HOTEL ROYAL
̛Ө
ROYAL MEMORIES
42
PEOPLE
REPORT
With 780 staff members across
the Group’s network, our Group
places a high priority in training
of our staff to deliver the Royal
distinction in our daily operations.
With deliverables such as a
distinctive service posture, well-
appointed rooms, competitive
room rates, as well as security and
safety standards being high on the
expectations of our customers,
we find that it is absolutely mission
critical to develop a precise
strategy to develop and nurture
our human capital.
Over the years, we had inculcated
a quality culture that fosters a
productive and nurturing work
environment for our staff, which
we hope, will translate into positive
experiences for our guests. Apart
from motivating and rewarding
our employees with competitive
wages, we also motivate them
through structured in-house and
external training and mentorship
programmes with clear career
pathways.
Our aim is to train our employees
to achieve optimal level of
performance,
aligning
their
personal goals with the Group’s
performance and creating a
culture that is in line with our
service credo - “Every Room
A Home” – through which we
empower staff to enable them
to deliver exceptional service to
our guests. Internally, we have
a service excellence mantra -
our “We CARE” programme. We
continually inculcate in all of our
staff that customers are our main
focus and that attitude adopted
must be positive. We have to
recognise the needs, wants and
expectations of our customers
in order for us to effectively and
efficiently meet their expectations.
Apart from our comprehensive
compensation
and
benefits
programme, we also single out
exemplary
employees
every
month as “Outstanding Service
Providers”. At the end of the year,
we select the employee with
the best performance for the
“Outstanding Service Provider
of the Year” Award. Exceptional
service providers who went out
of their way to serve are also
recognized and nominated for the
“Extra Mile Award”.
Our vision is to be the preferred
hospitalitygroupfor themid-market
segment, such as corporate travel,
agents, training, sports, shipping,
incentives, online travel and
performance segments. As one
of the few hotel management
companies with ISO, Singapore
Quality Class (Star) and Singapore
Service Class certifications, our
performance is continually being
measured against the best in class.
At Hotel Royal, our human capital is our most
valuable asset because our ability to deliver
quality service and products depends on
how well we can motivate and manage our
employees.
