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".
Thinking lean to reduce waste and improve service
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.
Grand Park Orchard
Enhance customer experience through Handy system
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.