inform tourist groups on logistical times
Brief groups of tourists on departure and arrival times as part of their itinerary.
Hosts/hostesses welcome and inform visitors at airports, train stations, hotels, exhibitions fairs, and function events and/or attend to passengers in the mean of transport.
Competences and skills
26 ESCO relationsEssential skills and competences 17 competences
Occupation specific
1 competenceSector-specific
8 competencesdemonstrate intercultural competences in hospitality services
Understand, respect and build constructive and positive relations with intercultural clients, guests and collaborators in the field of hospitality.
distribute local information materials
Hand out leaflets, maps and tour brochures to visitors with information and tips about local sites, attractions and events.
escort visitors to places of interest
Bring tourists to places of interest such as museums, exhibitions, theme parks or art galleries.
identify customer's needs
Use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.
maintain relationship with customers
Build a lasting and meaningful relationship with customers in order to ensure satisfaction and fidelity by providing accurate and friendly advice and support, by delivering quality products and services and by supplying after-sales information and service.
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
provide tourism related information
Give customers relevant information about historical and cultural locations and events while conveying this information in an entertaining and informative manner.
- Scope note
- Locations might be such as points of interest, events, local customs or foreign country regulations.
welcome tour groups
Greet newly arrived groups of tourists at their starting point to announce details of upcoming events and travel arrangements.
Cross-sector
8 competencesanswer incoming calls
Respond to customers' inquiries and provide customers with appropriate information.
assist clients with special needs
Aid clients with special needs following relevant guidelines and special standards. Recognise their needs and accurately respond to them if needed.
communicate verbal instructions
Communicate transparent instructions. Ensure that messages are understood and followed correctly.
greet guests
Welcome guests in a friendly manner in a certain place.
handle personal identifiable information
Administer sensitive personal information on customers securely and discreetly
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 tourist groups
Monitor and guide tourists ensuring positive group dynamics and address areas of conflict and concern where they occur.
provide visitor information
Provide directions and other relevant information to visitors.
Optional skills and competences 9 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
5 competencesanswer questions about the train transport service
Respond to all questions customers may have about the transportation services on a train. The conductor should posses a broad range of knowledge on fares, schedules, train services, passwords or web services, etc.
assist passengers
Provide help to people getting in and out of their car or any other transportation vehicle, by opening doors, provide physical support or hold belongings. Keep safety measures and procedures in mind.
- Scope note
- This skill applies to any kind of assistance that may be provided to passengers including but not limited to opening doors of the transportation vehicle or assist with belongings.
be friendly to passengers
Engage with passengers according to the expectations of contemporary social behaviour, the specific situation, and the code of conduct of the organisation. Communicate in a polite and clear way.
check tickets at venue entry
Ensure that all guests have valid tickets for the specific venue or show and report on irregularities.
handle guest luggage
Manage, pack, unpack and store guest luggage on request.
Cross-sector
4 competencesapply foreign languages in tourism
Use the mastery of foreign languages orally or written in the tourism sector in order to communicate with collaborators or customers.
create solutions to problems
Solve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising information to evaluate current practice and generate new understandings about practice.
handle customer complaints
Administer complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.
speak different languages
Master foreign languages to be able to communicate in one or more foreign languages.
research