Skills Framework for Hotel and Accommodation Services

SkillsFuture Orange Banner of man with telescope

What Is it?

The Skills Framework (SFw) for Hotel and Accommodation Services (HAS) is a guide for individuals, employers and training providers to promote skills mastery and lifelong learning in the HAS sector. It is jointly developed by the Singapore Tourism Board (STB) and SkillsFuture Singapore (SSG), together with employers, training providers, associations and unions. The SFw for HAS supports the SkillsFuture movement by providing a common reference for skills and competencies required in HAS sector to help individuals make informed decision on skills development, employers to recognise skills and invest in skills training for their employees, and training providers to design programmes that address the sector’s manpower and skills needs.

Who Is It For?

Individuals with the passion and interest to pursue a career in the HAS sector, and/or who are in-service HAS employees.

Employers in the HAS sector who would like to identify emerging skills and build new capabilities, recognise their employees’ skills and invest in skills training for them, and/or strengthen their organisational capability and enhance talent attraction, management and retention.

Training providers who are looking to gain better insights into sector trends, and existing and emerging skills in demand, as well as design programmes that address the HAS sector’s manpower and skills needs.

How Does It Work?

The Skills Framework for Hotel and Accommodation Services provides key information such as workforce profiles, career pathways and wage trends, desired skills set of each identified occupation in this Skills Framework so as to guide you in your decision to becoming a professional in this sector.


(i) Sector Information

The Sector and Employment Information provides information on the SFw for HAS, including useful statistics on the HAS manpower and occupational requirements.

Click here to download the Sector and Employment Information for the SFw for HAS.


(ii) Career Pathways

The Career Pathways show how the occupations in the SFw for HAS are structured progressively and laterally based on sector norm.

Click on the following link to download the Career Pathways for the SFw for HAS. [PDF / Word]


(iii) Skills Map

The Skills Map details the skills for each of the HAS occupations, aligned to the five tracks (Front Office, Housekeeping, Sales and Marketing, Revenue Management, Food and Beverage*. It provides information such as occupation description and skills.


(a) View the Tracks under the SFw for HAS

Click on the tracks listed below to download the Skills Map for each track.

*Food and Beverage track will take reference from Skills Framework for Food Services which will be rolled out at a later date.


(b) View the Occupations under the SFw for HAS

Click on the respective occupations in the designated track to download the Skills Standards. Skills Standards articulate the elaborated content of all the skills required for each occupation.

Front Office

  • General Manager [PDF / Word]

  • Hotel Manager/Resident Manager/Executive Assistant Manager [PDF / Word]

  • Rooms Division Manager/Director of Rooms [PDF / Word]

  • Front Office Manager/Operations Manager [PDF / Word

  • Assistant Front Office Manager/Assistant Operations Manager [PDF / Word]

  • Chef Concierge [PDF / Word]

  • Head Butler/Butler Manager [PDF / Word]

  • Duty Manager [PDF / Word]

  • Assistant Chef Concierge [PDF / Word]

  • Club Floor Manager [PDF / Word]

  • Guest Relation(s) Manager/Guest Service(s) Manager/Call Centre Manager [PDF / Word]

  • Concierge [PDF / Word]

  • Butler Supervisor [PDF / Word]

  • Club Floor Executive (Supervisor) [PDF / Word]

  • Front Office Executive (Supervisor)/Guest Relation(s) Executive (Supervisor)/Guest Service(s) Executive (Supervisor)/Call Centre Executive (Supervisor) [PDF / Word]

  • Assistant Concierge [PDF / Word]

  • Butler [PDF / Word]

  • Club Floor Agent (Officer) [PDF / Word]

  • Front Office Agent (Officer)/Guest Relation(s) Agent (Officer)/Guest Service(s) Agent (Officer)/Call Centre Agent (Officer) [PDF / Word]

  • Bell Captain [PDF / Word]

  • Bellhop/Bell Attendant [PDF / Word]

Housekeeping

  • General Manager [PDF / Word]

  • Hotel Manager/Resident Manager/Executive Assistant Manager [PDF / Word]

  • Rooms Division Manager/Director of Rooms [PDF / Word]

  • Executive Housekeeper/Director of Housekeeping [PDF / Word]

  • Assistant Executive Housekeeper [PDF / Word]

  • Laundry Manager [PDF / Word]

  • Assistant Housekeeper/Assistant Manager (Housekeeping) [PDF / Word]

  • Housekeeping Supervisor [PDF / Word]

  • Linen Room Supervisor [PDF / Word

  • Housekeeping Coordinator [PDF / Word]

  • Housekeeping Attendant/Room Attendant/Public Area Attendant [PDF / Word]

  • Linen Room Attendant/Laundry Valet Attendant [PDF / Word]

Sales and Marketing

  • General Manager [PDF / Word]

  • Director of Sales and Marketing [PDF / Word]

  • Director of Sales [PDF / Word]

  • Director of Events/Director of Catering/Director of Conference Services [PDF / Word]

  • Director of Public Relations/Director of Marketing Communications [PDF / Word]

  • Assistant Director of Sales [PDF / Word]

  • Assistant Director of Events/Assistant Director of Catering/Assistant Director of Conference Services [PDF / Word]

  • Assistant Director of Public Relations/Assistant Director of Marketing Communications [PDF / Word]

  • Catering Sales Manager/Sales Manager [PDF / Word]

  • Events Services Manager/Conference Services Manager [PDF / Word]

  • Public Relations Manager/Marketing Communications Manager [PDF / Word]

  • Digital Marketing Manager [PDF / Word]

  • Assistant Catering Sales Manager/Assistant Sales Manager/Catering Sales Executive/Sales Executive [PDF / Word]

  • Assistant Events Services Manager/Assistant Conference Services Manager/Events Services Executive/Conference Services Executive [PDF / Word]

  • Assistant Public Relations Manager/Assistant Marketing Communications Manager/Public Relations Executive/Marketing Communications Executive [PDF / Word]

  • Assistant Digital Marketing Manager/Digital Marketing Executive [PDF / Word]

  • Catering Sales Coordinator/Sales Coordinator [PDF / Word]

  • Events Services Coordinator/Conference Services Coordinator [PDF / Word

  • Marketing Communications Officer/Sales and Marketing Officer/Digital Marketing Officer [PDF / Word]

Revenue Management

Food and Beverage*

*Food and Beverage track will take reference from Skills Framework for Food Services which will be rolled out at a later date.



(iv) Training Programmes

The Training Programmes provide information on skills acquisition that are available for new entrants and in-service personnel to acquire skills and competencies required for various occupation in the HAS sector.


(a) View the Training Programmes for new entrants

These are programmes that equip new entrants with skills and knowledge for the specific occupations in the sector at their respective entry level.

Click on the tracks listed below to download the Training Programmes for each track.

*Food and Beverage track will take reference from Skills Framework for Food Services. 


(b) View the Training Programmes for in-service personnel

These are programmes for in-service personnel to broaden or deepen specific skills and knowledge for the various occupations in the sector.

Click on the respective occupations in the designated track to download the Training Programmes relevant to each occupation.

Front Office

  • General Manager [PDF / Word]

  • Hotel Manager/Resident Manager/Executive Assistant Manager [PDF / Word]

  • Rooms Division Manager/Director of Rooms [PDF / Word]

  • Front Office Manager/Operations Manager [PDF / Word]

  • Assistant Front Office Manager/Assistant Operations Manager [PDF / Word]

  • Chef Concierge [PDF / Word]

  • Head Butler/Butler Manager [PDF / Word]

  • Duty Manager [PDF / Word]

  • Assistant Chef Concierge [PDF / Word]

  • Club Floor Manager [PDF / Word]

  • Guest Relation(s) Manager/Guest Service(s) Manager/Call Centre Manager [PDF / Word]

  • Concierge [PDF / Word]

  • Butler Supervisor [PDF / Word]

  • Club Floor Executive (Supervisor) [PDF / Word]

  • Front Office Executive (Supervisor)/Guest Relation(s) Executive (Supervisor)/Guest Service(s) Executive (Supervisor)/Call Centre Executive (Supervisor) [PDF / Word]

  • Assistant Concierge [PDF / Word]

  • Butler [PDF / Word]

  • Club Floor Agent (Officer) [PDF / Word]

  • Front Office Agent (Officer)/Guest Relation(s) Agent (Officer)/Guest Service(s) Agent (Officer)/Call Centre Agent (Officer) [PDF / Word]

  • Bell Captain [PDF / Word]

  • Bellhop/Bell Attendant [PDF / Word]

Housekeeping

  • General Manager [PDF / Word]

  • Hotel Manager/Resident Manager/Executive Assistant Manager [PDF / Word]

  • Rooms Division Manager/Director of Rooms [PDF / Word]

  • Executive Housekeeper/Director of Housekeeping [PDF / Word]

  • Assistant Executive Housekeeper [PDF / Word]

  • Laundry Manager [PDF / Word]

  • Assistant Housekeeper/Assistant Manager (Housekeeping) [PDF / Word]

  • Housekeeping Supervisor [PDF / Word]

  • Linen Room Supervisor [PDF / Word]

  • Housekeeping Coordinator [PDF / Word]

  • Housekeeping Attendant/Room Attendant/Public Area Attendant [PDF / Word]

  • Linen Room Attendant/Laundry Valet Attendant [PDF / Word]

Sales and Marketing

  • General Manager [PDF / Word]

  • Director of Sales and Marketing [PDF / Word]

  • Director of Sales [PDF / Word]

  • Director of Events/Director of Catering/Director of Conference Services [PDF / Word]

  • Director of Public Relations/Director of Marketing Communications [PDF / Word]

  • Assistant Director of Sales [PDF / Word

  • Assistant Director of Events/Assistant Director of Catering/Assistant Director of Conference Services [PDF / Word]

  • Assistant Director of Public Relations/Assistant Director of Marketing Communications [PDF / Word]

  • Catering Sales Manager/Sales Manager [PDF / Word

  • Events Services Manager/Conference Services Manager [PDF / Word]

  • Public Relations Manager/Marketing Communications Manager [PDF / Word]

  • Digital Marketing Manager [PDF / Word]

  • Assistant Catering Sales Manager/Assistant Sales Manager/Catering Sales Executive/Sales Executive [PDF / Word]

  • Assistant Events Services Manager/Assistant Conference Services Manager/Events Services Executive/Conference Services Executive [PDF / Word]

  • Assistant Public Relations Manager/Assistant Marketing Communications Manager/Public Relations Executive/Marketing Communications Executive [PDF / Word]

  • Assistant Digital Marketing Manager/Digital Marketing Executive [PDF / Word]

  • Catering Sales Coordinator/Sales Coordinator [PDF / Word

  • Events Services Coordinator/Conference Services Coordinator [PDF / Word]

  • Marketing Communications Officer/Sales and Marketing Officer/Digital Marketing Officer [PDF / Word]

Revenue Management

Food and Beverage*

*Food and Beverage track will take reference from Skills Framework for Food Services. 


For more information on Training Programmes, please visit the respective training providers’ websites or http://www.skillsfuture.sg/credit.