SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES

TECHNICAL SKILLS AND COMPETENCIES (TSC) REFERENCE DOCUMENT

TSC Category Front Office Operations and Services

TSC Front Office Operations Management

TSC Description Provide reception and front desk services to guests, including guest registration and room check-in and check-out processes

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

Description HAS-HTO-2005-1.1 HAS-HTO-3005-1.1 HAS-HTO-4005-1.1 HAS-HTO-5005-1.1
Perform front office Supervise front office Manage front office Lead front office operations
operations to meet guest operations operations and handling to achieve key performance
needs guests’ concerns and indicators
feedback
Knowledge  Importance and  Importance of  Guidelines and  Resource planning to
guidelines for supervising and procedures to prepare support delivery of front
performing start-of-shift performing start-of-shift for start-of-shift and office services
and end-of-shift and end-of-shift end-of-shift activities  Key performance
activities activities and reviewing  Importance of reviewing indicators for evaluating
 Operational guidelines staff work assignments, daily occupancy, effectiveness of front
of the required property cashier collections, inventory and guest office operations
management system remittances and other activities from the  Types of quality control
and operating consoles operational activities property management tools
to facilitate front desk  Guidelines on reviewing system  Techniques of root cause
activities property information in  Guidelines for analyses
 Guidelines on property management managing resources  Service recovery
safekeeping cash float, system and work schedules techniques to manage
cashier-related  Strategies for managing  Importance of unresolved and
transactions and property inventory in full- responding to changes escalated guests’
handling of foreign house or near full-house in business levels concerns
exchange transactions situations  Types of master keys  Sources of operational
 Importance of proper  Importance of reporting and communication results to determine front
documentation and irregularities in devices, and their office’s achievement of
handling of cashier- operations and usage key performance
related transactions and discrepancies in  Guidelines and indicators
issues property status through procedures for  Techniques for
 Assignment of rooms, appropriate channels performing pre-arrival evaluating operational
processing of  Guests’ personal activities and room results against
reservations, updating particulars required by assignments for VIP organisational objectives
check-in and check-out hotels licensing guests  Guidelines for
records, and other regulations  Guests’ personal implementing actions to
activities to be  Types of guests and particulars required by meet organisational
performed prior to services accorded with hotels licensing objectives
guests’ arrivals and/or VIP status regulations  Legal requirements for
departures  Techniques for  Categories of compliance
 Guidelines for protecting suggestive selling and properties, and types of
guests’ privacy, safety guidelines for amenities, facilities and
and security establishing methods of services entitled to VIP
 Categories of properties, payment guests

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

their amenities and  Guidelines for reporting  Techniques for

facilities guests’ concerns and suggestive selling and
 Guidelines and feedback to managers guidelines for
techniques to perform and documenting the establishing methods of
upselling and suggestive feedback payment
selling  Organisational  Techniques of root
 Importance of reporting guidelines on limits of cause analyses
irregularities within the authority  Strategies for resolving
work area to appropriate  Strategies for service problems and feedback
persons and recovery and techniques escalation related to
departments to handle irate guests front office operations
 Guidelines on workplace  Guidelines on workplace  Strategies for handling
safety and health safety and health and service recovery and
organisation’s duty of compensation policies
care to guests for handling service
 Techniques for coaching breakdowns
 Guidelines for
documenting concerns,
feedback escalation
and problems related to
front office operations
Abilities  Perform start-of-shift  Perform start-of-shift  Monitor and perform  Organise resources in
activities and end-of- and end-of-shift start-of-shift activities accordance with
shift activities activities and end-of-shift resource plan and
 Perform activities prior  Supervise front office activities organisational
to guest arrivals and operations in  Monitor front office requirements
departures accordance with operations to ensure all  Implement actions to
 Handle check-in and organisational functions are operating meet organisational
check-out activities procedures efficiently in accordance objectives
 Handle cashier and  Attend to guest arrivals with organisational  Oversee effectiveness of
foreign exchange and departures procedures front office operations, in
transactions  Handle and resolve  Manage VIP guest accordance with
 Perform inter- irregularities and guest arrivals and departures organisational policies
departmental concerns and feedback  Resolve guests’ and procedures
communications to related to front office concerns and feedback  Oversee compliance with
address the needs of operations escalation legal and finance
guests  Record and follow up  Anticipate the special requirements
 Coordinate and prioritise on work processes that needs and requests of  Evaluate operational
resources to support compromise security of guests and ensure results against
contingency plans that guests guests' well-being is organisational objectives
arise in the course of  Implement corrective taken care of and key performance
work actions on staff work throughout their stay indicators
assignments, check-in  Recognise the  Manage unresolved,
records and staff concerns of guests and escalated concerns from
interactions with guests team members guests
to rectify problems and  Seek feedback from  Resolve front office

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

close performance gaps guests through informal performance issues

 Adjust priorities to platforms to enhance  Recognise opportunities
respond to the their experience at the to apply new and
changing needs of property evolving technologies
guests in an accurate  Advocate feedback  Provide necessary
and timely manner loops for continuous support and resources
improvement to for team member to carry
encourage a work out their decisions
environment where
team members’
feedback is valued
 Provide guidance and
encouragement to
boost team morale and
sense of belonging

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Effective Date: June 2019, Version 1.1