SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES

TECHNICAL SKILLS AND COMPETENCIES (TSC) REFERENCE DOCUMENT

TSC Category Front Office Operations and Services

TSC Club Floor Operations Management

TSC Description Manage daily operations of the club floor and lounge to meet the needs of club guests

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

Description HAS-HTO-2003-1.1 HAS-HTO-3003-1.1 HAS-HTO-4003-1.1
Perform club floor Supervise club floor Manage club floor services
operations to meet guest operations and handle and maintain service
needs guests’ concerns and standards
feedback
Knowledge  Importance and  Importance of  Guidelines on reviewing
guidelines for supervising and property’s activity levels
performing start-of-shift performing start-of-shift in property management
and end-of-shift and end-of-shift system
activities activities  Guidelines for
 Guidelines on handling  Guidelines on reviewing conducting staff
different methods of property information in briefings and advocating
payment and managing property management workplace
cash float system professionalism in the
 Importance of and  Strategies for managing team
procedures for guest property inventory in full-  Methods of monitoring
pre-arrival preparations, house or near full-house the delivery of club floor
and coordination with situations services and
other departments on  Importance of and interactions with guests
reservations and other procedures for reviewing  Guidelines for managing
related requests for club staff work assignments, resources, work
floor conducting checks of schedule and
 Personal particulars of club floor lounge, responding to changes
guests required by cashier collections and in business levels
hotels licensing remittance, and other  Guidelines for
regulations club floor operations maintaining safe work
 Procedures for  Importance of and areas, in accordance
performing assignment guidelines for reporting with the Workplace
of rooms for guests and resolving Safety and Health Act
 Techniques of upselling, irregularities related to  Strategies for resolving
cross selling and/or club floor operations, guests’ concerns and
suggestive selling and reporting guests’ feedback, and
 Guidelines for handling concerns and feedback irregularities in
discrepancies or to managers and operations related to
problems related to documenting the club floor services
guests feedback  Guidelines for handling
 Guidelines for updating  Types of guests’ service recovery and
guest occupancy personal particulars documenting
records and accounts required by hotels irregularities, concerns
and types of forms used licensing regulations and feedback related to

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Effective Date: June 2019, Version 1.1
 SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES
TECHNICAL SKILLS AND COMPETENCIES (TSC) REFERENCE DOCUMENT
Abilities
©SkillsFuture Singapore
Effective Date: June 2019, Version 1.1
to record guest requests  Types of guests and
 Importance of having services accorded with
adequate food and VIP status
beverage supplies and  Organisation’s product
ensuring lounge facilities offerings, services and
and equipment are in benefits and techniques
working condition for of cross and suggestive
daily operations selling
 Guidelines on protecting  Guidelines for
guest privacy, safety establishing methods of
and security and payment
adhering to workplace  Organisational
safety and health guidelines on limits of
authority
 Strategies and
techniques for service
recovery, including
managing irate guests
 Guidelines on workplace
safety and health and
organisation’s duty of
care to guests
 Techniques for coaching
 Perform start-of-shift  Perform start-of-shift
and end-of-shift and end-of-shift
activities activities
 Perform activities prior  Supervise club floor
to guest arrivals and operations in
departures accordance with
 Handle check-in and organisational
check-out activities for procedures
guests  Attend to guest arrivals
 Perform prescribed food  Handle and resolve
and beverage activities irregularities and guests’
related to club floor concerns and feedback
 Perform ad-hoc services related to club floor
to meet guest needs on operations
the club floor  Adjust priorities to
 Respond to unexpected respond to the changing
situations in a timely needs of the guests in
manner, using the an accurate and timely
available resources for manner
appropriate solutions
 Be conscious to guest
preferences, and delight
them with suitable
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club floor services
 Techniques of root
cause analyses
 Compensation policies
for handling service
breakdowns
 Types of resources
required to support
improvement initiatives
of club floor services
 Prepare start-of-shift
and end-of-shift
activities to manage club
floor services
 Monitor club floor
services to ensure the
resources are well
managed to maintain
discipline and quality of
service
 Identify deviations and
irregularities in delivery
of club floor services
 Perform follow-up
actions and manage
guests’ concerns and
feedback escalation to
achieve guest
satisfaction
 Review club floor
operations and
implement modifications
to enhance the delivery
 SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES
TECHNICAL SKILLS AND COMPETENCIES (TSC) REFERENCE DOCUMENT

alternative of club floor services

arrangements when and team performance
their requests cannot be  Initiate conversations
met with guests to collate
 Perform tasks in an feedback for
environmentally- improvement initiatives
conscious manner, to on club floor services
minimise wastage of  Maintain complete and
resources, in the course accessible data records
of work of all stakeholders'
feedback, concerns and
irregularities for effective
club floor operations and
future reference
 Advocate feedback
loops for continuous
improvement to
encourage a work
environment where
team members'
feedback is valued
 Adapt and respond to
changing business
levels by maximising the
potential of resources
for club floor services

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Effective Date: June 2019, Version 1.1