iCQ
Level 2
QN: 600/3800/7
Curriculum Active
iCQ Level 2 NVQ Diploma in Front of House Reception
Official qualification regulated by Ofqual, awarded by iCQ. Classified as a Occupational Qualification. Total guided learning hours: 560 hours.
Qualification Level
Level 2
Awarding Body
iCQ
Syllabus Units
20 Units
Guided Hours
560 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
Communicate in a business environment
Verified
Key Learning Objectives:
- Understand the purpose of planning communication
- Understand how to communicate in writing
- Understand how to communicate verbally
- Understand the purpose of feedback in developing communication skills
- Be able to plan communication
- Be able to communicate in writing
- Be able to communicate verbally
- Be able to identify and agree ways of developing communication skills
2
Deal with Arrival of Customers
Verified
Key Learning Objectives:
- 0 Be able to deal with the arrival of customers, 0 Know how to deal with the arrival of customers
3
Deal with Bookings
Verified
Key Learning Objectives:
- 0 Be able to deal with booking enquiries, 0 Know how to deal with booking enquiries, 0 Be able to confirm, cancel and amend bookings, 0 know how to confirm, cancel and amend bookings
4
Deal with Communications as Part of the Reception Function
Verified
Key Learning Objectives:
- 0 Be able to deal with incoming communications, 0 Know how to deal with incoming communications, 0 Be able to deal with outgoing communications, 0 Know how to deal with outgoing communications
5
Deal with customers across a language divide
Verified
Key Learning Objectives:
- prepare to deal with customers with a different first language, deal with customers who speak a different first language from their own
- know how to deal with customers across a language divide
6
Employment Rights and Responsibilities in the Hospitality, Leisure, Travel and Tourism Sector
Verified
Key Learning Objectives:
- Know employer and employee rights, responsibilities and own organisational procedures
- know factors that affect own organisation and occupation
7
Give customers a positive impression of yourself and your organisation.
Verified
Key Learning Objectives:
- establish rapport with customers
- respond appropriately to customers
- communicate information to customers
- understand how to give customers a positive impression of themselves and the organisation
8
Handle Mail and Book External Services
Verified
Key Learning Objectives:
- 0 Be able to handle mail and messages, 0 Know how to handle mail and messages, 0 Be able to book external services, 0 Know how to book external services
9
Maintain and deal with payments
Verified
Key Learning Objectives:
- Be able to maintain and deal with payments
- Know how maintain and deal with payments
10
Maintain customer service through effective handover
Verified
Key Learning Objectives:
- agree joint responsibilities in a customer service team, check that customer service actions are seen through by working together with colleagues
- understand how to maintain customer service through effective handover
11
Maintenance of a safe, hygienic and secure working environment
Verified
Key Learning Objectives:
- Be able to maintain personal health and hygiene
- Know how to maintain personal health and hygiene, 0 Be able to help maintain a hygienic, safe and secure workplace, 0 Know how to maintain a hygienic, safe and secure workplace
12
Prepare Customer Accounts and Deal with Departures
Verified
Key Learning Objectives:
- 0 Be able to prepare and maintain customer accounts, 0 Understand how to prepare and maintain customer accounts, 0 Be able to deal with the departure of customers, 0 Understand how to deal with the departure of customers
13
Produce documents in a business environment
Verified
Key Learning Objectives:
- Understand the purpose of producing high quality and attractive documents in a business environment
- Know the resources and technology available and how to use them when producing documents in a business environment
- Understand the purpose of following procedures when producing documents in a business environment
- Be able to prepare for tasks
- Be able to produce documents to agreed specifications
14
Promote additional services or products to customers
Verified
Key Learning Objectives:
- identify additional services or products that are available, inform customers about additional services or products, gain customer commitment to using additional services or products
- understand how to promote additional services or products to customers
15
Provide reception services
Verified
Key Learning Objectives:
- Understand the purpose of reception services in a business environment
- Understand the procedures to be followed when providing reception services
- Understand ways of improving reception services and developing own role, Provide a reception service
16
Provide Tourism Information Services to Customers
Verified
Key Learning Objectives:
- 0 Be able to work with customers on their tourism information needs, 0 Understand how to work with customers on their tourism information needs, 0 Be able to seek tourism information and offer advice to customers, 0 Understand how to seek tourism information and offer advice to customers
17
Resolve customer service problems
Verified
Key Learning Objectives:
- spot customer service problems, pick the best solution to re
- solve customer service problems, take action to re
- solve customer service problems
- know how to re
18
Store and retrieve information
Verified
Key Learning Objectives:
- Understand processes and procedures for storing and retrieving information
- Be able to store information
- Be able to retrieve information
19
Use office equipment
Verified
Key Learning Objectives:
- Know about different types of office equipment and its uses
- Understand the purpose of following instructions and health and safety procedures
- Understand how to use equipment in a way that minimises waste
- Know about the different types of problems that may occur when using equipment and how to deal with them
- Understand the purpose of meeting work standards and deadlines
- Understand the purpose of leaving equipment and the work area ready for the next user
- Be able to use office equipment
20
Working effectively as part of a hospitality team
Verified
Key Learning Objectives:
- Be able to plan and organise own work
- Be able to work effectively with team members
- Be able to develop own skills
- Know how to plan and organise own work
- Know how to work effectively with team members
- Know how to develop own skills
Regulatory & Verification Details
- Qualification Number (QN)
- 600/3800/7
- Regulated Status
- Available to learners
- Awarding Body
- iCQ
- Qualification Type
- Occupational Qualification
- Operational Start
- Nov 2011