1. No category

Supervise
reservations and
booking services
UT31011
Y/502/9538
Learner name:
Learner number:
VTCT is the specialist awarding body for the Hairdressing, Beauty Therapy, Complementary Therapy,
Hospitality and Catering and Sport and Active Leisure sectors, with over 50 years of experience.
VTCT is an awarding body regulated by national organisations including Ofqual, SQA, DfES and CCEA.
VTCT is a registered charity investing in education and skills but also giving to good causes in the area
of facial disfigurement.
Statement of unit achievement
By signing this statement of unit achievement you are confirming that all learning outcomes, assessment
criteria and range statements have been achieved under specified conditions and that the evidence
gathered is authentic.
This statement of unit achievement table must be completed prior to claiming certification.
Unit code
Date achieved
Learner signature
Assessor
initials
IV signature
(if sampled)
Assessor tracking table
All assessors using this Record of Assessment book must complete this table. This is required for
verification purposes.
Assessor name
Assessor signature
Assessors
initials
Assessor number
(optional)
UT31011
Supervise reservations and
booking services
The aim of this unit is to develop your knowledge,
understanding and practical skills when supervising the
reservation and booking service, to ensure development
and maintenance of the necessary resources and
procedures essential for operation. It also involves
monitoring the service and suggesting improvements.
UT31011_v7
NOS
HSL22
Level
3
Credit value
5
GLH
30
Observation(s)
2
External paper(s)
0
Supervise reservations and
booking services
Assessed observations should not be
carried out on the same day for the
same learning outcome. There should be
sufficient time between assessments for
reflection and personal development.
Learning outcomes
On completion of this unit you will:
1.
Be able to supervise reservations and
booking services
2.
Understand the organisation’s standards
and policies for reservations and booking
services
3.
Understand the requirements that need to
be met when supervising reservations and
booking services
4.
You need to meet the same standard on a
regular and consistent basis. Separating
the assessments by a period of at least two
weeks is recommended as competence
must be demonstrated on a consistent and
regular basis.
4.
Knowledge outcomes
There must be evidence that you possess
all the knowledge and understanding
listed in the Knowledge section of this
unit. In most cases this can be done
by professional discussion and/or oral
questioning. Other methods, such as
projects, assignments and/or reflective
accounts may also be used.
5.
Tutor/Assessor guidance
You will be guided by your tutor/assessor
on how to achieve learning outcomes in this
unit. All outcomes must be achieved.
6.
External paper
There is no external paper for this unit.
Understand how to supervise reservations
and booking services
Evidence requirements
1.
Environment
Evidence for this unit should be gathered
within the workplace, however, you may
be assessed within an approved realistic
working environment (RWE) that meets
People 1st’s criteria.
2.
Simulation
Simulation is allowed for outcomes 1g and
1h, if no naturally occurring evidence is
available.
3.
Observation outcomes
Competent performance of Observation
outcomes must be demonstrated on
at least two occasions. Assessor
observations, witness testimonies and
products of work are likely to be the most
appropriate sources of performance
evidence. Professional discussion may be
used as supplementary evidence for those
criteria that do not naturally occur.
UT31011
3
Achieving observations
and range
Achieving observation outcomes
Guidance for tutors and assessors
Your assessor will observe your performance
of practical tasks. The minimum number of
competent observations required is indicated in
the Evidence requirements section of this unit.
Tutors and assessors must refer to the
document(s) listed below, prior to delivering
this unit. Document(s) can be downloaded from
http://www.people1st.co.uk:
Criteria may not always naturally occur during
a practical observation. In such instances you
will be asked questions to demonstrate your
competence in this area. Your assessor will
document the criteria that have been achieved
through professional discussion and/or oral
questioning. This evidence will be recorded
by your assessor in written form or by other
appropriate means.
Your assessor will sign off a learning outcome
when all criteria have been competently
achieved.
Achieving range
There is no range section that applies to this
unit.
4
UT31011
•
Sector Assessment Strategy for
competence based units of assessment
and qualifications
Observations
Learning outcome 1
Be able to supervise reservations and booking services
You can:
a.
b.
Ensure the reservation and booking service
complies with relevant legislation and
organisational policy*
Brief staff on reservation and booking duties
including:
• personal presentation*
• standard of behaviour*
• procedures*
• work routines*
c.
Ensure staff have the skills, knowledge and
resources needed*
d.
Encourage staff to ask questions when
needed*
e.
Ensure staff follow the reservation and
booking procedures*
f.
Ensure staff communicate with customers
in a manner that promotes goodwill and
understanding*
g.
Inform staff and customers about any
changes that may affect the service*
h.
Manage problems that may disrupt the
reservation and booking service*
i.
Collect feedback on the service, from staff
and customers*
j.
Monitor and review procedures to ensure
the service meets the needs of customers*
k.
Recommend ways of improving the
reservation and booking service following
organisation’s requirements*
l.
Report on performance and procedures as
required*
m.Complete the required records*
*May be assessed by supplementary evidence.
Observation
1
2
Optional
Optional
Criteria questioned orally
Date achieved
Portfolio reference
Learner signature
Assessor initials
UT31011
5
Developing knowledge
Achieving knowledge outcomes
You will be guided by your tutor and assessor
on the evidence that needs to be produced.
Your knowledge and understanding will be
assessed using the assessment methods listed
below*:
•
•
•
•
•
•
•
•
•
•
Projects
Observed work
Witness statements
Audio-visual media
Evidence of prior learning or attainment
Written questions
Oral questions
Assignments
Case studies
Professional discussion
Where applicable your assessor will integrate
knowledge outcomes into practical observations
through professional discussion and/or oral
questioning.
When a criterion has been orally questioned
and achieved, your assessor will record this
evidence in written form or by other appropriate
means. There is no need for you to produce
additional evidence as this criterion has already
been achieved.
Some knowledge and understanding outcomes
may require you to show that you know and
understand how to do something. If you have
practical evidence from your own work that
meets knowledge criteria, then there is no
requirement for you to be questioned again on
the same topic.
*This is not an exhaustive list.
6
UT31011
Knowledge
Learning outcome 2
Understand the organisation’s standards and policies for
reservations and booking services
You can:
Portfolio reference
a. Explain how to monitor staff performance against the organisation’s
standards
b. Explain what to do if staff performance does not meet these
standards
c. Describe the organisation’s discount policy
d. Describe how promotional offers should be handled
e. Explain the organisation’s overbooking policy
f.
Explain the organisation’s policy for out-booking guests when full
g. Explain how to develop reservation and booking procedures to
meet requirements
UT31011
7
Learning outcome 3
Understand the requirements that need to be met when
supervising reservations and booking services
You can:
a. Explain how to implement the requirements of:
• health and safety
• employment legislation
• equal opportunities
• other industry specific regulations and codes of practice
b. Explain ways of assessing whether requirements are met
c. Describe the action that should be taken in response to breaches
of requirements
d. Identify organisational policies that apply to:
• the running of the reservation and booking service
• review of procedures
8
UT31011
Portfolio reference
Learning outcome 4
Understand how to supervise reservations and bookings
services
You can:
Portfolio reference
a. Explain how the different roles and responsibilities of individuals in
the organisation and department affect the reservation and booking
service
b. Explain how to estimate the time and resources required for
reservation and booking activities
c. Explain how to develop a contingency plan
d. Identify who in the organisation needs to approve the use of
additional resources
e. Describe the limits of own authority when solving problems
f.
Describe how to communicate with customers
g. Explain how to assess customers’ needs
h. Summarise the products and services that are available to
customers
i.
Identify the guest facilities that are available in the organisation
where the booking is being made
j.
Identify the information needed to maintain the reservation and
booking service
k. Explain how to collect required information on the reservation and
booking service
l.
Describe the different ways of completing and storing
computerised and paper-based records
m.Compare the advantages and disadvantages of computerised and
paper-based records
UT31011
9
Learning outcome 4 (continued)
Understand how to supervise reservations and bookings
services
You can:
n. Explain the importance of staff and customer feedback
o. Explain how to collect and analyse feedback
p. Explain how to give feedback to staff
q. Explain how to present recommendations to improve the
reservations and booking service
r.
10
Explain how to review and update:
• plans
• targets
• objectives
• activities
• work performance
UT31011
Portfolio reference