On-the-Job Training Blueprint

On-the-Job Training Blueprint
Job Role: Concierge
Training Duration
S/N Technical Skills and Competencies
(Month)*
1 Concierge and Uniformed Service Delivery
2 Crisis Management
3 Customer Challenges Management
4 Customer Experience Management
5 Customer Feedback and Relationship Management
6 Environmental Sustainability Management
7 Innovation Management
8 Legal Compliance Management
9 Loss and Risk Prevention Management
10 Organisational Relationship Building
11 People and Performance Management
12 People and Relationship Management
13 People Development
14 Productivity Improvement
15 Service Coaching
16 Service Information and Results
17 Service Innovation
18 Service Leadership
19 Service Planning and Implementation
20 Staff Management
21 Technology Adoption and Innovation
22 Threat Observation
23 Workplace Safety and Health Performance Management
Total Duration
Training
Technical Skills and Range of Performance
S/N Knowledge Abilities Duration
Competencies Application Evidences
(Months)
1 Concierge and • Importance of • Perform start-of- NA
Uniformed Service supervising and shift and end-of-shift
Delivery performing start-of- activities
shift and end-of-shift • Monitor concierge
activities and uniformed
• Importance and services in
benefits of reviewing accordance with
property’s activity organisational
Training
(Months)
levels before procedures
operations • Provide support for
• Guidelines for functions and events
assigning tasks to • Handle guests’
team members and and/or customers’
workplace safety and concerns and
health feedback promptly,
• Techniques for and monitor guest
effective co- and/or customer
ordination of experiences to ensure
concierge and their satisfaction is
uniformed services met
• Importance of • Apply situational
reporting responses to
irregularities in reallocate available
operations to resources to
managers overcome critical
• Importance of and situations within tight
procedures for timelines
validating completed • Protect the integrity
staff work and confidentiality of
assignments for guests’ and/or
accuracy and customers’
completeness information
• Interpretation of • Coach, and support
event orders and training activities of
identification of key team members
activities to provide
support
Training
(Months)
• Factors to consider
in planning resources
and allocating
additional duties to
staff to support
functions, events
and/or overcome
critical situations
• Guidelines for
handling irregularities
and guests’ and/or
customers’ feedback
and concerns related
to concierge and
uniformed services
• Strategies for
service recovery and
techniques to handle
irate guests and/or
customers
• Benefits and
procedures for proper
documentation of
concierge and
uniformed services
• Techniques for
coaching
• Organisation’s duty
of care to guests
Training
(Months)
and/or customers
2 Crisis Management • Organisation crisis • Identify the impact NA

management plans, of internal and
including crisis external factors on
response and business unit based
recovery activities on identified sources
• Organisation crisis of disruptive events
communication plans • Document crisis
• Types of disruptive responses,
events communications
• Types of crisis procedures and
response and recovery activity data
recovery activities • Assist in
• Critical business coordinating and
functions integrating crisis
• Business continuity response and
plans recovery activities in
• Emergency control accordance with
exercises recovery and business
continuity plans
• Execute actions in
response to disruptive
events based on
'return to normal'
procedures of crisis
management plans
• Collate and verify
information to
Training
(Months)
support dissemination
of organisation crisis
management key
messages to relevant
stakeholders
• Collate post-crisis
feedback from
relevant stakeholders
to highlight areas for
improvement
• Participate in the
organisation’s
emergency control
exercises to validate
crisis management
plans and ensure
organisational
readiness
3 Customer Challenges • Guidelines for • Investigate concerns NA

Management identifying, and feedback
validating and received from guests
addressing concerns and/or customers to
and feedback from identify root causes
internal and external of the issue
stakeholders • Take appropriate
• Principles of actions based on
effective investigations
communication and findings to follow up
Training
(Months)
interpersonal on guest and/or
techniques customer concerns
• Types of solutions and feedback
to resolve guests’ • Clarify and address
and/or customers’ guests’ and/or
concerns and customers’ concerns
feedback and feedback
• Importance of • Perform closure to
incident reports resolve guests’ and/or
customers’ concerns
and feedback
4 Customer Experience • Guidelines for • Prepare service NA

Management scheduling audits performance audits
• Job roles and tasks • Conduct service
of service staff performance audits
• Methods of data on site
collation • Analyse service
• Service performance
performance outcomes
standards and • Implement actions
outcomes for service
• Methods of performance
implementing service improvement
performance
improvement
solutions
• Principles of
effective
Training
(Months)
communication and
interpersonal
techniques
5 Customer Feedback • Methods to solicit • Identify methods for NA

and Relationship feedback on products collecting feedback
Management and/or services from customers
• Relevant • Implement and
stakeholders’ maintain systems to
involvement in track guests’ and/or
guests’ and/or customers’ feedback
customers’ feedback and their activities
• Importance of • Collect and validate
obtaining, monitoring both qualitative and
and validating guests’ quantitative data on
and/or customers’ guests’ and/or
feedback and customers’ activities
activities • Collate data and
• Sources of guests’ identify trends in
and/or customers’ feedback and
feedback and activities
activities, and their • Compare current
historical data trends with historical
• Legal and ethical data
issues when dealing • Identify
with guests and/or unfavourable trends
customers or abnormalities, in
• Relationship consultation with
between guests’ relevant internal
Training
(Months)
and/or customers’ stakeholders
activities and • Propose solutions
feedback for unfavourable
• Internal and external trends or
factors influencing abnormalities, in
guests’ and/or consultation with
customers’ activities relevant stakeholders
• Possible solutions to • Consult
address internal and stakeholders to
external issues determine
affecting guests’ implementation
and/or customers’ processes and
activities procedures
6 Environmental • Organisational • Promote NA

Sustainability sustainability understanding and
Management strategies, tools and awareness of
resources sustainability
• Relevant industry programmes
sustainability • Provide support to
guidelines and the implementation of
regulations sustainability
• Links between strategies
sustainability • Monitor and review
strategies and other effectiveness of
aspects of sustainability
organisation strategy programmes and
• Impact of changes activities
on sustainable work • Keep abreast of
Training
(Months)
process changes to Industry
improvements sustainability
• Measures of guidelines
effectiveness of
sustainability
programmes, and
activities, against best
practices
7 Innovation • Concepts and • Analyse existing NA

Management conditions for business function
innovation ideas, processes, and
• Types of possible products
operational barriers to • Identify needs and
innovation opportunities for
• Steps in innovation innovation initiatives
process within the functional
• Behaviours that area
support innovation • Collaborate with
• Work systems, involved parties to
processes and identify, discuss and
procedures develop effective
• Collaboration and ways of working
communication • Conduct regular
methods reviews to identify
• Barriers to areas for
innovation improvement in
• Steps in pilot-testing facilitating innovation
and/or prototyping processes
Training
(Months)
innovation initiatives • Present ideas to
relevant stakeholders
for feedback to
improve ideas and
develop possible
variations
• Assist in pilot
testing and/or
prototyping to
determine
effectiveness of
innovation initiatives
• Support
implementation of
innovation initiatives
in the department
8 Legal Compliance • Legislative and • Identify legislative NA

Management regulatory and regulatory
requirements for the requirements
industry and applicable to the
operating organisation
environments • Communicate key
• Objectives of legislative and
legislative and regulatory
regulatory requirements and
compliance related management
• Organisational systems to relevant
policies and stakeholders to
Training
(Months)
procedures for facilitate legislative
adhering to compliance
legislative and • Assess internal
regulatory policies and
requirements procedures to ensure
compliance
• Identify and
document possible
areas of non-
compliance in
business activities in
accordance with
information format
requirements to
facilitate follow-up
actions
• Assist in the
integration of
procedures to ensure
adherence to
legislative and
regulatory
requirements in daily
scope of work
• Prepare
management reports
for follow-up actions
• Assist in
compliance reviews
Training
(Months)
in accordance with
organisational
guidelines and
policies to identify
areas for
improvement
9 Loss and Risk • Importance of loss • Plan loss and risk NA

Prevention and risk prevention in preventive procedures
Management business operations • Apply measures to
• Loss and risk ensure organisational
preventive policies compliance with loss
and procedures and risk preventive
• Regulations and policies and
guidelines on storing, procedures
preparing and • Assist to review
delivering of food effectiveness of loss
and beverages and risk preventive
services policies and
• Organisational procedures
guidelines for • Influence others to
receiving and storing be vigilant in
products safeguarding privacy
• Empowerment in and security of
delegation of property, guests,
responsibilities for customers and/or
loss and risk residents
prevention • Explore
implementation of
Training
(Months)
alternative measures
for loss and risk
prevention
10 Organisational • Relationship • Communicate NA

Relationship Building between high-level expectations to
strategies, business ensure team is
plans and the focused and clear
performance of team about its role and
members purpose
• Facilitation methods • Establish team
for encouraging team processes to
member participation encourage
in a range of collaboration and
activities shared
• Communication responsibilities for
techniques and decisions and actions
channels relevant for • Support diversity in
disseminating the team and
information encourage
regarding team cooperation and
activities, services engagement
and products • Participate in
• Individual roles and networks to build
accountabilities for team rapport
leading and • Demonstrate respect
participating in team and moral values
building activities within the workplace
• Team member roles
Training
(Months)
and accountabilities
for participating in
team building
activities
11 People and • Organisational • Interpret team plans NA

Performance policies and to allocate tasks and
Management procedures relating to resources to team
interpretation and members
implementation of • Negotiate and
plans, and document the
performance deliverables and
management performance
processes and tools expectations of team
• Legal and ethical members
considerations • Monitor
relating to implementation of
performance team plans to
management generate desired
• Implications and results
impact of • Provide feedback to
performance team members to
management process maintain awareness
on employees and the of expected and
organisation actual performance
• Assess emerging
risks that may impact
on team performance
and identify risk
Training
(Months)
mitigation measures
• Report on
evaluation of team
plan implementation
to update
management team
• Manage and reward
employee
performance to
ensure performance
standards are met in
accordance to team
requirements
• Identify learning
and development
programmes to
support the team’s
performance
• Evaluate
implementation
outcomes and the
team’s performance
against success
criteria to determine
areas for
improvements
• Assess emotional
states of team
members when
Training
(Months)
managing team
performance to
ensure individual
needs are addressed
• Strategies to • Build awareness of NA

promote an inclusive diversity and promote
work environment an inclusive work
• Types of diversity environment which
markers and their embraces diversity
implications at work • Build team cohesion
• Strategies to build to achieve
team cohesion to organisational service
achieve excellence
organisational service • Manage diversity
excellence challenges and
People and
• Methods to assess opportunities that
12 Relationship
diversity challenges have implications on
Management
and opportunities service delivery
• Methods to manage • Translate diversity
diversity challenges challenges into
and opportunities in opportunities to foster
the service team cohesion and
environment enhance service
• Significance of delivery
identifying diversity
opportunities in the
organisation
Training
(Months)
13 People Development • Legal and ethical • Review team and NA
considerations organisational
relating to the business plans to
identification of identify new and
individual capability emerging skill
development requirements
requirements • Communicate
• Organisational expectations of team
policies and performance and
procedures relating to work with team
employee capability members to identify
development current and future
• Relevant skill requirements
professional or • Translate team
industry codes of members’ skill
practice and requirements into
standards relating to learning and
management of development plans to
capability facilitate training and
development as a development
team leader implementation
• Communication • Identify learning
channels relevant for and development
disseminating opportunities to
information regarding support the
capability development of team
development member skills
• Market trends and • Encourage and
developments on new support team
Training
(Months)
and emerging skill members to identify,
requirements, talent develop and share
management and their skills and
learning and experiences to
development improve their
• Team leader roles capabilities and
and accountabilities performance and
for implementing enhance team
talent management effectiveness
processes • Review
• Models, methods effectiveness of the
and tools for team’s capability
identifying, assessing development
and managing talent approaches to
• Professional or identify areas for
industry codes of improvement
practice and
standards relating to
talent management
14 Productivity • Concept of • Identify potential NA

Improvement productivity areas and
• Importance of opportunities for
productivity productivity
• Benefits of higher measurement and
productivity at improvement
workplace • Select and
• Factors affecting implement tools and
productivity techniques for
Training
(Months)
improvement productivity
• Need for improvement
productivity • Monitor
improvement productivity
• Types of measurements
productivity • Analyse
measurement productivity
• Methods of data performance data
collection • Report and
• Components of recommend
productivity action productivity
plan improvement
• Tools for
productivity analysis
15 Service Coaching • Characteristics and • Prepare coaching NA

roles of a coach plan for individuals to
• Components of a address service
coaching plan performance issues
• Methods to identify • Demonstrate the use
areas of improvement of coaching
• Techniques for techniques to address
coaching service performance
• Barriers to learning issues
• Techniques for • Monitor progress of
monitoring individual individual for
for improvements in improvements in
service performance service performance
• Methods to provide • Review
Training
(Months)
feedback to effectiveness of
individual on service coaching techniques
performance
• Importance of • Recognise the NA

organisation’s service importance of
standards organisation’s service
• Types of service standards in attaining
performance gaps service excellence
• Methods to • Assess gaps
communicate the between actual
organisation’s service service performance
performance to the and organisation’s
team service standards
Service Information • Platforms to • Communicate
16
and Results motivate service team service performance
to uphold levels to motivate
organisation’s service team to achieve
standards service excellence
• Methods to motivate • Monitor service
team to achieve performance levels
service excellence for effectiveness of
• Methods to monitor actions taken
effectiveness of
actions taken
17 Service Innovation • Importance of • Involve team NA

service innovation members when
• Types of service planning to
Training
(Months)
innovation implement service
• Resources required innovation ideas
to implement service • Acquire resources
innovation ideas required for the
• Methods to collect implementation of
data on implemented service innovation
service innovation ideas
ideas • Collect and analyse
information on the
effectiveness of
implemented service
innovation ideas
• Review
implemented ideas to
make improvements
18 Service Leadership • Characteristics of a • Demonstrate the NA

role model characteristics of a
• Organisation’s role model that reflect
vision, mission and the organisation's
values vision, mission and
• Methods to values
demonstrate the • Encourage team to
organisation’s vision, deliver service
mission and values • Promote a
• Methods to customer-centric
encourage team to culture within the
deliver service service environment
• Methods to promote to achieve service
Training
(Months)
a customer centric excellence
culture • Monitor
• Methods to monitor performance of self
performance of self and team to ensure
and team consistency with the
organisation’s
guidelines
19 Service Planning and • Types of resources • Recognise resources NA

Implementation required by the required for service
organisation for operations
service operations • Recognise the
• Organisation’s resources required at
guidelines to support different points of the
service operations service value chain
• Methods to • Deploy resources
implement guidelines according to service
for service operations operations plan
• Types of • Recognise the role
performance issues of support centres
related to service and/or contact centres
operations in service delivery
• Process of resolving • Monitor workload
performance issues allocation among
• Sources of feedback team
on service operations • Review resource
• Process of requirements to cater
monitoring feedback to high volume
on service operations customer traffic
Training
(Months)
situations
• Implement service
operations to achieve
service excellence
• Resolve
performance issues
within one’s limits of
authority that may
occur during service
operations
• Monitor feedback
from customers and
team on service
operations
20 Staff Management • First-line • Effectively NA

management coordinate individual
principles and and team activities
practices • Build effective
• Techniques of working relationships
managing staff with individuals and
• Methods of teams
motivation • Communicate
• Methods of goal effectively with
setting and individuals and teams
performance • Delegate work
management activities to
• Methods of individuals and teams
delegation and • Develop and
Training
(Months)
associated communicate clear
responsibilities roles and
• Time management responsibilities
methods
• Methods of
effective
communication
• Methods of leading
by example
21 Technology Adoption • Organisational • Guide staff on the NA

and Innovation strategic directions use of software
for technology applications and
adoption information
• Business operation management systems
process flows and • Generate ideas for
inter-dependencies the development of
• Information and technology-enabled
communications solutions to solve
technology (ICT) operational issues or
security requirements enhance operational
for user compliance efficiency
• Relevant regulatory • Seek potential
and organisational information
requirements on data technology (IT)
management and solutions to resolve
protection operational issues
• Technology • Propose suitable IT
integration tools, solutions to
Training
(Months)
plans and approaches management to
• Technology support work
installation and operations
troubleshooting • Implement
methods technology
• Risks involved with enhancement plans to
implementation of meet business
new technologies requirements, while
• Performance adhering to risk
metrics to measure management
effectiveness of new procedure
technologies • Organise staff
training on the usage
of the new systems
and software
• Evaluate the
effectiveness of new
technologies in
supporting work
operations
22 Threat Observation • Types of disorderly • Assess persons’ NA

and suspicious behaviour and
behaviour determine if intent is
• Characteristics of malicious
terrorists • Draw on past
• Methods of experience to predict
reconnaissance malicious intent
• Signs of
Training
(Months)
inappropriate
demeanour, potential
suicide bombers, and
surveillance and
intelligence gathering
being conducted
• Common indicators
of suspicious persons
• Basic crowd control
23 Workplace Safety • Types of WSH • Intervene in the NA

and Health inspection processes presence of unsafe
Performance • Types of WSH behaviour and work
Management reporting processes practices
• WSH policy • Identify types of
performance hazards using
requirements relevant information
• Types of data used • Analyse
to gain insight into organisation’s routine
WSH performance and non-routine
• Methods of processes and
collecting WSH data activities to establish
• Analysis WSH the scope of risk
performance data assessment
• Organisation’s • Evaluate the impact
processes, policies of the hazards to
and procedures safety and health of
personnel, and
prioritise the risk
Training
(Months)
level using
appropriate risk
assessment methods
• Formulate risk
control strategies and
implementation plans
• Evaluate
effectiveness of
implemented control
measures to identify
residual risks

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Job Role: Concierge

3 Customer Challenges Management

4 Customer Experience Management

5 Customer Feedback and Relationship Management

6 Environmental Sustainability Management

8 Legal Compliance Management

9 Loss and Risk Prevention Management

10 Organisational Relationship Building

11 People and Performance Management

12 People and Relationship Management

16 Service Information and Results

19 Service Planning and Implementation

21 Technology Adoption and Innovation

23 Workplace Safety and Health Performance Management

2 Crisis Management • Organisation crisis • Identify the impact NA

3 Customer Challenges • Guidelines for • Investigate concerns NA

4 Customer Experience • Guidelines for • Prepare service NA

5 Customer Feedback • Methods to solicit • Identify methods for NA

6 Environmental • Organisational • Promote NA

7 Innovation • Concepts and • Analyse existing NA

8 Legal Compliance • Legislative and • Identify legislative NA

9 Loss and Risk • Importance of loss • Plan loss and risk NA

10 Organisational • Relationship • Communicate NA

11 People and • Organisational • Interpret team plans NA

• Strategies to • Build awareness of NA

14 Productivity • Concept of • Identify potential NA

15 Service Coaching • Characteristics and • Prepare coaching NA

• Importance of • Recognise the NA

17 Service Innovation • Importance of • Involve team NA

18 Service Leadership • Characteristics of a • Demonstrate the NA

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

20 Staff Management • First-line • Effectively NA

21 Technology Adoption • Organisational • Guide staff on the NA

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

23 Workplace Safety • Types of WSH • Intervene in the NA

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