Perform Clerical Procedures

1. Unit Code: D1.HRS.CL1.11D1.HOT.CL1.05D2.TCC.CL1.09 Perform Clerical Procedures

2. Unit descriptor This unit deals with the skills and knowledge required to perform clerical procedures in a range of settings within the hotel and travel industries workplace context. • Element 1: Process office documents • Element 2: Draft correspondence • Element 3: Maintain document systems

3. Assessments For this unit, you must complete: • 5 work projects to be graded • Multiple class demonstrations by trainer, followed by class practice.

4. Background This unit also contains • Glossary – background information only • Background notes – read this at home (marked )

5. Element 1: Process office documents In this section, you will learn how to… • Process documents with appropriate office equipment in accordance with enterprise procedures and within designated timelines • Identify and rectify and/or report malfunctions promptly in accordance with enterprise procedures • Use office equipment to process documents.

6. Hospitality office duties • Recording receipt or sending of documents • Mailing (including bulk mailing) • Photocopying • Faxing • E-mailing • Collating and binding • Banking Contd.

7. Hospitality office documents • Guest mail • Customer records • Incoming and outgoing correspondence, letters, facsimiles, memos, reports • Menus • Banquet orders • Financial records, invoices, and receipts. Always follow industry guidelines

8. Different types of computers • Notebook or Laptop • Touch Screen PC • Palmtops • Tablets/I pads and I phones.

9. Hardware versus software

10. Office hardware • Computers, including laptops • Digital cameras • Zip drives • Modems • Printer/scanner/photocopier combination • Facsimile • Paging equipment • Calculators • Audio-transcribing machine • Telephone answering machines • External hard drives • Ergonomical mouse.

11. Office software • Email and internet browsers • Word processing • Spreadsheets • Databases • Work project • Accounting packages • Presentation packages.

12. Maintenance • Preventative maintenance Cleaning of your keyboard, monitor and mouse Clearing paper jams, changing cartridges and cleaning the printer • Routine maintenance Use a damp cloth or other approved cleaning materials.

13. Technology consumables • Printer ribbons and cartridges • Cd ROMs • Toner cartridges • Back-up tapes.

14. Work project 1.1 to 1.3 In pairs, you are to set up a new office for an Adventure Tourism Company in Bangkok.  Give the company a name. Your company will have 4 employees which will consist of one Director, one Operations Manager, one Operations Assistant and one Marketing Coordinator. Your office will be in an office building, within the central business district. Create a layout which reflects the needs of these 4 employees. Research needs to be undertaken, taking into consideration business technology that you would require including hardware and software, as well as ergonomics.

15. Part A: Written report • You are to provide a layout of the office space. • What office equipment, including business technology, would you select for your new company? • List 2 benefits and 2 disadvantages of the equipment chosen. • What is the cost of the equipment? Provide a detailed breakdown. • How would you maintain this equipment? - in-house or outsourced? Explain why you chose in-house or outsourced?  • Besides Microsoft Office and Summit Pro, name 2 other software packages you would choose for your office? • List 2 benefits and 2 disadvantages for each of the software packages chosen. • How would you ensure the set up of the office is ergonomic?

16. Part B: PowerPoint presentation Use the answers from Part A to create a PowerPoint which satisfies the following: • You are to present to the owner of the company, what you believe would be the best layout, furnishing, and equipment (hardware and software) for the new Adventure Tourism Company office. You have to sell the benefits of your choices to the owner.

17. Part B: PowerPoint presentation The following must be evident in your PowerPoint presentation: • Master slide – background used on all slides • Text layout – 3 different text or content layouts to be used • Bullets, Tables, Clip art, Charts, Diagrams or Multimedia – use 3 different modes. • Slide animation / transition – used on at least 6 slides • Minimum 10 slides and maximum 20 slides. • Slides have 5 or less points per slide, legible script with appropriate background and appear professional (less is more). What does this mean in terms of presentation? • Consider the overall appearance of the Power Point very carefully •  A copy of your Power Point presentation must be submitted in hardcopy (6 slides per page).

18. Bangkok Adventure Tourism Company By xx & yy

19. Hardware

20. Hardware

21. Hardware

22. Hardware

23. Hardware

24. Hardware

25. Software

26. Total cost $18,937

27. Pantry office layout Meeting Room Marketing Coordinator & Front desk Operations Manager Operations Assistant Director

28. Ergonomics Considerations • Follow OH&S procedures • To prevent occupational injuries, rising productivity with worker comfort and morale • Adjustable chairs, natural lights, computer screen with filter, foot-rest.

29. Element 1: SUMMARY Any questions?

30. Element 2: Draft correspondence In this section, you will learn how to… • Write text using clear and concise language • Ensure text is without spelling, punctuation and/or grammatical errors • Check information for accuracy prior to sending

31. Type of business documents

32. Determine audience and purpose • Who is your audience? • What is your objective? • What do you want them to do with the information? • Are they supposed to read the entire document or just part of it? • Do they need quick points for reference?

33. Research – basic steps

34. Prepare documents Basic principles:

35. Online dictionaries/thesauruses • www.dictionary.com • www.thefreedictionary.com • www.thesaurus.com • www.macquariedictionary.com.au

36. Six steps to good writing

37. Different styles of letters Modified Block Style Full Block Style Semi block Style

38. Different styles of letters Modified Block Style Sender’s address is blocked to the right margin. Date is in line with the sender’s address Recipient’s address and the salutation are placed against the left-hand margin The complimentary close and signature blocks are centred in line with the writer’s address and the date. Each paragraph is blocked against the left-hand margin More conservative style of layout.

39. Different styles of letters Full block style Attractive and modern layout that is easy to read. Each part of the letter is placed against the left-hand margin of the page (the sender’s address, the date, the inside address and the salutations). Supplementary parts such as enclosures, file numbers and copy notations are also blocked.

40. Different styles of letters Semi block style This is the most conservative of the three layouts. • Uses the same layout as Modified Block Style, except that the first line of each paragraph is indented from the left-hand margin.

41. Memos versus letters Memos: internal Letters: external Memo Date: 19 December 2012 To: Hospitality staff From: Birgitta March Re: Work placements You are invited to a meeting to discuss work placements for our hospitality volunteers for the upcoming New Year's Eve function. Time: 10 am Date: 22 December 2012 Where: Meeting room B245, level 3 R.S.V.P: By 21 December 2012 Email:birgittam@angliss.edu.au I hope you can all attend. 555 La Trobe Street, Melbourne 3000 Ph: 96062111 Fax: 96062114 Email: birgittam@angliss.edu.au

42. Routine letters

43. Good news letters

44. Bad news letters

45. Work project 2.1 You are the owner of a very busy Bangkok restaurant. Business has been good and to reward your staff for their hard work, you are organising a party on 20 June 2012 at 8 pm. Please type up a memo to your staff advising them of the party and inviting them to bring their partner and/or family. You want to hold the party in your own apartment above the restaurant. For catering purposes, you need them to respond by 14 June. Please ensure you: • Design a professional memo layout • Use correct memo spacing • Do a spell check and grammar check. Save your memo on your USB under the new folder "Homework". Name it "Memo_20June2012".

46. Rule of 7 Cs • Clear • Concise • Complete • Correct • Courteous • Clean • Checked.

47. Class demonstration • Change page size and orientation • Change page margins • Add/delete columns • Formatting, including alignment and line spacing, font size, indents, font colours, outside borders, bullets, numbering • Copying, cutting and pasting • Inserting page breaks and section breaks • Inserting or changing headers and footers • Inserting page numbers Contd.

48. Class demonstration (continued) • Adding styles • Inserting and formatting tables • Saving documents • Inserting images and graphics/clipart • Inserting smart art and shapes • Check spelling and grammar • Attaching documents • Saving and naming documents • Copying files/folders • Setting up the correct printer.

49. Holidays on the Mekong River Background The Mekong River is a great place to spend a few relaxing days and nights exploring one of the most scenic and legendary waterways in the world. It is the world's 10th longest river and the 7th longest in Asia. Its estimated length is 4,909 km and it drains an area of 795,000 km2 (307,000 sq mi), discharging 475 km3 of water annually. From the Tibetan Plateau this river runs through China, Burma, Laos, Thailand, Cambodia and Vietnam. The Mekong River Commission (MRC) was established in 1995 to assist in the management and coordinated use of the Mekong's resources. In 1996 China and Burma became "dialogue partners" of the MRC and the six countries now work together within a cooperative framework. Accommodation  A wide range of accommodation alternatives are available: • Houseboats • Hotels • Motels • Small Bed and breakfasts. To book a two day cruise on the Mekong River, please call us at Vietnam & Cambodia Trave on tel (0084) 435 642 164 or visit http://www.vietnamdhtravel.com

50. Class exercise instructions Make the following changes and additions as listed below: • Format the heading to be Comic Sans 24 point size and centred. Use Box border and blue shading with white writing • Body copy to be Comic Sans 10 point size • Insert an appropriate graphic or photo • Carefully proofread the whole document, making any necessary spelling changes and paragraph changes • Bold and underline paragraph headings as shown • Indent the 3rd. paragraph as shown • Use double spacing throughout • Put in a hanging indent for the last sentence (to book....) • Centre the page vertically •  Add a header with your name on the left and your group on the right, and a footer with the date on the left and page number on the right • Save the document as Mekong River on your USB.