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Handle customer communications and book external services

URN: PPL2FOH8
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, sorting and distributing communications and booking external services for customers. It is for people that work on reception or concierge desks. Customers may receive and send various types of communications through the reception facility of an organisation. External services may be a taxi booking, tickets for an event or something much more unusual!

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

  • Handle customer communications and book external services

Performance criteria

You must be able to:

1. Collect mail and messages from appropriate sources 2. Sort and distribute mail and messages to the correct person or place promptly according to organisational procedures 3. Deal with mail and messages which have not been collected and distributed in line with workplace procedures 4. Follow relevant data protection legislation and customers’ confidentiality when dealing with mail and  messages  5. Book external services for customers, remaining polite, helpful and efficient at all times 6. Identify customer needs and requirements 7. Identify organisations correctly and contact them as requested 8. Book services which meet customer needs 9. Provide customers with accurate details of the booking and of any alternatives offered 10. Follow your organisation's procedures for booking services 11. Inform customers politely and promptly when you have been unable to meet their requests

Knowledge and Understanding

You need to know and understand:

1. Why it is important to deal with everyone you communicate with politely, helpfully and efficiently 2. Relevant legal requirements for handling mail and messages 3. Safe and hygienic working practices when handling mail, messages and written communications 4. Your organisation's procedures for handling and distributing mail and why these are important 5. Why suspicious items should be reported immediately 6. Why communications should be secured against unauthorised access 7. What the procedures are for recorded delivery and registered mail 8. The type of problems that may occur and how to  deal with these 9. The types of services you may be asked to book and the procedures you should follow 10. Why it is important to give accurate verbal and written information to customers 11. Why confirmation and deposits may be required from customers 12. The type of problems that may occur and how to  deal with these

Scope/range

1. Mail
1.1 electronic
1.2 parcels
1.3 registered or courier delivered post
1.4 letters

2. Messages
2.1 hand written
2.2 electronic

3. Services
3.1 transport
3.2 deliveries
3.3 entertainment / restaurant bookings / spa
3.4 other

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

PPL2FOH8

Relevant Occupations

Receptionist

SOC Code

4216

Keywords

handle, mail, book, external, services