SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION … · The Front Office Agent(Officer)/Guest Relation(s) Agent(Officer)/Guest Service(s) Agent(Officer)/Call Centre Agent(Officer) should

SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR

FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/

CALL CENTRE AGENT(OFFICER)

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

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Occupation: Front Office Agent(Officer)/Guest Relation(s) Agent(Officer)/ Guest Service(s) Agent(Officer)/Call Centre Agent(Officer)

Occupation Description:

The Front Office Agent(Officer)/Guest Relation(s) Agent(Officer)/Guest Service(s)

Agent(Officer)/Call Centre Agent(Officer) directly addresses the needs of all

guests/customers and ensures an exceptional guest/customer experience. He/She

treats guests/customers with respect and handles room reservations or walk-in requests,

registration procedures and guest/customer complaints with professionalism to promote

a positive first impression. He/She also works closely with the rooms division and other

departments in keeping room status reports up-to-date. He/She also performs cashier-

related functions such as posting charges to guest/customer accounts and assisting

guests/customers with foreign currency exchange services.

The Front Office Agent(Officer)/Guest Relation(s) Agent(Officer)/Guest Service(s)

Agent(Officer)/Call Centre Agent(Officer) should have a working knowledge of property

management system to aid in the various job functions. He/She should be well versed in

the property’s standard procedures, current products, services, promotions, local events,

activities and operating hours of establishments. He/She must be knowledgeable to

present pricing options and alternatives to meet guests/customers’ requests and use

suggestive selling techniques to promote other services of the property when

appropriate.

The team member from the call centre also handles all incoming calls from internal or

external parties to address the needs of all guests/customers. He/She ensures that

every call received is attended to promptly and pleasantly, takes messages accurately

and delivers all wake-up calls request timely in accordance with organisational

guidelines. He/She also coordinates with food and beverage and other departments to

take order of room services from guests/customers and ensures all charges related to

call services are posted to guests/customers’ accounts accurately.

Good communication, interpersonal skills, active listening and showing empathy, are essential in order to excel in this job role.

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.




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The skills expected of the Front Office Agent(Officer)/Guest Relation(s) Agent(Officer)/ Guest Service(s) Agent(Officer)/Call Centre Agent(Officer)are summarised as below:

Skill Category

Skill

Analytical,

Conceptual and

Evaluative

1. Solve Problems and Make Decisions at Operations Level

Customer

Experience

2. Handle Guests/Customers' Concerns and Feedback

3. Promote Tourism

4. Respond to Service Challenges

Front Office

Operations and

Services

5. Provide Front Office Services

6. Provide One-Stop Services

7. Provide Switchboard Services

Infocomm

Technology

8. Apply Software Systems in Hospitality Management

9. Perform Essential Online Functions

10. Use Basic Functions and Applications of a Computer

People and

Relationship

Management

11. Work in a Diverse Service Environment

12. Work in a Team

Planning and

Implementation

13. Handle Basic Administrative Duties

14. Implement Operations for Service Excellence

Reservations

Management 15. Provide Reservation Services

Sales and

Marketing 16. Apply Upselling and Suggestive Selling Techniques




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Skill Code ES-ACE-102G-1

Skill Category Analytical, Conceptual and

Evaluative

Skill Sub-Category

(where applicable) N/A

Skill Solve Problems and Make Decisions at Operations Level

Skill Description

This skill describes the ability to acquire problem-solving and decision-making

techniques. It also includes proactively identifying the root causes to a problem

and taking responsibility for the decisions within own circle of influence.

Knowledge and

Analysis The ability to understand:

• Procedure for evaluating selected ideas for problem-solving

• Factors to consider in selecting suitable modes of communication

• Methods to determine the strengths and limitations and constraints of each

selected idea

• Areas of impact from implementation of an action plan

• Types of evaluation methods to determine effectiveness of implemented

solutions and action plan

• Techniques to identify sources of failure in the implemented solution and

action plan

• Potential areas requiring corrective action

• Types of corrective actions

• Reflective mechanisms for the entire problem-solving process

It refers to

gathering, cognitive

processing,

integration and

inspection of facts

and information

required to perform

the work tasks and

activities.

Application and

Adaptation

The ability to:

• Recognise symptoms that could lead to potential problems at the workplace

using appropriate tools and techniques

• Identify deviations from organisational norm and SOPs based on symptoms

identified

• Identify the possible root causes of the problems using appropriate tools and

techniques

• Implement action plan at the workplace based on organisational SOP

• Identify preventive measures to avoid recurrence of similar problems in the

future based on appropriate tools and techniques

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




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Innovation and

Value Creation

The ability to:

• Generate and select ideas to solve the problem using creative and logical

thinking

• Evaluate selected ideas using pertinent criteria and choose the most

desirable ones as solutions to the problems

• Evaluate the effectiveness of the implemented solutions and action plan and

initiate corrective actions where necessary

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:

• Identify relevant parties' priorities and concerns and use suitable

communication mechanisms and modes to garner agreement from relevant

parties on chosen solution and action plan

It 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 impact of the problems on own job responsibilities and other parties

involved and make adjustments of own work processes and working methods

It refers to the

ability to develop

and improve one’s

self within and

outside of one’s

area of work.




5

Range of

Application

N/A

(where applicable)

It refers to the

critical

circumstances and

contexts that the

skill may be

demonstrated.

Version Control

Version Date Changes Made Edited by

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




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Skill Code HAS-CEX-2001-1.1

Skill Category Customer Experience

Skill Sub-Category


Skill Handle Guests/Customers' Concerns and Feedback

Skill Description

This 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.

Knowledge and

Analysis

The ability to understand:

• 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

It refers to gathering,

cognitive

processing,

integration and

inspection of facts

and information

required to perform

the work tasks and

activities.

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

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.




7

Innovation and

Value Creation

N/A


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:

• Seek dialogue with guests/customers to establish concerns and feedback to

prevent recurrences It refers to the ability

to use affective

factors in leadership,

relationship and

diversity

management guided

by professional

codes of ethics.


• Self-reflect on effectiveness of offering different solutions to

guests/customers


to develop and

improve one’s self

within and outside of

one’s area of work.

Range of

Application

N/A

(where applicable)

It refers to the critical

circumstances and

contexts that the skill

may be

demonstrated

.




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




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Skill Code HAS-CEX-2002-1.1


Skill Sub-Category


Skill Promote Tourism

Skill Description

This skill describes the ability to promote tourism and Singapore to

guests/customers at the workplace, by obtaining sufficient knowledge on the

country.

Knowledge and

Analysis The ability to understand:

• Common types of tourist information that guests/customers might request

for

• Guidelines for accessing tourism information and promoting products and

services

• Guidelines for, and benefits of, providing tourist recommendations to suit

guests/customer's requirements

• Benefits of possessing updated tourism information

• Types of guests/customers' needs and wants

• Importance of performing ambassadorial role in providing information and

additional services

• Importance of identifying guests/customers’ verbal and non-verbal cues

that will provide opportunities for additional sale

• Benefits of follow up service with guests/customers


cognitive

processing,

integration and

inspection of facts

and information

required to perform

the work tasks and

activities.

Application and

Adaptation

The ability to:

• Identify available sources of tourism information, in accordance with

organisational procedures

• Access and identify common, useful tourism information, in accordance

with organisational procedures

• Determine guests/customers’ requirements through the use of appropriate

questioning techniques, in accordance with organisational procedures

• Comply with legal requirements when recommending tourism products and

services

• Present and recommend additional products and services, in accordance

with guests/customers’ requirements

• Perform follow up with guests/customers, in accordance with organisational

standards


to perform the work


required of the

occupation, and the


manage the

changes at work.




10

Innovation and

Value Creation

The ability to:

• Perform the role of ambassador in accordance with organisational

procedures It refers to the ability

to generate

purposive ideas to

improve work

performance and/or

enhance business

values that are

aligned to


Social Intelligence

and Ethics

The ability to:

• Keep up-to-date with changes in the tourism industry, in line with business

operations

• Communicate effectively with guests/customers to recommend tourism

information that best meet their requirements

• Identify guests/customers’ verbal and non-verbal cues that will provide

opportunities for additional sales, in accordance with organisational

procedures


to use affective


relationship and

diversity

management guided

by professional

codes of ethics.


• Seek feedback from supervisor and peers on ways to improve on sourcing

of tourism information and services for guests/customers


to develop and




Range of

Application

Legal requirements must include:

• Consumer Protection (Fair Trading) Act

• Goods and Services Tax (GST) Act (where applicable)


circumstances and


may be

demonstrated.




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Version Control


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Skill Code SVCF-CS-103C-1


Skill Sub-Category


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.

Knowledge and

Analysis


• 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


cognitive

processing,

integration and

inspection of facts

and information

required to perform

the work tasks and

activities.

Application and

Adaptation

The ability to:

• 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


to perform the work


required of the

occupation, and the


manage the

changes at work.




13

Innovation and

Value Creation

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


to generate

purposive ideas to

improve work

performance and/or

enhance business

values that are

aligned to


Social Intelligence

and Ethics

The ability to:

• Empathise with customers while facing service challenges to prevent

situation from escalating It refers to the ability

to use affective


relationship and

diversity

management guided

by professional

codes of ethics.


• 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


to develop and







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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 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 disrupted by

change, opportunities, stressors and adversity, and, after introspection,

accessing strengths to grow stronger through disruption.

Methods to demonstrate resilience must include:

• Developing coping skills to deal with stress of change, opportunity, stress or

adversity

• Building on actions and focusing on outcomes

(where applicable)


circumstances and


may be

demonstrated.




15

• Practicing realistic optimism and remaining hopeful under pressure

• Developing strong support systems in or outside the workplace

Version Control


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




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Skill Code HAS-FOS-2002-1.1

Skill Category Front Office Operations and

Services

Skill Sub-Category


Skill Provide Front Office Services

Skill Description

This skill describes the ability to perform activities at start-of-shift and prior to

guests/customers’ arrivals, check-in guests/customers and handle foreign

exchange transactions. It also includes performing activities prior to

guests/customers’ departures, checking-out guests/customers and performing

end-of-shift activities.

Knowledge and

Analysis


• Importance of performing start-of-shift and end-of-shift activities

• Operational guidelines of the required property management system (PMS)

and operating consoles to facilitate front desk activities

• Guidelines on safekeeping cashier float and related cashier transactions

• Guidelines on handling foreign exchange transactions

• Importance of proper documentation and handling of cashier related

transactions and issues

• Guidelines on Workplace Safety and Health

• Guidelines for protecting guests/customers' privacy, safety and security

• Importance of reporting irregularities within the work area to appropriate

person and department

• Importance of performing activities prior to guests/customers’ arrivals and

departures, including assignment of rooms or apartments, reservations and

updating check-in/check-out records

• Categories of properties and their amenities and facilities


• Guidelines and techniques to perform upselling and suggestive selling


cognitive

processing,

integration and

inspection of facts

and information

required to perform

the work tasks and

activities.




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Application and

Adaptation

The ability to:

• Perform start-of-shift activities and end-of-shift activities, in accordance


• Perform activities prior to guests/customers' arrivals and departures, in

accordance with organisational procedures

• Perform inter-departmental communication to address the needs of

guests/customers

• Handle check-in and check-out activities, in accordance with organisational

procedures

• Handle cashier and foreign exchange transactions, in accordance with


• Maintain self-confidence and positivity, to avoid showing signs of fatigue to

guests/customers, when facing peaks and valleys of activities


to perform the work


required of the

occupation, and the


manage the

changes at work.

Innovation and

Value Creation

The ability to:

• Coordinate and prioritise resources to support contingency plans that may

arise in the course of work It refers to the ability

to generate

purposive ideas to

improve work

performance and/or

enhance business

values that are

aligned to


Social Intelligence

and Ethics

The ability to:

• Empathise, listen and read arriving guests/customers proactively to provide

the best comfort and experience to them, when providing front office

services

• Treat all guests/customers with respect and equality, when providing front

office services


to use affective


relationship and

diversity

management guided

by professional

codes of ethics.




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• Pursue continual improvement in providing front office services, through

participation in peer and/or supervisor review platforms, to upgrade own

capabilities


to develop and




Range of

Application

N/A

(where applicable)


circumstances and


may be

demonstrated.

Version Control


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




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Services

Skill Sub-Category


Skill Provide One-Stop Services

Skill Description

This skill describes the ability to perform start-of-shift activities, provide one-stop

services, attend to guests/customers’ concerns and feedback and to perform

end-of-shift activities.

Knowledge and

Analysis


• Significance of performing start-of-shift and end-of shift activities in

accordance to

• organisational procedures


and operating consoles to facilitate one-stop services

• Importance of providing and relaying accurate information on service

• Information required for hotel and accommodation services, local attractions

and points of interest


• Importance of performing service recovery, and its benefits

• Functions of forms used to record guests/customers’ requests, concerns

and feedback

• Policies for protecting guests/customers’ privacy, safety and security



cognitive

processing,

integration and

inspection of facts

and information

required to perform

the work tasks and

activities.

Application and

Adaptation

The ability to:

• Perform start-of-shift activities and end-of-shift activities, in accordance with


• Provide one-stop services, in accordance with organisational procedures

• Attend to guests/customers’ concerns and feedback, in accordance with



to perform the work


required of the

occupation, and the


manage the

changes at work.




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Innovation and

Value Creation

The ability to:

• Integrate content from diverse channels and sources, and present a variety

of information to guests/customers, based on their preferences and needs,

to make informed choices


to generate

purposive ideas to

improve work

performance and/or

enhance business

values that are

aligned to


Social Intelligence

and Ethics

The ability to:

• Present reliable and accurate information on services, when providing one-

stop services

• Engage guests/customers and initiate meaningful conversations with them

to personalise their experiences, when providing one-stop services


to use affective


relationship and

diversity

management guided

by professional

codes of ethics.


• Pursue continual improvement in providing one-stop services, through

participation in peer and/or supervisor review platforms, to upgrade own

capabilities


to develop and







21

Range of

Application

N/A

(where applicable)


circumstances and


may be

demonstrated.

Version Control






22



Services

Skill Sub-Category


Skill Provide Switchboard Services

Skill Description

This skill describes the ability to handle incoming calls and wake-up calls and

provide telephone-related services. It also includes performing perform start-of-

shift and end-of-shift activities.

Knowledge and

Analysis


• Significance of performing start-of-shift and end-of shift activities in

accordance to organisational procedures


and operating consoles to facilitate front desk switchboard activities


• Organisation’s product offerings and services and their benefits

• Importance of adhering to standard operating procedures (SOP) for

handling internal and external calls

• Importance of recording details of telephone-related services in an

organised format

• Guidelines for providing different types of telephone-related services

• Guidelines on billing for telephone-related services

• Strategies for handling problems related to telephone-related services

• Importance of reporting irregularities at work areas

• Policies for protecting guests/customers' privacy, safety and security



cognitive

processing,

integration and

inspection of facts

and information

required to perform

the work tasks and

activities.




23

Application and

Adaptation

The ability to:

• Perform start-of-shift activities and end-of-shift activities, in accordance


• Handle incoming calls, such as transferring calls to required destination,

taking

• messages and managing enquiries and exceptional calls, in accordance


• Handle outgoing calls, such as making calls for guests/ customers, in


• Handle wake-up calls, including confirming details for wake-up call,

recording calls, programming wake-up calls and notifying other

departments, if required to support guests/customers' special requests, in


• Provide all other telephone-related services in accordance with



to perform the work


required of the

occupation, and the


manage the

changes at work.

Innovation and

Value Creation

The ability to:

• Initiate appropriate measures when handling challenging, exceptional calls

in the course of work It refers to the ability

to generate

purposive ideas to

improve work

performance and/or

enhance business

values that are

aligned to


Social Intelligence

and Ethics

The ability to:

• Be attentive to guests/customers' requests and keep the general

demeanour, tone and volume of voice amicable at all times over the

telecommunication tools, when providing switchboard services

• Empathise with the callers to react calmly and follow up promptly to their

enquiries when providing switchboard services


to use affective


relationship and

diversity

management guided

by professional

codes of ethics.




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• Pursue continual improvement in providing switchboard services by

participating in peer and supervisor review platforms to upgrade own

capabilities


to develop and




Range of

Application

N/A

(where applicable)


circumstances and


may be

demonstrated.

Version Control






25

Skill Code HAS-ICT-2001-1.1

Skill Category Infocomm Technology

Skill Sub-Category


Skill Apply Software Systems in Hospitality Management

Skill Description

This skill describes the ability to use the front-of-house and back-of-house

systems, such as the property management system (PMS), point of sale (POS)

system, hotel information system and other proprietary systems where

appropriate.

Knowledge and

Analysis


• Security in Information and Communications Technology (ICT) and systems

• Security concepts relating to management of data

• Property Management System (PMS) and its usage

• Management of data and information for hospitality sector operations and

tasks

It refers to


processing,

integration and

inspection of facts

and information

required to perform

the work tasks and

activities.

Application and

Adaptation

The ability to:

• Use the PMS to extract or record guests/customers’ bookings, purchases and

data

• Manage inventory of organisation (rooms, facilities etc.) using the PMS

• Manage information and data in accordance with organisational procedures

and guidelines

• Manage hotel personnel using the software applications and systems

• Monitor and manage sale transactions using POS System

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.




26

Innovation and

Value Creation

The ability to:

• Improve on the use of software applications to increase the productivity of

these systems 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:

• Demonstrate awareness of communications related challenges pertaining to

operations and management It refers to the

ability to use


leadership,

relationship and

diversity

management

guided by

professional codes

of ethics.


• Reflect and be kept abreast of new ICT developments that will increase the

productivity of the systems that support operations

It refers to the

ability to develop

and improve one’s

self within and

outside of one’s

area of work.




27

Range of

Application

N/A

(where applicable)

It refers to the

critical

circumstances and

contexts that the

skill may be

demonstrated.

Version Control


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




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Skill Code ES-FSI-107G-2


Skill Sub-Category


Skill Perform Essential Online Functions

Skill Description

This skill describes the ability to perform web browsing, manage email and

appointment scheduling. It also includes using appropriate functions of a web

browser application and evaluating online information using search engines and

social media applications.

Knowledge and

Analysis


• Concepts relating to web browsing

• Concepts relating to online security

• Concepts relating to online information search

• Concepts relating to online communities

• Concepts relating to types of online communication tools

• Concepts relating to copyright and data protection

• Methods to share information online

• Evaluation criteria for webpage content and its importance

• Good practices for sharing of information online

• Types of security measures to protect personal data when sharing

information online

• Concepts relating to the use of e-mail


cognitive

processing,

integration and

inspection of facts

and information

required to perform

the work tasks and

activities.

Application and

Adaptation

The ability to:

• Manage e-mails according to requirements by applying appropriate

functions of an e-mail application

• Manage appointments according to requirements by applying appropriate

functions of a calendar application

• Manage online information by applying appropriate methods and security

measures in accordance with copyright and data protection regulations and

other requirements


to perform the work


required of the

occupation, and the


manage the

changes at work.




29

Innovation and

Value Creation

The ability to:

• Utilise available functions to increase email productivity


to generate

purposive ideas to

improve work

performance and/or

enhance business

values that are

aligned to


Social Intelligence

and Ethics

The ability to:

• Share information with online communities using online communication

tools

• Acknowledge online information sources and seek permission to use online

information as appropriate

• Browse web pages by applying appropriate security measures and

functions in a web browsing application


to use affective


relationship and

diversity

management guided

by professional

codes of ethics.


• Update own learning through diverse information channels such as internet

forums and web conferences


to develop and







30

Range of

Application

N/A

(where applicable)


circumstances and


may be

demonstrated.

Version Control


ES-FSI-107G-2 1-Sep-16 Initial Version WDA and STB




31

Skill Code ES-FSI-111G-1


Skill Sub-Category


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.

Knowledge and

Analysis


• 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

It refers to


processing,

integration and

inspection of facts

and information

required to perform

the work tasks and

activities.

Application and

Adaptation

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 applications


to perform the work


required of the

occupation, and the

ability to react to

and manage the

changes at work.




32

Innovation and

Value Creation

The ability to:

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

device 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:

• Seek assistance and guidance from peers on difficulties and problems faced

when using a computer or device It refers to the ability

to use affective

factors in

leadership,

relationship and

diversity

management guided

by professional

codes of ethics.


• Develop good practices in checking and previewing documents, worksheets

and messages


to develop and







33

Range of

Application

N/A

(where applicable)

It refers to the

critical

circumstances and

contexts that the

skill may be

demonstrated.

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Skill Code SVCF-PP-101C-1

Skill Category People and Relationship Management

Skill Sub-Category


Skill Work in a Diverse Service Environment

Skill Description

This skill describes the ability to apply emotional intelligence and handle diversity

in a service environment. It also includes demonstrating inclusiveness and

resilience when faced with challenges.

Knowledge and

Analysis


• Importance of inclusiveness when working in a diverse service environment

• Types of diversity markers

• Diversity challenges and opportunities

• Aspects of emotional intelligence

• Methods to demonstrate resilience

• Methods to monitor own actions in handling diversity

It refers to

gathering,

cognitive

processing,

integration and

inspection of facts

and information

required to

perform the work

tasks and

activities.

Application and

Adaptation

The ability to:

• Demonstrate resilience when faced with challenges in a diverse service

environment

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.




35

Innovation and

Value Creation

The ability to:

• Translate different perspectives on diversity from colleagues into ideas that

may add value to organisation’s service delivery 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:

• Apply emotional intelligence when interacting with team members and

customers in a diverse service environment

• Deliver service in line with organisation’s service standards to a diverse

range of customers

It refers to the

ability to use


leadership,

relationship and

diversity

management

guided by

professional codes

of ethics.


• Monitor own actions in handling diversity in the service environment to hone

own ability to handle diversity

It refers to the

ability to develop

and improve one’s

self within and

outside of one’s

area of work.




36

Range of

Application

Inclusiveness is defined as showing respect for people from diverse backgrounds.

Emotional intelligence may be established as the ability to identify, assess, and

control the emotions of oneself, of others, and of groups.

Aspects of emotional intelligence must include:

• Knowing one’s emotions

• Managing one’s emotions

• Motivating oneself

• Recognising and understanding others’ emotions

• Managing relationships through use of Emotional Intelligence

Resilience may be defined as the process and experience of being disrupted by

change, opportunities, stressors and adversity, and, after introspection, accessing

strengths to grow stronger through disruption.

Methods to demonstrate resilience must include:

• Developing coping skills to deal with stress of change, opportunity, stressor

or adversity

• Building on actions and focusing on outcomes

• Practicing realistic optimism and remaining hopeful under pressure

• Developing strong support systems in or outside the workplace

(where applicable)

It refers to the

critical

circumstances and

contexts that the

skill may be

demonstrated.

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Skill Code ES-IP-102G-1

Skill Category People and Relationship

Management

Skill Sub-Category


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.

Knowledge and

Analysis


• 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

It refers to


processing,

integration and

inspection of facts

and information

required to perform

the work tasks and

activities.

Application and

Adaptation

The ability to:

• 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


to perform the work


required of the

occupation, and the

ability to react to

and manage the

changes at work.




38

Innovation and

Value Creation

The ability to:

• Listen to and contribute ideas and skills using appropriate communication

techniques to achieve team goal

• Recommend improvements to established policies and procedures in a

proactive manner


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:

• 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


to use affective

factors in

leadership,

relationship and

diversity

management guided

by professional

codes of ethics.


• 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


to develop and







39

Range of

Application

N/A

(where applicable)

It refers to the

critical

circumstances and

contexts that the

skill may be

demonstrated.

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Skill Code HAS-PNI-2002-1.1

Skill Category Planning and Implementation

Skill Sub-Category


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.

Knowledge and

Analysis


• 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

It refers to

gathering,

cognitive

processing,

integration and

inspection of facts

and information

required to

perform the work

tasks and

activities.

Application and

Adaptation

The ability to:

• Carry out daily office routines

• Operate office equipment to complete a range of tasks

• Follow established protocols

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.




41

Innovation and

Value Creation

N/A

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:

• Exercise tolerance and patience when interacting with others across

departments It refers to the

ability to use


leadership,

relationship and

diversity

management

guided by

professional codes

of ethics.


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

productivity

It refers to the

ability to develop

and improve one’s

self within and

outside of one’s

area of work.




42

Range of

Application

N/A

(where applicable)

It refers to the

critical

circumstances and

contexts that the

skill may be

demonstrated.

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Skill Code SVCF-PL-101C-1

Skill Category Planning and Implementation

Skill Sub-Category


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.

Knowledge and

Analysis


• 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

It refers to

gathering,

cognitive

processing,

integration and

inspection of

facts and

information

required to

perform the work

tasks and

activities.

Application and

Adaptation

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

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.




44

Innovation and

Value Creation

The ability to:

• Recognise and escalate service performance issues that affect the

organisation’s service standards 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 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

It 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:

• Acquire information commonly sought by organisation’s customers to enhance

own ability to deliver service

It refers to the

ability to develop

and improve

one’s self within

and outside of

one’s area of

work.




45

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

(where

applicable)

It refers to the

critical

circumstances

and contexts that

the skill may be

demonstrated.

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46

Skill Code HAS-REM-2001-1.1

Skill Category Reservations Management

Skill Sub-Category


Skill Provide Reservation Services

Skill Description

This skill describes the ability to create, amend and cancel reservations, with

compliance to the property's policies and guidelines and in accordance with

legislative and regulatory requirements. It also includes performing start-of-shift

and end-of-shift activities.

Knowledge and

Analysis


• Products and services of the property

• Different types of reservations, and the terms and conditions binding these

reservations

• Organisational procedures for performing start-of-shift and end-of-shift

activities

• Legislation and regulatory requirements for creating accurate, and

confirming, reservations according to guests/customers' requests, and room

and apartment availability

• Organisational procedures in handling special requests and issues related to

reservations

• Organisational procedures and policies on amendment of reservations

• Organisational procedures and policies on cancellation of reservations


cognitive

processing,

integration and

inspection of facts

and information

required to perform

the work tasks and

activities.

Application and

Adaptation

The ability to:

• Perform start-of-shift and end-of-shift activities

• Carry out reservation procedures, from taking requests to confirming details

of reservation, in the property’s reservation system

• Use correct sales techniques to secure reservations

• Perform enquiries to check constantly on room availability to advise

guests/customers accordingly

• Follow procedures to amend and cancel reservations according to request,

and update the system diligently

• Resolve problems related to making, amending and cancelling reservations,

in accordance with organisation's procedures and policies


to perform the work


required of the

occupation, and the


manage the

changes at work.




47

Innovation and

Value Creation

The ability to:

• Recommend alternatives to guests/customers if requests for reservations

cannot be met

• Upsell room packages to guests/customers to increase revenue for the

property


to generate

purposive ideas to

improve work

performance and/or

enhance business

values that are

aligned to


Social Intelligence

and Ethics

The ability to:

• Communicate effectively with guests/customers to meet their requests

• Communicate effectively with other departments to changes and special

requests by guests/customers

• Keep guests/customers’ information confidential, in accordance with

organisation's guidelines and policies


to use affective


relationship and

diversity

management guided

by professional

codes of ethics.


• Seek feedback from supervisor and peers on ways to improve service quality

and selling techniques


to develop and




Range of

Application

N/A

(where applicable)


circumstances and


may be

demonstrated.




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Skill Code HAS-SNM-2003-1.1

Skill Category Sales and Marketing

Skill Sub-Category


Skill Apply Upselling and Suggestive Selling Techniques

Skill Description

This skill describes the ability to upsell, and provides suggestive selling to

guests/customers, based on the knowledge of the organisation’s products and

services. It also includes the ability to establish their requirements, and manage

guests/customers’ concerns or objections.

Knowledge and

Analysis


• Guidelines for accessing information on organisation’s products and

services

• Techniques for developing, maintaining, and getting updated on knowledge

of organisation’s products and services

• Key features and benefits of organisation’s product offerings and services

• Guidelines for assessing information on guests/customers

• Importance of knowing and clarifying guests' and customer's requirements

in upselling and suggestive selling

• Techniques and benefits of upselling and suggestive selling to guests,

customers, organisations and staff

• Consumer Protection (Fair Trading) Act

• Similarities and differences between upselling and suggestive selling

• Guidelines and strategies to address and overcome guests' and customer's

concerns or objections


cognitive

processing,

integration and

inspection of facts

and information

required to perform

the work tasks and

activities.




50

Application and

Adaptation

The ability to:

• Identify available sources of information on organisation’s products and

services, in accordance with organisational procedures

• Develop, access and maintain knowledge on organisation’s products and

services, in accordance with organisational procedures

• Provide acknowledgement to guests/customers, in accordance with

organisational standards

• Recommend, explain and highlight product features and benefits, in

accordance with guest/customer's requirements

• Perform follow-up actions, in accordance with organisational procedures

• Identify and explain a range of products and services, which best meet

guests/customers’ requirements

• Apply appropriate service techniques to encourage guests/customers to

experience recommended products and services, in accordance with their

requirements

• Determine reasons behind guests/customers’ concerns or objections, in



to perform the work


required of the

occupation, and the


manage the

changes at work.

Innovation and

Value Creation

The ability to:

• Identify opportunities to perform upselling or suggestive selling, in

accordance with guests/customers’ requirements It refers to the ability

to generate

purposive ideas to

improve work

performance and/or

enhance business

values that are

aligned to





51

Social Intelligence

and Ethics

The ability to:

• Keep up-to-date with changes in the organisation’s products and services,

in accordance with organisational procedures

• Demonstrate professionalism in managing concerns or objections, in

accordance with organisational standards

• Use appropriate questioning techniques to determine guests/customers’

requirements, in accordance with organisational procedures

• Clarify guests/customers’ requirements using appropriate communication

techniques, in accordance with organisational procedures

• Address queries, concerns or objections from guests/customers with a

positive note, in accordance with organisational procedures


to use affective


relationship and

diversity

management guided

by professional

codes of ethics.


• Seek feedback from supervisor and peers on ways to improve upselling and

suggestive selling techniques to potential clients


to develop and




Range of

Application

N/A

(where applicable)


circumstances and


may be

demonstrated.

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Definitions of the Five (5) Domains

Domain Definition

Knowledge and Analysis

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 and Adaptation

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 and Value Creation

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 and Ethics

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.

Documents

SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION … · The Front Office Agent(Officer)/Guest Relation(s) Agent(Officer)/Guest Service(s) Agent(Officer)/Call Centre Agent(Officer) should