· web viewthe assistant housekeeper/assistant manager (housekeeping) is conversant in all...

SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR

ASSISTANT HOUSEKEEPER/ASSISTANT MANAGER (HOUSEKEEPING)

Occupation: Assistant Housekeeper/Assistant Manager (Housekeeping)

Occupation Description:

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.

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

1



The skills expected of the Assistant Housekeeper/Assistant Manager (Housekeeping) are summarised as below:

Skill Category Skill

Analytical, Conceptual and

Evaluative

1. Foster Initiative and Enterprise in Teams2. Read and Interpret Operational Reports3. Solve Problems and Make Decisions at Supervisory Level

Business Continuity

Management

4. Conduct Business Continuity Exercise and Test

Customer Experience

5. Manage Guest/Customer Experience6. Manage Guests/Customers’ Concerns and Feedback

Environmental Sustainability

7. Manage Sustainable Operations Using Green Initiatives

Housekeeping Operations

8. Monitor Housekeeping Operations in Rooms, Laundry and Public Area

Infocomm Technology

9. Manage Online Information

Information and Results

10. Acquire Industry Knowledge

Innovation

11. Contribute to Innovation Process within Own Scope of Work in Business Unit

12. Engage in Service Innovation Initiatives

Leadership

13. Lead Team to Develop Operational Plan14. Role Model the Service Vision

2



People and Relationship Management

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.

3



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:

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

4



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:

Lead and motivate team to initiate actions, ideas and suggestions to improve workplace or business performance

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:

Enhance own creative skills and behaviour by identifying key opportunities for continuous improvement

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

ES-ACE-301G-1 1-Sep-16 Initial Version WDA and STB

5



Skill Code HAS-ACE-4001-1.1Skill Category



Skill Read and Interpret Operational Reports

Skill Description

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.




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



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

6



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:

Provide a central location for ease of gathering operational reports

Social Intelligence and Ethics


The ability to:

Motivate others to take responsibility for personal accountability of report findings

Learning to Learn


The ability to:

Keep abreast with changes to organisational goals and operational requirements



N/A

7



Version Control


HAS-ACE-4001-1.1 1-Sep-16 Initial Version WDA and STB

8



Skill Code ES-ACE-302G-1Skill Category



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.




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


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

9



relevant sourcesInnovation and Value Creation


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



The ability to:

Facilitate generation of solutions to solve problems by encouraging creativity among team members

Learning to Learn


The ability to:

Review the effectiveness of modifications made and analyse learning points and best practices that can be used for future reference



N/A

Version Control

10




ES-ACE-302G-1 1-Sep-16 Initial Version WDA and STB

11



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.




Types of business continuity plan audits Objectives of business continuity plan audit Formal exercise and plan testing documentation requirements



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



The ability to:

Document formal exercise and testing to submit for management review and refinement of the business continuity strategies and plans

12





The ability to:

Communicate objectives of conducting business continuity exercise and test to garner support and participation from organisation members

Learning to Learn


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



N/A

13



Version Control


BM-BCM-303E-1 1-Sep-16 Initial Version WDA and STB

14



Skill Code HAS-CEX-5002-1.1Skill Category Customer

ExperienceSkill Sub-Category(where applicable)

N/A

Skill Manage Guest/Customer Experience

Skill Description

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.




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



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



N/A

15





The ability to:

Communicate with colleagues outcome of proposed service performance actions to improve guest/customer satisfaction level

Learning to Learn


The ability to:

Update own learning to examine effectiveness of alternative corrective actions taken to improve service performance standard



N/A

Version Control


HAS-CEX-5002-1.1 1-Sep-16 Initial Version WDA and STB

16



Skill Code HAS-CEX-4001-1.1Skill Category Customer Experience

Skill Sub-Category(where applicable)

N/A

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.




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



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


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

17



aligned to organisational goals.Social Intelligence and Ethics


The ability to:

Seek dialogue with guests/customers to clarify concerns and feedback

Learning to Learn


The ability to:

Self-reflect on effectiveness of offering alternative solution to manage guests/customers’ concerns and feedback



N/A

18



Version Control


HAS-CEX-4001-1.1 1-Sep-16 Initial Version WDA and STB

19



Skill Code HAS-ENV-6001-1.1Skill Category Environmental

SustainabilitySkill Sub-Category(where applicable)

N/A

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.




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



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

20





The ability to:

Form a group of advocates to drive and communicate strategies to stakeholders



The ability to:

Engage colleagues in regular dialogues on industry sustainability practices to promote individual participation

Learning to Learn


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

21



Version Control


HAS-ENV-6001-1.1 1-Sep-16 Initial Version WDA and STB

22



Skill Code HAS-HKO-4001-1.1Skill Category Housekeeping

OperationsSkill Sub-Category(where applicable)

N/A

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.


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


It refers to the ability to generate purposive ideas to

N/A

23



improve work performance and/or enhance business values that are aligned to organisational goals.Social Intelligence and Ethics


The ability to:

Demonstrate fairness in decision-making when managing housekeeping operations

Learning to Learn


The ability to:

Keep updated of changes to property status to manage housekeeping operations in rooms, laundry and public areas


(where applicable)

It refers to the critical circumstances and contexts that the skill may be demonstrated.

N/A

24



Version Control


HAS-HKO-4001-1.1 1-Sep-16 Initial Version WDA and STB

25



Skill Code ES-FSI-308G-1Skill Category Infocomm

TechnologySkill Sub-Category(where applicable)

N/A

Skill Manage Online Information

Skill Description

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.



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

26



values that are aligned to organisational goals.Social Intelligence and Ethics


The ability to:

Record and acknowledge sources of information Seek permission for use of online information

Learning to Learn


The ability to:

Review and check information content before publication


(where applicable)


N/A

Version Control


ES-FSI-308G-1 1-Sep-16 Initial Version WDA and STB

27



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.




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


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

28





The ability to:

Communicate relevant trends to colleagues to enable better understanding of the industry in which the organisation operates in

Learning to Learn


The ability to:

Stay updated with industry trends by subscribing to industry journals or participating in industry network events


(where applicable)


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

29



Promoting collaboration between organisations Promoting networking opportunities

Version Control


SVCF-IR-301E-1 1-Sep-16 Initial Version WDA and STB

30



Skill Code BM-IM-301E-1Skill Category Innovation


N/A

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.



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

31



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


(where applicable)


N/A

Version Control


BM-IM-301E-1 1-Sep-16 Initial Version WDA and STB

32



Skill Code SVCF-SI-101C-1Skill Category Innovation


N/A

Skill Engage in Service Innovation Initiatives

Skill Description

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.




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



The ability to:

Generate service innovation ideas that may transform the customer experience

Document ideas in accordance with organisational procedures



The ability to:

Evaluate service innovation ideas in accordance with evaluation criteria

Refine ideas taking into account stakeholders’ inputs

33





The ability to:

Present mock ups of service innovation ideas to stakeholders

Learning to Learn


The ability to:

Examine own performance in contributing to service innovation in the organisation


(where applicable)


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


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

34



Skill Code LPM-VIS-301C-0Skill Category Leadership


N/A

Skill Lead Team to Develop Operational Plan

Skill Description

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.




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



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


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

35



improve work performance and/or enhance business values that are aligned to organisational goals.Social Intelligence and 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


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


(where applicable)


N/A

36



Version Control


LPM-VIS-301C-0 1-Sep-16 Initial Version WDA and STB

37



Skill Code SVCF-LS-301C-1Skill Category Leadership


N/A

Skill Role Model the Service Vision

Skill Description

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.




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



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

38





N/A



The ability to:

Encourage team to deliver service in accordance with organisation guidelines

Learning to Learn


The ability to:

Monitor performance of self and team to ensure consistency with the organisation’s guidelines through customer feedback


(where applicable)


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.

39



Version Control


SVCF-LS-301C-1 1-Sep-16 Initial Version WDA and STB

40



Skill Code SVCF-PP-301C-1Skill Category



Skill Coach for Service Performance

Skill Description

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.



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



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

41





N/A



N/A

Learning to Learn


The ability to:

Reflect on own coaching style to review the suitability and effectiveness in coaching individuals


(where applicable)


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

42




SVCF-PP-301C-1 1-Sep-16 Initial Version WDA and STB

Skill Code LPM-RLT-401C-0 Skill Category People and

43



Relationship Management


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.




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



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

44



performance and/or enhance business values that are aligned to organisational goals.Social Intelligence and 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


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



N/A

Version Control


LPM-RLT-401C-0 1-Sep-16 Initial Version WDA and STB

45



Skill Code SVCF-PP-302C-1Skill Category



Skill Manage a Diverse Service Environment

Skill Description

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:

46



Analysis


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



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



The ability to:

Translate diversity challenges into opportunities to foster team cohesion and enhance service delivery


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

47



codes of ethics.Learning to Learn


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


(where applicable)


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


SVCF-PP-302C-1 1-Sep-16 Initial Version WDA and STB

48



Skill Code HAS-DEV-5002-1.1Skill Category People Management


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.



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

49





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



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



The ability to:

Comply with code of ethics when conducting staff performance appraisals and assessment decisions, in accordance with organisational guidelines

50



Learning to Learn


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


(where applicable)


N/A

Version Control


HAS-DEV-5002-1.1 1-Sep-16 Initial Version WDA and STB

51



Skill Code BM-SPI-304E-1Skill Category Planning and

ImplementationSkill Sub-Category(where applicable)

N/A

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.




Methods to apply logical inquiry to issues Barriers to creativity Ways in which people may contribute to the critical thinking and

analysis process



The ability to:

Analyse business issues through the use of critical-thinking to make recommendations to relevant stakeholders



The ability to:

Challenge and rethink ideas and provide insights to relevant stakeholders for continuous business improvement

52





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


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


(where applicable)


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


BM-SPI-304E-1 1-Sep-16 Initial Version WDA and STB

53



Skill Code HAS-PNI-4002-1.1Skill Category Planning and


N/A

Skill Implement Loss/Risk Prevention

Skill Description This skill describes the ability to plan, implement and comply with loss/risk preventive policies and procedures. It also includes the

54



ability to review the effectiveness of loss/risk preventive policies and procedures.Knowledge and

Analysis



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



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



N/A


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

55



diversity management guided by professional codes of ethics.Learning to Learn


The ability to:

Reflect on implementation of alternative measures for loss/risk prevention


(where applicable)


N/A

Version Control


HAS-PNI-4002-1.1 1-Sep-16 Initial Version WDA and STB

56



Skill Code HAS-PNI-3001-1.1Skill Category Planning and


N/A

Skill Implement Process Improvement Change

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.




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



The ability to:

Confirm areas for process improvement Implement process improvement change Monitor process improvement change Finalise process improvement change


It refers to the ability to generate purposive ideas to improve work performance and/or

N/A

57



enhance business values that are aligned to organisational goals.Social Intelligence and Ethics


The ability to:

Communicate with stakeholders to establish concerns in implementation of process improvement change

Learning to Learn


The ability to:

Examine own role and performance between achieved outcomes and objectives of organisation


(where applicable)


Types of legal requirements includes:

Workplace Safety and Health Act Innkeepers’ Act Hotels Licensing Regulations Consumer Protection (Fair Trading Act) Factory Act

58



Version Control


HAS-PNI-3001-1.1 1-Sep-16 Initial Version WDA and STB

59



Skill Code SVCF-PL-301C-1Skill Category Planning and


N/A

Skill Manage Operations for Service Excellence

Skill Description

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.




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



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

60



enhance business values that are aligned to organisational goals.Social Intelligence and Ethics


The ability to:

Brief service team on their role in implementation of service operations plan

Learning to Learn


The ability to:

Keep abreast of trends in resource allocation to ascertain viability of new methods to the organisation


(where applicable)


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

61



Version Control


SVCF-PL-301C-1 1-Sep-16 Initial Version WDA and STB

62



Skill Code BM-SPI-301E-1Skill Category Planning and


N/A

Skill Support Strategic and Operational Plans

Skill Description

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.




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



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



The ability to:

Review business processes to identify areas for improvement

63





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


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)


N/A

64



Version Control


BM-SPI-301E-1 1-Sep-16 Initial Version WDA and STB

65

SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR


66

SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR


Definitions of the Five (5) Domains

Domain Definition


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


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


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


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

Learning to Learn

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

67

· web viewthe assistant housekeeper/assistant manager (housekeeping) is conversant in all...

Documents