KD Klerikal

BASIC COMPETENCY		PERFORMANCE CRITERIA
01	Process office documents	1.1       Documents are processed in accordance with enterprise procedures within designated timelines. 1.2       Office equipment is correctly used to process documents. 1.3       Malfunctions of office equipment are promptly identified and rectified or reported in accordance with enterprise procedures.
02	Draft simple correspondence	2.1       Text is written using clear and concise language. 2.2       Spelling, punctuation and grammar correct. 2.3       Meaning of correspondence is understood by the recipient. 2.4       Information is checked for accuracy prior to sending.
03	Maintain document systems	3.1       Documents are filed/stored in accordance with accordance with enterprise security procedures. 3.2       Reference and index systems are modified and updated in accordance with enterprise procedures.

Types of office documents

Office documents commonly used in front office may include:

a. Guest mail:

· mail for residence guests

· mail for departed guests

· mail for future guests. 

b. Customer records:

· registration card

· alphabetical guest list

· guest history card.

c. Incoming and outgoing correspondence:

· letters

· facsimiles

· memos.

d. Reports

· today’s expected arrival

· today’s expected departure

· guests in – house

· no show list

· cancellation

· VIP guests list

· VIP amenities list

· group list

· sleep outs.

e. Banquet event orders

f. Financial records:

· invoices

· receipts.