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Hotel and Accommodation Services (Tourism)

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The Hotel and Accommodation Services sector is expanding rapidly, with about 10,000 new guest rooms expected to come up by 2016. New developments like The Patina, Capitol Singapore and The Westin Singapore add vibrancy to the diverse range of hotels from budget to luxury. These developments will bring about a variety of new career opportunities.

Being in the Hotel and Accommodation Services sector provides individuals with the opportunity for exciting experiences and immense prospects for growth and development. To cater to the needs of visitors, the sector constantly seeks creative means of service delivery and frequently updates the skill sets of its employees to prepare them for the ever-changing business environment.

The Hotel and Accommodation Services sector offers you great opportunities for a varied and fulfilling career.

Qualifications

WSQ Certificate in Hotel and Accommodation Services
Qualification Objectives
To meet customer needs and expectations through delivery of quality accommodation products and services delivered by a courteous, supported, well-trained and motivated workforce.
Total Training Hours: 94 - 200 hrs
To achieve a full qualification in WSQ Certificate in Hotel and Accommodation Services, you need to complete 7 competency modules comprising of 3 Core units PLUS any 4 Elective units and attain at least 11 credits.
Suggested Entry Requirements
  • Learners are expected to demonstrate competency at ES WSQ WPLN Level 4
MODULES

Core Units

A trainee must complete 3 core units leading to 4 credits.

  • Work Safely (12 hrs)

1 credit
  • Provide Safety and Security for Guests (12 hrs)

1 credit
  • Interact with Guest (16 hrs)*

2 credits

 * The credits from "Provide GEMS Service" may be used towards the award of this qualification in place of "Interact with Guests"

2 credits

 

Elective Units

PLUS a trainee must complete at least 4 elective units leading to at least 7 credits.

Choose Four Elective Units:

 

Food Service

 
  • Provide Room Services (24 hrs)

3 credits

Front Office/Guest Services

 
  • Handle Guest/Resident Arrivals (28 hrs)

3 credits
  • Provide Resident Services (40 hrs)

4 credits
  • Provide Bell Services (36 hrs)

4 credits
  • Provide Switchboard Services (24 hrs)

3 credits
  • Maintain Guest/Resident Accounts (40 hrs)

4 credits
  • Provide Lobby Safe Deposit Box and Foreign Exchange Services (8 hrs)

1 credit
  • Handle Guest/Resident Departures (24 hrs)

3 credits
  • Provide Valet Parking Services (16 hrs)

2 credits
  • Provide Concierge Services (40 hrs)

4 credits
  • Provide Business Centre Services (16 hrs)

2 credits
  • Provide Reservation Services (40 hrs)

4 credits
  • Monitor Concierge Services (36 hrs)

4 credits
  • Monitor Bell Services (16 hrs)

2 credits

Housekeeping Operations

 
  • Service Guest Rooms (40 hrs)

4 credits
  • Service Resident Apartments (40 hrs)

4 credits
  • Service Balconies/Patios, Kitchens/Yard Areas (24 hrs)

3 credits
  • Carry Out Thorough Cleaning (24 hrs)

3 credits
  • Service Public Toilets. Showers and Change Rooms (24 hrs)

3 credits
  • Service Other Public Areas and Back of House (16 hrs)

2 credits
  • Carry Out Thorough Cleaning of Public Areas (24 hrs)

3 credits
  • Maintain Service in Linen and Uniform Room (15 hrs)

2 credits
  • Provide Laundry Room Services (15 hrs)

2 credits
  • Provide Laundry Valet Services (40 hrs)

4 credits

Risk Management 

 
  • Provide On-site Security (32 hrs)

3 credits
  • Demonstrate First Aid/Cardio-Pulmonary Resuscitation (CPR) Skills (24 hrs)

3 credits

Sales and Marketing 

 
  • Promote Tourism (16 hrs)

2 credits
  • Maintain Displays (16 hrs) 

2 credits
  • Sell Products and Services (16 hrs)

2 credits

Site and Equipment Management

 
  • Maintain Site/Outlet Components (20 hrs)

2 credits
  • Maintain Equipment (40 hrs)

4 credits

Service Excellence

 
  • Implement Operations for Service Excellence (16 hrs)

2 credits

The training hours listed above do not include assessment. Nominal assessment hours for all units are 2 hours.

WSQ Advanced Certificate in Hotel and Accommodation Services
Qualification Objectives
To meet customer needs and expectations through delivery of quality accommodation products and services delivered by a courteous, supported, well-trained and motivated workforce.
Total Training Hours: 186 - 314 hrs
To achieve a full qualification in WSQ Advanced Certificate in Hotel and Accommodation Services, you need to complete 9 competency modules comprising of 4 Core units PLUS any 5 Elective units and attain at least 21 credits.
Suggested Entry Requirements
  • Competency in Hotel and Accommodation Services Certificate level knowledge and skills.
  • Two (2) years work experience at the operations level in the tourism sector.
  • ES WSQ WPLN Level 6.
MODULES

Core Units

 A trainee must complete 4 core units leading to 11 credits.

  • Monitor Income and Expenses (24 hrs)  

3 credits
  • Implement Loss Prevention (10 hrs) 

1 credit
  • Conduct Orientation and Training (32 hrs) 

3 credits
  • Supervise Staff (40 hrs) 

4 credits

 

Elective Units

PLUS a trainee must complete at least 5 elective units leading to at least 10 credits.

Choose Five Elective Units:

 

Business/Finance

 
  • Maintain Inventories (16 hrs)

2 credits

Food Service

 
  • Supervise Room Service (24 hrs)

3 credits

Front Office/Guest Services

 
  • Monitor Front Office/Guest Services Operations (36 hrs)

4 credits
  • Monitor Reservation Services (24 hrs)

3 credits
  • Monitor Switchboard Operations (16 hrs)

2 credits
  • Manage Handling of Guest/Resident Accounts (24 hrs)

3 credits
  • Monitor Valet Parking Services (16 hrs)

2 credits
  • Monitor Concierge Services (36 hrs)

4 credits
  • Monitor Business Centre Services (16 hrs)

2 credits
  • Monitor Bell Services (16 hrs)

2 credits

Housekeeping Operations

 
  • Co-ordinate Housekeeping Operations (20 hrs)

2 credits
  • Supervise Housekeeping Operations (32 hrs)

3 credits
  • Supervise Public Area Cleaning and Servicing (32 hrs)

3 credits
  • Supervise Linen/Uniform Room Operations (32 hrs)

3 credits
  • Supervise Laundry Valet Services (48 hrs)

5 credits

MICE and Events Operations

 
  • Co-ordinate Site Layout and Look (25 hrs)

3 credits
  • Co-ordinate Entertainment and Food and Beverage Services (40 hrs)

4 credits
  • Co-ordinate Site Services (40 hrs)

4 credits
  • Co-ordinate Support Services (32 hrs)

3 credits

Risk Management

 
  • Implement Risk Management Plans (24 hrs)

3 credits

Sales and Marketing

 
  • Implement Marketing Strategies (40 hrs)

4 credits
  • Implement Media Activities (20 hrs)

2 credits
  • Develop Sales Proposal (40 hrs)

4 credits
  • Sell Banquets/Catering Events (40 hrs)

4 credits
  • Develop Product Knowledge (10 hrs)

1 credit
  • Monitor Customer Service Standards (30 hrs)

3 credits
  • Write Proposal (20 hrs)

2 credits

Site and Equipment Management

 
  • Implement Site/Outlet and Equipment Maintenance Plans (32 hrs)

3 credits

Service Excellence

 

(A trainee can complete up to 1 unit from this category leading to 3 credits)

 
  • Manage Service Performance (16hrs)

2 credits
  • Coach for Service Performance (16hrs)

2 credits
  • Manage Operations for Service Excellence (16hrs)

2 credits
  • Establish Relationships for Customer Confidence (16hrs)

2 credits

Communications

 
  • Identify and Establish Internal and External Stakeholders Relationships (10 hrs)

1 credit
  • Prepare Budget for the Business Unit (30 hrs)

2 credits

Finance

 
  • Prepare Budget for the Business Unit (30 hrs)

3 credits
  • Prepare Cash Flow Report for the Business Unit (10 hrs)

2 credits
  • Conduct Financial Analysis Calculations for the Business Unit (20 hrs)

1 credit

Accounting

 
  • Analyse Financial Statements (40 hrs)

4 credits

Innovation Management

 
  • Contribute to Innovation Process within Own Scope of Work in Business Units (30 hrs)

3 credits

Project Management

 
  • Apply Project Cost Management Techniques (20 hrs)

2 credits
  • Apply Project Quality Control Procedures (20 hrs)

2 credits

Personal Effectiveness

 
  • Develop Self (40 hrs)

4 credits

Develop People

 
  • Encourage People (30 hrs)

3 credits

Drive Change

 
  • Implement Change (30 hrs)

3 credits

The hours indicated for Business Management (BM) and Leadership and People Management (LPM) units include assessment hours.

The training hours of other units listed above do not include assessment hours. Nominal assessment hours are 2 hours.

WSQ Diploma in Tourism - Hotel and Accommodation Services
Qualification Objectives
To meet customer needs and expectations through delivery of quality accommodation products and services delivered by a courteous, supported, well-trained and motivated workforce.
Total Training Hours: 280 - 467 hrs
To achieve a full qualification in WSQ Diploma in Tourism, you need to complete 14 competency modules comprising of 8 Core units PLUS any 6 Elective units and attain at least 33 credits.
Suggested Entry Requirements
  • Competency in Advanced Certificate level knowledge and skills.
  • Two (2) years work experience at the supervisory level in the tourism sector.
  • ES WSQ WPLN Level 7.
MODULES

Core Units

A trainee must complete at least 8 core units leading to at least 21 credits.

  • Develop and Implement Business Strategies (40 hrs)

4 credits
  • Comply with Legal Requirements (12 hrs)

1 credit
  • Develop and Implement Budgets (40 hrs)

4 credits
  • Manage Training (24 hrs)

3 credits
  • Hire Staff (24 hrs)

3 credits
  • Appraise/Evaluate Staff (16 hrs)

2 credits
  • Handle Terminations, Dismissals and Resignations (24 hrs)

3 credits
  • Manage Loss Prevention (10 hrs)

1 credit
  • Conduct Situational Analysis (35 hrs)

4 credits

 

Elective Units

PLUS a trainee must complete at 6 electives units leading to at least 12 credits.

Choose Six Elective Units:

 

Business/Finance  

 
  • Administer Purchasing and Receiving Procedures (16 hrs)  

2 credits
  • Manage Insurance Services (16 hrs)  

2 credits
  • Seek Sponsorship (32 hrs)  

3 credits
  • Manage Contracts with External Suppliers (32 hrs) 

3 credits
  • Manage Pricing and Revenue (32 hrs)

3 credits

HR Management  

 
  • Establish Human Resource Management Plans (32 hrs)  

3 credits
  • Manage Human Resource in Union Environment (15 hrs)  

2 credits
  • Manage Meeting (16 hrs)

2 credits

Risk Management  

 
  • Develop Risk Management Plans (24 hrs) 

3 credits
  • Manage Risk in the Business Unit (40 hrs)

4 credits

Sales and Marketing  

 
  • Develop Marketing Strategies (40 hrs) 

4 credits
  • Monitor Marketing Strategies (40 hrs)  

4 credits
  • Develop Relationships with New Corporate Clients (25 hrs)  

3 credits
  • Optimise Sales (24 hrs)  

3 credits
  • Direct Media Activities (16 hrs)  

2 credits
  • Develop and Oversee Public Relations Strategies (30 hrs)  

3 credits
  • Develop and Manage Sponsorship Programmes (32 hrs)

3 credits
  • Promote Creativity (24 hrs)

3 credits
  • Identify New Sales and Marketing Opportunities (20 hrs)

2 credits
  • Manage Marketing Campaigns (20 hrs) 

2 credits
  • Manage Relationship with Customers (20 hrs)

2 credits
  • Respond to a Request for Proposal (10 hrs)

1 credit
  • Manage Social Media Platforms (20 hrs)

2 credits
  • Develop Social Media Strategies (20 hrs)

2 credits
  • Direct Organisational Sales and Marketing Strategies and Business Targets (10 hrs)

1 credit

Site and Equipment Management  

 
  • Manage Site/Outlet and Equipment Maintenance (40 hrs) 

4 credits

Front Office / Guest Operations 

 
  • Manage Front Office/Guest Services Operations (40 hrs)  

4 credits

Housekeeping Operations  

 
  • Manage Housekeeping Operations (60 hrs) 

6 credits

Tour Operations  

 
  • Manage Tour Guide Services (16 hrs) 

2 credits

Travel Services  

 
  • Manage Travel Operations (24 hrs)  

3 credits

Programme Delivery  

 
  • Manage Programme Delivery (16 hrs)  

2 credits
  • Manage Visitor Services (16 hrs)  

2 credits

Programme Development  

 
  • Manage Programme Development (16 hrs) 

2 credits
  • Manage Exhibits (24 hrs) 

3 credits

Transportation Operations

 
  • Manage Transportation Operations (16 hrs)

2 credits

MICE AND EVENTS SECTOR

MICE and Events Operations 

 
  • Develop Management Strategy (24 hrs)

3 credits
  • Manage Logistics (24 hrs)

3 credits
  • Develop Implementation Strategy (32 hrs)

3 credits

Exhibitions

 
  • Plan and Develop Proposal for Exhibition Events (24 hrs)

3 credits
  • Sell Exhibition Space (16 hrs)

2 credits
  • Manage Exhibition Events (32 hrs)

3 credits

Special Events
  • Plan and Develop Proposal for Special Events (24 hrs)

3 credits
  • Manage Special Events (32 hrs) 

3 credits
  • Oversee Management of Volunteers (24 hrs)

3 credits

Exhibitions, Meetings and Conventions, Special Events and Incentive Travels

 
  • Describe MICE and Events Industry and its Impact on Economy (16 hrs)

2 credits
  • Improve Work Practices to Become Environmentally Sustainable (16 hrs)

2 credits
  • Develop, Implement and Evaluate Communication Management Plan and Activities (16 hrs)

2 credits

Meetings and Conventions 

 
  • Plan and Develop Proposal for Meeting and Convention Events (24 hrs)           

3 credits
  • Manage Meetings and Convention Events (32 hrs)            

3 credits

Incentive Travel

 
  • Plan and Develop Proposal for Incentive Travel Event (24 hrs)

2 credits
  • Manage Incentive Travel Events (32 hrs)

3 credits

Exhibitions and Special Events

 
  • Develop Crowd Control Plans and Procedures (16 hrs)

2 credits

Service Excellence 
  (A trainee can complete up to 2 units from this category leading to 8 credits)

 
  • Develop Service Operations (16 hrs) 

2 credits
  • Drive Service Quality and Customer Satisfaction (16 hrs) 

2 credits

Communications

 
  • Manage Meetings (10 hrs) 

1 credit

Business Continuity Management

 
  • Develop and Implement Training Roadmap for Crisis Situations (10 hrs)

1 credit
  • Manage Crisis Situations (20 hrs)

2 credits
  • Develop and Maintain Continuity Strategies, Policies and Guidelines (10 hrs)

1 credit

Project Management

 
  • Manage Project Team (20 hrs)

2 credits

Strategy Planning and Implementation

 
  • Research and Analyse Business Opportunities (20 hrs)

2 credits
  • Manage Resource Planning (10 hrs)

1 credit
  • Manage External Service Providers (20 hrs)

2 credits

Lead with Vision

 
  • Lead Team (30 hrs)

3 credits

Drive Change

 
  • Manage Change (30 hrs)

3 credits
  • Lead Change (20 hrs)

2 credits

Personal Effectiveness

 
  • Manage Self (30 hrs)

3 credits

Develop People

 
  • Engage People (30 hrs)

3 credits

Experience Creation

  
  • Stage Attractions Experience (30 hrs)

3 credits
  • Propose Attractions Concept (20 hrs)

2 credits
  • Facilitate Attractions Improvements (30 hrs)

3 credits
  • Prepare Blueprint for Original Attractions Concept (30 hrs)

3 credits
  • Leverage Technology to Enhance Experience (30 hrs)

3 credits
  • Plan Experience for Guests with Special Needs (20 hrs)

2 credits
  • Conduct Research (30 hrs)

3 credits
  • Design Programme (20 hrs)

2 credits
  • Evaluate Guest Experience (30 hrs)

3 credits

Admission and Guest Services

 
  • Design and Develop Promotional Campaigns (20 hrs)

2 credits
  • Manage Admission and Ticketing (20 hrs)

2 credits

Attraction Operations

 
  • Manage Zone Operations (30 hrs)

3 credits
  • Manage Amusement and Waterpark Rides (30 hrs)

3 credits
  • Plan and Set Up Live Exhibits (30 hrs)

3 credits
  • Plan and Develop Animal Training (40 hrs)

4 credits

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