Speech by MOS Alvin Tan at National Kindness Awards - Service Gold Awards 2023

Mr Darrell Chan,

1st Vice Chairman, Singapore Kindness Movement

Mr Authur Kiong,

1st Vice President, Singapore Hotel Association

Awardees,

Distinguished Guests,

Ladies and Gentlemen,

1. Congratulations to all the recipients of the National Kindness Awards. Last year, 99 hotel service professionals received the Service Gold Award. I am pleased to see that the number has risen to 128 this year.

Singapore’s tourism industry continues to grow.

2. There is much cause for celebration today. Our tourism sector is on track to recover fully from the COVID-19 pandemic and prepare for its next stage of growth. As of September, Singapore has welcomed over 10 million international visitors this year. As global travel continues to pick up its pace, the Singapore Tourism Board (STB) expects this year’s visitor arrivals to recover to about 12 to 14 million, and tourism receipts to reach around S$18 to S$21 billion, which is approximately three-quarters (75%) of pre-COVID-19 levels.

3. The hotel industry remains at the centre of this recovery and a key pillar of Singapore’s tourism sector growth. The industry has recovered well from the pandemic, with Revenue Per Available Room in 2023 surpassing pre-COVID-19 levels. The average hotel occupancy rate reached 81% as of August this year, which is comparable to the 87% occupancy rate for the same period in 2019.

4. Beyond recovery, the hotel industry can look forward to a new phase of development that will sustain its growth momentum. Last year, STB launched the refreshed Hotel Industry Transformation Map to accelerate innovation, drive sustainable growth, and build a resilient workforce. In addition, in May this year, we rolled out the Jobs Transformation Map (JTM) for the hotel industry to upskill workers and prepare them for evolving jobs. For example, more hotels now have a sustainability specialist to create roadmaps for hotels to expand their business while becoming more environmentally friendly. I am glad that over 140 hotels have committed to implementing the JTM strategies, and I encourage more to join in.

Many dedicated hotel service professionals support and sustain this growth.

5. At the same time, we should look beyond these numbers. As we can see at today’s event, hotel service professionals are key to the success of the hotel industry. They continue to set the benchmark of professionalism, kindness, and graciousness that ensures that Singapore remains a world-class tourist destination.

6. This is achieved through the warm and welcoming environment created by our hotel staff. I would like to highlight some stories from our Service Gold awardees whom I met earlier today.

a. First, our hotel service staff have taken the initiative to help guests in need. For instance, Mr Leon Tan, an Assistant Manager at V Hotel Bencoolen, went the extra mile in helping a tourist return home. The tourist had been desperately trying to get on an earlier flight back to the UK as one of her relatives was unwell. She broke down in tears at the hotel lobby when she found out that she had to make international calls to her travel insurance agent but did not have a SIM card to do so. Leon approached her and learnt about her situation. He did not hesitate to lend her his mobile phone to make the international calls. Thanks to Leon’s help, the tourist was able to secure a flight home the same day! The tourist later wrote to the hotel to thank Leon for his assistance. Leon’s actions are truly an act of service from the heart.

b. Second, our hotel staff have displayed exceptional leadership and dedication to the job. Ms Jumiah Binte Hussin is one such leader. As a Front Office Manager at the Peninsula Excelsior Singapore, Jumiah has taken a hands-on approach to the implementation of the hotel’s new technical systems. She served as the bridge between her staff and the technical consultants, working closely with the accounts, housekeeping, and F&B departments to resolve teething issues. Thanks to her mentorship and foresight, her teams were able to embrace the changes smoothly, and the hotel could streamline check-in and check-out processes and respond readily to new issues.

c. Last but not least, our hotel staff have also acted with immense compassion. Mr Magendran Raman, the Stewarding Manager at Crowne Plaza Changi Airport, has a sense of care that extends beyond his hotel guests. Overseeing the hotel's stewarding team, Magendran makes sure to take care of every team member. His team includes two colleagues who are Persons with Disabilities, and he has personally trained them and ensured that they are included during staff briefings and hotel activities. He also communicates regularly with their family members to see how he can better support them outside of the workplace. Thanks to managers like Magendran, our hotel industry continues to be an inclusive and welcoming space.

7. These are just a few of the many acts of service demonstrated by our awardees. Thanks to people like Leon, Magendran, and Jumiah, Singapore continues to uphold its reputation as a top tourist destination for travellers worldwide. I would like to extend my appreciation to all the service staff in Singapore for your continued commitment and passion!

8. Looking ahead, I am confident that our tourism sector will continue to be a space where kindness, graciousness, and professionalism can thrive. To all the staff in the hotel industry, I am confident that you can continue to embody kindness in our hotel industry and put a smile on the faces of your guests.

Conclusion

9. I look forward to presenting the awards to honour you and recognise your acts of kindness and service. Thank you!