7ppporter.docx

7ppporter.docx

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7ppporter

PORTERGRADEONE

ASSESSMENTSUBJECTAREAS

1.Hotelfacilities/Layout

2.Communication

3.Messages

4.ShiftDuties

5.StoringLuggage

6.Telephones

7.Security

8.Towels

9.Delivering/CollectingLuggage

10.Transport

11.Valetparking

12.ComputerSkills

13.Roomfacilities

14.UseofPagingSystems

15.GuestComplaints

PORTERGRADEONE

Prerequisites:

Nilrequired-entryleveltoporterage.

TASK

1

2

3

4

1.Explaintheresort’sfoodandbeverageoutletsintermsofmenustyle,dressstandards,pricerangeandopeninghours.

2.Locatetheporterslogbookanddemonstratehowitisutilised.

3.Amessageistobetakentoaguest’sroom.Describetheprocessyouwouldtaketoensureitisdelivered.

4.Describewhatproceduresareinvolvedatthestartofyourshift?

5.AguestwouldliketostoretheirbagswhiletheygotoPortDouglasfortwodays.Demonstratehowyouwouldactionthis.Whathappenswhentheguestcollectstheluggage.

6.Whatisthestandardsforansweringthetelephone?

7.Whatisamasterkeyandwhatarethesecurityproceduresinregardstothem?

8.Oneguestwouldlikeatowelforthepool,anotherguestwouldlikeonetotaketothereef.Whatprocedurewouldyoufollow?

9.Whatroomnumbersarethesuites?

Describetheirlayout.

10.Abagistobetakentoroom471explaintheprocessyouwouldundertake.

11.Apublicareaattendantloosestheirkeyandwouldliketoborrowyourmasterkey.Whatdoyoudoandwhy?

12.Whenaguestrequirestransport,explaintheprocedureyouwouldadopt.

13.HowmanyroomsaretheirinthehotelWhatarethenamesoftheblocksandwherearetheylocated?

Dowehavenonsmokingrooms?

Ifyes,howmany?

PORTERSGRADEONE（cont.）

TASK

1

2

3

4

14.Aninhouseguestwantsyoutoparktheir1997ToyotaCelica.Whatdoyoudo?

Whatdoyousay?

15.Youhavetheroomnumberforaguestluggage,howdoyoulocatethenameoftheguest?

16.Whileupstairsintheguestareasyounoticeaguestisinthecorridortryingtogetintotheirroombutaredlightisflashingonthedoorwhentheyinsertthevingcard.Whatdoyoudo?

17.Demonstratehowtousethesafeintheguestroom.Outlinetheproblemswhichcanoccur.Howwouldyoufixthem?

18.Doestheresorthaveagymnasium?

Ifyes,whatequipmentdoesithave?

Whenisitopen?

19.Youneedassistancefromanotherporterbutyoucan’tseehimaroundthefoyer.Demonstratewhatyouwoulddo.

20.Demonstratehowyouwouldaccompanyaguesttotheirroomwiththeirluggage.

21.Aguestisnothappywiththeirroom.Whatactionwouldyoutake?

22.Whatistheprocedurefortheendofyourshift?

Checktherosterwhenisyournextshift?

23.Whatistheresort’stelephonenumber,faxnumberandpostaladdress?

*Thestaffmemberwillnotbeabletomoveuptothenextgradeorlevelifanytasksresultinascoreof1point.Thestaffmemberistoberetrainedandthenreassessedoneitherthatindividualtaskoralltaskspendingontheotherscoresandtheassessor’srecommendations.

PORTERGRADETWO

ASSESSMENTSUBJECTAREAS

∙Security

∙LostProperty

∙Messages

∙Printingreports

∙Roomfacilities

∙Hotelfamil

∙BookingGuestServices/Transport

∙MakingRollawaybeds,sofabed,cots

∙GroupCheckin

∙OrderingNewspapers

∙Paging

∙Facsimiles

∙Emergencyprocedures

∙MailandCouriers

PORTERGRADETWO

Prerequisite:

Atleast12monthspreviousexperienceasaPorteratasimilarstylepropertywithinahotelchainoraminimumof4monthsofGrade1levelatOasisResortCairns.Itissubjecttoapositionbeingavailableatthislevel.

TASK

1

2

3

4

1.Afterdinner,MrFeelclaimshehaslosthiswallet.Whatshouldyoudo?

2.Whilecompletingasecuritypatrolyoufindawallet,whatproceduresshouldyoufollow?

3.Youdiscoverthewalletbelongstoagueststayinginroom666.Whatdoyoudo?

Typeintheguestmessage.

4.Tomorrowisaverybusydayandyouhavemisplacedyourreportssoyoumustreprintsomereports.Printanarrivalsreportbyroomorder,anactualdeparturesreportbynameorderandagrouparrivalsreport.

5.MrIbisinrm225cannotworkhismovies.Explaintohimoverthephonehowboththescheduledandmoviesondemandsystemsoperate

6.Aguestinrm445cannotworkhersafe.Demonstratehowyouwouldshowherhowtooperateit.

7.MrToeyfromBHPrequestsahotelfamiliarisation.Whatdoyoudo?

SalesandtheAmsaretoobusythentoshowMrToeyaroundthehotel,soyoudo.Pleasedemonstratewhatyouwoulddo.

8.Mr/MrsMercurirequireababysitterfortonight.Whatdetailsdoyouneedandwhatdoyoudo.Plsdemonstrate.

9.MrOxfordAndMrQueeninaPKSwantamasseuse.Whatdoyoudo?

Theythenwantmorethanamasseuse,whodowerecommendandhowdoyoubookit?

10.MrOxfordthenrequestsacartobeorganised.Whowedosuggestandwhatistheproceduretobefollowed?

Acarcannotbebookedwhatalternativesdoyousuggest?

PORTERGRADETWO（CONT.）

TASK

1

2

3

4

11.MrOxford&MrQueenhavehadadisagreementandnowrequiretherollawaybedtobemadeup.Pleasedemonstratehowtodothis

12.Theythenhaveafriendcheckinaswell&alsorequireasofabed.Pleasedemonstratehowtomakethis.

13.A“Parrot”groupischeckingin.Describeourproceduresforthebaggagehandlingatthisstage.

14.Thehotelrequires110papers.Pleasedemonstratehowyouorderthese.Bywhattimedotheyhavetobeordered.

15.MrOgawaneedstobedriventotheairportinthehotelbus.Whataretheproceduresforthis?

16.YouhavevaletparkedMrFraserscarbutintheprocesssmashedthetaillightonhismercedesconvertible.Whatdoyoudo?

17.YouneedtospeaktoH/Kinahurry&switchboardarenotansweringandfastpagerisnotworking?

Whatdoyoudo,howdoyoumanuallypageHousekeeping?

18.MrSofiteelischeckingin&wantstoknowwhathismembershipwithAdvantagePlusentitleshimto.PleaseinformMrSofiteel.

19.Atourleaderwantsyoutoconfirmsomedetailswithhisgroup.HowdoyoubringupagroupmasteronLanmark.Hethenwantsareportbyroomorderofhisgroup.Howdoyoudothis?

20.Abombthreathasbeenreceived.Whatdoyoudo?

Whatistheemergencytelephonenumber?

Whodoyouinform?

PORTERGRADETWO（CONT.）

TASK

1

2

3

4

21.Aguestwantstosendsomemail.Whatyoudo?

22.Howoftenshouldsecurityandfloorpatrolsbecompleted?

Atwhattimesshouldthesebecompleted?

23.YoubelieveyouaremissingsomebagdowntimesforbothsomegroupsandalsoforsomeF.I.T.guestsforthefollowingmorning?

Howwouldyoulocatethemissingtimes?

Onceyouhavelocatedthemissingtimeswhatwouldyoudoinordertopreventthisincidentfromhappeningagain?

24.Youseeaguestfalloverinthelobby?

Whatdoyoudo?

25.MrWalkerwantstosenda3pagefaxoverseas?

Howdoyoudothis?

Whatisthecostgoingtobe?

Hethenwantstosenda1pagefaxlocally.HowmuchisthatgoingtocostMrWalker?

26.MsWatanabe-tourguidefromJTBwants30photocopiesdone?

Howmuchisthatgoingtocost?

27.MsReef-anadvantageplusmember（notstayinginthehotel）wishestouseourpool&haveapicnicwithabottleofwine?

Isthisallowed?

Why?

orWhynot?

28.MrFeralclaimshiselectricjugisnotworking?

Whatdoyoudo?

29.YouseeMrMurphyparkhiscaronthedriveway.Whatshouldyoudo?

30.MrHanadagivesyouanenvelopewith$200.00initforaguestinroom366.Whatdoyoudo?

Iftheenvelopecontainedaletterwhatwouldyouthendo?

PORTERGRADETWO（CONT.）

TASK

1

2

3

4

31.Youslightlyburnyourhandonafaultygaslanternwhilelightingit.What,ifanythingshouldyoudo?

32.Describewhatstepsyouwouldtakeifthefirealarmgoesoff.Whatdoyoudoifthealarmisnotafalsealarm?

33.Gothroughtheporters“standardspeel”whentakingaguesttotheirroom.Explainthefacilitiesyouwoulddescribetotheguest.

*Thestaffmemberwillnotbeabletomoveuptothenextgradeorlevelifanytasksresultinascoreof1point.Thestaffmemberistoberetrainedandthenreassessedoneitherthatindividualtaskoralltaskspendingontheotherscoresandtheassessor’srecommendations.

PORTERGRADETHREE

ASSESSMENTSUBJECTAREAS

∙Rostering

∙StaffManagement

∙GuestComplaints

∙Security

∙WakeUpCalls

∙Reservations

∙Resinter

∙AccorMarketingPrograms

∙CompanyInformation

∙Storage

∙UpdatingRegistrationCards

∙CheckinProcedures

∙ForeignExchange

∙Switchboardduties

PORTERGRADETHREE

Prerequisite:

Atleast12monthspreviousexperienceatasimilarstylepropertywithinahotelchainoraminimumof6monthsofGrade2levelattheOasisResortCair