On-the-Job Training Blueprint

On-the-Job Training Blueprint
Job Role: Front Office Manager / Operations Manager
Training Duration
S/N Technical Skills and Competencies
(Month)*
1 Budgeting
2 Business Continuity Planning
3 Business Negotiation
4 Business Planning
5 Business Presentation Delivery
6 Change Management
7 Crisis Management
8 Customer Challenges Management
9 Customer Feedback and Relationship Management
10 Dispute Resolution
11 Environmental Sustainability Management
12 Front Office Operations Management
13 Hospitality Data Collection and Analysis

14 Innovation Management
15 Knowledge Management
16 Legal Compliance Management
17 Organisational Relationship Building
18 People and Performance Management
19 People Development
20 Productivity Improvement
21 Resource Management
22 Revenue Optimisation
23 Room Revenue Management
24 Service Challenges
25 Service Information and Results
26 Service Innovation
27 Service Innovation Culture
28 Service Leadership
29 Service Planning and Implementation
30 Staff Management
31 Technology Adoption and Innovation

32 Vision Leadership
33 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 Budgeting • Assumptions and • Recommend NA
parameters of budgets parameters and
• Factors in internal assumptions for
and external budget forecasting in
environments that accordance with
impact budgets organisational needs
• Methods of and market
analysing budget conditions
history and trends for • Prepare financial
business unit forecasts to facilitate
• Methods to forecast financial and business
revenue, expenses planning
and balance sheet for • Implement budget
business unit plans to manage
• Considerations of resource allocation to
conducting scenario business activities
analysis • Manage actual
• Forecasting budget to enable
techniques financial operations
• Types of budget to be measured
controls and their against forecasted
purposes business plans
• Means to monitor • Monitor budget
Training
(Months)
financial operations outcomes to ensure
of business unit proper utilisation and
against budget accounting of
outcomes resources against
• Verifiable financial their intended
evidences of purposes
organisation • Present financial
• Importance of forecasts, budgets and
verifiable financial budget outcomes to
evidences in budget immediate
planning and supervisors for
forecasting review and approval
Processes in
communicating
budget plans and
performance to
relevant stakeholders
for endorsement
2 Business Continuity • Own role in • Design NA

Planning development of organisation-wide
business continuity business continuity
frameworks, policies and
strategies, policies frameworks to
and plans maintain critical
• Relevant regulatory business functions
requirements and and recover from
leading practice disruptive events
principles of business • Ensure alignment of
Training
(Months)
continuity business continuity
management plans with
• Types of tests for organisational
business continuity strategic objectives
plans • Establish business
• Business continuity continuity
management management
governance governance to
• Own role in conduct support the
of independent development and
reviews and audits of implementation of
business continuity business continuity
plans plans and guidelines
• Overall business • Conduct
continuity testing independent reviews
plans and test result and audits to ensure
components integration of
• Assessment individual business
reporting to relevant unit’s business
stakeholders continuity plans
across the
organisation
• Assess and report
readiness of business
continuity plans to
• Refine
organisational
business continuity
Training
(Months)
plans to ensure
relevance to the
organisation in
accordance with the
current threat
environment
• Negotiation styles • Plan and prepare for NA

• Results of effective negotiation in
negotiation accordance with
• Conditions for negotiation strategies
successful negotiation • Implement
• Organisational negotiation strategies
negotiation policies according to
3 Business Negotiation and guidelines negotiation guidelines
• Legislation and during negotiation
regulations pertaining process
to negotiations • Provide feedback to
relevant parties for
negotiation policies
refinement
4 Business Planning • Models and • Establish NA

methods of business operational plans for
operational plans the business functions
• Role of an • Review background
operational plan in of critical business
achieving the functions of the
organisation’s organisation to
Training
(Months)
objectives determine functional
• Business objectives in relation
environment and its to specific time
relevant impact on horizons
the organisation's • Develop operational
operational planning plans to support
• Legislative and achievement of
regulatory context organisational and
relevant to business function
operational planning strategies
• Organisation’s • Set key performance
policies, practices and indicators to assess
procedures that operational plans
impact operations • Report operational
planning plans to relevant
stakeholders for
endorsement
purposes
• Make adaptations to
operational plans to
support achievement
of organisational and
business function
strategies
• Study past
operational plans to
ascertain best
practices to include in
current plans
Training
(Months)
• Presentation • Establish objectives NA

guidelines for of presentations and
presentations to identify appropriate
senior management presentation modes to
• Types of meet organisational
presentation requirements
collaterals • Determine
• Techniques to deliverables for target
engage target audience to develop
Business Presentation audience presentation
5
Delivery collaterals
• Use appropriate
presentation modes to
deliver appropriate
messages to target
audience
• Review presentation
outcomes to enhance
future performance
6 Change Management • Change control • Plan change control NA

procedure procedures across the
development organisation
• Business readiness • Develop business
assessment and readiness plans,
planning considering the
• Resource resources, elements,
management for capabilities and
Training
(Months)
complex changes and activities required for
transitions effective transitions
• Critical stakeholders • Determine readiness
and touch points for level of business
change initiatives users for upcoming
• Enablers of change changes and identify
• Components and readiness gaps for the
objectives of change organisation
management • Plan a series of
implementation plans engagement activities
• Communication to secure
strategies to promote stakeholders’
change commitment to the
• Individual’s role in success of change
contributing to implementation
change management before introducing
as a strategic business the changes
partner • Drive stakeholder
education and/or
training initiatives to
build internal
capability and change
readiness
• Direct internal
resources to facilitate
the movement
towards the desired
end state of the
change
Training
(Months)
• Maintain oversight
of change
performance against
set goals and
benchmarks during
post-implementation
phase
• Review
organisational
systems, processes
and policies to
identify areas for
improvement for
change management
7 Crisis Management • Organisational • Identify current NA

business continuity trends in disruptions
strategies that can impact
• Best practices in business processes
crisis management • Design
• Best practices in organisation-wide
crisis communication crisis management
• Damage assessment plans for recovery
of disruptive events from disruptive
• Types of events
stakeholder • Direct the
management implementation of
• Established crisis response and
stakeholders’ recovery activities in
Training
(Months)
communication accordance with
platforms business continuity
• Business impact and and recovery
implications of strategies
disruptive events on • Activate 'return-to-
organisation normal' procedures in
accordance with
crisis management
plans
• Activate crisis
response and
recovery activities
and stand-down
procedures in
accordance with
business continuity
strategies and crisis
management plans
• Utilise established
communication
platforms to facilitate
communication
processes to internal
and external
stakeholders during
disruptive events
• Refine
organisational crisis
management plans to
Training
(Months)
ensure relevance to
the current threat
environment
8 Customer Challenges • Guidelines on • Review staff NA

Management monitoring and performance in
documenting staff handling guests’
performance in and/or customers’
handling guests’ concerns and
and/or customers’ feedback
concerns and • Manage escalation
feedback of guest and/or
• Corrective actions customer concerns
to address deviations and feedback
in handling guests’ • Evaluate process for
and/or customers’ handling guests’
concerns and and/or customers’
feedback concerns and
• Guidelines on feedback
assigning right
persons to handle
guests’ and/or
customers’ concerns
and feedback
• Guidelines on
proposing
improvements to
organisational
policies on handling
Training
(Months)
of guests’ and/or
customers’ concerns
and feedback
• Objectives of
improvement plans
• Guest and/or • Review guest and/or NA

customer relationship customer relationship
management management
frameworks practices
• Guest and/or • Develop customer
customer relationship relationship
and communication management
strategies for strategies
maintaining positive • Guide operational
relations plan development to
Customer Feedback
• Organisational support achievement
9 and Relationship
procedures for of guest and/or
Management
developing and customer relationship
maintaining positive management
relations with guests strategies
and/or customers • Set key performance
• Techniques for indicators (KPIs) to
evaluating guest evaluate guest and/or
and/or customer customer relationship
relationship management
programmes
10 Dispute Resolution • Mediation purposes • Develop and review NA

Training
(Months)
and outcomes mediation guidelines,
• Types of disputes in consultation with
• Means of managing stakeholders, to
stakeholders in manage mediation
mediation process process
• Dispute resolution • Prepare for
processes mediations in
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
Training
(Months)
organisation to apply
to current and future
situations
11 Environmental • Key trends and • Assess NA

Sustainability drivers of strategic organisation’s current
Management directions that operations for
influence sustainability
organisational practices to identify
sustainability areas for application
programmes and/or improvement
• Organisation’s • Identify strategies to
strategic directions in integrate
existing sustainability sustainability
programmes programmes into
• Guidelines and organisation’s
industry benchmarks operations
on sustainable • Align organisational
operations using policies, processes
green initiatives and procedures to
• Organisation's meet sustainability
products and services strategies
that meet industry • Monitor
sustainability implementation of
guidelines sustainability
• Strategies to adopt strategies in
sustainability achieving
guidelines organisation’s green
• Guidelines on management goals
Training
(Months)
implementation of • Communicate
sustainability sustainability
programmes, and strategies to
evaluation and stakeholders
monitoring of • Engage colleagues
programme in regular dialogues
effectiveness on industry
sustainability
practices to promote
individual
participation
• Review the
effectiveness of
adopting alternative
methodologies for the
management of
sustainable operations
using green initiatives
12 Front Office • Resource planning • Organise resources NA

Operations to support delivery of in accordance with
Management front office services resource plan and
• Key performance organisational
indicators for requirements
evaluating • Implement actions
effectiveness of front to meet
office operations organisational
• Types of quality objectives
control tools • Oversee
Training
(Months)
• Techniques of root effectiveness of front
cause analyses office operations, in
• Service recovery accordance with
techniques to manage organisational
unresolved and policies and
escalated guests’ procedures
concerns • Oversee compliance
• Sources of with legal and finance
operational results to requirements
determine front • Evaluate operational
office’s achievement results against
of key performance organisational
indicators objectives and key
• Techniques for performance
evaluating indicators
operational results • Manage unresolved,
against organisational escalated concerns
objectives from guests
• Guidelines for • Resolve front office
implementing actions performance issues
to meet • Recognise
organisational opportunities to apply
objectives new and evolving
• Legal requirements technologies
for compliance • Provide necessary
support and resources
for team member to
carry out their
decisions
Training
(Months)
• Uses of statistics in • Identify statistics to NA

the hospitality sector be collected from
• Methods for various sources, in
organising data and accordance with
data storage business operations
• Statistical and requirements
techniques and • Analyse data to
calculations for identify trends,
hospitality data exceptions and
Hospitality Data analyses insights, in
13 Collection and • Components of accordance with
Analysis time-based data business operations
• Different graphs for and requirements
different categories of • Interpret findings to
data obtain business
• Types and methods insights
of effective data • Apply appropriate
presentations methods of data
• Types of business presentation to
intelligence tools present data findings
14 Innovation • Methods to generate • Review and adapt NA

Management and translate the role of innovation
innovative ideas into for the department
workable concepts • Develop an
within functional area innovation and
• Techniques of growth mindset in the
innovative department
Training
(Months)
communication • Facilitate
• Types of facilitation discussions on
methods to encourage innovation creation to
innovation add value to
• Workflow of operations and
business functions product offerings
• Approaches to • Source shortlisted
identify innovation technologies to
opportunities support development
• Techniques to of new processes,
generate innovative products and services
ideas • Promote innovation
• Resources required knowledge sharing
for implementation of within the department
innovation ideas • Evaluate business
function workflows
and performance to
identify opportunities
for innovation and
improvement
• Make
recommendations on
innovation initiatives
for implementation
• Oversee the
implementation of
• Measure the
effectiveness of
Training
(Months)
15 Knowledge • Types of system • Identify and NA

Management requirements evaluate system
• System users requirements with
• Implementation system users to
plans for knowledge support
management system implementation of
• Technology knowledge
available to management systems
implement • Develop
knowledge implementation plans
management system in consultation with
• Types of relevant stakeholders
information • Define and
management systems communicate
• Consultation implementation
techniques and plans, components of
processes to gather knowledge
user requirements management systems
• Communication and procedures for
plans to employees using the system to
• Change employees
management • Implement system
principles in accordance with
• Barriers to action plans and
implementation of organisational
knowledge guidelines and/or
management system policies
Training
(Months)
• Evaluate end-to-end
implementation of
knowledge and
information
management
strategies to monitor
performance of
system
• Evaluate and
recommend
refinements to
knowledge
management systems
in consultation with
• Implement
knowledge
management systems
• Manage knowledge
management systems
• Establish
documentation
policies and
processes
16 Legal Compliance • Relevant legislation • Access appropriate NA

Management and regulations sources of
applicable to industry information to
• Appropriate sources analyse relevant
Training
(Months)
of information on compliance
internal and external requirements
compliance applicable to business
requirements units
• Methodologies for • Interpret relevant
both internal and legislation and
external monitoring regulations, legal
and evaluation documents, standards
• Data on compliance and codes of practice
tracking relevant to business
• Relevant units to identify
stakeholders possible areas of non-
• Implications of non- compliance
compliance with • Evaluate and report
relevant legislation data on compliance to
and regulations relevant stakeholders
according to
information format
requirements to
ensure stakeholders
are updated and
consulted
• Formulate
recommendations and
obtain sign-offs to
address areas of non-
compliance with legal
and other
requirements in
Training
(Months)
consultation with
17 Organisational • Legal and ethical • Develop strategies NA

Relationship Building considerations that support diversity
relating to workplace and cooperation at all
diversity levels of the
• Policies and organisation
procedures which • Manage
provide clarification relationships so that
or assistance in cross-cultural
relation to diversity cooperation results in
within the positive outcomes for
organisation individuals, teams
• Common barriers to and the organisation
developing a diverse • Communicate
and cooperative expectations of cross-
workplace cultural awareness
• Relevant throughout functions
professional or • Adjust interpersonal
industry codes of style to the social and
practice and cultural business
standards for contexts
managing
diversity
• Models and
methods for
managing diversity
• Individual roles and
Training
(Months)
accountabilities for
contributing to a
diverse and
cooperative work
environment
• Manager roles and
accountabilities for
encouraging
workforce diversity
18 People and • Organisational • Work with team NA

Performance policies and leaders to develop
Management procedures relating to team plans in
development of team accordance to
plans, identification expected performance
and management of • Identify, request and
risks, remuneration allocate resources
and performance required for teams to
management implement the team
• Legal and ethical plans
considerations • Identify the success
relating to criteria to evaluate
performance team performance
management • Provide regular
• Professional or feedback to team
industry codes of leaders to maintain
practice and awareness of
standards relating to expected and actual
remuneration and performance to make
Training
(Months)
performance improvement
management • Manage and reward
• Theories and team leader
concepts on performance in
performance accordance with
management and organisational
incentives policies and
• Market trends and procedures to achieve
developments related expected performance
to remuneration and • Support team
performance leaders to manage
management issues relating to
employee
performance to
achieve team results
• Identify and
monitor potential
risks of strategic
impact to business
objectives to develop
mitigation strategies
• Analyse data on
team performance to
prepare
recommendations to
enhance future
activities and
performance of the
team
Training
(Months)
• Consult
stakeholders to obtain
inputs and garner
support on team plans
• Assess emotional
states of team leaders
and respond
appropriately to
emotional cues when
managing
performance across
teams to ensure
individual needs are
addressed
19 People Development • Legal and ethical • Review NA

considerations organisational
relating to the strategies and
management of business plans to
capability identify impact on
development team competency
• Organisational requirements
policies and • Review current
procedures relating to skills of team leaders
capability using appropriate
development methods and tools to
• Relevant identify skills
professional or requirements
industry codes of • Work with team
Training
(Months)
practice and leaders to establish
standards relating to their learning
management of priorities and learning
capability and development
development as a plans
manager of a • Identify learning
department or cross and development
functional team opportunities and
• Implications and provide resources and
impact of coaching support to facilitate
and mentoring the development of
activities on the team leader skills
individuals • Review capability
participating in the development
processes approaches for team
• Models and leaders to identify
methods of training areas for
needs analysis improvement
• Market trends and • Provide coaching to
developments on new team leaders to
and emerging skill enhance their role
requirements, talent performance, taking
management and into consideration
learning and their emotional states
development • Review coaching
• Models, methods outcomes against
and tools for coaching goals to
identifying, assessing identify areas for
and managing talent improvement in the
Training
(Months)
• Professional or coaching process
industry codes of
practice and
standards relating to
talent management
• Line manager roles
and accountabilities
for implementing
talent management
processes
20 Productivity • Productivity • Develop NA

Improvement concepts and goals organisation's
for the organisation productivity road
• Components of map and action plan
productivity roadmap • Establish
and action plan productivity
• Productivity measurements
management • Identify and arrange
structures to facilitate resources required for
productivity implementation of the
framework productivity
implementation in the framework
organisation and their • Engage and
characteristics encourage employees
• Quantitative and to participate in the
qualitative productivity
productivity improvement
indicators initiatives
Training
(Months)
• Types of • Provide training to
productivity stakeholders to
measurement prepare stakeholders
• Methods to analyse to implement the
the relationship productivity
between productivity framework
measurements and • Evaluate the
factors that influence effectiveness of
productivity implementation of the
• Importance of productivity
respective role in framework
contributing to
productivity
improvement
21 Resource • Resource • Develop resource NA

Management management, management and
allocation, and allocation strategies
optimisation tools • Develop resource
and techniques allocation plans to
• Process to support the
determine resource achievement of
requirements for the strategies
organisation and the • Determine resource
business unit needs to support
• Methods to optimise resource allocation
resource usage planning
• Develop resource
allocation plans to
Training
(Months)
support business unit
activities
• Develop procedures
and systems to
monitor and evaluate
resource usage
• Review resource
usage to determine
sufficiency and
optimal utilisation
• Propose
improvements to
optimise resource
usage
• Review resource
management
outcomes to ascertain
refinements to
resource allocation
plan
• Develop resource
management key
performance
indicators
22 Revenue • The role of pricing • Apply and review NA

Optimisation in revenue pricing strategies
management adopted by the
• Market organisation to
Training
(Months)
segmentation and optimise revenue
impact on pricing • Determine the
• Price response organisation’s market
functions, segments
calculations and • Analyse the impact
pricing analysis of pricing on each of
• Constrained revenue the organisation’s
optimisation methods market segments
• Rate monitoring • Formulate tactical
using programmes pricing decisions
and restrictions using constrained
across key channels revenue optimisation
and switches • Determine and
• Regulatory acts and apply pricing with
organisational capacity constraints
policies and • Identify problems in
guidelines on pricing implementing pricing
strategies strategies across
various distribution
platforms
• Monitor customer
perception and
acceptance to the
pricing strategies
23 Room Revenue • Importance of • Disseminate NA

Management identifying, clarifying organisation’s
and disseminating revenue management
organisation’s strategies to
Training
(Months)
revenue management stakeholders
strategies • Maintain consistent
• Sources of rate availability
information on rate calendar for various
availability calendar distribution channels
• Importance of • Perform validation
identifying relevant of forecasts in
distribution channels revenue management
• Importance of systems
keeping up-to-date • Perform rate audits
with organisation’s across all distribution
revenue management channels
systems • Perform verification
• Methods of of rates recorded in
obtaining rate audits property management
• Significance and system
methods of recording • Maintain records of
refused, lost, refused, lost,
cancelled and wait- cancelled and wait-
listed businesses listed businesses
• Organisational • Perform room and
policies on room and apartment allocation
apartment allocation and inventory control
• Organisational • Perform take-over
policies and of control of groups
procedures on from sales
following up and department, and
changing status of follow up and change
group proposals, status of group
Training
(Months)
performing group proposals
wash and rooming • Perform follow-up
lists on rooming lists and
• Reasons for take- group wash, based on
over of groups from sales contracts and
sales department upon receipt of
• Importance and rooming lists
methods of • Identify
identifying opportunities and
opportunities to apply upselling
upsell during property
reservations and
check-in for guests,
in accordance with
organisational
procedures and guest
requirements
24 Service Challenges • Sources of • Analyse service NA

information on challenges to
service challenges ascertain service
• Methods to analyse delivery gaps
service challenges • Develop service
• Components of a recovery framework
service recovery to address service
framework delivery gaps
• Methods to cascade • Cascade service
service recovery recovery framework
policies and to stakeholders
Training
(Months)
procedures to • Evaluate the
stakeholders effectiveness of
• Criteria to evaluate service recovery
effectiveness of strategies
service recovery
framework
• Components of • Analyse service NA

service quality and quality and customer
customer satisfaction satisfaction results to
framework determine the
• Sources of service organisation's
quality and customer performance
satisfaction data • Communicate
• Methods to analyse findings and results to
service quality and relevant stakeholders
Service Information
25 customer satisfaction • Implement
and Results
data improvement plans to
• Methods for close service
communicating performance gaps
findings and results to
• Methods to close
service performance
gaps
26 Service Innovation • Methods to collect • Interpret customer NA

customer intelligence intelligence to
• Components of determine desired
Training
(Months)
desired customer customer experience
experience • Innovate the desired
• Components of a customer experience
service operations in line with the
plan organisation’s vision,
• Process of mission and values
translating the desired • Translate the
customer experience desired customer
into a service experience into a
operations plan service operations
• Methods to evaluate plan
the impact of the • Evaluate impact of
desired customer desired customer
experience experience
27 Service Innovation • Methods to promote • Promote a service NA

Culture the service innovation innovation culture
culture within the
• Organisational work organisation
practices and • Communicate
procedures that importance and need
support service for service innovation
innovation • Establish working
• Characteristics of a conditions that
leader encourage the
• Methods to evaluate application of service
the success of innovation
implemented service • Promote the
innovation ideas benefits of service
Training
(Months)
innovation
• Lead team in
generating service
innovation ideas
• Facilitate the
implementation of
service innovation
ideas at the
workplace
• Develop a business
case for the service
innovation ideas
generated
• Solicit senior
management’s
endorsement on
service innovation
ideas generated
• Guide staff in the
development of
implementation plans
for service innovation
ideas generated
• Identify resources
required for
implementation of
service innovation
ideas
• Pilot the service
Training
(Months)
innovation ideas
• Identify key
performance
indicators to measure
success of service
innovation ideas
• Identify areas of
improvement and key
considerations for
large scale
implementation
• Evaluate success of
implemented service
innovation ideas
28 Service Leadership • Characteristics of a • Recognise the roles NA

leader and responsibilities of
• Methods to a leader in
operationalise the operationalising the
organisation’s vision, organisation’s vision,
mission and values mission and values
within the team • Promote a
• Techniques to customer-centric
promote a customer environment to
centric environment influence team to
• Methods to achieve service
influence service excellence
team to achieve • Analyse
service excellence performance of team
Training
(Months)
• Methods to analyse to identify follow-up
the performance of actions for
team improvement
• Organisation’s • Develop service NA

customer-focused operations plan that is
strategy in line with the
• Platforms to organisation’s
communicate the customer-focused
service operations strategy
plan • Communicate
• Methods to evaluate service operations
performance of plan to team
service operations • Evaluate
Service Planning and
29 • Types of corrective performance of
Implementation
actions to improve service operations
service operations against organisation’s
performance key performance
indicators
• Implement
corrective actions to
improve service
operations
performance
30 Staff Management • Principles and • Manage individual NA

practices of managing and team activities
people • Set and
• Methods of communicate
Training
(Months)
empowerment individual and team
• Methods in based objectives
cultivating workplace • Delegate tasks and
relationships objectives to
• Team leadership individuals and teams
techniques • Manage workplace
• Change conflicts
management • Manage individual
techniques and team
• Self-managing performance
techniques • Manage workplace
• Appraisal change management
techniques projects
• Methods of • Provide
enhancing personal performance
effectiveness feedback to
• Methods of individuals and teams
engaging people • Communicate
• Methods of effectively with
developing individuals and teams
interpersonal • Empower
awareness individuals and teams
• Manage
performance
appraisals
31 Technology Adoption • Approaches and • Identify best NA

and Innovation techniques for practices and
environmental technology adopted
Training
(Months)
scanning by the industry
• Data collection and • Determine gaps
collation techniques between current
• Industry best organisational
practices and practices and
technologies technology with
• Organisation’s industry benchmarks
products and/or • Propose
services recommendations to
• Methods for bridge gaps between
conducting current organisational
comparative analyses practices and
• Gap analysis technology and
techniques industry benchmarks
• Seek new
technological
applications, in
consideration of
workplace
productivity
• Facilitate a work
culture that supports
adoption of best
practices and
technology for
productivity
32 Vision Leadership • Relationship • Research and report NA

between high level on trends and factors
Training
(Months)
organisational of strategic value to
strategies and the the organisation or
development and business unit to
implementation of support strategic
business plans and planning
processes at lower • Consult with
levels within the stakeholders to define
organisation mission and
• Relationship objectives for the
between high level organisation or
organisational business unit to
strategies and the support strategic
development and planning
implementation of • Facilitate
business systems and management team
processes to support involvement in the
corporate governance development of
and social organisational or
responsibility business unit
requirements strategies to ensure
• Legal and ethical alignment to business
considerations goals
relating to • Communicate
organisational organisation’s
strategy development, corporate governance
corporate governance and social
and social responsibility
responsibility requirements to
• Organisational facilitate
Training
(Months)
policies and organisational
procedures relating to compliance
organisational • Engage employees
strategy development, to guide the
corporate implementation of
governance, social organisational plans
responsibility to achieve business
management and goals
organisational • Model leadership
expectations and and behaviours to
performance of demonstrate
managers application of
• Relevant organisational values,
professional or behaviours and
industry codes of governance priorities
practice and in all actions
standards relating to • Review systems and
corporate governance processes to identify
social responsibility, required changes to
and leadership roles improve compliance
• Implications and management on
impact on employees corporate governance
and the organisation and social
arising from responsibility
organisational requirements
strategic planning • Communicate clear,
process and corporate inspiring
governance organisational goals,
management process strategies and plans to
Training
(Months)
• Organisation’s garner stakeholder
vision, mission and support and buy-in
values • Apply emotional
• Methods to intelligence to guide
demonstrate service own thinking and
delivery in line with actions and to
the organisation’s influence and
vision, mission and persuade stakeholders
values towards the
• Communication achievement of
techniques business goals
• Characteristics of a • Engage in regular
leader self-reflection to
• Characteristics of a identify own areas for
role model improvement in
leading strategic
planning
• Improve own
strategic planning
skills by subscribing
to diverse learning
channels and
participating in peer
discussion platforms
to enhance workplace
performance
33 Workplace Safety • Organisation’s • Formulate the risk NA

and Health strategies and goals management plans
Training
(Months)
relevant to WSH • Establish WSH
performance performance
• WSH performance measurement
indicators and parameters based on
measurement criteria relevant requirements
• Cost of incidents and purposes
• Intervention • Review current
strategies to reduce WSH performance
WSH risks data against WSH
• Types of WSH standard conditions
policies, regulations and practices from
and legislations legal and other
Performance requirements
Management • Determine WSH
conditions and
practices to be
monitored
• Develop WSH
performance
monitoring plans
• Recommend
appropriate
intervention strategies
based on monitoring
results

On-the-Job Training Blueprint - Front Office Manager - Operations Manager

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Job Role: Front Office Manager / Operations Manager

2 Business Continuity Planning

5 Business Presentation Delivery

8 Customer Challenges Management

9 Customer Feedback and Relationship Management

11 Environmental Sustainability Management

12 Front Office Operations Management

13 Hospitality Data Collection and Analysis

16 Legal Compliance Management

17 Organisational Relationship Building

18 People and Performance Management

23 Room Revenue Management

25 Service Information and Results

27 Service Innovation Culture

29 Service Planning and Implementation

31 Technology Adoption and Innovation

33 Workplace Safety and Health Performance Management

2 Business Continuity • Own role in • Design NA

• Negotiation styles • Plan and prepare for NA

4 Business Planning • Models and • Establish NA

• Presentation • Establish objectives NA

6 Change Management • Change control • Plan change control NA

7 Crisis Management • Organisational • Identify current NA

8 Customer Challenges • Guidelines on • Review staff NA

• Guest and/or • Review guest and/or NA

10 Dispute Resolution • Mediation purposes • Develop and review NA

11 Environmental • Key trends and • Assess NA

12 Front Office • Resource planning • Organise resources NA

• Uses of statistics in • Identify statistics to NA

14 Innovation • Methods to generate • Review and adapt NA

15 Knowledge • Types of system • Identify and NA

16 Legal Compliance • Relevant legislation • Access appropriate NA

17 Organisational • Legal and ethical • Develop strategies NA

18 People and • Organisational • Work with team NA

19 People Development • Legal and ethical • Review NA

20 Productivity • Productivity • Develop NA

21 Resource • Resource • Develop resource NA

22 Revenue • The role of pricing • Apply and review NA

23 Room Revenue • Importance of • Disseminate NA

24 Service Challenges • Sources of • Analyse service NA

• Components of • Analyse service NA

26 Service Innovation • Methods to collect • Interpret customer NA

27 Service Innovation • Methods to promote • Promote a service NA

28 Service Leadership • Characteristics of a • Recognise the roles NA

• Organisation’s • Develop service NA

30 Staff Management • Principles and • Manage individual NA

31 Technology Adoption • Approaches and • Identify best NA

32 Vision Leadership • Relationship • Research and report NA

33 Workplace Safety • Organisation’s • Formulate the risk NA

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