skills framework for hotel and accommodation services skills standards for head butler/butler ... PDF
Preview skills framework for hotel and accommodation services skills standards for head butler/butler ...
SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR HEAD BUTLER/BUTLER MANAGER Occupation: Head Butler/Butler Manager Occupation Description: The Head Butler/Butler Manager oversees all aspects of the butler department, including capability development and people management. The main duties and responsibilities of the Head Butler/Butler Manager include ensuring that all butlers under his supervision report to their daily assignments on time are properly groomed and dressed, and have knowledge of in-suite services, technology and amenities. He/She trains butlers in their performance and work-related activities, leading and conducting regular inspections of all butler areas including occupied and non-occupied rooms and working with other operating departments, notably the front office, to manage VIP guest/customer requests. The Head Butler/Butler Manager makes certain that all food and beverage needs of the guest/customers are met. The Head Butler/Butler Manager also offers guest/customer assistance with the packing and unpacking of luggage if required and monitors VIP guest/customer arrivals so that special arrangements such as fruit baskets, flowers or other amenities are ready upon arrival. The Head Butler/Butler Manager should have excellent knowledge of the property’s products, services, protocols of receiving Royalty, Heads of States, prominent corporate delegates or VIPs, on top of department policies and procedures to ensure flawless uncompromised and personalised service is rendered. He/She has to be diplomatic with outstanding problem-solving skills to attend to challenging situations and perform service recovery. Important Points to Note about this Document This document is intended purely to provide general information to enable individuals, employers and training providers to be informed about the skills for career, training and education purposes. WDA provides no warranty whatsoever about the contents of this document, and does not warrant that the courses of action mentioned in this document will secure employment, promotion, or monetary benefits. Copyright 2016 © Singapore Workforce Development Agency. All rights reserved. Version 1.0. 1 SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR HEAD BUTLER/BUTLER MANAGER The skills expected of the Head Butler/Butler Manager are summarised as below: Skill Category Skill Analytical, 1. Facilitate the Implementation of a Productivity Framework Conceptual and 2. Foster Initiative and Enterprise in Teams Evaluative 3. Solve Problems and Make Decisions at Managerial Level Business Continuity 4. Manage Crisis Situations Management Change 5. Facilitate Innovation and Lead Team Leaders to Implement Management Change 6. Conduct Interviews Communications 7. Present Information 8. Create Guest/Customer Experience Customer 9. Develop Service Recovery Framework Experience 10. Manage the Service Brand Finance 11. Prepare Budget for the Business Unit Front Office Operations and 12. Manage Butler Services Services Infocomm 13. Use ICT for Knowledge Management Technology Innovation 14. Foster Service Innovation 2 SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR HEAD BUTLER/BUTLER MANAGER People and 15. Develop a Work Team Relationship 16. Lead Workplace Communication and Engagement Management People 17. Conduct Staff Performance Assessment Process Management Personal 18. Foster Team Adaptability Management and 19. Manage Workplace Challenges with Resilience Development Planning and 20. Apply Project Management Techniques Implementation 21. Manage and Review Systems and Processes Results 22. Monitor and Reward Performance in a Team to Support Achievement Achievement of Results 23. Comply with Legal Requirements in a Lodging Property Risk Management 24. Manage Loss/Risk Prevention Sales and 25. Manage Customer Acquisition and Retention Programmes Marketing 26. Manage Relationship with Customers 3 SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR HEAD BUTLER/BUTLER MANAGER Analytical, Conceptual Skill Category and Evaluative Skill Code ES-ACE-503G-1 Skill Sub-Category N/A (where applicable) Skill Facilitate the Implementation of a Productivity Framework This skill describes the ability to facilitate the implementation of a productivity framework according to the productivity road map and action Skill Description plan developed. It also includes monitoring and evaluating the effectiveness of the productivity framework. Knowledge and The ability to understand: Analysis It refers to gathering, • Productivity concepts cognitive processing, • Ways in which productivity plays an important role in the generation of integration and wealth and value for the organisation, industry and the country inspection of facts and • Benefits of productivity information required to • Types of productivity to be measured perform the work tasks • Factors that affect productivity and activities. • Quantitative and qualitative factors that influence productivity • Quantitative and qualitative indicators commonly used in measuring organisation’s productivity • Methods and tools used to measure productivity • Methods to analyse the relationship between productivity measurements and factors that influence productivity • Assessment of qualitative and quantitative factors that influence productivity • Productivity goals and strategies that can be adopted by the organisation • Types of motivation and incentive schemes for productivity improvements 4 SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR HEAD BUTLER/BUTLER MANAGER The ability to: Application and Adaptation • Establish own role and responsibilities in the implementation of the It refers to the ability to productivity framework in an organisation perform the work tasks • Facilitate establishment of a productivity management structure and and activities required of assign responsibilities and accountabilities to stakeholders for the occupation, and the implementation of the productivity framework in an organisation ability to react to and • Identify and arrange for the resources required for implementation of manage the changes at the productivity framework according to recommendations in the work. productivity road map and action plan • Monitor the implementation of the productivity framework based on recommendations in the productivity road map and action plan • Link staff performance appraisals, recognition and rewards to productivity according to results of productivity measurements • Compile and evaluate results gathered on productivity measurements and report findings to relevant stakeholders The ability to: Innovation and Value Creation • Evaluate the effectiveness of implementation of the productivity It refers to the ability to framework and report findings with recommendations for improvement generate purposive ideas to relevant stakeholders to improve work performance and/or enhance business values that are aligned to organisational goals. The ability to: Social Intelligence and Ethics • Create awareness for the productivity improvement initiative and It refers to the ability to communicate details of the productivity road map and action plan to use affective factors in stakeholders to garner agreement and support leadership, relationship and diversity management guided by professional codes of ethics. The ability to: Learning to Learn It refers to the ability to • Engage and encourage employees to participate in the productivity develop and improve improvement initiative one’s self within and • Provide necessary training to prepare stakeholders to implement the outside of one’s area of productivity framework work. 5 SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR HEAD BUTLER/BUTLER MANAGER N/A Range of Application (where applicable) It refers to the critical circumstances and contexts that the skill may be demonstrated. Version Control Version Date Changes Made Edited by ES-ACE-503G-1 1-Sep-16 Initial Version WDA and STB 6 SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR HEAD BUTLER/BUTLER MANAGER Analytical, Conceptual Skill Category and Evaluative Skill Code ES-ACE-301G-1 Skill Sub-Category N/A (where applicable) Skill Foster Initiative and Enterprise in Teams This skill describes the ability to identify areas for continuous improvement and apply strategies to facilitate, motivate and sustain initiative and Skill Description innovation in the team. It also includes identifying, evaluating and measuring risks associated with innovation and taking initiative at a team level. Knowledge and The ability to understand: Analysis It refers to gathering, • Motivation concepts and techniques to lead and motivate teams to cognitive processing, increase initiative and innovation and their characteristics integration and • Sources of innovative opportunities and types of innovation and their inspection of facts and characteristics information required to • Basic principles to unleash untapped innovation and creativity at the perform the work tasks workplace and activities. • Tools and techniques to increase team’s ability to develop creative ideas for innovation and their features • Methods for building and sustaining a culture of innovation, initiative and enterprise among team members • Modes of communication for effective sharing of lessons and their features • Skills required for self-directed team to be effective and ways to help them acquire these skills • Types of risks and their implications on team performance and success • Methods to reduce the impact of risk on team performance and success • Process of formulating communication plan to monitor, manage and reduce risks 7 SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR HEAD BUTLER/BUTLER MANAGER The ability to: Application and Adaptation • Assist team members to unleash their untapped innovation and It refers to the ability to creativity and increase their ability to develop creative ideas for perform the work tasks innovation at the workplace and activities required of • Facilitate team to be self-directed and sustain effort for continuous the occupation, and the improvement at the workplace ability to react to and • Evaluate the effectiveness of implemented strategies in achieving manage the changes at planned outcome in accordance to criteria and goals set work. The ability to: Innovation and Value Creation • Identify possible areas for continuous improvement and challenges in It refers to the ability to getting team to initiate actions for continuous improvement at the generate purposive ideas workplace to improve work • Conduct risk assessment of new initiatives on team performance and performance and/or success and recommend possible risk management strategies enhance business values • Implement appropriate risk management strategies to support that are aligned to innovation and enterprise organisational goals. The ability to: Social Intelligence and Ethics • Lead and motivate team to initiate actions, ideas and suggestions to It refers to the ability to improve workplace or business performance use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. The ability to: Learning to Learn It refers to the ability to • Enhance own creative skills and behaviour by identifying key develop and improve opportunities for continuous improvement one’s self within and outside of one’s area of work. 8 SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR HEAD BUTLER/BUTLER MANAGER N/A Range of Application (where applicable) It refers to the critical circumstances and contexts that the skill may be demonstrated. Version Control Version Date Changes Made Edited by ES-ACE-301G-1 1-Sep-16 Initial Version WDA and STB 9 SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES SKILLS STANDARDS FOR HEAD BUTLER/BUTLER MANAGER Analytical, Conceptual Skill Category and Evaluative Skill Code ES-ACE-402G-1 Skill Sub-Category N/A (where applicable) Skill Solve Problems and Make Decisions at Managerial Level This skill describes the ability to examine the causes of performance Skill Description deficiency and its impact on an organisation. It also includes managing team dynamics to identify and address performance deficiency. Knowledge and The ability to understand: Analysis It refers to gathering, • Advantages and disadvantages of the various methods to collect cognitive processing, relevant and current information on organisational performance integration and standards and quality control policies inspection of facts and • Sources of information to identify performance deficiency information required to • Advantages and disadvantages of the various methods to identify perform the work tasks performance deficiency and activities. • Types of analytical tools and techniques and their application in the problem- solving and decision-making process • Principles of group dynamics and teamwork and techniques to manage team dynamics • Types of decision-making models for arriving at the preferred solution and their features • Factors affecting the effectiveness of an implementation plan • Tools and techniques to identify performance deficiency or cause of failure in implemented solution and implementation plan and their features • Advantages and disadvantages of various ways to formalise implemented solution as part of current Standard Operating Procedures (SOPs) • Organisational procedures for amending and disseminating SOPs 10
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