Demonstration of industry leadership
Manouvering through the pandemic that has crippled the travel and hospitality industry is not an easy feat. With the guidance and mentorship from our CEO, Mr Arthur Kiong, Far East Hospitality have been successful in steering our hospitality group through these difficult times.
Quoting an exerpt of Mr Kiong’s interview with EdgeProp, “the pandemic is an opportunity for Far East Hospitality to create new brand experiences, refurbish and renew older properties, expand the group’s footprint in the region, create new business streams as well as attract and retain talent”.
Anticipating changing consumer trends and to remain relevant, Regency House had undergone refurbishment works to have all the apartments refreshed with a more contemporary and cosy interior to enhance the guest’s stay experience.
Other than renewing the hardware, effective leadership coupled with soft human touch is essential to excel. Residence Manager Eunice Woo, with her consistent hard work and a vision to turn her ideas into success stories has led Regency House to greater heights.
Eunice first joined Far East Hospitality in 2015 and is a strong advocate in empowering her team to achieve excellence in customer service and productivity. In her current role as the Residence Manager of Regency House, Eunice constantly motivates her team to deliver exceptional customer service while creating a conducive and cohesive work environment where all her team members are valued. Eunice also encourages her team in aspects of observation, anticipation and creative thinking to resolve issues and going the extra mile for guests to ensure a delightful stay. Under her guidance, a recommendation voiced out by a Housekeeping Supervisor was put into action quickly. The idea was to provide mousepads for guests who work-from-home, as the Hosekeeping Supervisor noticed that many guests used pieces of paper or notebook as mousepads. Similarly, a suggestion by a Senior Administrative Assistant to replace a normal cake with a ‘cake of fortune buns’ was well-received. The elderly guest was touched by the personal gesture and felt blessed to receive the customised cake. With a strong and motivated team, coupled with Eunice’s inspirational leadership, Regency House was able to positively engaged guests to create a memorable stay experience.
2.2 Responding to the Pandemic
To adapt to the new normal and to still welcome our guests to the serviced residence, Regency House has implemented safe management measures for the safety of guests and staff, with easy to follow instructions and display positive messages to thank our guests for adhering to local guidelines
Safe distancing markers and posters are displayed prominently around the common areas of the property to educate guests to keep a safe distance from each other.
Frequent sanitisation and cleaning are conducted daily at high touch-points, especially at the common areas and residence facilities.
All employees at Far East Hospitality, including Regency House, are required to take their temperatures twice daily and upload them to an online portal for recording purposes. This initiative aims to inculcate the importance of ensuring one is not sick before starting work. In addition, employees are encouraged to take their COVID-19 vaccines to ensure safety for our guests, as well as our own employee well-being.
2.2 Awards and Accolades
Regency House is a leading serviced apartment that has continued to excel beyond the industry benchmarks. Having enjoyed outstanding achievements throughout the years, Regency House strives to raise its standards and overall excellence in commitment to delivery of exemplary service and continuous improvement.
In the Excellence Service Award 2020 organised by the Singapore Hotel Association, Regency House achieved 3 Star, 3 Gold and 3 Silver Awards.
Regency House has also clinched the TripAdvisor Travellers’ Choice 2020 and 2021 where this award is given to accommodations that consistently earn great reviews and are ranked top 10% of properties on TripAdvisor. This serviced residence was also presented with the TripAdvisor Certificate of Excellence 2019.
Another award successfully garnered was the HRM Asia Readers’ Choice Silver Award 2020, which recognises the region’s best HR partners and solution providers.
2.3 Positive reviews and high rankings on online platforms
Regency House has been endorsed by travellers through the achievement of excellent reviews and maintaining a high online review score.
Statistics extracted on 29 July 2021.
Provision of innovative product & service offering
In the highly competitive hospitality industry, hotel and serviced apartment operators are vying to differentiate their products and services to appeal to the ever-changing consumer needs.
At Regency House, we strive to engage our guests in meaningful activities to make their stay a memorable one. All actitivies were conducted in accordance to safety guidelines set out by the company and local authorities.
The Guest Service team will check and take note of guests’ birthdays on a weekly basis and for newly checked-in guests. Some surprises include presenting birthday cakes, chocolates, muffins, together with a personalised wishing card. This simple gesture has put a smile on many guests’ faces.
For guests who are not feeling well or have been discharged from hospital, the team will prepare a ‘Get-Well-Soon’ hamper and a personalised card to wish them a speedy recovery and to cheer their spirits up.
Due to the pandemic, many Singaporeans who are overseas have chosen to return home to reunite with their families. They will be required to serve a Stay-Home-Notice (SHN), which range from 7 to 21 days. Being restricted only to the apartment for a long duration could be challenging for single travellers and families with children.
The team at Regency House prepared simple gifts and cards as encouragements to these guests upon arrival. The housekeeping team went the extra mile to make towel origami in cute animal and flower designs to uplift the guests’ spirit and surprising them by leaving it at the door during towel changes.
The team worked together with cross-departmental colleagues to curate special activities and inspired offerings to engage with in-house guests during celebration of occasions.
To experience a nostalgic Chinese New Year in Singapore, cookies such as pineapple tarts and kueh bangkit were displayed at the lobby for guests to taste these festive goodies and to learn more about the Chinese culture. In accordance with the Chinese tradition, mandarin oranges were presented to all the guest, wishing them happiness and prosperity.
In celebration of Mother’s Day, all mothers were invited to paste a petal sticker on a poster to complete the picture which was entitled ‘Flowers Of Mother’s Love’. After it was completed, each mother was presented with a framed-up picture of the completed drawing as a memorable keepsake.
To commemorate Father’s Day, the team presented a goodie bag featuring “Super Dad” on the wrapper filled with sweets and chocolates.
Christmas celebration amid the pandemic year was considerably muted. Instead of organising large-scale events in conjunction with this festive occasion, Regency House gave out packets of Christmas decoration items such as baubles and ornaments for the residents to decorate their apartments.