For more information about these standards, certification and other training products, please contact the:

Saskatchewan Tourism Education Council
(Division of Tourism Saskatchewan)
321 - 4th Avenue
SASKATOON SK S7K 2L9
www.stec.com

Phone: 1-800-331-1529
(306) 933-5900
Fax: (306) 933-6250

---

1. Demonstrate Professional Attitude

• describe positive attitute
• describe impact of positive attitude
• describe impact of negative attitude
• demonstrate positive attitude
• demonstrate professional attitude
  

2. Be a Team Player

• describe importance of being a team player
• be a team player

3. Maintain Appearance

• practice personal hygiene and grooming
• describe importance of wearing uniform
• follow dress code
  

4. Promote Tourism

• outline benefits of tourism
• describe importance of promoting tourism

5. Follow etiquette for Accepting Gratuities

• follow etiquette for accepting gratuities
  

6. Adhere to Legislation

• Adhere to applicable legislation

---

B. Communication

1. Use Communication Skills

• define effective communication
• identify benefits of effective communication
• speak effectively
• define 'open' and 'closed' questions
• use listening skills
• write effectively
• outline components of non-verbal communication

2. Use Telephone Skills

• use telephone etiquette
• take messages

3. Use Paper, Cellular, telephone or Two-Way Radio

• use pager, cellular telephone or two-way radio

4. Maintain Working Relationships with Outside Services

• maintain working relationships with outside services

---

C. Guest Interaction

1. Describe Importance of Interaction with Guests

• describe importance of interaction with guests

2. Handle Arrivals

• assist arriving guests
• prepare for arrival of groups
• handle arrival of groups

3. Provide Guest Services

• inform guests about in-house facitlities and services
• show guest to room
• respond to guest requests
• be aware of external services available
• make referrals for services outside department/property
• identify resources for assisting guests with special needs
• assist guest with special needs
• handle property errors
• handle guest concerns

4. Handle Departures

• assist guests with departures
• assist with departure of groups

---

D. Product Knowledge

1. Know Property Information

• know general property information
• know specific property information
• know types of guest rooms
• know in-house services available to guests and general public
• know house policies

2. Promote Property to Potential Guests

• promote property to potential guests

---

E. Departmental Duties

1. Perform Departmental Duties

• follow daily payroll procedures
• follow master key control procedures
• use department communication system
• post reader boards
• use property occupancy information
• be aware of property activities
• keep driveway and walkways clear and clean
• provide valet parking service
• deliver items
• work with other departments
• post mail
• provide airport shuttle service informaiton
• perform lobby duties
• accommodate request for room changes

 

---

F. Luggage Handling

1. Handle Luggage

• handle luggage cart safely
• load luggage cart
• handle missing luggage claims
• handle unclaimed luggage
• assist with locked luggage
• report damaged luggage
• provide cold storage service

 

---

G. Safety and Security

1.Follow Safety Guidelines

• adhere to safety guidelines
• follow emergency procedures
• describe common classifications of fire and extinguishing agents
• describe how to use portable fire extinguisher

2. Follow Security Guidelines

• identify importance of following security guidelines
• follow security guidelines
• provide security in guest rooms

3. Handle Lost and Found Items

• hande lost and found items

4. Work Safely

• identify importance of working safely
• work safely
• identify importance of Workplace Hazardous Materials Information System (WHMIS)
• Identify WHMIS information
• follow WHMIS guidelines

---

Back to Profile List