the assessment by implementing the following checklist and then invite the candidate to proceed with assessment. Checklist for Assessors Tick () Remarks Prior to the assessment I have: Ensured the candidate is informed about the venue and schedule of assessment. Received current copies of the performance criteria to be assessed, assessment plan, evidence gathering plan, assessment checklist, appeal form and the company’s standard operating procedures (SOP). Reviewed the performance criteria and evidence plan to ensure I clearly understood the instructions and the requirements of the assessment process. Identified and accommodated any special needs of the candidate. Checked the set-up and resources for the assessment. During the assessment I have: Introduced myself and confirmed identities of candidates. Put candidates at ease by being friendly and helpful. Explained to candidates the purpose, context and benefits of the assessment. Ensured candidates understood the assessment process and all attendant procedures. Provided candidates with an overview of performance criteria to be assessed. Explained the results reporting procedure. Encouraged candidates to seek clarifications if in doubt. Asked candidates for feedback on the assessment. Explained legal, safety and ethical issues, if applicable. After the assessment I have: Ensured candidate is given constructive feedback. Completed and signed the assessment record. Thanked candidate for participating in the assessment.
Competency Standard UNIT TITLE: COMMUNICATE ON THE TELEPHONE NOMINAL 10 UNIT NUMBER: D1.HRS.CL1.04 D1.HOT.CL1.07 D2.TCC.CL1.05 UNIT DESCRIPTOR: This unit deals with the skills and knowledge required to communicate on the telephone in a range of settings within the hotel and travel industries workplace context ELEMENTS AND PERFORMANCE CRITERIA UNIT VARIABLE AND ASSESSMENT GUIDE Element 1: Respond to incoming telephone calls 1.1 Answer calls promptly, in an appropriate manner in accordance with enterprise standards 1.2 Offer friendly assistance to the caller, and accurately establish the purpose of the call 1.3 Repeat call details to the caller to confirm understanding 1.4 Answer caller enquiries promptly, or transfer caller to the appropriate location/person 1.5 Record caller requests accurately and pass on to the appropriate department/person for follow-up 1.6 Relay messages accurately to the nominated person within designated timelines 1.7 Report threatening or suspicious calls promptly to the appropriate person, in accordance with enterprise procedures 1.8 Use language, tone and volume appropriate to phone calls Unit Variables The Unit Variables provide advice to interpret the scope and context of this unit of competence, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment This unit applies to communicating on the telephone within the labour divisions of the hotel and travel industries and may include: Front Office Housekeeping Food and Beverage Service Food Production Travel Agencies Tour Operation.
Competency Recording Name of Student Name of Assessor/s Unit of Competency Date assessment commenced Date assessment finalised Assessment decision Pass Competent / Not Yet Competent (Circle one) Follow up action required (Insert additional work and assessment required to achieve competency) Comments/observations by assessor/s