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Collect and deliver items for customers and staff

URN: PPL1FOH7
Business Sectors (Suites): Hospitality - Housekeeping and Front of House Reception
Developed by: People 1st
Approved on: 01 Mar 2022

Overview

This standard is about collecting and delivering items such as parcels, documents, customer property and messages. It is for receptionists or porters. The task of collecting or delivering customers’ property efficiently is extremely important. The property may be very valuable to the customer and the delivery or collection may be connected to the customer’s business transactions or for personal reasons.

When you have completed this standard you will be able to demonstrate your understanding of and ability to:

  • Collect and deliver items for customers and staff

Performance criteria

You must be able to:

1. Follow instructions correctly when collecting and delivering items 2. Collect and deliver the right items from / to the right place at the right time 3. Protect all items against damage or loss 4. Record the collection / delivery according to organisation's procedures 5. Deal with customers and staff in a polite and efficient manner

Knowledge and Understanding

You need to know and understand:

  1. ​How to follow spoken and written instructions
  2. The types of items you might be asked to collect and deliver
  3. The types of places you may be asked to collect and deliver items and how to find these places
  4. How to handle items without injuring yourself or damaging the items
  5. Why it is important to collect and deliver on time
  6. What records of collection and delivery you may have to keep up to date
  7. How to deal with customers and other staff when you are making collections and deliveries
  8. The types of problems that may happen when you are collecting and delivering items and how to deal with these

Scope/range

1. Instructions

1.1 written
1.2 spoken
2. Items

2.1 customer belongings
2.2 letters and parcels
2.3 documents
2.4 messages digital and non-digital
3. Places

3.1 inside your organisation
3.2 outside your organisation

Scope Performance

Scope Knowledge

Values

Behaviours

Skills

Glossary

Links To Other NOS

External Links

Version Number

3

Indicative Review Date

28 Feb 2027

Validity

Current

Status

Original

Originating Organisation

People 1st International Ltd

Original URN

PPL1FOH7

Relevant Occupations

Receptionist

SOC Code

4216

Keywords

collect, deliver items, customers, staff