Skills Framework for Hotel and Accommodation Services

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What Is it?

The Skills Framework (SFw) is a SkillsFuture initiative developed for the Singapore workforce to promote skills mastery and lifelong learning, and takes reference from the Industry Manpower Plans (IMPs) where available.

Jointly developed by SkillsFuture Singapore (SSG), Workforce Singapore (WSG), and the Singapore Tourism Board (STB), together with industry associations, training providers, organisations and unions, the Skills Framework for Hotel and Accommodation Services provides useful information on:

  • Sector information;

  • Career pathways;

  • Occupations and job roles;

  • Existing and emerging skills; and

  • Training programmes for skills upgrading and mastery.

Who Is It For?

Individuals who wish to join or progress within the Hotel and Accommodation Services sector, to assess their career interest, identify relevant training programmes to upgrade their skills and prepare for the desired job roles.

Employers will be able to recognise these skills and invest in training their employees for career development and skills upgrading.

Training can gain insights on sector trends, existing and emerging skills that are in demand, and design programmes to address the industry needs accordingly.

How Does It Work?

The SFw for Hotel and Accommodation Services contains information on trends, career pathways, occupations, job roles, skills and competencies and training programmes.


(i) Sector Information

This sections provides information on the SFw for Hotel and Accommodation Services, including information on trends and workforce profiles in the sector.

Click here (PDF, 2.86 MB) to download the Guide to Occupations and Skills for the SFw for Hotel and Accommodation Services.


(ii) Career Pathways

The Career Pathways show the possible options for vertical and lateral progression for advancement and growth. Four (4) Tracks have been identified (i) Housekeeping (ii) Front Office (iii) Revenue and Distribution and (iv) Sales and Marketing, which encompass 38 job roles.

Click the following link to download the Career Pathways for the Hotel and Accommodation Services sector. [PDF (PDF, 43.85 KB) / Word (DOCX, 409.9 KB)]


(iii) Skills Map

The Skills Maps covers a total of 38 job roles, critical work functions, key tasks and skills and competencies aligned to the four tracks.

 

(a) View the Occupations/Job Roles under the SFw for Hotel and Accommodation Services

Click on the tracks listed below to download the Skills Map for each track.

Housekeeping

i. Housekeeping Operations

ii. Laundry Operations

Management

Front Office

i. Concierge Operations

ii. Front Office Operations

iii. Club Floor Operations

Management

Revenue and Distribution

i. Revenue Management

ii. Reservation Operations

Management

Sales and Marketing

i. Sales and Catering

ii. Marketing Communications

Management

iii. Event Services

  • *Refer to Skills Framework for Tourism for job roles under Event Services.

 

(iv) Skills and Competencies

The Skills and Competencies identified for each of the job roles fall under two broad classifications: (i) Technical Skills and Competencies, and (ii) Critical Core Skills (previously known as Generic Skills and Competencies).

 

(a) View the Technical Skills and Competencies for the SFw for Hotel and Accommodation Services

Technical Skills and Competencies comprise occupation/job-specific knowledge, skills and abilities that a person needs to have to perform the various tasks.

Click the following link to download the Overview of Technical Skills and Competencies for the SFw for Hotel and Accommodation Services. [PDF (PDF, 200.97 KB) / Word (DOCX, 169.41 KB)]

Click here (ZIP, 3.9 MB) to download all Technical Skills and Competencies for the SFw for Hotel and Accommodation Services.

Business Development

Business Management

Customer Experience

Executive Leadership

Front Office Operations and Services

General Management

Housekeeping Operations

Infocomm Technology and Data

Marketing Communications

People Management

Productivity and Innovation

Revenue and Distribution

Risk and Compliance Management

Sales and Marketing

Workplace Safety and Security Management

 

(b) View the Critical Core Skills (previously known as Generic Skills and Competencies) for the SFw for Hotel and Accommodation Services

Each job role in every Skills Framework developed has Generic Skills and Competencies (GSCs) identified. The GSCs are employability/transferable skills and competencies.

 

An industry review of the GSCs was conducted in 2019, culminating in the creation of the Critical Core Skills (CCS). Visit this link to access information about the CCS. Users of the Skills Framework can also locate the GSC-to-CCS mapping document and advisory there.


(v) Training Programmes

The Training Programmes provide information on skills acquisition that are available for new entrants and in-service personnel to acquire skills and competencies required for various job roles in the Hotel and Accommodation Services sector.

 

(a) View the Training Programmes for new entrants

These are programmes that equip new entrants with skills and knowledge for the specific job role in the sector at their respective entry level.

 

(b) View the Training Programmes for in-service employees

For in-service employees who work in the Hotel and Accommodation Services sector and who aspire to take on more challenging roles at work, you can identify and enrol in the training programmes listed here to acquire the relevant skills.

These are programmes for in-service personnel to broaden or deepen specific skills and knowledge for the various job roles in the sector.

Housekeeping

i. Housekeeping Operations

ii. Laundry Operations

Management

Front Office

i. Concierge Operations

ii. Front Office Operations

iii. Club Floor Operations

Management

Revenue and Distribution

i. Revenue Management

ii. Reservation Operations

Management

Sales and Marketing

i. Sales and Catering

ii. Marketing Communications

Management

iii. Event Services

  • *Refer to Skills Framework for Tourism for job roles under Event Services.

 

 

(c) View the Training Programmes for Critical Core Skills (previously known as Generic Skills and Competencies or GSCs)

These are programmes through which individuals can acquire the Critical Core Skills (CCS), which are transferable and can be applied across sectors. The CCS facilitate employability by supporting individuals in acquiring relevant Technical Skills and Competencies (TSCs) for various job roles in different sectors. Please visit this link to access the list of CCS training programmes offered by the Institutes of Higher Learning.

 

For more information on Training Programmes, please visit the respective training providers’ websites or http://www.skillsfuture.gov.sg/credit.

Skills Framework Templates

  

This section helps users to populate Skills Framework content into editable Microsoft Word templates.

Step 1: Select template(s)



Step 2: Select Occupation(s)/Job Role(s)

Step 3: Click HERE to Download

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    HOW you will benefit

    • Understand the intent and purpose of the Skills Framework
    • Comprehend the components of the Skills Framework
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    • Adopt the Skills Framework to improve people strategy and business outcomes

     

    WHO should attend

    • HR practitioners who: 
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