Job redesign has been an integral part of the industry’s recent efforts, equipping hoteliers with new skills to ensure the best experience for guests despite this period of uncertainty. More Than A Job celebrates the achievements of hotel staff, putting the spotlight on their newfound skills and how they’re now more than what they used to be.
Yeo Tel Ban Operation Senior Technician, Raffles Hotel Singapore
Job redesign has been a welcome challenge for many hoteliers, as they get the opportunity to expand their knowledge and try new things.
Tel Ban, Operation Senior Technician at Raffles Hotel Singapore, is a good example. Initially specialising in only one of the four main functions of engineering, his role primarily focused on the painting, repairing and carpentry of hotel equipment. Now, he’s a more well-rounded technician, trained also in shift operations, mechanical and electrical, as well as audio-visual engineering.
With his new skills, Tel Ban is confident that he’s better able to ensure the hotel runs smoothly – even from behind the scenes.
“It’s good to learn something new after 29 years in the industry, as I’m now better equipped to assist guests and colleagues alike.”
Chen Mei Ying Floor Supervisor, Pan Pacific Singapore
Versatility is an important trait to have in any industry, especially for our hoteliers doing their best to maintain service excellence amidst COVID-19.
Mei Ying, a Floor Supervisor at Pan Pacific Singapore, has recently picked up an array of new skills through job redesign. Aside from her usual duty of ensuring the cleanliness of guest rooms, she’s now able to operate the various laundry machines and apply her learnings on fabric stain removal as well as ironing processes.
Thanks to this, Mei Ying is now considered an all-rounder in the housekeeping department, which is a great boost for her progression and value-add for the hotel.
“With a wider range of abilities, I’m more confident in communicating with others - whether it’s guests, colleagues, or even contractors.”
Muhammad Irsyad Bin Mohamed Razif Service Leader, Shangri-La Hotel, Singapore
Aside from venturing into entirely different roles during the COVID-19 period, our hoteliers have also learned to apply their existing skills virtually through the use of technology.
Irsyad is a Service Leader at buds and Splash Zone, Shangri-La Hotel, Singapore's dedicated kids indoor play area and outdoor family pool. His day-to-day role involves organising and hosting activities such as birthday parties for children, ensuring their safety and keeping them entertained. With social distancing and safety measures in place, he’s had to take his expertise online via platforms such as Zoom. Overcoming his initial unfamiliarity, Irsyad has since managed to hone his skills in creating fun, virtual experiences for his young audience - a true display of our hoteliers’ abilities to adapt to change.
“I saw this as a chance to improve myself, learning new ways to keep the children engaged with virtual events even though we’re apart."
Goh Mei Xian Waitress, Oakwood Premier AMTD Singapore
The hotel industry has shifted its status quo in various ways to adapt to COVID-19, and job redesign is one of them.
Mei Xian, a waitress at Oakwood Premier AMTD Singapore, found herself undergoing rigorous bartending training within the short span of a month. Assisting with the hotel’s operations, she was tasked with managing the Oakwood Mobile Bar service - a new in-room bartending concept that provides a personalised experience for guests. While it was new and unfamiliar to her at first, Mei Xian found it to be a fresh experience that allowed her to rediscover her love for the hotel industry.
“I’m glad to have delved into the world of mixology and bartending, as it’s a new way for me to connect with guests.”