Who is the qualification for?
The NVQ in Reception Level 2 is for individuals whose reception role requires well developed behavioural competence, but whose scope for independent decision making and for bringing about change is limited. They are likely to be in roles where for example they:
- Greet guests and other visitors
- Deals with booking and confirmation of reservations.
- Register and checks out guests
- Directs handling of luggage and transportation
- Post guest charges, accepts payment of bills and deposits valuables
- Assembles and types guest folios containing hotel/establishment information.
- Liaises with external agencies and establishments
- Collects and sorts mail or messages and/or arranges for delivery of mail/messages.
Normally, persons working at Level 2 need to use common sense and show initiative when in contact with customers and be able to deal with customer expectations that are out of the ordinary. They may communicate using simple or standard forms of written communication in addition to verbal communication and are expected to follow company procedures and also be able to make simple suggestions for improvement in reception.
Relevant occupations include:
- Reservations Clerk
This list is not exhaustive and only serves to illustrate the breadth of the qualification.
How the qualification is structured:
To achieve the full qualification, candidates must complete twelve (12) mandatory units.
Mandatory Units (All must be completed)
Unit 1 - Create and maintain effective working relationships
Unit 2 - Maintain customer care
Unit 3 - Maintain a safe and secure working environment
Unit 4 - Handle the arrival of guests and groups
Unit 5 - Prepare guest accounts and handle departures
Unit 6 - Maintain information systems to support service delivery
Unit 7 - Handle bookings
Unit 8 - Handle communications and book external services
Unit 9 - Exchange foreign cash and travellers’ cheques
Unit 10 - Maintain data in a computer system
Unit 11 - Maintain payment point and handle cash and non-cash payments
Unit 12 - Operate organizational systems on behalf of customers
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.
Unless otherwise stated in the evidence requirements, simulation is acceptable only as a supplementary form of evidence for certain range statements and performance criteria. These situations may include generic health and safety, fire and contingency activities for which the opportunity for assessment is often minimal in the workplace. It should not include routine activities.