Who is the qualification for?
The NVQ in Reception Level 1 is for individuals who provide frontline services to guests and patrons. Many of their work activities may be simple and routine and carried out under supervision but the quality of the service they provide helps to determine repeat patronage, the profitability and overall success of the establishment.
Persons to whom this qualification is suited are likely to be employed in or are training for roles which require them to:
- Welcome, screen and assist guest and visitors
- Receive, process, store and retrieve information
- Handle cash/credit payments
- Contribute to customer care
- Operate general office equipment for communication and producing documents.
Persons working at Level 1 should be able to:
- competently carry out simple and routine work activities and to collaborate with others through work groups or teams
- show initiative in dealing with customers and communicate using standard forms of written and verbal communication while adhering to organizational rules and regulations.
Relevant occupations include:
- Trainee Receptionist
- Telephone Operator
- Trainee Concierge
- Front Desk Clerk
This list is not exhaustive and only serves to illustrate the breadth of the qualification.
How the qualification is structured:
Nine (9) Mandatory Units
Unit 1 - Create and maintain effective working relationships
Unit 2 - Maintain customer care
Unit 3 - Maintain a safe and secure working environment
Unit 4 - Process information
Unit 5 - Welcome, screen and assist guests and visitors
Unit 6 - Maintain payment point and handle cash and non-cash payments
Unit 7 - Operate and take care of equipment
Unit 8 - Produce text following instructions
Unit 9 - Store and retrieve information using an established storage system
For a candidate to be judged competent in a unit, the evidence presented must satisfy:
- All the performance criteria in each element.
- All the range in each element.
- All the evidence requirements.
- All the relevant knowledge and understanding listed.
- Competence must be demonstrated consistently in the workplace over a period of time.
The candidate must produce varied performance evidence and knowledge evidence derived from different situations over a period of time in the workplace.
Unless otherwise stated within the evidence requirements, all performance evidence must come from (real work) with external or internal customers within the workplace. Work being defined as the provision of a service or product by the candidate that if not carried out would require the organization to employ someone else to execute the task.