Providing Club Reception Services

COMPETENCY SUMMARY

Unit of Competency PROVIDE CLUB RECEPTION SERVICES

Module Title Providing Club Reception Services

Module Descriptor This unit deals with the skills and knowledge required to offer
reception services within a licensed club environment. It focuses on
the delivery of quality customer service, with underpinning
knowledge on club procedures

Nominal Duration

Learning Outcomes At the end of this module, the trainee must be able to:

1. Provide information on club services and process memberships

2. Monitor entry to club

Assessment Criteria

1. Accurate advice and information on club services and facilities is provided to customers and club
members as required according to established standards.
2. Club membership and club rules are explained to the public and members following the standard
procedures.
3. Membership application forms are clearly explained and completely filled up in accordance with the
enterprise requirements.
4. Membership records are checked and maintained according to standard procedures .
5. Membership badges/cards are checked upon entry to the club in accordance with established
standards.
6.Guests are assisted to “sign” in accordance with government and enterprise requirements.
7. Members and guests are checked to comply with dress and age regulations in accordance with
established policy and procedures.
8. Disputes over entry to club are referred to security, supervisor or other relevant person according to
enterprise policy.

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QUALIFICATION : FRONT OFFICE SERVICES NC II

UNIT OF COMPETENCY : Provide Club Reception Services

MODULE 1 : Providing Club Reception Services

Module Description:

This unit deals with the skills and knowledge required to offer reception services within
a licensed club environment. It focuses on the delivery of quality customer service, with
underpinning knowledge on club procedures.

This module consists of two (2) learning outcomes. Each outcome contains learning
activities for both knowledge and skills, supported with information sheets, self-check activities
and job/operation sheets, gathered from different sources. Before you perform the manual
exercises, read the information/activity sheets and answer the self-activities provided to
confirm to yourself and to your instructor that you are equipped with knowledge necessary to
perform the skills portion of the particular learning outcomes.

LEARNING OUTCOMES:

At the end of this module you will be able to:

LO1. Provide information on club services and process memberships

LO2. Monitor entry to club

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QUALIFICATION : FRONT OFFICE SERVICES NC II

UNIT OF COMPETENCY : Provide Club Reception Services

MODULE : Providing Club Reception Services

LEARNING OUTCOME 1 : Provide information on club services and process

memberships

ASSESSMENT CRITERIA:
1. Accurate advice and information on club services and facilities is provided to customers and club
members as required according to established standards.
2. Club membership and club rules are explained to the public and members following the standard
procedures.
3. Membership application forms are clearly explained and completely filled up in accordance with the
enterprise requirements.
4. Membership records are checked and maintained according to standard procedures .

CONTENT:

CONDITIONS:

Student/ trainee must be provided with the following

Tools Equipment Materials/ Supplies

METHODOLOGY:

• Demonstration
• Discussion

ASSESSMENT METHOD:
• Interview (oral/ questionnaire)
• Observation
• Demonstration of Practical Skills
• Written examination

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LEARNING EXPERIENCES

Learning Outcome No. 1

PROVIDE INFORMATION ON CLUB SERVICES AND PROCESS MEMBERSHIPS

Learning Activities Special Instructions

Information Sheet No. 5.1 – Read Information sheet No.5.1 –

Answer Self Check No. 5.1

Compare answer to answer key 5.1

Study and practice the job sheets and

approach facilitator if you are ready for
the assessment.

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INFORMATION SHEET 5.1

Hotel Clubs and Resorts

Every once in a while, it is a good idea to escape the hustle and bustle of your everyday
life, and just simply get away to relax and unwind. Many times, that would mean having to
reserve a place where you will be staying. As you search through either the Internet, or use the
help of your local travel agent, you will often find a long list of hotels and resorts available from
which you can make your choice. Knowing the differences between a resort and a hotel with
club will allow you to choose the most suitable option for your little getaway. Most of them
have club reception services provided to the customers and to their club members.

Both hotels and resorts are facilities that offer lodging for a short period of time, usually
ranging from a few days to a few weeks. The rooms in both hotels and resorts provide a
standard list of facilities and amenities that would make your stay there a lot more
comfortable. The rates of the rooms, in either a hotel or a resort, is determined by the number
of stars that the facility has earned over a period of time, and is based on evaluations made by
third party surveyors.

On the other hand, resorts are created to provide more than just a place where you can
sleep and stash your belongings. Resorts are often created near natural surroundings in order
to provide those that have booked reservations there a variety of different activities to make
the most of their stay. This is unlike hotels, which are often found near airports or in the center
of the business district of a particular city. For this reason, resorts are able to provide
everything that a hotel may provide, but a hotel cannot provide everything that a resort can,
such as scenic views from the room accommodations, entertainment and relaxation facilities
and the like.

Another difference between hotels and resorts is the freebies that you get when you
book your accommodation. While most hotels and resorts do provide free access to their
guests such as wireless Internet access and airport shuttle services, resort accommodations
tend to provide a number of additional inclusive, such as tickets to a nearby theme park or
guided tours to nearby historic sites.

Hotel clubs and resorts have similarities and differences. You can avail all the facilities of
the resort by just simply paying for an entrance fee while in a hotel clubs you have to be a
member to avail all the recreational facilities the club provides.

Being a member

Many people attempt to enter a registered club without realising the entry requirements imposed
by the Registered Clubs Act, and the club's own rules. The following are the basic requirements to be a
member.

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• Application form/ membership form - Application forms for membership available from the club
director/secretary must be completed and returned to the club staff committee for
consideration and induction as a club member.

• Membership fee- All members must pay membership and insurance fees as required by the club
executive committee.

Sample Membership Form

• Personal Details:
• Name: ..................................................................................................
• Male/Female: ......................................................................................
Age: .....................................................................................................
• Date of Birth: .......................................................................................
Address:...............................................................................................
• Postcode: ............................................................................................
Tel (h): .......................................................................
• Tel (w): ......................................................................
• Tel (m): ......................................................................
E-mail: ......................................................................
• Fax: ..........................................................................
• Medical/ Injury Details:
• Detail any medical conditions/ allergies that we should be aware of?
.....................................................................................................................................................
• Please provide details of medication that must be administered:
.....................................................................................................................................................
• Do you have any past or current injuries that we should be aware of?
.....................................................................................................................................................
• If yes, please provide further details:
.....................................................................................................................................................
• These details may need to be passed on to ……………………………………… (insert name/s of
coach, team manager, appropriate club staff).
• Emergency Contacts:
• Name: .........................................................................
• Address: .....................................................................
• Postcode: ..............................................................
Relationship: ...............................................................
• Tel (m): ..............................................................
Tel (h): .........................................................................
• Tel (w): ..............................................................

• Previous Playing Career:

• School: ..............................................................
• Previous Clubs: .......................................................
•

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Membership Fees:
Member: Fee: Please tick:
Senior
Students
Under 18’s
Non-Playing

Total
•
• Signed: ……………………………………… Date: ……………………………

• For members under 18:

• Parent or Guardian Name (block capital):

………………………………………………………..

• Signed: ………………………………………………

• Date: …………………………………………………

SELF-CHECK 5.1
True or False

Instruction. Write True if the statement is correct and False if it is wrong.

___________ 1. Both hotels and resorts are facilities that offer lodging for a short period of time, usually
ranging from a few days to a few weeks.
___________ 2. Hotel clubs and resorts have no similarities and differences.
__________ 3. Application forms for membership available from the club director/secretary must be
completed and returned to the club staff committee for consideration and induction as a club member.
___________4. Many people attempt to enter a registered club without realising the entry
requirements imposed by the Registered Clubs Act, and the club's own rules. The following are the basic
requirements to be a member.
___________5. Members must pay membership and insurance fees but it is not required by the club
executive committee.

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ANSWER KEY

SELF-CHECK 5.1
1. TRUE
2. FALSE
3. TRUE
4. TRUE
5. FALSE

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QUALIFICATION : FRONT OFFICE SERVICES NC II

UNIT OF COMPETENCY : Provide Club Reception Services

MODULE : Providing Club Reception Services

LEARNING OUTCOME 1 : Monitor entry to club

ASSESSMENT CRITERIA:
1. Membership badges/cards are checked upon entry to the club in accordance with established
standards.
2. Guests are assisted to “sign” in accordance with government and enterprise requirements.
3. Members and guests are checked to comply with dress and age regulations in accordance with
established policy and procedures.
4. Disputes over entry to club are referred to security, supervisor or other relevant person according to
enterprise policy.

CONTENT:

CONDITIONS:

Student/ trainee must be provided with the following

Tools Equipment Materials/ Supplies

METHODOLOGY:

• Demonstration
• Discussion

ASSESSMENT METHOD:
• Interview (oral/ questionnaire)
• Observation
• Demonstration of Practical Skills
• Written examination

LEARNING EXPERIENCES

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Learning Outcome No. 2

MONITOR ENTRY TO CLUBS

Learning Activities Special Instructions

Information Sheet No. 5.2 – Read Information sheet No.5.2 –

Answer Self Check No. 5.2

Compare answer to answer key 5.2

Study and practice the job sheets and

approach facilitator if you are ready for
the assessment.

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INFORMATION SHEET 5.2

Monitoring entry to clubs

The Club is focused on delivering consistently and recognize high levels of service,
success in this depends upon the quality of the staff and the systems. Your membership allows
you exclusive access to many special events, experiences and opportunities that will leave you
with memories to cherish for a lifetime.

BENEFITS AND PRIVILEGES

• Exclusivity
• Use room accommodation
• Free use of any recreational facilities designated free of use by the club
• Use of function rooms (prior to arrangements)
• Authority to introduce guest/s to the club- introduce a guest/s to whom a Guest card
will be issued only upon his written authorization. He may also introduce visitors at
any time provided he accompanies the said visitor to the club.
• Signing privilage/ charge account – signing privilages for expenses incurred in the
availment of the facilities in accordance to the credit limit policy of the club.
• Discount on food and beverage.

IDENTIFICATION CARD

• All the foregoing classes of members of the club shall be issued membership cards.
Dependents of members who are authorize to use the club facilities may be issued a
dependents card upon written confirmation from the member.
• Applicants to membership who have been approved within specific day listing,
together with their dependents may be issued a Applicant’s temporary card.
• Membership cards, Applicants temporary card, Dependents card are nontransferable
and should be should used only by the authorized card holder. Duplication of cards in
any form is prohibited. A ‘no card’, ‘no service’ policy shall be strictly enforced.
Members, applicants and their dependents must present their cards upon request as it
is possible that not all members, applicants and their dependents are known to the
personnel of the club.

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Club Rules & Regulations

Cash Sales Policy

• A Member must be charged for all amounts his or her Guests spend on
the premises. It is up to the member to pay for the guests or to be reimbursed
for cash from the guest. This includes Dining Room, Grill and Pool for food and
beverages.

• All Guest Checks will be checked to assure all check numbers issued are accounted for
and that no cash is handled. This includes the Dining Room, Grill and Nook for food and
beverages.

• Cash Sales can be arranged by the management staff for specific events.

Private Parties & Special Events

Business, Professional, Party or other groups may use the Clubhouse facilities only when
sponsored by a Member in good standing, and scheduled by the General Manager, subject to
the provisions of the By-Laws and any rules established by the Board. The Member sponsoring a
group for the use of the Club facilities shall be responsible to the Club for any and all
indebtedness of the group to the Club. Sponsoring member shall also be responsible to see that
group members know and abide by the rules of the Club facilities.

House Rules

• Suggestions and complaints shall be made in writing to the house chairperson who shall
submit them to the Board of Governors. The management welcomes constructive
criticism and suggestions, but in order to receive proper attention, they should be
handled in the prescribed manner.
• Under no circumstances do Members have the authority and are specifically prohibited
from reprimanding employees of the Club.
• Dogs or other pets are not permitted in any part of the Clubhouse, unless assisting
disabled individuals.
• No employees shall be permitted to attend to duties other than those required at the
place of his or her employment and shall not be sent on errands or do personal tasks for
members.
• Employees are available to service the membership and do not work for members
individually. Any problems should be taken up with the General Manager or the House
Chairperson.
• Proper dress code is applied at all times.
• Minors should be accompanied by parents and or guardian.

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• Membership card should be presented each time they enter the club.
• Members should sign in to the logbook every time they enter the club.

SELF-CHECK 5.2
True or False

Instruction. Write True if the statement is correct and False if it is wrong.

_________ 1. Your membership allows you exclusive access to many special events, experiences and
opportunities that will leave you with memories to cherish for a lifetime.
_________ 2. The management is not welcoming constructive criticism and suggestions, but in order to
receive proper attention, they should be handled in the prescribed manner.
_________ 3. Specific classes of members of the club shall be issued membership cards.
_________ 4. Proper dress code is applied at all times.
_________ 5. Dogs or other pets are permitted in any part of the Club premises.
_________ 6. Sponsoring member shall also be responsible to see that group members know and abide
by the rules of the Club facilities.
_________ 7. Duplication of cards in any form is not prohibited.
_________ 8. Introduce a guest/s to whom a Guest card will be issued only upon his written
authorization.
_________ 9. Only those who are not members should sign in to the logbook every time they enter the
club.
________ 10. Free use of any recreational facilities designated free of use by the club isone of the
benefits of being a member.

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ANSWER KEY

SELF-CHECK 5.2
1. TRUE
2. FALSE
3. FALSE
4. TRUE
5. FALSE
6. TRUE
7. FALSE
8. TRUE
9. FALSE
10. TRUE

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