Turning structural disadvantages into opportunities to provide attentive, bespoke service
The structural challenges of AMOY encouraged the management to re-think the various service touch points and re-create an unique experience during the early days in Chinatown. Curated guest entrance through Fu Tak Chi temple and complimentary limousine airport transfer. Results: TripAdvisor 2015 "Top Hotel in Singapore" and 2016 Travellers' Choice Award "Best Hotel for Service in Singapore".
The hotel developed the Fairmont Improvement & Innovation Programme, a customised quality methodology. It is a robust structure to sustain project momentum, with all colleagues trained in lean thinking. Result: Over S$3 million saved from 2010-2013.
To enhance guest experience, the hotel implemented a smartphone solution, enabling guests to stay connected with their friends and families through free IDD calls and 3G connectivity. Results: 46% reduction in call volume to operators and 98% of the Guest Satisfaction Survey respondents agree on the improvement in service standards through the implementation of Handy device.
