€¦ · web viewit refers to the ability to develop and improve one’s self within and outside...

SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FORASSISTANT CONCIERGE

Occupation: Assistant Concierge

Occupation Description:

The Assistant Concierge delivers outstanding guest/customer service by extending warm greetings to guests/customers and assisting them with transportation, restaurant, tours and entertainment requests professionally. The Assistant Concierge should have working knowledge of the property management system to aid in his/her job functions. He/She should be resourceful with local features, eateries and major attractions, as well as events/activities within and beyond the property.

The Assistant Concierge should be a personable and approachable individual with good interpersonal skills. He/She must be able to thrive in a fast-paced, shift work environment and has the ability to analyse, evaluate and solve problems. He/She mentors junior team members and performs clerical duties when required. The Assistant Concierge is also expected to assist arriving/departing guests/customers with luggage deliveries, luggage storage and room changes. Feedback from guests/customers and other departments would be gathered and reported to the Chef Concierge/Supervisor. He/She should be aware of the property's safety regulations and support any other workplace safety initiatives, as approved by the management.

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 Assistant Concierge are summarised as below:

Skill Category Skill

Analytical, Conceptual and

Evaluative1. Demonstrate Initiative and Enterprising Behaviours

Communications 2. Identify and Establish Internal and External Stakeholder Relationships

Customer Experience

3. Establish Relationships for Customer Confidence4. Monitor Guest/Customer Experience5. Resolve Guests/Customers' Concerns and Feedback

Front Office Operations and

Services6. Provide Concierge and Uniformed Services

Infocomm Technology 7. Perform Online Collaboration

Information and Results 8. Acquire Industry Knowledge

Leadership 9. Role Model the Service Vision

People and Relationship Management

10. Coach and Motivate a Diverse Workforce11. Facilitate Effective Communication and Engagement at the

Workplace

Personal Management and

Development

12. Apply Emotional Competence to Manage Self and Team at the Workplace

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Skill Code ES-ACE-101G-1

Skill Category Analytical, Conceptual and Evaluative

Skill Sub-Category (where applicable)

N/A

Skill Demonstrate Initiative and Enterprising Behaviours

Skill Description

This skill describes the ability to demonstrate innovation and initiative to initiate and sustain continuous improvement at the workplace. It also includes identifying, evaluating and managing risks associated with innovating and taking initiative.

Knowledge and Analysis

The ability to understand:

Initiative attributes that one should possess and display and theircharacteristics

Thinking skills and process for generating innovative outcomes and identifying

related risks and their features Potential obstacles to creativity and innovation and how they can be

managed Ethics relating to innovation Types of risks associated with new initiatives and periodic initiatives Ways to identify possible risks for innovation Ways to assign and determine probability of risks identified Corrective actions to deal with risks Factors to consider for selection of the most appropriate mode of

communication Skills required for an effective self-directed individual and team

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:

Develop an action plan to implement the selected risk strategy in consultation with stakeholders using the most suitable mode of communication

Monitor the risks identified at individual level to implement action plan and update risk response plan using appropriate measurements

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:

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Show initiative in identifying opportunities and goals for continuous improvement in workplace performance

Review new initiatives for possible risks and recommend corrective actions and an appropriate strategy to deal with identified risks

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 stakeholders' interests and concerns and discuss with stakeholders to garner concurrence on potential areas and/or practices for innovation at the workplace

Demonstrate innovative and enterprising behaviours to improve business performance in accordance with regulatory requirements and ethics

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:

Translate ideas into action with self-direction and sustain efforts for goalattainment in accordance with context requirements, best practices and future needs

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

ES-ACE-101G-1 1-Sep-16 Initial Version WDA and STB

Skill Code BM-COM-301E-1 Skill Category Communications

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Skill Sub-Category(where applicable)

N/A

Skill Identify and Establish Internal and External Stakeholder Relationships

Skill Description

This skill describes the ability to establish and maintain internal and external stakeholder relationships to support organisational objectives. It also includes identifying stakeholder groups and assessing relationships between organisation and different stakeholder groups.



Definition of stakeholders Criteria for grouping stakeholders Factors to consider when assessing stakeholder relationships Communication techniques Importance of trust in establishing stakeholder relationships Methods of building trust and addressing gaps within relationships based on

strengths and weaknesses



The ability to:

Identify types of stakeholder groups to determine relevant parties to engage with

Assess the relationships between organisation and different stakeholder groups to support and enhance communication efforts

Assess stakeholders’ relationships with each other to determine alignment of goals



The ability to:

Create networking opportunities to enhance relationships with various stakeholder groups to support organisational objectivesIt 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:

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Demonstrate social awareness to adapt to the emotional context of the social exchange to maintain stakeholder relationships



Engage in regular self-reflection to identify ways to improve stakeholder relationships to support organisational objectives

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


Version Control


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

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Skill Code SVCF-CS-301C-1

Skill Category Customer Experience


N/A

Skill Establish Relationships for Customer Confidence

Skill DescriptionThis skill describes the ability to build customer confidence in the organisation and develop customer relationships that build customer loyalty. It also includes handling service opportunities and escalated service challenges.



Methods to develop knowledge of organisation’s product or service offerings

Methods to establish customer rapport Types of follow up from customer interactions Types of service opportunities Types of escalated service challenges Methods to respond to service opportunities Methods to respond to escalated service challenges



The ability to:

Develop knowledge of organisation’s product or service offerings and customer profile

Respond to service opportunities to build customers’ confidence in the organisation

Follow up on customer interactions in accordance with the organisation’s guidelines



The ability to:

Build customer rapport with customers to increase customer loyalty and confidence in the organisation

Propose mutually acceptable solutions to escalated service challenges in accordance with the organisation’s service recovery procedures


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N/A



Stay abreast of the organisation’s product or service offerings through product launches or brochures to ensure the latest information is provided to customers


Range of Application Customer rapport refers to the gaining of trust and confidence of customers in

the organisation’s product or service. Organisations may wish to build rapport with customers to increase customer confidence in their product or service.

Customer confidence refers to the trust which customers have in an organisation’s product or service.

Escalated service challenges are unresolved service challenges escalated by service professionals.

(where applicable)

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

Version Control


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

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Skill Code HAS-CEX-3001-1.1



N/A

Skill Monitor Guest/Customer Experience

Skill DescriptionThis skill describes the ability to prepare and conduct service performance audits on site. It also includes the ability to analyse service performance outcomes and implement actions for service performance improvement.



Service performance standards and outcomes Methods of implementing service performance improvement solutions Guidelines for scheduling audit plans Job roles and tasks of service staff Methods for data collation Principles of effective communication and interpersonal techniques



The ability to:

Prepare service performance audits Conduct service performance audits on site Analyse service performance outcomes Implement actions for service performance improvement

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

N/A


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The ability to:

Seek co-operation from colleagues to participate in service performance audits for monitoring guests/customers’ experiencesIt refers to the ability

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


Evaluate own role and responsibilities for monitoring guests/customers’ experiences



Regulatory guidelines must include: Workplace Safety and Health Act Innkeepers’ Act(where applicable)


Version Control


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

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Skill Code HAS-CEX-3002-1.1



N/A

Skill Resolve Guests/Customers' Concerns and Feedback

Skill DescriptionThis skill describes the ability to investigate and handle concerns and feedback received from guests/customers. It also includes performing closure to resolve those concerns and feedback.



Guidelines for identifying, validating and addressing concerns and feedback from internal and external stakeholders

Principles of effective communication and interpersonal techniques Types of solutions to resolve guests/customers’ concerns and feedback Importance of incident reports



The ability to:

Investigate concerns and feedback received from guests/customers Handle guests/customers’ concerns and feedback Clarify and address guests/customers’ concerns and feedback Perform closure to resolve guests/customers’ concerns and feedback



The ability to:

Create easy-to-use platforms for guests/customers to convey concerns and feedback


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The ability to:

Seek dialogue with guests/customers to clarify concerns and feedbackIt 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 alternative solution to resolve guests/customers’ concern and feedback



Regulatory guidelines must include: Workplace Safety and Health Act Innkeepers’ Act(where applicable)


Version Control


HAS-CEX-3002-1.1 1-Sep-16 Initial Version WDA and STB

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Skill Code HAS-FOS-3002-1.1

Skill Category Front Office Operations and Services


N/A

Skill Provide Concierge and Uniformed Services

Skill Description

This skill describes the ability to perform start-of-shift activities and attend to arriving guests/customers. It also includes providing guests/customers with information and services, handling mail and packages, handling items for storage and collection, attending to departing guests/customers and performing end-of shift activities.



Importance of following start-of-shift and end-of-shift activities Importance of verifying stamp and cash float Personal grooming and attire Guidelines on Workplace Safety and Health Principles of effective communication, questioning and interpersonal

techniques Organisation’s duty of care towards guests/customers and team

members Organisation’s product offerings and services and their benefits Information sources for local features, including shopping, dining,

entertainment, transportation and tours Guidelines and techniques to perform upselling and suggestive selling

when providing information and services Role of concierge and uniformed services staff in providing positive first

and last impressions to arriving and departing guests/customers Guidelines for handling, safekeeping and transportation of

guests/customers' luggage and belonging Guidelines for handling, safekeeping and processing of

guests/customers’ faxes, mails, documents and packages Guidelines for handling problems related to guests/customers Importance of maintaining proper documentation related to concierge

services Guidelines and service standards for providing in-house-off-premise

reservations services for guests/customers Guidelines for handling payment for service rendered Benefits of providing appropriate reference materials when providing

information and service Limitations of Innkeepers’ Liability


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The ability to:

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

Maintain proper attire and professional grooming at all times Develop good knowledge of property's facilities and services, and of

local current attractions and events Provide guest/customers with information about attractions, facilities,

services and activities in, or outside, the property Attend to arriving and departing guests/customers, with utmost courtesy

and urgency, for all concierge requests Handle guests/customers’ faxes, mails, documents and packages, in

accordance with organisational procedures Handle guests/customers’ luggage and belongings for storage,

transportation and collection, in accordance with organisational procedures



The ability to:

Leverage on ICT-related resources to make information seamlessly accessible to guests/customersIt 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:

Be attentive and uncover additional guests/customers’ needs, and respond with relevant and accurate information to help them make decisions while linking features and benefits to their preferences

Verify the interests and preferences of guests/customers, and suggest alternatives if their requests cannot be accommodated at the point in time



Recognise own areas for development in providing concierge services, and consciously seek opportunities that will provide practice for the developmental need


Range of Application N/A

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(where applicable)


Version Control


HAS-FOS-3002-1.1 1-Sep-16 Initial Version WDA and STB

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Skill Code ES-FSI-309G-1

Skill Category Infocomm Technology

Skill Sub-Category (where applicable)

N/A

Skill Perform Online Collaboration

Skill Description

This skill describes the ability to demonstrate knowledge of the key concepts of online collaboration and apply skills to set up collaborative tools and services. It also includes performing online interaction and learning and using online collaborative tools and mobile technology.



Concepts relating to online collaboration Concepts relating to cloud computing Common setup features for online collaboration Concepts relating to online storage solutions Concepts relating to common web-based productivity applications Types of common social media tools to support online collaboration Implications of uploading posts and photos on social media Concepts relating to online learning environment Concepts relating to mobile collaboration Security considerations for use of mobile devices Concepts relating to mobile applications



The ability to:

Perform online collaboration, interaction and learning using appropriate functions of online collaborative tools and services

Perform mobile collaboration securely using mobile applications and appropriate functions of mobile devices



The ability to:

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Synchronise content between devices to allow easier access to information and improve efficiency



The ability to:

Set up collaborative tools and services in accordance to specific online collaboration requirementsIt refers to the ability

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


Participate in online learning by completing online courses and activities such as quizzes

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


Version Control


ES-FSI-309G-1 1-Sep-16 Initial Version WDA and STB

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Skill Code SVCF-IR-301E-1

Skill Category Information and Results


N/A

Skill Acquire Industry Knowledge

Skill Description

This skill describes the ability to analyse the impact of internal and external trends on the organisation. This also includes gathering relevant information and monitoring trends relevant to the industry in which the organisation operates in.



Types of information relevant to the industry in which the organisation operates in

Role of trade bodies and government agencies relevant to the industry in which the organisation operates in

Industry and sector in which the organisation operates in Internal and external trends in the industry and sector Methods to analyse impact of internal and external trends on the

industry in which the organisation operates in Types of networks relevant to the organisation’s industry



The ability to:

Gather information relating to the industry in which the organisation operates

Monitor internal and external trends relevant to the industry in which the organisation operates in



The ability to:

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Analyse internal and external trends and understand their impact on the organisation



The ability to:

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

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

Learning to LearnThe ability to:

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


Range of ApplicationTypes of information relevant to the organisation’s industry must include: New and emerging technologies Service operations processes Service-related trends Legislation Safety Market intelligence Employment Professional development

Role of trade bodies and government agencies relevant to the industry in which the organisation operates in must include:

Improving organisation’s competitiveness and profitability Representing the organisation’s interest at all levels of the legislative

and regulatory process Supplying information and providing advice to the organisation Promoting market opportunities Promoting innovation and technology transfer Offering commercial benefits Promoting collaboration between organisations

(where applicable)


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Promoting networking opportunities

Version Control


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

Skill Code SVCF-LS-301C-1

Skill Category Leadership

Skill Sub-Category(where applicable) N/A

Skill Role Model the Service Vision

Skill Description

This skill describes the ability to demonstrate the characteristics of a role model and promoting a customer-centric culture within the team to achieve service excellence. It also includes encouraging a team in service delivery and monitoring the performance of the team and oneself.



Characteristics of a role model Organisation’s vision, mission and values Methods to demonstrate the organisation’s vision, mission and values Methods to encourage team to deliver service Methods to promote a customer centric culture Methods to monitor performance of self and team



The ability to:

Demonstrate the characteristics of a role model that reflect the organisation's vision, mission and values

Promote a customer-centric culture within the service environment to achieve service excellence


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N/A



The ability to:

Encourage team to deliver service in accordance with organisation guidelinesIt refers to the ability to

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

Learning to LearnThe ability to:

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


Range of Application A role model sets an example for others by walking the talk and acting in ways that are consistent with organisational vision, goals and objectives. This must include: Performing tasks at all levels of the team structure Employing effective communication techniques Displaying the qualities and characteristics of a service professional

A customer-centric culture is one where there is strong desire for teams to provide value-added, positive consumer experience that leads to sustained competitive advantage in both the short-term and long-term for organisational success.

(where applicable)


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Version Control


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

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Skill Code HAS-PRM-3001-1.1

Skill Category People and Relationship Management


N/A

Skill Coach and Motivate a Diverse Workforce

Skill Description

This skill describes the ability to recognise profiles, capabilities and responsibilities of the hospitality workforce. It also includes coaching and motivating a diverse workforce, and reviewing effectiveness of coaching and motivation techniques used.



Types of diversity markers and their needs Implications of psychographic diversity markers in the organisation Different diversity challenges in the organisation Significance of diversity opportunities in the organisation Types of workforce staff capabilities Functions of hotel department staff and their respective roles Needs of workforce staff Methods for staff involvement in communication and consultative

processes Techniques for coaching, communicating and motivating staff to

participate in processes to improve skills Importance of monitoring staff performance and learning progress Objectives of identifying specific development issues Importance of developing new skills Purpose of consolidating gaps in coaching outcomes Facilitation methods for staff involvement in communication an

consultative processes Methods for involving staff in ranges of coaching and motivating

processes Approaches to identifying areas of improvement Importance of gathering feedback from relevant stakeholders


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The ability to:

Recognise profiles within the workforce, in accordance with organisational guidelines

Recognise capabilities and responsibilities of workforce staff, in accordance with organisational guidelines

Prepare for coaching sessions, in accordance with organisational guidelines

Coach and motivate a diverse workforce to develop new skills to overcome development issues at work

Review effectiveness of coaching and motivation techniques



The ability to:

Leverage on multiple platforms, if required, to enhance outcomes of coachingIt refers to the ability to



The ability to:

Identify the developmental needs of team member(s) to customise efficient coaching methods for addressing every member's skill requirements

Meet with team members regularly to provide on-going feedback on their progress and coach them on areas that will enhance their performance



Recognise own areas for development in coaching and motivating team members, and consciously seek opportunities that will provide practice for the developmental need


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(where applicable)


Version Control


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

25


Skill Code ES-IP-301G-1

Skill Category People and Relationship Management


N/A

Skill Facilitate Effective Communication and Engagement at the Workplace

Skill Description

This skill describes the ability to promote the use of effective communication within a team. It also includes using conflict resolution and negotiation strategies as well as building rapport with colleagues, stakeholders and customers.



Barriers to effective communication Methods to coach staff in using effective communication techniques Organisational and professional standards relating to communication Ways that various types of diversity issues affect one’s communication

and negotiation with others in the workplace Ways to validate information and history of conflict Possible causes, sources and benefits of conflict Sources of additional information, expert advice and mediation to assist

in conflict issues and assessment of a conflict situation Conflict resolution approaches and their characteristics Appropriate communication techniques for conflict resolution and

negotiation and their characteristics Negotiation styles and their characteristics Ways to confirm resolution of conflict and types of agreed follow-up

action



The ability to:

Maintain channels of communication to update staff on latest and relevant work-related information according to organisational communication policies and procedures

Promote effective communication among staff taking into account diversity issues

Assess conflict situation and develop appropriate conflict resolution strategies to negotiate issues towards a mutually acceptable outcome


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The ability to:

Seek opportunities for growth and innovation and new ways of thinking as well as additional management optionsIt refers to the ability to



The ability to:

Communicate organisational communication policies and procedures to staff and monitor their compliance

Use appropriate communication techniques and tools to suit different communication styles of people in formal and informal settings



Resolve conflict using appropriate conflict resolution strategies, approaches and techniques



(where applicable)


Version Control


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

27


Skill Code ES-PMD-303G-1

Skill Category Personal Management and Development


N/A

Skill Apply Emotional Competence to Manage Self and Team at the Workplace

Skill Description

This skill describes the ability to apply self-awareness techniques and model emotional intelligence principles to facilitate an understanding and management of oneself and others in a team. It also includes cultivating a positive emotional culture in the workplace.



Differences between cognitive intelligence and emotional intelligence Aspects of emotional intelligence Importance of emotional intelligence Benefits of applying emotional intelligence at work Different platforms to facilitate expression of thoughts and feelings by

team members Importance of developing emotional intelligence to build positive

relationships Domains of emotional intelligence and their applications Methods for development of emotional intelligence and its features



The ability to:

Assess emotional states of team members and respond appropriately to emotional cues, taking into consideration the different cultures and background of team members



The ability to:

Promote a positive emotional climate at the workplaceIt refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.

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The ability to:

Model behaviours that demonstrate application of emotional intelligence Demonstrate flexibility and adaptability in dealing with team members

and making decisions, taking their emotions into account Provide opportunities for team members to express their thoughts and

feelings and assist them in understanding the effects of their behaviour and emotions on others at the workplace

Encourage team members to develop their own emotional intelligence to build positive relationships among one another to achieve team goals



Recognise own emotional states, the causes of those emotional states and its effects on own and team’s performance and interpersonal relationships at the workplace

Conduct self-reflection and gather feedback from team members to identify personal strengths and weaknesses for development of own emotional intelligence


Range of Application Definition of cognitive intelligence must include: Intellectual abilities such as logic, reason, reading, writing, analysing

and prioritising

Definition of emotional intelligence must include: Awareness of own emotions and ability to regulate them Awareness of the emotions of others and the ability to use the

knowledge to manage interactions with others

Aspects of emotional intelligence must include: Understanding oneself, personal goals, intentions, responses, behaviour

and all Understanding others and their feelings

Domains of emotional intelligence must include:

(where applicable)


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Knowing one’s emotions Managing one’s emotions Motivating oneself Recognising and understanding others’ emotion Managing relationship through use of emotional intelligence

Behaviours that demonstrate application of emotional intelligence must include: Paying attention to other’s body language, tone of voice and facial cues Taking interest in team members and their work Acknowledging and showing appreciation for team members’

contributionsVersion Control


ES-PMD-303G-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 viewit refers to the ability to develop and improve one’s self within and outside...

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