The purpose of this module is to provide participants with the knowledge and skills to promote and sell tourism products and maintain customer relations in a hospitality establishment. This includes planning, organising, undertaking and reviewing publicity and promotional activities; selling tourism products and services, building and maintaining relations with guests and agents and responding to guest and agent inquiries and complaints.
The purpose of this module is to provide participants with the knowledge and skills to maintain accurate financial records in a hospitality establishment. It includes interpreting financial information, monitoring budgets, improving budget performance and preparing financial and statistical reports in a hospitality establishment.
The purpose of this module is to provide participants with the knowledge and skills to facilitate effective workplace relationships in a hospitality establishment. It covers applying the Labour Law for communicating workplace expectations and legislative requirements to work group members, as well as managing workplace conflict. The unit also requires demonstration of high-level communication skills to ensure opportunities for staff development are encouraged and provided. Internal workplace relationships are required to be monitored and evaluated on a regular basis in order to ensure effectiveness. The knowledge and skills of this unit are required by work group leaders in order to facilitate workplace relationships that contribute to effective workplace arrangements and delivery of customer service strategies.
This unit standard is intended for those who implement work operations in a hospitality establishment. Upon completing this unit standard, you will be able to implement systems and procedures in a hospitality establishment, monitor and improve work operations, plan and organize workflow, maintain workplace records, solve problems and make decisions related to hospitality operations.