This week we finished Module 2 - Customer Care and Module 3 - Personal skills
There is alot of detail around these two modules including good personal presentation, customer confidentiality and appropriate heatlh and hygiene practices only to name a few. Here is some of the questions we had to answer in the tests for these two modules:
1. What is customer confidentiality?
Confidential information that is not allowed to be given out unless the police hae a warrant.
2. Four types of information that contains customer confidentiality:
Email address
Telephone number
ID number
Salary
3. What is the procedure fore reporting any incident?
Stay calm
Assess and assist the situation
Report to supervisor
Write a report
Follow up
4. Four characteristics required of staff to perform successful customer care:
Politeness
Promptness
Respectfulness
Willingness to assist
5. Five elements of good personal presentation:
Clean uniform
Good posture
Clean and neat appearance
Good body language, be patient
Responsible hygienically
6. What are five appropriate health and hygiene practices?
Balanced diet
Relaxation
Sufficient sleep
Personal hygiene
Good ue of leisure time
7. What is the difference between verbal and non verbal communication?
Verbal - talking face to face or on the phone with guests/staff
Non verbal - communication by email and your body language
8. Five benefits of effective and efficient working methods
Customer satisfaction
Word of mouth factor
Increase in sales
Increase in profit
Good compny reputation
9. Five examples of a professional attitude:
Self organized
Follow instructions correctly
Clean and neat appearance
Good body language
Always on time and work hard
10.Identify 3 basic elements of good teamwork:
Good communication
Organized
Co-operation
This week me and my teammates had a few chances to work in the laundry and chemical store rooms. In the laundry we learned how they work. When the soiled linen comes in it is packed in blue bags. After it is washed the linen gets ironed with the industrial iron. I ironed a few pillowcases, flat sheets and fitted sheets with this industrial iron and it was so much easier than normal ironing!
In the chemical store room we helped Lukie devide the chemicals into smaller bottles so it can go to the team leaders and/ cleaners when they go to clean the chalets and makhato's. The different chemicals include swish, descaler, carpet shampoo etc.
Tonight my group will have our 2nd customer service where we go out to the chalets and make sure the guests are happy and if everything was cleaned properly and take down any complaints if they may have.
Looking forward to this weekends working experience and what next week holds in store!
Friday 27 July 2012
Friday 20 July 2012
First week @ Accommodation
I have finished with Conservation and started my certificate in accommodation services last week with a bang. I wrote both my test on module 1 and 4 today covering Safety and Security in the workplace.
Things I have learned this past week include..........
Security hazards in the workplace:
1. Bomb threats
2. Suspicious items
3. Suspicious persons etc.
Safety hazards in the workplace:
1. Slippery surfaces
2. Open wires
3. Obstructions in doorways and passages etc.
There are different security procedures for handling equipment and materials. Only certain people are allowed in our storerooms. They have to sign the keys out when they go in. The items they take must also be written down in the issue sheet. If these items are taken back it must be written into the issue sheet again> When they are finished in the store they have to sign back th keys again.There is a few benefits for this procedure including reducing theft and costs and more effective care of the equipment and materials we use.
5 Basic procedures for dealing with any emergancy:
1. Stay calm
2. Report to your supervisor
3. Do not touch the item
4. Assess and assist the situation
5. Write a report & follow up
Different master sets of keys we learned about:
1. Grand master
2. Master
3. Sub-master
4. Floor master
5. Section master
Lost and found procedure is as follows:
1. Report to supervisor
2. Details: where was item found, time and date, description (size, color etc.)
3. Keep in a safe place and write it down in the lost and foun book.
4. Holding period is 6 months and if the item is not collected it goes to the person who found it.
Characteristics you should have to deal with ongoing security:
1. Vigilant
2. Observant
3. Honest
4. Attention to detail
What are the reasons for protective clothing?
Safety and protection to yourself
Protection to the company (legal requirements)
Protective clothing we use:
1. Dust masks - covers your nose/ mouth
2. Gloves - protects your hands
3. Goggles - protects your eyes
4. Apron - protects your clothing
Two reasons for carrying out good housekeeping practises?
Cleanliness
Customer expectations
Correct way for lifting heavy containers is to bend your knees and keep your back straight. If the container is too heavy you should ask for help.
The correct way for storing potentially dangerous substances:
1. Cool, dry area
2. Well ventilated
3. Sealable container
3. Items must be correctly labelled
The three basic principles of fire:
1. Oxygen
2. Fuel
3. Heat
This is the basic knowledge requirements we needed to know to pass these two modules.
Lets see what this next week holds in store!!!
Things I have learned this past week include..........
Security hazards in the workplace:
1. Bomb threats
2. Suspicious items
3. Suspicious persons etc.
Safety hazards in the workplace:
1. Slippery surfaces
2. Open wires
3. Obstructions in doorways and passages etc.
There are different security procedures for handling equipment and materials. Only certain people are allowed in our storerooms. They have to sign the keys out when they go in. The items they take must also be written down in the issue sheet. If these items are taken back it must be written into the issue sheet again> When they are finished in the store they have to sign back th keys again.There is a few benefits for this procedure including reducing theft and costs and more effective care of the equipment and materials we use.
5 Basic procedures for dealing with any emergancy:
1. Stay calm
2. Report to your supervisor
3. Do not touch the item
4. Assess and assist the situation
5. Write a report & follow up
Different master sets of keys we learned about:
1. Grand master
2. Master
3. Sub-master
4. Floor master
5. Section master
Lost and found procedure is as follows:
1. Report to supervisor
2. Details: where was item found, time and date, description (size, color etc.)
3. Keep in a safe place and write it down in the lost and foun book.
4. Holding period is 6 months and if the item is not collected it goes to the person who found it.
Characteristics you should have to deal with ongoing security:
1. Vigilant
2. Observant
3. Honest
4. Attention to detail
What are the reasons for protective clothing?
Safety and protection to yourself
Protection to the company (legal requirements)
Protective clothing we use:
1. Dust masks - covers your nose/ mouth
2. Gloves - protects your hands
3. Goggles - protects your eyes
4. Apron - protects your clothing
Two reasons for carrying out good housekeeping practises?
Cleanliness
Customer expectations
Correct way for lifting heavy containers is to bend your knees and keep your back straight. If the container is too heavy you should ask for help.
The correct way for storing potentially dangerous substances:
1. Cool, dry area
2. Well ventilated
3. Sealable container
3. Items must be correctly labelled
The three basic principles of fire:
1. Oxygen
2. Fuel
3. Heat
This is the basic knowledge requirements we needed to know to pass these two modules.
Lets see what this next week holds in store!!!
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