On-the-Job Training Blueprint

Job Role: Bell Captain

Training Duration
S/N Technical Skills and Competencies
(Month)*
1 Bell Service Delivery

2 Crisis Management

3 Customer Challenges Management

4 Legal Compliance Management

5 People and Relationship Management

6 People Development

7 Productivity Improvement

8 Service Excellence

9 Service Innovation

10 Service Leadership

11 Service Planning and Implementation

12 Technology Adoption and Innovation

13 Threat Observation
 14 Tourism Promotion

15 Workplace Safety and Health Performance Management

Total Duration

Technical Skills and
S/N
Competencies
1 Bell Service Delivery
Training
Range of Performance
Knowledge Abilities Duration
Application Evidences
(Months)
• Importance and • Perform start-of- NA
guidelines for shift and end-of-shift
performing start-of- activities
shift and end-of-shift • Attend to arriving
activities and departing guests
• Organisational and/or customers in a
procedures for courteous and
handling guest professional way
luggage and items for • Handle and
storage and transport luggage and
transportation items systematically
• Organisational • Handle and deliver
procedures for messages, mail,
collection and faxes, packages and
handling of guests’ couriered items to
mail and packages guests
• Organisational • Handle luggage and
procedures for items for storage and
attending to arriving collection at the bell
and departing guests, desk
customers and groups • Orientate guests
• Organisation’s with the room
liability, in case of amenities
 Training
Technical Skills and Range of Performance
S/N Knowledge Abilities Duration
Competencies Application Evidences
(Months)
loss or damage, to • Update records on
stored luggage and bell services work
items tasks, activities and
• Guidelines for irregularities
documentation • Attend to minor
related to bell cleaning jobs at the
services and reporting lobby and report
of irregularities spillage, when
• Property types, required
room amenities, • Support
services and facilities contingency plans for
• Local attractions, unforeseen events
shopping and that may arise when
transportation delivering bell
• Techniques for services
cleaning common • Respect and protect
areas, using the privacy, safety
appropriate cleaning and security of guests
tools and agents and/or customers
• Guidelines for when delivering bell
maintaining safe services and
work areas, in safeguarding their
accordance with the belongings at the
Workplace Safety rooms and lobby
and Health Act

2 Crisis Management • Definition and types • Identity individual’s NA

of crisis situations role and
• Types of crisis responsibilities in
 Training
Technical Skills and Range of Performance
S/N Knowledge Abilities Duration
Competencies Application Evidences
(Months)
response and supporting crisis
recovery activities management
• Principles of crisis • Carry out assigned
management and tasks in response to
communication disruptive events by
• Roles and applying crisis
responsibilities as a management and
supporting member communication
of the crisis procedures and
management team guidelines
• Organisation crisis • Use relevant
management and internal and/or
communication external
procedures and communication tools,
guidelines systems and
• Types of internal platforms to
and external disseminate
communication tools information and
and platforms for communicate with
crisis communication relevant stakeholders
• Relevant • Record tasks
stakeholders for performed in
various crisis response to disruptive
situations events and after-
• Organisation format effects for
for documentation on management review
crisis management • Provide feedback on
• Emergency control areas for
exercises improvement in
 Training
Technical Skills and Range of Performance
S/N Knowledge Abilities Duration
Competencies Application Evidences
(Months)
relation to crisis
management and
communication
procedures
• Participate in the
organisation’s
emergency control
exercises to
familiarise and
prepare oneself in the
event of crisis
occurrence

3 Customer Challenges • Types of dissatisfied • Recognise concerns NA

Management guests and/or and feedback from
customers guests’ and/or
• Principles of customers’
effective perspectives
communication and • Take action to
interpersonal address guests’
techniques and/or customers’
• Guidelines for concerns and
approaching guests feedback
and/or customers to • Follow up on
handle concerns and guests’ and/or
feedback customers’ concerns
• Guidelines for and feedback to
offering different prevent recurrences
solutions to guests • Escalate unresolved
 Training
Technical Skills and Range of Performance
S/N Knowledge Abilities Duration
Competencies Application Evidences
(Months)
and/or customers guests’ and/or
• Purpose and customers’ concerns
procedure for and feedback in
recording incidents in accordance to
the log book guidelines and/or
protocols for
resolution
• Record incidents in
the log book for
tracking purpose

4 Legal Compliance • Legislative and • Comply with NA

Management regulatory internal and
requirements for the regulatory
industry and organisations’
operating policies and
environment procedures to ensure
• Objectives of compliance when
legislative and carrying out daily
regulatory work
compliance • Identify and
• Information sources document possible
on legislative and areas of non-
regulatory compliance in
requirements business activities in
accordance with
information format
requirements
• Seek clarifications
 Training
Technical Skills and Range of Performance
S/N Knowledge Abilities Duration
Competencies Application Evidences
(Months)
on legislative and
regulatory
requirements when
needed

5 People and • Importance of • Demonstrate NA

Relationship inclusiveness when resilience when faced
Management working in a diverse with challenges in a
service environment diverse service
• Types of diversity environment
markers • Translate different
• Diversity challenges perspectives on
and opportunities diversity from
• Aspects of colleagues into ideas
emotional that may add value to
intelligence organisation’s service
• Methods to delivery
demonstrate • Apply emotional
resilience intelligence when
• Methods to monitor interacting with team
own actions in members and
handling diversity customers in a
diverse service
environment
• Deliver service in
line with
organisation’s service
standards to a diverse
range of customers
 Training
Technical Skills and Range of Performance
S/N Knowledge Abilities Duration
Competencies Application Evidences
(Months)
• Monitor own
actions in handling
diversity in the
service environment
to hone own ability to
handle diversity

6 People Development • Characteristics of • Apply workplace NA

competency-based learning plans based
training on appropriate
• Workplace learning workplace learning
methods methods
• Components of • Prepare to facilitate
workplace learning workplace learning
plans • Provide on-the-job
• Questioning instructions and
techniques coaching to increase
• Instructional the capabilities and
techniques and performance of team
methods of working members
with team members • Communicate
to increase capability expectations of work
and performance performance in a
• Principles of giving positive manner
and receiving • Facilitate workplace
feedback learning using
workplace learning
plans
• Provide feedback on
 Training
Technical Skills and Range of Performance
S/N Knowledge Abilities Duration
Competencies Application Evidences
(Months)
work progress

• Concept of • Identify importance NA

productivity of productivity at
• Importance of workplace
productivity • Facilitate
• Benefits of higher implementation of
productivity at productivity and
workplace process initiatives
• Factors affecting • Review selected
productivity techniques and tools
Productivity
7 improvement for workplace
Improvement
• Need for productivity
productivity improvement
improvement • Track productivity
• Types of performance
productivity • Provide feedback on
measurement ways to improve
• Methods of data productivity and
collection processes

8 Service Excellence • Types of customers • Interpret customers’ NA

• Customer needs and needs using
expectations appropriate
• Methods to exceed interpersonal skills
customer • Greet customers and
expectations establish rapport in
• Principles of accordance with
effective organisational
 Training
Technical Skills and Range of Performance
S/N Knowledge Abilities Duration
Competencies Application Evidences
(Months)
communication requirements
• Methods to escalate • Provide prompt
areas of improvement service to address
to enhance customer customer needs in
experience accordance with
• Organisational organisational
policies, procedures requirements
and processes relating • Identify and follow
to customer service up opportunities to
increase the quality of
service
• Document all
customer feedback
according to
organisational
standards, policies
and procedures

9 Service Innovation • Importance of • Recognise the NA

service innovation importance of service
• Types of service innovation in the
innovation organisation
• Methods to generate • Generate potential
potential service service innovation
innovation ideas ideas to transform the
• Methods to evaluate customer experience
potential service • Evaluate potential
innovation ideas service innovation
• Types of mock-up ideas according to
 Training
Technical Skills and Range of Performance
S/N Knowledge Abilities Duration
Competencies Application Evidences
(Months)
of service innovation organisational
ideas evaluation criteria
• Process of • Present mock-up of
presenting mock-ups service innovation
• Types of ideas to stakeholders
stakeholder decisions
and follow-up actions

• 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
10 Service Leadership encourage team to culture within the
deliver service service environment
• Methods to promote to achieve service
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
 Training
Technical Skills and Range of Performance
S/N Knowledge Abilities Duration
Competencies Application Evidences
(Months)
• Importance of one’s • Recognise the role NA
role in the service that one plays in the
value chain service value chain
• Sources of and organisation’s
information vision, mission and
commonly sought by values
organisation’s • Acquire information
customers commonly sought by
• Principles of organisation’s
effective team customers
communication • Deliver service as
• Organisation’s part of a team
Service Planning and
11 service standards according to the
Implementation
• Effective organisation’s service
communication skills standards
• Types of service • Escalate service
performance issues performance issues
• Organisation’s that affect the
service escalation organisation’s service
process standards
• Methods to monitor • Follow up with
personal performance actions to resolve the
service performance
issue

12 Technology Adoption • Organisation • Select and use NA

and Innovation policies and standard appropriate functions
operating procedures in mobile devices to
(SOPs) in using meet operational
 Training
Technical Skills and Range of Performance
S/N Knowledge Abilities Duration
Competencies Application Evidences
(Months)
mobile devices needs
• Types of mobile • Perform mobile
devices and roles of collaboration securely
users through the use of
• Types of mobile mobile applications
application services and appropriate
and functionalities functions
• Organisation's • Integrate data in
workflow mobile devices with
management systems computerised
• Customer needs and management
expectations workflow systems
• Practices to protect • Maintain proper
environmental well- usage of mobile
being when using devices
mobile devices • Perform incident
reporting using
mobile devices
• Communicate with
colleagues using
mobile devices

13 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
 Training
Technical Skills and Range of Performance
S/N Knowledge Abilities Duration
Competencies Application Evidences
(Months)
• Signs of
inappropriate
demeanour, potential
suicide bombers, and
surveillance and
intelligence gathering
being conducted
• Common indicators
of suspicious persons
• Basic crowd control

14 Tourism Promotion • Common types of • Identify available NA

tourist information sources of tourist
that guests and/or information, in
customers might accordance with
request for organisational
• Guidelines for procedures
accessing tourist • Identify and access
information and useful tourist
promoting products information
and services • Determine guests’
• Guidelines for, and and/or customers’
benefits of, providing requirements through
tourist the use of appropriate
recommendations to questioning
suit guests’ and/or techniques
customers’ • Comply with legal
requirements requirements when
• Benefits of keeping recommending
 Training
Technical Skills and Range of Performance
S/N Knowledge Abilities Duration
Competencies Application Evidences
(Months)
updated on tourist tourism products and
information services
• Types of guest • Present and
and/or customer recommend
needs and wants additional products
• Importance of and services, in
performing an accordance with
ambassador role in guests’ and/or
providing information customers’
and additional requirements
services to guests • Perform follow-up
and/or customers with guests and/or
• Importance of customers, in
identifying guests’ accordance with
and/or customers’ organisational
verbal and non-verbal standards
cues that will provide • Perform the role of
opportunities for an ambassador in
additional sales accordance with
• Importance of organisational
follow-up services guidelines
with guests and/or • Keep up-to-date
customers with changes in the
tourism industry, in
line with business
operations
• Identify guests’
and/or customers’
verbal and non-verbal
 Training
Technical Skills and Range of Performance
S/N Knowledge Abilities Duration
Competencies Application Evidences
(Months)
cues that will provide
opportunities for
additional sales

15 Workplace Safety • Types of routine • Adhere to WSH NA

and Health and non-routine work policies and
Performance activities procedures
Management • Types of • Assist in the
compliance conduct of
inspection processes compliance
• Methods of hazard inspections within
identification and risk work area
assessment • Identify non-
• Types of risks compliances, unsafe
associated with work conditions and
hazards, unsafe work practices
practices and • Monitor and review
conditions the effectiveness of
• Types of non- the implemented
compliances, unsafe control measures
work conditions and • Identify gaps in the
practices existing control
• Principles of the measures and report
Hierarchy of Control to management for
• WSH control appropriate corrective
measures and actions and
Personal Protective preventive actions
Equipment (PPE) • Communicate the
• Gaps in the existing risks and control
 Training
Technical Skills and Range of Performance
S/N Knowledge Abilities Duration
Competencies Application Evidences
(Months)
control measures and measures to the
actual practices relevant stakeholders