Qualification Pack

Front Office Trainee

QP Code: THC/Q0110

Version: 2.0

NSQF Level: 3

Tourism & Hospitality Skill Council || 404/407, 4th floor, Mercantile House, K.G. Marg,
Connaught Place New Delhi 110001

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Contents
THC/Q0110: Front Office Trainee ......................................................................................................... 3
Brief Job Description ...................................................................................................................... 3
Applicable National Occupational Standards (NOS) ............................................................................. 3
Compulsory NOS ........................................................................................................................... 3
Qualification Pack (QP) Parameters .............................................................................................. 3
THC/N0129: Assist in performing front office activities ........................................................................ 5
THC/N9901: Communicate effectively and maintain service standards ............................................. 10
THC/N9903: Maintain organisational confidentiality and respect guests’ privacy .............................. 15
THC/N9906: Follow Health, Hygiene and Safety practices ................................................................. 19
Assessment Guidelines and Weightage ............................................................................................. 23
Assessment Guidelines ............................................................................................................... 23
Assessment Weightage ............................................................................................................... 24
Acronyms ........................................................................................................................................... 25
Glossary ............................................................................................................................................. 26

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THC/Q0110: Front Office Trainee

Brief Job Description

The individual at work assists front office associate in performing front office activities and also provides
assistance in bell desk activities if required.

Personal Attributes

The job requires the individual to be polite, well-groomed, committed, and service-oriented with great
interpersonal skills and attention to details. The person should be able to work comfortably for long
duration.

Applicable National Occupational Standards (NOS)

Compulsory NOS:

1. THC/N0129: Assist in performing front office activities

2. THC/N9901: Communicate effectively and maintain service standards

3. THC/N9903: Maintain organisational confidentiality and respect guests’ privacy

4. THC/N9906: Follow Health, Hygiene and Safety practices

Qualification Pack (QP) Parameters

Sector Tourism & Hospitality

Sub-Sector Hotels

Occupation Front Office Management

Country India

NSQF Level 3

Aligned to NCO/ISCO/ISIC Code NCO-2015/44224.0100

12th Class/I.T.I (two years after class 10th)

Minimum Educational Qualification & OR
Experience 12th Class/I.T.I (one year after class 10th with
one year of experience)

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Minimum Level of Education for Training in

Not Applicable
School

Pre-Requisite License or Training Not applicable

Minimum Job Entry Age 18 Years

Last Reviewed On 24/06/2021

Next Review Date 24/06/2024

Deactivation Date 24/06/2024

NSQC Approval Date 24/06/2021

Version 2.0

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THC/N0129: Assist in performing front office activities

Description

This OS unit is about assisting in front office operations and bell desk activities.

Scope

The scope covers the following :

Assist in front office operations

Assist in bell desk activities

Elements and Performance Criteria

Assist in front office operations

To be competent, the user/individual on the job must be able to:
PC1. ensure availability at the front desk at all times
PC2. make sure the work area is always kept in a tidy and organized condition
PC3. attend phone calls, and reroute them to the concerned person
PC4. receive couriers, messages, and parcels and forward them to the addressed person as per
SOP
PC5. file all the reports and records properly as per organizational standards
PC6. arrange all the keys in the key rack as per SOP
PC7. assist in preparing and distributing amenity vouchers
PC8. greet and welcome the guests visiting the hotel
PC9. assist Front Office Associate in the guest’s check-in during peak hours to ease traffic at the
front office like making photocopies of documents, etc.
PC10. assist Front Office Associate in all the necessary preparations for important events and
conventions
PC11. escort the guest to the room and explain about the hotel and room’s facilities
PC12. liaise with F&B and housekeeping department regarding guest’s requirements
Assist in bell desk activities
To be competent, the user/individual on the job must be able to:
PC13. assist Bell Desk Associate with guest luggage handing during arrival and departure of the
guests
PC14. provide assistance to bell desk in tagging all guest luggage
PC15. help bell desk in distributing all night audit reports to concerned departments
PC16. assist the guest to his or her room or other areas of the hotel, if required

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. organization's policy on reporting

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KU2. organizational code of conduct, business etiquette, and grooming standards

KU3. organizational SOPs and guidelines for front office
KU4. types of service departments in the hotel like F&B, housekeeping, etc.
KU5. responsibilities of front office trainees
KU6. front office service cycle and daily operations
KU7. luggage, parcels/deliverables screening process
KU8. types and usage of luggage trolley or carts
KU9. procedure for accepting and delivering guest mails/messages/packages
KU10. regulatory requirements for guest registration/check-in and check-outs
KU11. hotel layout/floor plans, fire exits, and placement of fire-fighting equipment
KU12. types of rooms available, the facilities, tariff, and BAR (Best Available Rates), Corporate
Rates, Contracted Rates, Group Rates, check-in, and check-out policies, etc. meal plans, and
other details
KU13. basic functioning and operating procedures of various office equipment, such as photocopier,
printers, etc.
KU14. guest registration process
KU15. acceptable identity/proof documents
KU16. peak/lean season for occupancy status and flow of guests
KU17. usage of the internet and e-mails
KU18. luggage tagging methods

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. read and interpret instructions, procedures, information, and signages in the workplace
GS2. communicate effectively and cordially with guests and seniors
GS3. exhibit politeness and courteousness under all circumstances and situations
GS4. manage time effectively for prompt and improved guest services

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Assessment Criteria

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

Assist in front office operations 30 30 - 15

PC1. ensure availability at the front desk at all

- - - -
times

PC2. make sure the work area is always kept in

- - - -
a tidy and organized condition

PC3. attend phone calls, and reroute them to the

- - - -
concerned person

PC4. receive couriers, messages, and parcels

and forward them to the addressed person as - - - -
per SOP

PC5. file all the reports and records properly as

- - - -
per organizational standards

PC6. arrange all the keys in the key rack as per

- - - -
SOP

PC7. assist in preparing and distributing amenity

- - - -
vouchers

PC8. greet and welcome the guests visiting the

- - - -
hotel

PC9. assist Front Office Associate in the guest’s

check-in during peak hours to ease traffic at the
- - - -
front office like making photocopies of
documents, etc.

PC10. assist Front Office Associate in all the

necessary preparations for important events and - - - -
conventions

PC11. escort the guest to the room and explain

- - - -
about the hotel and room’s facilities

PC12. liaise with F&B and housekeeping

- - - -
department regarding guest’s requirements

Assist in bell desk activities 10 10 - 5

PC13. assist Bell Desk Associate with guest

luggage handing during arrival and departure of - - - -
the guests

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Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

PC14. provide assistance to bell desk in tagging

- - - -
all guest luggage

PC15. help bell desk in distributing all night

- - - -
audit reports to concerned departments

PC16. assist the guest to his or her room or

- - - -
other areas of the hotel, if required

NOS Total 40 40 - 20

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National Occupational Standards (NOS) Parameters

NOS Code THC/N0129

NOS Name Assist in performing front office activities

Sector Tourism & Hospitality

Sub-Sector Hotels

Occupation Front office management

NSQF Level 3

Credits TBD

Version 2.0

Last Reviewed Date 24/06/2021

Next Review Date 24/06/2024

24/06/2021
NSQC Clearance Date

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THC/N9901: Communicate effectively and maintain service standards

Description

This OS unit is about communicating effectively, maintaining standard of etiquette at workplace and
attending to specific guest requirements.

Scope

The scope covers the following :

Communicate effectively with guests, colleagues and superiors

Maintain professional etiquette
Provide specific services as per the guests' requirements

Elements and Performance Criteria

Communicate effectively with guests, colleagues and superiors

To be competent, the user/individual on the job must be able to:
PC1. greet the guests promptly and appropriately as per organization’s procedure
PC2. communicate with the guests in a polite and professional manner
PC3. clarify guest’s requirements by asking appropriate questions
PC4. address guest’s dissatisfactions and complaints effectively
PC5. build effective yet impersonal relationship with guests
PC6. inform guests on any issue/problem beforehand including any developments involving them
PC7. seek feedback from the guests and incorporate them to improve the guest experience
PC8. escalate any negative feedback received from the guests to immediate reporting authority
on high priority
PC9. pass on essential information to the colleagues timely
PC10. report any workplace issues to the superior immediately
Maintain professional etiquette
To be competent, the user/individual on the job must be able to:
PC11. report to work on time
PC12. follow proper etiquette while interacting with colleagues and superiors
PC13. follow the dress code as per organizational policy
PC14. maintain personal hygiene
PC15. respect privacy of others at the workplace
Provide specific services as per the guests’ requirements
To be competent, the user/individual on the job must be able to:
PC16. offer services and maintain the quality of facilities to cater to specific needs of every
individual, across all gender and age group as per company standards
PC17. provide assistance to Persons with Disability, if required
PC18. follow the organisational policies specified for Persons with Disability
PC19. follow gender and age sensitive service practices at all times

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PC20. adhere to the company policies related to prevention of sexual harassment

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. organizational policies on behavioural etiquette and professionalism

KU2. organizational policies on gender sensitive service practices at workplace
KU3. organizational hierarchy and reporting structure
KU4. documentation policy and procedures of the organization
KU5. service quality standards as per organizational policies
KU6. complaint handling policy and procedures
KU7. SOP on personal hygiene
KU8. procedure of giving and receiving feedback positively
KU9. gender specific requirements of different types of guest
KU10. specific requirements of different age-groups of guests
KU11. age and gender specific etiquette
KU12. key helpline numbers
KU13. organizational policy with regards to Persons with disability

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. read job sheets, company policy, notes and comments received from the supervisor or guest,
documents and information displayed at the workplace
GS2. interact with coworkers to work efficiently
GS3. communicate effectively with the guests
GS4. solve problem when required
GS5. improve work processes by incorporating guests' feedback

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Assessment Criteria

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

Communicate effectively with guests, colleagues

20 20 - 10
and superiors

PC1. greet the guests promptly and

- - - -
appropriately as per organization’s procedure

PC2. communicate with the guests in a polite

- - - -
and professional manner

PC3. clarify guest’s requirements by asking

- - - -
appropriate questions

PC4. address guest’s dissatisfactions and

- - - -
complaints effectively

PC5. build effective yet impersonal relationship

- - - -
with guests

PC6. inform guests on any issue/problem

beforehand including any developments - - - -
involving them

PC7. seek feedback from the guests and

incorporate them to improve the guest - - - -
experience

PC8. escalate any negative feedback received

from the guests to immediate reporting - - - -
authority on high priority

PC9. pass on essential information to the

- - - -
colleagues timely

PC10. report any workplace issues to the

- - - -
superior immediately

Maintain professional etiquette 10 10 - 5

PC11. report to work on time - - - -

PC12. follow proper etiquette while interacting

- - - -
with colleagues and superiors

PC13. follow the dress code as per

- - - -
organizational policy

PC14. maintain personal hygiene - - - -

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Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

PC15. respect privacy of others at the workplace - - - -

Provide specific services as per the guests’

10 10 - 5
requirements

PC16. offer services and maintain the quality of

facilities to cater to specific needs of every
- - - -
individual, across all gender and age group as
per company standards

PC17. provide assistance to Persons with

- - - -
Disability, if required

PC18. follow the organisational policies specified

- - - -
for Persons with Disability

PC19. follow gender and age sensitive service

- - - -
practices at all times

PC20. adhere to the company policies related to

- - - -
prevention of sexual harassment

NOS Total 40 40 - 20

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National Occupational Standards (NOS) Parameters

NOS Code THC/N9901

NOS Name Communicate effectively and maintain service standards

Sector Tourism & Hospitality

Sub-Sector Hotels/Restaurant, Tours and Travels, Facility Management, Cruise

Occupation Generic

NSQF Level 3

Credits TBD

Version 2.0

Last Reviewed Date 24/12/2020

Next Review Date 24/12/2023

24/12/2020
NSQC Clearance Date

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THC/N9903: Maintain organisational confidentiality and respect guests’

privacy

Description

This OS unit is about maintaining the confidentiality of the organisation and respecting the privacy of the
guest.

Scope

The scope covers the following :

Maintain organisational confidentiality

Respect guest's privacy

Elements and Performance Criteria

Maintain organisational confidentiality

To be competent, the user/individual on the job must be able to:
PC1. ensure not leaving any confidential information visible and unattended on the workstation
PC2. comply to organizational IPR policy at all times
PC3. report any infringement of IPR observed by anyone in the company to the concerned person
PC4. maintain the confidentiality of the organisational information through appropriate use, storage
and disposal
Respect guest’s privacy
To be competent, the user/individual on the job must be able to:
PC5. protect personal and financial information of the guest
PC6. refrain self from infringing upon guest’s professional deals and plans

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. organisation's policies on intellectual property rights and confidential information

KU2. IPR infringement reporting procedure
KU3. storage and disposal procedures for confidential information
KU4. importance of maintaining confidentiality for competitiveness of an organisation
KU5. significance of damages resulting from confidentiality infringement

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. read organisational policy documents, information displayed at the workplace, and comments
recevied from guest and supervisor

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GS2. communicate effectively with the guests regarding confidentiality

GS3. resolve conflicts related to confidentiality and privacy by reporting the issue in time

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Assessment Criteria

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

Maintain organisational confidentiality 6 6 - 3

PC1. ensure not leaving any confidential

information visible and unattended on the - - - -
workstation

PC2. comply to organizational IPR policy at all

- - - -
times

PC3. report any infringement of IPR observed

by anyone in the company to the concerned - - - -
person

PC4. maintain the confidentiality of the

organisational information through - - - -
appropriate use, storage and disposal

Respect guest’s privacy 4 4 - 2

PC5. protect personal and financial

- - - -
information of the guest

PC6. refrain self from infringing upon guest’s

- - - -
professional deals and plans

NOS Total 10 10 - 5

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National Occupational Standards (NOS) Parameters

NOS Code THC/N9903

NOS Name Maintain organisational confidentiality and respect guests’ privacy

Sector Tourism & Hospitality

Sub-Sector Hotels/Restaurant, Tours and Travels, Facility Management, Cruise

Occupation Generic

NSQF Level 3

Credits TBD

Version 2.0

Last Reviewed Date 24/12/2020

Next Review Date 24/12/2023

24/12/2020
NSQC Clearance Date

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THC/N9906: Follow Health, Hygiene and Safety practices

Description

This OS unit is about ensuring a hazard free working environment along with maintaining health and
hygiene.

Scope

The scope covers the following :

Maintain personal and workplace hygiene

Take precautionary health measures
Follow standard safety procedure
Follow effective waste management

Elements and Performance Criteria

Maintain personal and workplace hygiene

To be competent, the user/individual on the job must be able to:
PC1. wash and sanitize hands at regular intervals using hand wash & alcohol-based sanitizers
PC2. clean the workplace with appropriate cleaning solution and disinfectants as recommended
PC3. clean the crockery and other articles as per established standards
PC4. sanitize all tools and equipment requiring touch points at regular intervals
PC5. ensure that the trashcans are cleared regularly following the cleanliness and maintenance
schedule
PC6. use appropriate PPE (headwear, glasses, goggles, footwear etc.) considering the task to be
performed and the working environment
PC7. dispose of the waste as per the prescribed standards
PC8. maintain personal hygiene by brushing teeth regularly, wearing clean clothes, following a
healthy diet etc.
Take precautionary health measures
To be competent, the user/individual on the job must be able to:
PC9. attend regular health check-ups organized by the management
PC10. report personal health issues related to injury, food, air and infectious disease
PC11. report to the concerned authority in case any coworker is unwell
Follow standard safety procedure
To be competent, the user/individual on the job must be able to:
PC12. follow safety procedures while handling materials, tools, equipment etc.
PC13. follow first aid procedures appropriately
PC14. identify hazards at the workplace and report to the concerned person in time
Follow effective waste management
To be competent, the user/individual on the job must be able to:
PC15. identify and segregate recyclable, non-recyclable and hazardous waste at workplace
PC16. segregate waste into different coloured dustbins

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PC17. handle the waste as per SOP

PC18. recycle waste wherever applicable
PC19. dispose of PPEs in a plastic bag, sealed and labelled as infectious waste

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. organisation's policy on reporting and managing safety issues

KU2. procedure to maintain cleanliness standards at workplace
KU3. SOP on personal hygiene
KU4. importance of preventive health checkup and healthy living
KU5. procedure to report health issues
KU6. instructions for operating and handling equipment as per standard
KU7. purpose and usage of PPE
KU8. basic first-aid procedures
KU9. standard waste management policy

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. read organisation policy, procedure manuals and instructions, documents and information
displayed at the workplace
GS2. fill in relevant forms, formats and checklist accurately
GS3. communicate effectively with guests and co-workers
GS4. analyze the impact of not adhering to the health and safety procedures

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Assessment Criteria

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

Maintain personal and workplace hygiene 10 10 - 5

PC1. wash and sanitize hands at regular

intervals using hand wash & alcohol-based - - - -
sanitizers

PC2. clean the workplace with appropriate

cleaning solution and disinfectants as - - - -
recommended

PC3. clean the crockery and other articles as per

- - - -
established standards

PC4. sanitize all tools and equipment requiring

- - - -
touch points at regular intervals

PC5. ensure that the trashcans are cleared

regularly following the cleanliness and - - - -
maintenance schedule

PC6. use appropriate PPE (headwear, glasses,

goggles, footwear etc.) considering the task to - - - -
be performed and the working environment

PC7. dispose of the waste as per the prescribed

- - - -
standards

PC8. maintain personal hygiene by brushing

teeth regularly, wearing clean clothes, following - - - -
a healthy diet etc.

Take precautionary health measures 5 5 - -

PC9. attend regular health check-ups organized

- - - -
by the management

PC10. report personal health issues related to

- - - -
injury, food, air and infectious disease

PC11. report to the concerned authority in case

- - - -
any coworker is unwell

Follow standard safety procedure 5 10 - 5

PC12. follow safety procedures while handling

- - - -
materials, tools, equipment etc.

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Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

PC13. follow first aid procedures appropriately - - - -

PC14. identify hazards at the workplace and

- - - -
report to the concerned person in time

Follow effective waste management 5 10 - 5

PC15. identify and segregate recyclable, non-

- - - -
recyclable and hazardous waste at workplace

PC16. segregate waste into different coloured

- - - -
dustbins

PC17. handle the waste as per SOP - - - -

PC18. recycle waste wherever applicable - - - -

PC19. dispose of PPEs in a plastic bag, sealed

- - - -
and labelled as infectious waste

NOS Total 25 35 - 15

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National Occupational Standards (NOS) Parameters

NOS Code THC/N9906

NOS Name Follow Health, Hygiene and Safety practices

Sector Tourism & Hospitality

Sub-Sector Hotels/Restaurant, Tours and Travels, Facility Management, Cruise

Occupation Generic

NSQF Level 3

Credits TBD

Version 2.0

Last Reviewed Date 24/12/2020

Next Review Date 24/12/2023

24/12/2020
NSQC Clearance Date

Assessment Guidelines and Assessment Weightage

Assessment Guidelines

1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each
Performance Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will also lay
down the proportion of marks for Theory and Skills Practical for each PC.

2. The assessment for the theory part will be based on the knowledge bank of questions created by the
SSC.

3. Assessment will be conducted for all compulsory NOS, and where applicable, on the selected
elective/option NOS/set of NOS.

4. Individual assessment agencies will create unique question papers for the theory part for each
candidate at each examination/training center (as per assessment criteria below).

5. Individual assessment agencies will create unique evaluations for skill practical for every student at
each examination/ training center based on these criteria.

6. To pass the Qualification Pack assessment, every trainee should score a minimum of 50% of %
aggregate marks to successfully clear the assessment.

7. In case of unsuccessful completion, the trainee may seek reassessment on the Qualification Pack.

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Minimum Aggregate Passing % at QP Level : 50

(Please note: Every Trainee should score a minimum aggregate passing percentage as specified above, to
successfully clear the Qualification Pack assessment.)

Assessment Weightage

Compulsory NOS

National Occupational Theory Practical Project Viva Total

Weightage
Standards Marks Marks Marks Marks Marks

THC/N0129.Assist in
performing front office 40 40 0 20 100 50
activities

THC/N9901.Communicate
effectively and maintain 40 40 - 20 100 25
service standards

THC/N9903.Maintain
organisational confidentiality 10 10 - 5 25 10
and respect guests’ privacy

THC/N9906.Follow Health,
25 35 - 15 75 15
Hygiene and Safety practices

Total 115 125 - 60 300 100

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Acronyms

NOS National Occupational Standard(s)

NSQF National Skills Qualifications Framework

QP Qualifications Pack

TVET Technical and Vocational Education and Training

OH&S Occupational Health and Safety

PPE Personal Protective Equipment

HACCP Hazard Analysis and Critical Control Points

FSSAI Food Safety and Standards Authority of India

ISO International Standards Organization

IPR Intellectual Property Rights

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Glossary

Sector is a conglomeration of different business operations having

similar business and interests. It may also be defined as a distinct
Sector
subset of the economy whose components share similar characteristics
and interests.

Sub-sector is derived from a further breakdown based on the

Sub-sector
characteristics and interests of its components.

Occupation is a set of job roles, which perform similar/ related set of

Occupation
functions in an industry.

Job role defines a unique set of functions that together form a unique
Job role
employment opportunity in an organisation.

OS specify the standards of performance an individual must achieve

when carrying out a function in the workplace, together with the
Occupational
Knowledge and Understanding (KU) they need to meet that standard
Standards (OS)
consistently. Occupational Standards are applicable both in the Indian
and global contexts.

Performance Criteria Performance Criteria (PC) are statements that together specify the
(PC) standard of performance required when carrying out a task.

National
NOS are occupational standards which apply uniquely in the Indian
Occupational
context.
Standards (NOS)

QP comprises the set of OS, together with the educational, training and
Qualifications Pack
other criteria required to perform a job role. A QP is assigned a unique
(QP)
qualifications pack code.

Unit code is a unique identifier for an Occupational Standard, which is

Unit Code
denoted by an ‘N’

Unit title gives a clear overall statement about what the incumbent
Unit Title
should be able to do.

Description gives a short summary of the unit content. This would be

Description helpful to anyone searching on a database to verify that this is the
appropriate OS they are looking for.

Scope is a set of statements specifying the range of variables that an

Scope individual may have to deal with in carrying out the function which have
a critical impact on quality of performance required.

Knowledge and Understanding (KU) are statements which together

Knowledge and specify the technical, generic, professional and organisational specific
Understanding (KU) knowledge that an individual needs in order to perform to the required
standard.

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Organisational context includes the way the organisation is structured

Organisational
and how it operates, including the extent of operative knowledge
Context
managers have of their relevant areas of responsibility.

Technical knowledge is the specific knowledge needed to accomplish

Technical Knowledge
specific designated responsibilities.

Core skills or Generic Skills (GS) are a group of skills that are the key to
learning and working in today’s world. These skills are typically needed
Core Skills/ Generic
in any work environment in today’s world. These skills are typically
Skills (GS)
needed in any work environment. In the context of the OS, these include
communication related skills that are applicable to most job roles.

Electives are NOS/set of NOS that are identified by the sector as

contributive to specialization in a job role. There may be multiple
Electives
electives within a QP for each specialized job role. Trainees must select
at least one elective for the successful completion of a QP with Electives.

Options are NOS/set of NOS that are identified by the sector as

Options additional skills. There may be multiple options within a QP. It is not
mandatory to select any of the options to complete a QP with Options.

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