HOTEL ROYAL
̛Ө
ROYAL MEMORIES
44
8%
16%
40%
36%
18%
19%
31%
32%
BY NATIONALITIES
BY AGE
GROUP EMPLOYEE PROFILE
Singaporeans
Malaysians
Thai
Others
Lest than 21-30 years
31-40 years
41-50 years
Above 50 years
TRAINING
Burasari Resort also participated
in 2 internship programmes – 2
trainees from Buriram Rajaphat
University interned in the Resort’s
Food and Beverage (F&B)
department, while 3 interns from
Palian College in Trang in Southern
Thailand worked at the Resort’s
Engineering department. The
Resort also hosted 2 Management
Trainees from Macao for training
in the Front Office and F&B
departments.
APPRAISALS
At Hotel Royal, we feel that
appraisals should not be limited
to only our assessment of staff
performance. On an annual basis,
we send out Employee Satisfaction
Survey forms to get feedback from
staff pertaining to their training
needs, job satisfaction level,
quality of the work environment,
benefits and welfare. This is of
importance to us and we seek to
achieve a minimum of 80% rating
in the annual survey. In addition,
our senior management held
regular communications sessions
with staff to ensure effective flow
of information and alignment of
business goals and objectives
across all levels of the workforce.
We also constantly monitor our
performance in all aspects of our
operations and our management
team analysed every feedback
form submitted by our guests. Our
internal target is to achieve 90%
rating in our annual Customer
Satisfaction
Survey
and
a
minimum of 12 compliments
for every complaint received.
Management is committed to
reading every feedback form
submitted by our guests. In
addition, we treat each Guest
Incident Report as important
and noteworthy reports are
disseminated to all levels of staff
to ensure follow through whenever
compliance or rectification is
required. These Incident Reports
are also useful to highlight certain
correct actions made by staff so
that these case studies shall serve
as useful references for other staff
within the Group.
We believed that while complaints
play a part in highlighting
areas requiring improvement,
compliments
also
play
an
equally important role in positive
reinforcement. At Hotel Royal,
we have put in place a positive
reinforcement scheme where the
number of compliments received
per staff are tracked and linked
to a points system which can be
redeemed for shopping vouchers.
