· Web viewThe Assistant Housekeeper/Assistant Manager (Housekeeping) is conversant in all duties of the housekeeping department. He/She is responsible for the hiring and training
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
The Assistant Housekeeper/Assistant Manager (Housekeeping) is conversant in all duties of the housekeeping department. He/She is responsible for the hiring and training of staff and planning of department work schedules.
The Assistant Housekeeper/Assistant Manager (Housekeeping) maintains the high standards of cleanliness and presentation in all back-of-house and hotel public areas. He/She is responsible for immediately reporting any maintenance issues with furniture, fittings and equipment to the head of department to ensure operational excellence.
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.
15. Coach for Service Performance16. Cultivate Workplace Relationships and Diversity17. Manage a Diverse Service Environment
People Management
18. Conduct Staff Performance Assessment Process
Planning and Implementation
19. Display Critical Thinking and Analytical Skills20. Implement Loss/Risk Prevention21. Implement Process Improvement Change22. Manage Operations for Service Excellence23. Support Strategic and Operational Plans
Skill Code ES-ACE-301G-1Skill Category
Analytical, Conceptual and Evaluative
Skill Sub-Category(where applicable) N/A
Skill Foster Initiative and Enterprise in Teams
Skill Description
This skill describes the ability to identify areas for continuous improvement and apply strategies to facilitate, motivate and sustain initiative and innovation in the team. It also includes identifying, evaluating and measuring risks associated with innovation and taking initiative at a team level.
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Motivation concepts and techniques to lead and motivate teams to increase initiative and innovation and their characteristics
Sources of innovative opportunities and types of innovation and their characteristics
Basic principles to unleash untapped innovation and creativity at the workplace
Tools and techniques to increase team’s ability to develop creative ideas for innovation and their features
Methods for building and sustaining a culture of innovation, initiative and enterprise among team members
Modes of communication for effective sharing of lessons and their features
Skills required for self-directed team to be effective and ways to help them acquire these skills
Types of risks and their implications on team performance and success
Methods to reduce the impact of risk on team performance and success
Process of formulating communication plan to monitor, manage and reduce risks
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:
Assist team members to unleash their untapped innovation and creativity and increase their ability to develop creative ideas for innovation at the workplace
Facilitate team to be self-directed and sustain effort for continuous improvement at the workplace
Evaluate the effectiveness of implemented strategies in achieving planned outcome in accordance to criteria and goals set
Innovation andValue Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to
The ability to:
Identify possible areas for continuous improvement and challenges in getting team to initiate actions for continuous improvement at the workplace
Conduct risk assessment of new initiatives on team performance and success and recommend possible risk management strategies
Implement appropriate risk management strategies to support innovation and enterprise
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
This skill describes the ability to gather and interpret operational reports, report non-compliances and recommend improvements. It also includes reporting findings and recommendations to relevant stakeholders.
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Sources and interpretation of operational reports Data collation and comparison techniques Techniques to identify trends in operational reports Compliant workplace conditions and non-compliant practices Documentation and reporting procedures for non-compliance Significance of recommending improvements Techniques to gather feedback from relevant stakeholders Guidelines for updating findings and recommendations
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:
Identify operational reports in accordance with organisational requirements
Interpret operational reports Report non-compliances Recommend improvements in accordance with organisational
requirements Report findings and recommendations to relevant stakeholders
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
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:
Provide a central location for ease of gathering operational reports
Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Motivate others to take responsibility for personal accountability of report findings
Learning to Learn
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Keep abreast with changes to organisational goals and operational requirements
Range of Application
(where applicable)It refers to the critical circumstances and contexts that the skill may be demonstrated.
N/A
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
Skill Solve Problems and Make Decisions at Supervisory Level
Skill Description
This skill describes the ability to acquire the skills to work with a team of subordinates in practising problem-solving and decision-making. It also includes anticipating and identifying potential problems, facilitating team’s effort to resolve the problems, making appropriate decisions and seeing implementation plans through.
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Types of information to be gathered and analysed to identify and confirm a problem
Characteristics of appropriate problem-solving tools and techniques
Idea generation techniques and their characteristics Types of value and impact to be evaluated for selection of ideas Techniques to manage team conflict in decision-making process Factors affecting the effectiveness of an implementation plan Advantages and disadvantages of the various methods for
gathering feedback from relevant sources Methods used to identify deficiency in the implemented solution
and implementation plan and their characteristicsApplication 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:
Identify symptoms that could lead to potential problems at the workplace using appropriate tools and techniques
Apply logical deduction to anticipate and detect problems at the workplace based on symptoms and relevant information gathered
Analyse relevant information surrounding the perceived problems and identify the exact problem using elimination process, objective reasoning or process questioning
Analyse the root causes of the problems at the workplace using appropriate problem-solving tools and techniques
Develop an implementation plan that addresses the root causes of the problems and consider the impact to self and team at the workplace
Evaluate the effectiveness of the implemented solution and implementation plan by analysing feedback gathered from
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
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:
Select a solution among the shortlisted ones collectively with team members using appropriate evaluative techniques and criteria
Formulate and execute modifications to restore and/or enhance effectiveness of implemented solution and implementation plan
Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Facilitate generation of solutions to solve problems by encouraging creativity among team members
Learning to Learn
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Review the effectiveness of modifications made and analyse learning points and best practices that can be used for future reference
Range of Application
(where applicable)It refers to the critical circumstances and contexts that the skill may be demonstrated.
N/A
Version Control
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
Skill Code BM-BCM-303E-1Skill Category Business Continuity
ManagementSkill Sub-Category(where applicable)
N/A
Skill Conduct Business Continuity Exercise and Test
Skill Description
This skill describes the ability to conduct business continuity exercise and test with a view to document it for management review. It also includes conducting periodic exercise and audit on crisis response and testing of infrastructure and business applications.
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Types of business continuity plan audits Objectives of business continuity plan audit Formal exercise and plan testing documentation requirements
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:
Support the periodic conduct of crisis response, recovery exercise and business continuity audit in consultation with relevant stakeholders to ensure organisational readiness during crisis situations
Participate in organisation's business continuity testing for infrastructure and critical business applications on a regular basis in accordance with business continuity testing plans to ensure organisational readiness during crisis situations
Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to
The ability to:
Document formal exercise and testing to submit for management review and refinement of the business continuity strategies and plans
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
organisational goals.Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Communicate objectives of conducting business continuity exercise and test to garner support and participation from organisation members
Learning to Learn
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Engage in self-reflection to identify own areas for improvement in the conduct of business continuity exercise and test
Improve own capability in conducting business continuity exercise and test by subscribing to diverse learning channels and participating in review platforms with peers and supervisors to enhance workplace performance
Range of Application
(where applicable)It refers to the critical circumstances and contexts that the skill may be demonstrated.
N/A
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
This skill describes the ability to analyse service performance standards and assess service performance outcomes. It also includes the ability to propose actions to improve service performance standards and monitor the effectiveness of actions taken.
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Service performance analysis Methods of data collection and data analysis Organisational critical situation escalation procedures Organisational service performance standards Guest/customer satisfaction index Parameters for identifying trends in guest/customer satisfaction Significance of evaluating guest and customer satisfaction level
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:
Analyse service performance standards Assess service performance outcomes Propose actions to improve service performance standards Monitor effectiveness of actions taken to improve service
performance standards
Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to
N/A
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
Skill Manage Guests/Customers’ Concerns and Feedback
Skill Description
This skill describes the ability to determine staff performance in handling guests/customers’ concerns and feedback. It also includes managing the escalation of those concerns and feedback and evaluating the processes to handle them.
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Guidelines on monitoring and documenting staff performance in handling guests/customers’ concerns and feedback
Corrective actions to address deviations in handling guests/customers’ concerns and feedback
Guidelines on assigning right persons to handle guests/customers’ concerns and feedback
Guidelines on proposing improvements to organisational policies
Objectives of improvement plans
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:
Determine staff performance in handling guests/customers’ concerns and feedback
Manage escalation of guests/customers’ concerns and feedback Evaluate process to handle guests/customers’ concerns and
feedback
Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are
The ability to:
Create easy-to-use platforms for guests/customers to convey concerns and feedback
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
Skill Manage Sustainable Operations Using Green Initiatives
Skill Description
This skill describes the ability to assess the organisation’s current operations for sustainable practices, and identify strategies to integrate sustainability programmes. It also includes aligning organisational policies, processes and procedures to meet sustainable strategies and monitoring the implementation of sustainable strategies.
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Key trends and drivers of strategic directions that influence organisational sustainability programmes
Organisation’s strategic directions in existing sustainability programs
Basic sustainability guidelines, and common benchmarking criteria, for developing sustainable operations using Green Initiatives
Organisation's products and services that meet industry sustainability guidelines
Strategies on adopting sustainability guidelines Guidelines on implementation, evaluation and monitoring of
sustainability programmes
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:
Assess organisation’s current operations for sustainability practices
Identify strategies to integrate sustainability programmes Align organisational policies, processes and procedures to meet
sustainability strategies Monitor implementation of sustainability strategies
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
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:
Form a group of advocates to drive and communicate strategies to stakeholders
Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Engage colleagues in regular dialogues on industry sustainability practices to promote individual participation
Learning to Learn
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Reflect on the effectiveness of adopting alternative methodologies for the management of sustainable operations using green initiatives
Range of Application(where applicable)It refers to the critical circumstances and contexts that the skill may be demonstrated.
N/A
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
Skill Monitor Housekeeping Operations in Rooms, Laundry and Public Area
Skill Description
This skill describes the ability to prepare and manage housekeeping operations in rooms, laundry and public areas. It also includes responding to concerns and feedback from guests and residents and implementing changes.
Knowledge and AnalysisIt refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Property Management System (PMS) Guidelines for conducting staff briefings Resource planning for housekeeping and laundry operations Guidelines for maintaining safe work areas, in accordance with
the Workplace Safety and Health Act Methods of monitoring delivery of housekeeping and laundry
operations and staff interactions with guests and residents Methods of monitoring progress in achieving operational targets
and service standards Compensation policies for handling service breakdowns Techniques of root cause analysis Strategies for service recovery
Application and AdaptationIt 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:
Prepare to manage housekeeping operations in rooms, laundry and public areas
Manage housekeeping operations in rooms, laundry and public areas
Respond to concerns and feedback from guests and residents Review housekeeping operations in rooms, laundry and public
areas Implement changes to housekeeping operations in rooms,
laundry and public areas
Innovation and Value Creation
It refers to the ability to generate purposive ideas to
N/A
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
This skill describes the ability to define and meet information needs. It also includes searching for online information securely using appropriate search engines and social media applications and evaluating and creating online information by applying appropriate considerations and practices.
Knowledge and Analysis
The ability to understand:
Concepts of information Concepts relating to online information Concepts relating to the use of search engines Concepts relating to the use of social media applications Concepts relating to organisation of online information Concepts relating to creation of online information
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:
Search for online information to meet information requirements using appropriate search techniques for search engines and social media applications
Evaluate online information obtained against information requirements by applying a set of evaluation criteria
Organise online information to meet information requirements by applying appropriate considerations
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.Innovation and Value Creation
The ability to:
Create online information for delivery by applying appropriate considerationsIt refers to the ability
to generate purposive ideas to improve work performance and/or enhance business
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
Skill Code SVCF-IR-301E-1Skill Category Information and
ResultsSkill Sub-Category(where applicable)
N/A
Skill Acquire Industry Knowledge
Skill Description
This skill describes the ability to analyse the impact of internal and external trends on the organisation. This also includes gathering relevant information and monitoring trends relevant to the industry in which the organisation operates in.
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Types of information relevant to the industry in which the organisation operates in
Role of trade bodies and government agencies relevant to the industry in which the organisation operates in
Industry and sector in which the organisation operates i Internal and external trends in the industry and sector Methods to analyse impact of internal and external trends on the
industry in which the organisation operates in Types of networks relevant to the organisation’s industry
Application and Adaptation
The ability to:
Gather information relating to the industry in which the organisation operates
Monitor internal and external trends relevant to the industry in which the organisation operates in
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.Innovation and Value Creation
The ability to:
Analyse internal and external trends and understand their impact on the organisationIt refers to the ability
to generate purposive ideas to improve work performance and/or enhance business values that are aligned to
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
organisational goals.Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Communicate relevant trends to colleagues to enable better understanding of the industry in which the organisation operates in
Learning to Learn
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Stay updated with industry trends by subscribing to industry journals or participating in industry network events
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
Types of information relevant to the organisation’s industry must include:
New and emerging technologies Service operations processes Service-related trends Legislation Safety Market intelligence Employment Professional development
Role of trade bodies and government agencies relevant to the industry in which the organisation operates in must include:
Improving organisation’s competitiveness and profitability Representing the organisation’s interest at all levels of the
legislative and regulatory process Supplying information and providing advice to the organisation Promoting market opportunities Promoting innovation and technology transfer Offering commercial benefits
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
Skill Contribute to Innovation Process within Own Scope of Work in Business Unit
Skill Description
This skills describes the ability to identify opportunities for innovation and improved work practices within own scope of work. It also includes collaborating with stakeholders, pilot testing of ideas and supporting implementation of innovation initiatives.
Knowledge and AnalysisIt refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Broad concepts of innovation Steps in innovation process Behaviours that support innovation Individual role in contributing to innovation culture
Application and AdaptationIt 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:
Present ideas to relevant stakeholders for feedback to improve ideas and develop possible variations
Assist in pilot testing and prototyping to determine effectiveness of innovation initiatives within a business unit
Support implementation of innovation initiatives in a business unit in accordance with innovation strategies to meet organisational requirements
Innovation and Value CreationIt 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:
Analyse work systems and processes to identify opportunities for innovation and improved work practices within own scope of work
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
Social Intelligence and EthicsIt refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Demonstrate empathy and appreciation of others' views and issues when working on innovation initiatives to maintain positive working relationships
Learning to LearnIt refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Collaborate with others to identify, discuss and develop effective ways of working
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
N/A
Version Control
Version Date Changes Made Edited by
BM-IM-301E-1 1-Sep-16 Initial Version WDA and STB
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
This skill describes the ability to apply service innovation to enhance the organisation’s service value chain. It also includes leveraging on opportunities that are available for a service staff to generate ideas that contribute to service innovation.
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Importance of service innovation Types of service innovation Methods to generate potential service innovation ideas Methods to evaluate potential service innovation ideas Types of mock-ups of service innovation ideas Process of presenting mock-ups Types of stakeholder decisions and follow-up actions
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:
Generate service innovation ideas that may transform the customer experience
Document ideas in accordance with organisational procedures
Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are
The ability to:
Evaluate service innovation ideas in accordance with evaluation criteria
Refine ideas taking into account stakeholders’ inputs
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
aligned to organisational goals.Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Present mock ups of service innovation ideas to stakeholders
Learning to Learn
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Examine own performance in contributing to service innovation in the organisation
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
Service innovation may be defined as changes in the product or service offering that is aimed at transforming the customer’s experience.
Types of service innovation must include: Product People Place Process
Customer experience is the sum of all experiences a customer has with an organisation and its product or service. A positive customer experience makes the customer feel happy, satisfied, justified, valued, served and cared for throughout their relationship with the organisation. The ability to deliver a positive customer experience enhances customer loyalty and retention.
Version Control
Version Date Changes Made Edited by
SVCF-SI-101C-1 1-Sep-16 Initial Version WDA and STB
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
This skill describes the ability to lead team planning activities to develop operational plans to achieve team objectives. It also includes building team support and commitment towards the defined objectives and demonstrating leadership and organisational values through one's actions.
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
The relationship between high level organisational strategy and the development and implementation of team plans and processes
Organisational policies and procedures relating to leading team planning activities
Trends and issues impacting on team and its productivity Organisational code of practice relating to expected behaviours
that may be used to demonstrate values Relevant professional or industry codes of practice and
standards guiding the definition of values and behaviours
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:
Review organisational objectives and business plans to identify team objectives
Identify trends and issues impacting on team and its productivity to guide team planning
Create team operational plan to support team progress toward defined objectives
Allocate resources required for implementation of the operational plan to achieve team objectives
Model leadership and behaviours to demonstrate application of organisational values, behaviours and governance priorities in all actions
Innovation and Value Creation
It refers to the ability to generate purposive ideas to
The ability to:
Evaluate progress of team plans and make adjustments to meet team objectives
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
improve work performance and/or enhance business values that are aligned to organisational goals.Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Communicate organisational vision, values, expectations, team goals and plans to garner team members’ buy-in and contribution to the operationalisation of the team strategic priorities to ensure harmonious working relationships
Assess emotional states of team members and respond appropriately to emotional cues when leading a team to ensure individual needs are addressed
Learning to Learn
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Engage in regular self-reflection to identify own areas for improvement in leading team planning
Improve own team planning skills by subscribing to diverse learning channels and participating in peer review platforms to enhance workplace performance
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
N/A
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
This skill describes the ability to demonstrate the characteristics of a role model and promoting a customer-centric culture within the team to achieve service excellence. It also includes encouraging a team in service delivery and monitoring the performance of the team and oneself.
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Characteristics of a role model Organisation’s vision, mission and values Methods to demonstrate the organisation’s vision, mission and
values Methods to encourage team to deliver service Methods to promote a customer centric culture Methods to monitor performance of self and team
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:
Demonstrate the characteristics of a role model that reflect the organisation's vision, mission and values
Promote a customer-centric culture within the service environment to achieve service excellence
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.
N/A
Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Encourage team to deliver service in accordance with organisation guidelines
Learning to Learn
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Monitor performance of self and team to ensure consistency with the organisation’s guidelines through customer feedback
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
A role model sets an example for others by walking the talk and acting in ways that are consistent with organisational vision, goals and objectives. This must include:
Performing tasks at all levels of the team structure Employing effective communication techniques Displaying the qualities and characteristics of a service
professional
A customer-centric culture is one where there is strong desire for teams to provide value-added, positive consumer experience that leads to sustained competitive advantage in both the short-term and long-term for organisational success.
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
This skill describes the ability to coach individuals for service performance. It also includes using coaching techniques to close service gaps and monitoring the progress of individuals for improvements in service performance.
Knowledge and AnalysisIt refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Characteristics and roles of a coach in coaching for service performance
Components of a coaching plan Methods to identify areas of improvement Techniques for coaching Barriers to learning Techniques for monitoring individuals for improvements in
service performance Methods to provide feedback to individuals on service
performance
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:
Review feedback on individuals’ work performance to identify root causes of performance gaps
Prepare coaching plan for individuals taking into account barriers to learning
Use coaching techniques to address service performance issues
Monitor progress of individuals for improvements in service performance through customer feedback
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.
N/A
Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
N/A
Learning to Learn
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Reflect on own coaching style to review the suitability and effectiveness in coaching individuals
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
A coaching plan is used to guide and manage coaching delivery to ensure that coaching objectives are met. The coaching plan must outline:
Objectives of coaching, which should include areas for development for the individuals
Roles and responsibilities of the coach and the individuals Areas of development for the individuals Coaching techniques and styles Key milestones Methods to monitor progress Providing feedback
Version Control
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
Skill Cultivate Workplace Relationships and Diversity
Skill Description
This skill describes the ability to cultivate collaborative and productive relationships at the workplace to support organisational priorities. It includes building workplace relationships, promoting organisational diversity through systems and processes and managing of conflicts.
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Legal and ethical considerations relating to participation in internal and external networking opportunities, conflict management and workplace diversity
Organisational policies and procedures relating to business networking, organisational diversity and conflict management
Relevant professional or industry codes of practice and standards relating to business networking
Implications and impact of networking and collaboration opportunities on employees and the organisation
Relevant local, regional and international networks Common barriers to developing a diverse and cooperative
workplace Workforce characteristics and trends
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: Establish working relationships with network members to
improve knowledge sharing and networking opportunities Pursue collaborative opportunities to support beneficial
outcomes Facilitate information exchange among network members to
support organisational and team priorities Develop and monitor the implementation of systems and
processes to support organisational diversity strategies Identify sources of conflict and negotiate issues to reach
mutually acceptable outcomesInnovation and Value Creation
It refers to the ability to generate purposive ideas to improve work
The ability to:
Review the effectiveness of the conflict resolution strategies and take action to prevent the recurrence of conflict
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
performance and/or enhance business values that are aligned to organisational goals.Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Adjust interpersonal style and respond appropriately to emotional cues when interacting with others to meet the requirements of the social and cultural business context
Learning to Learn
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Keep abreast of organisational diversity management systems and processes by subscribing to diverse learning channels to enhance own knowledge for workplace application
Range of Application
(where applicable)It refers to the critical circumstances and contexts that the skill may be demonstrated.
N/A
Version Control
Version Date Changes Made Edited by
LPM-RLT-401C-0 1-Sep-16 Initial Version WDA and STB
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
This skill describes the ability to manage a diverse service environment. It also includes promoting inclusiveness, building team cohesion and managing diversity challenges and opportunities that may have implications on service delivery.
Knowledge and The ability to understand:
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
Types of diversity markers and their implications at work Strategies to build team cohesion to achieve organisational
service excellence Methods to assess diversity challenges and opportunities Methods to manage diversity challenges and opportunities in
the service environment
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:
Incorporate team building activities into work schedules to build an inclusive work environment
Build team cohesion to achieve organisational service excellence
Manage diversity challenges and opportunities that have implications on service delivery
Innovation and Value Creation
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:
Translate diversity challenges into opportunities to foster team cohesion and enhance service delivery
Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional
The ability to:
Conduct sharing sessions to build awareness of diversity among team members
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Enhance one’s handling of team diversity by keeping abreast of team diversity issues through feedback channels and by observing employee interactions
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
Inclusiveness may be defined as showing respect for people from diverse backgrounds. An inclusive environment is one that creates a sense of belonging and encourages and supports its members with positive and specific feedback.
Diversity in the workplace refers to the presence of people from a wide range of backgrounds and possessing different traits.
Strategies to build team cohesion to achieve organisational service excellence must include: Assigning roles, duties and responsibilities among team
members to achieve common goals and objectives Specifying the importance of working towards common goals Ensuring understanding of organisation’s vision, mission and
values among team members Building relationships with team members Building and maintaining trust, respect and rapport with team,
which must include:o Supporting mutual concern and camaraderie
Affirming respect for individual behaviours and differenceso Facilitating team building activities to develop a strong team
identifyo Arranging for job rotation for team members to better
appreciate others’ work processo Encouraging mutual acceptance among team memberso Fostering a culture of transparency in the organisation to
encourage openness to share among team members
Version Control
Version Date Changes Made Edited by
SVCF-PP-302C-1 1-Sep-16 Initial Version WDA and STB
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
Skill Code HAS-DEV-5002-1.1Skill Category People Management
Skill Sub-Category(where applicable)
N/A
Skill Conduct Staff Performance Assessment Process
Skill DescriptionThis skill describes the ability to prepare and conduct performance appraisals, develop personal development plans and manage performance outcomes.
Knowledge and AnalysisIt refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Procedures for reviewing staff performance against staff development plans and performance evidencesGuidelines for communicating performance review results with staff
Analyses of feedback from relevant stakeholders Performance gaps and the advantages of addressing them Significance of proposing improvements to performance Usage and review of performance appraisal tools Compliance with code of ethics when conducting staff
performance appraisals Guidelines for, and importance of, setting goals and milestones
for career development Ways to reward staff effectively Guidelines for corrective actions against poor performing staff
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
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:
Review staff performance criteria against performance evidences, in accordance with organisational guidelines
Analyse feedback gathered to determine if relevant performance criteria are met and make assessment decisions in accordance with organisational guidelines
Use performance appraisal tools to conduct performance appraisals, in accordance with organisational guidelines
Link staff performance to staff development plans, in accordance with organisational guidelines
Communicate performance achievements and gaps to staff, in accordance with organisational guidelines
Develop personal development plans to set goals and milestones for career development, in accordance with organisational guidelines
Manage performance outcomes to provide rewards, take corrective actions against poor performance or address performance gaps, in accordance with organisational guidelines
Innovation and Value Creation
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:
Propose improvements to identified performance gaps, in accordance with organisational guidelines
Provide feedback to encourage staff development, in accordance with organisational guidelines
Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Comply with code of ethics when conducting staff performance appraisals and assessment decisions, in accordance with organisational guidelines
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Engage in self-reflection to review effectiveness of processes for conducting staff performance assessment
Update own learning in staff performance assessment processes by subscribing to diverse learning channels and gathering feedback from relevant stakeholders
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
N/A
Version Control
Version Date Changes Made Edited by
HAS-DEV-5002-1.1 1-Sep-16 Initial Version WDA and STB
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
Skill Display Critical Thinking and Analytical Skills
Skill Description
This skill describes the ability to apply critical thinking and analytical skills for problem-solving. It also includes challenging and rethinking ideas, analysing business issues to put forth recommendations to stakeholders and enhancing creative thinking among team members.
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Methods to apply logical inquiry to issues Barriers to creativity Ways in which people may contribute to the critical thinking and
analysis process
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:
Analyse business issues through the use of critical-thinking to make recommendations to relevant stakeholders
Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are
The ability to:
Challenge and rethink ideas and provide insights to relevant stakeholders for continuous business improvement
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
aligned to organisational goals.Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Make recommendations that are attuned to the needs of relevant stakeholders and aligned to organisational objectives by exercising empathy and organisational awareness to close the gaps
Learning to Learn
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Develop a critical thinking mind-set when dealing with business issues to improve the organisation’s business practices
Demonstrate problem-solving skills within own scope of work to improve productivity and own work performance
Enhance creative thinking skills among team members to foster innovation and improve organisational performance
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
Methods to apply logical inquiry to issues must include:
Understand and identify relevant objectives and issues Formulate and raise key questions in a clear and concise
manner Gather and assess relevant information pertaining to business
situation Use abstract ideas and interpret them appropriately Recognise and assess implications and practical consequences
Version Control
Version Date Changes Made Edited by
BM-SPI-304E-1 1-Sep-16 Initial Version WDA and STB
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
Skill Description This skill describes the ability to plan, implement and comply with loss/risk preventive policies and procedures. It also includes the
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
ability to review the effectiveness of loss/risk preventive policies and procedures.Knowledge and
Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Loss/risk preventive policies and procedures National Environment Authority (NEA) regulations and
guidelines Guidelines for receiving and storing products Empowerment in delegation of responsibilities for loss/risk
prevention
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:
Plan loss/risk preventive policies and procedures Implement loss/risk preventive policies and procedures Comply with loss/risk preventive policies and procedures Review effectiveness of loss/risk preventive policies and
procedures
Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.
N/A
Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and
The ability to:
Influence others to be vigilant to safeguard privacy and security of property and guest/customers/residents
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
Skill DescriptionThis skill describes the ability to confirm areas for process improvement. It also includes the ability to implement, monitor and finalise process improvement change.
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Guidelines for confirming areas for process improvement Guidelines for determining well-defined process improvement
objectives Guidelines for developing action plans for implementing process
improvement change Guidelines for checking effectiveness of process improvement
change Policy and procedures on developing plan for implementing
process improvement change Methods of data analysis Guidelines for integrating new recommendations in process
improvement plan Steps in obtaining approval from process stakeholders
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:
Confirm areas for process improvement Implement process improvement change Monitor process improvement change Finalise process improvement change
Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or
N/A
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
This skill describes the ability to manage resources, along with the use of organisational guidelines to manage service operations. It also includes implementing service operations to achieve service excellence, resolving performance issues and monitoring feedback from customers.
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Types of resources required by the organisation for service operations
Organisation’s guidelines to support service operations Methods to implement guidelines for service operations Types of performance issues related to service operations Process of resolving performance issues Sources of feedback on service operations Process of monitoring feedback on service operations
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:
Identify resource requirements required at various points of the organisation’s service value chain
Ensure adequacy of resources for implementation of service operations plan
Re-deploy resources to cater to high volume traffic Review service performance issues to determine root causes
and likely impact on customer Implement solutions to resolve performance issues Monitor feedback from customers and team on service
operationsInnovation and Value Creation
The ability to:
Review resource requirements to optimise resource allocation Evaluate solutions to resolve performance issuesIt refers to the ability
to generate purposive ideas to improve work performance and/or
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
enhance business values that are aligned to organisational goals.Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Brief service team on their role in implementation of service operations plan
Learning to Learn
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Keep abreast of trends in resource allocation to ascertain viability of new methods to the organisation
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
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.
Sources of a service value chain must include: Service blueprint Customer journey map
A service operations plan is an organisational roadmap that charts out the key organisational functions and resources which are required in order to meet, or exceed, customer expectations. It must include: Preparation for service operations Execution of service operations to customer Organisation guidelines to support service operations On-going monitoring for adherence to organisation’s service
standards
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
This skill describes the ability to execute business processes in alignment to organisational policies, practices and procedures. It also includes identifying own job role in relation to operational plans and reporting progress to stakeholders for review.
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Linkage between business processes and organisational policies, practices and procedures
Purposes of key performance indicators within the organisation Performance systems and processes in the organisation
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:
Identify business processes for execution to align with organisational policies, practices and procedures
Identify and assess own job scope, roles and responsibilities to support relevant strategic and operational plans
Identify and carry out actions and behaviours to support organisational vision, mission and values
Monitor and report status progress to relevant stakeholders for review
Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are
The ability to:
Review business processes to identify areas for improvement
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
aligned to organisational goals.Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Cultivate a broad personal network that incorporates colleagues, professionals and business contacts to achieve workplace support and co-cooperativeness to fulfil own job role
Learning to Learn
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Engage in self-reflection to identify areas for improvement in own job role performance
Improve on own job role performance by subscribing to diverse learning channels and participating in review platforms with peers and supervisors
Range ofApplication
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
N/A
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR
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.