Performance criteria

• Compliance with work instructions
• Attentiveness
• Relevant, accurate and clear information provided
• Concern for client satisfaction.
• Presentation of positive image of the business
• Appropriate attire
• Wearing of identification badge

Tasks

• Greet the client.
• Enquire as to what the client needs or is looking for.
• Provide information on services offered (coat check, bag check, kinds of strollers or wheelchairs for rent, cost and duration of rental, etc.).
• Provide information on the rules of the establishment (opening hours, holidays, etc.).
• Provide information on location of services (washrooms, canteens, bars, ticket office, banking services, public telephones, shops, etc.).
• Direct clients to the person in charge for more complicated questions or complaints.

Performance criteria

• Compliance with occupational health and safety rules
• Compliance with work instructions
• Respect for others’ belongings
• Proper application of work techniques
• Concern for client satisfaction.
• Efficient service
• Appropriate stress management
• Patience
• Courteous service
• Friendliness

Tasks

• Ensure availability of materials (clothes hangers, paper or plastic bags, etc.).
• Greet the client.
• Place the client’s footwear or personal effects in a bag or provide him or her with a bag for this purpose.
• Take the client’s item of clothing and hang it on a hanger. Attach the bag with the personal effects, footwear or another object to the hanger, if applicable.
• Ensure that the clothing is secured, and that there is no risk of it getting soiled or torn.
• Tear off the portion of the ticket and give it to the client.
• Hang the hanger on a rod, in the section corresponding to the ticket number.
• Take the client’s ticket when he or she returns.
• Search for the clothing item according to the ticket number.
• Unhook the hanger and bring the clothing item or personal effects to the client.
• Thank the client.
• At the end of the work shift, check if there are unclaimed pieces of clothing and notify the person in charge.
• Transfer the tips into the cash register or drawer provided for this purpose.
• Detect various problems and notify the person in charge.

Performance criteria

• Compliance with occupational health and safety rules
• Compliance with work instructions
• Respect for others’ belongings
• Proper application of work techniques
• Concern for client satisfaction.
• Efficient service
• Patience
• Courteous service
• Friendliness

Tasks

• Check the availability of storage room for package check.
• Greet the client.
• Enquire whether the package is fragile or not.
• Take the package (grocery bag, suitcase, backpack, etc.).
• Bring the package to an available site and put it there.
• Tear off the portion of the ticket and give it the client.
• When the client returns, take his or her ticket.
• Search for the package according to the ticket number.
• Take the package and bring it to the client.
• Thank the client.
• At the end of the work shift, check if there are unclaimed packages and notify the person in charge.
• Transfer the tips into the cash register or drawer provided for this purpose.
• Detect various problems and notify the person in charge.

Performance criteria

• Compliance with work instructions
• Attentiveness
• Relevant, accurate and clear information provided
• Proper use of equipment
• Concern for customer safety and satisfaction

Tasks

• Greet the client.
• Determine the client’s needs.
• Check availability of strollers or wheelchairs.
• Make sure that the strollers or wheelchairs are clean and in good working condition (wheels, brakes, etc.).
• Bring the stroller or the wheelchair to the client and check that it meets his or her needs.
• Explain how to use the stroller or the wheelchair.
• Fill out the loan or rental slip: fill out forms or obtain information.
• Notify the client of safety rules with regard to using strollers: use safety belt (harness), tell children to stay seated, never leave children unattended in the stroller, etc.
• Take note of positive comments as well as complaints and forward them to the person in charge.
• Thank the client.
• Detect various problems and notify the person in charge.

Performance criteria

• Compliance with work instructions
• Courteous service
• Honesty
• Accurate calculations and data entered
• Proper use of computerized equipment

Tasks

• Receive money and give change.
• Use a cash register, computerized sales equipment or a point-of-sale terminal to receive payment by credit or debit card.
• Charge amounts to customers’ accounts.
• Give receipts, sales slips, transaction records, etc.

Performance criteria

• Compliance with work instructions
• Proper application of work techniques
• Attentiveness
• Concern for client satisfaction.

Tasks

• Greet the client.
• Take back the stroller or wheelchair and examine it.
• With the client present, verify the state of the stroller or wheelchair.
• Detect signs of breakages or problems.
• Inform the client of problems and charge required fees.
• Complete return form.
• Clean the stroller or wheelchair.
• Grease the wheels.
• Store the stroller or wheelchair in the designated location.
• Set aside damaged strollers or wheelchairs and send them for repair.
• Notify the person in charge of any problems.

Performance criteria

• Compliance with work instructions
• Correct application of the communication protocol
• Respect for confidentiality
• Proper use of telephone functions
• Attentiveness
• Relevant, accurate and clear information provided
• Concern for client satisfaction.

Tasks

• Take calls: greet the client, state the name of the establishment, etc.
• Find out what the client needs or is looking for.
• Provide information on services offered.
• Provide information on the rules of the establishment (opening hours, holidays, etc.).
• Take reservations.
• Ask clients to contact the person in charge for more complex questions or complaints.

Performance criteria

• Compliance with occupational health and safety rules
• Compliance with work instructions
• Proper application of work techniques
• Compliance with storage plan
• Order and cleanliness

Tasks

• Attach a ticket to each hanger.
• Put hangers and bags back in place.
• Put unusable bags and hangers in the recycling.
• Put away tickets.
• Tidy up and clean counters.
• Sweep floors.
• Empty waste bins.
• Notify the person in charge when inventories are low (hangers, bags, tickets, etc.).