Work-based training logbook
This work-based training logbook includes 36 service periods.
For each service period, the student will:
*   Record the task/service details in the work-based training logbook
*   Complete the steps given in the checklist in the service periods and place a tick mark against each step once completed
*   Submit the evidence specified in the service period
*  Read and sign the feedback observation section completed by Supervisor for each service period

Prepare for Service:
*   Plan and organise tasks from organisational information
*   Locate key information on organisational products and services.
*   Develop and review work schedules
*   Liaise with team to confirm and inform others of service requirements
Prepare Work Area:
• Prepare work area, equipment and supplies according to procedures to meet service requirements

Provide Service:
*   Provide quality customer service using appropriate methods and techniques ensuring to meet customer expectation of quality, presentation and timeliness of delivery
*   Offer relevant customer information on products and services
*   Assist customer with choices that meet individual needs, special requests and cultural requirements
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*   Interacting with and positively responding to diverse demands and requests of different customers
*   Interpret and follow a range of organisational procedures and work schedules.
Proactively promote, up sell and cross sell products and services according to organisational procedures
Resolve complaints within scope of own responsibility
*   Use appropriate communication techniques to deal with conflict
*   Listen and respond to diverse range of customer requests and complaints, asking questions to clarify and confirm.
Complete required Operational Tasks:
*   Follow work schedules and work cooperatively as part of a team to maximise efficiency
*   Working with speed and efficiency to deal with numerous service and operational tasks simultaneously
*   Working cooperatively as part of a service team, monitoring the service process and workflow, and taking responsibility for own work outcomes
Follow workplace safety and hygiene procedures
Maintain cleanliness and tidiness of work area
Use appropriate technology and organisational procedures for operational tasks
*   Use a variety of equipment for day-to-day work activities.
*   Providing technical advice and support to other team members
*   Integrate all technical skills within the whole service period, throughout preparation, service, and end of shift duties.
* Identify and anticipate operational problems and take action to minimise effect on customer satisfaction
* • identifying issues and problems, determining solutions and taking appropriate action to resolve
* Follow end of shift procedures
* Complete administration and reporting requirements
* Participate in post-shift debrief or handover

For the above mentioned services generate 36 service period  Comments or feedback from supervisor to student if he is working as a front office attendant in a hotel
For each service period, the supervisor will:
*   Assess the performance of the student based on the observation checklist provided
*   Provide feedback to the student for further improvements (If any)