You are required to address all the key points listed in section 1-5 below, relevant to your job role (for example food and beverage, front office, housekeeping or as relevant.
The purpose is to assess your ability to perform the basic tasks common for your job role prior to engaging in practical tasks in a workplace.
In order to effectively work in an organisation providing services to customers, you need to have knowledge about the business, its nature, the services it offers, the products available and its policies and procedures.
In addition you need to know how to prepare for service or a day’s shift, the procedures and expectations to work a service or shift as an effective team member, solving problems, completing different tasks, and keeping your workplace clean and tidy during and after a shift.
Provide an overview of the key aspects required for each point below relevant to the job role you will undertake during the 36 service periods in the workplace or workplace organised for this purpose.
Where you are unsure how a particular task will be undertaken or completed in the workplace, refer to and apply the procedures from the practical training you have participated in with your training provider.
In the hospitality industry, where multiple shifts can cover 24 hour periods this also requires effective communication, reporting, administration duties and effective handing over for the next shift.
Your task consists of 5 sections:
a) Organisational information
b) Customer information
c) Performing operational tasks
d) End of shift procedures
e) Organisational policies and procedures
Section 1: Organisational information
a) Provide an overview of the business, its location and facilities
The organisation is Mariott. It comes under the hospitality industry. It has a global presence. The facilities offered by Mariott are wide ranging. The organisation offers a wide range of services to its various stakeholders.
Your job role and duties
My job is in the front office department of the organisation. I work as a front office agent. Following are my duties and responsibilities:
Answer to the queries of guests
Making recommendations regarding restaurants and activities
Storing guest luggage
Answering phone calls
Arranging for guest transportation
Other job roles in your department and the job roles and tasks performed by them
Other jobs and their roles in the department include the following:
Cashier: The main duty of the cashier is to maintain and settle guest check ins and checks outs.
Night duty Auditor: Controlling the tasks of clerk of account receivable, along with preparation of daily reports and management.
Information and mail clerk: The main task is to take the messages, providing the direction to the guests, and maintaining the mails.
Telephone Operators: Managing switchboard along with coordinating wake up call.
Reservation clerk: Responding to reservations along with requesting and creating reservation record.
Uniform service clerk: Handling the luggage of the guests, escorting guests, along with assisting guests regarding their queries.
Your rostered times on duty or working hours
My working hours are very flexible. I have a shift from 9 am to 5 am. Other than this I also work overtime as per my comfort. Those working hours are also very comfortable.
Particular policies and procedures which apply to your job role (dress codes, other policies)
There are number of policies and procedures that apply to my job role.
Following are such policies and procedures:
The front desk office members are required to wear a formal uniform.
Other than this they have to maintain a proper dress code for the date time as well as the night time schedules.
We have to use a formal tone in the communication with the guests as well as other employees.