Speech by SMS Koh Poh Koon at EXSA 2017 - Star Presentation Ceremony for the hospitality sector

​SPEECH BY DR KOH POH KOON, SENIOR MINISTER OF STATE, MINISTRY OF TRADE AND INDUSTRY AND MINISTRY OF NATIONAL DEVELOPMENT, AT THE EXCELLENT SERVICE AWARD (EXSA) 2017 – STAR PRESENTATION CEREMONY FOR THE HOSPITALITY SECTOR, MONDAY, 20 NOVEMBER 2017, 2.30PM, KALLANG THEATRE

Mr Arthur Kiong, Honorary Treasurer of the Singapore Hotel Association,

SHA and SHATEC Board Members,

Award Recipients,

Distinguished Guests,

Ladies and Gentlemen,

Introduction

1.    A very good afternoon to everyone. I am happy to join you at this year’s Excellent Service Award, or EXSA, STAR Award Presentation for the hospitality sector, organised by the Singapore Hotel Association (SHA). 

2.    This year, we have a record-breaking number of Outstanding STAR Award nominees – 70 in total. Each and every one of you have walked the extra mile for service, which has undoubtedly made a difference to the experience of visitors from all around the world. It is my honour to celebrate this occasion with you.

Tourism Outlook 

3.    Tourism remains an important driver for the Singapore economy. In 2016, we welcomed a record 16.4 million visitors and registered S$24.8 billion in tourism receipts. It is also heartening to note that the number of visitor arrivals reached 8.5 million in the first six months of this year, a 4% increase over the same period last year. For travellers, the hospitality experience is often an integral part of their stay. To sustain strong visitor growth in a competitive global environment, we must therefore strive to refresh our hospitality offerings and redefine service excellence.  

4.    Service excellence is fundamentally about engaging our guests meaningfully to create positive and memorable experiences. In today’s context, the way we achieve service excellence is constantly evolving. Today, consumers are increasingly tech-savvy and discerning. At the same time, we face domestic challenges such as manpower constraints, especially with an ageing workforce and changing aspirations of job seekers. Therefore, to achieve service excellence, it is increasingly important to think about how we can better leverage technology and enhance our capabilities, in line with the key strategies of the Hotel Industry Transformation Map (ITM) launched in November last year.

Leveraging Technology

5.    The digital age offers numerous opportunities for us to leverage technology to overcome some of the constraints I mentioned earlier.

6.    I am pleased to note that many hotels have started to test-bed and adopt technologies to address their manpower challenges. Some of these technological solutions include RFID technology to facilitate inventory management and tracking of items such as linens and uniforms, as well as service robots to transport linens and bulky items for hotel’s back of house functions. A good example is Oasia Hotel Novena, which introduced a new RFID solution that reduced the man-hours required to count soiled and fresh linen by 75%. The successful deployment of these technologies reduces manual and repetitive tasks for hotel employees, while freeing up time and bandwidth for them to focus on quality interaction with guests. 

7.    Besides adopting technological solutions, the Singapore Tourism Board (STB) encourages companies to redesign business processes and enhance productivity through the Business Improvement Fund (BIF). Companies can obtain up to 70% of funding support for eligible projects, including retrofitting projects. For instance, with the support of STB, Shangri-La Hotel retrofitted its Horizon Club Lounge to optimise staff movement. This cut the man-hours in service and culinary functions by 45%. Such enhancements to processes can then translate to better service for guests.

8.    Moving forward, STB will continue to work with SHA and industry players to jointly develop new solutions and scale up their adoption of solutions through partnerships and grant support. I encourage all companies to utilise the support provided to implement new solutions that can drive productivity, and help our hotels to stay competitive in the digital age.

Enhancing Capabilities 

9.    Next, we must continually enhance our capabilities, to build up our product knowledge and soft skills. This also helps us to navigate the ever-changing landscape as technological disruptions re-shape our working environment. I am happy to note that the EXSA committee, with the support of SPRING Singapore, has recently revamped the curriculum for its Development Workshop. The updated curriculum covers themes such as “Ensuring Service Excellence in a Lean Manpower Environment” and “Innovation for Service Excellence”. The revamped workshop aims to equip individuals with the knowledge and skills to stay relevant in today’s increasingly competitive hospitality industry. 

10. Beyond the EXSA Development Workshop, individuals can tap on the many initiatives by SkillsFuture Singapore (SSG) to acquire new skills and deepen existing capabilities. These initiatives include the SkillsFuture Credit Scheme, SkillsFuture Earn and Learn Programme and SkillsFuture Study Awards.   

11. I would like to encourage everyone to continue to upskill and build competencies to meet the hotel industry’s future needs.

Recognising Our Service Champions

12. Nevertheless, beyond leveraging technology and enhancing our capabilities, the personal touch that our service staff brings cannot be easily replaced or re-created.   

13. Today, we are here to recognise and celebrate the efforts of individuals who have pushed the boundaries for service excellence and delivered an unforgettable experience for our visitors.

14. One example is Mr Sebastian Joo from Sheraton Towers Hotel, who works as a Service Assistant for rooms. On one occasion, Mr Joo noticed that an elderly guest was feeling unwell and assisted the guest to his room to rest. Mr Joo then informed his duty manager about the guest’s condition and got his colleagues to help check in on the guest periodically. The following day, which was Mr Joo’s day off, he went beyond the call of duty to accompany the guest to the hospital for a doctor’s appointment. Mr Joo’s dedication to his job and his concern for guests is highly commendable.

15. Mr Harimohan Singh, a Senior Duty Manager from Quality Hotel Marlow also went beyond the call of duty to assist his guests. Mr Singh noticed that an elderly couple arrived at the hotel looking distressed. He later found out that the couple had initially booked their accommodation via Airbnb and were unable to contact their host. Mr Singh checked the couple into the hotel and arranged for a complimentary pot of tea to be sent to their room. He then helped the couple contact Airbnb to get a refund for their booking. With Mr Singh’s help, the couple managed to have a good trip in Singapore.  

16. Another example is Ms Jane Chua Chia Yee from Village Residence Hougang, who works as a guest service executive. A returning guest who was visiting Singapore for medical treatment for her injured leg commended Ms Chua for her impeccable service. Ms Chua anticipated the guest’s needs and worked with her engineering team to construct a ramp to provide wheelchair access for the guest. Ms Chua also took the initiative to ensure that the guest was comfortable in the process of her recovery.  

17. Mr Joo, Mr Harimohan and Ms Chua are EXSA service champions that serve as role models for others in the industry. They have shown that service excellence is about going beyond customer’s expectations to create meaningful guest engagement and positive experiences.  

18. Service excellence is at the heart of the hospitality business and I would like to commend all award winners for going the extra mile to deliver excellent service.

Conclusion

19. In closing, I would like to thank all individuals in the hospitality industry for your commitment and dedication to delivering excellent service. I would also like to extend my heartiest congratulations to all EXSA winners for a job well done. 

20. Thank you.