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Provide tourism information services to customers

URN: PPL2FOH11
Business Sectors (Suites): Hospitality - Housekeeping and Front of House Reception
Developed by: People 1st
Approved on: 01 Mar 2022

Overview

This standard is about being able to provide your customers with tourism information and advice. It is for receptionists, reservation staff, concierges and porters or similarly appointed staff. Customers visiting your premises will often have a range of enquiries regarding what is available to see and do while they are there. This standard is about providing that information to your guests. This could be about local attractions, leisure facilities or local shops and markets. To do this you must be able to identify what it is your customers want and to source and provide that information.

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

  • Provide tourism information services to customers

Performance criteria

You must be able to:

1. Welcome customers politely 2. Use open question techniques to identify your customers' needs 3. Use active listening skills when identifying your customers' needs 4. Make clear any areas you are uncertain of with your customer 5. Confirm with your customer the information they require 6. Check that the customer is willing to pay for any external tourism information services where applicable 7. Focus on your customers' needs while recognising other customers that may be waiting 8. Identify sources that provide the information required by your customer 9. Provide relevant information and advice that is accurate, current and relates to your customers’  needs 10. Explain clearly any restrictions with information and / or products and services 11. Offer information and advice on which you think best meets your customers' needs where several options are available 12. Confirm politely with your customers that they understand the information and advice you have given them 13. Give the customers written and/or printed confirmation of the information they have sought where appropriate 14. Offer alternatives for services that are not available once checked 15. Check that the customer is happy with the service you have provided and politely conclude the customer enquiry

Knowledge and Understanding

You need to know and understand:

1. Why it is important to be helpful and polite 2. What open questioning techniques are and when and how to use open question techniques effectively 3. What active listening skills are and why using active listening skills is helpful to your customer 4. Why it is essential to confirm your customers' needs 5. Why it is important to check your customer is happy with your service and how to deal with any dissatisfaction 6. Where information and sources are available and how you can access and use them 7. What tourism information your organisation possesses and where this is stored 8. Any discounts and / or arrangements your organisation may have negotiated with tourism organisations 9. What information is available without charge and what information is available with a charge 10. How to organise your customers in a manner that ensures all customers will be dealt with effectively 11. A range of other external organisations that provide tourism information and how to contact them 12. Your company's procedures with regard to booking fees, liabilities and billing customers 13. How to effectively structure advice and what limitations there are to the advice you provide 14. The relevant parts of the disability discrimination legislation and its implications when giving advice and information to customers 15. What methods are available for providing written or printed information to customers 16. Methods for politely concluding customer interactions

Scope/range

1. Information sources
1.1 electronic sources including internet and social media
1.2 brochures
1.3 directories
1.4 timetables
1.5 maps
1.6 guidebooks
1.7 external organisations
1.8 leaflets

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

PPL2FOH11

Relevant Occupations

Receptionist

SOC Code

4216

Keywords

provide, tourism, information, services, customers