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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR

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

CALL CENTRE AGENT(OFFICER)

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

Occupation Description:

The Front Office Agent(Officer)/Guest Relation(s) Agent(Officer)/Guest Service(s) Agent(Officer)/Call Centre Agent(Officer) directly addresses the needs of all guests/customers and ensures an exceptional guest/customer experience. He/She treats guests/customers with respect and handles room reservations or walk-in requests, registration procedures and guest/customer complaints with professionalism to promote a positive first impression. He/She also works closely with the rooms division and other departments in keeping room status reports up-to-date. He/She also performs cashier-related functions such as posting charges to guest/customer accounts and assisting guests/customers with foreign currency exchange services.

The Front Office Agent(Officer)/Guest Relation(s) Agent(Officer)/Guest Service(s) Agent(Officer)/Call Centre Agent(Officer) should have a working knowledge of property management system to aid in the various job functions. He/She should be well versed in the property’s standard procedures, current products, services, promotions, local events, activities and operating hours of establishments. He/She must be knowledgeable to present pricing options and alternatives to meet guests/customers’ requests and use suggestive selling techniques to promote other services of the property when appropriate.

The team member from the call centre also handles all incoming calls from internal or external parties to address the needs of all guests/customers. He/She ensures that every call received is attended to promptly and pleasantly, takes messages accurately and delivers all wake-up calls request timely in accordance with organisational guidelines. He/She also coordinates with food and beverage and other departments to take order of room services from guests/customers and ensures all charges related to call services are posted to guests/customers’ accounts accurately.

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

Important Points to Note about this Document

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

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

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

Skill Category Skill

Analytical, Conceptual and

Evaluative1. Solve Problems and Make Decisions at Operations Level

Customer Experience

2. Handle Guests/Customers' Concerns and Feedback3. Promote Tourism4. Respond to Service Challenges

Front Office Operations and

Services

5. Provide Front Office Services6. Provide One-Stop Services7. Provide Switchboard Services

Infocomm Technology

8. Apply Software Systems in Hospitality Management9. Perform Essential Online Functions10. Use Basic Functions and Applications of a Computer

People and Relationship Management

11. Work in a Diverse Service Environment12. Work in a Team

Planning and Implementation

13. Handle Basic Administrative Duties14. Implement Operations for Service Excellence

Reservations Management 15. Provide Reservation Services

Sales and Marketing 16. Apply Upselling and Suggestive Selling Techniques

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Skill Code ES-ACE-102G-1

Skill Category Analytical, Conceptual and Evaluative

Skill Sub-Category (where applicable)

N/A

Skill Solve Problems and Make Decisions at Operations Level

Skill DescriptionThis skill describes the ability to acquire problem-solving and decision-making techniques. It also includes proactively identifying the root causes to a problem and taking responsibility for the decisions within own circle of influence.

Knowledge and Analysis The ability to understand:

Procedure for evaluating selected ideas for problem-solving Factors to consider in selecting suitable modes of communication Methods to determine the strengths and limitations and constraints of each

selected idea Areas of impact from implementation of an action plan Types of evaluation methods to determine effectiveness of implemented

solutions and action plan Techniques to identify sources of failure in the implemented solution and

action plan Potential areas requiring corrective action Types of corrective actions Reflective mechanisms for the entire problem-solving process

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

Application and Adaptation

The ability to:

Recognise symptoms that could lead to potential problems at the workplace using appropriate tools and techniques

Identify deviations from organisational norm and SOPs based on symptoms identified

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

Implement action plan at the workplace based on organisational SOP Identify preventive measures to avoid recurrence of similar problems in the

future based on appropriate tools and techniques

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

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Innovation and Value Creation

The ability to:

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

Evaluate selected ideas using pertinent criteria and choose the most desirable ones as solutions to the problems

Evaluate the effectiveness of the implemented solutions and action plan and initiate corrective actions where necessary

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

Social Intelligence and Ethics

The ability to:

Identify relevant parties' priorities and concerns and use suitable communication mechanisms and modes to garner agreement from relevant parties on chosen solution and action plan

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

Learning to Learn The ability to:

Identify impact of the problems on own job responsibilities and other parties involved and make adjustments of own work processes and working methods

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

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Range of Application

N/A

(where applicable)

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

Version Control

Version Date Changes Made Edited by

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

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Skill Code HAS-CEX-2001-1.1

Skill Category Customer Experience

Skill Sub-Category(where applicable) N/A

Skill Handle Guests/Customers' Concerns and Feedback

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

Knowledge and Analysis

The ability to understand:

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



The ability to:

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

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

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N/A



The ability to:

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

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


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



N/A

(where applicable)


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Version Control


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

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Skill Code HAS-CEX-2002-1.1



Skill Promote Tourism

Skill DescriptionThis skill describes the ability to promote tourism and Singapore to guests/customers at the workplace, by obtaining sufficient knowledge on the country.

Knowledge and Analysis The ability to understand:

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

Guidelines for accessing tourism information and promoting products and services

Guidelines for, and benefits of, providing tourist recommendations to suit guests/customer's requirements

Benefits of possessing updated tourism information Types of guests/customers' needs and wants Importance of performing ambassadorial role in providing information and

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

that will provide opportunities for additional sale Benefits of follow up service with guests/customers



The ability to:

Identify available sources of tourism information, in accordance with organisational procedures

Access and identify common, useful tourism information, in accordance with organisational procedures

Determine guests/customers’ requirements through the use of appropriate questioning techniques, in accordance with organisational procedures

Comply with legal requirements when recommending tourism products and services

Present and recommend additional products and services, in accordance with guests/customers’ requirements

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


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The ability to:

Perform the role of ambassador in accordance with organisational proceduresIt 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:

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

Communicate effectively with guests/customers to recommend tourism information that best meet their requirements

Identify guests/customers’ verbal and non-verbal cues that will provide opportunities for additional sales, in accordance with organisational procedures



Seek feedback from supervisor and peers on ways to improve on sourcing of tourism information and services for guests/customers



Legal requirements must include: Consumer Protection (Fair Trading) Act Goods and Services Tax (GST) Act(where applicable)


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Version Control


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

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Skill Code SVCF-CS-103C-1



Skill Respond to Service Challenges

Skill Description

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



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



The ability to:

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

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

Demonstrate resilience in the handling of service challenges


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The ability to:

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

challengesIt 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:

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



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

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

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


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

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

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

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

Service recovery is a procedure for dealing with customers’ service challenges. It must include: Listening to the customer to identify the cause of the service challenge Using verbal and non-verbal communication to address service challenge Apologising to the customer immediately Taking immediate action to resolve the situation Showing empathy Conducting follow-up with customer

Resilience may be defined as the process and experience of being disrupted by change, opportunities, stressors and adversity, and, after introspection, accessing strengths to grow stronger through disruption.

Methods to demonstrate resilience must include: Developing coping skills to deal with stress of change, opportunity, stress or

adversity Building on actions and focusing on outcomes Practicing realistic optimism and remaining hopeful under pressure Developing strong support systems in or outside the workplace

(where applicable)


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Version Control


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

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Skill Code HAS-FOS-2002-1.1

Skill Category Front Office Operations and Services


Skill Provide Front Office Services

Skill Description

This skill describes the ability to perform activities at start-of-shift and prior to guests/customers’ arrivals, check-in guests/customers and handle foreign exchange transactions. It also includes performing activities prior to guests/customers’ departures, checking-out guests/customers and performing end-of-shift activities.



Importance of performing start-of-shift and end-of-shift activities Operational guidelines of the required property management system (PMS)

and operating consoles to facilitate front desk activities Guidelines on safekeeping cashier float and related cashier transactions Guidelines on handling foreign exchange transactions Importance of proper documentation and handling of cashier related

transactions and issues Guidelines on Workplace Safety and Health Guidelines for protecting guests/customers' privacy, safety and security Importance of reporting irregularities within the work area to appropriate

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

departures, including assignment of rooms or apartments, reservations and updating check-in/check-out records

Categories of properties and their amenities and facilities Principles of effective communication and interpersonal techniques Guidelines and techniques to perform upselling and suggestive selling


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The ability to:

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

Perform activities prior to guests/customers' arrivals and departures, in accordance with organisational procedures

Perform inter-departmental communication to address the needs of guests/customers

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

Handle cashier and foreign exchange transactions, in accordance with organisational procedures

Maintain self-confidence and positivity, to avoid showing signs of fatigue to guests/customers, when facing peaks and valleys of activities



The ability to:

Coordinate and prioritise resources to support contingency plans that may arise in the course of workIt refers to the ability



The ability to:

Empathise, listen and read arriving guests/customers proactively to provide the best comfort and experience to them, when providing front office services

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


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Pursue continual improvement in providing front office services, throughparticipation in peer and/or supervisor review platforms, to upgrade own capabilities



N/A

(where applicable)


Version Control


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

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Skill Provide One-Stop Services

Skill DescriptionThis skill describes the ability to perform start-of-shift activities, provide one-stop services, attend to guests/customers’ concerns and feedback and to perform end-of-shift activities.



Significance of performing start-of-shift and end-of shift activities in accordance to

organisational procedures Operational guidelines of the required property management system (PMS)

and operating consoles to facilitate one-stop services Importance of providing and relaying accurate information on service Information required for hotel and accommodation services, local attractions

and points of interest Principles of effective communication and interpersonal techniques Importance of performing service recovery, and its benefits Functions of forms used to record guests/customers’ requests, concerns

and feedback Policies for protecting guests/customers’ privacy, safety and security Guidelines on Workplace Safety and Health



The ability to:


Provide one-stop services, in accordance with organisational procedures Attend to guests/customers’ concerns and feedback, in accordance with

organisational procedures


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The ability to:

Integrate content from diverse channels and sources, and present a variety of information to guests/customers, based on their preferences and needs, to make informed choices



The ability to:

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

Engage guests/customers and initiate meaningful conversations with them to personalise their experiences, when providing one-stop services



Pursue continual improvement in providing one-stop services, through participation in peer and/or supervisor review platforms, to upgrade own capabilities


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N/A

(where applicable)


Version Control



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Skill Provide Switchboard Services

Skill DescriptionThis skill describes the ability to handle incoming calls and wake-up calls and provide telephone-related services. It also includes performing perform start-of-shift and end-of-shift activities.



Significance of performing start-of-shift and end-of shift activities in accordance to organisational procedures

Operational guidelines of the required property management system (PMS) and operating consoles to facilitate front desk switchboard activities

Principles of effective communication and interpersonal techniques Organisation’s product offerings and services and their benefits Importance of adhering to standard operating procedures (SOP) for

handling internal and external calls Importance of recording details of telephone-related services in an

organised format Guidelines for providing different types of telephone-related services Guidelines on billing for telephone-related services Strategies for handling problems related to telephone-related services Importance of reporting irregularities at work areas Policies for protecting guests/customers' privacy, safety and security Guidelines on Workplace Safety and Health


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The ability to:


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

messages and managing enquiries and exceptional calls, in accordance with organisational procedures

Handle outgoing calls, such as making calls for guests/ customers, in accordance with organisational procedures

Handle wake-up calls, including confirming details for wake-up call, recording calls, programming wake-up calls and notifying other departments, if required to support guests/customers' special requests, in accordance with organisational procedures

Provide all other telephone-related services in accordance with organisational procedures



The ability to:

Initiate appropriate measures when handling challenging, exceptional calls in the course of workIt refers to the ability



The ability to:

Be attentive to guests/customers' requests and keep the general demeanour, tone and volume of voice amicable at all times over the telecommunication tools, when providing switchboard services

Empathise with the callers to react calmly and follow up promptly to their enquiries when providing switchboard services


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Pursue continual improvement in providing switchboard services by participating in peer and supervisor review platforms to upgrade own capabilities



N/A

(where applicable)


Version Control



24




Skill Code HAS-ICT-2001-1.1

Skill Category Infocomm Technology


Skill Apply Software Systems in Hospitality Management

Skill Description

This skill describes the ability to use the front-of-house and back-of-house systems, such as the property management system (PMS), point of sale (POS) system, hotel information system and other proprietary systems where appropriate.



Security in Information and Communications Technology (ICT) and systems Security concepts relating to management of data Property Management System (PMS) and its usage Management of data and information for hospitality sector operations and

tasks



The ability to:

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

Manage inventory of organisation (rooms, facilities etc.) using the PMS Manage information and data in accordance with organisational procedures

and guidelines Manage hotel personnel using the software applications and systems Monitor and manage sale transactions using POS System


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The ability to:

Improve on the use of software applications to increase the productivity of these systemsIt 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:

Demonstrate awareness of communications related challenges pertaining to operations and managementIt refers to the

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


Reflect and be kept abreast of new ICT developments that will increase the productivity of the systems that support operations


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N/A

(where applicable)


Version Control


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

27




Skill Code ES-FSI-107G-2



Skill Perform Essential Online Functions

Skill Description

This skill describes the ability to perform web browsing, manage email and appointment scheduling. It also includes using appropriate functions of a web browser application and evaluating online information using search engines and social media applications.



Concepts relating to web browsing Concepts relating to online security Concepts relating to online information search Concepts relating to online communities Concepts relating to types of online communication tools Concepts relating to copyright and data protection Methods to share information online Evaluation criteria for webpage content and its importance Good practices for sharing of information online Types of security measures to protect personal data when sharing

information online Concepts relating to the use of e-mail



The ability to:

Manage e-mails according to requirements by applying appropriate functions of an e-mail application

Manage appointments according to requirements by applying appropriate functions of a calendar application

Manage online information by applying appropriate methods and security measures in accordance with copyright and data protection regulations and other requirements


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The ability to:

Utilise available functions to increase email productivityIt 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:

Share information with online communities using online communication tools

Acknowledge online information sources and seek permission to use online information as appropriate

Browse web pages by applying appropriate security measures and functions in a web browsing application



Update own learning through diverse information channels such as internet forums and web conferences


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N/A

(where applicable)


Version Control


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

30




Skill Code ES-FSI-111G-1



N/A

Skill Use Basic Functions and Applications of a Computer

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



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

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



The ability to:

Manage desktop settings in a computer using basic operating system functions

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

Perform basic word processing functions using a word processing application Perform basic spreadsheet functions using a spreadsheet application Perform basic online communication functions using online applications


31





The ability to:

Adopt practices to improve personal well-being when using a computer or deviceIt refers to the ability



The ability to:

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



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


32





N/A

(where applicable)


Version Control


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

33




Skill Code SVCF-PP-101C-1

Skill Category People and Relationship Management


N/A

Skill Work in a Diverse Service Environment

Skill DescriptionThis skill describes the ability to apply emotional intelligence and handle diversity in a service environment. It also includes demonstrating inclusiveness and resilience when faced with challenges.



Importance of inclusiveness when working in a diverse service environment Types of diversity markers Diversity challenges and opportunities Aspects of emotional intelligence Methods to demonstrate resilience Methods to monitor own actions in handling diversity



The ability to:

Demonstrate resilience when faced with challenges in a diverse service environmentIt 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.

34





The ability to:

Translate different perspectives on diversity from colleagues into ideas that may add value to organisation’s service deliveryIt refers to the



The ability to:

Apply emotional intelligence when interacting with team members and customers in a diverse service environment

Deliver service in line with organisation’s service standards to a diverse range of customers



Monitor own actions in handling diversity in the service environment to hone own ability to handle diversity


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

Emotional intelligence may be established as the ability to identify, assess, and control the emotions of oneself, of others, and of groups.

Aspects of emotional intelligence must include: Knowing one’s emotions Managing one’s emotions Motivating oneself Recognising and understanding others’ emotions Managing relationships through use of Emotional Intelligence

Resilience may be defined as the process and experience of being disrupted by change, opportunities, stressors and adversity, and, after introspection, accessing strengths to grow stronger through disruption.

Methods to demonstrate resilience must include: Developing coping skills to deal with stress of change, opportunity, stressor

or adversity Building on actions and focusing on outcomes Practicing realistic optimism and remaining hopeful under pressure Developing strong support systems in or outside the workplace

(where applicable)


Version Control


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

36




Skill Code ES-IP-102G-1

Skill Category People and Relationship Management


N/A

Skill Work in a Team

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



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

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

Organisational policies, limits of autonomy and span of control



The ability to:

Define and align team goals with departmental and organisational goals Demonstrate responsibility and commitment for work done and to the

achievement of individual and team goals Identify potential areas of conflict with team members and methods to

overcome them, taking into consideration diversity issues


37





The ability to:

Listen to and contribute ideas and skills using appropriate communicationtechniques to achieve team goal

Recommend improvements to established policies and procedures in a proactive manner



The ability to:

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

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

Identify and resolve issues and concerns through collaborative activities with supervisor



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

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


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N/A

(where applicable)


Version Control


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

39




Skill Code HAS-PNI-2002-1.1

Skill Category Planning and Implementation


N/A

Skill Handle Basic Administrative Duties

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



Organisation structure, specific policies and Standard Operating Procedures Communication procedures relating to handling of messages and mails Classification and coding systems for filing documents Security and confidentiality requirements for documents Guidelines and procedures to operate office equipment Guidelines and procedures on copyright restrictions



The ability to:

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


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N/A



The ability to:

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

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


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


41





N/A

(where applicable)


Version Control


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

42




Skill Code SVCF-PL-101C-1

Skill Category Planning and Implementation


N/A

Skill Implement Operations for Service Excellence

Skill Description

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



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



The ability to:

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

standards Recognise opportunities and take initiative to assist colleagues in service

delivery


43





The ability to:

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



The ability to:

Adhere to organisation’s professional code of conduct in service delivery Share information commonly sought by organisation’s customers with

colleagues to enhance the team’s performance in service deliveryIt refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.

Learning to Learn

The ability to:

Acquire information commonly sought by organisation’s customers to enhance own ability to deliver service


44





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

Service performance issues may be identified through the following channels: Customer feedback Observation of the service environment Mystery shopping results report

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

Version Control


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

45




Skill Code HAS-REM-2001-1.1

Skill Category Reservations Management


Skill Provide Reservation Services

Skill Description

This skill describes the ability to create, amend and cancel reservations, with compliance to the property's policies and guidelines and in accordance with legislative and regulatory requirements. It also includes performing start-of-shift and end-of-shift activities.



Products and services of the property Different types of reservations, and the terms and conditions binding these

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

activities Legislation and regulatory requirements for creating accurate, and

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

Organisational procedures in handling special requests and issues related to reservations

Organisational procedures and policies on amendment of reservations Organisational procedures and policies on cancellation of reservations



The ability to:

Perform start-of-shift and end-of-shift activities Carry out reservation procedures, from taking requests to confirming details

of reservation, in the property’s reservation system Use correct sales techniques to secure reservations Perform enquiries to check constantly on room availability to advise

guests/customers accordingly Follow procedures to amend and cancel reservations according to request,

and update the system diligently Resolve problems related to making, amending and cancelling reservations,

in accordance with organisation's procedures and policies


46





The ability to:

Recommend alternatives to guests/customers if requests for reservations cannot be met

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



The ability to:

Communicate effectively with guests/customers to meet their requests Communicate effectively with other departments to changes and special

requests by guests/customers Keep guests/customers’ information confidential, in accordance with

organisation's guidelines and policies



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



N/A

(where applicable)


47




Version Control


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

48




Skill Code HAS-SNM-2003-1.1

Skill Category Sales and Marketing


Skill Apply Upselling and Suggestive Selling Techniques

Skill Description

This skill describes the ability to upsell, and provides suggestive selling to guests/customers, based on the knowledge of the organisation’s products and services. It also includes the ability to establish their requirements, and manage guests/customers’ concerns or objections.



Guidelines for accessing information on organisation’s products and services

Techniques for developing, maintaining, and getting updated on knowledge of organisation’s products and services

Key features and benefits of organisation’s product offerings and services Guidelines for assessing information on guests/customers Importance of knowing and clarifying guests' and customer's requirements

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

customers, organisations and staff Consumer Protection (Fair Trading) Act Similarities and differences between upselling and suggestive selling Guidelines and strategies to address and overcome guests' and customer's

concerns or objections


49





The ability to:

Identify available sources of information on organisation’s products and services, in accordance with organisational procedures

Develop, access and maintain knowledge on organisation’s products and services, in accordance with organisational procedures

Provide acknowledgement to guests/customers, in accordance with organisational standards

Recommend, explain and highlight product features and benefits, in accordance with guest/customer's requirements

Perform follow-up actions, in accordance with organisational procedures Identify and explain a range of products and services, which best meet

guests/customers’ requirements Apply appropriate service techniques to encourage guests/customers to

experience recommended products and services, in accordance with their requirements

Determine reasons behind guests/customers’ concerns or objections, in accordance with organisational procedures



The ability to:

Identify opportunities to perform upselling or suggestive selling, in accordance with guests/customers’ requirementsIt refers to the ability


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The ability to:

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

Demonstrate professionalism in managing concerns or objections, in accordance with organisational standards

Use appropriate questioning techniques to determine guests/customers’ requirements, in accordance with organisational procedures

Clarify guests/customers’ requirements using appropriate communication techniques, in accordance with organisational procedures

Address queries, concerns or objections from guests/customers with a positive note, in accordance with organisational procedures



Seek feedback from supervisor and peers on ways to improve upselling and suggestive selling techniques to potential clients



N/A

(where applicable)


Version Control


HAS-SNM-2003-1.1 1-Sep-16 Initial Version WDA and STB

Definitions of the Five (5) Domains

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Domain Definition


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


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


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


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

Learning to Learn

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

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· web viewthe front office agent(officer)/guest relation(s) agent(officer)/guest service(s)...

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