On-the-Job Training Blueprint

Job Role: Assistant Concierge

Training Duration
S/N Technical Skills and Competencies
(Month)*
1 Concierge and Uniformed Service Delivery

2 Crisis Management

3 Customer Challenges Management

4 Customer Experience Management

5 Customer Feedback and Relationship Management

6 Legal Compliance Management

7 People and Relationship Management

8 People Development

9 Productivity Improvement

10 Service Coaching

11 Service Excellence

12 Service Information and Results

13 Service Innovation
 14 Service Leadership

15 Service Planning and Implementation

16 Technology Adoption and Innovation

17 Threat Observation

18 Tourism Promotion

19 Workplace Safety and Health Performance Management

Total Duration

Training
Technical Skills and Range of Performance
S/N Knowledge Abilities Duration
Competencies Application Evidences
(Months)
1 Concierge and • Importance of and • Perform start-of- NA
Uniformed Service guidelines for shift and end-of-shift
Delivery performing start-of- activities
shift and end-of-shift • Maintain proper
activities, including attire and
verifying stamp and professional
cash float grooming at all times
• Personal grooming, • Provide guests with
attire and role in information about
providing positive attractions, events,
first and last facilities, services and
impressions to activities in, or
arriving and outside, the property
departing guests • Leverage on
and/or customers infocomm technology
 Training
Technical Skills and Range of Performance
S/N Knowledge Abilities Duration
Competencies Application Evidences
(Months)
• Guidelines for (ICT)-related
handling, and resources to make
safekeeping of information
guests’ luggage, seamlessly accessible
belongings, mails, to guests and/or
documents and customers
packages • Attend to guests’
• Guidelines and requests by
service standards for uncovering their
providing in-house- needs, verifying their
off-premise interests and
reservations services preferences, and
for guests and suggesting
handling payments alternatives if their
for services rendered requests cannot be
• Guidelines for accommodated
handling problems • Handle guests’
related to guests requests for
• Guidelines on reservation bookings
workplace safety and • Handle guests’
health mails, documents and
• Organisation’s packages
product offerings and • Handle guests’
services and their luggage and
benefits, and belongings for
information sources storage,
for local shopping, transportation and
dining, entertainment, collection
transportation, tours • Handle guests’
 Training
Technical Skills and Range of Performance
S/N Knowledge Abilities Duration
Competencies Application Evidences
(Months)
and other features requests for
• Benefits of offering reservation booking
appropriate reference • Update concierge
materials when operations records
providing information
and service
• Guidelines and
techniques for
upselling and
suggestive selling
when providing
information and
services
• Importance of
maintaining proper
documentation
related to concierge
services
• Organisation’s duty
of care towards
guests and/or
customers
• Limitations of
innkeepers’ liability

2 Crisis Management • Definition and types • Identity individual’s NA

of crisis situations role and
• Types of crisis responsibilities in
response and supporting crisis
 Training
Technical Skills and Range of Performance
S/N Knowledge Abilities Duration
Competencies Application Evidences
(Months)
recovery activities management
• Principles of crisis • Carry out assigned
management and tasks in response to
communication disruptive events by
• Roles and applying crisis
responsibilities as a management and
supporting member communication
of the crisis procedures and
management team guidelines
• Organisation crisis • Use relevant
management and internal and/or
communication external
procedures and communication tools,
guidelines systems and
• Types of internal platforms to
and external disseminate
communication tools information and
and platforms for communicate with
crisis communication relevant stakeholders
• Relevant • Record tasks
stakeholders for performed in
various crisis response to disruptive
situations events and after-
• Organisation format effects for
for documentation on management review
crisis management • Provide feedback on
• Emergency control areas for
exercises improvement in
relation to crisis
 Training
Technical Skills and Range of Performance
S/N Knowledge Abilities Duration
Competencies Application Evidences
(Months)
management and
communication
procedures
• Participate in the
organisation’s
emergency control
exercises to
familiarise and
prepare oneself in the
event of crisis
occurrence

3 Customer Challenges • Guidelines for • Investigate concerns NA

Management identifying, and feedback
validating and received from guests
addressing concerns and/or customers to
and feedback from identify root causes
internal and external of the issue
stakeholders • Take appropriate
• Principles of actions based on
effective investigations
communication and findings to follow up
interpersonal on guest and/or
techniques customer concerns
• Types of solutions and feedback
to resolve guests’ • Clarify and address
and/or customers’ guests’ and/or
concerns and customers’ concerns
feedback and feedback
 Training
Technical Skills and Range of Performance
S/N Knowledge Abilities Duration
Competencies Application Evidences
(Months)
• Importance of • Perform closure to
incident reports resolve guests’ and/or
customers’ concerns
and feedback

• Guidelines for • Prepare service NA

scheduling audits performance audits
• Job roles and tasks • Conduct service
of service staff performance audits
• Methods of data on site
collation • Analyse service
• Service performance
performance outcomes
standards and • Implement actions
outcomes for service
Customer Experience
4 • Methods of performance
Management
implementing service improvement
performance
improvement
solutions
• Principles of
effective
communication and
interpersonal
techniques

5 Customer Feedback • Importance of • Communicate with NA

and Relationship understanding guest guests and/or
Management and/or customer customers to
 Training
Technical Skills and Range of Performance
S/N Knowledge Abilities Duration
Competencies Application Evidences
(Months)
preferences, needs understand their
and concerns on preferences and needs
products and/or and gather feedback
services • Adapt to the diverse
• Methods used to and special needs of
communicate with guests and/or
guests and/or customers
customers to identify • Monitor guests’
their preferences, and/or customers’
needs and concerns satisfaction levels
• Methods of • Maintain records
monitoring guests’ and documentation
and/or customers’ relating to guest
satisfaction levels and/or customer
• Processes to relationships
maintain record
keeping systems

6 Legal Compliance • Legislative and • Comply with NA

Management regulatory internal and
requirements for the regulatory
industry and organisations’
operating policies and
environment procedures to ensure
• Objectives of compliance when
legislative and carrying out daily
regulatory work
compliance • Identify and
• Information sources document possible
 Training
Technical Skills and Range of Performance
S/N Knowledge Abilities Duration
Competencies Application Evidences
(Months)
on legislative and areas of non-
regulatory compliance in
requirements business activities in
accordance with
information format
requirements
• Seek clarifications
on legislative and
regulatory
requirements when
needed

7 People and • Strategies to • Build awareness of NA

Relationship promote an inclusive diversity and promote
Management work environment an inclusive work
• Types of diversity environment which
markers and their embraces diversity
implications at work • Build team cohesion
• Strategies to build to achieve
team cohesion to organisational service
achieve excellence
organisational service • Manage diversity
excellence challenges and
• Methods to assess opportunities that
diversity challenges have implications on
and opportunities service delivery
• Methods to manage • Translate diversity
diversity challenges challenges into
and opportunities in opportunities to foster
 Training
Technical Skills and Range of Performance
S/N Knowledge Abilities Duration
Competencies Application Evidences
(Months)
the service team cohesion and
environment enhance service
• Significance of delivery
identifying diversity
opportunities in the
organisation

8 People Development • Characteristics of • Apply workplace NA

competency-based learning plans based
training on appropriate
• Workplace learning workplace learning
methods methods
• Components of • Prepare to facilitate
workplace learning workplace learning
plans • Provide on-the-job
• Questioning instructions and
techniques coaching to increase
• Instructional the capabilities and
techniques and performance of team
methods of working members
with team members • Communicate
to increase capability expectations of work
and performance performance in a
• Principles of giving positive manner
and receiving • Facilitate workplace
feedback learning using
workplace learning
plans
• Provide feedback on
 Training
Technical Skills and Range of Performance
S/N Knowledge Abilities Duration
Competencies Application Evidences
(Months)
work progress

• Concept of • Identify importance NA

productivity of productivity at
• Importance of workplace
productivity • Facilitate
• Benefits of higher implementation of
productivity at productivity and
workplace process initiatives
• Factors affecting • Review selected
productivity techniques and tools
Productivity
9 improvement for workplace
Improvement
• Need for productivity
productivity improvement
improvement • Track productivity
• Types of performance
productivity • Provide feedback on
measurement ways to improve
• Methods of data productivity and
collection processes

10 Service Coaching • Characteristics and • Prepare coaching NA

roles of a coach plan for individuals to
• Components of a address service
coaching plan performance issues
• Methods to identify • Demonstrate the use
areas of improvement of coaching
• Techniques for techniques to address
coaching service performance
 Training
Technical Skills and Range of Performance
S/N Knowledge Abilities Duration
Competencies Application Evidences
(Months)
• Barriers to learning issues
• Techniques for • Monitor progress of
monitoring individual individual for
for improvements in improvements in
service performance service performance
• Methods to provide • Review
feedback to effectiveness of
individual on service coaching techniques
performance

11 Service Excellence • Methods to promote • Promote a NA

a customer-centric customer-centric
culture culture within the
• Methods to develop service environment
knowledge of to achieve service
organisation’s service excellence
offering • Enhance knowledge
• Methods to establish of organisation’s
customer rapport service offerings and
• Types of service customer profile on a
opportunities and continuous basis
escalated service • Establish customer
challenges rapport to build
• Methods to respond customer confidence
to service • Respond to service
opportunities and opportunities and
escalated service escalated service
challenges challenges to
reinforce customers’
 Training
Technical Skills and Range of Performance
S/N Knowledge Abilities Duration
Competencies Application Evidences
(Months)
confidence in the
organisation

• Types of • Gather information NA

information relevant relating to the
to the industry in industry in which the
which the organisation operates
organisation operates • Analyse impact of
in internal and external
• Industry or sector in trends on the
which the organisation
organisation operates • Monitor internal
in and external trends
• Internal and external relevant to the
Service Information trends in the industry industry in which the
12
and Results or sector organisation operates
• Methods to analyse in
impact of internal and
external trends on the
industry in which the
organisation operates
in
• Types of networks
relevant to the
organisation’s
industry

13 Service Innovation • Importance of • Recognise the NA

service innovation importance of service
 Training
Technical Skills and Range of Performance
S/N Knowledge Abilities Duration
Competencies Application Evidences
(Months)
• Types of service innovation in the
innovation organisation
• Methods to generate • Generate potential
potential service service innovation
innovation ideas ideas to transform the
• Methods to evaluate customer experience
potential service • Evaluate potential
innovation ideas service innovation
• Types of mock-up ideas according to
of service innovation organisational
ideas evaluation criteria
• Process of • Present mock-up of
presenting mock-ups service innovation
• Types of ideas to stakeholders
stakeholder decisions
and follow-up actions

14 Service Leadership • Characteristics of a • Demonstrate the NA

role model characteristics of a
• Organisation’s role model that reflect
vision, mission and the organisation's
values vision, mission and
• Methods to values
demonstrate the • Encourage team to
organisation’s vision, deliver service
mission and values • Promote a
• Methods to customer-centric
encourage team to culture within the
deliver service service environment
 Training
Technical Skills and Range of Performance
S/N Knowledge Abilities Duration
Competencies Application Evidences
(Months)
• Methods to promote to achieve service
a customer centric excellence
culture • Monitor
• Methods to monitor performance of self
performance of self and team to ensure
and team consistency with the
organisation’s
guidelines

15 Service Planning and • Types of resources • Recognise resources NA

Implementation required by the required for service
organisation for operations
service operations • Recognise the
• Organisation’s resources required at
guidelines to support different points of the
service operations service value chain
• Methods to • Deploy resources
implement guidelines according to service
for service operations operations plan
• Types of • Recognise the role
performance issues of support centres
related to service and/or contact centres
operations in service delivery
• Process of resolving • Monitor workload
performance issues allocation among
• Sources of feedback team
on service operations • Review resource
• Process of requirements to cater
monitoring feedback to high volume
 Training
Technical Skills and Range of Performance
S/N Knowledge Abilities Duration
Competencies Application Evidences
(Months)
on service operations customer traffic
situations
• Implement service
operations to achieve
service excellence
• Resolve
performance issues
within one’s limits of
authority that may
occur during service
operations
• Monitor feedback
from customers and
team on service
operations

16 Technology Adoption • Security in the • Use information NA

and Innovation usage of information management systems
and communications to extract and/or
technology (ICT) record data related to
systems operations
• Security concepts • Use information
relating to data management systems
management to manage the
• Information organisation’s
management systems inventories
and their usage • Track and handle
• Management of data sales and/or other
and information for business transactions
 Training
Technical Skills and Range of Performance
S/N Knowledge Abilities Duration
Competencies Application Evidences
(Months)
operations and tasks using information
management systems
• Handle information
and data in
accordance with
organisational
procedures and
guidelines
• Support colleagues
using the software
applications and
systems
• Provide feedback to
improve the use of
software applications
to increase system
productivity

17 Threat Observation • Types of disorderly • Assess persons’ NA

and suspicious behaviour and
behaviour determine if intent is
• Characteristics of malicious
terrorists • Draw on past
• Methods of experience to predict
reconnaissance malicious intent
• Signs of
inappropriate
demeanour, potential
suicide bombers, and
 Training
Technical Skills and Range of Performance
S/N Knowledge Abilities Duration
Competencies Application Evidences
(Months)
surveillance and
intelligence gathering
being conducted
• Common indicators
of suspicious persons
• Basic crowd control

18 Tourism Promotion • Common types of • Identify available NA

tourist information sources of tourist
that guests and/or information, in
customers might accordance with
request for organisational
• Guidelines for procedures
accessing tourist • Identify and access
information and useful tourist
promoting products information
and services • Determine guests’
• Guidelines for, and and/or customers’
benefits of, providing requirements through
tourist the use of appropriate
recommendations to questioning
suit guests’ and/or techniques
customers’ • Comply with legal
requirements requirements when
• Benefits of keeping recommending
updated on tourist tourism products and
information services
• Types of guest • Present and
and/or customer recommend
 Training
Technical Skills and Range of Performance
S/N Knowledge Abilities Duration
Competencies Application Evidences
(Months)
needs and wants additional products
• Importance of and services, in
performing an accordance with
ambassador role in guests’ and/or
providing information customers’
and additional requirements
services to guests • Perform follow-up
and/or customers with guests and/or
• Importance of customers, in
identifying guests’ accordance with
and/or customers’ organisational
verbal and non-verbal standards
cues that will provide • Perform the role of
opportunities for an ambassador in
additional sales accordance with
• Importance of organisational
follow-up services guidelines
with guests and/or • Keep up-to-date
customers with changes in the
tourism industry, in
line with business
operations
• Identify guests’
and/or customers’
verbal and non-verbal
cues that will provide
opportunities for
additional sales
 Training
Technical Skills and Range of Performance
S/N Knowledge Abilities Duration
Competencies Application Evidences
(Months)
• Types of routine • Adhere to WSH NA
and non-routine work policies and
activities procedures
• Types of • Assist in the
compliance conduct of
inspection processes compliance
• Methods of hazard inspections within
identification and risk work area
assessment • Identify non-
• Types of risks compliances, unsafe
associated with work conditions and
hazards, unsafe work practices
Workplace Safety practices and • Monitor and review
and Health conditions the effectiveness of
19
Performance • Types of non- the implemented
Management compliances, unsafe control measures
work conditions and • Identify gaps in the
practices existing control
• Principles of the measures and report
Hierarchy of Control to management for
• WSH control appropriate corrective
measures and actions and
Personal Protective preventive actions
Equipment (PPE) • Communicate the
• Gaps in the existing risks and control
control measures and measures to the
actual practices relevant stakeholders