skills framework for hotel and accommodation services skills standards for assistant front office

80 Pages·2016·0.38 MB·English

SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES
SKILLS STANDARDS FOR
ASSISTANT FRONT OFFICE MANAGER/ASSISTANT OPERATIONS MANAGER

Occupation: Assistant Front Office Manager/Assistant Operations Manager
Occupation Description:
The Assistant Front Office Manager/Assistant Operations Manager provides support to
the Front Office Manager in the daily running of the front office. The Assistant Front
Office Manager/Assistant Operations Manager works closely with the Front Office
Manager, the management, and members of other departments, to resolve any major
issues faced during operations and ensures compliance with current policies, standards
and procedures. He/She manages the front office team to ensure all guests/customers
receive prompt and personal recognition, and establishes performance and development
goals for the team members. In the context of a Serviced Apartment, the Assistant Front
Office Manager/Assistant Operations Manager might need to supervise other
departments on top of the front office.

The Assistant Front Office Manager/Assistant Operations Manager is also responsible
for checking daily shift audits, maintaining staffing needs, analysing market or industry
trends and expanding unique brand experience through the delivery of consistent,
quality guest/customer service. The Assistant Front Office Manager should have
experience in cash handling, credit card processing and using hospitality applications or
technologies related to front office. He/She is required to make objective decisions and
handle any complaints and emergencies in a level-headed manner. In the absence of
the Front Office Manager/Operations Manager, the Assistant Front Office
Manager/Assistant Operations Manager is responsible and accountable for the entire
operations of the front office.

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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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES
SKILLS STANDARDS FOR
ASSISTANT FRONT OFFICE MANAGER/ASSISTANT OPERATIONS MANAGER

The skills expected of the Assistant Front Office Manager/Assistant Operations Manager are
summarised as below:

Skill Category Skill

Analytical, 1. Facilitate the Implementation of a Productivity Framework
Conceptual and 2. Foster Initiative and Enterprise in Teams
Evaluative 3. Solve Problems and Make Decisions at Managerial Level
Business
Continuity 4. Manage Crisis Situations
Management
Change 5. Facilitate Innovation and Lead Team Leaders to Implement
Management Change
6. Conduct Interviews
Communications
7. Present Information
8. Create Guest/Customer Experience
Customer
9. Develop Service Recovery Framework
Experience
10. Manage the Service Brand
Finance 11. Prepare Budget for the Business Unit
Front Office
Operations and 12. Manage Front Office Operations
Services
Infocomm
13. Use ICT for Knowledge Management
Technology
Innovation 14. Foster Service Innovation

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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES
SKILLS STANDARDS FOR
ASSISTANT FRONT OFFICE MANAGER/ASSISTANT OPERATIONS MANAGER

15. Lead Teams Leaders to Develop Business Strategies and
Leadership
Governance Management
People and
16. Develop a Work Team
Relationship
17. Lead Workplace Communication and Engagement
Management
People
18. Conduct Staff Performance Assessment Process
Management
Personal 19. Contribute towards a Learning Organisation
Management and 20. Foster Team Adaptability
Development 21. Manage Workplace Challenges with Resilience
Planning and 22. Apply Project Management Techniques
Implementation 23. Manage and Review Systems and Processes
Results 24. Monitor and Reward Performance in a Team to Support
Achievement Achievement of Results
25. Comply with Legal Requirements in a Lodging Property
Risk Management
26. Manage Loss/Risk Prevention
Sales and 27. Manage Customer Acquisition and Retention Programmes
Marketing 28. Manage Relationship with Customers

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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES
SKILLS STANDARDS FOR
ASSISTANT FRONT OFFICE MANAGER/ASSISTANT OPERATIONS MANAGER

Analytical, Conceptual
Skill Category
and Evaluative
Skill Code ES-ACE-503G-1
Skill Sub-Category
N/A
(where applicable)
Skill Facilitate the Implementation of a Productivity Framework
This skill describes the ability to facilitate the implementation of a
productivity framework according to the productivity road map and action
Skill Description
plan developed. It also includes monitoring and evaluating the effectiveness
of the productivity framework.
Knowledge and The ability to understand:
Analysis
It refers to gathering, • Productivity concepts
cognitive processing, • Ways in which productivity plays an important role in the generation of
integration and wealth and value for the organisation, industry and the country
inspection of facts and • Benefits of productivity
information required to • Types of productivity to be measured
perform the work tasks • Factors that affect productivity
and activities. • Quantitative and qualitative factors that influence productivity
• Quantitative and qualitative indicators commonly used in measuring
organisation’s productivity
• Methods and tools used to measure productivity
• Methods to analyse the relationship between productivity
measurements and factors that influence productivity
• Assessment of qualitative and quantitative factors that influence
productivity
• Productivity goals and strategies that can be adopted by the
organisation
• Types of motivation and incentive schemes for productivity
improvements

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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES
SKILLS STANDARDS FOR
ASSISTANT FRONT OFFICE MANAGER/ASSISTANT OPERATIONS MANAGER

The ability to:
Application and

Adaptation
• Establish own role and responsibilities in the implementation of the
It refers to the ability to productivity framework in an organisation
perform the work tasks • Facilitate establishment of a productivity management structure and
and activities required of assign responsibilities and accountabilities to stakeholders for
the occupation, and the implementation of the productivity framework in an organisation
ability to react to and • Identify and arrange for the resources required for implementation of
manage the changes at the productivity framework according to recommendations in the
work. productivity road map and action plan
• Monitor the implementation of the productivity framework based on
recommendations in the productivity road map and action plan
• Link staff performance appraisals, recognition and rewards to
productivity according to results of productivity measurements
• Compile and evaluate results gathered on productivity measurements
and report findings to relevant stakeholders
The ability to:
Innovation and Value

Creation
• Evaluate the effectiveness of implementation of the productivity
It refers to the ability to framework and report findings with recommendations for improvement
generate purposive ideas to relevant stakeholders
to improve work
performance and/or
enhance business values
that are aligned to
organisational goals.
The ability to:
Social Intelligence and

Ethics
• Create awareness for the productivity improvement initiative and
It refers to the ability to communicate details of the productivity road map and action plan to
use affective factors in stakeholders to garner agreement and support
leadership, relationship
and diversity
management guided by
professional codes of
ethics.
The ability to:
Learning to Learn

It refers to the ability to • Engage and encourage employees to participate in the productivity
develop and improve improvement initiative
one’s self within and • Provide necessary training to prepare stakeholders to implement the
outside of one’s area of productivity framework
work.

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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES
SKILLS STANDARDS FOR
ASSISTANT FRONT OFFICE MANAGER/ASSISTANT OPERATIONS MANAGER

N/A
Range of Application
(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-503G-1 1-Sep-16 Initial Version WDA and STB

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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES
SKILLS STANDARDS FOR
ASSISTANT FRONT OFFICE MANAGER/ASSISTANT OPERATIONS MANAGER

Analytical, Conceptual
Skill Category
and Evaluative
Skill Code ES-ACE-301G-1
Skill Sub-Category
N/A
(where applicable)
Skill Foster Initiative and Enterprise in Teams
This skill describes the ability to identify areas for continuous improvement
and apply strategies to facilitate, motivate and sustain initiative and
Skill Description
innovation in the team. It also includes identifying, evaluating and measuring
risks associated with innovation and taking initiative at a team level.
Knowledge and The ability to understand:
Analysis
It refers to gathering, • Motivation concepts and techniques to lead and motivate teams to
cognitive processing, increase initiative and innovation and their characteristics
integration and • Sources of innovative opportunities and types of innovation and their
inspection of facts and characteristics
information required to • Basic principles to unleash untapped innovation and creativity at the
perform the work tasks workplace
and activities. • Tools and techniques to increase team’s ability to develop creative
ideas for innovation and their features
• Methods for building and sustaining a culture of innovation, initiative
and enterprise among team members
• Modes of communication for effective sharing of lessons and their
features
• Skills required for self-directed team to be effective and ways to help
them acquire these skills
• Types of risks and their implications on team performance and success
• Methods to reduce the impact of risk on team performance and
success
• Process of formulating communication plan to monitor, manage and
reduce risks

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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES
SKILLS STANDARDS FOR
ASSISTANT FRONT OFFICE MANAGER/ASSISTANT OPERATIONS MANAGER

The ability to:
Application and

Adaptation
• Assist team members to unleash their untapped innovation and
It refers to the ability to creativity and increase their ability to develop creative ideas for
perform the work tasks innovation at the workplace
and activities required of • Facilitate team to be self-directed and sustain effort for continuous
the occupation, and the improvement at the workplace
ability to react to and • Evaluate the effectiveness of implemented strategies in achieving
manage the changes at planned outcome in accordance to criteria and goals set
work.
The ability to:
Innovation and Value

Creation
• Identify possible areas for continuous improvement and challenges in
It refers to the ability to getting team to initiate actions for continuous improvement at the
generate purposive ideas workplace
to improve work • Conduct risk assessment of new initiatives on team performance and
performance and/or success and recommend possible risk management strategies
enhance business values • Implement appropriate risk management strategies to support
that are aligned to innovation and enterprise
organisational goals.
The ability to:
Social Intelligence and

Ethics
• Lead and motivate team to initiate actions, ideas and suggestions to
It refers to the ability to improve workplace or business performance
use affective factors in
leadership, relationship
and diversity
management guided by
professional codes of
ethics.
The ability to:
Learning to Learn

It refers to the ability to • Enhance own creative skills and behaviour by identifying key
develop and improve opportunities for continuous improvement
one’s self within and
outside of one’s area of
work.

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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES
SKILLS STANDARDS FOR
ASSISTANT FRONT OFFICE MANAGER/ASSISTANT OPERATIONS MANAGER

N/A
Range of Application
(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-301G-1 1-Sep-16 Initial Version WDA and STB

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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES
SKILLS STANDARDS FOR
ASSISTANT FRONT OFFICE MANAGER/ASSISTANT OPERATIONS MANAGER

Analytical, Conceptual
Skill Category
and Evaluative
Skill Code ES-ACE-402G-1
Skill Sub-Category
N/A
(where applicable)
Skill Solve Problems and Make Decisions at Managerial Level
This skill describes the ability to examine the causes of performance
Skill Description deficiency and its impact on an organisation. It also includes managing team
dynamics to identify and address performance deficiency.
Knowledge and The ability to understand:
Analysis
It refers to gathering, • Advantages and disadvantages of the various methods to collect
cognitive processing, relevant and current information on organisational performance
integration and standards and quality control policies
inspection of facts and • Sources of information to identify performance deficiency
information required to • Advantages and disadvantages of the various methods to identify
perform the work tasks performance deficiency
and activities. • Types of analytical tools and techniques and their application in the
problem- solving and decision-making process
• Principles of group dynamics and teamwork and techniques to manage
team dynamics
• Types of decision-making models for arriving at the preferred solution
and their features
• Factors affecting the effectiveness of an implementation plan
• Tools and techniques to identify performance deficiency or cause of
failure in implemented solution and implementation plan and their
features
• Advantages and disadvantages of various ways to formalise
implemented solution as part of current Standard Operating Procedures
(SOPs)
• Organisational procedures for amending and disseminating SOPs

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