SCTP in Passenger Services (Full-time)(TA-eligible)

Course duration: 270 hours

This course equips trainees with the skills, knowledge and professional attributes to deliver high-quality customer service in aviation, focusing on end-to-end service strategies that enhance the passenger experience. Trainees will learn to assess and bridge service gaps, apply quality management principles, and incorporate sustainable practices in service delivery. Additionally, they will be trained to manage airport lounge operations, ensuring compliance with safety and hygiene standards, and deliver premium service to Commercially Important Person and executive guests, all while adhering to the company’s standard operating procedures and business ethics.

Module 1: Service Experience Design

On completion of this module, trainees should be able to develop, strategise and execute point-to-point customer service experience through service quality. Trainees should be able to assess opportunity and cost in bridging service gaps to enhance customer experience and service delivery.

Module 2: Customer Service Quality & Management System

On completion of this module, trainees should be able to apply the concepts of quality management systems to perform and manage work process for quality customer service delivery. The trainees will also be equipped with knowledge of sustainability practices to carry out corporate social responsibility and business ethics within the service work processes.

Module 3: Airport Lounge Management

On completion of this module, trainees should be able to observe company standard operations procedures to provide orientation and deliver premium service to guests visiting the lounge.  They should also be able to manage the food and beverage operations at the lounge in compliance with safety and hygiene standards.  In addition, they should be able to  help manage the different sections of Commercially Important Person and Executive lounges.

What you'll learn

Module 1: Service Experience Design

• Develop point-to-point customer service experience solutions

• Administer customer service experience solutions

• Implement design solutions/ approaches for service gaps

Module 2: Customer Service Quality & Management System

• Deliver quality customer service

• Manage quality customer service work processes

• Assess service quality performance

• Implement corporate social responsibility (CSR) and business ethics strategies

Module 3: Airport Lounge Management

• Handle arrival and departure of lounge guest

• Assist to manage lounge service operations

• Manage lounge food and beverage operations

Entry requirements

• At least 21 years old

• Self-sponsored learners

• Subject to a screening process to assess suitability for the course

Fees

Fee for this course can be paid using SkillsFuture Credits. 

This course is eligible for SkillsFuture Mid-Career Training Allowance, please visit SSG's page for more information.

Please visit www.skillsfuture.sg/careertransition for more information.

Register Interest: At present, there is no scheduled intake. Applicants who have registered their interest will be notified once the next intake becomes available.

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