Technical & Vocation Education & Training Authority
Competency Based Skill Training Logbook
Introduction
Technical and Vocational Education and Training (TVET) Authority of Ministry of
Education regulates and monitors the TVET programs conducted according to the
National Competency Standards in the Maldives, to ensure that the competency
based trainings delivered in the Maldives are quality assured. Thus, to ensure that
the industry gets a skilled workforce, trained according to the industry needs, TVET
Authority has developed Competency Based Skill Training (CBST) Logbooks for the
National Competency Standards.
The CBST Logbook is an assurance to all concerned parties that the training is being
conducted with the relevant theory, activities and tasks for the occupation specified
in the National Competency Standard. Hence the purposes of maintaining the CBST
Logbook is to assess, monitor and improve competency, while giving the opportunity
to work more on the needed areas of the occupation as the trainee proceeds with
the training. Thus the CBST Logbook is an important component for the trainee to
move forward in the training.
As the CBST logbook specifies the tasks that an apprentice is to complete to be
deemed competent according to the NCS, the Trainee must fill the necessary details
of the CBST Logbook regularly, as he/she goes along the training. Similarly, the
workplace supervisor has to sign in the log when the apprentice successfully
completes each task. Additionally, through the CBST Logbook the external assessor
who will be assessing the trainer when the training is complete can identify what are
the tasks that the trainee completed under each unit, thus easing the assessment.
Front Office Logbook
Page 1
Technical & Vocation Education & Training Authority
Training Details
Training course:
Name
Coordinator
Contact
number
Name
Employer / Supervisor
Contact
number
Address of workplace / company:
Seal of workplace / company:
Front Office Logbook
Page 2
Technical & Vocation Education & Training Authority
NSC Unit
Develop and
knowledge
o
Elements
Of
o
Competence (Tasks)
o
Lesson title and date
update
tourism
industry TOU02S1U01V1
Describe the tourism industry of Maldives
Describe the organisational structure of the hotel
Describe conditions of employment
Introduction to Tourism
L1
Conditions of Employment
Trainee Task
Type
1. Define Tourism
Oral
2. Describe different types of tourists
Oral
Date
Completed
Trainee
Signature
Trainer
Signature
3. List the industries that makes up the tourism Oral
sector
4. Describe what makes the tourism product Oral
different from others
5. Describe the benefits of tourism
Oral
6. Describe the negative impacts of tourism
Oral
7. Describe the main points of terms and Oral
conditions of employment
Trainer Name:
Completion Date:
Feedback to Candidate:
For TVET Certified External Assessor Use Only
Name and Signature:
Unit Assess Date:
Feedback to candidate:

Front Office Logbook
Page 3
Technical & Vocation Education & Training Authority
NSC Unit
Observe personal and work place hygiene TOU02S1U01V1
practices
o
Elements Of Competence
o
(Tasks)
Lesson title and date
Observe grooming, hygiene and personal presentation standards
Follow hygiene procedures
Personal Hygiene
Level 01
Basic Hygiene
Trainee Task
1. Explain how to wash hands correctly
Type
Date
Completed
Trainee
Signature
Trainer
Signature
Oral
2. Describe how to develop a daily personal hygiene Oral
routine
3. Describe the main reasons for food poisoning
Oral
4. Explain how food becomes contaminated
Oral
5. Explain general guidelines for protecting food from
contamination
Oral
6. Explain general hygiene rules for food handlers
Oral
Trainer Name:
Completion Date:
Feedback to Candidate:
For TVET Certified External Assessor Use Only
Name and Signature:
Unit Assess Date:
Feedback to candidate:

Front Office Logbook
Page 4
Technical & Vocation Education & Training Authority
Practice health, safety and security
Practices
NSC Unit
o Follow workplace health, safety and security procedures
Elements Of Competence
o Deal with emergency situations
(Tasks)
o Identify and prevent hygiene risks
o Clean the work area
o Secure work premised
Introduction to Health & Safety
Guidelines for accident prevention
Fire Hazards
Bomb threat
Lesson title and date
L1
Tsunami Alert
Type
Trainee Task
1. Explain guidelines for accident prevention
Oral
2. Explain guidelines for fire procedures
Oral
Date
Completed
Trainee
Signature
Trainer
Signature
3. Explain guidelines for preventing burns and scalds
4. Explain guidelines
hazards
for
preventing
electrical
Oral
5. Explain guidelines for lifting and carrying heavy
objects
Oral
6. Explain guidelines for using cleaning agents and
Chemicals
Oral
7. Explain guideline for dealing with bomb scares
and attacks
Oral
8. Explain guideline for dealing with Tsunami Alert
Trainer Name:
Oral
Completion Date:
Feedback to Candidate:
For TVET Certified External Assessor Use Only
Name and Signature:
Unit Assess Date:
Feedback to candidate:

Front Office Logbook
Page 5
Technical & Vocation Education & Training Authority
NSC Unit
TOU05S2U01V1
Provide effective customer care
o Greet customers and colleagues
Elements Of Competence
o Identify and attend to customer needs
(Tasks)
o Deliver service to customers
Lesson title and date
o Handle inquiries
o Handle complaints
Introduction to customer service
Dealing with enquiries
L1
Dealing with Difficult Guest
Trainee Task
Type
1. Describe standard greetings and how to offer
assistance
Oral
2. Describe how to address and refer to different
types of customers
Oral
3. Describe a procedures for handling complaints
Oral
Trainer Name:
Date
Completed
Trainee
Signature
Trainer
Signature
Completion Date:
Feedback to Candidate:
For TVET Certified External Assessor Use Only
Name and Signature:
Unit Assess Date:
Feedback to candidate:

Front Office Logbook
Page 6
Technical & Vocation Education & Training Authority
NSC Unit
Practice effective workplace
Communication
o Communicate with customers and colleagues
Elements Of Competence
o Barriers to effective communication
(Tasks)
o Phonetics Alphabet
Lesson title and date
Effective Communication
L1
Handling Telephone
Trainee Task
Type
Date
Completed
Trainee
Signature
Trainer
Signature
1. Define the four methods of communication
Oral
2. Describe various steps that can be taken to
improve oral communication
Oral
3. Describe the barriers to communication
Oral
4. Explain the phonetic Alphabet
Oral
Trainer Name:
Completion Date:
Feedback to Candidate:
For TVET Certified External Assessor Use Only
Assessor Name and Signature:
Unit Assess Date:
Feedback to candidate:

Front Office Logbook
Page 7
Technical & Vocation Education & Training Authority
NSC Unit
Perform computer operations
o Input data into computer
Elements Of Competence
o Access information using computer
(Tasks)
o Produce/output data using computer system
Lesson title and date
Introduction to computers
L1
Computer Terminology
Trainee Task
1. Produce a document using word processing
software
Type
Date
Completed
Trainee
Signature
Trainer
Signature
Demo
2. Produce a document using a spreadsheet Software
Demo
3. Save and print output
4. Name the parts of computers
5. Find saved documents
6. Log in and log Off computer
Trainer Name:
Demo
Oral
Demo
Demo
Completion Date:
Feedback to Candidate:
For TVET Certified External Assessor Use Only
Assessor Name and Signature:
Unit Assess Date:
Feedback to candidate:

Front Office Logbook
Page 8
Technical & Vocation Education & Training Authority
NSC Unit
Front Office Systems
o Front Office System
Elements Of Competence
o Components of Front Office
(Tasks)
o o Use of computer system
Lesson title and date
Introduction to Front Office
Front Office Terminology
Functions of Reservations Office
Introduction to Property Management
L1
System
Trainee Task
Type
Date
Completed
Trainee
Signature
Trainer
Signature
1. Define the frame work of Front Office System
Oral
2. Identify the reason of using a reservations
system
3. Explain 5 different information on hotel Diary
4. Explain room reservations and density chart
works
Oral
Oral
Oral
5. Explain the function of guest registration
Oral
6. Explain the function of rom status board
Oral
7. Explain the difference between arrival list ad
departure list
Oral
8. Explain the basic functions of Property
Management system
Oral
Trainer Name:
Completion Date:
Feedback to Candidate:
For TVET Certified External Assessor Use Only
Assessor Name and Signature:
Unit Assess Date:
Feedback to candidate:

Front Office Logbook
Page 9
Technical & Vocation Education & Training Authority
NSC Unit
Preparing for work
o
Elements Of Competence o
(Tasks)
o
o
Lesson title and date
Communicate with customers and colleagues
Participate in workplace meetings and discussions
Handle relevant work related documentation
Handle telephone
Effective Communication
L1
Handling Telephone
Food terminology / Jargon
Trainee Task
Type
Date
Completed
Trainee
Signature
Assessor
Signature
1. Define the four methods of communication
Oral
2. Describe various steps that can be taken to
improve oral communication
Oral
3. Describe the barriers to communication
Oral
4. Handle incoming calls
Prac
5. Transfer calls
Prac
6. Take messages
Prac
7. Define from a list of commonly used culinary
terms / jargon
Trainer Name:
Oral
Completion Date:
Feedback to Candidate:
For TVET Certified External Assessor Use Only
Assessor Name and Signature:
Unit Assess Date:
Feedback to candidate:

Front Office Logbook
Page 10
Technical & Vocation Education & Training Authority
NSC Unit
Practice effective workplace communication
o Define Work Area of Front Office
Elements Of Competence
o Organize and set up of Reception desk
(Tasks)
o Personnel hygiene
Lesson title and date
Planning and preparation for work
L1
Grooming and personnel presentation
Type
Trainee Task
8. Identify the various equipment, supplies used by
reception on duty
9. Write a check list before starting reception duty
10. Describe important
preparation for duty
points
in
Date
Completed
Trainee
Signature
Assessor
Signature
Oral
Written
personnel
11. Make a list of important points in presenting a
clean & tidy appearance
Trainer Name:
Written
Written
Completion Date:
Feedback to Candidate:
For TVET Certified External Assessor Use Only
Assessor Name and Signature:
Unit Assess Date:
Feedback to candidate:

Front Office Logbook
Page 11
Technical & Vocation Education & Training Authority
NSC Unit
Hotel Telephone system
o Hotel Telephone System
Elements Of Competence
o Telephone Directories
(Tasks)
o Use of Hotel Telephone
Lesson title and date
Hotel Communication system
Trainee Task
1. Define Hotel telephone system
2. Explain the information on telephone directories
L1
Type
4. Explain checklist for answering & transferring
calls
Oral
5. Explain check list for putting call on hold &
taking Massage
Oral
Trainer Name:
Trainer
Signature
Oral
Oral
7. Describe general check list of using telephone
Trainee
Signature
Oral
3. Explain golden rules for answering telephone
call
6. Explain check list outgoing calls
Date
Completed
Oral
Oral
Completion Date:
Feedback to Candidate:
For TVET Certified External Assessor Use Only
Assessor Name and Signature:
Unit Assess Date:
Feedback to candidate:

Front Office Logbook
Page 12
Technical & Vocation Education & Training Authority
NSC Unit
Hotel Fax Machine
o Use of Fax Machine
Elements Of Competence
o Record keeping of Fax
(Tasks)
o Cleaning and Maintenance
Lesson title and date
Hotel Communication system
Trainee
L
Type
1. Describe the reason of using fax machine
Oral
2. What are the advantages of using fax machine
Demo
3. Describe the checklist for operating Fax machine
Demo
Trainer Name:
Date
Completed
Trainee
Signature
Trainer
Signature
Completion Date:
Feedback to Candidate:
For TVET Certified External Assessor Use Only
Assessor Name and Signature:
Unit Assess Date:
Feedback to candidate:

Front Office Logbook
Page 13
Technical & Vocation Education & Training Authority
NSC Unit
Handling Mail and Messages
o Handling incoming messages and mail
Elements
Of
o Dealing with guest mail
Competence (Tasks)
o Sales of Sundry items
Lesson title and date
Handing Mail and packages
Trainee Task
1. Explain the different types of mail
L1
Type
Oral
3. Explain the procedure for handling mail for
departure guest
Oral
Explain the procedure for handling mail for
Future Guest
Oral
5. Explain the procedure for handling post cards
and Outgoing mail
Oral
6. Explain the Do’s & Don’t of handling mail &
Messages
Oral
Trainer Name:
Trainee
Signature
Trainer
Signature
Oral
2. Explain the procedure for handling mail for inhouse Guest
4.
Date
Completed
Completion Date:
Feedback to Candidate:
For TVET Certified External Assessor Use Only
Assessor Name and Signature:
Unit Assess Date:
Feedback to candidate:

Front Office Logbook
Page 14
Technical & Vocation Education & Training Authority
NSC Unit
Hotel Markets and customer profile
TOU05S2U10V1
o Identify Market segments
Elements Of Competence o Create Customer Profile
(Tasks)
Lesson title and date
Potential Market segments
L2
Customer Profile
Trainee Task
Type
Date
Completed
Trainee
Signature
Trainer
Signature
1. Define Market segments
Oral
2. Identify customer needs
3. Identify information on guest profile
4. Identify the difference between profile and
Reservations
5. Explain the Courteous service
Trainer Name:
Oral
Oral
Oral
Oral
Completion Date:
Feedback to Candidate:
For TVET Certified External Assessor Use Only
Assessor Name and Signature:
Unit Assess Date:
Feedback to candidate:

Front Office Logbook
Page 15
Technical & Vocation Education & Training Authority
NSC Unit
TOU05S2U11V1
Welcoming Guest
o Create First impression
Elements Of Competence
o Welcoming guest
(Tasks)
o Hotel Credit Policy
Lesson title and date
Welcoming guest
Politeness & Etiquette
Hotel Credit policy
Trainee Task
Type
Date
Completed
Trainee
Signature
Trainer
Signature
1. Describe tips for making a positive first impression
Oral
2. Describe welcome phrases
Oral
3. Identify factors of being polite and maintain
Etiquette
Oral
4. Demonstrate How to welcome guest
Demo
5. Describe check list for welcoming guest
Trainer Name:
Oral
Completion Date:
Feedback to Candidate:
For TVET Certified External Assessor Use Only
Assessor Name and Signature:
Unit Assess Date:
Feedback to candidate:

Front Office Logbook
Page 16
Technical & Vocation Education & Training Authority
NSC Unit
TOU05S2U12V1
Check-in Guest
o Prepare for guest arrival
Elements Of Competence
o Check-in Procedure
(Tasks)
o Upselling Rooms
Lesson title and date
Functions of Registration
Standard Check-in Procedures
L2
Sales consciousness and upselling
Trainee Task
Type
Date
Completed
Trainee
Signature
Trainer
Signature
1. Describe Functions of Registering a guest
Oral
2. Describe six stages of Check-in process
3. Describe procedure for VIP check –in
4. Describe procedure for Group Check-in
Trainer Name:
Oral
Oral
Oral
Completion Date:
Feedback to Candidate:
For TVET Certified External Assessor Use Only
Assessor Name and Signature:
Unit Assess Date:
Feedback to candidate:

Front Office Logbook
Page 17
Technical & Vocation Education & Training Authority
NSC Unit
Room Key Control
o Hotel Key System
Elements Of Competence
o Issuing Room Key
(Tasks)
o Key Control
Lesson title and date
Safety of Guest and Hotel Key system
Procedure for Issuing Room Key
L2
Procedure for Hotel Key Control
Trainee Task
1. Describe two commonly use key system
2. Describe policy on issuing key for individuals and
Groups
3. Describe functions of a key Card
4. Describe the check list for controlling room keys
Trainer Name:
Type
Date
Completed
Trainee
Signature
Trainer
Signature
Oral
Oral
Oral
Oral
Completion Date:
Feedback to Candidate:
For TVET Certified External Assessor Use Only
Assessor Name and Signature:
Unit Assess Date:
Feedback to candidate:

Front Office Logbook
Page 18
Technical & Vocation Education & Training Authority
NSC Unit
TOU05S1U02V1
Check out & Cashiering Service
o Prepare for guest check out
Elements Of Competence o Accepting payments
(Tasks)
Lesson title and date
Check out Procedure
L2
Methods of payments
Trainee Task
1. Describe procedure for individual check out
Type
Oral
3. Describe the procedure for accepting on cash
Payments
Oral
4. Describe the procedure for processing credit card
Payments
Oral
5. Describe check out procedure
Oral
7. Explain information on tax invoice
Trainer Name:
Trainee
Signature
Trainer
Signature
Oral
2. Explain the basic principal of billing guest for
Charges
6. Explain the taxable services (TGST)
Date
Completed
Oral
Oral
Completion Date:
Feedback to Candidate:
For TVET Certified External Assessor Use Only
Assessor Name and Signature:
Unit Assess Date:
Feedback to candidate:

Front Office Logbook
Page 19
Technical & Vocation Education & Training Authority
NSC Unit
Handle Guest Luggage
o Receiving luggage
Elements Of Competence
o Distributing luggage
(Tasks)
o Luggage Storage
Lesson title and date
Luggage handling for arrival/departure guest.
Trainer Task
Type
1. Describe how to upload Luggage
Oral
2. Describe procedure for luggage Identification
Oral
3. Describe procedure delivering guest luggage
Oral
Trainer Name:
Date
Completed
Trainee
Signature
Trainer
Signature
Completion Date:
Feedback to Candidate:
For TVET Certified External Assessor Use Only
Assessor Name and Signature:
Unit Assess Date:
Feedback to candidate:

Front Office Logbook
Page 20
Technical & Vocation Education & Training Authority
NSC Unit
Handling Hotel Voucher
o Collecting Voucher
Elements Of Competence
o Check information on Voucher
(Tasks)
o Inform discrepancies to guest
Lesson title and date
Report preparation and record keeping
Report Terminology
Trainee Task
1. Describe procedure for collecting vouchers
2. Describe how to check the voucher
3. Describe the procedure of addressing discrepancies
on voucher
Trainer Name:
Type
Date
Completed
Trainee
Signature
Trainer
Signature
Oral
Oral
Oral
Completion Date:
Feedback to Candidate:
For TVET Certified External Assessor Use Only
Assessor Name and Signature:
Unit Assess Date:
Feedback to candidate:

Front Office Logbook
Page 21
Technical & Vocation Education & Training Authority
NSC Unit
Dealing with Guest Enquiries
o Provide Hotel information
Elements Of Competence
o Dealing with Guest Enquiry
(Tasks)
o Responding for emergencies
Lesson title and date
Sources of hotel information
Dealing telephone enquires
L
Responding for emergencies
Trainee Task
1. Describe 3 types of enquiries
2. Describe check list for how build up your
Knowledge
3. Describe the procedure for dealing with guest
Enquiry
4. Describe check list on how to act on emergency
Calls
Trainer Name:
Type
Date
Completed
Trainee
Signature
Trainer
Signature
Oral
Oral
Oral
Oral
Completion Date:
Feedback to candidate:
For TVET Certified External Assessor Use Only
Assessor Name and Signature:
Unit Assess Date:
Feedback to candidate:

Front Office Logbook
Page 22
Technical & Vocation Education & Training Authority
NSC Unit
Safe Custody of valuables and lost &
Found
o Accepting goods for safekeeping
Elements Of Competence
o Safety of Valuables
(Tasks)
o Lost & Found Items
Lesson title and date
Safety and security of guest & valuable
L
Lost & Found procedure
Trainee Task
Type
1. Identify different types of safe in use for safe
keeping of valuables
Oral
2. Describe the checklist for accepting good for
Safekeeping
Oral
3. Describe the general procedure for handling lost &
found items
Oral
Trainer Name:
Date
Completed
Trainee
Signature
Trainer
Signature
Completion Date:
Feedback to candidate:
For TVET Certified External Assessor Use Only
Assessor Name and Signature:
Unit Assess Date:
Feedback to candidate:

Front Office Logbook
Page 23
Technical & Vocation Education & Training Authority
NSC Unit
End of the shift Handover
o Prepare shift task list
Elements Of Competence
o Prepare to-do list
(Tasks)
o Prepare handover check list
Lesson title and date
Organize work and ready for Handover
Trainee Task
1. Identify examples of unfinished work
2. Describe what need to be handover by end of the
shift
3. Describe checklist for end of the shift handover
Trainer Name:
Type
Date
Completed
L
Trainee
Signature
Trainer
Signature
Oral
Oral
Oral
Completion Date:
Feedback to candidate:
For TVET Certified External Assessor Use Only
Assessor Name and Signature:
Unit Assess Date:
Feedback to candidate:

Front Office Logbook
Page 24
Technical & Vocation Education & Training Authority
NSC Unit
Departure arrangement & Bid Farewell
o Arrange departure transfer
Elements Of Competence
o Appreciating guest
(Tasks)
o Guest comments and feedback
Lesson title and date
Arranging departure and seeing guest Off
Trainee Task
Type
1. Describe how to organize transportation for guest
Departure
Oral
2. Describe procedure for thanking guest for their
Stay
Oral
3. Identify Porters responsibility at guest departure
Date
Completed
L
Trainee
Signature
Trainer
Signature
Oral
4. Describe how to collect guest feedback
Oral
5. Describe the reason of collecting guest feedback
Oral
Trainer Name:
Completion Date:
Feedback to candidate:
For TVET Certified External Assessor Use Only
Assessor Name and Signature:
Unit Assess Date:
Feedback to candidate:

Front Office Logbook
Page 25
Technical & Vocation Education & Training Authority
NSC Unit
Handle complaints
o Handing complaints
Elements Of Competence
o Complaint procedure
(Tasks)
o Record keeping
Lesson title and date
Strategies for dealing with difficult guest
Trainee Task
1. List the reason for customer to complaint
2. Describe the procedure for dealing complaints
3. Describe the tips and on dealing with difficult
Customers
4. Describe checklist to remember on attending guest
complaint
Trainer Name:
Type
Date
Completed
L3
Trainee
Signature
Trainer
Signature
Oral
Oral
Oral
Oral
Completion Date:
Feedback to candidate:
For TVET Certified External Assessor Use Only
Assessor Name and Signature:
Unit Assess Date:
Feedback to candidate:

Front Office Logbook
Page 26
Technical & Vocation Education & Training Authority
NSC Unit
Demonstrate sales techniques and
product knowledge
o Purpose and methods of selling
Elements Of Competence
o Product Knowledge
(Tasks)
o Giving directions
Lesson title and date
Sales technique
Product knowledge
Trainee Task
1. Explain Purpose of Selling
2. Classify the ABC of selling approach
3. Identify description of hotel products
4. Identify the four main product areas of the hotel
5. Explain the direction to find different service
outlets of the hotel
Trainer Name:
L3
Type
Date
Completed
Trainee
Signature
Trainer
Signature
Oral
Oral
Oral
Oral
Oral
Completion Date:
Feedback to candidate:
For TVET Certified External Assessor Use Only
Assessor Name and Signature:
Unit Assess Date:
Feedback to candidate:

Front Office Logbook
Page 27
Technical & Vocation Education & Training Authority
NSC Unit
Receive and Process Reservations
o Guest Profile
Elements Of Competence
o Selling Rooms
(Tasks)
o Create reservations
o Extending guest stay
Lesson title and date
Hotel Sales & Marketing
Sales conscious and Maximize Revenue
Trainee Task
1. Explain the information on guest profile
2. Identify procedure to sell a room direct to Customer
3. Describe check list for selling room
4. Describe the procedure for extending guest stay
Trainer Name:
Type
Date
Completed
L3
Trainee
Signature
Trainer
Signature
Oral
Oral
Oral
Oral
Completion Date:
Feedback to candidate:
For TVET Certified External Assessor Use Only
Assessor Name and Signature:
Unit Assess Date:
Feedback to candidate:

Front Office Logbook
Page 28
Technical & Vocation Education & Training Authority
NSC Unit
Pre-arrangements of Events & Excursions
o Excursion information
Elements Of Competence
o Booking an excursion
(Tasks)
o Documenting the excursion
Lesson title and date
Value added service of Hotel
Trainee Task
1. How to communicate excursion information
2. Describe booking arrangement of excursion
3. Describe how to document the excursion
Trainer Name:
L3
Type
Date
Completed
Trainee
Signature
Trainer
Signature
Oral
Oral
Oral
Completion Date:
Feedback to candidate:
For TVET Certified External Assessor Use Only
Assessor Name and Signature:
Unit Assess Date:
Feedback to candidate:

Front Office Logbook
Page 29