skills framework for hotel and accommodation … · the front office agent(officer)/guest...
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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
Copyright 2016 © Singapore Workforce Development Agency. All rights reserved. Version 1.0.
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Occupation: Front Office Agent(Officer)/Guest Relation(s) Agent(Officer)/ Guest Service(s) Agent(Officer)/Call Centre Agent(Officer)
Occupation Description:
The Front Office Agent(Officer)/Guest Relation(s) Agent(Officer)/Guest Service(s)
Agent(Officer)/Call Centre Agent(Officer) directly addresses the needs of all
guests/customers and ensures an exceptional guest/customer experience. He/She
treats guests/customers with respect and handles room reservations or walk-in requests,
registration procedures and guest/customer complaints with professionalism to promote
a positive first impression. He/She also works closely with the rooms division and other
departments in keeping room status reports up-to-date. He/She also performs cashier-
related functions such as posting charges to guest/customer accounts and assisting
guests/customers with foreign currency exchange services.
The Front Office Agent(Officer)/Guest Relation(s) Agent(Officer)/Guest Service(s)
Agent(Officer)/Call Centre Agent(Officer) should have a working knowledge of property
management system to aid in the various job functions. He/She should be well versed in
the property’s standard procedures, current products, services, promotions, local events,
activities and operating hours of establishments. He/She must be knowledgeable to
present pricing options and alternatives to meet guests/customers’ requests and use
suggestive selling techniques to promote other services of the property when
appropriate.
The team member from the call centre also handles all incoming calls from internal or
external parties to address the needs of all guests/customers. He/She ensures that
every call received is attended to promptly and pleasantly, takes messages accurately
and delivers all wake-up calls request timely in accordance with organisational
guidelines. He/She also coordinates with food and beverage and other departments to
take order of room services from guests/customers and ensures all charges related to
call services are posted to guests/customers’ accounts accurately.
Good communication, interpersonal skills, active listening and showing empathy, are essential in order to excel in this job role.
Important Points to Note about this Document
This document is intended purely to provide general information to enable individuals, employers and training providers to be informed about the
skills for career, training and education purposes. WDA provides no warranty whatsoever about the contents of this document, and does not
warrant that the courses of action mentioned in this document will secure employment, promotion, or monetary benefits.
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
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The skills expected of the Front Office Agent(Officer)/Guest Relation(s) Agent(Officer)/ Guest Service(s) Agent(Officer)/Call Centre Agent(Officer)are summarised as below:
Skill Category
Skill
Analytical,
Conceptual and
Evaluative
1. Solve Problems and Make Decisions at Operations Level
Customer
Experience
2. Handle Guests/Customers' Concerns and Feedback
3. Promote Tourism
4. Respond to Service Challenges
Front Office
Operations and
Services
5. Provide Front Office Services
6. Provide One-Stop Services
7. Provide Switchboard Services
Infocomm
Technology
8. Apply Software Systems in Hospitality Management
9. Perform Essential Online Functions
10. Use Basic Functions and Applications of a Computer
People and
Relationship
Management
11. Work in a Diverse Service Environment
12. Work in a Team
Planning and
Implementation
13. Handle Basic Administrative Duties
14. Implement Operations for Service Excellence
Reservations
Management 15. Provide Reservation Services
Sales and
Marketing 16. Apply Upselling and Suggestive Selling Techniques
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
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Skill Code ES-ACE-102G-1
Skill Category Analytical, Conceptual and
Evaluative
Skill Sub-Category
(where applicable) N/A
Skill Solve Problems and Make Decisions at Operations Level
Skill Description
This skill describes the ability to acquire problem-solving and decision-making
techniques. It also includes proactively identifying the root causes to a problem
and taking responsibility for the decisions within own circle of influence.
Knowledge and
Analysis The ability to understand:
• Procedure for evaluating selected ideas for problem-solving
• Factors to consider in selecting suitable modes of communication
• Methods to determine the strengths and limitations and constraints of each
selected idea
• Areas of impact from implementation of an action plan
• Types of evaluation methods to determine effectiveness of implemented
solutions and action plan
• Techniques to identify sources of failure in the implemented solution and
action plan
• Potential areas requiring corrective action
• Types of corrective actions
• Reflective mechanisms for the entire problem-solving process
It refers to
gathering, cognitive
processing,
integration and
inspection of facts
and information
required to perform
the work tasks and
activities.
Application and
Adaptation
The ability to:
• Recognise symptoms that could lead to potential problems at the workplace
using appropriate tools and techniques
• Identify deviations from organisational norm and SOPs based on symptoms
identified
• Identify the possible root causes of the problems using appropriate tools and
techniques
• Implement action plan at the workplace based on organisational SOP
• Identify preventive measures to avoid recurrence of similar problems in the
future based on appropriate tools and techniques
It refers to the
ability to perform
the work tasks and
activities required
of the occupation,
and the ability to
react to and
manage the
changes at work
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
4
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.
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
5
Range of
Application
N/A
(where applicable)
It refers to the
critical
circumstances and
contexts that the
skill may be
demonstrated.
Version Control
Version Date Changes Made Edited by
ES-ACE-102G-1 1-Sep-16 Initial Version WDA and STB
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
6
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 Description
This skill describes the ability to recognise and approach dissatisfied
guests/customers. It also includes the ability to follow up with guests/customers
on concerns and feedback to prevent recurrences.
Knowledge and
Analysis
The ability to understand:
• Types of dissatisfied guests/customers
• Principles of effective communication and interpersonal techniques
• Guidelines for planning approach to handle concerns and feedback
• Guidelines for offering different solutions to guests/customers
• Incident records in incident log book
It refers to gathering,
cognitive
processing,
integration and
inspection of facts
and information
required to perform
the work tasks and
activities.
Application and
Adaptation
The ability to:
• Recognise concerns and feedback from guests/customers’ perspectives
• Deal with guests/customers’ concerns and feedback
• Follow up on concerns and feedback to prevent recurrences
It refers to the ability
to perform the work
tasks and activities
required of the
occupation, and the
ability to react to and
manage the
changes at work.
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
7
Innovation and
Value Creation
N/A
It refers to the ability
to generate
purposive ideas to
improve work
performance and/or
enhance business
values that are
aligned to
organisational goals.
Social Intelligence
and Ethics
The ability to:
• Seek dialogue with guests/customers to establish concerns and feedback to
prevent recurrences It refers to the ability
to use affective
factors in leadership,
relationship and
diversity
management guided
by professional
codes of ethics.
Learning to Learn The ability to:
• Self-reflect on effectiveness of offering different solutions to
guests/customers
It refers to the ability
to develop and
improve one’s self
within and outside of
one’s area of work.
Range of
Application
N/A
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be
demonstrated
.
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
8
Version Control
Version Date Changes Made Edited by
HAS-CEX-2001-1.1 1-Sep-16 Initial Version WDA and STB
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
9
Skill Code HAS-CEX-2002-1.1
Skill Category Customer Experience
Skill Sub-Category
(where applicable) N/A
Skill Promote Tourism
Skill Description
This skill describes the ability to promote tourism and Singapore to
guests/customers at the workplace, by obtaining sufficient knowledge on the
country.
Knowledge and
Analysis The ability to understand:
• Common types of tourist information that guests/customers might request
for
• Guidelines for accessing tourism information and promoting products and
services
• Guidelines for, and benefits of, providing tourist recommendations to suit
guests/customer's requirements
• Benefits of possessing updated tourism information
• Types of guests/customers' needs and wants
• Importance of performing ambassadorial role in providing information and
additional services
• Importance of identifying guests/customers’ verbal and non-verbal cues
that will provide opportunities for additional sale
• Benefits of follow up service with guests/customers
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:
• 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
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.
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
10
Innovation and
Value Creation
The ability to:
• Perform the role of ambassador in accordance with organisational
procedures It refers to the ability
to generate
purposive ideas to
improve work
performance and/or
enhance business
values that are
aligned to
organisational goals.
Social Intelligence
and Ethics
The ability to:
• Keep up-to-date with changes in the tourism industry, in line with business
operations
• Communicate effectively with guests/customers to recommend tourism
information that best meet their requirements
• Identify guests/customers’ verbal and non-verbal cues that will provide
opportunities for additional sales, in accordance with organisational
procedures
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:
• Seek feedback from supervisor and peers on ways to improve on sourcing
of tourism information and services for guests/customers
It refers to the ability
to develop and
improve one’s self
within and outside of
one’s area of work.
Range of
Application
Legal requirements must include:
• Consumer Protection (Fair Trading) Act
• Goods and Services Tax (GST) Act (where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be
demonstrated.
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
11
Version Control
Version Date Changes Made Edited by
HAS-CEX-2002-1.1 1-Sep-16 Initial Version WDA and STB
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
12
Skill Code SVCF-CS-103C-1
Skill Category Customer Experience
Skill Sub-Category
(where applicable) N/A
Skill Respond to Service Challenges
Skill Description
This skill describes the ability to respond to challenging service situations
through the use of appropriate verbal and non-verbal communication techniques.
It also includes recognising triggers which may lead to service challenges, use of
service recovery procedures to respond to the challenges and escalating
unresolved service challenges.
Knowledge and
Analysis
The ability to understand:
• 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
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:
• 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
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.
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
13
Innovation and
Value Creation
The ability to:
• Strive for win-win outcomes when handling service challenges
• Identify and suggest areas of improvement that may arise out of service
challenges
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:
• Empathise with customers while facing service challenges to prevent
situation from escalating 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:
• 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
It refers to the ability
to develop and
improve one’s self
within and outside of
one’s area of work.
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
14
Range of
Application
Triggers may be defined as causes of an event or situation that may lead to
service challenges.
The service environment may be defined as the workplace where products or
services are sold or delivered. It includes the shop-front, back-room operations
or store.
Triggers in the service environment must include:
Un-trained service staff
• Poor attitude of staff
• Lack of urgency to resolve complaints and feedback
• Long waiting times and queues
• Unresolved issues or problems
• Poor response to information requested
• Un-informed staff
• Lack of communication
• Lack of availability of product
• Poor product or service quality
Service challenges must include:
• Customer complaints on products or services
• Negative feedback from customers on service delivery
Service recovery is a procedure for dealing with customers’ service challenges.
It must include:
• Listening to the customer to identify the cause of the service challenge
• Using verbal and non-verbal communication to address service challenge
• Apologising to the customer immediately
• Taking immediate action to resolve the situation
• Showing empathy
• Conducting follow-up with customer
Resilience may be defined as the process and experience of being disrupted by
change, opportunities, stressors and adversity, and, after introspection,
accessing strengths to grow stronger through disruption.
Methods to demonstrate resilience must include:
• Developing coping skills to deal with stress of change, opportunity, stress or
adversity
• Building on actions and focusing on outcomes
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be
demonstrated.
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
15
• Practicing realistic optimism and remaining hopeful under pressure
• Developing strong support systems in or outside the workplace
Version Control
Version Date Changes Made Edited by
SVCF-CS-103C-1 1-Sep-16 Initial Version WDA and STB
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
16
Skill Code HAS-FOS-2002-1.1
Skill Category Front Office Operations and
Services
Skill Sub-Category
(where applicable) N/A
Skill Provide Front Office Services
Skill Description
This skill describes the ability to perform activities at start-of-shift and prior to
guests/customers’ arrivals, check-in guests/customers and handle foreign
exchange transactions. It also includes performing activities prior to
guests/customers’ departures, checking-out guests/customers and performing
end-of-shift activities.
Knowledge and
Analysis
The ability to understand:
• 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
It refers to gathering,
cognitive
processing,
integration and
inspection of facts
and information
required to perform
the work tasks and
activities.
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
17
Application and
Adaptation
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
It refers to the ability
to perform the work
tasks and activities
required of the
occupation, and the
ability to react to and
manage the
changes at work.
Innovation and
Value Creation
The ability to:
• Coordinate and prioritise resources to support contingency plans that may
arise in the course of work It refers to the ability
to generate
purposive ideas to
improve work
performance and/or
enhance business
values that are
aligned to
organisational goals.
Social Intelligence
and Ethics
The ability to:
• Empathise, listen and read arriving guests/customers proactively to provide
the best comfort and experience to them, when providing front office
services
• Treat all guests/customers with respect and equality, when providing front
office services
It refers to the ability
to use affective
factors in leadership,
relationship and
diversity
management guided
by professional
codes of ethics.
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
18
Learning to Learn The ability to:
• Pursue continual improvement in providing front office services, through
participation in peer and/or supervisor review platforms, to upgrade own
capabilities
It refers to the ability
to develop and
improve one’s self
within and outside of
one’s area of work.
Range of
Application
N/A
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be
demonstrated.
Version Control
Version Date Changes Made Edited by
HAS-FOS-2002-1.1 1-Sep-16 Initial Version WDA and STB
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
19
Skill Code HAS-FOS-2003-1.1
Skill Category Front Office Operations and
Services
Skill Sub-Category
(where applicable) N/A
Skill Provide One-Stop Services
Skill Description
This skill describes the ability to perform start-of-shift activities, provide one-stop
services, attend to guests/customers’ concerns and feedback and to perform
end-of-shift activities.
Knowledge and
Analysis
The ability to understand:
• 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
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:
• Perform start-of-shift activities and end-of-shift activities, in accordance with
organisational procedures
• Provide one-stop services, in accordance with organisational procedures
• Attend to guests/customers’ concerns and feedback, in accordance with
organisational procedures
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.
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
20
Innovation and
Value Creation
The ability to:
• Integrate content from diverse channels and sources, and present a variety
of information to guests/customers, based on their preferences and needs,
to make informed choices
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:
• 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
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:
• Pursue continual improvement in providing one-stop services, through
participation in peer and/or supervisor review platforms, to upgrade own
capabilities
It refers to the ability
to develop and
improve one’s self
within and outside of
one’s area of work.
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
21
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
HAS-FOS-2003-1.1 1-Sep-16 Initial Version WDA and STB
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
22
Skill Code HAS-FOS-2004-1.1
Skill Category Front Office Operations and
Services
Skill Sub-Category
(where applicable) N/A
Skill Provide Switchboard Services
Skill Description
This skill describes the ability to handle incoming calls and wake-up calls and
provide telephone-related services. It also includes performing perform start-of-
shift and end-of-shift activities.
Knowledge and
Analysis
The ability to understand:
• 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
It refers to gathering,
cognitive
processing,
integration and
inspection of facts
and information
required to perform
the work tasks and
activities.
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
23
Application and
Adaptation
The ability to:
• Perform start-of-shift activities and end-of-shift activities, in accordance
with organisational procedures
• 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
It refers to the ability
to perform the work
tasks and activities
required of the
occupation, and the
ability to react to and
manage the
changes at work.
Innovation and
Value Creation
The ability to:
• Initiate appropriate measures when handling challenging, exceptional calls
in the course of work It refers to the ability
to generate
purposive ideas to
improve work
performance and/or
enhance business
values that are
aligned to
organisational goals.
Social Intelligence
and Ethics
The ability to:
• Be attentive to guests/customers' requests and keep the general
demeanour, tone and volume of voice amicable at all times over the
telecommunication tools, when providing switchboard services
• Empathise with the callers to react calmly and follow up promptly to their
enquiries when providing switchboard services
It refers to the ability
to use affective
factors in leadership,
relationship and
diversity
management guided
by professional
codes of ethics.
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
24
Learning to Learn The ability to:
• Pursue continual improvement in providing switchboard services by
participating in peer and supervisor review platforms to upgrade own
capabilities
It refers to the ability
to develop and
improve one’s self
within and outside of
one’s area of work.
Range of
Application
N/A
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be
demonstrated.
Version Control
Version Date Changes Made Edited by
HAS-FOS-2004-1.1 1-Sep-16 Initial Version WDA and STB
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
25
Skill Code HAS-ICT-2001-1.1
Skill Category Infocomm Technology
Skill Sub-Category
(where applicable) N/A
Skill Apply Software Systems in Hospitality Management
Skill Description
This skill describes the ability to use the front-of-house and back-of-house
systems, such as the property management system (PMS), point of sale (POS)
system, hotel information system and other proprietary systems where
appropriate.
Knowledge and
Analysis
The ability to understand:
• Security in Information and Communications Technology (ICT) and systems
• Security concepts relating to management of data
• Property Management System (PMS) and its usage
• Management of data and information for hospitality sector operations and
tasks
It refers to
gathering, cognitive
processing,
integration and
inspection of facts
and information
required to perform
the work tasks and
activities.
Application and
Adaptation
The ability to:
• Use the PMS to extract or record guests/customers’ bookings, purchases and
data
• Manage inventory of organisation (rooms, facilities etc.) using the PMS
• Manage information and data in accordance with organisational procedures
and guidelines
• Manage hotel personnel using the software applications and systems
• Monitor and manage sale transactions using POS System
It refers to the
ability to perform
the work tasks and
activities required
of the occupation,
and the ability to
react to and
manage the
changes at work.
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
26
Innovation and
Value Creation
The ability to:
• Improve on the use of software applications to increase the productivity of
these systems It refers to the
ability to generate
purposive ideas to
improve work
performance
and/or enhance
business values
that are aligned to
organisational
goals.
Social
Intelligence and
Ethics
The ability to:
• Demonstrate awareness of communications related challenges pertaining to
operations and management It refers to the
ability to use
affective factors in
leadership,
relationship and
diversity
management
guided by
professional codes
of ethics.
Learning to Learn The ability to:
• Reflect and be kept abreast of new ICT developments that will increase the
productivity of the systems that support operations
It refers to the
ability to develop
and improve one’s
self within and
outside of one’s
area of work.
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
27
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
HAS-ICT-2001-1.1 1-Sep-16 Initial Version WDA and STB
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
28
Skill Code ES-FSI-107G-2
Skill Category Infocomm Technology
Skill Sub-Category
(where applicable) N/A
Skill Perform Essential Online Functions
Skill Description
This skill describes the ability to perform web browsing, manage email and
appointment scheduling. It also includes using appropriate functions of a web
browser application and evaluating online information using search engines and
social media applications.
Knowledge and
Analysis
The ability to understand:
• 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
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:
• 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
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.
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
29
Innovation and
Value Creation
The ability to:
• Utilise available functions to increase email productivity
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:
• 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
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:
• Update own learning through diverse information channels such as internet
forums and web conferences
It refers to the ability
to develop and
improve one’s self
within and outside of
one’s area of work.
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
30
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-FSI-107G-2 1-Sep-16 Initial Version WDA and STB
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
31
Skill Code ES-FSI-111G-1
Skill Category Infocomm Technology
Skill Sub-Category
(where applicable) N/A
Skill Use Basic Functions and Applications of a Computer
Skill Description
This skill describes the ability to use basic functions and applications of a
computer. It also includes managing basic desktop settings, files and folders and
performing word processing, spreadsheet and online communication functions.
Knowledge and
Analysis
The ability to understand:
• Concepts relating to computer hardware
• Concepts relating to computer software
• Practices to protect personal well-being when using a computer or device
• Practices to protect environmental well-being when using a computer or
device
• Concepts relating to computer security
• Components of a desktop
• Components of a window
• Concepts relating to files and folders
• Components in a word processing application
• Components in a spreadsheet application
• Concepts relating to online communication applications
It refers to
gathering, cognitive
processing,
integration and
inspection of facts
and information
required to perform
the work tasks and
activities.
Application and
Adaptation
The ability to:
• Manage desktop settings in a computer using basic operating system
functions
• Manage files and folders in a computer using basic file management
functions
• Perform basic word processing functions using a word processing application
• Perform basic spreadsheet functions using a spreadsheet application
• Perform basic online communication functions using online applications
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.
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
32
Innovation and
Value Creation
The ability to:
• Adopt practices to improve personal well-being when using a computer or
device It refers to the ability
to generate
purposive ideas to
improve work
performance and/or
enhance business
values that are
aligned to
organisational
goals.
Social Intelligence
and Ethics
The ability to:
• Seek assistance and guidance from peers on difficulties and problems faced
when using a computer or device It refers to the ability
to use affective
factors in
leadership,
relationship and
diversity
management guided
by professional
codes of ethics.
Learning to Learn The ability to:
• Develop good practices in checking and previewing documents, worksheets
and messages
It refers to the ability
to develop and
improve one’s self
within and outside of
one’s area of work.
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
33
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-FSI-111G-1 1-Sep-16 Initial Version WDA and STB
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
34
Skill Code SVCF-PP-101C-1
Skill Category People and Relationship Management
Skill Sub-Category
(where applicable) N/A
Skill Work in a Diverse Service Environment
Skill Description
This skill describes the ability to apply emotional intelligence and handle diversity
in a service environment. It also includes demonstrating inclusiveness and
resilience when faced with challenges.
Knowledge and
Analysis
The ability to understand:
• Importance of inclusiveness when working in a diverse service environment
• Types of diversity markers
• Diversity challenges and opportunities
• Aspects of emotional intelligence
• Methods to demonstrate resilience
• Methods to monitor own actions in handling diversity
It refers to
gathering,
cognitive
processing,
integration and
inspection of facts
and information
required to
perform the work
tasks and
activities.
Application and
Adaptation
The ability to:
• Demonstrate resilience when faced with challenges in a diverse service
environment
It refers to the
ability to perform
the work tasks and
activities required
of the occupation,
and the ability to
react to and
manage the
changes at work.
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
35
Innovation and
Value Creation
The ability to:
• Translate different perspectives on diversity from colleagues into ideas that
may add value to organisation’s service delivery It refers to the
ability to generate
purposive ideas to
improve work
performance
and/or enhance
business values
that are aligned to
organisational
goals.
Social
Intelligence and
Ethics
The ability to:
• Apply emotional intelligence when interacting with team members and
customers in a diverse service environment
• Deliver service in line with organisation’s service standards to a diverse
range of customers
It refers to the
ability to use
affective factors in
leadership,
relationship and
diversity
management
guided by
professional codes
of ethics.
Learning to Learn The ability to:
• Monitor own actions in handling diversity in the service environment to hone
own ability to handle diversity
It refers to the
ability to develop
and improve one’s
self within and
outside of one’s
area of work.
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
36
Range of
Application
Inclusiveness is defined as showing respect for people from diverse backgrounds.
Emotional intelligence may be established as the ability to identify, assess, and
control the emotions of oneself, of others, and of groups.
Aspects of emotional intelligence must include:
• Knowing one’s emotions
• Managing one’s emotions
• Motivating oneself
• Recognising and understanding others’ emotions
• Managing relationships through use of Emotional Intelligence
Resilience may be defined as the process and experience of being disrupted by
change, opportunities, stressors and adversity, and, after introspection, accessing
strengths to grow stronger through disruption.
Methods to demonstrate resilience must include:
• Developing coping skills to deal with stress of change, opportunity, stressor
or adversity
• Building on actions and focusing on outcomes
• Practicing realistic optimism and remaining hopeful under pressure
• Developing strong support systems in or outside the workplace
(where applicable)
It refers to the
critical
circumstances and
contexts that the
skill may be
demonstrated.
Version Control
Version Date Changes Made Edited by
SVCF-PP-101C-1 1-Sep-16 Initial Version WDA and STB
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
37
Skill Code ES-IP-102G-1
Skill Category People and Relationship
Management
Skill Sub-Category
(where applicable) N/A
Skill Work in a Team
Skill Description
This skill describes the ability to apply effective communication techniques to
achieve individual and team goals. It also includes providing support to team
members while taking into consideration diversity issues.
Knowledge and
Analysis
The ability to understand:
• Definition of organisational vision, mission and goals
• Different roles played by team members
• Interdependence of roles within a team
• Importance of maintaining open communication within a team
• Effects of trust, respect and support within a team
• Diversity issues and their impact on communication
• Relevant parties from whom one can seek feedback, advice and assistance
• Effects of organisational, industry and legislative requirements and work
performance standards and/or targets on attainment of individual, team and
organisational goals
• Organisational policies, limits of autonomy and span of control
It refers to
gathering, cognitive
processing,
integration and
inspection of facts
and information
required to perform
the work tasks and
activities.
Application and
Adaptation
The ability to:
• Define and align team goals with departmental and organisational goals
• Demonstrate responsibility and commitment for work done and to the
achievement of individual and team goals
• Identify potential areas of conflict with team members and methods to
overcome them, taking into consideration diversity issues
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.
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
38
Innovation and
Value Creation
The ability to:
• Listen to and contribute ideas and skills using appropriate communication
techniques to achieve team goal
• Recommend improvements to established policies and procedures in a
proactive manner
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:
• 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
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:
• 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
It refers to the ability
to develop and
improve one’s self
within and outside of
one’s area of work.
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
39
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-IP-102G-1 1-Sep-16 Initial Version WDA and STB
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
40
Skill Code HAS-PNI-2002-1.1
Skill Category Planning and Implementation
Skill Sub-Category
(where applicable) 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.
Knowledge and
Analysis
The ability to understand:
• Organisation structure, specific policies and Standard Operating Procedures
• Communication procedures relating to handling of messages and mails
• Classification and coding systems for filing documents
• Security and confidentiality requirements for documents
• Guidelines and procedures to operate office equipment
• Guidelines and procedures on copyright restrictions
It refers to
gathering,
cognitive
processing,
integration and
inspection of facts
and information
required to
perform the work
tasks and
activities.
Application and
Adaptation
The ability to:
• Carry out daily office routines
• Operate office equipment to complete a range of tasks
• Follow established protocols
It refers to the
ability to perform
the work tasks and
activities required
of the occupation,
and the ability to
react to and
manage the
changes at work.
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
41
Innovation and
Value Creation
N/A
It refers to the
ability to generate
purposive ideas to
improve work
performance
and/or enhance
business values
that are aligned to
organisational
goals.
Social
Intelligence and
Ethics
The ability to:
• Exercise tolerance and patience when interacting with others across
departments It refers to the
ability to use
affective factors in
leadership,
relationship and
diversity
management
guided by
professional codes
of ethics.
Learning to Learn The ability to:
• Update learning of new types of office tools and equipment for workplace
productivity
It refers to the
ability to develop
and improve one’s
self within and
outside of one’s
area of work.
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
42
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
HAS-PNI-2002-1.1 1-Sep-16 Initial Version WDA and STB
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
43
Skill Code SVCF-PL-101C-1
Skill Category Planning and Implementation
Skill Sub-Category
(where applicable) 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.
Knowledge and
Analysis
The ability to understand:
• Importance of one’s role in the service value chain
• Sources of information commonly sought by organisation’s customers
• Principles of effective team communication
• Organisation’s service standards
• Effective communication skills
• Types of service performance issues
• Organisation’s service escalation process
• Channels to identify service performance issues
It refers to
gathering,
cognitive
processing,
integration and
inspection of
facts and
information
required to
perform the work
tasks and
activities.
Application and
Adaptation
The ability to:
• Recognise the role that one plays in the service value chain
• Deliver service as part of a team according to the organisation’s service
standards
• Recognise opportunities and take initiative to assist colleagues in service
delivery
It refers to the
ability to perform
the work tasks
and activities
required of the
occupation, and
the ability to react
to and manage
the changes at
work.
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
44
Innovation and
Value Creation
The ability to:
• Recognise and escalate service performance issues that affect the
organisation’s service standards It refers to the
ability to
generate
purposive ideas
to improve work
performance
and/or enhance
business values
that are aligned
to organisational
goals.
Social
Intelligence and
Ethics
The ability to:
• Adhere to organisation’s professional code of conduct in service delivery
• Share information commonly sought by organisation’s customers with
colleagues to enhance the team’s performance in service delivery
It refers to the
ability to use
affective factors
in leadership,
relationship and
diversity
management
guided by
professional
codes of ethics.
Learning to
Learn
The ability to:
• Acquire information commonly sought by organisation’s customers to enhance
own ability to deliver service
It refers to the
ability to develop
and improve
one’s self within
and outside of
one’s area of
work.
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
45
Range of
Application
An organisation’s service value chain is made up of multiple stakeholders at different
levels, all of whom have a part to play within the organisation in upholding the
organisation’s service standards.
Service performance issues may be identified through the following channels:
• Customer feedback
• Observation of the service environment
• Mystery shopping results report
(where
applicable)
It refers to the
critical
circumstances
and contexts that
the skill may be
demonstrated.
Version Control
Version Date Changes Made Edited by
SVCF-PL-101C-1 1-Sep-16 Initial Version WDA and STB
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
46
Skill Code HAS-REM-2001-1.1
Skill Category Reservations Management
Skill Sub-Category
(where applicable) N/A
Skill Provide Reservation Services
Skill Description
This skill describes the ability to create, amend and cancel reservations, with
compliance to the property's policies and guidelines and in accordance with
legislative and regulatory requirements. It also includes performing start-of-shift
and end-of-shift activities.
Knowledge and
Analysis
The ability to understand:
• 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
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:
• 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
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.
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
47
Innovation and
Value Creation
The ability to:
• Recommend alternatives to guests/customers if requests for reservations
cannot be met
• Upsell room packages to guests/customers to increase revenue for the
property
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:
• 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
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:
• Seek feedback from supervisor and peers on ways to improve service quality
and selling techniques
It refers to the ability
to develop and
improve one’s self
within and outside of
one’s area of work.
Range of
Application
N/A
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be
demonstrated.
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
48
Version Control
Version Date Changes Made Edited by
HAS-REM-2001-1.1 1-Sep-16 Initial Version WDA and STB
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
49
Skill Code HAS-SNM-2003-1.1
Skill Category Sales and Marketing
Skill Sub-Category
(where applicable) N/A
Skill Apply Upselling and Suggestive Selling Techniques
Skill Description
This skill describes the ability to upsell, and provides suggestive selling to
guests/customers, based on the knowledge of the organisation’s products and
services. It also includes the ability to establish their requirements, and manage
guests/customers’ concerns or objections.
Knowledge and
Analysis
The ability to understand:
• 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
It refers to gathering,
cognitive
processing,
integration and
inspection of facts
and information
required to perform
the work tasks and
activities.
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
50
Application and
Adaptation
The ability to:
• Identify available sources of information on organisation’s products and
services, in accordance with organisational procedures
• Develop, access and maintain knowledge on organisation’s products and
services, in accordance with organisational procedures
• Provide acknowledgement to guests/customers, in accordance with
organisational standards
• Recommend, explain and highlight product features and benefits, in
accordance with guest/customer's requirements
• Perform follow-up actions, in accordance with organisational procedures
• Identify and explain a range of products and services, which best meet
guests/customers’ requirements
• Apply appropriate service techniques to encourage guests/customers to
experience recommended products and services, in accordance with their
requirements
• Determine reasons behind guests/customers’ concerns or objections, in
accordance with organisational procedures
It refers to the ability
to perform the work
tasks and activities
required of the
occupation, and the
ability to react to and
manage the
changes at work.
Innovation and
Value Creation
The ability to:
• Identify opportunities to perform upselling or suggestive selling, in
accordance with guests/customers’ requirements It refers to the ability
to generate
purposive ideas to
improve work
performance and/or
enhance business
values that are
aligned to
organisational goals.
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
51
Social Intelligence
and Ethics
The ability to:
• Keep up-to-date with changes in the organisation’s products and services,
in accordance with organisational procedures
• Demonstrate professionalism in managing concerns or objections, in
accordance with organisational standards
• Use appropriate questioning techniques to determine guests/customers’
requirements, in accordance with organisational procedures
• Clarify guests/customers’ requirements using appropriate communication
techniques, in accordance with organisational procedures
• Address queries, concerns or objections from guests/customers with a
positive note, in accordance with organisational procedures
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:
• Seek feedback from supervisor and peers on ways to improve upselling and
suggestive selling techniques to potential clients
It refers to the ability
to develop and
improve one’s self
within and outside of
one’s area of work.
Range of
Application
N/A
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be
demonstrated.
Version Control
Version Date Changes Made Edited by
HAS-SNM-2003-1.1 1-Sep-16 Initial Version WDA and STB
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR
FRONT OFFICE AGENT(OFFICER)/ GUEST RELATION(S) AGENT(OFFICER)/ GUEST SERVICE(S) AGENT(OFFICER)/
CALL CENTRE AGENT(OFFICER)
52
Definitions of the Five (5) Domains
Domain Definition
Knowledge and Analysis
Knowledge includes the gathering of facts and information through traditional and
digital forms. Analysis involves the cognitive processing, integration and inspection of
single or multiple sources of facts and information required to perform work tasks and
activities and takes into consideration, the work contexts in which the tasks and
activities are carried out. The result of knowledge and analysis produce judgements
on work tasks/activities/issues/areas, and the conceptualisation of solutions to solve
problems at work.
Application and Adaptation
Application involves the ability to perform work tasks and activities defined by the
requirements of the occupation. Adaptation involves the ability to react to and
manage the changes in the work contexts. The result of application and adaptation
leads to the production of psycho-motor actions and behavioural reactions to the work
tasks/activities/issues/areas, and the execution of the planned solutions to solve
problems at work.
Innovation and Value Creation
Innovation includes the ability to generate purposive ideas to improve work
performance and/or enhance business values that are aligned to the organisational
goals. As a result of innovation, the organisation is able to reap the values from
individual or team contributors to achieve organisational growth.
Social Intelligence and Ethics
Social intelligence includes the ability to appreciate and use affective factors in
leadership, relationship and diversity management guided by professional codes of
ethics as effective individuals or team contributors.
Learning to Learn
Learning-to-learn includes the ability to improve on self-development within and
outside of one’s area of work. It involves the continual inspection of one’s knowledge,
analytical, application, adaptive, innovative and social skills that are needed to
perform the work optimally and/or solve problems effectively.