· web viewit also includes managing basic desktop settings, files and folders and performing...

SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR

LINEN ROOM SUPERVISOR

Occupation: Linen Room Supervisor

Occupation Description:

The Linen Room Supervisor supervises the linen or uniform room operations such as the storage of linens, towels and staff uniforms. He/She responds to guests' requests for articles and ensures that the repairs and alteration works are completed according to the standards set by the hotel.

The Linen Room Supervisor establishes effective internal communications to ensure optimum teamwork and productivity. He/She works well under pressure in a fast-paced, shift work environment.

Important Points to Note about this Document

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

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

1



The skills expected of the Linen Room Supervisor are summarised as below:

Skill Category SkillAnalytical,

Conceptual and Evaluative

1. Demonstrate Initiative and Enterprising Behaviours

Customer Experience

2. Establish Relationships for Customer Confidence3. Monitor Guest/Customer Experience4. Resolve Guests/Customers’ Concerns and Feedback

Environmental Sustainability 5. Implement Sustainable Operations Using Green Initiatives

Housekeeping Operations 6. Supervise Linen/Uniform Room Operations

Infocomm Technology 7. Use Basic Functions and Applications of a Computer

Innovation 8. Engage in Service Innovation Initiatives

People and Relationship Management

9. Facilitate Effective Communication and Engagement at the Workplace

10. Facilitate Effective Work Teams

People Management

11. Develop and Motivate Team Members Through Capability Development

Personal Management and

Development

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

13. Develop Personal Effectiveness at Supervisory Level

Planning and Implementation

14. Assign Work15. Conduct Stocktaking16. Monitor Asset and Inventory

Results Achievement

17. Monitor and Reward Performance in a Team to Support Achievement of Results

Workplace Safety and Security 18. Monitor Workplace Safety and Security

2



Skill Code ES-ACE-101G-1Skill Category Analytical, Conceptual

and EvaluativeSkill 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

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

The ability to understand:

Initiative attributes that one should possess and display and their characteristics

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

Application and Adaptation

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

The ability to:

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

3



Innovation and Value Creation

The ability to:

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 goal attainment 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

4



Skill Code SVCF-CS-301C-1Skill Category Customer Experience

Skill Sub-Category(where applicable)

N/A

Skill Establish Relationships for Customer Confidence

Skill Description

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




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

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:

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

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

5



Social Intelligence and Ethics

N/A

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:

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.


Version Control


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

6



Skill Code HAS-CEX-3001-1.1Skill Category Customer Experience


N/A

Skill Monitor Guest/Customer Experience

Skill Description

This 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.

Knowledge and Analysis The ability to understand:

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



N/A


The ability to:

Seek co-operation from colleagues to participate in service performance audits for monitoring guests/customers’ experiences


7




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


Range of Application Regulatory guidelines must include:

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


Version Control


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

8



Skill Code HAS-CEX-3002-1.1Skill Category Customer Experience


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


The ability to:

Seek dialogue with guests/customers to clarify concerns and feedback


9



Learning to Learn


The ability to:

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

Range of Application Regulatory guidelines must include:



Version Control


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

10



Skill Code HAS-ENV-4001-1.1Skill Category Environmental

SustainabilitySkill Sub-Category(where applicable)

N/A

Skill Implement Sustainable Operations Using Green Initiatives

Skill Description

This skill describes the ability to promote understanding and awareness of sustainability programmes. It also includes providing support to the implementation of sustainability strategies, monitoring and reviewing sustainability programmes and activities.




Organisational sustainability strategies, tools and resources Relevant industry sustainability guidelines Principles of effective communication and interpersonal techniques Links between sustainability strategies and other aspects of

organisation strategy Impact of changes on sustainable work process improvements Effectiveness of sustainability programme and activities against best

practices


The ability to:

Promote understanding and awareness of sustainability programmes Provide support to the implementation of sustainability strategies Monitor and review sustainability programmes and activities


N/A


11




The ability to:

Demonstrate belief in organisation's sustainability programmes when communicating them to staff



Keep abreast of changes to Industry sustainability guidelinesIt refers to the ability to develop and improve one’s self within and outside of one’s area of work.Range of Application

Legal and other organisational guidelines must include:

3R Programme for Hotels by National Environmental Agency (NEA) Building and Construction Authority’s Green Mark Standard Singapore Service Class Award ISO 9001-2008 Quality Management Systems ISO 14001 Environmental Management Systems ISO 20121 Event Sustainability Management Systems APEX-ASTM Environmentally Sustainable Meeting Standards Global Reporting Initiative (GRI) Event Organizer Sector Supplement

(EOSS) Eco-certification e.g. Singapore Environment Council's Eco-Office


Version Control


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

12



Skill Code HAS-HKO-4003-1.1Skill Category Housekeeping

OperationsSkill Sub-Category(where applicable) N/A

Skill Supervise Linen/Uniform Room Operations

Skill DescriptionThis skill describes the ability to perform start-of-shift activities and oversee linen and uniform rooms. It also includes handling operational concerns and feedback, and performing end-of-shift activities.


Role of supervisor Principles of effective communication and interpersonal techniques Significance of performing start-of-shift and end-of-shift activities Objectives of staff briefings Guidelines on work hazards and unsafe work practises related to the

Workplace Safety and Health Act Strategies for service recovery



The ability to:

Perform start-of-shift and end-of-shift activities Oversee linen and uniform rooms Handle operational concerns and feedback



N/A



The ability to:

Demonstrate fairness in decision-making when organising resources for linen and uniform room operations

It refers to the ability to use affective factors in leadership, relationship and diversity management

13



guided by professional codes of ethics.


Keep abreast on staff movements and attendance, in consideration of resource planning for linen and uniform room operations




Version Control


HAS-HKO-4003-1.1 1-Sep-16 Initial Version WDA and STB

14



Skill Code ES-FSI-111G-1Skill Category Infocomm Technology


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.




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

device Practices to protect environmental well-being when using a

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



The ability to:

Manage desktop settings in a computer using basic operating system functions

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

Perform basic word processing functions using a word processing application

Perform basic spreadsheet functions using a spreadsheet application

Perform basic online communication functions using online communication applications

15




The ability to:

Adopt practices to improve personal well-being when using a computer or device


The ability to:

Seek assistance and guidance from peers on difficulties and problems faced when using a computer or device



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




Version Control


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

16



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


N/A

Skill Engage in Service Innovation Initiatives

Skill Description

This skill describes the ability to apply service innovation to enhance the organisation’s service value chain. It also includes leveraging on opportunities that are available for a service staff to generate ideas that contribute to service innovation.



Importance of service innovation Types of service innovation Methods to generate potential service innovation ideas Methods to evaluate potential service innovation ideas Types of mock-ups of service innovation ideas Process of presenting mock-ups Types of stakeholder decisions and follow-up actions

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:

Generate service innovation ideas that may transform the customer experience

Document ideas in accordance with organisational procedures



The ability to:

Evaluate service innovation ideas in accordance with evaluation criteria

Refine ideas taking into account stakeholders’ inputsIt refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.

17




The ability to:

Present mock ups of service innovation ideas to stakeholdersIt refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.


Examine own performance in contributing to service innovation in the organisation


Range of Application Service innovation may be defined as changes in the product or service offering that is aimed at transforming the customer’s experience.

Types of service innovation must include: Product People Place Process

Customer experience is the sum of all experiences a customer has with an organisation and its product or service. A positive customer experience makes the customer feel happy, satisfied, justified, valued, served and cared for throughout their relationship with the organisation. The ability to deliver a positive customer experience enhances customer loyalty and retention.


Version Control


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

18



Skill Code ES-IP-301G-1Skill Category People and Relationship

ManagementSkill Sub-Category(where applicable)

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



The ability to:

Seek opportunities for growth and innovation and new ways of thinking as well as additional management options


19




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

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:

Resolve conflict using appropriate conflict resolution strategies, approaches and techniques




Version Control


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

20



Skill Code ES-IP-302G-1Skill Category People and Relationship

ManagementSkill Sub-Category(where applicable)

N/A

Skill Facilitate Effective Work Teams

Skill Description

This skill describes the ability to facilitate work team activities and improve a team’s performance by promoting ownership and commitment amongst team members. It also includes working on goals and targets set, maintaining positive relationships and providing support and opportunities for individual and team contributions.




Rationale for communicating thoughts and feelings to justify a position and responsibilities assigned to team members

Importance of the different roles in a team for achieving team goals and objectives

Principles for setting goals and targets for individual and team Characteristics of diversity and its impact on the relationship among

team members Importance of creating opportunities for team members to contribute

ideas and skills Differences between constructive and destructive criticism Communication techniques to facilitate a discussion



The ability to:

Provide resources, assistance and support needed by team members to complete projects or work activities

Analyse project control reports and performance assessment results to ascertain team performance and provide feedback and criticism to team members using appropriate communication techniques

Involve team members in the planning of work activities to promote ownership and commitment to work plan

Delegate duties and responsibilities taking into consideration the competencies of individual team members

21




The ability to:

Provide opportunities for team members to contribute ideas and skills and maintain positive relationships amongst them




The ability to:

Provide and clarify with team members on work-related information using appropriate communication techniques

Communicate thoughts and feelings to justify a position and responsibilities assigned to team members and persuade and influence them

Communicate to team members the importance and interdependence of each role and promote the benefits of diversity within the team

Communicate and agree on individual and team goals and targets to be achieved

Communicate team performance and related issues of concern to management and provide recommendations to address them


Respond to criticism to provide possible resolutions and seek improvement




Version Control


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

22



23



Skill Code LPM-DEV-301C-0Skill Category People Management


N/A

Skill Develop and Motivate Team Members through Capability Development

Skill DescriptionThis skill describes the ability to identify and address skill development needs of team members to enhance team capability. It also includes motivating team members’ independence on capability development.




Legal and ethical considerations relating to the identification of individual capability development requirements

Organisational policies and procedures relating to employee capability development

Relevant professional or industry codes of practice and standards relating to management of capability development as a team leader

Communication channels relevant for disseminating information regarding capability development

Market trends and developments on new and emerging skill requirements, and learning and development



The ability to:

Review team and organisational business plans to identify new and emerging skill requirements

Communicate expectations of team performance and work with team members to identify current and future skill requirements

Translate team members’ skill requirements into learning and development plans to facilitate training and development implementation

Identify learning and development opportunities to support the development of team member skills

Encourage and support team members to identify, develop and share their skills and experiences to improve their capabilities and performance and enhance team effectiveness


The ability to:

Review effectiveness of the team’s capability development approach to identify areas for improvement


24




The ability to:

Demonstrate empathy by understanding performance lapse of team members and encouraging them to learn from mistakes to improve future performance



Engage in regular self-reflection to identify own areas for improvement in motivating team learning

Improve own ability to motivate team learning by subscribing to diverse learning channels and participating in peer discussion platforms to enhance workplace performance




Version Control


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

25



Skill Code ES-PMD-303G-1Skill Category

Personal Management and Development

Skill Sub-Category(where applicable) 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

26



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


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

Learning to Learn


The ability to:

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

Behaviours that demonstrate application of emotional intelligence must include:


27



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’

contributions Demonstrating common feelings with team members (e.g.

excitement, disappointment, et cetera) Responding to team members taking into account their profile and

Version Control


ES-PMD-303G-1 1-Sep-16 Initial Version WDA and STB

28



Skill Code ES-PMD-301G-1Skill Category

Personal Management and Development


Skill Develop Personal Effectiveness at Supervisory Level

Skill Description

This skill describes the ability to apply knowledge and life skills, relate them to roles and responsibilities in the workplace and contribute to their effectiveness as a team leader or supervisor. It also includes using time management techniques, maintaining a work-life balance, managing stress and personal finances.




Types of motivational factors affecting personal goal setting and achievement

Factors that may affect the achievement of departmental goals Benefits of organising and prioritising work activities according to

goals set Practices that promote personal well-being and aspects of personal

management Issues and problems related to personal and family responsibilities

and their impact on work Common sources of assistance available to support personal

management Various budgeting techniques and their features to manage personal

expenses Factors to consider when using and maintaining credit to ensure

one's financial stability



The ability to:

Analyse personal goals and align them to departmental goals Examine personal role and responsibilities and their contribution to

departmental success Plan, organise and execute personal work activities to achieve

departmental goals Support the implementation of work-life balance programmes to

achieve organisational effectiveness

29




The ability to:

Identify causes of stress that affect self and team and apply stress management techniques to deal with them


The ability to:

Apply emotional intelligence and people-management techniques to get assistance from appropriate people such as managers, peers and subordinates



Examine personal strengths and weaknesses, apply strategies to overcome weaknesses and use personal strengths to contribute towards the achievement of departmental goals

Establish own existing financial position using appropriate tools and explain how to manage such a position




Version Control


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

30



Skill Code HAS-PNI-4001-1.1Skill Category Planning and

ImplementationSkill Sub-Category(where applicable)

N/A

Skill Assign Work

Skill DescriptionThis skill describes the ability to develop work plans, assign work activities to others, monitor and provide feedback for work assigned. It also includes the ability to follow up, review and complete assigned work.




Organisation chart, types and characteristics of work activities and their implementation procedures

Job responsibilities and capabilities of individuals Principles of fairness and equal opportunities in assigning

responsibilities and authority Principles of specific, measurable, attainable, relevant and time-

bound (SMART) goals Guidelines to work hazards and unsafe work practises related to the

Workplace Safety and Health Act Principles of after-action reviews Types of brainstorming techniques and their benefits Key performance indicators (KPIs)



The ability to:

Develop work plans Assign work activities to others Monitor and provide feedback for work assigned Follow up, review and complete assigned work


The ability to:

Create a platform for feedback on work assignment and work flow improvements


31




The ability to:

Demonstrate fairness to staff in decision-making when assigning work to team



Evaluate own role and responsibilities when assigning work to team




Version Control


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

32





N/A

Skill Conduct Stocktaking

Skill DescriptionThis skill describes the ability to prepare to conduct inventory, conduct stock-takes, receive and replenish stock. It also includes the ability to complete procedures for conducting inventory.



Workplace Safety and Health Act Stock-taking documentations Irregularities related to the preparation to conducting inventory Methods of stock arrangements and sorting stock Storage procedures Organisational procedures for ordering stock

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:

Prepare to conduct inventory Conduct stock-take Receive and replenish stock Complete procedure for conducting inventory


N/A


The ability to:

Communicate with colleagues to explain the processes and accuracy of stock-take documentations

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

33



ethics.


Update own learning by participating in discussions on alternative deployment of resources to conduct inventory audits




Version Control



34





N/A

Skill Monitor Asset and Inventory

Skill Description

This skill describes the ability to participate in asset and inventory inspections and co-ordinate asset and inventory control audits. It also includes to monitoring asset and inventory control practices for compliance.




Asset Inventory System (AIS) Key elements of asset and inventory inspections, including the types

of inspection findings and legal requirements Methods to support implementation of asset and inventory

inspections Asset and inventory control practices, data and audit plans Guidelines on checking asset and inventory controls for compliance Documentation procedures


The ability to:

Participate in asset and inventory inspections Co-ordinate asset and inventory control audits Monitor asset and inventory control practices for compliance


N/A


35




The ability to:

Cooperate with colleagues by participating in asset and inventory control audits to meet regulatory requirements



Participate in peer review discussions on alternative asset and inventory control measures, to meet organisational compliance




Version Control



36



Skill Code LPM-RES-301C-0Skill Category Results Achievement


Skill Monitor and Reward Performance in a Team to Support Achievement of Results

Skill DescriptionThis skill describes the ability to implement team plans and monitor team’s progress towards the achievement of results. It also includes managing and rewarding team performance.




Organisational policies and procedures relating to interpretation and implementation of plans, and performance management processes and tools

Legal and ethical considerations relating to performance management and performance contracts

The relationship between business objectives and the development and implementation of plans and processes at the team level

The relationship between high level strategy and performance management processes at the team level

Implications and impact of performance management process on employees and the organisation

37





The ability to:

Work with team members to interpret team plans to seek common understanding

Allocate tasks and resources to team members based on each individual’s skills, knowledge and experiences to ensure optimal deployment of team members

Negotiate and document the deliverables and performance expectations of each team member to track achievement of results

Lead team performance and monitor implementation of team plans to generate desired results

Provide regular feedback to team members to maintain awareness of expected and actual performance

Monitor and assess emerging risks that may impact on team performance and identify appropriate control and contingency measures to address risks

Report on evaluation of team plan implementation to update management team

Manage and reward employee performance to ensure performance standards are met in accordance to team requirements

Identify learning and development programmes to support team and own performance


The ability to:

Work with team members to evaluate outcomes of team plan implementation and team performance against success criteria to determine areas for improvements


The ability to:

Assess emotional states of team members and respond appropriately to emotional cues when managing team performance to ensure individual needs are addressed


38




Keep abreast of performance management processes by subscribing to diverse learning channels and participating in peer discussions to enhance own competence in managing performance management


Range of Application

N/A


Version Control


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

39



Skill Code HAS-WSS-4001-1.1Skill Category Workplace Safety and

SecuritySkill Sub-Category(where applicable) N/A

Skill Monitor Workplace Safety and Security

Skill Description

This skill describes the ability to identify workplace safety and security concerns and inspect safe usage of equipment. It also includes monitoring responses to emergencies and safeguarding the privacy and security of property, guests/customers.




Guidelines on work hazards and unsafe work practises related to the Workplace Safety and Health Act

Manufacturer’s instructions on safe usage of equipment Usage of appropriate Personal Protective Equipment (PPE) Guidelines for monitoring and maintenance of equipment Guidelines for assisting emergency services providers and reporting

potential safety or security concerns


The ability to:

Identify workplace safety and security concerns Inspect safe usage of equipment Monitor responses to emergencies Safeguard privacy and security of property, guests/customers


The ability to:

Set up communication channels to report on potential safety or security concerns


40




The ability to:

Seek co-operation amongst colleagues to safeguard privacy and security of property, guests/customers



Keep abreast of changes to organisational facilities and work areas, in consideration of workplace safety and security


Range of Application Types of legal requirements must include:



Version Control


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

41

SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR


42

SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR


Definitions of the Five (5) Domains

Domain Definition


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


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


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


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

Learning to Learn

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

43

· web viewit also includes managing basic desktop settings, files and folders and performing...

Documents