NTUC’s e2i introduces three training support programmes for the hospitality industry to keep workers in employment and plug current manpower gaps brought on by COVID-19, via multi-skilling and redeployment opportunities.

1. Singapore’s hospitality industry is one of the sectors hardest hit by the COVID-19 pandemic due to global travel bans. Given the implementation of safe distancing measures, the resulting increase in demand for security officers and safe distancing ambassadors as well as the changing manpower needs in the industry, the National Trades Union Congress’ (NTUC) e2i (Employment and Employability Institute) has rolled out a Hospitality Training Support Package. It is a series of training support programmes where workers undergo multi-skilling and redeployment to safeguard their employment in the hard-hit sector. NTUC’s e2i has also partnered the Food, Drinks and Allied Workers Union (FDAWU) and the Attractions, Resorts & Entertainment Union (AREU) in outreach efforts for the training support package to hospitality-related companies. The package consists of the Mentor Assistance Programme (MAP) as well as the new Security Training for All Roles (STAR) and Generic Essential Training (GET) programmes.

Mentor Assistance Programme (MAP)

2. To counter the impact on jobs due to COVID-19, NTUC’s e2i created the Mentor Assistance Programme (MAP) in February 2020, to encourage hospitality-related companies to redesign jobs and multi-skill employees with guidance from experienced mentors. The intent is to reskill existing workers by multi-skilling them to take on other job roles, so as to enable them to acquire new skillsets for redeployment needs and safeguard their employment in the midst of the pandemic.
3. Employees are expected to be multi-skilled in minimally two departments (one of which is not their current role) and are tagged to an experienced mentor from within the company for on-the-job training to understand the workflow and processes of the various departments, as well as be equipped with knowledge on the expected service standards and attend systems training where required. The multi-skilled trainees will be given a $100 monthly training allowance during the training period while mentors will be given a one-off incentive of $100 to encourage commitment to deliver higher quality mentorship; and at the same time, build up mentoring competencies for future recruits. Each mentor is required to guide at least three mentees under this programme.
4. In February 2020, e2i worked with FDAWU to organise and facilitate an outreach session to share about the MAP to unionised companies within the hospitality sector. As of May 2021, there are 33 companies, about 200 mentors and over 800 workers who are now onboard this programme.
5. Raffles Hotel Singapore, a unionised company under FDAWU, was one of the early MAP adopters. MAP benefitted 30 staff (24 mentees and 6 mentors) across three divisions with two months of cross-training. As a result of this training, there is now better coverage within the hotel’s operations, as trained staff are able to fill in for each other’s duties when the need arises.

New Programme in 2021 – Security Training for All Roles (STAR)

6. As COVID-19 safe distancing measures continue to remain in place, the hospitality industry is facing a manpower crunch in certain areas of the workforce, due to a demand for skills and workers that were not previously a strong requirement within the industry.
7. One such role that has seen an increasing demand are Security Officers. Currently, the industry is facing challenges in attracting external candidates to join them as Security Officers. To plug in the existing manpower gaps, e2i developed a training programme, Security Training for All Roles (STAR), to equip existing staff from other roles with the relevant skills to take up the security function.
8. Companies on board STAR will work with e2i to design an in-house training plan for identified trainees, in areas such as but not limited to the screening of patrons/vendors as well as operating security systems in the CCTV control and command centre. Upon the completion of the programme, the company will need to send their trainees to be certified by the Police Licensing Department (PLD), where they will receive a Security License before they are able to commence work. Trainees will be able to receive a monthly allowance of $100 during the training period or be retained in the job for at least 6 months upon the completion of their training.
9. Currently, the programme is being piloted at the Tanglin Club, a private social club that is unionised under AREU. Selected staff are being trained to execute the operational functions in the Security Department. Besides patrolling, they will also be trained to handle administrative functions, such as the screening of patrons/vendors, as well as operating security systems.

New Programme in 2021 – Generic Essential Training (GET)

10. Another programme being piloted is the Generic Essential Training (GET) programme. The sudden outbreak and rapid spread of COVID-19 has increased the need for staff to adapt to new processes to meet new health and safety protocols, as well as the rapid digitalisation of the workplace due to remote working and the vast amount of personal data collected and used by the hospitality industry. The GET programme was thus primarily developed to equip staff with knowledge of Safe Distancing and Personal Data Protection processes, but other COVID-19 related training could be included as well. A training allowance of up to $144 will be given during the training duration of GET.
11. This programme is being piloted at Tanglin Club as well. In July 2021, to equip staff to better manage data safely, staff will be undergoing customised training where they are required to learn the new data protection law and the key concepts under the Personal Data Protection Act (PDPA). With this added knowledge, the workers are in a better position to provide reviews of their current business processes and propose new business ideas that comply with the PDPA.
12. Staff at the Club will also be undergoing Safe Distancing training with information and training that is necessary to protect them from the risk of exposure to COVID-19 arising from their work. During the training, the workers would be taught to implement safe distancing measures and effective sanitising practices, as well as serve guests with contactless procedures.
13. The STAR and GET programmes are being rolled out to other companies in the hospitality industry, so that their workforce can likewise be equipped with the necessary skills required in the COVID-19 working world
14. Mr. Gilbert Tan, Chief Executive Officer of e2i and Assistant Director-General of NTUC, shared, “Companies need to take a long-term vision and review their business model or workflow in this difficult time. At the same time, we urge businesses to think about how they can retain their valuable employees. Rather than exercising short-term cost-cutting measures, companies should focus on training and multi-skilling, which will allow them to second staff to different functions and plug in the manpower gaps that they are currently facing as well. As challenging as it is, employers need to innovate and be creative in devising strategies to ‘upturn the downturn’ or risk losing their competitive advantage.”
15. Mr Tan Hock Soon, General Secretary of Food, Drinks and Allied Workers Union, says, “FDAWU is committed to work closely with the companies in the hospitality industry to support the transformative initiatives focused on strengthening the hospitality workforce’s capabilities. This is so that the industry is best positioned to ride on the waves of economic recovery for stronger long-term growth. We will also spare no effort to help willing hotels in embarking on such initiatives, which could help save jobs and reskill workers, and mitigate the impact of COVID-19 on businesses.”
16. Mr Hassan Abdullah, President of Attractions, Resorts and Entertainment Union, says: “The Hospitality Training Support Package is a timely initiative for our workers during the COVID-19 pandemic. AREU is heartened that our unionized company Tanglin Club has joined the pilot programs to support improving the workers’ work prospects. We look forward to continually working with NTUC’s e2i for the betterment of employees’ welfare, the company’s business, and to help both transition seamlessly to post-COVID operations.”
17. Hospitality companies who are interested to get onboard the MAP, STAR or GET programmes may write in to contact an e2i officer at https://www.e2i.com.sg/general-enquiries/#business to find out more.