The team member from the call centre supervises the switchboard services and related call services.

Transcription

1 Occupation: Front Office Executive(Supervisor)/Guest Relation(s) Executive(Supervisor)/Guest Service(s) Executive(Supervisor)/ Call Centre Executive(Supervisor) Occupation Description: The Front Office Executive(Supervisor)/Guest Relation(s) Executive(Supervisor)/Guest Service(s) Executive(Supervisor)/Call Centre Executive(Supervisor) works under leadership and managerial roles of front office to manage all aspects of the front office or call centre functions, in accordance with the property s service standards. He/She must be a friendly and outgoing individual and possess excellent communication and problem-solving skills. A competent working knowledge of the property management system is advantageous. He/She performs tasks such as welcoming and escorting guests/customers, addressing and rectifying guests/customers concerns and complaints, monitoring cleanliness and sanitation of assigned work areas and providing information on the property's amenities and services. He/She briefs all departments on guests/customers' requirements and generates daily operations reports and pertinent guest/customer statistics. He/She also performs office duties such as coordinating with other departments, keeping records of staff work schedules and cash accounting for the front desk. The team member from the call centre supervises the switchboard services and related call services. The Front Office Executive(Supervisor)/Guest Relation(s) Executive(Supervisor)/Guest Service(s) Executive(Supervisor)/Call Centre Executive(Supervisor) is also required to mentor, guide and provide coaching support to the junior team members. In the absence of the Front Office Manager and other Senior Managers, he/she is responsible for the smooth operations of the front office. 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

2 The skills expected of the Front Office Executive(Supervisor)/Guest Relation(s) Executive(Supervisor)/Guest Service(s) Executive(Supervisor)/Call Centre Executive(Supervisor)are summarised as below: Skill Category Skill Analytical, Conceptual and Evaluative 1. Read and Interpret Operational Reports 2. Solve Problems and Make Decisions at Supervisory Level Customer Experience 3. Establish Relationships for Customer Confidence 4. Manage Guests/Customers Concerns and Feedback Environmental Sustainability 5. Implement Sustainable Operations Using Green Initiatives Front Office Operations and Services 6. Supervise Front Office Operations 7. Supervise One-Stop Services 8. Supervise Switchboard Services Infocomm Technology 9. Perform Online Collaboration Information and Results 10. Acquire Industry Knowledge Innovation 11. Contribute to Innovation Process within own Scope of Work in Business Unit Leadership 12. Lead Team to Develop Operational Plan 13. Role Model the Service Vision 2

3 People and Relationship Management 14. Coach for Service Performance 15. Cultivate Workplace Relationships and Diversity 16. Manage a Diverse Service Environment People Management 17. Develop and Motivate Team Members through Capability Development Personal Management and Development 18. Develop Personal Effectiveness at Supervisory Level Planning and Implementation 19. Assign Work 20. Display Critical Thinking and Analytical skills 21. Implement Loss/Risk Prevention 22. Manage Operations for Service Excellence 23. Support Strategic and Operational Plans Workplace Safety and Security 24. Monitor Workplace Safety and Security 3

4 Skill Category Analytical, Conceptual and Evaluative Skill Code HAS-ACE Skill Sub-Category Skill Skill Description Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities. Read and Interpret Operational Reports 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. 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 to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work. 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 4

5 Innovation and Value Creation to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Social Intelligence and Ethics to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Learning to Learn to develop and improve one s self within and outside of one s area of work. Range of Application Provide a central location for ease of gathering operational reports Motivate others to take responsibility for personal accountability of report findings Keep abreast with changes to organisational goals and operational requirements It refers to the critical circumstances and contexts that the skill may be demonstrated. 5

6 Version Control SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES Version Date Changes Made Edited by HAS-ACE Sep-16 Initial Version WDA and STB 6

7 Skill Code ES-ACE-302G-1 Skill Category Skill Sub-Category Analytical, Conceptual and Evaluative Skill Skill Description Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities. Application and Adaptation to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work. Solve Problems and Make Decisions at Supervisory Level 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. 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 characteristics 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 relevant sources 7

8 Innovation and Value Creation to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Social Intelligence and Ethics to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Learning to Learn to develop and improve one s self within and outside of one s area of work. Range of Application 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 Facilitate generation of solutions to solve problems by encouraging creativity among team members Review the effectiveness of modifications made and analyse learning points and best practices that can be used for future reference It refers to the critical circumstances and contexts that the skill may be demonstrated. 8

9 Version Control SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES Version Date Changes Made Edited by ES-ACE-302G-1 1-Sep-16 Initial Version WDA and STB 9

10 Skill Category Customer Experience Skill Code SVCF-CS-301C-1 Skill Sub-Category Skill Skill Description Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities. Establish Relationships for Customer Confidence This skill describes the ability to build customer confidence in the organisation and develop customer relationships that build customer loyalty. It also includes handling service opportunities and escalated service challenges. The ability to understand: Methods to develop knowledge of organisation s product or service offerings Methods to establish customer rapport Types of follow up from customer interactions Types of service opportunities Types of escalated service challenges Methods to respond to service opportunities Methods to respond to escalated service challenges Application and Adaptation to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work. Develop knowledge of organisation s product or service offerings and customer profile Respond to service opportunities to build customers confidence in the organisation Follow up on customer interactions in accordance with the organisation s guidelines 10

11 Innovation and Value Creation to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Social Intelligence and Ethics to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Learning to Learn to develop and improve one s self within and outside of one s area of work. Build customer rapport with customers to increase customer loyalty and confidence in the organisation Propose mutually acceptable solutions to escalated service challenges in accordance with the organisation s service recovery procedures Stay abreast of the organisation s product or service offerings through product launches or brochures to ensure the latest information is provided to customers 11

12 Range of Application It refers to the critical circumstances and contexts that the skill may be demonstrated. Customer rapport refers to the gaining of trust and confidence of customers in the organisation s product or service. Organisations may wish to build rapport with customers to increase customer confidence in their product or service. Customer confidence refers to the trust which customers have in an organisation s product or service. Escalated service challenges are unresolved service challenges escalated by service professionals. Version Control Version Date Changes Made Edited by SVCF-CS-301C-1 1-Sep-16 Initial Version WDA and STB 12

13 Skill Category Customer Experience Skill Code HAS-CEX Skill Sub-Category Skill Skill Description Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities. Application and Adaptation to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work. Manage Guests/Customers Concerns and Feedback 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. 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 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 13

14 Innovation and Value Creation to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Social Intelligence and Ethics to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Learning to Learn to develop and improve one s self within and outside of one s area of work. Range of Application It refers to the critical circumstances and contexts that the skill may be demonstrated. Create easy-to-use platforms for guests/customers to convey concerns and feedback Seek dialogue with guests/customers to clarify concerns and feedback Self-reflect on effectiveness of offering alternative solution to manage guests/customers concerns and feedback 14

15 Version Control SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES Version Date Changes Made Edited by HAS-CEX Sep-16 Initial Version WDA and STB 15

16 Skill Category Environmental Sustainability Skill Code HAS-ENV Skill Sub-Category Skill Skill Description Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities. Implement Sustainable Operations Using Green Initiatives This skill describes the ability to promote understanding and awareness of sustainability programmes. It also includes providing support to the implementation of sustainability strategies, monitoring and reviewing sustainability programmes and activities. The ability to understand: Organisational sustainability strategies, tools and resources Relevant industry sustainability guidelines Principles of effective communication and interpersonal techniques Links between sustainability strategies and other aspects of organisation strategy Impact of changes on sustainable work process improvements Effectiveness of sustainability programme and activities against best practices Application and Adaptation to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work. Promote understanding and awareness of sustainability programmes Provide support to the implementation of sustainability strategies Monitor and review sustainability programmes and activities 16

17 Innovation and Value Creation to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Social Intelligence and Ethics to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Learning to Learn to develop and improve one s self within and outside of one s area of work. Range of Application It refers to the critical circumstances and contexts that the skill may be demonstrated. Demonstrate belief in organisation's sustainability programmes when communicating them to staff Keep abreast of changes to Industry sustainability guidelines Legal and other organisational guidelines must include: 3R Programme for Hotels by National Environmental Agency (NEA) Building and Construction Authority s Green Mark Standard Singapore Service Class Award ISO Quality Management Systems ISO Environmental Management System ISO Event Sustainability Management Systems APEX-ASTM Environmentally Sustainable Meeting Standards Global Reporting Initiative (GRI) Event Organizer Sector Supplement (EOSS) Eco-certification e.g. Singapore Environment Council's Eco-Office 17

18 Version Control SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES Version Date Changes Made Edited by HAS-ENV Sep-16 Initial Version WDA and STB 18

19 Skill Code HAS-FOS Skill Category Skill Sub-Category Front Office Operations and Services Skill Skill Description Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities. Supervise Front Office Operations This skill describes the ability to perform start-of-shift activities, supervise front office operations, and perform end-of-shift activities. It also includes attending to guests/customers arrivals and departures, and handling their concerns and feedback. The ability to understand: Role of supervisor Importance of supervising and performing start-of-shift and end-of-shift activities Guidelines on reviewing property information in property management system (PMS) Strategies for managing property inventory in full-house or near fullhouse situations Guidelines on Workplace Safety and Health Importance of reporting irregularities in operations and discrepancies in property status through appropriate channels Importance of reviewing operational activities, such as staff work assignments, cashier collections and remittance Types of guests/customers' personal particulars required by Hotels Licensing Regulations Principles of effective communication and interpersonal techniques Techniques for coaching Organisation s duty of care to guests/customers Guidelines for solving problems, related to front office operations Types of guests/customers and services accorded with VIP status Techniques of suggestive selling Guidelines for establishing methods of payment Techniques to handle irate guests/customers Organisational guidelines on limits of authority Strategies for service recovery Guidelines for reporting guests/customers concerns and feedback to manager and documenting the feedback 19

20 Application and Adaptation to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work. Perform start-of-shift and end-of-shift activities, in accordance with organisational procedures Supervise front office operations, in accordance with organisational procedures Attend to guests/customers arrivals and departures Handle and resolve any irregularities and guests/customers concerns and feedback related to front office operations in accordance with organisational procedures Record and follow up on work processes that compromise security of guests/customers, in accordance with organisational procedures Innovation and Value Creation to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Social Intelligence and Ethics to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Learning to Learn to develop and improve one s self within and outside of one s area of work. Adjust priorities to respond to the changing needs of the guests/customers in an accurate, timely manner Implement corrective actions on staff work assignments, check-in records and staff interactions with guests/customers on front office operations that do not meet organisational requirements Model positive attitude and display behaviours that support a broad definition of guests/customers and team members when delivering and supervising front office operations Exhibit sense of urgency regarding communication with guests/customers, and satisfy guests/customers requests when delivering and supervising front office operations Expand current job responsibilities in supervising front office service for self and team members, by engaging in diverse professional development platforms, such as corporate training and communities of practice 20

21 Range of Application It refers to the critical circumstances and contexts that the skill may be demonstrated. Version Control Version Date Changes Made Edited by HAS-FOS Sep-16 Initial Version WDA and STB 21

22 Skill Category Front Office Operations and Services Skill Code HAS-FOS Skill Sub-Category Skill Skill Description Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities. Supervise One-Stop Services This skill describes the ability to perform start-of-shift activities, supervise one-stop services and perform end-of-shift activities. It also includes reporting guests/customers concerns and feedback for escalation. The ability to understand: Roles of Supervisor Importance of supervising and performing start-of-shift and end-of-shift activities Objectives for updating briefing sheet and communication logbook Guidelines on Workplace Safety and Health Importance of reporting irregularities in operations and verifying defects before operations Principles of effective communication and interpersonal techniques Importance of providing accurate information for one-stop services Guidelines for use of in-house operating systems Types of irregularities, and appropriate corrective measures to address irregularities on staff interaction and delivery of one-stop services on guest/customer experience Techniques of coaching Guidelines for responding to exceptional calls Techniques for handling concerns and feedback over the telephone Procedures on reporting details, when escalating service recovery to management Principles of decision-making Criteria to consider when recommending rectification measures Types of approaches in presenting findings Objective and benefits of compiling information for reports 22

23 Application and Adaptation 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 to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Social Intelligence and Ethics to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Learning to Learn to develop and improve one s self within and outside of one s area of work. Perform start-of-shift and end-of-shift activities, in accordance with organisational procedures Supervise one-stop services, in accordance with organisational procedures Handle and resolve any irregularities and guests/customers concerns and feedback related to one-stop service operations, in accordance with organisational procedures Prioritise high-level guests/customers concerns and feedback, recommend rectification measures to address the concerns and maintain complete and accessible records for future reference Observe and maintain comprehensive guest/customer folios, with records of their habits and preferences, to ensure that returning guests/customers are delighted with the additional attention Expand current job responsibilities in supervising one-stop service for self and team members by engaging in diverse professional development platforms, such as corporate training and communities of practice 23

24 Range of Application It refers to the critical circumstances and contexts that the skill may be demonstrated. Version Control Version Date Changes Made Edited by HAS-FOS Sep-16 Initial Version WDA and STB 24

25 Skill Category Front Office Operations and Services Skill Code HAS-FOS Skill Sub-Category Skill Skill Description Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities. Supervise Switchboard Services This skill describes the ability to supervise switchboard services, handle guests/customers' concerns and feedback. It also includes performing startof-shift and end-of-shift activities. The ability to understand: Roles of the supervisor Significance of supervising and performing start-of-shift and end-of-shift activities Guidelines on reviewing activities in property Guidelines on Workplace Safety and Health Impact of deviations in handling telephone-related requests Organisation s duty of care to guests/customers Types of telephone calls, telephone-related services and their associated charges Techniques for coaching Impact of discrepancies in monthly telephone bills to telephone revenues Guidelines for conducting periodic checks on telephone and related systems and equipment Guidelines for reporting faults and system interruptions Guidelines for handling problems related to switchboard services Organisational guidelines on limits of authority Strategies for service recovery Guidelines for reporting guests/customers' concerns and feedback to the manager and documenting the feedback 25

26 Application and Adaptation 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 to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Social Intelligence and Ethics to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Learning to Learn to develop and improve one s self within and outside of one s area of work. Perform start-of-shift and end-of-shift activities, in accordance with organisational procedures Supervise switchboard services, in accordance with organisational procedures Handle and resolve any irregularities or guests/customers' concerns and feedback related to switchboard operations, in accordance with organisational procedures Conduct regular checks on telephone lines, wake-up call set-ups and wake-up call responses, to identify deviations in a timely manner for appropriate corrective measures to reinstate the functions Model positive attitudes and display behaviours that support a broad definition of guests/customers and team members, when delivering and supervising switchboard operations Expand current job responsibilities in supervising switchboard services for self and team members by engaging in diverse professional development platforms, such as corporate training and communities of practice 26

27 Range of Application It refers to the critical circumstances and contexts that the skill may be demonstrated. Version Control Version Date Changes Made Edited by HAS-FOS Sep-16 Initial Version WDA and STB 27

28 Skill Category Infocomm Technology Skill Code ES-FSI-309G-1 Skill Sub-Category Skill Skill Description Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities. Application and Adaptation to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work. Perform Online Collaboration This skill describes the ability to demonstrate knowledge of the key concepts of online collaboration and apply skills to set up collaborative tools and services. It also includes performing online interaction and learning and using online collaborative tools and mobile technology. The ability to understand: Concepts relating to online collaboration Concepts relating to cloud computing Common setup features for online collaboration Concepts relating to online storage solutions Concepts relating to common web-based productivity applications Types of common social media tools to support online collaboration Implications of uploading posts and photos on social media Concepts relating to online learning environment Concepts relating to mobile collaboration Security considerations for use of mobile devices Concepts relating to mobile applications Perform online collaboration, interaction and learning using appropriate functions of online collaborative tools and services Perform mobile collaboration securely using mobile applications and appropriate functions of mobile devices 28

29 Innovation and Value Creation to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Social Intelligence and Ethics to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Learning to Learn to develop and improve one s self within and outside of one s area of work. Range of Application It refers to the critical circumstances and contexts that the skill may be demonstrated. Synchronise content between devices to allow easier access to information and improve efficiency Set up collaborative tools and services in accordance to specific online collaboration requirements Participate in online learning by completing online courses and activities such as quizzes 29

30 Version Control SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES Version Date Changes Made Edited by ES-FSI-309G-1 1-Sep-16 Initial Version WDA and STB 30

31 Skill Category Information and Results Skill Code SVCF-IR-301E-1 Skill Sub-Category Skill Skill Description Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities. Application and Adaptation to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work. Acquire Industry Knowledge 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. 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 in 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 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 31

32 Innovation and Value Creation to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Social Intelligence and Ethics to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Learning to Learn to develop and improve one s self within and outside of one s area of work. Analyse internal and external trends and understand their impact on the organisation Communicate relevant trends to colleagues to enable better understanding of the industry in which the organisation operates in Stay updated with industry trends by subscribing to industry journals or participating in industry network events 32

33 Range of Application 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 Promoting collaboration between organisations Promoting networking opportunities Version Control Version Date Changes Made Edited by SVCF-IR-301E-1 1-Sep-16 Initial Version WDA and STB 33

34 Skill Category Innovation Skill Code BM-IM-301E-1 Skill Sub-Category Skill Skill Description Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities. Application and Adaptation to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work. Contribute to Innovation Process within own Scope of Work in Business Unit 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. The ability to understand: Broad concepts of innovation Steps in innovation process Behaviours that support innovation Individual role in contributing to innovation culture 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 34

35 Innovation and Value Creation to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Social Intelligence and Ethics to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Learning to Learn to develop and improve one s self within and outside of one s area of work. Analyse work systems and processes to identify opportunities for innovation and improved work practices within own scope of work Demonstrate empathy and appreciation of others' views and issues when working on innovation initiatives to maintain positive working relationships Collaborate with others to identify, discuss and develop effective ways of working 35

36 Range of Application It refers to the critical circumstances and contexts that the skill may be demonstrated. Version Control Version Date Changes Made Edited by BM-IM-301E-1 1-Sep-16 Initial Version WDA and STB 36

37 Skill Category Leadership Skill Code LPM-VIS-301C-0 Skill Sub-Category Skill Skill Description Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities. Application and Adaptation to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work. Lead Team to Develop Operational Plan 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 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 Review organisational objectives and business plans to identify team objective 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 37

38 Innovation and Value Creation to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Social Intelligence and Ethics to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Evaluate progress of team plans and make adjustments to meet team objectives 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 to develop and improve one s self within and outside of one s area of work. 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 38

39 Range of Application It refers to the critical circumstances and contexts that the skill may be demonstrated. Version Control Version Date Changes Made Edited by LPM-VIS-301C-0 1-Sep-16 Initial Version WDA and STB 39

40 Skill Category Leadership Skill Code SVCF-LS-301C-1 Skill Sub-Category Skill Skill Description Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities. Role Model the Service Vision 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. 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 to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work. 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 40

41 Innovation and Value Creation to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Social Intelligence and Ethics to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Learning to Learn to develop and improve one s self within and outside of one s area of work. Encourage team to deliver service in accordance with organisation guidelines Monitor performance of self and team to ensure consistency with the organisation s guidelines through customer feedback 41

42 Range of Application 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. Version Control Version Date Changes Made Edited by SVCF-LS-301C-1 1-Sep-16 Initial Version WDA and STB 42

43 Skill Category People and Relationship Management Skill Code SVCF-PP-301C-1 Skill Sub-Category Skill Skill Description Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities. Application and Adaptation to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work. Coach for Service Performance 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. 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 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 43

44 Innovation and Value Creation to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Social Intelligence and Ethics to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Learning to Learn to develop and improve one s self within and outside of one s area of work. Range of Application It refers to the critical circumstances and contexts that the skill may be demonstrated. Reflect on own coaching style to review the suitability and effectiveness in coaching individuals 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 individual Coaching techniques and styles Key milestones Methods to monitor progress Providing feedback 44

45 Version Control SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES Version Date Changes Made Edited by SVCF-PP-301C-1 1-Sep-16 Initial Version WDA and STB 45

46 Skill Category People and Relationship Management Skill Code LPM-RLT-401C-0 Skill Sub-Category Skill Skill Description Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities. Application and Adaptation to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work. Cultivate Workplace Relationships and Diversity 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. 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 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 outcomes 46

47 Innovation and Value Creation to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Social Intelligence and Ethics to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Learning to Learn to develop and improve one s self within and outside of one s area of work. Range of Application Review the effectiveness of the conflict resolution strategies and take action to prevent the recurrence of conflict Adjust interpersonal style and respond appropriately to emotional cues when interacting with others to meet the requirements of the social and cultural business context Keep abreast of organisational diversity management systems and processes by subscribing to diverse learning channels to enhance own knowledge for workplace application It refers to the critical circumstances and contexts that the skill may be demonstrated. 47

48 Version Control SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES Version Date Changes Made Edited by LPM-RLT-401C-0 1-Sep-16 Initial Version WDA and STB 48

49 Skill Category People and Relationship Management Skill Code SVCF-PP-302C-1 Skill Sub-Category Skill Skill Description Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities. Application and Adaptation to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work. Manage a Diverse Service Environment 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. The ability to understand: 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 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 49

50 Innovation and Value Creation to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Social Intelligence and Ethics to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Learning to Learn to develop and improve one s self within and outside of one s area of work. Translate diversity challenges into opportunities to foster team cohesion and enhance service delivery Conduct sharing sessions to build awareness of diversity among team members Enhance one s handling of team diversity by keeping abreast of team diversity issues through feedback channels and by observing employee interactions 50

51 Range of Application 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 o Affirming respect for individual behaviours and differences o Facilitating team building activities to develop a strong team identity o Arranging for job rotation for team members to better appreciate others o work process o Encouraging mutual acceptance among team members o 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 51