Career paths housekeeping department

President Director is is responsible for giving strategic guidance
and direction to the board to ensure that the Company achieves
its financial vision, mission and long term goals. My main
purpose of this role is to direct and control the all business
operations
Experience
President Director
 A proven track record of successfully managing a company.
 Experience in the management senior staff, employees and
available resources.
 A high level of business awareness and acumen.
 Understanding the intricacies of financial management
and management.
 Excellent Leadership, communication and organisational
skills.
 Excellent analytical and problem-solving skills.
 Strong crisis management and conflict mediation skills.
Detail Experience can be browse this below link
linkedin.com/in/agustinus-agus-purwanto-a60967b9
Education
2004-2006
Master Management (MSDM) – Udayana University
1999-2003
Economic & Development Study – Open University
My Portfolio
My portfolio is in a separate appendix to complete these
curriculum vitae
References
References available on request
Phone:
+62 821 4586 2051
E-Mail:
president@sphmhospitality.com
Linkedin:
linkedin.com/in/agustinus-agus-
purwanto-a60967b9
Skill Highlights
 Hospitality Management
 Project management
 Strong decision maker
 Complex problem solver
 Understanding Multi Operations
 Innovative
 Company Growth-focused
Languages
English
Bahasa Indonesia
AGUSTINUS AGUS PURWANTO

Hotel Management SPHM Hospitality
Denpasar, Bali, Indonesia – 80234
Email: info@sphmhospitality.com
Website: https://sphm-hospitality.wixsite.com/e-brochuresphm
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4. REVENUE MANAGEMENT
Career Paths, Skills Mapping and Competencies

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SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES
SKILLS MAP - HOUSEKEEPING ATTENDANT/ROOM ATTENDANT/PUBLIC AREA ATTENDANT
Sector Hotel and Accommodation Services
Track Housekeeping
Sub-Track Housekeeping Operations
Occupation Housekeeping Professional
Job Role Housekeeping Attendant/Room Attendant/Public Area Attendant
Job Role
Description
The Housekeeping Attendant/Room Attendant/Public Area Attendant is responsible for the cleanliness
and orderly presentation of rooms and/or public areas to create a positive impression for guests and/or
customers. He/She performs cleaning, replenishes amenities and supplies as well as checks and reports
items in need of maintenance or replacement. He updates room cleaning status, turns over any lost and
found items and maintains the housekeeping cart before and after each shift.
As a service operations staff, he projects a professional image and provides assistance to address guests'
concerns and special requests at the floor. He complies with organizational and regulatory requirements
to ensure hygiene, security and workplace safety and health when carrying out his duties.
He is a service-oriented individual who is able to interact with guests in a professional and respectful
manner. He has an eye for detail and is able to work independently and as a team on shifts, including
weekends and public holidays. To meet the physical demands of the job, he has to be physically fit to lift
heavy loads such as mattresses.
Critical Work
Functions and
Key Tasks
Critical Work Functions Key Tasks
Manage housekeeping
operations
Perform activities for shift duty check-in and check-out
Perform cleaning activities in rooms and/or public areas
Replenish amenities and supplies in rooms and/or public areas
Inspect rooms and/or public areas to report defects and missing
items
Update room status on completion of housekeeping work activities
Report and turn over lost and found items
Restock and maintain cleanliness of cleaning carts
Drive service and operational
excellence
Adhere to personal grooming and hygiene standards to project a
professional image
Respond to guests' requests, concerns and feedback on the floor
Identify areas for work performance improvement
Critical Work
Functions and
Key Tasks
Manage operational risks Comply with organizational and regulatory requirements on hygiene,
and workplace safety and health when carrying out work
Report safety hazards and security threats in accordance with
organizational guidelines
Respond to emergency situations in accordance with organizational
standard operating procedures
Skills and
Competencies
Technical Skills and Competencies Generic Skills and Competencies (Top 5)
Crisis Management Level 1 Service Orientation Basic
Customer Challenges Management Level 2 Problem Solving Basic
People and Relationship Management Level 1 Communication Basic
Productivity Improvement Level 1 Teamwork Basic
Public Areas Housekeeping Operations
Management
Level 1 Interpersonal Skills Basic
Room Housekeeping Operations
Management
Level 1,2
Service Excellence Level 1

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Service Planning and Implementation Level 1
Technology Adoption and Innovation Level 1
Threat Observation Level 1
Workplace Safety and Health
Performance Management
Level 1
PROGRAMS
TRAINING
Career Path Training, Please contact email: info@sphmhospitality.com

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Track Housekeeping
Sub-Track Housekeeping Operations and Laundry Operations
Job Role Bell Captain
Job Role
Description
The Housekeeping Coordinator coordinates and assists in the daily housekeeping operations
and requirements, and performs administrative duties to ensure the smooth running of the
Housekeeping department. He / She liaises with various departments to coordinate
housekeeping activities, assists in allocating housekeeping assignments and updates room
status for allocation. He also takes stock of inventories and administers maintenance works
for rooms, public areas as well as housekeeping equipment and machines.
He responds to guests' requests and feedback, and handles lost and found items as part of
his responsibilities to serve guests to their satisfaction. To ensure workplace safety and the
security of the property, he assists to monitor the housekeeping team's compliance with
hygiene and workplace safety and health requirements and reports safety hazards and
security threats. His administrative role includes maintaining records, generating reports and
coordinating meetings for the department. He provides suggestions for continuous
improvement and may be required to take on other duties as assigned.
He is an effective communicator with good organizational and administrative skills. He is able to work
independently and as a team. He may be required to work on shifts, including weekends and public
holidays.
Critical Work
Functions and
Key Tasks
Manage housekeeping
operations
Assist in the assignment of housekeeping tasks and rooms to the
housekeeping team
Coordinate daily housekeeping activities with other functional areas
within the organization
Monitor and update room status to facilitate coordination of
housekeeping assignments
Conduct maintenance checks on housekeeping equipment and
machines
Assist in the coordination of maintenance works for rooms, public
areas and housekeeping equipment and machines
Record and perform safekeeping of lost and found items
Conduct inventory count on housekeeping supplies and equipment
excellence
Coordinate and monitor follow-up on guest requests
Handle guests' concerns and feedback
Provide suggestions to improve housekeeping operations and
enhance customer experience
Manage operational risks Assist to monitor team's compliance with organizational and
regulatory requirements on hygiene, and workplace safety and
health
Assist in the execution of response and recovery actions during
emergency situations
Manage human resources,
finance and report management
Consolidate budget reports for the department
Maintain housekeeping records and generate reports for the
department
SKILLS MAP - HOUSEKEEPING COORDINATOR

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Coordinate meetings for the department
Skills and
Competencies
Asset and Inventory Management Level 2 Service Orientation Basic
Crisis Management Level 2 Communication Basic
People and Relationship
Management
Management
Level 2
Service Challenges Level 1
Service Innovation Level 1
Level 2
PROGRAMS
TRAINING

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Track Housekeeping
Job Role Assistant Housekeeper/Assistant Housekeeping Manager/Housekeeping Supervisor
Job Role
Description
The Assistant Housekeeper/Assistant Housekeeping Manager/Housekeeping Supervisor
organizes and supervises the day-to-day housekeeping operations to ensure rooms and
public areas are well-maintained for the comfort of guests. He / She plans resources, allocates
work assignments, supervises cleaning activities, inspects rooms and monitors the turnover of
rooms to uphold the highest level of cleanliness and efficiency of the team.
To support service excellence and continuous improvement, he looks into escalated guest
concerns and implements improvement, innovation and sustainability plans for the department.
He monitors operational risks including security threats, emergency situations and the team's
compliance with hygiene and workplace safety and health requirements. His supervisory role
includes providing coaching to team members, and managing team development needs and
performance.
He is an individual with strong communication and problem-solving skills. He works well under pressure
in a fast-paced environment. He works on shifts, including on weekends and public holidays. To meet the
physical demands of the job, he has to be physically fit to lift heavy loads such as mattresses..
Critical Work
Functions and
Key Tasks
Manage housekeeping
operations
Plan resources and allocate work assignments to team members
Organize work activities for shift commencement and completion
Supervise work performance to ensure cleaning and maintenance
are carried out in accordance with organizational procedures and
standards
Inspect rooms and public areas to ensure cleanliness level conforms
to organizational standards
Monitor turnover of rooms to ensure housekeeping efficiency
Coordinate the maintenance of rooms, public areas and
housekeeping equipment
Maintain inventory of housekeeping supplies and equipment
excellence
Resolve guests' concerns and feedback
Propose improvements to enhance operational efficiency and guest
experience
Implement innovation, improvement and sustainability plans for
continuous improvement
Manage operational risks Monitor team's compliance with organizational and regulatory
requirements on hygiene, and workplace safety and health
Identify and monitor signs of potential security threats for
appropriate follow-up
Execute response and recovery actions during emergency situations
Implement loss and risk prevention policies and procedures
Manage human resources,
finance and report management
Generate and interpret operations reports for management
reporting
Provide coaching and feedback to improve team performance
Monitor team performance and provide feedback for improvement
SKILLS MAP - ASSISTANT HOUSEKEEPER/ASSISTANT HOUSEKEEPING MANAGER/HOUSEKEEPING SUPERVISOR

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Skills and
Competencies
Asset and Inventory Management Level 2,3 Communication Intermediate
Crisis Management Level 3 Interpersonal Skills Intermediate
Customer Challenges Management Level 3 Service Orientation Intermediate
Customer Experience Management Level 3 Resource Management Intermediate
Environmental Sustainability
Management
Level 3 Problem Solving Intermediate
Innovation Management Level 3
Loss and Risk Prevention
Management
Level 3
Organizational Relationship Building Level 3
People and Performance
Management
Level 3
People and Relationship
Management
Level 3
People Development Level 3
Productivity Improvement Level 3
Public Areas Housekeeping
Operations Management
Level 3
Resource Management Level 3
Management
Level 3
Service Coaching Level 3
Service Planning and
Implementation
Level 3
Staff Management Level 3
Vendor Management Level 3
Level 3
PROGRAMS
TRAINING

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Track Housekeeping
Job Role Assistant Executive Housekeeper
Job Role
Description
The Assistant Executive Housekeeper manages the day-to-day housekeeping operations to
ensure consistently high operating standards in every area of housekeeping. He / She develops
operations plans, implements housekeeping operating procedures and service standards and
monitors the department's adherence to these performance requirements.
To support service excellence and organizational continuous improvement, he takes on service
recovery for escalated guest concerns and feedback as well as initiatives to bring about
improvement, innovation and sustainability to housekeeping operations and service quality. He
ensures workplace safety and security for staff and guests through compliance and prevention
management. His role also includes providing coaching to staff, managing staff development
and performance, as well as supporting budget forecasting and managing cost control for the
department.
He is an effective communicator who is able to interact with all levels of staff as well as guests. He has a
passion for delivering an exceptional level of guest service and is able to handle multiple tasks in a
dynamic environment. He may be required to frequently move around the property and to work on
some weekends and public holidays
Critical Work
Functions and
Key Tasks
Manage housekeeping operations Develop operations plans for the department
Review manpower allocation for work assignments
Implement operating procedures and service standards for
housekeeping operations
Monitor housekeeping operations to ensure adherence to
organizational standards and procedures
Monitor outsourced services and work quality of vendors
Monitor inventory of housekeeping supplies and equipment
excellence
Manage service recovery for escalated guests' concerns and
feedback
Analyze service quality of housekeeping operations for continuous
improvement
Review systems and processes for workflow and productivity
improvement
Innovate new ideas on housekeeping services to enhance guest
experience
Direct the implementation of sustainability programs to drive
organizational green initiatives
Manage operational risks Operationalize compliance management on hygiene, and workplace
safety and health requirements
Manage loss and risk prevention policies and procedures to
minimize loss and risk in business operations
Manage emergency situations
Manage human resources, finance
and report management
Review housekeeping reports to monitor and report departmental
performance
Support budget forecasting processes for the department
Manage cost control to keep departmental operating expenses
within budget
SKILLS MAP - ASSISTANT EXECUTIVE HOUSEKEEPER

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Provide coaching and guidance to improve staff work performance
Establish learning and development plans and facilitate learning and
development opportunities to enhance work performance
Manage team performance to achieve department goals
Skills and
Competencies
Asset and Inventory Management Level 3 Leadership Intermediate
Budgeting Level 3 Decision Making Advanced
Business Continuity Planning Level 4 Sense-Making Intermediate
Business Planning Level 4 Problem Solving Advanced
Business Presentation Delivery Level 4 Interpersonal Skills Advanced
Business Relationship Building Level 4
Change Management Level 4
Crisis Management Level 4
Customer Experience Management Level 4
Dispute Resolution Level 4
Management
Level 4
Hospitality Data Collection and
Analysis
Level 3
Loss and Risk Prevention Management Level 4
People and Performance Management Level 4
People and Relationship Management Level 4
Management
Level 4
Service Information and Results Level 4
Service Innovation Culture Level 4
Vision Leadership Level 4
Level 4
PROGRAMS
TRAINING

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Track Housekeeping
Sub-Track Laundry Operations
Job Role Linen Room Attendant/Laundry Valet Attendant
Job Role
Description
The Linen Room Attendant/Laundry Valet Attendant performs daily assigned duties to support
the day-to-day laundry, linen and uniform room operations, ensuring the delivery of clean
garments, uniforms, towels and linens to all internal and external customers. He / She collects
and delivers guest laundry, performs laundry cleaning, sorts and issues linens and uniforms,
and assists in inventory count. He also cleans and maintains laundry equipment and the work
area.
As part of service delivery, he has to handle guests' requests and respond to their concerns
and feedback in a professional and courteous manner. He complies with organizational
guidelines and regulations on hygiene and workplace safety and health, and reports safety
hazards observed to ensure workplace safety and security.
He is a team player with a high level of attentiveness to details and good communication skills to interact
with guests and all levels of staff. He works on shifts, including weekends and public holidays. He is
physically fit to meet the physical demands of the job which may involve constant standing, walking and
lifting of heavy laundry and linen loads during a shift.
Critical Work
Functions and
Key Tasks
Manage housekeeping operations Perform activities for shift duty check-in and check-out
Collect and deliver guests' laundry
Perform laundry cleaning in accordance with organizational
procedures
Perform sorting, storage and issuance of linens and uniforms
Assist to conduct inventory count
Clean and maintain equipment and work areas
Document and maintain records on work activities and inventory
tracking
excellence
Adhere to personal grooming and hygiene standards to project a
professional image
Respond to guests' requests, concerns and feedback on the floor
Identify areas for work performance improvement
Manage operational risks Comply with organizational and regulatory requirements on
hygiene, and workplace safety and health when carrying out work
Respond to emergency situations in accordance with organizational
standard operating procedures
Skills and
Competencies
Crisis Management Level 1 Problem Solving Basic
Customer Challenges Management Level 2 Communication Basic
Laundry Operations Management Level 1 Teamwork Basic
Linen and Uniform Room Operations
Management
SKILLS MAP - LINEN ROOM ATTENDANT/LAUNDRY VALET ATTENDANT

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Level 1
PROGRAMS
TRAINING

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Track Housekeeping
Job Role Housekeeping Coordinator
Job Role
Description
The Housekeeping Coordinator coordinates and assists in the daily housekeeping operations
and requirements, and performs administrative duties to ensure the smooth running of the
Housekeeping department. He / She liaises with various departments to coordinate
housekeeping activities, assists in allocating housekeeping assignments and updates room
status for allocation. He also takes stock of inventories and administers maintenance works for
rooms, public areas as well as housekeeping equipment and machines.
He responds to guests' requests and feedback, and handles lost and found items as part of his
responsibilities to serve guests to their satisfaction. To ensure workplace safety and the
security of the property, he assists to monitor the housekeeping team's compliance with
hygiene and workplace safety and health requirements and reports safety hazards and
security threats. His administrative role includes maintaining records, generating reports and
coordinating meetings for the department. He provides suggestions for continuous
improvement and may be required to take on other duties as assigned.
He is an effective communicator with good organizational and administrative skills. He is able to work
independently and as a team. He may be required to work on shifts, including weekends and public
holidays
Critical Work
Functions and
Key Tasks
Manage housekeeping operations Assist in the assignment of housekeeping tasks and rooms to the
housekeeping team
Coordinate daily housekeeping activities with other functional areas
within the organization
Monitor and update room status to facilitate coordination of
housekeeping assignments
Conduct maintenance checks on housekeeping equipment and
machines
Assist in the coordination of maintenance works for rooms, public
areas and housekeeping equipment and machines
Record and perform safekeeping of lost and found items
Conduct inventory count on housekeeping supplies and equipment
excellence
Coordinate and monitor follow-up on guest requests
Handle guests' concerns and feedback
Provide suggestions to improve housekeeping operations and
enhance customer experience
Manage operational risks Assist to monitor team's compliance with organizational and
regulatory requirements on hygiene, and workplace safety and
health
Assist in the execution of response and recovery actions during
emergency situations
Consolidate budget reports for the department
Maintain housekeeping records and generate reports for the
department
Coordinate meetings for the department
SKILLS MAP - HOUSEKEEPING COORDINATOR

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Technical Skills and Competencies Technical Skills and Competencies
Crisis Management Level 2 Communication Basic
People and Relationship Management Level 1 Interpersonal Skills Basic
Management
Level 2
Level 2
PROGRAMS
TRAINING

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Track Housekeeping
Job Role Linen Room Supervisor
Job Role
Description
The Linen Room Supervisor supervises the daily operations of the laundry, linen and uniform
room to ensure adherence to organizational procedures and standards. He / She plans
resources, allocates work assignments, oversees laundry, linen and uniform room workflow and
supervises work performance and quality control. He also maintains an inventory of assets and
supplies and coordinates equipment and facilities maintenance.
He monitors guests' requests and follow-up actions, and responds to their concerns and
feedback to uphold service standards. He implements improvement, innovation and
sustainability plans for the department for continuous improvement. To ensure workplace safety,
he monitors the team's compliance with hygiene and workplace safety and health requirements,
and executes response and recovery actions during emergency situations. He provides coaching
to team members and manages team development and performance.
He is an individual with strong communication and problem-solving skills who can work well under
pressure in a fast-paced environment, He works on shifts, including weekends and public holidays. He is
physically fit to meet the physical demands of the job which may involve standing, walking and lifting of
heavy laundry and linen loads during a shift.
Critical Work
Functions and
Key Tasks
Manage housekeeping operations Plan resources and allocate work assignments to team members
Organize work activities for shift commencement and completion
Supervise work performance to ensure laundry, linen and uniform
room processes are carried out in accordance with organizational
procedures and standards
Oversee workflow on collection and delivery of laundry and linen
Inspect processed laundry and linen to ensure quality control
Maintain inventory of laundry, linen and uniform room supplies and
equipment
Coordinate maintenance of laundry, linen and uniform room
equipment and facilities
excellence
Monitor guests' requests and follow-up actions
Resolve guests' concerns and feedback
Propose improvements to enhance operational efficiency and guest
experience
Implement innovation, improvement and sustainability plans for
Manage operational risks Monitor team's compliance with organizational and regulatory
requirements on hygiene, and workplace safety and health
Execute response and recovery actions during emergency situations
Generate and verify operations reports for management updates
Identify training needs and implement training plans to enhance
team capabilities
Monitor team performance and provide feedback for improvement
Asset and Inventory Management Level 2,3 Communication Intermediate
Crisis Management Level 3 Service Orientation Intermediate
SKILLS MAP - LINEN ROOM SUPERVISOR

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Customer Challenges Management Level 3 Interpersonal Skills Intermediate
Customer Experience Management Level 3 Resource Management Intermediate
Management
Level 3 Problem Solving Intermediate
Laundry Operations Management Level 3
Management
Level 3
Level 3
PROGRAMS
TRAINING

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Track Housekeeping
Job Role Laundry Manager
Job Role
Description
The Laundry Manager oversees the laundry, linen and uniform room operations to ensure
maximum efficiency in the functioning of the housekeeping department. He / She develops
operations plans, implements operating procedures and service standards and monitors the
department's adherence to these performance requirements. He oversees the distribution of
linens and laundry, inventory management, outsourced services as well as maintenance work.
To ensure service excellence and continuous improvement, he monitors service quality,
manages service recovery and implements initiatives to bring about improvement, innovation
and sustainability to the operations of the laundry, linen and uniform room. He operationalizes
compliance management, loss and risk prevention and manages emergency situations to control
operational risks. His role also includes providing coaching, overseeing staff development plans
and performance, as well as supporting budget forecasting and cost control for the department.
He is a well-organized individual with good communication and problem-solving skills. He is able to work
effectively with other departments to ensure the smooth running of daily operations. He is physically
fit to meet the physical demands of the job which may involve standing, walking and lifting of heavy
laundry and linen loads at times. He may be required to work on some weekends and public holidays.
Critical Work
Functions and
Key Tasks
Manage housekeeping operations Develop operations plans for the department
Review manpower allocation for work assignments
Implement operating procedures and service standards for laundry,
linen and uniform room operations
Monitor laundry, linen and uniform room operations to ensure
adherence to organizational standards and procedures
Monitor distribution of linens and laundry to guest rooms and other
departments
Monitor inventory of laundry, linen and uniform room supplies and
equipment
Monitor outsourced services and work quality of vendors
excellence
Manage service recovery for escalated guests' concerns and
feedback
Monitor service quality to uphold organizational service standards
Review systems and processes for workflow and productivity
improvement
Innovate new ideas on laundry, linen and uniform room services to
enhance operations efficiency and guest satisfaction
Direct the implementation of sustainability programs to drive
organizational green initiatives
Manage operational risks Operationalize compliance management on hygiene, and workplace
safety and health requirements
Manage loss and risk prevention policies and procedures to minimize
loss and risk in business operations
Manage emergency situations
Review operations reports to monitor and report departmental
performance
Support budget forecasting processes for the department
SKILLS MAP - LAUNDRY MANAGER

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Provide coaching and guidance to improve staff work performance
Establish learning and development plans and facilitate learning and
development opportunities to enhance staff work performance
Manage staff performance to achieve department goals
Asset and Inventory Management Level 3 Communication Advanced
Budgeting Level 3 Interpersonal Skills Advanced
Business Continuity Planning Level 4 Resource Management Advanced
Business Planning Level 4 Decision Making Advanced
Business Presentation Delivery Level 4 Problem Solving Advanced
Customer Experience Management Level 4
Management
Level 4
Analysis
Level 3
Laundry Operations Management Level 4
Management
Level 4
Loss and Risk Prevention Management Level 4
Level 4
PROGRAMS
TRAINING

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Track Housekeeping
Job Role EXECUTIVE HOUSEKEEPER/DIRECTOR OF HOUSEKEEPING
Job Role
Description
The Executive Housekeeper/Director of Housekeeping is the head of department. He / She
leads the housekeeping department to provide the highest level of comfort and hospitality to
guests to achieve guest satisfaction and organizational profitability. He leads the development
and implementation of the department's operational strategies and plans, operating procedures
and service standards, and oversees the department's adherence to these performance
requirements. He oversees outsourced services, asset and inventory control and knowledge
management for the department.
As a head of department, he drives improvement, innovation and sustainability initiatives and
adopts best practices and new technology applications as part of the organization’s continuous
improvement efforts. He minimizes operational risks through compliance management and crisis
management. He also oversees budgeting, cost control as well as staff performance and
development.
Analytical and well-organized, he is able to make decisions and manage priorities under time and
resource pressure. With strong leadership and interpersonal skills, he is able to lead staff and work with
other departments in a consultative manner. He may be required to move around the property as he
performs his duties and responsibilities.
Critical Work
Functions and
Key Tasks
Manage housekeeping operations Lead the development and implementation of operations
strategies and plans for the housekeeping department
Develop and review operating procedures and service standards for
Oversee housekeeping operations to ensure adherence to
organizational standards and procedures
Oversee partnerships and quality of outsourced services
Manage asset and inventory control
Lead knowledge management to facilitate housekeeping operations
excellence
Lead the development and evaluation of service recovery strategies
for addressing service gaps
Lead improvement initiatives and service innovation to enhance
service quality and operational efficiency
Lead sustainable operations using green initiatives
Evaluate industry best practices and new technology applications for
organization’s adoption
Manage operational risks Review compliance management on organizational guidelines and
regulatory requirements for housekeeping operations
Develop crisis management, business continuity and recovery plans
for the housekeeping department
Present housekeeping reports and recommendations for
management update and decision-making
Lead budget forecasting processes for the department
Manage departmental budgets to ensure proper utilization and
accounting of resources
Oversee the implementation of capability development plans for
staff
SKILLS MAP - EXECUTIVE HOUSEKEEPER/DIRECTOR OF HOUSEKEEPING

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Lead the management of staff performance to achieve
department goals
Skills and
Competencies
Asset and Inventory Management Level 4 Leadership Advanced
Budgeting Level 4 Interpersonal Skills Advanced
Business Continuity Planning Level 5 Decision Making Advanced
Business Negotiation Level 5 Developing People Advanced
Business Planning Level 5 Sense-Making Advanced
Business Presentation Delivery Level 5
Management
Level 5
Analysis
Level 4
Knowledge Management Level 4
Service Planning and Implementation Level 4,5
Level 5
PROGRAMS
TRAINING

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Track Front Office and Housekeeping
Sub-Track Concierge Operations, Front Office Operations, Club Floor Operations, Housekeeping Operations and
Laundry Operations
Occupation Management Executive
Job Role BUTLER/CLUB FLOOR OFFICER/CLUB FLOOR AGENT
Job Role
Description
The Rooms Division Manager/Director of Rooms oversees the operations and performance of the front
office and housekeeping departments including the front desk, concierge, bell service, club floor,
laundry, and linen and uniform rooms. He / She leads the strategic planning for the rooms division to
develop operational strategies and performance indicators as well as review operating procedures and
service standards. To grow revenue and maximize the financial performance of the rooms division, he
leads the division to maximize room occupancy and foster customer loyalty and retention.
He works towards achieving high levels of guest satisfaction through the consistent execution of the
property's standards, operational leadership and hands-on interaction with guests and team members.
He provides solutions and leads corrective measures on problem areas and drives improvement
initiatives. He is also responsible for knowledge management and operational risks management
through compliance management, corporate governance and crisis management. His senior
management role includes managing financial plans and budgets as well as overseeing talent capability
development and performance management for the rooms division.
Analytical and articulate, he is able to make challenging decisions and communicate effectively to a
diverse group of stakeholders. He possesses strong leadership skills to lead a big team and influence
others towards achieving common goals. He has the ability to work under pressure in a fast-paced
environment and is able to relate to guests and employees at all levels.
Critical Work
Functions and
Key Tasks
Manage rooms division operations Lead the development of operations strategies and performance
indicators for the rooms division
Lead the review of operating procedures and service standards for
the rooms division
Lead the rooms division in strategies to maximize room occupancy
and revenue
Drive customer relationship strategies and programs to foster
customer loyalty and retention
Lead the front office department and housekeeping department to
manage daily operations
Manage partnerships to enhance relationships and collaboration
efforts
Oversee knowledge management and data needs for the rooms
division to achieve operational efficiency
excellence
Direct the resolution of guest issues for service recovery
Review and improve guest experience satisfaction metrics
Facilitate innovation and productivity processes for the rooms
division
Lead change management activities to achieve divisional goals
Drive adoption of technology for productivity and innovation
Manage operational risks Oversee implementation of compliance management and corporate
governance
Oversee the development of crisis management, business continuity
SKILLS MAP - ROOMS DIVISION MANAGER/DIRECTOR OF ROOMS

Page: 24
and recovery plans for the rooms division
Present reports and recommendations for management updates
and decision-making
Establish financial plans and budget requirements for the rooms
division
Review expenditure reports and statements to address budget
variances
Review talent capability and develop high potential employees for
the rooms division
Oversee performance management for the rooms division to
achieve key performance indicators
Skills and
Competencies
Budgeting Level 5 Leadership Advanced
Business Negotiation Level 6 Interpersonal Skills Advanced
Business Presentation Delivery Level 5 Developing People Advanced
Business Relationship Building Level 5 Problem Solving Advanced
Corporate Governance Level 4
Customer Feedback and Relationship
Management
Level 5
Analysis
Level 5
Legal Compliance Management Level 5
Room Revenue Management Level 4
Service Leadership Level 4
Level 5
PROGRAMS
TRAINING

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Track -
Sub-Track -
Job Role HOTEL MANAGER/RESIDENT MANAGER/EXECUTIVE ASSISTANT MANAGER
Job Role
Description
The Hotel Manager/Resident Manager/Executive Assistant Manager is responsible for the
strategic planning and day-to-day operations management of the property. He / She works
with the senior management team to set business operations strategies and performance
indicators, leads the review of operating procedures and service standards and directs all
property services including front office, housekeeping and food and beverage operations to
ensure that the property runs smoothly each day. He resolves operational and guest-related
issues, oversees property maintenance and establishes organizational networks and
relationships for business growth. He also acts as a brand ambassador to promote the
property.
As a champion for organizational excellence, he drives innovative and productivity efforts as
well as technology adoption to enhance property operations and service delivery. He also
oversees operational risk management for the property and holds accountability for financial
and people management which includes budgeting, cost control, organizational capability
development, performance management as well as staff discipline and wellness. As a leader,
he advocates and upholds organizational core values and standards through organizational
culture building and programs.
He is an individual with strong interpersonal, organizational and problem-solving skills to handle guests
and various operations within the property. He is also a good communicator who is eloquent when
managing media and promoting the brand image of the property. He may be required to frequently
move around the property and work on some weekends and public holidays.
Critical Work
Functions and
Key Tasks
Manage front office operations Lead the development of business operations strategies and
performance indicators for the property
Lead the review of operating procedures and service standards
for the property
Lead operations teams to manage the day-to-day property
operations
Oversee operational and guest issues to ensure service continuity
and excellence
Oversee property facilities and maintenance processes to maintain
property value
Establish organizational networks to provide strategic value to
the organization
Foster tripartite relationships for harmonious work collaboration
Act as a brand ambassador to promote the property to various
target audiences
excellence
Establish systems to support innovation within the organization
Drive productivity strategies to improve operational efficiency
Direct change management initiatives for property operations
Lead technology adoption for productivity improvement and
innovation
Fosters staff commitment to providing excellent service
Lead risk management Review organizational corporate governance and compliance
SKILLS MAP - HOTEL MANAGER/RESIDENT MANAGER/EXECUTIVE ASSISTANT MANAGER

Page: 26
management for the operations departments
Establish organizational risk management framework and policy
Lead the development and management of business continuity
strategies and plans
Oversee management of emergency situations
Lead financial performance and
reporting
Formulate financial plans and budgets to maintain property
operations
Oversee cost control to manage operational expenditures and
improve financial performance
Present operational and performance reports to key
stakeholders
Build relationships with the board
Lead people management Review organizational talent capability and develop high potential
employees
Oversee performance management for the operations teams to
achieve key performance indicators
Manage disciplinary and human resource related issues
Advocate diversity and an inclusive organizational culture
Lead staff performance and wellness programs to achieve people
excellence
Drive business ethics and values management programs to guide
code of conduct for employees
Skills and
Competencies
Budgeting Level 5 Leadership Advanced
Business Ethics and Values
Management
Level 6 Interpersonal Skills Advanced
Business Presentation Delivery Level 5 Sense-Making Advanced
Business Relationship Building Level 5 Developing People Advanced
Enterprise Risk Management Level 5
Organization Representative Level 6
Organizational Vision, Mission and
Values Formulation
Level 5
Property Operations Management Level 6
Service Leadership Level 5
Work-Life Harmony Level 6
Level 5
PROGRAMS Career Path Training, Please contact email: info@sphmhospitality.com

Page: 27
TRAINING
Track -
Sub-Track -
Job Role GENERAL MANAGER
Job Role
Description
The General Manager sets the vision, mission and strategic priorities for the property and directs
organizational strategies to achieve business growth and operational excellence. He / She
endorses service and quality standards and leads the management team to effectively manage
the various functional areas to maximize guest experiences and uphold the property's brand
image. To achieve business growth, he develops strategic business relationships and
partnerships, leads property refurbishments and asset enhancements and advocates the
organization’s interest at key events.
Innovative and transformative, he drives a culture to encourage innovation, productivity and
continuous improvement and leads organization change management initiatives and knowledge
management. He oversees risk management for the organization and is also accountable for
financial and treasury management and represents the organization as a board member. As a
leader in a pinnacle role, he drives organizational vision and values to foster a committed and
competent workforce and endorses human resource strategies for performance and reward
management, capability development and succession planning. He oversees disciplinary and
human resource-related issues as well.
He is a good communicator and a leader who is able to motivate and empathize with staff while
enforcing high standards of service in the property. He possesses strong financial acumen and critical
thinking skills to make strategic decisions and solve problems in a fast-paced environment. He may be
required to frequently move around the property.
Critical Work
Functions and
Key Tasks
Drive business strategies and
growth
Develop organizational vision, mission and strategic priorities
Direct development of organizational strategies for business
development and operational excellence
Endorse organizational service and quality standards and
procedures to establish brand image
Develop strategic business partnerships for growth opportunities
Lead property refurbishments and asset enhancements
Represent and advocate organization’s interest at key events
excellence
Drive a culture to encourage innovation, productivity and
continuous improvement for the organization
Lead change management initiatives for the organization
Drive knowledge management for the property to maintain business
information and facilitate operational efficiency
Lead risk management Lead organizational compliance with licensing laws and regulatory
requirements and guidelines
Lead organizational corporate governance and social responsibility
Formulate organization’s risk management philosophy and
strategies in alignment with organizational strategic objectives
Lead strategic decisions during emergency situations
Endorse organizational financial and treasury management policies,
plans and budgets
Drive financial performance and profitability of the property
SKILLS MAP - GENERAL MANAGER

Page: 28
Lead property valuation to meet organizational objective
Represent the organization as a board member
Present financial and performance reports to the Board and key
stakeholders
Lead people management Drive organizational vision and values to foster a committed and
competent workforce
Develop performance management strategies and review
organizational performance to meet business results
Oversee organizational capability development and reward
strategies to drive organizational performance
Manage succession planning to identify and groom successors
Oversee disciplinary and human resource related issues for the
organization
Skills and
Competencies
Budgeting Level 6 Global Mindset Advanced
Business Opportunities Development Level 6 Leadership Advanced
Business Planning Level 6 Trans disciplinary Thinking Advanced
Business Presentation Delivery Level 5 Decision Making Advanced
Business Relationship Building Level 6 Interpersonal Skills Advanced
Enterprise Risk Management Level 6
Effective Board Member Level 6
Hotel Asset Valuation and Acquisition Level 6
Marketing Strategy Development and
Implementation
Level 6
Organization and Board Relationship Level 6
Organization Representative Level 6
Organizational Vision, Mission and
Values Formulation
Level 6
Property Operations Management Level 6
PROGRAMS
TRAINING

Page: 29
TECHNICAL SKILLS AND COMPETENCIES (TSC) REFERENCE DOCUMENT
TSC Category Housekeeping Operations
TSC Asset and Inventory Management
TSC Description Manage asset and inventory controls to improve resource optimisation and costs reduction for effective business operations
TSC Proficiency
Description
Level 1 Level 2 Level 3 Level 4 Level 5 Level 6
HAS-HTO-2008-1.1 HAS-HTO-3008-1.1 HAS-HTO-4008-1.1
Conduct inventory count
and stock replenishment
Organise asset and
inventory inspections
and audits
Review workplace asset
and inventory control
practices for compliance
and improvement
actions
Abilities  Prepare to conduct
inventory
 Conduct stock-take
 Receive and
replenish stock
 Complete
procedures for
conducting
inventory
 Update
documentations
and inventory
systems
 Participate in asset
and inventory
inspections
 Co-ordinate asset
and inventory
control audits
 Monitor asset and
inventory control
practices for
compliance
 Conduct checks to
ensure asset and
inventory items are
managed in
accordance with
organisational
procedures
 Evaluate
effectiveness of
asset and inventory
control processes
and procedures
 Review
effectiveness of
workplace practices

Page: 30
adopted to manage
asset and inventory
controls
 Confirm roles and
responsibilities of
stakeholders for
asset and inventory
control
 Identify and report
any actual or
potential non-
compliances to
asset and inventory
control practices
 Facilitate corrective,
preventive and
improvement
actions for asset
and inventory
control
 Monitor compliance
of asset and
inventory control
practices

Page: 31
TSC Laundry Operations Management
TSC Description Manage the provision of laundry services to ensure timely delivery of processed laundry to external and internal customers
TSC Proficiency
Description
Perform laundry services
for internal and external
customers
Supervise laundry
operations to ensure
adherence to
organizational standards
and operational
efficiency
Manage laundry
operations and evaluate
operational results to
achieve departmental
goals, objectives and
Knowledge  Types of laundry
services,
equipment,
chemicals and
forms for laundry
operations
 Process of laundry
flow cycles
 Types of laundry
articles, fabrics and
labelling codes
 Characteristics of
laundry articles
fabrics and their
laundering and
dying requirements
 Guidelines for
assigning work
assignments
 Use of property
management
system
 Organizational
standards for
delivery of laundry
service
 Process of laundry
flow cycles
 Types and usage of
laundry tools,
equipment,
chemicals and
 Resource planning,
in support of
delivery of laundry
services and
guidelines for
conducting staff
briefings
 Use of property
management
system
 Characteristics of
textile fibres
 Types and usages of
chemicals and
laundry equipment
 Key performance

Page: 32
 Methods of stain
removal
 Procedures for
collection and
delivery of laundry
 Types of defects
and discrepancies in
laundry articles
requiring
appropriate follow-
up, prior to
processing
 Specific areas in
guestrooms and/or
apartments to place
laundry
 Methods of posting
charges
 Preparation of work
areas for next shift
 Organisational and
regulatory
requirements on
hygiene, security,
and workplace
safety and health
personal protective
equipment
 Procedures for
handling damaged
linens, uniforms and
guests’ garments
 Maintenance
procedures for
laundry equipment
and tools
 Documentation
procedures
regulatory
requirements on
hygiene, security,
and workplace
safety and health
indicators for
evaluating
effectiveness of
laundry operations
 Quality control tools
 Techniques of root
cause analyses
 Methods of
monitoring delivery
of laundry
operations and staff
interaction with
guests
 Techniques and
methods for
monitoring
progress, and
evaluating
operational results,
in achieving
operational targets
and service
standards
 Strategies and
techniques for
service recovery
and compensation
policies for handling
service breakdowns
 Guidelines for
maintaining safe
work areas in
accordance with the
Workplace Safety
and Health Act

Page: 33
Abilities  Perform start-of-
shift activities and
end-of-shift
activities
 Collect guests’
laundry
 Process laundry
articles
 Deliver guests’
laundry
Reinstate work area
 Organise laundry
operations at start-
of-shift
 Supervise laundry
operations
 Follow up on
inspections
 Reinstate laundry
operations at end-
of-shift
 Evaluate daily
operational needs
and organise
resources for
managing laundry
operations
 Manage laundry
operations
 Resolve laundry
delivery issues
 Respond to
concerns and
feedback from
guests and internal
customers
 Manage unresolved,
escalated
stakeholders’
complaints
 Review
effectiveness of
laundry operations
 Implement
approved
improvement
actions and changes

Page: 34
TSC Linen and Uniform Room Operations Management
TSC Description Manage linen and uniform room operations to ensure timely delivery of clean uniform and linen supplies to staff and relevant departments to meet daily operational
requirements
TSC Proficiency
Description
Perform linen and
uniform room operations
Supervise linen and
uniform room operations
to ensure adherence to
organisational standards
and operational
efficiency
Manage linen and
uniform room
operations, and evaluate
operational results, to
achieve departmental
goals, objectives and
Knowledge  Workflows and set-
ups in linen and
uniform room
 Manufacturers’
instructions on
equipment
operation
 Proper stacking and
arrangement of
clean linens and
uniforms
 Inventory control
for linens and
uniforms
 Procedures for
accurate updating
of inventory records
and completing
forms
 Procedures for
 Importance and
guidelines for
performing start-of-
shift and end-of-
shift activities
 Objectives of staff
briefings
 Strategies for
service recovery
 Documentation
procedures
 Guidelines on work
hazards and unsafe
work practises
related to the
Workplace Safety
and Health Act
 Guidelines for
conducting staff
briefings
 Use of property
management
system
 Methods of
monitoring linen
and uniform room
operations and staff
interactions with
other departments
 Methods to check
utilisation of linens
and uniforms
 Strategies to resolve
irregularities related
to linen and
uniform room
operations

Page: 35
reporting defects in
facilities, equipment
and structures
 Security in linen and
uniform rooms
regulatory
requirements on
hygiene, security,
and workplace
safety and health
 Guidelines for
maintaining safe
work areas, in
accordance with the
Workplace Safety
and Health Act
Abilities  Prepare linen and
uniform rooms for
service
 Carry out daily linen
and uniform-related
services
 Apply inventory
procedures
 Perform end-of-shift
closing activities
 Perform start-of-
shift and end-of-
shift activities
 Oversee linen and
uniform room
operations
 Handle operational
concerns and
feedback
 Monitor linen and
uniform room
operations
 Resolve concerns
and feedback
escalation from
staff and other
departments
 Review linen and
uniform room
operations

Page: 36
TSC Public Areas Housekeeping Operations Management
TSC Description Manage cleaning operations to maintain the cleanliness and presentation of public and back-of-house areas to upkeep the brand image of the property
TSC Proficiency
Description
HAS-HTO-1011-1.1 HAS-HTO-3011-1.1
Carry out cleaning
activities for public and
back-of-house areas
Supervise cleaning
activities for public and
back-of-house areas, and
conduct inspection, to
ensure operational
efficiency and adherence
to organisational
cleanliness standards
Knowledge  Organisational
standard of clean
and well-presented
public and back-of-
house areas
 Types of spillage,
soilage, dust and
debris, and
appropriate
methods of removal
cleaning tools,
equipment, supplies
and chemicals for
surface cleaning
 Guidelines for
assigning work
assignments
 Procedures for
inspecting public
areas
 Protocols for entry
into public toilets,
showers or change
rooms
 Guidelines for
maintaining security
when accessing
public areas

Page: 37
 Types of waste
 Waste handling and
disposal methods
 Protocols for entry
into public toilets,
showers or change
rooms
regulatory
requirements on
hygiene, security,
and workplace
safety and health
regulatory
requirements on
hygiene, security,
and workplace
safety and health
 Documentation
procedures
Abilities  Prepare for cleaning
activities
 Carry out servicing
of public and back-
of-house areas
 Perform end-of-
shift activities
 Respect and protect
the privacy and
safety of guests
and/or customers in
accordance with
organisational
procedures
 Organise public area
cleaning at start-of-
shift
 Inspect public areas
 Follow up on
inspections
 Reinstate public
areas at end-of-shift
 Guide staff on
informing guests
and/or customers in
advance when
carrying out public
areas cleaning

Page: 38
TSC Room Housekeeping Operations Management
TSC Description Manage housekeeping operations to maintain the cleanliness of guestrooms and/or serviced apartments for the comfort of guests
TSC Proficiency
Description
HAS-HTO-1012-1.1 HAS-HTO-2012-1.1 HAS-HTO-3012-1.1 HAS-HTO-4012-1.1
Carry out housekeeping
services for guestrooms
and/or serviced
apartments, including
performing start-of-shift
and end-of shift activities
Coordinate
and perform supporting
administrative duties
Supervise housekeeping
operations for
guestrooms and/or
serviced apartments to
ensure operational
efficiency and adherence
to organisational
standards
Manage housekeeping
operations in rooms and
public areas, and
evaluate operational
results to achieve
departmental goals,
objectives and
Knowledge  Organisational
guidelines on
personal grooming
and attire
 Importance and
guidelines for
performing start-of-
shift and end-of-
shift activities
 Importance of clean
and well-presented
properties
 Organisational
guidelines on using
cleaning agents,
cleaning tools and
equipment
 Policies for filing
and printing reports
 Priority status of
rooms and
apartments for
cleaning
 Benefits of
comparing room
and/or apartment
status in room
attendant reports
with status on
computer records
 Importance of
reporting
discrepancies in
room and/or
 Guidelines for
assigning work
assignments
 Use of property
management
system
 Standards for
housekeeping,
cleaning and
servicing of rooms
 Protocol for
entering properties
for housekeeping
 Procedures for
inspecting
guestrooms,
resident apartments
 Resource planning,
in support of
housekeeping
services
 Guidelines for
conducting staff
briefings
 Use of property
management
system
 Guidelines for
managing
department
supplies
 Job scopes of
outsourced
contractors

Page: 39
 Cleanliness of tools
and acceptable
working conditions
of equipment
 Types of beds and
linens
 Documentation and
handover
procedures for
reporting
irregularities
regulatory
requirements on
hygiene, security,
and workplace
safety and health
apartment status to
supervisor
 Consequences of
improper handling
of requests and
feedback
 Benefits of
preparing
equipment and
workstations for
next shift
 Procedures for
logging off at end-
of-shift
and/or related work
areas
housekeeping tools,
equipment,
chemicals and
personal protective
equipment
 Maintenance
procedures for
housekeeping
equipment and
tools
 Documentation
procedures
regulatory
requirements on
hygiene, security,
and workplace
safety and health
 Key performance
indicators for
housekeeping
operations
 Quality control tools
 Techniques of root
cause analyses
 Methods of
monitoring delivery
of housekeeping
services and staff
interaction with
guests and/or
residents
 Techniques and
methods for
monitoring progress
and evaluating
operational results
in achieving
operational targets
and service
standards
 Strategies and
techniques for
service recovery
and compensation
policies for handling
service breakdowns
 Guidelines for
maintaining safe
work areas in
accordance with the
Workplace Safety
and Health Act

Page: 40
Abilities  Perform start-of-
shift and end-of-
shift activities
 Make beds in
accordance with
organisational
standards
 Complete servicing
of guestrooms
and/or apartments
 Carry out cleaning
of balconies, patios,
kitchens and yard
areas
 Provide turndown
service
the privacy of
guests and/or
residents, in
accordance with
organisational
procedures
 Perform start-of-
shift and end-of-
shift activities
 Perform updates of
room and/or
apartment status
 Handle guests’
and/or residents’
requests and
feedback
 Perform
housekeeping
support activities
the privacy of
guests and/or
residents, in
accordance with
organisational
procedures
 Organise
housekeeping
operations at start-
of-shift
 Supervise
housekeeping
operations
 Inspect guestrooms
and/or serviced
apartments for
cleanliness and
readiness for
incoming guests in
accordance with
organisational
standards
 Follow up on
inspections to close
gaps in room
cleanliness and
readiness for
incoming guests, if
any
 Reinstate
housekeeping
operations at end-
of-shift
 Keep updated of
changes to property
status to manage
housekeeping
operations in rooms
and public areas
 Review daily
operational
activities and results
to ensure
operational
efficiency
 Resolve operational
issues arising from
housekeeping
delivery
 Respond to
concerns and
feedback from
guests and/or
residents
 Manage unresolved,
escalated guests’
and/or residents’
complaints
 Review efficiency of
housekeeping
operations in rooms
and public areas
 Recommend and
implement
improvement
actions and changes

Page: 41
TSC Category General Management
TSC Business Negotiation
TSC Description Conduct negotiations to establish win-win outcomes for the organization
TSC Proficiency
Description
HAS-BIN-3105-1.1 HAS-BIN-4105-1.1 HAS-BIN-5105-1.1 HAS-BIN-6105-1.1
Apply negotiation skills and
techniques and document
negotiations
Participate in negotiations Manage and direct
negotiations and refine
negotiation policies
Direct negotiation policies
and develop negotiation
limits
Knowledge  Negotiation objectives
 Context of negotiation
 Social and cultural
differences which may
affect negotiations
 Interpersonal skills
 Communication and
conflict resolution
techniques
 Relevant precedents in
past negotiations
 Negotiation objectives
 Context of
negotiation, which
relates to negotiation
objectives
 Components of
negotiation plans
 Negotiation roles and
responsibilities
 Negotiation processes
and techniques
 Relevant precedents
in past negotiations
 Legislation and
regulations pertaining
to negotiations
 Negotiation styles
 Results of effective
negotiation
 Conditions for
successful negotiation
 Organisational
and guidelines
 Legislation and
to negotiations
 Situations that
negotiation may be
used in organisation
 Negotiation policies
and guidelines
 Means of applying
negotiation limits and
guidelines
 Legislation and
to negotiations
Abilities  Identify negotiation
outcomes in
commercial situations
 Plan and prepare
alternatives and
outcomes for both
 Plan and prepare for
negotiation in
accordance with
 Drive the
establishment of the
organisation’s

Page: 42
to establish
organisation’s desired
position in the
negotiation
 Identify roles and
responsibilities needed
to support negotiation
objectives
 Prepare relevant
background information
to understand other
parties’ position
 Use negotiation
processes and
techniques to assist in
achieving desired
negotiation outcomes
 Record negotiations for
evaluation and
documentation
purposes
parties in negotiations
to support negotiation
objectives
 Apply communication
and conflict resolution
techniques to achieve
desired negotiation
outcomes
 Finalise negotiation
and take necessary
follow-up actions to
close negotiation
 Monitor and evaluate
against objectives in
accordance with
organisational
procedures
negotiation strategies
 Implement negotiation
strategies according to
negotiation guidelines
during negotiation
process
 Provide feedback to
relevant parties for
refinement
and limits
 Set negotiation
guidelines to be used
during negotiation
process
 Evaluate and refine
and limits based on

Page: 43
TSC Dispute Resolution
TSC Description Manage disputes by implementing appropriate resolution approaches to find solutions to disagreements
TSC Proficiency
Description
HAS-LPM-4003-1.1 HAS-LPM-5003-1.1 HAS-LPM-6003-1.1
Manage dispute
resolution to mitigate
conflict situations and
reach agreeable
outcomes
Lead dispute mediation
to achieve mediation
objectives and outcomes
for the organisation
Influence organisational
policies and procedures to
strengthen relations,
promote harmonious
tripartite relations and
lead organisational
collective bargaining
processes
Knowledge  Types of disputes
 Types of evidence
to support dispute
cases
conflict resolution
techniques
 Relevant precedents
on dispute
resolution
 Relevant legislation
and regulations
 Mediation purposes
and outcomes
 Types of disputes
 Means of managing
stakeholders in
mediation process
 Dispute resolution
processes
 Organisational
policies and
procedures to guide
the identification and
implementation of
legislative
requirements and
guidelines
 Models and methods
for engaging,
negotiating and
communicating with
key stakeholders
 Standards or codes of
practice relating to
industrial practices,

Page: 44
collective
agreements, and
terms and conditions
of employment and
service
 Market trends and
developments in
relation to human
resource and
industrial practices
 Roles of each
tripartite party in the
Singaporean industrial
relations system
 Characteristics and
motivation of
employees in the
industrial relations
system
 Unions' roles,
organisational
structures,
relationships and
affiliations
 Collective bargaining
processes
Abilities  Prepare cases to
gather support for
positions
 Participate in
dispute resolution
processes to
achieve desired
dispute resolution
outcomes
 Develop and review
mediation
guidelines, in
consultation with
stakeholders, to
manage mediation
process
 Prepare for
mediations in
 Review legislative
requirements and
guidelines regarding
labour management
relations, industrial
practices and
compliance
requirements
appropriate to the

Page: 45
 Obtain concurrence
from involved
parties to reach
dispute resolution
 Identify
opportunities to
strive for
negotiation
outcomes, to add
value to the
organisation and
achieve win-win
outcomes for
involved parties
 Manage self to
maintain
composure, self-
confidence and
resilience when
dealing with
challenges in the
conflict resolution
process
accordance with
mediation
guidelines
 Set objectives to
guide mediation
processes
 Use a range of
communication
techniques to
mediate disputes
successfully
 Evaluate mediation
outcomes to
determine
achievements
against objectives
and identify
potential areas for
improvement for
future mediations
 Research on history
of disputes and
dispute resolutions
within the
organisation to
apply to current and
future situations
organisational context
 Establish effective
working relationships
with representatives
of government,
unions and employers
to ensure synergy
between tripartite
parties, within the
Singaporean industrial
relations system
 Develop
organisational policies
and processes to
strengthen labour and
management
relations, by engaging
unions, government
representatives and
organisational
management in
forums and dialogues
 Determine the
organisation’s
position to prepare
for collective
bargaining and
examine possible
causes and sources of
conflict
 Lead bargaining
processes to achieve
agreement and
mutually acceptable
outcomes
 Document outcomes

Page: 46
of collective
bargaining processes
to safeguard the
interests of
stakeholders
 Direct the
development of
systems and
processes to ensure
agreed outcomes are
implemented
 Review the
effectiveness of
bargaining processes
to enhance
harmonious tripartite
relations
 Communicate the
agreed outcomes
from collective
bargaining to
stakeholders to get
their support in the
implementation

Page: 47
TSC Report Writing
TSC Description Write reports using terminology appropriate to the reader as well as identify requirements for written reports
TSC Proficiency
Description
HAS-INR-1001-1.1 HAS-INR-2001-1.1 HAS-INR-3001-1.1 HAS-INR-4001-1.1
Assist in drafting reports
using terminology
appropriate to readers
before submission to
immediate supervisors
Assess and check
information for currency,
accuracy and relevance
and draft reports using
terminology appropriate
to the reader before
submission to immediate
supervisor
Assess and check information
for comprehensiveness of
flow and content and write
reports using terminology
appropriate to readers
Establish report
parameters to ensure that
completed reports are
consistent with objectives
and requirements
Knowledge  Types of reports
 Elements of a well-
written report
 Methods of displaying
data
 Types of reports
 Sections of a report
 Report writing
techniques
written report
data
 Types of reports
 Sections of a report
 Report writing techniques
written report
data
 Report writing
techniques
written report
 Report objectives
Abilities  Gather factual
information required
for the report
 Describe research
findings, trends and
analyses
 Draft report contents
 Present factual
information required
for the report
 Check currency,
accuracy and
relevance of report
 Edit and prepare
 Develop report that
effectively conveys
information to readers
 Outline detailed report
flow, structure and
contents
 Review
 Define objectives and
structure of report
 Outline and structure
report in consultation
with relevant
stakeholders
 Ensure flow and

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report that effectively
conveys information
to readers
 Submit report for
proofreading
comprehensiveness and
completeness on flow of
the report
 Proofread report to
minimise errors
 Submit report to relevant
stakeholders
 Seek feedback from
relevant stakeholders to
determine areas of
improvement
relevance of report
contents against
objectives

Page: 49
TSC Category Executive Leadership
TSC Business Ethics and Values Management
TSC Description Identify impact of organisational values on corporate performance and formulate strategies and programmes to advocate organisational values and ethical code of
conduct
TSC Proficiency
Description
HAS-PVE-6014-1.1
Establish values and ethics
strategies to advocate
organisational values and
ethical code of conduct
Knowledge  Organisation core values
and philosophy
 Fundamental differences
between ’right’ and
‘wrong’
 Principles governing
decision-making in
relations to ethical
behaviour in organisation
 Ethical frameworks in
decision-making
 Organisation’s priorities
in ethics- and values-
based programmes
 Societal norms pertaining
to values-based ethical
behaviours of
organisation and
organisation members

Page: 50
 Guidelines for compliance
to regulatory and legal
frameworks for ethical
behaviours
 Principles of
communicating ethics-
and values-based
information and
knowledge
 Steps in reviewing ethics
or values-based
programmes
Abilities  Recognise positive and
negative impact of
organisation values on
organisation’s
performance
 Develop value-oriented
ethics programmes
 Implement value-oriented
ethics programmes
 Conduct reviews of value-
oriented ethics
programmes
 Facilitate communication
of ethical behaviours to
stakeholders

Page: 51
TSC Effective Board Member
TSC Description Manage relationships with board members and participate in policy development initiatives to maximise shareholders' value
TSC Proficiency
Description
HAS-PRM-6002-1.1
Manage relationships with
the board. Influence and
collaborate with board
members in furthering
organisational goals
Knowledge  Structure, functions and
responsibilities of the
board
 Legal and compliance
frameworks that govern
the management of
business
 Principles of corporate
governance
 Legal and ethical
considerations relating
to the roles and
responsibilities of a
board director
 Relevant professional or
industry codes of

Page: 52
practice and standards
relating to roles and
responsibilities of a
board director
 The scope of roles and
functions of executive,
non-executive and
independent directors
 Implications and impact
on stakeholders’ value as
a result of actions and
risks taken by the board
 Litigation and
shareholder ratification
powers
 Residual powers of the
general meeting
Abilities  Work within the
structure and operations
of the board and legal
and compliance
frameworks to ensure
compliance of actions
required of directors and
officers of organisations
 Analyse trends and
factors of strategic value
and impact to the
organisation to facilitate
strategic planning
 Work with senior
management and sub-
committees to develop
and prioritise
organisational objectives

Page: 53
and establish targets for
organisational
performance
 Use agreed indicators to
evaluate and monitor
organisational
performance
 Research key issues to
contribute and value add
to board decision-making
 Manage relationships
with stakeholders to
ensure their interests are
considered objectively
 Manage relationships
with other board
members to ensure an
effective board to meet
organisational needs
 Keep abreast of skills and
knowledge required to
act as an effective board
member

Page: 54
TSC Organisation and Board Relationship
TSC Description Collaborate with board members within the requirements of corporate governance, manage relationships with the board and provide strategic leadership
TSC Proficiency
Description
HAS-CFC-6027-1.1-1
Drive communication
between organisation and the
board to establish corporate
governance, organisational
strategies, performance
measures and report on
outcomes and key issues
Knowledge  Regulatory frameworks
applicable to the
organisation and global
leading practices
 Corporate governance
principles
 Business environment
affecting organisational
performance
 Ethical, regulatory and
socio-cultural
considerations for board
member and stakeholder
relationship
 Relationship between
high-level business
strategies and board

Page: 55
members’ objectives
 Types of performance
measurement
facilitation methods for
working with board
members
Abilities  Develop and utilise
appropriate
communication channels
for the provision of timely
and relevant information
to the board
 Encourage the
professional development
of board members to
ensure they are effective
in their roles
 Facilitate board
interactions with senior
management teams
 Work with the board to
establish organisational
strategies, targets and
performance measures
management teams to
implement policies
developed by the board
 Report on outcomes and
key issues to the board
using agreed performance
indicators, communication
protocols and channels

Page: 56
TSC Organisation and Board Relationship
TSC Description Collaborate with board members within the requirements of corporate governance, manage relationships with the board and provide strategic leadership
TSC Proficiency
Description
HAS-CFC-6027-1.1-1
Drive communication
between organisation and the
board to establish corporate
governance, organisational
strategies, performance
measures and report on
outcomes and key issues
Knowledge  Regulatory frameworks
applicable to the
organisation and global
leading practices
 Corporate governance
principles
 Business environment
affecting organisational
performance
 Ethical, regulatory and
socio-cultural
considerations for board
member and stakeholder
relationship
 Relationship between
high-level business
strategies and board

Page: 57
members’ objectives
 Types of performance
measurement
facilitation methods for
working with board
members
Abilities  Develop and utilise
appropriate
communication channels
for the provision of timely
and relevant information
to the board
 Encourage the
professional development
of board members to
ensure they are effective
in their roles
 Facilitate board
interactions with senior
management teams
 Work with the board to
establish organisational
strategies, targets and
performance measures
management teams to
implement policies
developed by the board
 Report on outcomes and
key issues to the board
using agreed performance
indicators, communication
protocols and channels

Page: 58
TSC Organisation Representative
TSC Description Represent the organisation positively, communicate key messages in various forums and events and adapt communication styles to suit audience expectations
TSC Proficiency
Description
HAS-CFC-6028-1.1-1
Drive the identification
of key communication
messages and
dissemination channels
and deliver messages to
the intended audience to
achieve desired
outcomes
Knowledge  Communications
objectives
 Communication
strategies to meet
organisational goals
and objectives
 Types of
communication
techniques and
channels appropriate
for developing
networks and
disseminating
information
regarding
organisational
activities, services

Page: 59
and programmes
 Legal and ethical
considerations when
communicating with
various stakeholders
 Local and global
business
environment trends
and issues and
implications on
organisation
facilitation methods
with internal and
external stakeholders
 Responsibility of key
spokesperson for the
organisation
 Implications and
impact of media
relationships on
employees and the
organisation
Abilities  Identify
organisational issues
or key messages for
communication to
meet organisational
needs
 Select target groups
and research their
expectations to
determine message
positioning
 Determine the most

Page: 60
appropriate
communication
platforms and
channels for the
intended messages
and audiences
 Develop networks
and contacts to assist
with communication
 Review materials to
support
communication
 Adapt
communication styles
to suit audience
expectations to
achieve success
delivery of
communication
messages
 Maintain integrity of
self and organisation
throughout
communication and
promotional activities

Page: 61
TSC Organisational Vision, Mission and Values Formulation
TSC Description Formulate and refine organisational vision, mission and values through assessing internal capabilities, external environment and industry landscape
TSC Proficiency
Description
HAS-LPM-5001-1.1 HAS-LPM-6001-1.1
Contribute to the
formulation of
organisation's vision,
mission and values and
monitor internal
capabilities, external
environment and
industry landscape to
support refinement of
organisational
statements
Formulate organisation's
vision, mission and
values through the
assessment of internal
capabilities, external
environment and
industry landscape
Knowledge  Organisational vision,
mission and values
 Communication
methods and plans
 Objectives of
cascading
organisational vision,
mission and values
through the
organisation
 Characteristics of an
effective vision
 Qualitative analysis
methods to obtain
information on
organisational vision,
mission and values
 Primary and
secondary
organisational
research information
 Research techniques
for benchmarking
 Characteristics of an

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