Deal with communications as part of the front of house function

URN: PPL2FOH1
Business Sectors (Suites): Hospitality - Housekeeping and Front of House Reception
Developed by: People 1st
Approved on: 2022

Overview

This standard is about dealing with incoming and outgoing communications and deciding on the most appropriate method to use with customers. It is for anyone that works as part of the front of house team who has to directly communicate with customers. The way in which they now communicate with organisations is varied and can range from an email to interaction through social media.
When you have completed this standard you will be able to demonstrate your understanding of and ability to:

  • Deal with communications as part of the front of house function

Performance criteria

You must be able to:

Deal with incoming communications

  1. Deal with communications promptly, politely and in line with your organisation's style and procedures
  2. Identify the person, find out what their needs are and deal with these correctly
  3. Answer enquiries accurately without giving any confidential information
  4. Record clear and accurate messages and pass them on as requested
  5. Deal with any problems correctly

Deal with outgoing communications

  1. Choose the best method of communicating with the person concerned in a prompt and polite way
  2. Use your organisation's agreed style of communication
  3. Communicate in a way that gives a positive impression of yourself and your organisation
  4. Identify yourself and explain the reason why you are making contact
  5. Give only non-confidential and relevant information to the person you have contacted
  6. Leave clear and accurate messages where needed
  7. Deal with any problems correctly

Knowledge and Understanding

You need to know and understand:

  1. The range of methods you can use to communicate with other organisations and people
  2. How to use the communications equipment in your organisation
  3. Your organisation's style when communicating with other organisations and people
  4. Why it is important to deal with everyone you communicate with politely and helpfully
  5. The type of problems that may occur when communicating with others, and how to deal with these
  6. Why it is important to give only accurate and non-confidential information
  7. Why it is important to choose the most appropriate method of communication
  8. Your organisation's standards for answering incoming communications, digital and non-digital, and why these are important
  9. Why it is important to identify people who make enquiries and establish their needs
  10. Why it is important to relay messages promptly to those concerned, and the procedures that you should follow
  11. Why it is important to identify yourself and explain the purpose of making contact when communicating
  12. Why it is important to communicate clearly, using a tone and pace which can be easily understood both verbally and non-verbally
  13. How to communicate both verbally and in writing, in a way that gives a  positive impression of you and your organisation

Scope/range

  1. Methods of communication
    1.1 by telephone
    1.2 digital / online
    1.3 face to face
  2. Enquiries
    2.1 those you can deal with yourself

2.2 those that need to be passed / transferred to another person / department


Scope Performance


Scope Knowledge


Values


Behaviours


Skills


Glossary

Communicating in a way that gives a positive impression
For example, by speaking clearly, avoiding jargon and slang, by avoiding spelling mistakes and simple grammatical errors


Links To Other NOS


External Links


Version Number

3

Indicative Review Date

2027

Validity

Current

Status

Original

Originating Organisation

People 1st International Ltd

Original URN

PPL2FOH1

Relevant Occupations

Receptionist

SOC Code

4216

Keywords

communications, reception