SPEECH BY MR S ISWARAN, MINISTER OF STATE FOR TRADE AND INDUSTRY AT THE SINGAPORE HOTEL ASSOCIATION / SINGAPORE KINDNESS MOVEMENT SERVICE GOLD AWARD PRESENTATION CEREMONY ON 17 NOVEMBER 2006, 3.30PM AT PARKROYAL HOTEL ON COLEMAN STREET

Mdm Kay Kuok, President, Singapore Hotel Association.

Mr Noel Hon, Chairman, Singapore Kindness Movement Council.

Ladies and gentlemen.

Good afternoon.

Introduction

I am very happy to be here today to join you in this ceremony organised by the Singapore Hotel Association and Singapore Kindness Movement to present the Service Gold Award to hotel personnel for their exemplary service. I would like to congratulate every winner and all who were nominated for the award.You have distinguished yourself and the hotel/organisation you are a part of.You are a tribute to the hospitality industry and your vocation. Your commitment to service excellence is all the more important given that each one of you is our ambassador through your daily interaction with our foreign friends and guests.Your excellent service will undoubtedly leave an indelible impression on them.

Developing the Hotel Industry in Singapore

Last year, Singapore received 8.9 million visitors, generating S$1.2 billion in hotel room revenues and S$10.9 billion in tourism receipts.For the first 9 months of this year, the average occupancy rate has increased by one percentage point to 84% compared to the same period last year. The average room rate has increased by 21% compared to the same period last year. With the strong growth in visitor arrivals, the outlook for the hotel sector is promising.

The private sector shares this optimism and has responded positively by making significant investments in tourism. Of late, we have seen strong market interest in hotel sites. In August this year, a hotel site at Clemenceau Avenue/Unity Street was sold to the Park Hotel Group at $55.5 million. This was more than double the trigger price of $25 million. 3 other hotel sites at Mohamed Sultan/Nanson Road, Bencoolen Street and Sinaran Drive were also triggered for tender in the last three months with bids of $26 million, $36 million and $92 million respectively.

The strong investor confidence in the tourism sector is also attested to by the compelling proposals received for the Sentosa IR. The proposals from Genting, Kerzner and 8th Wonder all entail substantial billion dollar investments in the IR, including high quality entertainment and accommodation components.

Contributions by Exemplary Hotel Workers

Rising confidence in the hotel industry is a necessary but not sufficient condition for the industry to continue to grow to the next level. Like all service industries, the hotel industry ultimately depends on its people to make this quantum leap.

All of you here play a vital role in building and burnishing Singapore’s reputation for being efficient yet hospitable. An exemplary hotel worker is one who is knowledgeable and exudes warmth and friendliness. One who takes good care of guests and delights in pleasing them. One who is always learning how to do his job better.

Every hotel guest looks forward not only to the creature comforts, but also to warm, friendly and attentive service.In fact, it is usually the quality of the service, or lack of it, that leaves the deepest impression on visitors. You and many of your colleagues have applied yourselves fully in serving your guests, leaving them with memories that make them want to come back again.We need more workers like yourselves.

You have not only set the standard for your peers, you have also set the benchmark for service delivery in Singapore as a whole.

Ms Catherine Chan Wai Kheng of the Meritus Mandarin Singapore is one such example. Catherine is often described as being cheerful and warm to her guests. Her infectious smile and great service attitude allows her to quickly develop a good rapport with all her guests and I am told that she never fails to remember their names. Helping others also comes naturally to her, so it is not uncommon to see Catherine lending a helping hand to guests who need to use a wheelchair.

Mr Rohaizat Bin Abdul Rahman, Sous Chef of the Pan Pacific Singapore, is another role model. He can often be seen giving his undivided attention when attending to requests and feedback from guests, and always with a smile. I am told, not only is he polite and friendly to guests, he also puts in the extra effort just for the well being of his associates. His pro-activeness, professionalism and service orientation to both internal and external customers is highly commendable. Ms Chan and Mr Rohaizat are but 2 names on a very long list and I would like to commend each and everyone of you for a job well done.

Conclusion

Whether you are a member of the frontline staff or a backroom team, all of you contribute in a significant way to the hotel industry, and by extension, to Singapore as a destination. I am confident that you will continue to strive for higher levels in your quest for service excellence in your vocation. I would like to extend my heartiest congratulations once again to all winners.

Thank you.