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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR

HOUSEKEEPING COORDINATOR

Occupation: Housekeeping Coordinator

Occupation Description:

The Housekeeping Coordinator responds to internal and external guest requests and is well versed on the hotel's products, services and procedures so as to serve guests to their satisfaction.

The Housekeeping Coordinator organises and assists in the daily housekeeping operations and requirements. He/She is responsible for ensuring the cleaning tasks are carried out properly.

The Housekeeping Coordinator performs administrative duties and prepares paperwork such as drafting housekeeping budget reports, maintaining staff records, assigning cleaning tasks and taking inventories. He/She is an effective communicator when in contact with all internal and external guests as this position requires a high level of guest phone contact.

Important Points to Note about this Document

This document is intended purely to provide general information to enable individuals, employers and training providers to be informed about the skills for career, training and education purposes. WDA provides no warranty whatsoever about the contents of this document, and does not warrant that the courses of action mentioned in this document will secure employment, promotion, or monetary benefits.

Copyright 2016 © Singapore Workforce Development Agency. All rights reserved. Version 1.0.

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The skills expected of the Housekeeping Coordinator are summarised as below:

Skill Category Skill

Customer Experience

1. Contribute to Customer Service over Various Platforms2. Handle Guests/Customers' Concerns and Feedback3. Respond to Service Challenges

Housekeeping Operations 4. Provide Related Housekeeping Services

Infocomm Technology 5. Use Basic Functions and Applications of a Computer

People and Relationship Management

6. Communicate and Relate Effectively at the Workplace7. Work in a Team

Personal Management and

Development8. Develop Personal Effectiveness at Operations Level

Planning and Implementation

9. Handle Basic Administrative Duties10. Implement Operations for Service Excellence

Skill Code SVCF-CS-101E-1Skill Category Customer

ExperienceSkill Sub-Category(where applicable) N/A

Skill Contribute to Customer Service over Various Platforms

Skill Description

This skill describes the ability to leverage on available organisational resources when engaging with customers over various platforms. It also includes portraying a professional etiquette and escalating feedback received over various platforms.

Knowledge and Analysis The ability to understand:

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Platforms to engage customers Reasons for engaging with customers over various platforms Types of available organisational resources Methods to portray professional etiquette over various platforms Principles of effective communication Methods to escalate feedback

It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.

Application and Adaptation

It refers to the ability to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work.

The ability to:

Leverage on organisational resources when engaging with customers over various platforms

Portray professional etiquette when responding to customers over various platforms in accordance with organisational guidelines

Escalate feedback received over various platforms using appropriate channels and in accordance with the organisation’s guidelines

Innovation and Value Creation

The ability to:

Identify and suggest areas of improvement that may arise out of one’s interaction with customers

It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.

Social Intelligence and Ethics

The ability to:

Adhere to code of ethics when handling customers over various platformsIt refers to the ability to use

affective factors in leadership, relationship and diversity management guided by professional codes of ethics.

Learning to Learn The ability to:

Keep abreast of changes in organisational resources used when engaging customers

It refers to the ability to develop and improve one’s self within and outside of one’s area of work.

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Range of ApplicationPlatforms over which customers may be engaged with must include: Telephone Social media such as internet forums and social networks E-mail/mail

Organisational resources used when engaging customers must include: Stock lists Contact details of stockists Organisation policies (e.g. return and exchange policies) Customer complaint forms Product knowledge databases Standard Frequently Asked Questions (FAQs) supplied by

organisation Customer Relationship Management (CRM) databases

(where applicable)It refers to the critical circumstances and contexts that the skill may be demonstrated.

Version Control

Version Date Changes Made Edited by

SVCF-CS-101E-1 1-Sep-16 Initial Version WDA and STB

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Skill Code HAS-CEX-2001-1.1Skill Category Customer

ExperienceSkill Sub-Category(where applicable)

N/A

Skill Handle Guests/Customers' Concerns and Feedback

Skill DescriptionThis skill describes the ability to recognise and approach dissatisfied guests/customers. It also includes the ability to follow up with guests/customers on concerns and feedback to prevent recurrences.


Types of dissatisfied guests/customers Principles of effective communication and interpersonal techniques Guidelines for planning approach to handle concerns and feedback Guidelines for offering different solutions to guests/customers Incident records in incident log book


Application and Adaptation The ability to:

Recognise concerns and feedback from guests/customers’ perspectives

Deal with guests/customers’ concerns and feedback Follow up on concerns and feedback to prevent recurrences



N/A



The ability to:

Seek dialogue with guests/customers to establish concerns and feedback to prevent recurrencesIt refers to the ability to use


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Self-reflect on effectiveness of offering different solutions to guests/customers


Range of Application N/A


Version Control


HAS-CEX-2001-1.1 1-Sep-16 Initial Version WDA and STB

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Skill Code SVCF-CS-103C-1Skill Category Customer

ExperienceSkill Sub-Category(where applicable)

N/A

Skill Respond to Service Challenges

Skill Description

This skill describes the ability to respond to challenging service situations through the use of appropriate verbal and non-verbal communication techniques. It also includes recognising triggers which may lead to service challenges, use of service recovery procedures to respond to the challenges and escalating unresolved service challenges.


Types of triggers in the service environment Types of service challenges Importance of responding to service challenges Principles of effective communication Method to escalate service challenges Service escalation channels Resilience and methods to demonstrate resilience



Use service recovery procedures to respond to service challenges in accordance with organisation guidelines

Escalate unresolved service challenges using appropriate channels in accordance with the organisation’s guidelines

Demonstrate resilience in the handling of service challenges



The ability to:

Strive for win-win outcomes when handling service challenges Identify and suggest areas of improvement that may arise out of

service challenges


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The ability to:

Empathise with customers while facing service challenges to prevent situation from escalatingIt refers to the ability to use



Keep abreast of latest products and services and service delivery procedures to avoid creating service challenges

Reflect on own handling of service challenges to improve performance in future situations

Monitor own service delivery to avoid creating situations that may give rise to service challenges


Range of Application Triggers may be defined as causes of an event or situation that may lead to service challenges.

The service environment may be defined as the workplace where products or services are sold or delivered. It includes the shop-front, back-room operations or store.

Triggers in the service environment must include: Un-trained service staff Poor attitude of staff Lack of urgency to resolve complaints and feedback Long waiting times and queues Unresolved issues or problems Poor response to information requested Un-informed staff Lack of communication Lack of availability of product Poor product or service quality

Service challenges must include: Customer complaints on products or services Negative feedback from customers on service delivery

Service recovery is a procedure for dealing with customers’ service


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challenges. It must include: Listening to the customer to identify the cause of the service

challenge Using verbal and non-verbal communication to address service

challenge Apologising to the customer immediately Taking immediate action to resolve the situation Showing empathy Conducting follow-up with customer

Resilience may be defined as the process and experience of being Version Control


SVCF-CS-103C-1 1-Sep-16 Initial Version WDA and STB

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Skill Code HAS-HKO-1003-1.1Skill Category Housekeeping

OperationsSkill Sub-Category(where applicable)

N/A

Skill Provide Related Housekeeping Services

Skill DescriptionThis skill describes the ability to perform updates of guestroom and resident apartment status and handle guests’ and residents’ requests and feedback. It also includes performing housekeeping support activities.

Knowledge and Analysis


The ability to understand:

Policies for filing and printing reports Priority status of rooms and apartments for cleaning Benefits of comparing room and apartment status in room attendant

reports with room and apartment status on computer Significance of reporting discrepancies in room and apartment status

to supervisor Consequences of improper handling of requests and feedback Benefits of preparing equipment and workstations for next shift Procedures for logging off at end-of-shift


Perform start-of-shift and end-of-shift activities Perform updates of room and apartment status Handle guests’ and residents’ requests and feedback Perform housekeeping support activities



The ability to:

Learn to use new cleaning tools, appliances and equipment to It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.


The ability to:

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Respect and protect the privacy of guests and residents, in accordance with organisational procedures

It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.


Seek feedback from supervisor to improve on housekeeping services provision




Version Control


HAS-HKO-1003-1.1 1-Sep-16 Initial Version WDA and STB

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Skill Code ES-FSI-111G-1Skill Category Infocomm

TechnologySkill Sub-Category(where applicable)

N/A

Skill Use Basic Functions and Applications of a Computer

Skill Description

This skill describes the ability to use basic functions and applications of a computer. It also includes managing basic desktop settings, files and folders and performing word processing, spreadsheet and online communication functions.




Concepts relating to computer hardware Concepts relating to computer software Practices to protect personal well-being when using a computer or

device Practices to protect environmental well-being when using a

computer or device Concepts relating to computer security Components of a desktop Components of a window Concepts relating to files and folders Components in a word processing application Components in a spreadsheet application Concepts relating to online communication applications



The ability to:

Manage desktop settings in a computer using basic operating system functions

Manage files and folders in a computer using basic file management functions

Perform basic word processing functions using a word processing application

Perform basic spreadsheet functions using a spreadsheet application

Perform basic online communication functions using online communication applications


The ability to:

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Adopt practices to improve personal well-being when using a computer or device



The ability to:

Seek assistance and guidance from peers on difficulties and problems faced when using a computer or deviceIt refers to the ability to use



Develop good practices in checking and previewing documents, worksheets and messages




Version Control


ES-FSI-111G-1 1-Sep-16 Initial Version WDA and STB

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Skill Code ES-IP-101G-1Skill Category People and Relationship

ManagementSkill Sub-Category(where applicable)

N/A

Skill Communicate and Relate Effectively at the Workplace

Skill Description

This skill describes the ability to use effective communication techniques at the workplace, while taking into consideration social and cultural differences. It also includes interpreting, clarifying, analysing and responding to information received, as well as using effective negotiation skills to resolve conflicts for a win-win outcome.




Sources of information within and outside the organisation Types of information to be received, clarified and responded to and

their features Different modes of communication and communication tools and

their characteristics Principles of effective communication and interpersonal techniques Internal and external barriers to effective communication Strategies for communicating in a courteous and respectful manner

that considers social and cultural differences Ways to distinguish between objective facts and subjective

interpretation in a conflict Definition of conflict and common types of conflict at the workplace Definition of negotiation and types of negotiation styles and their

characteristics Types of reference documents to use during negotiations Types of conflict resolution strategies to achieve outcomes in

negotiation



The ability to:

Interpret and analyse information received according to workplace procedures

Plan response to information received taking into account the social and cultural background of the recipient of the information

Identify signs, stages and causes of conflict with individuals or groups of people based on objective facts and interpretation

Define the conflict and highlight points of differences and contention objectively, taking into consideration social and cultural differences of parties involved


The ability to:

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Work towards achieving a win-win outcome in assessing mutually acceptable solutions



The ability to:

Use appropriate communication techniques that consider social and cultural differences to clarify and respond to information received

Negotiate for mutually acceptable solutions by all parties using effective communication and negotiation skills

Communicate outcome of negotiation and propose relevant recommendations with justifications to supervisor to seek concurrence and endorsement



Reflect on communication techniques to learn from weaknessesIt refers to the ability to develop and improve one’s self within and outside of one’s area of work.

Range of Application Principles of effective communication and interpersonal techniques must include:

Feedback – to ensure that the receiver was listening, understood the information or message and agrees to the required action. Suggestions and criticisms to be provided when necessary at this stage

Clarity – message or information must be clear and concise and should not be ambiguous

Objectivity – the purpose of the message or information to be communicated must be clear, so as to decide the best mode of communication and medium for the message and to trigger the emotional and cognitive responses to ensure receivers are engaged e.g.: To gain information, to provide information, initiate action, praise, criticize, inspire, change a person’s attitude, etc.

Listen and understand – use active listening skills to probe into a situation, repeat what was said to ensure that the information received is accurate. It is important to interpret the information correctly. Understanding include being aware of the receiver’s state of mind and being upon receiving the information, emotions, social climate and customs

Connectivity – to connect with the receiver(s) and address their needs


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Consistency – message or information must be consistent to the current plans, policies and procedures, programmes and goals of the organisation

Completeness – message or information must be completed and adequate to avoid any misunderstanding and any delay of action if required

Version Control


ES-IP-101G-1 1-Sep-16 Initial Version WDA and STB

Skill Code ES-IP-102G-1 Skill Category People and Relationship Management

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Skill Sub-Category(where applicable)

N/A

Skill Work in a Team

Skill Description

This skill describes the ability to apply effective communication techniques to achieve individual and team goals. It also includes providing support to team members while taking into consideration diversity issues.




Definition of organisational vision, mission and goals Different roles played by team members Interdependence of roles within a team Importance of maintaining open communication within a team Effects of trust, respect and support within a team Diversity issues and their impact on communication Relevant parties from whom one can seek feedback, advice and

assistance Effects of organisational, industry and legislative requirements and

work performance standards and/or targets on attainment of individual, team and organisational goals

Organisational policies, limits of autonomy and span of control


Define and align team goals with departmental and organisational goals

Demonstrate responsibility and commitment for work done and to the achievement of individual and team goals

Identify potential areas of conflict with team members and methods to overcome them, taking into consideration diversity issues



The ability to:

Listen to and contribute ideas and skills using appropriate communication techniques to achieve team goals

Recommend improvements to established policies and procedures in a proactive manner



The ability to:

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Maintain open communication with team members by sharing information and discussing work-related issues to achieve individual and team goals to meet organisational requirements

Demonstrate trust, respect and support towards team members in daily activities to achieve team goals

Identify and resolve issues and concerns through collaborative activities with supervisor



Define own and individual roles within the team and work within the team and organisation dynamics

Accept and provide feedback, advice and assistance in a considerate and constructive manner to accomplish task assigned




Version Control


ES-IP-102G-1 1-Sep-16 Initial Version WDA and STB

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Skill Code ES-PMD-101G-1Skill Category

Personal Management and Development

Skill Sub-Category(where applicable) N/A

Skill Develop Personal Effectiveness at Operations Level

Skill Description

This skill describes the ability to apply knowledge and life skills and relate them to personal and team goals. It also includes managing time effectively, maintaining work-life balance, managing stress as well as personal finances.




Types of motivational factors affecting personal goal setting and achievement

Strategies to link one’s roles and responsibilities to individual and team success

Factors that may affect the achievement of team goals Strategies to achieving goals Benefits of prioritising tasks according to team goals Various types of paraphernalia, technology and methods to manage

time and work priorities and their features Various barriers to effective time management and their

characteristics Various ways to access resources to overcome barriers to effective

time management and their characteristics Practices that promote personal well-being and aspects of personal

management Issues related to personal and family responsibilities and their

impact on work Common sources of assistance available to support personal

management



The ability to:

Set up personal goals and align them to team goals based on objectives set

Plan and complete personal tasks to meet team goals according to timelines set

Identify work-life balance programmes to maintain personal work-life balance for the achievement of team goals

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The ability to:

Recognise symptoms of and deal with stress to maintain work effectiveness



The ability to:

Seek guidance when setting and achieving personal goalsIt refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.

Learning to Learn


The ability to:

Identify own roles and responsibilities and their contribution towards the achievement of team goals

Identify personal strengths and weaknesses, list the strategies to overcome weaknesses and describe how personal strengths can contribute towards the achievement of team goals

Identify own existing financial position using appropriate tools and describe how to manage such a position



Version Control


ES-PMD-101G-1 1-Sep-16 Initial Version WDA and STB

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Skill Code HAS-PNI-2002-1.1Skill Category Planning and

ImplementationSkill Sub-Category(where applicable)

N/A

Skill Handle Basic Administrative Duties

Skill Description This skill describes the ability to perform daily office administrative tasks and operate office equipment in accordance with organisation guidelines.




Organisation structure, specific policies and Standard Operating Procedures

Communication procedures relating to handling of messages and mails

Classification and coding systems for filing documents Security and confidentiality requirements for documents Guidelines and procedures to operate office equipment Guidelines and procedures on copyright restrictions


Carry out daily office routines Operate office equipment to complete a range of tasks Follow established protocols



N/A


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The ability to:

Exercise tolerance and patience when interacting with others across departmentsIt refers to the ability to use



Update learning of new types of office tools and equipment for workplace productivity




Version Control


HAS-PNI-2002-1.1 1-Sep-16 Initial Version WDA and STB

Skill Code SVCF-PL-101C-1Skill Category Planning and

ImplementationSkill Sub-Category(where applicable)

N/A

Skill Implement Operations for Service Excellence

Skill Description

This skill describes the ability to deliver service as part of a team and escalate issues that may impact an organisation’s service standards. It also includes recognising one’s role in the organisation’s service value chain and acquiring information that is commonly sought by customers.

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Importance of one’s role in the service value chain Sources of information commonly sought by organisation’s customers Principles of effective team communication Organisation’s service standards Effective communication skills Types of service performance issues Organisation’s service escalation process Channels to identify service performance issues


The ability to:

Recognise the role that one plays in the service value chain Deliver service as part of a team according to the organisation’s

service standards Recognise opportunities and take initiative to assist colleagues in

service delivery



The ability to:

Recognise and escalate service performance issues that affect the organisation’s service standardsIt refers to the ability to

generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.


The ability to:

Adhere to organisation’s professional code of conduct in service delivery

Share information commonly sought by organisation’s customers with colleagues to enhance the team’s performance in service delivery



Acquire information commonly sought by organisation’s customers to It refers to the ability to

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develop and improve one’s self within and outside of one’s area of work.

enhance own ability to deliver service

Range of Application An organisation’s service value chain is made up of multiple stakeholders at different levels, all of whom have a part to play within the organisation in upholding the organisation’s service standards.

Service performance issues may be identified through the following channels:

Customer feedback Observation of the service environment Mystery shopping results report


Version Control


SVCF-PL-101C-1 1-Sep-16 Initial Version WDA and STB

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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR


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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR


Definitions of the Five (5) Domains

Domain Definition


Knowledge includes the gathering of facts and information through traditional and digital forms. Analysis involves the cognitive processing, integration and inspection of single or multiple sources of facts and information required to perform work tasks and activities and takes into consideration, the work contexts in which the tasks and activities are carried out. The result of knowledge and analysis produce judgements on work tasks/activities/issues/areas, and the conceptualisation of solutions to solve problems at work.


Application involves the ability to perform work tasks and activities defined by the requirements of the occupation. Adaptation involves the ability to react to and manage the changes in the work contexts. The result of application and adaptation leads to the production of psycho-motor actions and behavioural reactions to the work tasks/activities/issues/areas, and the execution of the planned solutions to solve problems at work.


Innovation includes the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to the organisational goals. As a result of innovation, the organisation is able to reap the values from individual or team contributors to achieve organisational growth.


Social intelligence includes the ability to appreciate and use affective factors in leadership, relationship and diversity management guided by professional codes of ethics as effective individuals or team contributors.

Learning to Learn

Learning-to-learn includes the ability to improve on self-development within and outside of one’s area of work. It involves the continual inspection of one’s knowledge, analytical, application, adaptive, innovative and social skills that are needed to perform the work optimally and/or solve problems effectively.

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Documents

file · Web viewskills framework for hotel and accommodation services. skill. s. standard. s for. housekeeping coordinator. skills framework for . hotel and accommodation services