Job Role: Concierge

TSC Title Concierge and Uniformed Service Delivery

Proficiency Level Level 3
Proficiency Level
Supervise concierge and uniformed services
Descriptor
Evidence for ability
& knowledge
1 2 3 4 5
Rating Scale Adverse Evidence No Evidence Some Evidence Sufficient Strong Evidence
Evidence
Interviewer's Rating
TSC Title Crisis Management
Proficiency Level Level 3
Proficiency Level
Execute plans in response to disruptive events and collate post-crisis feedback from stakeholders
Descriptor
Evidence for ability
& knowledge
1 2 3 4 5
Rating Scale Adverse Evidence No Evidence Some Evidence Sufficient Strong Evidence
Evidence
Interviewer's Rating
TSC Title Customer Challenges Management
Proficiency Level Level 3
Proficiency Level
Investigate and handle concerns and feedback received from guests and/or customers
Descriptor
Evidence for ability
& knowledge
1 2 3 4 5
Rating Scale
Adverse Evidence No Evidence Some Evidence Sufficient Strong Evidence
 Evidence
Interviewer's Rating
TSC Title Customer Experience Management
Proficiency Level Level 3
Proficiency Level
Measure service performance and implement improvements
Descriptor
Evidence for ability
& knowledge
1 2 3 4 5
Rating Scale Adverse Evidence No Evidence Some Evidence Sufficient Strong Evidence
Evidence
Interviewer's Rating
TSC Title Customer Feedback and Relationship Management
Proficiency Level Level 3
Proficiency Level Establish systems to monitor guests’ and/or customers’ activities and to obtain feedback for improvement analysis and
Descriptor implementation
Evidence for ability
& knowledge
1 2 3 4 5
Rating Scale Adverse Evidence No Evidence Some Evidence Sufficient Strong Evidence
Evidence
Interviewer's Rating
TSC Title Environmental Sustainability Management
Proficiency Level Level 3
Proficiency Level
Support the implementation of sustainability strategies
Descriptor
Evidence for ability
& knowledge
Rating Scale 1 2 3 4 5
 Adverse Evidence No Evidence Some Evidence Sufficient Strong Evidence
Evidence
Interviewer's Rating
TSC Title Innovation Management
Proficiency Level Level 3
Proficiency Level Analyse work systems and processes to propose ideas and support the implementation of innovation initiatives within
Descriptor the functional area
Evidence for ability
& knowledge
1 2 3 4 5
Rating Scale Adverse Evidence No Evidence Some Evidence Sufficient Strong Evidence
Evidence
Interviewer's Rating
TSC Title Legal Compliance Management
Proficiency Level Level 3
Proficiency Level Analyse and interpret information on relevant legislation and compliance requirements and facilitate integration of
Descriptor organisational policies and procedures to ensure compliance
Evidence for ability
& knowledge
1 2 3 4 5
Rating Scale Adverse Evidence No Evidence Some Evidence Sufficient Strong Evidence
Evidence
Interviewer's Rating
TSC Title Loss and Risk Prevention Management
Proficiency Level Level 3
Proficiency Level Implement and review loss and risk preventive policies and procedures to safeguard privacy and security of property,
Descriptor guest, customers and/or residents
Evidence for ability
& knowledge
 1 2 3 4 5
Rating Scale Adverse Evidence No Evidence Some Evidence Sufficient Strong Evidence
Evidence
Interviewer's Rating
TSC Title Organisational Relationship Building
Proficiency Level Level 3
Proficiency Level Seek inputs from team members to cultivate sharing of information, encourage participation in team activities and
Descriptor maintain respect for one another to promote workforce diversity and inclusiveness
Evidence for ability
& knowledge
1 2 3 4 5
Rating Scale Adverse Evidence No Evidence Some Evidence Sufficient Strong Evidence
Evidence
Interviewer's Rating
TSC Title People and Performance Management
Proficiency Level Level 3
Proficiency Level Implement team plans and monitor team’s progress towards the achievement of results, which includes managing and
Descriptor rewarding team performance
Evidence for ability
& knowledge
1 2 3 4 5
Rating Scale Adverse Evidence No Evidence Some Evidence Sufficient Strong Evidence
Evidence
Interviewer's Rating
TSC Title People and Relationship Management
Proficiency Level Level 3
Proficiency Level Manage a diverse service environment which involves promoting inclusiveness, building team cohesion and managing
Descriptor diversity challenges and opportunities that may have implications on service delivery
Evidence for ability
& knowledge
1 2 3 4 5
Rating Scale Adverse Evidence No Evidence Some Evidence Sufficient Strong Evidence
Evidence
Interviewer's Rating
TSC Title People Development
Proficiency Level Level 3
Proficiency Level Work as a team leader effectively to identify and address skill development needs of team members to enhance team
Descriptor capabilities. and motivate team members’ independence on capability development
Evidence for ability
& knowledge
1 2 3 4 5
Rating Scale Adverse Evidence No Evidence Some Evidence Sufficient Strong Evidence
Evidence
Interviewer's Rating
TSC Title Productivity Improvement
Proficiency Level Level 3
Proficiency Level Observe work area processes for problems, identify areas for improvement, implement appropriate productivity tools
Descriptor and techniques for productivity improvement and monitor and review productivity performance data
Evidence for ability
& knowledge
1 2 3 4 5
Rating Scale Adverse Evidence No Evidence Some Evidence Sufficient Strong Evidence
Evidence
Interviewer's Rating
TSC Title Service Coaching
Proficiency Level Level 3
Proficiency Level Coach individuals for service performance to close service gaps and monitor the progress of individuals for
Descriptor improvements in service performance
Evidence for ability
& knowledge
1 2 3 4 5
Rating Scale Adverse Evidence No Evidence Some Evidence Sufficient Strong Evidence
Evidence
Interviewer's Rating
TSC Title Service Information and Results
Proficiency Level Level 3
Proficiency Level
Manage service quality and customer satisfaction in an organisation and monitor service performance levels
Descriptor
Evidence for ability
& knowledge
1 2 3 4 5
Rating Scale Adverse Evidence No Evidence Some Evidence Sufficient Strong Evidence
Evidence
Interviewer's Rating
TSC Title Service Innovation
Proficiency Level Level 3
Proficiency Level
Implement service innovation ideas in the organisation
Descriptor
Evidence for ability
& knowledge
1 2 3 4 5
Rating Scale Adverse Evidence No Evidence Some Evidence Sufficient Strong Evidence
Evidence
Interviewer's Rating
TSC Title Service Leadership
Proficiency Level Level 3
Proficiency Level Role model the service vision of an organisation and encourage service excellence
Descriptor
Evidence for ability
& knowledge
1 2 3 4 5
Rating Scale Adverse Evidence No Evidence Some Evidence Sufficient Strong Evidence
Evidence
Interviewer's Rating
TSC Title Service Planning and Implementation
Proficiency Level Level 3
Proficiency Level
Manage service operations in accordance to organisational guidelines to achieve service excellence
Descriptor
Evidence for ability
& knowledge
1 2 3 4 5
Rating Scale Adverse Evidence No Evidence Some Evidence Sufficient Strong Evidence
Evidence
Interviewer's Rating
TSC Title Staff Management
Proficiency Level Level 3
Proficiency Level
Interpret the organisation’s policies, procedures and standards to manage staff under his direct control
Descriptor
Evidence for ability
& knowledge
1 2 3 4 5
Rating Scale Adverse Evidence No Evidence Some Evidence Sufficient Strong Evidence
Evidence
Interviewer's Rating
TSC Title Technology Adoption and Innovation
Proficiency Level Level 3
Proficiency Level
Implement technology enhancement plans to support operations and work processes
Descriptor
Evidence for ability
& knowledge
1 2 3 4 5
Rating Scale Adverse Evidence No Evidence Some Evidence Sufficient Strong Evidence
Evidence
Interviewer's Rating
TSC Title Threat Observation
Proficiency Level Level 2
Proficiency Level
Interpret malicious intent from contemporary threats
Descriptor
Evidence for ability
& knowledge
1 2 3 4 5
Rating Scale Adverse Evidence No Evidence Some Evidence Sufficient Strong Evidence
Evidence
Interviewer's Rating
TSC Title Workplace Safety and Health Performance Management
Proficiency Level Level 3
Proficiency Level
Perform Workplace Safety and Health (WSH) inspections to support the performance monitoring process
Descriptor
Evidence for ability
& knowledge
1 2 3 4 5
Rating Scale Adverse Evidence No Evidence Some Evidence Sufficient Strong Evidence
Evidence
Interviewer's Rating