· Web viewThe Assistant Event Services Manager/Assistant Conference Services Manager/Events...

SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICESSKILLS STANDARDS FOR

ASSISTANT EVENT SERVICES MANAGER/ASSISTANT CONFERENCE SERVICES MANAGER/EVENTS SERVICES EXECUTIVE/CONFERENCE

SERVICES EXECUTIVE

Occupation: Assistant Event Services Manager/Assistant Conference Services Manager/ Events Services Executive/Conference Services Executive

Occupation Description:

The Assistant Event Services Manager/Assistant Conference Services Manager/Events Services Executive/Conference Services Executive solicits and books all types of events or corporate business from various sources or leads. He/She responds promptly to all telephone and walk-in enquiries about events and catering space, and possesses good knowledge in all banquet spaces, facilities and capabilities of the competitive market to secure events for the property.

The Assistant Event Services Manager/Assistant Conference Services Manager/Events Services Executive/Conference Services Executive assists guests/customers in programme planning, packaging and menu selection according to client's requirements and needs. He/She also has to conduct tours of the property with event planners and potential guests/customers, prepare the Banquet Event Order according to established procedures and standards, coordinate services for these events (accommodation, transportation, facilities, catering, security, special needs, displays and signages), finalise all bookings, and maximise all revenue potential by upselling in all revenue-producing areas.

The Assistant Event Services Manager/Assistant Conference Services Manager/Events Services Executive/Conference Services Executive is responsible for the quality of service, adherence to policies and procedures for the department, and after-sales service, in particular, guests/customers’ complaints.

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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SERVICES EXECUTIVE

The skills expected of the Assistant Event Services Manager/Assistant Conference Services Manager/ Events Services Executive/Conference Services Executive are summarised as below:

Skill Category Skill

Business Negotiation

1. Apply Basic Negotiation Skills and Techniques

Communications2. Write Reports

Customer Experience

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

Environmental Sustainability

6. Implement Sustainable Operations Using Green Initiatives

Information and Results

7. Acquire Industry Knowledge

Innovation8. Engage in Service Innovation Initiatives

Leadership9. Role Model the Service Vision

People and Relationship Management

10. Facilitate Effective Communication and Engagement at the Workplace

11. Facilitate Effective Work Teams

Personal Management and

Development

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

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Planning and Implementation

13. Implement Process Improvement Change

Project Management

14. Document Project Processes and Outcomes

Revenue Management

15. Apply Principles of Revenue Management

Sales and Marketing

16. Conduct Market Profiling17. Monitor Relationships with Customers18. Secure Prospect Commitment19. Sell Products and Services

Workplace Safety and Security

20. Monitor Workplace Safety and Security

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Skill Code BM-BN-301E-1

Skill Category Business Negotiation

Skill Sub-Category(where applicable) N/A

Skill Apply Basic Negotiation Skills and Techniques

Skill Description

This skill describes the ability to apply basic negotiation skills and techniques to achieve organisation’s desired position in a negotiation. It also includes identifying negotiation outcomes and responsibilities, preparing background information and documenting negotiation.

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:

Negotiation objectives Context of negotiation Social and cultural differences which may affect negotiation Interpersonal skills Communication and conflict resolution techniques Relevant precedents Components of minutes

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:

Identify negotiation outcomes in commercial situations to establish organisation’s desired position in the negotiation

Identify roles and responsibilities needed to support negotiation objectives

Prepare relevant background information to understand other parties’ position

Use negotiation processes and techniques to assist in achieving desired negotiation outcomes

Record negotiations for evaluation and documentation purposes

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Innovation and Value Creation

It 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:

Identify opportunities to strive for negotiation outcomes to add value to the organisation

Social Intelligence and Ethics

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

The ability to:

Manage self to maintain composure and self-confidence when conducting negotiations

Learning to Learn The ability to:

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

Engage in self-reflection to identify own areas for improvement in negotiation techniques

Improve own negotiation techniques by subscribing to learning channels and participating in review platforms with supervisors and peers to enhance own negotiation skills

Range of Application

(where applicable)

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

N/A

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Version Control

Version Date Changes Made Edited by

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

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Skill Code BM-COM-304E-1

Skill Category Communications


Skill Write Reports

Skill DescriptionThis skill describes the ability to write reports for submission. It also includes identifying the objectives and structure of the reports, drafting and proofreading, and seeking feedback to improve the reports.




Types of reports Sections of a report Report writing techniques Elements of a well-written report Methods of displaying data



The ability to:

Identify objectives of report in accordance with organisational procedures to meet organisational requirements

Consult relevant stakeholders to outline and structure reports Draft reports to effectively convey information to readers Proofread reports to minimise errors Submit reports to relevant stakeholders for their necessary action


The ability to:

Seek feedback from relevant stakeholders to determine areas of

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improvement



The ability to:

Adhere to organisational code of conduct, values and ethics when writing reports to ensure quality and integrity

Learning to Learn


The ability to:

Engage in self-reflection to identify own areas for improvement in report writing

Improve own report writing techniques by subscribing to learning channels to enhance own report writing skills for workplace application


(where applicable)


N/A

Version Control

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Skill Code SVCF-CS-301C-1

Skill Category Customer Experience


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

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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



N/A

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


(where applicable)


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

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by service professionals.

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

Skill Category Customer Experience


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

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N/A



The ability to:

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

Learning to Learn


The ability to:

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


(where applicable)


Regulatory guidelines must include:

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

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

Skill Sub-Category(where applicable)

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



It refers to the ability to generate purposive ideas to improve work

The ability to:

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

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performance and/or enhance business values that are aligned to organisational goals.



The ability to:

Seek dialogue with guests/customers to clarify concerns and feedback

Learning to Learn


The ability to:

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


(where applicable)


Regulatory guidelines must include:


Version Control


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

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Skill Code HAS-ENV-4001-1.1

Skill Category Environmental Sustainability


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

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N/A



The ability to:

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

Learning to Learn


The ability to:

Keep abreast of changes to Industry sustainability guidelines

Range of Application Legal and other organisational guidelines must include:

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(where applicable)


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

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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

Application and AdaptationIt 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:

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


It refers to the ability to generate purposive

The ability to:

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

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ideas to improve work performance and/or enhance business values that are aligned to organisational goals.



The ability to:

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

Learning to Learn


The ability to:

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


(where applicable)


Types of information relevant to the organisation’s industry must include:

New and emerging technologies Service operations processes Service-related trends Legislation Safety Market intelligence Employment Professional development

Role of trade bodies and government agencies relevant to the industry in which the organisation operates in must include: Improving organisation’s competitiveness and profitability Representing the organisation’s interest at all levels of the legislative

and regulatory process

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Supplying information and providing advice to the organisation Promoting market opportunities

Promoting innovation and technology transfer Offering commercial benefits Promoting collaboration between organisations Promoting networking opportunities

Version Control


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

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Skill Code SVCF-SI-101C-1

Skill Category Innovation


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



The ability to:

Generate service innovation ideas that may transform the customer experience

Document ideas in accordance with organisational procedures

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The ability to:

Evaluate service innovation ideas in accordance with evaluation criteria Refine ideas taking into account stakeholders’ inputs



The ability to:

Present mock ups of service innovation ideas to stakeholders

Learning to Learn


The ability to:

Examine own performance in contributing to service innovation in the organisation


(where applicable)


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

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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

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Skill Code SVCF-LS-301C-1

Skill Category Leadership


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 guidelines

Learning to Learn


The ability to:

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

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(where applicable)


A role model sets an example for others by walking the talk and acting in ways that are consistent with organisational vision, goals and objectives. This must include:

Performing tasks at all levels of the team structure Employing effective communication techniques Displaying the qualities and characteristics of a service professional

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

Version Control


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

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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

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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



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

Learning to Learn


The ability to:

Resolve conflict using appropriate conflict resolution strategies, approaches and techniques

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(where applicable)


N/A

Version Control


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

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Skill Code ES-IP-302G-1

Skill Category People and Relationship Management


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

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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

Learning to Learn


The ability to:

Respond to criticism to provide possible resolutions and seek improvement

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(where applicable)


N/A

Version Control


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

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Skill Code ES-PMD-303G-1

Skill Category Personal Management and Development


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

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The ability to:

Promote a positive emotional climate at the workplace



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


(where applicable)

It refers to the critical circumstances and

Definition of cognitive intelligence must include:

Intellectual abilities such as logic, reason, reading, writing, analysing and prioritising

Definition of emotional intelligence must include:

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contexts that the skill may be demonstrated.

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: 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

cultural differences and in ways that suit their individual styles (e.g. responding in a clear and strict manner, responding with a soft approach, etc.)

Applying empathy to others at the workplace Recognising impact of personal emotions on others Seeing setbacks as situational and circumstantial rather than a

pervasive personal flaw

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Skill Code HAS-PNI-3001-1.1

Skill Category Planning and Implementation


N/A

Skill Implement Process Improvement Change

Skill DescriptionThis skill describes the ability to confirm areas for process improvement. It also includes the ability to implement, monitor and finalise process improvement change.




Guidelines for confirming areas for process improvement Guidelines for determining well-defined process improvement

objectives Guidelines for developing action plans for implementing process

improvement change Guidelines for checking effectiveness of process improvement change Policy and procedures on developing plan for implementing process

improvement change Methods of data analysis Guidelines for integrating new recommendations in process

improvement plan Steps in obtaining approval from process stakeholders



The ability to:

Confirm areas for process improvement Implement process improvement change Monitor process improvement change Finalise process improvement change

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N/A



The ability to:

Communicate with stakeholders to establish concerns in implementation of process improvement change

Learning to Learn


The ability to:

Examine own role and performance between achieved outcomes and objectives of organisation


(where applicable)


Types of legal requirements includes:


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Version Control


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

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Skill Code BM-PM-306E-1

Skill Category Project Management


Skill Document Project Processes and Outcomes

Skill Description

This skill describes the ability to execute project documentation processes. It also includes identifying documentation policies, creating templates for filing, implementing documentation procedures and storing documents for future retrieval.




Organisational processes to identify and store documents Types of project templates



The ability to:

Identify project documentation processes and policies relating to recording and retrieving of essential project data throughout the project lifecycle

Create necessary project templates for filing purposes Execute project documentation procedures to ensure adherence to

project documentation plan Collect and store documents upon project closure and hand-off stage

or phase to ensure easy retrieval in the future


It refers to the ability to generate purposive ideas to improve work

The ability to:

Evaluate effectiveness of project documentation process and identify areas for improvement

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performance and/or enhance business values that are aligned to organisational goals.



The ability to:

Adhere to organisational code of conduct, values and ethics when documenting project processes and outcomes to ensure information integrity and accuracy for auditing purpose

Learning to Learn


The ability to:

Study best practices in project documentation process and ascertain its applicability to the organisation


(where applicable)


N/A

Version Control


BM-PM-306E-1 1-Sep-16 Initial Version WDA and STB

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Skill Code HAS-REV-4001-1.1

Skill Category Revenue Management


Skill Apply Principles of Revenue Management

Skill Description

This skill describes the ability to apply concepts and key characteristics of revenue management. It also includes understanding key performance indicators (KPI) of rooms revenue management and profitability, and applying the principles of value-based pricing for a best available rate strategy.




Principles of revenue management, as applied to rooms revenue management

KPI of rooms revenue management and profitability Measurement of revenue management strategies Interpretation of benchmark reports generated for the organisation and

competitors Market segmentation through customer definitions Calculation of internal and external performance measurements in

revenue management Creation of a competitor set Value based pricing and pricing models

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The ability to:

Apply concepts of revenue management, using the organisation’s rooms inventory

Create operational road maps for rooms allocation and pricing Determine break-even points and profitability Determine the market segments and demand drivers of the

organisation Create forecasting dashboards and use key metrics to develop

working forecasts Calculate performance measurements, which include occupancy, ADR,

RevPAR, TrevPAR, and GOPPAR, FMS, ARI, MPI and RGI Interpret benchmark reports generated on the organisation and

competitors



The ability to:

Create a competitor set to perform competitor analysis against the organisation's KPI



The ability to:

Communicate the organisation’s rooms revenue management to other team members

Learning to Learn The ability to:

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Seek ways to improve reservation confirmation rates, using revenue management strategies


(where applicable)


N/A

Version Control


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Skill Code BM-SM-302E-1

Skill Category Sales and Marketing


Skill Conduct Market Profiling

Skill DescriptionThis skill describes the ability to conduct market profiling. It also includes identifying target market segments, establishing marketing position and seeking review from stakeholders on the proposal.




Sources of information for segmenting markets Methods for interpreting primary and secondary data Considerations for determining relevance of market segments Approaches to determining total market Characteristics of market segments Targeting strategies Components of implementation plans for positioning options



The ability to:

Segment markets in accordance with chosen criteria to support organisational business strategy

Identify and profile target market segments for organisation to support organisational business strategy

Establish positioning options based on market segmentation to support organisational business strategy

Report positioning options to relevant stakeholders for review in accordance with organisational procedures

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The ability to:

Seek inputs from peers and supervisors to improvise the market profiling proposal to enhance marketing outcomes for the organisation



The ability to:

Demonstrate openness to feedback when seeking inputs from stakeholders to enhance market profiling proposal

Learning to Learn


The ability to:

Augment own knowledge on market profiling by subscribing to diverse learning channels to ensure continuous learning for workplace application


(where applicable)


N/A

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Skill Code HAS-SNM-3002-1.1



Skill Monitor Relationships with Customers

Skill DescriptionThis skill describes the ability to establish systems to monitor customers' activities and obtain customers’ feedback. It also includes analysing customers’ feedback and activities to identify areas for improvement.




Stakeholders’ involvement in customers’ feedback Importance of obtaining, monitoring and validating customers’ feedback

and activities Sources of customer feedback and activities, and their historical data Legal and ethical issues when dealing with customers Relationship between customers’ activities and feedback Internal and external factors influencing customers’ activities Possible solutions to address internal and external issues affecting

customers’ activities



The ability to:

Identify methods for collecting feedback from customers, in line with business operations

Implement and maintain the system and records of customers’ feedback and their activities, in accordance with organisational procedures

Collect and validate both qualitative and quantitative data on customers’ activities, in accordance with organisational procedures

Report abnormalities and analysis of data, and take necessary actions in accordance with organisational procedures

Collate data and identify trends in feedback and activities, in accordance with organisational procedures

Compare current trends with historical data, in line with business operations

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The ability to:

Identify unfavourable trends or abnormalities, in consultation with relevant internal stakeholders

Propose solutions for unfavourable trends or abnormalities, in consultation with relevant stakeholders



The ability to:

Consult stakeholders to determine implementation processes and procedures, in accordance with organisational procedures

Learning to Learn


The ability to:

Seek feedback from supervisor and peers on ways to collate feedback and analyse data more effectively and efficiently


(where applicable)


N/A

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Version Control


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Skill Code BM-SM-312E-1



Skill Secure Prospect Commitment

Skill DescriptionThis skill describes the ability to identify and interact with potential customers to close sales. It also includes negotiating with prospects and finalising and documenting sales agreement.




Methods of responding to prospects’ interest Agreement terms



The ability to:

Identify and prospect with potential customers to obtain new business Obtain mutual agreement and approvals to close the sale and finalise

the agreement Conduct documentation processes in accordance with

organisational procedures to complete the sale agreement

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SERVICES EXECUTIVE



The ability to:

Review documentation process for closing sales to identify areas for improvement



The ability to:

Identify prospects’ needs and act with their interests in mind when negotiating to achieve sales

Learning to Learn


The ability to:

Improve own negotiation skills by subscribing to learning channels and participating in review platforms with supervisors and peers to enhance own performance in securing prospect commitment


(where applicable)


N/A

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SERVICES EXECUTIVE

Version Control


BM-SM-312E-1 1-Sep-16 Initial Version WDA and STB

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SERVICES EXECUTIVE

Skill Code HAS-SNM-3003-1.1



Skill Sell Products and Services

Skill DescriptionThis skill describes the ability to be sales farmers and hunters, to determine guests/customers’ wants and needs to achieve sales completion and process payments.




Products and services offered by the property Sources of information about products and services Common requests and needs of guests/customers Guidelines for client interaction Do’s and dont’s of sales etiquette Types of communications skills Cross selling and other selling techniques Payment methods and handling processes accepted by the property



The ability to:

Develop knowledge of products and services Source for new clients to build customer base Establish rapport when communicating with guests/customers and

anticipate their needs by observing verbal and non-verbal cues Establish accurate information and availability of products and services Close sales, clarify details and process adjustments to sales, before

conclusion of payment with organisational procedures Use sales equipment to record charges or products and services, in

accordance with organisational procedures

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SERVICES EXECUTIVE

Innovation andValue Creation


The ability to:

Adopt suitable selling techniques to make sales in line with clients’ needs, and in accordance with organisational guidelines

Respond to cultural differences and preferences of guests/customers’ profiles and needs

Anticipate needs of new and regular guests/customers Enquire on guests/customers’ requirements and address clients’

concerns



The ability to:

Ensure that sales is completed in accordance with organisational procedures and guidelines

Learning to Learn


The ability to:

Update own learning in pitching and closing sales effectively


(where applicable)


N/A

60



SERVICES EXECUTIVE

Version Control


HAS-SNM-3003-1.1 1-Sep-16 Initial Version WDA and STB

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SERVICES EXECUTIVE

Skill Code HAS-WSS-4001-1.1

Skill Category Workplace Safety and Security


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

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SERVICES EXECUTIVE



The ability to:

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



The ability to:

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

Learning to Learn


The ability to:

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


(where applicable)


Types of legal requirements must include:


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SERVICES EXECUTIVE

Version Control


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

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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATIONSKILLS STANDARDS FOR

ASSISTANT EVENT SERVICES MANAGER/ASSISTANT CONFERENCE SERVICES MANAGER/ EVENTS SERVICES EXECUTIVE/CONFERENCE SERVICES EXECUTIVE

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.

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