Course Objectives
Learners will be equipped with the soft skills of handling guest’s complaints and compliments.
This course also aims to provide learners with an understanding of basic guest service, the need to address guest’s concerns, as well as the techniques of handling guests’ feedback (both positive and negative) to prevent recurrences of undesirable incidents.
Content Outline
•Understanding Basic Guest / Customer Service
•Managing Guests’ Concerns and Feedback
•Reporting a Guest’s Concerns / Feedback
TSC Code: HAS-CFC-2051-1.1
Full Time (Classroom)
Includes Asynchronous e-learning (2hours)
Role Play, Oral Questions
19 hours (3 days)
19 hours
Training: 16 hours
Asynchronous e-learning: 2 hours
Assessment:1 hour
Upon successful completion of the course, participants will be awarded a WSQ Statement of Attainment in this course. Participants are deemed to have successfully completed the course if they meet the required 75% attendance and competency standards.
Trainees who are Singapore Citizens and Permanent Residents can log in to MySkillsFuture portal using Singpass to download their e-Certs.
· GCE N Level with a credit in English Language,
· Individuals who are customer service-oriented and possess an outgoing personality
English
A. Course Fee Funding
Baseline course fee funding are available for self-sponsored, and company sponsored Singapore Citizens and Permanent Resident 21 years old and above.
B. SkillsFuture Mid-Career Enhanced Subsidy (MCES)
MCES is provided for Singaporeans aged 40 years old and above to upskill and reskill. They will be eligible for up to 90% course fee funding for SSG-funded certifiable courses.
C. Enhanced Training Support for Small and Medium Enterprises (ETSS)
If your organisation is a Small and Medium Enterprise (SME), you will receive up to 90% course fee funding.
Eligibility criteria:
D. Absentee Payroll (AP) Funding
AP funding is a grant to enterprises to defray the manpower costs incurred when you send your employees for training courses funded by SSG.
Eligibility criteria:
To qualify for course fee and absentee payroll funding, your employees must meet the following criteria:
Grant Validity 1/12/2022 to 30/9/2025
| Course Fee Payable | ||
|---|---|---|
| Original Fee | Before GST | With GST (9%) |
| Course Fee | $428.00 | $466.52 |
| Individual Pricing (Fee payable to Training Provider) | Before GST | With GST (9%) |
| Baseline Funding for Higher Certificate Level (70% starting 01-01-2022) | $128.40 | $139.95 |
| Mid-Career Enhanced Subsidy for Singaporeans age 40 and above | $42.80 | $46.65 |
| Corporate Pricing (Fee payable to Training Provider) | ||
| SME | Before GST | With GST (9%) |
| SME - Under Enhance Training Support for SMEs 90% | $42.80 | $46.65 |
Baseline SkillsFuture Funding* | 70% : $299.60
Nett Fee : $128.40
9% GST : $11.56 (W.E.F 01/01/2024)
Nett Fee Payable (incl. gst) : $139.96
Additional Funding if eligible under MCES** or SME*** : $85.60
Total Nett Fee Payable for MCES / SME (incl. gst) : $54.36
*Singaporeans and Singapore PRs will be eligible for up to 70% SSG funding. A minimum 6-month retention in the industry is recommended as part of the obligation for the Skillsfuture funding.
**Mid-Career Enhanced Subsidy (MCES): Singaporeans aged 40 and above may enjoy subsidies up to 90% of the course fees.
***Enhanced Training Support for SMEs: SME-sponsored employees (Singaporean Citizens and PRs) aged 21 and above may enjoy subsidies up to 90% of the course fees.
Changes to SkillsFuture Course Fee and Absentee Payroll Funding commencing on or after 1 January 2022 will take place regardless of the enrolment date. Please contact us at support.ace@the-ascott.com on your eligibility and payable nett fee after 01 January 2022.
1. SkillsFuture Course Fee Funding
The revisions to course fee funding, applicable to all SSG-funded courses commencing on or after 1 Jan 2022, are as follows:
2. Absentee Payroll Funding
With effect from 1 Jan 2022, SSG will introduce a fixed Absentee Payroll (AP) rate at $4.50 per hour. And set a $100,000 cap on the maximum AP funding each organisation can claim each calendar year to ensure that the benefits are more evenly distributed across companies.
The revisions are summarised here: https://www.myskillsfuture.gov.sg/content/portal/en/career-resources/career-resources/education-career-personal-development/skillsfuture-funding-changes.html
