NZQA Expiring unit standard
15915 version 5
Page 1 of 3
Title
Demonstrate telephone calling and answering techniques in the
hospitality industry
Level
1
Credits
Purpose
2
This unit standard is for people who are studying the hospitality
industry in a school or early tertiary learning environment.
People credited with this unit standard are able to demonstrate
telephone calling techniques in the hospitality industry, and
demonstrate telephone answering techniques in the hospitality
industry.
Classification
Hospitality > Hospitality - Foundation Skills
Available grade
Achieved
Explanatory notes
1
Definition
Establishment requirements refer to any policy, procedure, or agreed requirement,
either written or oral, that is made known to the candidate prior to assessment in this
unit standard.
2
Legislation to be complied with includes the Privacy Act 1993.
3
The outcomes required in this unit standard are seen as a basic introduction to the
hospitality industry. References to industry or commercial environments are
designed to assist teachers to contextualise the learning environment to one that is
more realistic of the hospitality industry. Partnerships with industry are
recommended to assist learning.
This unit standard is
expiring
Outcomes and evidence requirements
Outcome 1
Demonstrate telephone calling techniques in the hospitality industry.
Evidence requirements
1.1
The telephone number required for the call is obtained and contact with the
person called is established in a polite and friendly manner in accordance with
establishment requirements.
1.2
Caller identity and purpose of call is conveyed in a clear and concise manner in
accordance with establishment requirements.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
15915 version 5
Page 2 of 3
1.3
Person contacted is given accurate and disclosable information only in
accordance with establishment requirements.
1.4
Clear and accurate messages are left as required in accordance with
establishment requirements.
Outcome 2
Demonstrate telephone answering techniques in the hospitality industry.
Evidence requirements
2.1
Telephone calls are answered promptly in a clear, polite, and helpful manner in
accordance with establishment requirements.
2.2
Messages are taken, documented, and have clear and accurate information
regarding caller and instructions for response, in accordance with establishment
requirements.
2.3
Messages taken are communicated to relevant people promptly in accordance
with establishment requirements.
2.4
The procedures for placing calls on hold and transferring calls are described in
accordance with establishment requirements.
2.5
Telephone answering systems and/or programmes are described in accordance
with establishment requirements.
2.6
The procedures for using telephone answering systems and/or programmes are
described in accordance with establishment requirements.
This unit standard is
expiring
Status information and last date for assessment for superseded versions
This unit standard is expiring. Assessment against the standard must take place by
the last date for assessment set out below.
Process
Version
Date
Last Date for Assessment
Registration
1
27 November 1998
31 December 2016
Review
2
22 October 2003
31 December 2016
Review
3
19 September 2008
31 December 2016
Revision
4
20 November 2009
31 December 2016
Review
5
20 November 2014
31 December 2016
Consent and Moderation Requirements (CMR) reference
0112
This CMR can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
15915 version 5
Page 3 of 3
Please note
Providers must be granted consent to assess against standards (accredited) by NZQA,
before they can report credits from assessment against unit standards or deliver courses
of study leading to that assessment.
Industry Training Organisations must be granted consent to assess against standards by
NZQA before they can register credits from assessment against unit standards.
Providers and Industry Training Organisations, which have been granted consent and
which are assessing against unit standards must engage with the moderation system that
applies to those standards.
Requirements for consent to assess and an outline of the moderation system that applies
to this standard are outlined in the Consent and Moderation Requirements (CMR). The
CMR also includes useful information about special requirements for organisations wishing
to develop education and training programmes, such as minimum qualifications for tutors
and assessors, and special resource requirements.
This unit standard is
expiring
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016