Small Accommodation Operations coursebook

MINISTRY OF CULTURE, SPORTS AND TOURISM
VIETNAM NATIONAL ADMINISTRATION OF TOURISM

VIETNAM TOURISM OCCUPATIONAL STANDARDS

SMALL ACCOMMODATION

OPERATIONS

Hanoi, 2015



VIETNAM TOURISM OCCUPATIONAL STANDARDS: SMALL ACCOMMODATION OPERATIONS

ACKNOWLEDGEMENTS
The Vietnam Tourism Occupational Standards for Small Accommodation Operations were developed by the
EU-funded “Environmentally & Socially Responsible Tourism Capacity Development Programme” (ESRT
Programme) on behalf of Ministry of Culture, Sports and Tourism/Vietnam National Administration of Tourism.
The content was developed by a team of international and local experts with support from technical working
groups, government departments, the tourism industry and local colleges.
ESRT would sincerely like to thank all individuals and groups for their valued contributions to the development of
these materials with special mention to the
•

Ministry of Culture, Sports and Tourism (MCST)

•

Ministry of Labour, Invalids and Social Affairs (MOLISA)

•

Ministry of Education and Training (MOET)

•

Vietnam National Administration of Tourism (VNAT)

•

Vietnam Tourism Certification Board (VTCB)

•

Hotel and Travel Associations and members

•

Delegation of the European Union to Vietnam

© Environmentally & Socially Responsible Tourism Capacity Development Programme
funded by the EU

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VIETNAM TOURISM OCCUPATIONAL STANDARDS: SMALL ACCOMMODATION OPERATIONS

GLOSSARY
ITEM

DEFINITION

Assessment

The process of making judgements about the extent to which a candidate’s work
meets the assessment criteria for a qualification or unit, or part of a unit

Assessment criteria

Assessment criteria list the performance/skills and knowledge and understanding
that need to be assessed

Assessment methods

VTOS allows a variety of assessment methods that are appropriate for different
types of performance or knowledge

Assessor

An experienced person who is qualified to assess the performance of the candidate
and usually from the same area of work, e.g. Front Office Supervisor

Assessor guide

A guide for assessors on how to assess the candidate and how to record and
document the candidate performance and knowledge

Attitudes/behaviours

Attitudes and behaviours impact on the quality of work performance and so these
are important aspects of ‘being competent.’ Attitudes and behaviours describe the
general ways in which individuals go about achieving the outcomes

Certification

The award of a certificate or diploma to a candidate based on assessment of
performance

Competency

Competency is the ability to apply specific skills, knowledge and behaviours/attitudes
necessary to fulfil the job requirements satisfactorily

Core units

Core units include basic competencies that all employees must possess
(e.g. communication skills)

Functional units

Functional (technical/professional) units relate to the hospitality or tourism job itself

Generic units

Generic competencies are those competencies that are common to a group of jobs
such as cookery or travel

Management units

These are the generic competencies for roles in an organization that involve
managing, supervising or influencing the work of others in some way.

Standards

Occupational standards define the knowledge, skills and attitudes/behaviours
(competence) required for effective workplace performance

Unit of competence

A unit is the smallest part of a qualification can be certified individually

VTOS

Vietnam Tourism Occupational Standards

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© Environmentally & Socially Responsible Tourism Capacity Development Programme
funded by the EU


VIETNAM TOURISM OCCUPATIONAL STANDARDS: SMALL ACCOMMODATION OPERATIONS

CONTENTS
ACKNOWLEDGEMENTS..........................................................................................................................................5
GLOSSARY................................................................................................................................................................6
CONTENTS...............................................................................................................................................................7

I. INTRODUCTION....................................................................................................................................... 9
VTOS DEVELOPMENT METHODOLOGY................................................................................................................9
VTOS LEVELS AND QUALIFICATIONS................................................................................................................. 10
VTOS COMPETENCY UNITS................................................................................................................................. 11
UNIT STRUCTURE................................................................................................................................................. 12
II. SMALL ACCOMMODATION OPERATIONS OCCUPATIONS................................................................ 14
LIST OF UNITS OF COMPETENCE....................................................................................................................... 15
SMALL ACCOMMODATION OPERATIONS QUALIFICATIONS.......................................................................... 17
III. DETAILED STANDARDS........................................................................................................................ 19
FOS1.1. UNIT TITLE: RECEIVE AND PROCESS RESERVATIONS........................................................................ 19
FOS1.2. UNIT TITLE: PROVIDE CHECK IN AND REGISTRATION SERVICES..................................................... 22
FOS1.3. UNIT TITLE: PROVIDE GUEST SERVICES.............................................................................................. 25
FOS1.4. UNIT TITLE: PROVIDE CHECKOUT SERVICES...................................................................................... 27
FOS1.5. UNIT TITLE: PROVIDE BELL BOY AND PORTER SERVICES................................................................. 30
HKS1.1. UNIT TITLE: ARRANGE TROLLEY AND EQUIPMENT.......................................................................... 33
HKS1.2. UNIT TITLE: SERVICE A GUEST ROOM................................................................................................ 35
HKS1.4. UNIT TITLE: CLEAN AND MAINTAIN FACILITIES AND EQUIPMENT................................................. 38
HKS1.5. UNIT TITLE: HANDLE GUEST LAUNDRY.............................................................................................. 41
FBS1.1. UNIT TITLE: PREPARE THE RESTAURANT FOR FOOD SERVICE......................................................... 43
FBS1.3. UNIT TITLE: WELCOME AND RECEIVE GUESTS................................................................................... 45
FBS1.4. UNIT TITLE: TAKE AND PLACE AN ORDER.......................................................................................... 47
FBS1.5. UNIT TITLE: SERVE FOOD AT TABLE.................................................................................................... 49
FBS1.6. UNIT TITLE: SERVE DRINKS AND ACCOMPANIMENTS...................................................................... 51
FBS1.7. UNIT TITLE: CLEAR TABLE..................................................................................................................... 53
FBS2.1. UNIT TITLE: OPERATE A BAR................................................................................................................ 55
FOS2.4. UNIT TITLE: PROVIDE CONCIERGE SERVICES..................................................................................... 57
FOS3.2. UNIT TITLE: MONITOR FRONT OFFICE OPERATIONS....................................................................... 60
HKS3.1. UNIT TITLE: MONITOR HOUSEKEEPING OPERATIONS..................................................................... 63
FBS3.1. UNIT TITLE: MONITOR FOOD AND BEVERAGE SERVICE................................................................... 66
HRS7. UNIT TITLE: PROVIDE ON-THE-JOB COACHING.................................................................................... 69

HRS10. UNIT TITLE: PLAN, ALLOCATE AND MONITOR WORK OF A TEAM................................................... 72
FMS4. UNIT TITLE: PREPARE AND ANALYSE FINANCIAL STATEMENTS AND REPORTS............................... 76
SCS2. UNIT TITLE: MANAGE INCIDENTS AND EMERGENCIES........................................................................ 79

© Environmentally & Socially Responsible Tourism Capacity Development Programme
funded by the EU

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VIETNAM TOURISM OCCUPATIONAL STANDARDS: SMALL ACCOMMODATION OPERATIONS

SCS3. UNIT TITLE: OPERATE BASIC SECURITY EQUIPMENT........................................................................... 82
HRS11. UNIT TITLE: IMPLEMENT OCCUPATIONAL HEALTH AND SAFETY PRACTICES................................ 85
SCS1. UNIT TITLE: MAINTAIN HOTEL SECURITY.............................................................................................. 88
RTS4.8. UNIT TITLE: APPLY RESPONSIBLE TOURISM TO ACCOMMODATION SERVICES............................ 91
COS1. UNIT TITLE: USE THE TELEPHONE IN THE WORKPLACE..................................................................... 95
COS2. UNIT TITLE: WORK EFFECTIVELY WITH OTHERS.................................................................................. 97
COS3. UNIT TITLE: COMPLETE ROUTINE ADMINISTRATIVE TASKS............................................................... 99
COS4. UNIT TITLE: USE ENGLISH AT A BASIC OPERATIONAL LEVEL........................................................... 101
COS5. UNIT TITLE: MAINTAIN INDUSTRY KNOWLEDGE............................................................................... 103
COS6. UNIT TITLE: PROVIDE BASIC FIRST AID................................................................................................ 105
COS7. UNIT TITLE: PROVIDE SAFETY AND SECURITY.................................................................................... 108
COS8. UNIT TITLE: RESPOND TO EMERGENCIES........................................................................................... 111
GES1. UNIT TITLE: PREPARE FOR WORK......................................................................................................... 114
GES2. UNIT TITLE: RECEIVE AND RESOLVE COMPLAINTS............................................................................ 117
GES3. UNIT TITLE: CLOSE DOWN THE SHIFT................................................................................................. 119
GES4. UNIT TITLE: PROCESS FINANCIAL TRANSACTIONS............................................................................ 121
GES5. UNIT TITLE: ORDER AND RECEIVE NEW STOCKS................................................................................ 123
GES6. UNIT TITLE: PROMOTE AND SELL PRODUCTS AND SERVICES.......................................................... 126

GES7. UNIT TITLE: MAINTAIN DOCUMENT FILING AND RETRIEVAL SYSTEMS........................................... 128
GES8. UNIT TITLE: MAINTAIN FOOD SAFETY AND HYGIENE........................................................................ 130
GES9. UNIT TITLE: DEVELOP GUEST RELATIONSHIPS................................................................................... 133
GES12. UNIT TITLE: APPLY RESPONSIBLE TOURISM PRINCIPLES................................................................ 135
GES13. UNIT TITLE: MONITOR FACILITIES AND OPERATIONS TO ENSURE CHILD PROTECTION............ 137
GES14. UNIT TITLE: PREVENT, CONTROL AND FIGHT FIRES........................................................................ 140
GES15. UNIT TITLE: DEAL WITH INTOXICATED AND UNAUTHORIZED PERSONS...................................... 142

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© Environmentally & Socially Responsible Tourism Capacity Development Programme
funded by the EU


VIETNAM TOURISM OCCUPATIONAL STANDARDS: SMALL ACCOMMODATION OPERATIONS

I. INTRODUCTION
With the aim to help meet the needs for a qualified workforce for the tourism industry in Vietnam, the EU-funded
Environmentally & Socially Responsible Tourism Capacity Development Programme (ESRT) was tasked to revise the Vietnam
Tourism Occupational Skills Standards (VTOS) which were originally developed under the EU-funded Human Resource
Development in Tourism Project (HRDT). The revised VTOS have been developed and benchmarked against international
occupational standards and ASEAN Common Competency Standards for Tourism Professionals (ACCSTP) and will satisfy
the requirements of the ASEAN Mutual Recognition Arrangement for Tourism Professionals (MRA-TP).
Occupational Standards refer to the agreed minimum best practice for jobs in the tourism/hospitality industry, and
include the statutory (legal, health, safety, security) requirements. They specify what a person should know and do, as well
as the way they do their work, in order to carry out the functions of a particular job in the context of the work environment.
VTOS covers two major divisions within the tourism sector (hospitality and travel) with six key occupational areas in line
with ASEAN: Hospitality Division (Front Office Operations, Housekeeping Operations, Food & Beverage Service, Food
Preparation) and Travel Division (Travel & Tour Operations, Tour Guiding). VTOS also includes four specialist areas (Hotel
Management, Small Accommodation Operations, On-site Tour Guiding, and Tourist Boat Service) to meet the unique

requirements of Vietnam tourism industry.
VTOS units of competence have been grouped to provide a range of industry-relevant qualifications/job titles from
basic to advanced levels and also a number of diplomas suitable for college teaching, therefore making it relevant for the
industry and the formal education sector.
VTOS can be used by:
Hospitality and travel companies to set a standard for how the work of their employees should be completed. VTOS
units can be used for training staff in the key skills and job functions for a range of skills. In addition VTOS can be used to
assess the performance of staff against the standards. Organizations can arrange to register their staff with an assessment
centre to formally recognise or assess their skills and gain a certificate.
Colleges and training organisations to design their hospitality or tourism curriculum. VTOS clearly specifies the skills,
knowledge and behaviours required for particular jobs in the industry. VTOS units can be compiled to provide a curriculum
for a range of education and training courses or programmes.

VTOS DEVELOPMENT METHODOLOGY
VTOS was prepared by conducting a detailed functional analysis of hospitality and tourism jobs with a technical working
group of industry experts to identify the key competencies needed for jobs for the tourism sector. The functional analysis
provides an accurate and detailed separation of the functions which have to be carried out in order to achieve the key
purpose of the sector, occupation or area of work.
A review of Vietnam tourism qualifications and occupational standards has been conducted via a national Training Needs
Assessment (TNA). The outcome of the TNA identified areas of skills shortages and defined skills requirements and
competencies that will be required of tourism professionals.
Six occupational areas identified by ASEAN and the previous Vietnam Tourism Occupational Skills Standards were then
used as a baseline to verify the findings of the functional analysis, and the competencies identified by the Technical Working
Groups were then benchmarked against international standards to ensure any gaps were filled.
The VTOS were then developed using an international occupational standards approach which developed the contents
of the standards as competencies in a format compatible with ASEAN. The units of competence include a unit title, the
performance criteria, knowledge requirements, conditions of performance and variables, assessment criteria, assessment
methods and references to ACCSTP. These competencies were then grouped into levels according to the ASEAN definition.
VTOS units of competence were prepared by a team of international and Vietnamese subject experts. The units were
reviewed by Technical Working Groups comprising industry practitioners and vocational trainers from local institutions.

Feedback from these consultations have been incorporated, revised into the standards, and a selection of units have been
piloted with trainees to ensure the level and content was appropriate for the job areas identified.

© Environmentally & Socially Responsible Tourism Capacity Development Programme
funded by the EU

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VIETNAM TOURISM OCCUPATIONAL STANDARDS: SMALL ACCOMMODATION OPERATIONS

VTOS LEVELS AND QUALIFICATIONS
VTOS consists of five qualification levels in six key occupational areas
Level 5 (Advanced Diploma 5)

Sophisticated, broad and specialised competence with senior management
skills; Technical, creative, conceptual or managerial applications built around
competencies of either a broad or specialised base and related to a broader
organisational focus.

Level 4 (Diploma 4)

Specialised competence with managerial skills; Assumes a greater theoretical
base and consists of specialised, technical or managerial competencies used to
plan, carry out and evaluate work of self and/or team.

Level 3 (Certificate 3)

Greater technical competence with supervisory skills; More sophisticated
technical applications involving competencies requiring increased theoretical

knowledge, applied in a non-routine environment and which may involve team
leadership and increased responsibility for outcomes.

Level 2 (Certificate 2)

Broad range of skills in more varied context with more responsibilities; Skilled
operator who applies a broad range of competencies within a more varied
work context and capable for working in groups, working independently in
some cases and taking a significant responsibility for their own work results and
products.

Level 1 (Certificate 1)

Basic, routine skills in a defined context; A base operational qualification that
encompasses a range of functions/activities requiring fundamental operational
knowledge and limited practical skills in a defined context.

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© Environmentally & Socially Responsible Tourism Capacity Development Programme
funded by the EU


VIETNAM TOURISM OCCUPATIONAL STANDARDS: SMALL ACCOMMODATION OPERATIONS

VTOS COMPETENCY UNITS
VTOS is structured in units of competence using a modular format so that it is flexible and easily adapted for different jobs,
personnel and qualifications. It is suitable for use in small to medium enterprises, large hotels, tour operator and travel
companies, as well as for use in colleges and educational institutions. It can be used as the basis for curriculum in colleges.
In addition, VTOS includes units on Responsible Tourism suitable for a range of jobs from all occupations. In this way, VTOS

has been developed with the flexibility required for a fast-growing tourism industry as well as the breadth required for a
range of technical and highly professional jobs at a number of levels from entry level up to Senior Management level.
VTOS consists of a range of units of competence that specify particular skills, knowledge and behaviours/attitudes necessary
to fulfil the job requirements satisfactorily. Each job will consist of a blend of functional, core and generic units.
•

Functional (technical/professional) competencies are specific to roles or jobs within the tourism industry, and
include the specific skills and knowledge (know-how) to perform effectively (e.g. food service, tour guiding etc.).

•

Core (common) competencies include the basic skills that most employees should possess (e.g., working with
others, language and IT skills). These competencies are essential for anyone to do their job competently.

•

Generic (job related) competencies are those competencies that are common to a group of jobs. They often
include general job competencies that are required in a number of occupations (e.g., health & safety), as well as job
specific competencies that apply to certain occupations more than others (e.g., close the shift).

•

Management competencies are the generic competencies for roles in an organization that involve managing,
supervising or influencing the work of others in some way. They may be specific to a job role (supervise housekeeping
operations) or general to any supervisory/management role (arrange purchase of goods and services etc.).

•

Responsible tourism competencies are the specific skills required for the operation and management in
the organisation for the enhancement of the quality of services and products towards a sustainable tourism

development, operations and products of responsible tourism.

Abbreviations for group of units
COS

Core Standards

FBS

Food & Beverage Service Standards

GES

Generic Standards

FOS

Front Office Operations Standards

RTS

Responsible Tourism Standards

FPS

Food Preparation Standards

CMS

Customer Service & Marketing Management

Standards

HKS

Housekeeping Operations Standards

FMS

Financial Management Standards

TBS

Tourist Boat Service Standards

GAS

General Administration Management
Standards

TGS

Tour Guiding Standards

HRS

Human Resource Management Standards

TOS

Travel & Tour Operation Standards

SCS

Security Management Standards

© Environmentally & Socially Responsible Tourism Capacity Development Programme
funded by the EU

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VIETNAM TOURISM OCCUPATIONAL STANDARDS: SMALL ACCOMMODATION OPERATIONS

UNIT STRUCTURE
The VTOS units of competence comprise the following:
Unit Section

Description

Example

Unit Number

• Number of the unit e.g. FOS1.3 is Front
Office Operations Standard, Level 1,
Unit 3

FOS1.3

Unit Title

• Title of the Unit

PROVIDE GUEST SERVICES

Unit Descriptor

• Summary or overview of the unit

This unit describes the competencies required
by front office staff to interface of with guests
in a number of varied situations, responding to
their requirements and expectations with
cultural and professional sensitivity to satisfy
needs and resolve problems.

Elements

• Units are divided into two or more
elements that describe the activities the
person has to carry out.
• Elements can provide structure to a
complex function and break up long lists of
Performance Criteria by presenting them
in logical sections

E1.
E2.
E3.
E4.

Performance
Criteria

• Performance Criteria should be observable
and measurable so they can be accurately
assessed.
• Performance (skills) will normally be
assessed by observation (levels 1-3) or by
documentary evidence of performance
from the workplace, especially at
management level (levels 4-5).

E1. Handle questions and requests
P1. Answer guest questions and enquiries
promptly and courteously and take personal
responsibility for finding the answers
P2. Assist guests in making bookings for
restaurants, conferences or banquets etc
P3. Compile a dossier of information commonly
requested or likely to be asked for
P4. Prepare local contact numbers and contact
details for guest use
P5. …..

Knowledge
Requirements

• Units of competence include essential
underpinning knowledge that enables the

work to be done with understanding.
• Knowledge includes understanding of
facts, principles and methods which
ensure that the person who measures up
to the standard can be effective in other
organisations, related job roles and work
contexts and be better placed to deal with
the unusual or unexpected.
• Each knowledge item will normally be
assessed by oral or written questioning.

K1. Explain the benefits and alternatives for
airline travel and associated travel means
such as trains, buses and taxis
K2. Explain the procedure for travel
reservations, confirmations and how to
enquire about regarding flight status
K3. Describe the procedures for issuing,
allowing access to and closing a safety
deposit box
K4. Describe the steps in exchanging currency
for a guest

12

Handle questions and requests
Process safety deposit boxes
Exchange foreign currency
Handle guest disbursements

© Environmentally & Socially Responsible Tourism Capacity Development Programme
funded by the EU


VIETNAM TOURISM OCCUPATIONAL STANDARDS: SMALL ACCOMMODATION OPERATIONS

Unit Section
Conditions of
performance
and variables

Assessment
Guide

Assessment
Methods

Description

Example

• Conditions of performance and variables
takes account of the fact that the real
world contains many variables, and the
units should cover these (e.g. in a hotel, a
receptionist may encounter many different
types of customer and different hotels may
provide different facilities).
• Rather than include these differences in
the performance criteria, the range of

variables will identify different types of
activities and conditions under which the
performance could take place.

4. Cash disbursements may include:
• Paid-out as a reverse cash transaction in
the cash account folio debiting the guest
account
• A cash receipt docket signed by the guest
and retained in the folio bin
• In certain establishment supervisory
authorisation may be required for such
transactions with limits applying

This section specifies the amount and type
of evidence needed to show that the trainee/
learner has met the standards specified in the
performance criteria and in all the
circumstances defined in the evidence of
achievement.
• Evidence of the candidate’s performance,
knowledge, understanding and skills needs
to be recorded and examined for quality
control purposes.
• This is often presented in a folder known
as a portfolio of evidence or in a passbook.
• Assessment needs to be cost effective and
time efficient to be sustainable.
• All assessment needs to be internally
verified by an assessment centre to ensure

it is valid, current, rigorous and objective.

Evidence of the following is required:
1. At least three different requests or issues
handled accurately and satisfactorily
2. At least two safety deposit boxes issued
according to procedures
3. At least three foreign currency transactions
handled accurately according to procedures
4. At least two guest disbursements made
according to procedures

The main assessment methods for VTOS
include:
• Assessors observing trainees at work (or,
in some cases, under realistic simulated
conditions)
• Trainees supplying examples of records
and documents that show they work to the
standard
• Line managers and supervisors providing
statements about the trainee’s work
• Candidate answering questions from their
assessors or completing written tests

This unit may be assessed on or off the job
• Assessment can include evidence and
documentation from the workplace or
through a simulation activity, supported by
a range of methods to assess underpinning

knowledge
• Assessment must relate to the individual’s
work area or area of responsibility

Assessment must ensure:
• Access to an actual workplace or simulated
environment
• Access to office equipment and resources
• Documentation of guest transactions as
evidence of performance

The following methods may be used to assess:
• Case studies
• Observation of practical candidate
performance
• Oral and written questions
• Documentation from the workplace
• Problem solving
• Role plays
• Third party reports completed by a
supervisor
• Project and assignment work

Relevant
Occupations

• The relevant job roles/job titles for which
the unit is appropriate

Front Desk Officer, FO Clerk, Guest Service

Agent, Receptionist, Front Office Supervisor

ACCSTP
References

• Cross-reference to the relevant standard
from (ASEAN Common Competency
Standards for Tourism Professionals), if
available

DH1.HFO.CL2.03 1.8, 3.6, 4.2

© Environmentally & Socially Responsible Tourism Capacity Development Programme
funded by the EU

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VIETNAM TOURISM OCCUPATIONAL STANDARDS: SMALL ACCOMMODATION OPERATIONS

II. SMALL ACCOMMODATION OPERATIONS OCCUPATIONS
Staff working in small accommodation enterprises have to be multi-skilled and flexible, as they need to provide a range
of hospitality services to their guests and customers. In addition, the owner/manager often has to handle a variety of
responsibilities from finance, to marketing to human resource development and training.
Small Accommodations are often privately owned businesses that are managed by their owner/entrepreneur and
where the owner generally controls all important decisions. The background, character, values, beliefs, and education
of an small accommodation’s owner will thus have a significant impact on the strategic direction of the enterprise. In
small accommodation operations, job descriptions are often not well defined. There can be a significant overlap in
responsibilities, with staff members taking on a number of different roles. The accountability of individuals is therefore
often less clearly set out than in larger hotels.

Small accommodation operations often have less structured procedures in place and their communication and
information flows are usually less formalized which means that staff members sometimes fail to follow up on details
such as collecting guest’s data, controlling expenses and communicating with others.
An important characteristic of small accommodation operations is their general focus on day-to-day activities. Because
their financial and staff resources tend to be restricted, small accommodation operations often concentrate on short
term problem-solving and ‘making ends meet’ as opposed to taking a long-term approach.
The majority of small accommodation operations do not attach importance to training and skills development. Often,
small accommodations owners think that investment in training equals a waste of money and there is a fear that
trained personnel would leave the hotel when their skill levels increase.
Guests that stay at small accommodations to expect friendlier service, but this does not always guarantee good service.
To improve service quality most small accommodations depend on informal, on-the-job training of staff rather than
formal training. Therefore, VTOS for small accommodation operations will support and help owners/entrepreneurs
improve the quality of their staff and service, and therefore help grow the business and build the reputation of the
hotel or enterprise and attract more business through referrals or word of mouth recommendations.

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funded by the EU


VIETNAM TOURISM OCCUPATIONAL STANDARDS: SMALL ACCOMMODATION OPERATIONS

LIST OF UNITS OF COMPETENCE
Ref Unit No

Levels

Unit Title

1

2

3

Core

Generic

 
 

 
 

 
 

4

5

 
 

 
 

1

FOS1.1

RECEIVE AND PROCESS RESERVATIONS

2

FOS1.2

PROVIDE CHECK IN AND REGISTRATION SERVICES




3

FOS1.3

PROVIDE GUEST SERVICES



 

 

 

 

 

4

FOS1.4

PROVIDE CHECKOUT SERVICES



 

 

 

 

 

5

FOS1.5

PROVIDE BELL BOY AND PORTER SERVICES



 

 

 

 

 

6

HKS1.1

ARRANGE TROLLEY AND EQUIPMENT



 

 

 

 

 

7

HKS1.2

SERVICE A GUEST ROOM



 

 

 

 

 

8

HKS1.4

CLEAN AND MAINTAIN FACILITIES AND EQUIPMENT



 

 

 

 

 

9

HKS1.5

HANDLE GUEST LAUNDRY



 

 

 

 

 

10

FBS1.1

PREPARE THE RESTAURANT FOR FOOD SERVICE



 

 

 

 

 

11

FBS1.3

WELCOME AND RECEIVE GUESTS



 

 

 

 

 

12

FBS1.4

TAKE AND PLACE AN ORDER



 

 

 

 

 

13

FBS1.5

SERVE FOOD AT TABLE



 

 

 

 

 

14

FBS1.6

SERVE DRINKS AND ACCOMPANIMENTS



 

 

 

 

 

15

FBS1.7

CLEAR TABLE



 

 

 

 

 

16

FBS2.1

OPERATE A BAR



 

 

 

 

17

FOS2.4

PROVIDE CONCIERGE SERVICES



 

 

 

 

18

FOS3.2

MONITOR FRONT OFFICE OPERATIONS

 



 

 

 

19

HKS3.1

MONITOR HOUSEKEEPING OPERATIONS

 



 

 

 

20

FBS3.1

MONITOR FOOD AND BEVERAGE SERVICE

 



 

 

 

21

HRS7

PROVIDE ON-THE-JOB COACHING

 

 

HRS10

PLAN, ALLOCATE AND MONITOR WORK OF A TEAM




 

22

 
 

23

FMS4

PREPARE AND ANALYSE FINANCIAL STATEMENTS
AND REPORTS

 



24

SCS2

MANAGE INCIDENTS AND EMERGENCIES

25

SCS3

OPERATE BASIC SECURITY EQUIPMENT

 
 




26

HRS11

IMPLEMENT OCCUPATIONAL HEALTH AND SAFETY
PRACTICES

 

 



27

SCS1

MAINTAIN HOTEL SECURITY

 



28

RTS4.8

APPLY RESPONSIBLE TOURISM TO
ACCOMMODATION SERVICES

 



29

COS1

USE THE TELEPHONE IN THE WORKPLACE

 

 

 



30

COS2

WORK EFFECTIVELY WITH OTHERS



31

COS3

COMPLETE ROUTINE ADMINISTRATIVE TASKS



32

COS4

USE ENGLISH AT A BASIC OPERATIONAL LEVEL



33

COS5

MAINTAIN INDUSTRY KNOWLEDGE



34

COS6

PROVIDE BASIC FIRST AID



35

COS7

PROVIDE SAFETY AND SECURITY



36

COS8

RESPOND TO EMERGENCIES



37

GES1

PREPARE FOR WORK

 

© Environmentally & Socially Responsible Tourism Capacity Development Programme
funded by the EU



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VIETNAM TOURISM OCCUPATIONAL STANDARDS: SMALL ACCOMMODATION OPERATIONS

Ref Unit No

Unit Title

Levels
1

2

3

4

5

Core

Generic

38

GES2

RECEIVE AND RESOLVE COMPLAINTS



39

GES3

CLOSE DOWN THE SHIFT



40

GES4

PROCESS FINANCIAL TRANSACTIONS



41

GES5

ORDER AND RECEIVE NEW STOCKS



42

GES6

PROMOTE AND SELL PRODUCTS AND SERVICES



43

GES7

MAINTAIN DOCUMENT FILING AND RETRIEVAL
SYSTEMS



44

GES8

MAINTAIN FOOD SAFETY AND HYGIENE



45

GES9

DEVELOP GUEST RELATIONSHIPS



46

GES12

APPLY RESPONSIBLE TOURISM PRINCIPLES



47

GES13

MONITOR FACILITIES AND OPERATIONS TO ENSURE

CHILD PROTECTION



48

GES14

PREVENT, CONTROL AND FIGHT FIRES



49

GES15

DEAL WITH INTOXICATED AND UNAUTHORIZED
PERSONS



16

© Environmentally & Socially Responsible Tourism Capacity Development Programme
funded by the EU


VIETNAM TOURISM OCCUPATIONAL STANDARDS: SMALL ACCOMMODATION OPERATIONS

SMALL ACCOMMODATION OPERATIONS QUALIFICATIONS

Cert No

Occupational Qualifications

Level

CSAO1

Certificate in Small Accommodation Operations

1

CSAO2

Certificate in Small Accommodation Operations

2

CSAOS3

Certificate in Supervision of Small Accommodation Operations

3

CSAO1 - Certificate in Small Accommodation Operations Level 1 (18 Units)

Ref Unit No

Levels

Unit Title

1

2

3

 
 
 
 
 

 
 
 
 
 

4

5

 
 
 
 
 

Core

Generic

 
 
 
 
 

 
 
 
 
 

1

FOS1.3

PROVIDE GUEST SERVICES

2

FOS1.5

PROVIDE BELL BOY AND PORTER SERVICES

3

HKS1.1

ARRANGE TROLLEY AND EQUIPMENT

4

HKS1.2

SERVICE A GUEST ROOM

5

HKS1.4

CLEAN AND MAINTAIN FACILITIES AND EQUIPMENT

6

HKS1.5

HANDLE GUEST LAUNDRY

7

FBS1.1

PREPARE THE RESTAURANT FOR FOOD SERVICE

 
 

 
 
 
 
 

8

FBS1.5

SERVE FOOD AT TABLE

 

9

FBS1.6

SERVE DRINKS AND ACCOMPANIMENTS

10

FBS1.7

CLEAR TABLE

 
 

11

COS2

WORK EFFECTIVELY WITH OTHERS

12

COS4

USE ENGLISH AT A BASIC OPERATIONAL LEVEL

 

 

13

COS5

MAINTAIN INDUSTRY KNOWLEDGE

 

14

GES1

PREPARE FOR WORK

15

GES3

CLOSE DOWN THE SHIFT

 
 
 

16

GES8

MAINTAIN FOOD SAFETY AND HYGIENE

 
 
 

17

GES9

DEVELOP GUEST RELATIONSHIPS

 

18

GES12

APPLY RESPONSIBLE TOURISM PRINCIPLES

 

 

© Environmentally & Socially Responsible Tourism Capacity Development Programme
funded by the EU

17


VIETNAM TOURISM OCCUPATIONAL STANDARDS: SMALL ACCOMMODATION OPERATIONS

CSAO2 - Certificate in Small Accommodation Operations Level 2 (17 Units)

Ref Unit No

Levels

Unit Title

1

2

3

 

 

 
 

1

FOS1.1

RECEIVE AND PROCESS RESERVATIONS

2

FOS1.2

PROVIDE CHECK IN AND REGISTRATION SERVICES

 
 

3

FOS1.4

PROVIDE CHECKOUT SERVICES

 

 

4

FBS1.3

WELCOME AND RECEIVE GUESTS

 

5

FBS1.4

TAKE AND PLACE AN ORDER

6

FBS2.1

OPERATE A BAR

 
 
 

7

FOS2.4

PROVIDE CONCIERGE SERVICES

8

COS1

USE THE TELEPHONE IN THE WORKPLACE

9

COS3

COMPLETE ROUTINE ADMINISTRATIVE TASKS

10

COS6

PROVIDE BASIC FIRST AID

11

COS7

PROVIDE SAFETY AND SECURITY

12

COS8

RESPOND TO EMERGENCIES

13

GES2

RECEIVE AND RESOLVE COMPLAINTS

14

GES4

PROCESS FINANCIAL TRANSACTIONS

15

GES6

16
17

4

5

Core

Generic

 
 
 

 
 
 
 
 

 
 

PROMOTE AND SELL PRODUCTS AND SERVICES

 
 
 

 
 
 
 
 

 
 

 
 
 

GES7

MAINTAIN DOCUMENT FILING AND RETRIEVAL
SYSTEMS

 

 

 

 

GES12

APPLY RESPONSIBLE TOURISM PRINCIPLES

 

 

 

 

 

CSAOS3 - Certificate in Supervision of Small Accommodation Operations Level 3 (16 units)
Ref Unit No

Levels

Unit Title

1

2

3

4

5

 







 
 
 
 
 

 
 
 
 

 

 

 

Core

Generic

 
 
 
 

 
 
 
 

1

FOS3.2

MONITOR FRONT OFFICE OPERATIONS

2

HKS3.1

MONITOR HOUSEKEEPING OPERATIONS

3

FBS3.1

MONITOR FOOD AND BEVERAGE SERVICE

4

HRS7

PROVIDE ON-THE-JOB COACHING

5

HRS10

PLAN, ALLOCATE AND MONITOR WORK OF A TEAM

 

 
 
 

6

FMS4

PREPARE AND ANALYSE FINANCIAL STATEMENTS AND
REPORTS

 

 



7

SCS2

MANAGE INCIDENTS AND EMERGENCIES

8

SCS3

OPERATE BASIC SECURITY EQUIPMENT

 
 

 
 




9

HRS11

IMPLEMENT OCCUPATIONAL HEALTH AND SAFETY
PRACTICES

 

 



 

10

SCS1

MAINTAIN HOTEL SECURITY

 

 



 

11

RTS4.8

APPLY RESPONSIBLE TOURISM TO ACCOMMODATION
SERVICES

 

 

 



 

12

GES2

RECEIVE AND RESOLVE COMPLAINTS

13

GES5

ORDER AND RECEIVE NEW STOCKS

 
 

 
 

 
 

14

GES13

MONITOR FACILITIES AND OPERATIONS TO ENSURE
CHILD PROTECTION

 

 

 

15

GES14

PREVENT, CONTROL AND FIGHT FIRES



16

GES15

DEAL WITH INTOXICATED AND UNAUTHORIZED
PERSONS



18

© Environmentally & Socially Responsible Tourism Capacity Development Programme
funded by the EU

 
 

 
 

 

 
 




 

 




VIETNAM TOURISM OCCUPATIONAL STANDARDS: SMALL ACCOMMODATION OPERATIONS

III. DETAILED STANDARDS
FOS1.1. UNIT TITLE: RECEIVE AND PROCESS RESERVATIONS
UNIT DESCRIPTOR
This unit describes the competencies required to make a reservation for a room accurately, update reservation status for
the property, modify, cancel a reservation and allocate rooms where appropriate using the correct room rates, guarantee
policies, MOP, and guest profiles.

ELEMENTS AND PERFORMANCE CRITERIA
E1. Taking a reservation
P1. Take details of reservation accurately and
completely
P2. Confirm the availability or non-availability of the
requested rooms
P3. Complete reservation and record information

E3. Cancel a reservation
P7. Locate the original reservation
P8. Accept the cancellation request and advise if
any charges incurred in the booking conditions
P9. Follow up the cancellation request with formal
notice

E2.
P4.
P5.

P6.

E4. Allocate rooms
P10. Decide if rooms need to be allocated or not
P11. Allocate rooms in accordance with numbers,
special requests, ease of servicing or guest
amenities
P12. Arrange for room changes, upgrades and
extensions of stay
P13. Create a printout of allocated rooms for easy
reference at check-in

Modify a reservation
Locate the original reservation
Accept or reject the modification request
Follow up the modification request with a
formal confirmation

KNOWLEDGE REQUIREMENTS
K1. Describe the making of a reservation from start
to finish
K2. Describe the complete process for modifying a
reservation in a variety of situations
K3. Describe the complete process for cancelling a
reservation in a variety of situations
K4. Describe the process of handling same-day
non-guaranteed reservations

K5. Describe the motives for room allocation, the
advantages and disadvantages

K6. Itemise the considerations when assigning a
room to a guest
K7. Illustrate the difference between automatically
assigned rooms and manually assigned rooms
at check in

© Environmentally & Socially Responsible Tourism Capacity Development Programme
funded by the EU

19


VIETNAM TOURISM OCCUPATIONAL STANDARDS: SMALL ACCOMMODATION OPERATIONS

CONDITIONS OF PERFORMANCE AND VARIABLES
1. The ways in which reservations may be
received may include:
•Telephone
•Facsimile
•Mail
• Face-to-face
• Online through website or online booking
company (e.g. booking.com)
• Booking agent
• E-mail
2. Guests who require reservations include:
•Individuals
•Groups
• Corporate customers
• Government agencies

• Conference delegates
•VIPs
• Travel agencies
•Airlines
• Tour operators
3. Taking a reservation normally includes:
• Establish the dates of stay required
• Establish the number of rooms required and
the types of room
• Establish the number of guests and their
disposition in the room(s)
• Confirm the availability or non-availability of the
requested rooms
• Create a waiting list and monitor its
management
• Establish the name of the reservation whether
a company name or an individual
• Retrieve guest profile if guest has stayed before
(stay reference, blacklist, memberships)
• Ask the customer for the reservation
requirement details and quote the appropriate
room rate
• Ask for the supplementary reservation details
and establish a method of guarantee
• Confirm all the reservation details back to the
customer and give a booking reference
• Finish the reservation communication
appropriately
• Complete reservation details by entering all
aspects into the system whether manual or

computerised

5. Modification procedure could include:
• Locate the original reservation and confirm that
it refers to the same request for modification
• Establish what the modification is
• Verify if the modification can be made
• Accept the modification if possible and any
changes to the booking conditions
• If the modification cannot be accommodated,
explain that this cannot be done
• Obtain the reference (name and authority) of
the person making the modification
• Follow up the modification with formal notice
6. Cancellation of a reservation could include:
• Locate the original reservation and confirm that
it refers to the same request for cancellation
• Establish why the cancellation occurred if
possible
• Accept the cancellation and advise if any
charges incurred in the booking conditions
• Obtain the reference (name and authority) of
the person making the modification
• Follow up the modification with formal notice of
this in certain cases
• For same day, non-guaranteed reservations,
obtain listing of non-guaranteed reservations
• Verify for extenuating conditions such as
inclement weather, delayed flights, company
booking or regular guests

• Seek supervisory guidance if in doubt
• Take reservation off arrivals list and file
cancellation in appropriate file
• Contact no-show of non-guaranteed
reservations where feasible

4. Modification may include:
• Extensions/reductions of stay
• Room type changes
ã Date changes
ã Special requests

20

â Environmentally & Socially Responsible Tourism Capacity Development Programme
funded by the EU


VIETNAM TOURISM OCCUPATIONAL STANDARDS: SMALL ACCOMMODATION OPERATIONS

ASSESSMENT GUIDE

ASSESSMENT METHODS

Evidence of the following is required:
1. Two occasions of accurately taking a
reservation according to procedures
2. Two occasions of modifying a reservation
according to procedures
3. Two occasions of cancelling a reservation

according to procedures
4. Two occasions of allocating rooms according to
procedures

A range of assessment methods should be used to
assess practical skills and knowledge.

Assessment must ensure:
• Access to an actual workplace or simulated
environment
• Access to office equipment and resources
• Documentation of reservation processes as
evidence of performance

The following examples are appropriate for this
unit:
• Observation of practical candidate performance
• Practical exercises that reflect the workplace
use of the computerized or manual reservation
system in use
• Role plays/simulation exercises
• Oral and written questions
• Third party reports completed by a supervisor
• Project and assignment work

RELEVANT OCCUPATIONS

ACCSTP REF

Guest Service Agent, Receptionist, Reservation Officer

D1. HFO.CL2.01

© Environmentally & Socially Responsible Tourism Capacity Development Programme
funded by the EU

21


VIETNAM TOURISM OCCUPATIONAL STANDARDS: SMALL ACCOMMODATION OPERATIONS

FOS1.2. UNIT TITLE: PROVIDE CHECK IN AND REGISTRATION SERVICES
UNIT DESCRIPTOR
This unit describes the competencies required to check in guests that have reservations or are walk-ins. It deals with
registration with hotel and local authorities, room allocations and securing guarantee of payment for individuals, VIPs or
groups in a professional and courteous manner.

ELEMENTS AND PERFORMANCE CRITERIA
E1. Check in a guest and secure payment
P1. Acknowledge all guests who approach the
reception desk
P2. Retrieve and reconfirm the reservation details
P3. Complete guest registration details and
confirm payment arrangement
P4. Allocate a suitable room according to the
reservation requirements
P5. Issue the room key and introduce hotel
facilities, services or additional information
P6. Arrange porter service if required
P7. Complete check in process

E2. Handle VIP arrivals
P8. Observe and analyse the VIP report
P9. Block off rooms for VIPs and prepare
paperwork, room set up
P10. Inform appropriate persons and departments

KNOWLEDGE REQUIREMENTS
K1. Describe the registration process for a guest
who has a reservation from entrance to
dispatch to the room
K2. Describe how any guest account may be
settled, the criteria governing each and the
steps to be taken on check in and registration
K3. Describe the types of card and the process
used in transacting a settlement both
mechanically and electronically

22

K4. Describe the process of dealing with a VIP
arrival
K5. Describe the check-in process for groups
K6. Describe the process when checking a guest in
with no reservation
K7. Describe and demonstrate the assigning of a
room and the ensuring issuance of a key and
key card

© Environmentally & Socially Responsible Tourism Capacity Development Programme

funded by the EU


VIETNAM TOURISM OCCUPATIONAL STANDARDS: SMALL ACCOMMODATION OPERATIONS

CONDITIONS OF PERFORMANCE AND VARIABLES
1. Checking in the guest should include:
• Welcome all guests who approach the
reception desk and if carrying baggage ask if
they wish to have porterage service
• Confirm the guest name and retrieve it if they
have, confirming the room type, reservation
number and duration of stay
• Request the guest to complete and sign the
registration form and as required by
regulations, request their passport or
identification card
• Check to see if there are any messages awaiting
the guest
• Allocate a suitable room according to the
reservation requirements and in doing so open
a guest account
• Handle guests who have reservation but whose
room is not yet ready
• Establish if the guest is a member of a flyer
or loyalty program where applicable, or if not,
whether they wish to join
• Establish their method of final settlement and
secure this
• Give information about the hotel and their stay,

facilities and conditions
• Check their registration form, issue their key
and summon a porter when applicable
• Offer to assist with relocation if there is no
room availability

3. Processing credit cards would include:
• Checking a card’s validity
• Credit, charge and debit cards
• Mechanical card transaction
• Computerised card transaction
4. Handling VIPs would include:
• Observe and analyse the VIP report so that
preparations can be made
• Block off rooms for VIPs as soon required to
ensure their availability and preparation
• Inform all departments that will be implicated in
good time
• Prepare paperwork and check-in details in
advance
• Inform the General or Duty manager depending
on the grade of VIP
• Greet the VIP by name and ask to sign the
registration form
• Issue the key

2. Securing payment would include:
• Establishing how the guest will settle
• Types of settlement
• Criteria governing payment guarantees

ASSESSMENT GUIDE

ASSESSMENT METHODS

Evidence of the following is required:
1. Two occasions of accurately checking in a guest
with a booking and a group booking
2. Two occasions of accurately checking in a
‘walk-in’ guest without a reservation
3. Two occasions of handling different payment
methods
4. One occasion of checking in a VIP guest

Assessment must ensure actual or simulated
workplace application of check in reception duties.

Assessment must ensure:
• Access to an actual workplace or simulated
environment
• Application of policies and procedures in
relation to dealing with guests and processing
guest stays
• Demonstration of appropriate inter-personal,
communication, negotiation, dispute resolution
and conflict management skills
• Internal accommodation reception records and
documentation are updated accordingly

The following methods may be used to assess

this unit:
• Observation of practical candidate performance
• Role plays
• Case studies
• Oral and written questions
• Third party reports completed by a supervisor
• Project and assignment work

© Environmentally & Socially Responsible Tourism Capacity Development Programme
funded by the EU

23


VIETNAM TOURISM OCCUPATIONAL STANDARDS: SMALL ACCOMMODATION OPERATIONS

RELEVANT OCCUPATIONS

ACCSTP REF

Guest Service Agent, Receptionist, Front Desk Clerk,
Front Office Supervisor

DH1.HFO.CL2.03

24

© Environmentally & Socially Responsible Tourism Capacity Development Programme
funded by the EU

VIETNAM TOURISM OCCUPATIONAL STANDARDS: SMALL ACCOMMODATION OPERATIONS

FOS1.3. UNIT TITLE: PROVIDE GUEST SERVICES
UNIT DESCRIPTOR
This unit describes the competencies required by front office staff to interface of with guests in a number of varied situations,
responding to their requirements and expectations with cultural and professional sensitivity to satisfy needs and resolve
problems.

ELEMENTS AND PERFORMANCE CRITERIA
E1. Handle questions and requests
P1. Answer guest questions and enquiries
promptly and courteously and take personal
responsibility for finding the answers
P2. Assist guests in making bookings for
restaurants, conferences or banquets, etc.
P3. Compile a dossier of information commonly
requested or likely to be asked for
P4. Prepare local contact numbers and contact
details for guest use
P5. Use common search engines and bookmark
selections of relevant web pages for future
reference
E2. Process safety deposit boxes
P6. Issue a deposit box form to the guest for
completion
P7. Allocate a suitable safety box and allow the
guest to insert valuable items for safekeeping
P8. Lock the box and hand key to guest
P9. Store the deposit form in the designated area

P10. Allow the guest access to the box using their
key and with their signature on the form

E3. Exchange foreign currency
P11. List the currencies accepted for exchange and
post the exchange rates prominently
P12. Verify the guest is a resident of the hotel
before exchanging currency
P13. Calculate the value of the exchange
P14. Issue an exchange receipt and obtain guest’s
signature
P15. Issue one copy to the guest
P16. Issue the relevant amount of currency
E4. Handle guest disbursements
P17. Respond to requests for cash advances by
guests to be charged to their credit folio
P18. Establish credit-worthiness with a guaranteed
and authorised credit card, cash balance in
credit or secure VIP status
P19. Prepare and issue cash receipt docket signed
by the guest and retained in the folio bin

KNOWLEDGE REQUIREMENTS
K1. Explain the benefits and alternatives for airline
travel and associated travel means such as
trains, buses and taxis
K2. Explain the procedure for travel reservations,
confirmations and how to enquire about
regarding flight status
K3. Describe the procedures for issuing, allowing

access to and closing a safety deposit box
K4. Describe the steps in exchanging currency for
a guest

K5. Describe the circumstances in which a paid-out
may be made and the conditions to be fulfilled
when doing so
K6. Explain the hotel’s policy in relation to security,
privacy and confidentiality issues
K7. List the policies and procedures in regard to
guest service standards
K8. Explain the hotel’s procedures for cash
handling, currency exchange and advanced
deposits

© Environmentally & Socially Responsible Tourism Capacity Development Programme
funded by the EU

25