Skills Framework for Hotel and Accommodation Services

SkillsFuture Orange Banner of man with telescope

What Is it?

The Skills Framework (SFw) is a SkillsFuture initiative developed for the Singapore workforce to promote skills mastery and lifelong learning, and takes reference from the Industry Manpower Plans (IMPs) where available.

Jointly developed by SkillsFuture Singapore (SSG), Workforce Singapore (WSG), and the Singapore Tourism Board (STB), together with industry associations, training providers, organisations and unions, the Skills Framework for Hotel and Accommodation Services provides useful information on:

  • Sector information;

  • Career pathways;

  • Occupations and job roles;

  • Existing and emerging skills; and

  • Training programmes for skills upgrading and mastery.

Who Is It For?

Individuals who wish to join or progress within the Hotel and Accommodation Services sector, to assess their career interest, identify relevant training programmes to upgrade their skills and prepare for the desired job roles.

Employers will be able to recognise these skills and invest in training their employees for career development and skills upgrading.

Training can gain insights on sector trends, existing and emerging skills that are in demand, and design programmes to address the industry needs accordingly.

How Does It Work?

The SFw for Hotel and Accommodation Services contains information on trends, career pathways, occupations, job roles, skills and competencies and training programmes.


(i) Sector Information

This sections provides information on the SFw for Hotel and Accommodation Services, including information on trends and workforce profiles in the sector.

Click here to download the Guide to Occupations and Skills for the SFw for Hotel and Accommodation Services.


(ii) Career Pathways

The Career Pathways show the possible options for vertical and lateral progression for advancement and growth. Four (4) Tracks have been identified (i) Housekeeping (ii) Front Office (iii) Revenue and Distribution and (iv) Sales and Marketing, which encompass 38 job roles.

Click the following link to download the Career Pathways for the Hotel and Accommodation Services sector. [PDF / Word]


(iii) Skills Map

The Skills Maps covers a total of 38 job roles, critical work functions, key tasks and skills and competencies aligned to the four tracks.

 

(a) View the Occupations/Job Roles under the SFw for Hotel and Accommodation Services

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

Housekeeping

i. Housekeeping Operations

  • Housekeeping Attendant/Room Attendant/Public Area Attendant [PDF / Word]
  • Housekeeping Coordinator [PDF / Word]
  • Assistant Housekeeper/Assistant Housekeeping Manager/Housekeeping Supervisor [PDF / Word]
  • Assistant Executive Housekeeper [PDF / Word]

ii. Laundry Operations

  • Linen Room Attendant/Laundry Valet Attendant [PDF / Word]
  • Housekeeping Coordinator [PDF / Word]
  • Linen Room Supervisor [PDF / Word]
  • Laundry Manager [PDF / Word]

Management

  • Executive Housekeeper/Director of Housekeeping [PDF / Word]
  • Rooms Division Manager/Director of Rooms [PDF / Word]
  • Hotel Manager/Resident Manager/Executive Assistant Manager [PDF / Word]
  • General Manager [PDF / Word]

Front Office

i. Concierge Operations

  • Bellhop/Bell Attendant [PDF / Word]
  • Bell Captain [PDF / Word]
  • Assistant Concierge [PDF / Word]
  • Concierge [PDF / Word]
  • Chef Concierge/Assistant Chef Concierge [PDF / Word]

ii. Front Office Operations

  • Front Office Officer/Guest Services Officer/Guest Relations Officer/Front Office Agent/Guest Services Agent/Guest Relations Agent [PDF / Word]
  • Front Office Executive/Guest Services Executive/Guest Relations Executive/Front Office Supervisor/Guest Services Supervisor/Guest Relations Supervisor [PDF / Word]
  • Assistant Front Office Manager/Assistant Operations Manager/Duty Manager/Guest Services Manager/Guest Relations Manager [PDF / Word]

iii. Club Floor Operations

  • Butler/Club Floor Officer/Club Floor Agent [PDF / Word]
  • Butler Supervisor/Club Floor Executive/Club Floor Supervisor [PDF / Word]
  • Head Butler/Butler Manager/Club Floor Manager [PDF / Word]

Management

  • Front Office Manager/Operations Manager [PDF / Word]
  • Rooms Division Manager/Director of Rooms [PDF / Word]
  • Hotel Manager/Resident Manager/Executive Assistant Manager [PDF / Word]
  • General Manager [PDFWord]

Revenue and Distribution

i. Revenue Management

  • Revenue Specialist/Revenue Analyst [PDF / Word]
  • Revenue Manager/Assistant Revenue Manager [PDF / Word]

ii. Reservation Operations

  • Reservations Officer/Reservations Agent [PDF / Word]
  • Reservations Executive/Reservations Supervisor [PDF / Word]
  • Reservations Manager/Assistant Reservations Manager [PDF / Word]

Management

  • Director of Revenue Management [PDF Word
  • Hotel Manager/Resident Manager/Executive Assistant Manager [PDF / Word]
  • General Manager [PDFWord]

Sales and Marketing

i. Sales and Catering

  • Sales Coordinator/Catering Sales Coordinator [PDF Word]
  • Sales Executive/Catering Sales Executive [PDF Word]
  • Sales Manager/Catering Sales Manager/Assistant Sales Manager/Assistant Catering Sales Manager [PDF / Word]
  • Director of Sales/Director of Catering/Assistant Director of Sales/Assistant Director of Catering [PDF / Word]

ii. Marketing Communications

  • Marketing Communications Officer/Digital Marketing Officer/Sales and Marketing Officer [PDF / Word]
  • Marketing Communications Executive/Digital Marketing Executive/Public Relations Executive [PDF / Word]
  • Marketing Communications Manager/Digital Marketing Manager/Public Relations Manager/Assistant Marketing Communications Manager/Assistant Digital Marketing Manager/Assistant Public Relations Manager [PDF / Word]
  • Director of Marketing Communications/Director of Public Relations/Assistant Director of Marketing Communications/Assistant Director of Public Relations [PDF / Word]

Management

  • Director of Sales and Marketing [PDF / Word]
  • General Manager [PDF / Word]

iii. Event Services

  • *Refer to Skills Framework for Tourism for job roles under Event Services.

 

(iv) Skills and Competencies

The Skills and Competencies identified for each of the job roles fall under two broad classifications: (i) Technical Skills and Competencies, and (ii) Generic Skills and Competencies.

 

(a) View the Technical Skills and Competencies for the SFw for Hotel and Accommodation Services

Technical Skills and Competencies comprise occupation/job-specific knowledge, skills and abilities that a person needs to have to perform the various tasks.

Click the following link to download the Overview of Technical Skills and Competencies for the SFw for Hotel and Accommodation Services. [PDF / Word]

Click here to view the Technical Skills and Competencies for the SFw for Hotel and Accommodation Services.

Business Development

  • Business Opportunities Development [PDF / Word]
  • Business Presentation Delivery [PDF / Word]
  • Business Relationship Building [PDF / Word]
  • Hotel Asset Valuation and Acquisition [PDF / Word]
  • Proposal Writing [PDF / Word]

Business Management

Customer Experience

  • Customer Challenges Management [PDF / Word]
  • Customer Experience Management [PDF / Word]
  • Customer Feedback and Relationship Management [PDF / Word]
  • Service Brand [PDF / Word]
  • Service Challenges [PDF / Word]
  • Service Excellence [PDF / Word]
  • Service Information and Results [PDF / Word]
  • Service Innovation [PDF / Word]
  • Service Innovation Culture [PDF / Word]
  • Service Leadership [PDF / Word]
  • Service Planning and Implementation [PDF / Word]

Executive Leadership

  • Business Ethics and Values Management [PDF / Word]
  • Effective Board Member [PDF / Word]
  • Organisation and Board Relationship [PDF / Word]
  • Organisation Representative [PDF / Word]
  • Organisational Vision, Mission and Values Formulation [PDF / Word]
  • Vision Leadership [PDF / Word]

Front Office Operations and Services

  • Bell Service Delivery [PDF / Word]
  • Butler Service Delivery [PDF / Word]
  • Club Floor Operations Management [PDF / Word]
  • Concierge and Uniformed Service Delivery [PDF / Word]
  • Front Office Operations Management [PDF / Word]
  • One-Stop Service Delivery [PDF / Word]
  • Switchboard Operations Management [PDF / Word]
  • Tourism Promotion [PDF / Word]

General Management

Housekeeping Operations

  • Asset and Inventory Management [PDF / Word]
  • Laundry Operations Management [PDF / Word]
  • Linen and Uniform Room Operations Management [PDF / Word]
  • Public Areas Housekeeping Operations Management [PDF / Word]
  • Room Housekeeping Operations Management [PDF / Word]

Infocomm Technology and Data

  • Data Analytics [PDF / Word]
  • Hospitality Data Collection and Analysis [PDF / Word]
  • Knowledge Management [PDF / Word]
  • Technology Adoption and Innovation [PDF / Word]

Marketing Communications

  • Brand Management [PDF / Word]
  • Collateral Production [PDF / Word]
  • Digital Marketing [PDF / Word]
  • Events Planning and Management [PDF / Word]
  • Marketing Campaign Management [PDF / Word]
  • Marketing Communications Plan Development [PDF / Word]
  • Media Strategy Development [PDF / Word]
  • Public Relations Management [PDF / Word]
  • Social Media Marketing [PDF / Word]
  • Website Design [PDF / Word]

People Management

  • Organisational Relationship Building [PDF / Word]
  • People and Performance Management [PDF / Word]
  • People and Relationship Management [PDF / Word]
  • People Development [PDF / Word]
  • Service Coaching [PDF / Word]
  • Staff Management [PDF / Word]
  • Work-Life Harmony [PDF / Word]

Productivity and Innovation

  • Environmental Sustainability Management [PDF / Word]
  • Innovation Management [PDF / Word]
  • Productivity Improvement [PDF / Word]

Revenue and Distribution

  • Revenue Optimisation [PDF / Word]
  • Room Distribution Channel Management [PDF / Word]
  • Room Reservation Operations Management [PDF / Word]
  • Room Revenue Management [PDF / Word]

Risk and Compliance Management

  • Business Continuity Planning [PDF / Word]
  • Corporate Governance [PDF / Word]
  • Enterprise Risk Management [PDF / Word]
  • Legal Compliance Management [PDF / Word]
  • Loss and Risk Prevention Management [PDF / Word]

Sales and Marketing

  • Customer Acquisition Management [PDF / Word]
  • Customer Behaviour Analysis [PDF / Word]
  • Hospitality Venue Inspection [PDF / Word]
  • Market Profiling [PDF / Word]
  • Market Research [PDF / Word]
  • Market Trend Analysis [PDF / Word]
  • Market Strategy Development and Implementation [PDF / Word]
  • Sales Channel Management [PDF / Word]
  • Sales Delivery [PDF / Word]
  • Sales Trend and Opportunities Analysis [PDF / Word]

Workplace Safety and Security Management

  • Crisis Management [PDF / Word]
  • Thread Observation [PDF / Word]
  • Workplace Safety and Health Performance Management [PDF / Word]
  •  

 

(b) View the Generic Skills and Competencies for the SFw for Hotel and Accommodation Services

Generic Skills and Competencies are employability/transferable skills and competencies.

Click on the following link to download the Overview of Generic Skills and Competencies for the SFw for Hotel and Accommodation Services. [PDF / Word]


(v) 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 job roles in the Hotel and Accommodation Services sector.

 

(a) View the Training Programmes for new entrants

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

 

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

For in-service employees who work in the Hotel and Accommodation Services sector and who aspire to take on more challenging roles at work, you can identify and enrol in the training programmes listed here to acquire the relevant skills.

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

Housekeeping

i. Housekeeping Operations

  • Housekeeping Attendant/Room Attendant/Public Area Attendant [PDF / Word]
  • Housekeeping Coordinator [PDF / Word]
  • Assistant Housekeeper/Assistant Housekeeping Manager/Housekeeping Supervisor [PDF / Word]
  • Assistant Executive Housekeeper [PDF Word]

ii. Laundry Operations

  • Linen Room Attendant/Laundry Valet Attendant [PDF / Word]
  • Housekeeping Coordinator [PDF / Word]
  • Linen Room Supervisor [PDF / Word]
  • Laundry Manager [PDF / Word]

Management

  • Executive Housekeeper/Director of Housekeeping [PDF / Word]
  • Rooms Division Manager/Director of Rooms [PDF / Word]
  • Hotel Manager/Resident Manager/Executive Assistant Manager [PDF / Word]
  • General Manager [PDF / Word]

Front Office

i. Concierge Operations

  • Bellhop/Bell Attendant [PDF / Word]
  • Bell Captain [PDF / Word]
  • Assistant Concierge [PDF / Word]
  • Concierge [PDF / Word]
  • Chef Concierge/Assistant Chef Concierge [PDF / Word]

ii. Front Office Operations

  • Front Office Officer/Guest Services Officer/Guest Relations Officer/Front Office Agent/Guest Services Agent/Guest Relations Agent [PDF / Word]
  • Front Office Executive/Guest Services Executive/Guest Relations Executive/Front Office Supervisor/Guest Services Supervisor/Guest Relations Supervisor [PDF / Word]
  • Assistant Front Office Manager/Assistant Operations Manager/Duty Manager/Guest Services Manager/Guest Relations Manager [PDF / Word]

iii. Club Floor Operations

  • Butler/Club Floor Office/Club Floor Agent [PDF / Word]
  • Butler Supervisor/Club Floor Executive/Club Floor Supervisor [PDF / Word]
  • Head Butler/Butler Manager/Club Floor Manager [PDF / Word]

Management

  • Front Office Manager/Operations Manager [PDF / Word
  • Rooms Division Manager/Director of Rooms [PDF / Word]
  • Hotel Manager/Resident Manager/Executive Assistant Manager [PDF / Word]
  • General Manager [PDF / Word]

Revenue and Distribution

i. Revenue Management

  • Revenue Specialist/Revenue Analyst [PDF / Word]
  • Revenue Manager/Assistant Revenue Manager [PDF / Word]

ii. Reservation Operations

  • Reservations Officer/Reservations Agent [PDF / Word]
  • Reservations Executive/Reservations Supervisor [PDF / Word]
  • Reservations Manager/Assistant Reservations Manager [PDF / Word]

Management

  • Director of Revenue Management [PDF / Word]
  • Hotel Manager/Resident Manager/Executive Assistant Manager [PDF / Word]
  • General Manager [PDF / Word]

Sales and Marketing

i. Sales and Catering

  • Sales Coordinator/Catering Sales Coordinator [PDF Word]
  • Sales Executive/Catering Sales Executive [PDF Word]
  • Sales Manager/Catering Sales Manager/Assistant Sales Manager/Assistant Catering Sales Manager [PDF / Word]
  • Director of Sales/Director of Catering/Assistant Director of Sales/Assistant Director of Catering [PDF / Word]

ii. Marketing Communications

  • Marketing Communications Officer/Digital Marketing Officer/Sales and Marketing Officer [PDF / Word]
  • Marketing Communications Executive/Digital Marketing Executive/Public Relations Executive [PDF / Word]
  • Marketing Communications Manager/Digital Marketing Manager/Public Relations Manager/Assistant Marketing Communications Manager/Assistant Digital Marketing Manager/Assistant Public Relations Manager [PDF / Word]
  • Director of Marketing Communications/Director of Public Relations/Assistant Director of Marketing Communications/Assistant Director of Public Relations [PDF / Word]

Management

  • Director of Sales and Marketing [PDF / Word]
  • General Manager [PDF / Word]

iii. Event Services

  • *Refer to Skills Framework for Tourism for job roles under Event Services.

 

 

(c) View the Training Programmes for Generic Skills and Competencies (GSCs)

These are programmes through which individuals can acquire the GSCs, which are transferable and can be applied across sectors. The GSCs facilitate employability by supporting individuals in acquiring relevant Technical Skills and Competencies (TSCs) for various job roles in different sectors. Please click [PDF / Wordto access the GSC training programme listing.

In-service personnel can identify the top five GSCs which are required for respective job roles by referencing the Skills Maps listed in Section (iii) (a) above before referring to the listing to identify training programmes for GSCs which are considered as critical for the job roles.

 

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

Get Help

SKILLS FRAMEWORK WORKSHOP


We encourage enterprises that are keen to learn how Skills Framework can enhance their Human Resource practices to sign up for the Skills Framework Workshop.

 

HOW you will benefit

  • Understand the intent and purpose of the Skills Framework
  • Comprehend the components of the Skills Framework
  • Enhance HR practices in the areas of talent attraction, performance and career management, learning and development through the Skills Framework
  • Adopt the Skills Framework to improve people strategy and business outcomes

 

WHO should attend

  • HR practitioners who: 
    • Develop strategic HR policies and processes
    • Develop in-house workplace learning tools and platforms
    • Review strategic alignment between corporate vision and human capabilities
  • Line managers and leaders who develop and deploy performance support tools

 

Click HERE to register your interest for the workshop.

 

SKILLS FRAMEWORK CLINIC


We encourage enterprises who require further help to apply Skills Framework to sign up for the Skills Framework Clinic.

 

HOW you will benefit

  • Come with ready problem statements, questions or challenges concerning applying Skills Framework in your enterprise
  • Receive advice on how Skills Framework can be implemented as solutions to attract, empower and develop talent 

 

WHO should attend

  • HR practitioners who: 
    • Have attended the Skills Framework workshop or are familiar with the Skills Framework
    • Require additional support to better integrate applications of Skills Framework with human resources systems and processes

 

Click HERE to register your interest for the clinic.