SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES

TECHNICAL SKILLS AND COMPETENCIES (TSC) REFERENCE DOCUMENT

TSC Category Front Office Operations and Services

TSC Butler Service Delivery

TSC Description Provide luxury and personalised butler services to guests to enhance their stay at the property

TSC Proficiency Level 1 Level 2 Level 3 Level 4 Level 5 Level 6

Description HAS-HTO-2002-1.1 HAS-HTO-3002-1.1 HAS-HTO-4002-1.1
Provide luxury and Oversee and supervise Manage and monitor butler
personalised butler services butler services services
Knowledge  Importance and  Importance of  Methods of monitoring
guidelines for supervising and and evaluating the
performing start-of-shift performing start-of-shift delivery of butler
and end-of-shift and end-of-shift services and guest
activities activities interactions
 Importance of delivering  Organisation’s product  Guidelines for
politeness and decorum offerings, services and responding to changes
 Luxury brands and benefits in business levels
products, haute couture,  Types of guests and  Guidelines for
haute cuisine and services accorded with managing and
lifestyle trends VIP status allocating resources
 Local attractions,  Guidelines on workplace  Benefits of
shopping and safety and health recommending
transportation  Organisation’s duty of improvement initiatives
 International protocol for care to guests for butler services
addressing guests of  Importance of reviewing  Types of resources that
different cultures, operational activities support initiatives to
genders and social and reporting enhance butler services
status irregularities in  Strategies for resolving
 Proper multicultural and operations through the irregularities related to
business etiquette for appropriate channels butler services
different situations  Guidelines for resolving  Guidelines for handling
 Protocol for serving irregularities related to service recovery and
meals butler service operations compensation policies
 Importance of safe,  Techniques to handle for handling service
clean and well- irate guests and breakdowns
presented properties strategies for service  Techniques of root
and guidelines on recovery cause analyses
environmental, hygiene,  Organisational  Guidelines for
security and safety guidelines on limits of maintaining safe work
 Housekeeping authority areas, in accordance
techniques to service  Guidelines for reporting with the Workplace
properties guest concerns and Safety and Health Act
 Organisational feedback to managers  Guidelines for
guidelines for using and documenting the documenting records,
cleaning agents and feedback reports,
cleaning tools and  Techniques for coaching recommendations,
©SkillsFuture Singapore Page 1 of 3
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 SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES
TECHNICAL SKILLS AND COMPETENCIES (TSC) REFERENCE DOCUMENT

equipment feedback and

 Methods to care for fine irregularities related to
garments and shoes, butler services
manage wardrobe and
organise luggage
Abilities  Perform start-of-shift  Perform start-of-shift  Manage the preparation
and end-of-shift and end-of-shift of butler services to
activities activities enable efficient service
 Set up room amenities  Supervise and coach delivery
and coordinate amenity butler service team in  Monitor butler services
deliveries accordance with to ensure personalised
 Orientate guests with organisational services are delivered
the room amenities and procedures to guests at all times
services  Provide support for  Adapt and respond to
 Prepare and perform butler service duties changing business
turn-down services, and  Adjust priorities to levels by maximising
service and refresh respond to the changing the potential of
guest rooms upon needs of guests in an resources for butler
request accurate and timely services
 Perform room manner  Manage guests’
inspections to ensure  Handle and resolve concerns and feedback
guests’ requests are irregularities and guests’ escalation, and guest
taken with great care concerns and feedback experiences
 Provide hand pressing related to butler services  Look for opportunities
of garments, care of fine  Coordinate with internal with positive impact on
clothing and shoes, and external guests to enhance
sorting and storing guest stakeholders to fulfil butler services
wardrobes, pack and guest requests  Advocate feedback
unpack luggage, loops for continuous
shoeshine services and improvement to
other butler duties encourage a work
 Prepare bath and spa environment where
services for guests, team members'
upon request feedback is valued
 Perform formal table  Review and develop
settings and related team's performance
meal services and welfare to enhance
 Attend to guest errands and upkeep the service
with prestigious and quality
personalised services
 Coordinate with internal
and external
stakeholders to
complete guest requests
and/or to follow up on
appropriate actions to

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 SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES
TECHNICAL SKILLS AND COMPETENCIES (TSC) REFERENCE DOCUMENT

address deficiencies in
butler service operations
 Respect and protect the
privacy and
confidentiality of guests
 Focus on guest
characteristics and take
ownership of guest
needs to offer
appropriate and
thoughtful touches of
luxury and personalised
services to delight
guests and/or adapt to
challenging situations
and offer diplomatic
solutions without giving
way to emotion or
anxiety

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Effective Date: June 2019, Version 1.1