customer service
Processes and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer's or service user's satisfaction.
Bed and breakfast operators manage the daily operations of a bed and breakfast establishment. They ensure the guests' needs are met.
Competences and skills
49 ESCO relationsEssential knowledge 2 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
1 competenceCross-sector
1 competencewaste management
The methods, materials and regulations used to collect, transport, treat and dispose of waste. This includes recycling and monitoring of waste disposal. It excludes procedures related to waste incineration.
green
Essential skills and competences 20 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
9 competenceseducate on sustainable tourism
Develop educational programmes and resources for individuals or guided groups, to provide information about sustainable tourism and the impact of human interaction on the environment, local culture and natural heritage. Educate travellers about making a positive impact and raise awareness of environmental issues.
green
engage local communities in the management of natural protected areas
Build a relationship with the local community at the destination to minimise conflicts by supporting the economic growth of local tourism businesses and respecting local traditional practices.
green
guarantee customer satisfaction
Handle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.
identify customer's needs
Use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.
manage conservation of natural and cultural heritage
Use revenue from tourism activities and donations to fund and preserve natural protected areas and intangible cultural heritage such as crafts, songs and stories of communities.
green
support community-based tourism
Support and promote tourism initiatives where tourists are immersed in the culture of local communities usually in rural, marginalised areas. The visits and overnight stays are managed by the local community with the aim of supporting their economic development.
support local tourism
Promote local products and services to visitors and encourage the use of local tourism operators in a destination.
green
use e-tourism platforms
Use digital platforms to promote and share information and digital content about a hospitality establishment or services. Analyse and manage reviews addressed to the organisation to ensure customer satisfaction.
digital
use resource-efficient technologies in hospitality
Implement technological improvements in hospitality establishments, as connectionless food steamers, pre-rinse spray valves and low flow sink taps, which optimise the water and energy consumption in dishwashing, cleaning and food preparation.
green
Cross-sector
11 competencesforecast occupancy demand
Predict the number of hotel rooms that will be booked, schedule occupancies and estimate demand forecast.
greet guests
Welcome guests in a friendly manner in a certain place.
handle customer complaints
Administer complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.
handle financial transactions
Administer currencies, financial exchange activities, deposits as well as company and voucher payments. Prepare and manage guest accounts and take payments by cash, credit card and debit card.
maintain customer records
Keep and store structured data and records about customers in accordance with customer data protection and privacy regulations.
maintain customer service
Keep the highest possible customer service and make sure that the customer service is at all times performed in a professional way. Help customers or participants feel at ease and support special requirements.
- Scope note
- Might include keeping the customers informed about the current status of their orders or waiting times.
manage budgets
Plan, monitor, report on the budget and prepare set production budgets.
manage hospitality revenue
Oversee a hospitality revenue by understanding, monitoring, predicting and reacting to consumer behaviour, in order to maximise revenue or profits, maintain budgeted gross profit and minimise expenditures.
manage the customer experience
Monitor, create and oversee customer experience and perception of brand and service. Ensure pleasant customer experience, treat customers in a cordial and courteous manner.
measure customer feedback
Evaluate customer's comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.
monitor financial accounts
Handle financial administration of your department, keep the costs down to only necessary expenses and maximise the revenues of your organisation.
Optional knowledge 7 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
5 competencesecotourism
The practice of sustainable travel to natural areas that conserve and support the local environment, fostering environmental and cultural understanding. It usually involves the observation of natural wildlife in exotic natural environments.
green
food waste monitoring systems
The characteristics, benefits and ways of using digital tools to collect, monitor and evaluate data on food waste in an organisation or hospitality establishment.
digitalgreen
local area tourism industry
The characteristics of local sights and events, accommodation, bars and restaurants and leisure activities.
property management software
The features and functioning of a software that enables the management of daily operations in real estate and accommodation businesses, to optimise resources and processes such as booking reservations, room rates, revenue data analytics or billing.
digital
self-service technologies in tourism
The application of self-service technologies in the tourism industry: performing online bookings, self-check-ins for hotels and airlines, allowing clients to perform and complete reservations by themselves using digital tools.
digital
Cross-sector
2 competencesaugmented reality
The process of adding diverse digital content (such as images, 3D objects, etc) on surfaces that exist in the real world. The user can interact in real-time with the technology by using devices such as mobile phones.
digital
virtual reality
The process of simulating real-life experiences in a completely immersive digital environment. The user interacts with the virtual reality system via devices such as specifically designed headsets.
digital
Optional skills and competences 20 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
12 competencesclean household linens
Wash linens such as sheets, towels and table cloths with water and soap or detergent. Clean linens by hand or by the use of a washing machine.
handle guest luggage
Manage, pack, unpack and store guest luggage on request.
improve customer traveling experiences with augmented reality
Use augmented reality technology to provide customers with enhanced experiences in their travelling journey, ranging from exploring digitally, interactively and in more depth tourist destinations, local sights and hotel rooms.
digital
manage visitor flows in natural protected areas
Direct visitor flows in natural protected areas, so as to minimise the long-term impact of visitors and ensure the preservation of local flora and fauna, in line with environmental regulations.
green
measure sustainability of tourism activities
Collect information, monitor and assess the impact of tourism on the environment, including on protected areas, on local cultural heritage and biodiversity, in an effort to reduce the carbon footprint of activities in the industry. It includes running surveys about visitors and measuring any compensation required for offsetting damages.
green
plan measures to safeguard cultural heritage
Prepare protection plans to apply against unexpected disasters to reduce the impact on cultural heritage as buildings, structures or landscapes.
plan measures to safeguard natural protected areas
Plan protection measures for natural areas that are protected by law, to reduce the negative impact of tourism or natural hazards on the designated areas. This includes activities such as controlling the use of land and natural resources and monitoring the flow of visitors.
green
promote the use of sustainable transport
Promote the use of sustainable transport to reduce the carbon footprint and noise and increase safety and efficiency of transport systems. Determine performance regarding the use of sustainable transport, set objectives for promoting the use of sustainable transport and propose environmentally friendly alternatives of transport.
green
promote virtual reality travelling experiences
Use virtual reality technology to immerse customers into experiences such as virtual tours of a destination, attraction or hotel. Promote this technology to allow customers to sample attractions or hotel rooms virtually before making a purchasing decision.
digital
service rooms
Offer room service and, where appropriate, service public areas, including cleaning surfaces, bathrooms, replacing linen and towels and restocking guest items.
take room service orders
Accept room service orders and redirect them to the responsible employees.
- Scope note
- This might include delivering the orders itself.
tend to guests with special needs
Ensure that disabled guests have access to the venue.
Cross-sector
8 competencesdeal with arrivals in accommodation
Handle arrivals, guest's luggage, check-in clients in line with company standards and local legislation ensuring high levels of customer service.
design customer experiences
Create customer experiences to maximise client's satisfaction and profitability.
develop strategies for accessibility
Create strategies for a business to enable optimum accessibility for all clients.
ensure price competitiveness
Guarantee price competitiveness by setting the highest achievable revenue of your product or service while observing prices of competitors and studying market strategies, conditions and evolutions.
handle chemical cleaning agents
Ensure proper handling, storage, management and disposal of cleaning chemicals (CIP) in accordance with regulations.
- Scope note
- The chemicals include hazardous materials.
handle linen in stock
Manage laundered items and store them in safe and hygienic conditions.
maintain linen operation
Keep daily operations of a linen stock, including its distribution, maintenance, rotation and storage.
manage staff
Manage employees and subordinates, working in a team or individually, to maximise their performance and contribution. Schedule their work and activities, give instructions, motivate and direct the workers to meet the company objectives. Monitor and measure how an employee undertakes their responsibilities and how well these activities are executed. Identify areas for improvement and make suggestions to achieve this. Lead a group of people to help them achieve goals and maintain an effective working relationship among staff.