Mr Kenneth Li, President, Singapore Hotel Association,
Mr Darrell Chan, 1st Vice Chairman, Singapore Kindness Movement,
Awardees,
Ladies and gentlemen,
Introduction
1. It is good to be back at the National Kindness Award – Service Gold Awards for the fourth time.
2. Let me give you a sense of the broader picture. I will start with our tourism industry, followed by our hotel sector, and then the most important part, which is our people.
Our tourism industry continues to recover
3. Last year, I shared that our tourism sector is on track to recover fully from the COVID-19 pandemic, to prepare for its next stage of growth.
4. Our tourism sector continues to grow.
a. In first nine months of the year, we welcomed over 12 million international visitors, about 90% of pre-COVID-19 levels.
b. In the first quarter of this year, tourism receipts hit S$8 billion, a 22 per cent rise compared to the same period in 2019.
c. Visitor numbers from over half of our top 15 markets have equalled or surpassed pre-COVID-19 levels.
Our hotel sector is also doing well
5. Our hotel sector is also thriving. Let me share a few data points as of August 2024.
a. First, Average Room Rate and Revenue Per Available Room have exceeded 2019 levels.
b. Average Occupancy Rate is now 82%, and it remains one of the highest in Asia.
6. We are optimistic about this, and we are not stopping there. The government and the private sector are doing much more.
Our people
7. But what remains the most important, as I shared for the last four years, is our people.
8. Our hotels are not just places people stay in; they are often the first and last impressions that visitors have of our country, who we are and what we stand for. They see you and they see what we represent.
9. Our hotel sector is changing since the COVID-19 pandemic. Many hotels have started to use tech such as automation and AI, mobile check-ins and the like. While tech can help us overcome constraints and drive growth in the hotel industry, no machine or AI can entirely replicate or replace the warmth of the human touch or the genuine kindness that comes from the heart. The human touch makes a guest feel special, it makes the guest want to come back.
10. But I also understand that it is tough. There are nice guests and there are nasty guests. It is easy to be kind to a nice guest. Being kind to a nasty guest, less so. But many of you do this, and maintain this high level of service standard consistently. Today, we celebrate this spirit of loving one another, and to be other-centric.
11. Let me share a few stories of our awardees that illustrate this spirit of kindness.
12. Amongst the awardees today is Ms Tina Soh Kim, who is known to have a warm smile for every guest. Tina goes extra mile to connect with her guests and even remembers regular customers by name. Tina goes beyond a friendly greeting. When a guest misplaced a valuable item, she helped to find it, turning a potentially stressful situation into a positive experience.
13. We also have Chao Xian who went above and beyond when his guests were in distress. When a guest called the receptionist for help as she was ill, Chao Xian promptly escorted her and her baby to the hospital. He not only ensured they arrived safely but stayed on to help manage her needs and ensured the baby was cared for. His attentiveness, patience and empathy made this stressful situation bearable for the guest. Going beyond the call of duty, Chao Xian showed how kindness can make a difference when people are at their most vulnerable.
14. We also have Adib who demonstrated a true spirit of service on a rainy morning. Seeing a group of guests who were struggling to make their way to the train station with their luggage in the downpour, he offered to help and walked them all the way to the station. His kindness turned an otherwise challenging morning into a story of warmth and hospitality.
15. Finally, Muhammad Aidil Syazwan, whose quick thinking and courage saved a life. He swiftly responded to a call for assistance and rushed to the pool. Aidil and his colleague pulled a drowning guest out of the pool without hesitation, and administered CPR until the emergency responders arrived. Thanks to his swift and effective response, he resuscitated the guest. Aidil’s story is a powerful reminder of the impact hotel staff can make, not just in making guests comfortable but in safeguarding their well-being. His bravery and composure are an example of the life-saving potential that comes from a commitment to serve others.
16. These stories are hallmarks of kindness. Whether it is a warm smile, a helping hand, or a life-saving response, the hotel staff we honour today remind us that the human touch makes an experience memorable, and leaves guests feeling valued and cared for.
Conclusion
17. A warm congratulations to all the Service Gold Award recipients, and our Gracious Guest Award recipient. Long may we always remember that kindness goes both ways, and goes a long way.
18. Thank you.