The Further Education and Training Awards Council (FETAC) was set up as a statutory body on 11 June 2001 by the Minister for Education and Science. Under the Qualifications (Education & Training) Act, 1999, FETAC now has responsibility for making awards previously made by NCVA. Module Descriptor Reservation Sales Techniques Level 6 L32627 www.fetac.ie Level 6 Module Descriptor Summary of Contents Introduction Describes how the module functions as part of the national vocational certificate framework. Module Title Indicates the module content. This title appears on the learner’s certificate. It can be used to download the module from the website www.fetac.ie. Module Code An individual code is assigned t o each module; a letter at the beginning denotes a vocational or general studies area under which the module is grouped and the first digit denotes its level within the national vocational certificate framework. Level Indicates where the module is placed in the national vocational certificate framework, from Level 3 to Level 6. Credit Value Denotes the amount of credit that a learner accumulates on achievement of the module. Purpose Describes in summary what the learner will achieve on successfully completing the module and in what learning and vocational contexts the module has been developed. Where relevant, it lists what certification will be awarded by other certification agencies. Preferred Entry Level Recommends the level of previous achievement or experience of the learner. Special Requirements Usually ‘none’ but in some cases detail is provided here of specific learner or course provider requirements. There may also be reference to the minimum safety or skill requirements that learners must achieve prior to assessment. General Aims Describe in 3-5 statements the broad skills and knowledge learners will have achieved on successful completion of the module. Units Structure the learning outcomes; there may be no units. Specific Learning Outcomes Describe in specific terms the knowledge and skills that learners will have achieved on successful completion of the module. Portfolio of Assessment Provides details on how the learning outcomes are to be assessed. Grading Provides details of the grading system used. Individual Candidate Marking Sheets List the assessment criteria for each assessment technique and the marking system. Module Results Summary Sheet Records the marks for each candidate in each assessment technique and in total. It is an important record for centres of their candidate’s achievements. Appendices Can include approval forms for national governing bodies. Glossary of Assessment Techniques Explains the types of assessment techniques used to assess standards. Assessment Principles Describes the assessment principles that underpin FETAC approach to assessment. Introduction A module is a statement of the standards to be achieved to gain a FETAC award. Candidates are assessed to establish whether they have achieved the required standards. Credit is awarded for each module successfully completed. The standards in a module are expressed principally in terms of specific learning outcomes, i.e. what the learner will be able to do on successful completion of the module. The other elements of the module - the purpose, general aims, assessment details and assessment criteria - combine with the learning outcomes to state the standards in a holistic way. While FETAC is responsible for setting the standards for certification in partnership with course providers and industry, it is the course providers who are responsible for the design of the learning programmes. The duration, content and delivery of learning programmes should be appropriate to the learners’ needs and interests, and should enable the learners to reach the standard as described in the modules. Modules may be delivered alone or integrated with other modules. The development of learners’ core skills is a key objective of vocational education and training. The opportunity to develop these skills may arise through a single module or a range of modules. The core skills include: • taking initiative • taking responsibility for one’s own learning and progress • problem solving • applying theoretical knowledge in practical contexts • being numerate and literate • having information and communication technology skills • sourcing and organising information effectively • listening effectively • communicating orally and in writing • working effectively in group situations • understanding health and safety issues • reflecting on and evaluating quality of own learning and achievement. Course providers are encouraged to design programmes which enable learners to develop core skills. 1 1 Module Title Reservation Sales Techniques 2 Module Code L32627 3 Level 6 4 Credit Value 1 credit 5 Purpose This module is a statement of the standards to be achieved to gain a credit in Reservation Sales Techniques at Level 6. The module is designed to enable front office staff to conduct a professional sales approach to personal selling. The module focuses on the skills and knowledge required to generate optimum sales revenue for the hotel. 6 Preferred Entry Level Level 5 Certificate, Leaving Certificate or equivalent qualifications and/or relevant life and work experiences. 7 Special Requirements None. 8 General Aims Learners who successfully complete this module will: 8.1 understand the significance of the sales process to the overall marketing communications mix 8.2 acquire the skills to generate sales through a structured sales process 8.3 demonstrate the skills learned in particular selling situations 8.4 develop an awareness of best practices to optimise all aspects of the sales process 8.5 acquire the ability to analyse sales statistics for revenue management. 2 9 Units The specific learning outcomes are grouped into 5 units Unit 1 Level 3s of Selling Unit 2 Reservation Sales Process Unit 3 Applying Sales Techniques to Selling Situations Unit 4 Optimising the Sales Process Unit 5 Revenue Management 10 Specific Learning Outcomes Unit 1 Foundations of Selling Learners should be able to: 10.1.1 identify the role of front office personnel in the generation of sales revenue for the hotel 10.1.2 understand the significance of the sales function in the context of the overall marketing communications mix 10.1.3 identify the various hotel market segments - conference, business, leisure etc 10.1.4 develop a comprehensive knowledge base of the hotels product in terms of the following; bedroom type and variety, pricing structures, in-house facilities/services and knowledge of locality region and country as a whole 10.1.5 recognise the hotel’s product as a perishable and intangible service 10.1.6 develop an awareness of the hotels promotional package such as mid-week breaks, weekend specials corporate packages etc 10.1.7 recognise the impact of print, broadcast and internet advertising on sales activity 10.1.8 implement a customer centric approach throughout the sales process. 10.1.9 describe the structure of an effective Sales Presentation 3 Unit 2 Reservations Sales Process Learners should be able to: 10.2.1 use a variety of questioning and listening techniques to probe for relevant information in order to understand fully the customer requirements 10.2.2 present the hotel product in a manner that highlights services facilities and USPs 10.2.3 identify any additional opportunities presented by the customer requirements 10.2.4 acknowledge objections and provide an appropriate answer to overcome objections 10.2.5 handle objections on price by focusing on non price issues 10.2.6 overcome client resistance if necessary 10.2.7 develop appropriate closing techniques 10.2.8 use a range of tone, pitch and voice modulation in telephone selling 10.2.9 correspond with clients via email, faxes regarding bookings etc 10.2.10 familiarise oneself with the hotel and agents websites, brochures, e-flyers and promotional packages. Unit 3 Applying Sales Techniques to Selling Situations Learners should be able to: 10.3.1 implement sales skills in initial accommodation enquiries 10.3.2 demonstrate selling skills whilst taking reservations 10.3.3 present further buying opportunities when greeting guests on arrival 10.3.4 optimise future sales opportunities when presenting bills on departure 10.3.5 apply selling techniques in all customer contacts/ enquires 10.3.6 ensure all correspondence provides opportunities for maximising sales 10.3.7 generate further sales during guest stay by providing guests with information on facilities and services. 4 Unit 4 Optimising the Sales Process Learners should be able to: 10.4.1 capitalise on all incoming accommodation enquiries 10.4.2 take advantage of all the up-selling opportunities which may arise 10.4.3 optimise return visits of clients if possible 10.4.4 establish a referral system that guarantees future business 10.4.5 provide clients with a Quality Service throughout the stay 10.4.6 promote midweek promotion packages and off season packages to increase occupancy 10.4.7 promote special rates such as seniors, golf weekends, etc 10.4.8 create a buying versus order taking environment at front office. Unit 5 Revenue Management Learners should be able to: 10.5.1 compare the various measures of occupancy and their benefits 10.5.2 define the terms: Room Occupancy, Sleeper Occupancy and Income Occupancy 10.5.3 calculate the average room rate 10.5.4 recognise the significance of daily operational reports such as housekeepers reports, standard room reports and incident book reports 10.5.5 outline the importance of sales forecasting to other hotel departments 10.5.6 prepare a daily trading report for management. 11 Portfolio of Assessment . All assessment is carried out in accordance with FETAC regulations. Assignments devised locally by the internal assessor, with external moderation by FETAC. Summary Skills Demonstration 40% Assignment 1 30% Assignment 2 30% 5 11.1 Skills Demonstration In one or more skills demonstrations, candidates will be assessed in sales techniques in a variety of selling situations from unit 2 (eg role play/ simulation/work practice) Candidates will be assessed in the following skills area: • Client research • Presentation of hotel • Communication skills • Optimising Sales techniques 11.2 Assignment 1 Devise and deliver a 10 minute training programme for the hotel sales department. Presentation should incorporate the sales techniques necessary to optimise sales figures for the hotel. Candidates should include: • Effective Sales techniques • The importance of marketing communication • The role of revenue management 11.3 Assignment 2 Formulate a sales presentation aimed at the corporate market demonstrating the conference/business facilities of a hotel of choice. Knowledge of hotel services, facilities and pricing structures should be demonstrated. The candidate will be required to deliver a sales presentation of approximately 10 mins duration in a work or work simulated environment The assignments may be presented in a variety of media, for example written, audio, video, graphic, visual or any combination of these. Any audio or video evidence must be provided on tape 12 Grading Pass 50 - 64% Merit 65 - 79% Distinction 80 - 100% 6 Individual Candidate Marking Sheet 1 Reservation Sales Techniques L32627 Role Play/Work simulation 40% Candidate Name: _______________________________ PPSN: _________________________ Centre: __________________________________________________ Centre No.: __________ Assessment Criteria Maximum Mark Candidate Mark Client research - establishing the guest type - identifying opportunities to create ultimate guest experience - identifying all opportunities to up-sell - establish database of guest history - identifying special requirements 10 Presentation of hotel - demonstrate knowledge of bedroom type and variety - demonstrate knowledge of hotels pricing structures - inform guest of hotels facilities and services - demonstrate knowledge of locality/region/country 10 Communication skills - questioning and listening - personal presentation, grooming, body language - acknowledging objections and providing appropriate answers - recognising buying signals and closing sale - effective use of voice tone and pitch - appropriate use of technology-phone, email, database 10 Optimising sales - implement up-selling skills when opportunities arise - ensure return visits with special rates - establish corporate contracts - initiate client referrals when possible - promote current promotional packages 10 TOTAL MARKS This mark should be transferred to the Module Results Summary Sheet 40 Internal Assessor’s Signature: ________________________ Date: ______________________ External Authenticator’s Signature: ______________________ Date: ________________ 7 Individual Candidate Marking Sheet 2 Reservation Sales Skills L32627 Assignment 1 Sales training 30 % Candidate Name: _______________________________ PPSN: _________________________ Centre: __________________________________________________ Centre No.: __________ Assessment Criteria Maximum Mark Candidate Mark Optimising Sales techniques - establishing client referral - recognising up-selling opportunities - delivering a quality service - creating corporate contracts - initiating return visits Marketing Communications - identifying hotels target market - awareness of hotels tv/press/radio advertising - knowledge of hotel’s internet advertising - showing awareness of hotel agents advertising - awareness of hotel’s special promotions/sponsorship Revenue management - daily trading reports - daily operational reports - measures of occupancy - importance of sales forecasting Presentation skills - use of presentation aids - interaction with audience - structure/format of presentation - effective communication skills - capturing and sustaining audience attention 10 10 5 5 TOTAL MARKS This mark should be transferred to the Module Results Summary Sheet 30 Internal Assessor’s Signature: __________________________________ Date: _____________ External Authenticator’s Signature: _____________________________ Date: _____________ [...]... points - seating - PA system –microphone - projection equipment Accommodation - number of rooms and types - décor, facilities, views - room service - bathroom size - furnishings Hotel facilities - business centre with computers, internet, wireless access - audiovisual equipment - leisure facilities - car parking - quality of public areas Catering - quality of food - speed of service day time - provision.. .Reservation Sales Technique L3 262 7 Individual Candidate Marking Sheet 3 Assignment 2 Sales presentation 30% Candidate Name: _ PPSN: _ Centre : Centre No.: Assessment Criteria Location - urban, rural, coastal - Surroundings-landscaped, concrete - Accessibility-near major motorway, airport Conference rooms - number and capacity - quality-soundproofing,... of food - speed of service day time - provision for specialist diets - variety of food - provision of coffee/tea breaks during conference Price - delegate daily rate - full conference rates - accommodation and package rates - willingness to negotiate - terms and conditions of payment TOTAL MARKS This mark should be transferred to the Module Results Summary Sheet Maximum Mark 5 Candidate Mark 5 5 5 5... Candidate Mark 5 5 5 5 5 30 Internal Assessor’s Signature: Date: _ External Authenticator’s Signature: _ Date: _ 8 FETAC Module Results Summary Sheet Module Title: Module Code: Reservation Sales Techniques L3 262 7 Assessment Marking Sheets Candidate Surname Maximum Marks per Marking Sheet Candidate Forename Mark Sheet 1 Mark Sheet 2 40 30 Mark Sheet 3 30 Signed: Internal... the centre The marks awarded should be transferred to the official FETAC Module Results Sheet issued to centres before the visit of the external Authenticator 9 Total Marks 100 Total ÷? 100% Grade* Grade* D: 80 - 100% M: 65 - 79% P: 50 - 64 % U: 0 - 49% W: candidates entered who did not present for assessment Glossary of Assessment Techniques Assignment An exercise carried out in response to a brief with... generally local i.e the assessment techniques are devised and implemented by internal assessors in centres 4 Assessment techniques in FETAC modules are valid in that they test a range of appropriate learning outcomes 5 The reliability of assessment techniques is facilitated by providing support for assessors 6 Arising from an extensive consultation process, each FETAC module describes what is considered... interview-style, assessing learning through verbal questioning, on one-to-one/group basis aural, testing listening and interpretation skills theory-based, assessing the candidate’s ability to recall and apply theory, requiring responses to a range of question types, such as objective, short answer, structured, essay These questions may be answered in different media such as in writing, orally etc A self-reported... implementation and review skills/ planning and time management skills • ability to implement/produce/make/construct/perform • mastery of tools and techniques • design/creativity/problem-solving/evaluation skills • presentation/display skills • team working/co-operation/participation skills Skills Demonstration Assessment of mastery of specified practical, organisational and/or interpersonal skills These... submitted in written, oral, visual, multimedia or other format as appropriate to the learning outcomes 8 Assessment of a number of modules may be integrated, provided the separate criteria for each module are met 9 Group or team work may form part of the assessment of a module, provided each candidate’s achievement is separately assessed ... assessor/another qualified person in the centre for whom the candidate undertakes releva nt tasks The skills may be demonstrated in a range of conditions, such as in the learning environment, in a role-play exercise, or in a real- life/work situations The candidate may submit a written report/supporting documentation as part of the assessment Examples of skills: laboratory skills, computer skills, coaching skills, . made by NCVA. Module Descriptor Reservation Sales Techniques Level 6 L3 262 7 www.fetac.ie Level 6 Module Descriptor Summary. Pass 50 - 64 % Merit 65 - 79% Distinction 80 - 100% 6 Individual Candidate Marking Sheet 1 Reservation Sales Techniques L3 262 7 Role