Concerted efforts by tripartite partners to transform the hotel sector 1 The push is on to encourage hotels to break out of their old mould, and operate in a new way that is more productive and efficient. The National Trades Union Congress' (NTUC) e2i (Employment and Employability Institute) is working closely with the Food, Drinks and Allied Workers' Union, the Singapore Hotel Association, the Singapore Tourism Board, and the Singapore Workforce Development Agency to encourage hotels and industry players to leverage on technology, train their workers to be able to handle multiple tasks, and streamline their operating procedures.
Moving away from conventional operating procedures
2 The partners have identified two key strategies to transform the hotel sector:
A) Multi-skilling and cross deployment - The key challenge for the sector is getting hotels to shift from being overly labour-intensive and having workers who can only perform single job functions, to deploying staff who can take on cross-functional roles coupled with adoption of technology. Employees will now have to be trained to become multi-skilled "Service Associates" who can take on different tasks.
B) Adopting technology and automation – Hotels are also encouraged to implement labour-saving IT systems and devices such as integrated solutions systems, manpower optimisation software and wireless payment systems, in areas such as Front Desk, placing orders, and cleaning of hotel rooms.
3 The Royal Plaza on Scotts (RP) is one hotel which has taken steps to improve workflow, productivity and train workers. The hotel places much emphasis on skilling the employees and introduces technology and automation in the hotel's operations. The hotel has re-designed some of the job functions so that staff can be multi-skilled and be deployed to more than one job function when required:
A) Multi-skilled F&B Butler - Traditionally referred to as waiters or servers, the RP Butlers distinguished themselves from other F&B staff within the hotel. They are trained in all aspects of the restaurant operations ranging from greeting and seating guests, to sharing of ingredients and food preparation methods with guests, as well as topping up dishes and cutlery. The Butlers may also be cross-deployed to provide in-room dining services or to the hotel's Heat Ultralounge to mix simple cocktails.
B) Guest Services Officer (GSO) - The GSO is multi-skilled to acquire skills sets to be competent in 3 job functions, namely Front Desk, Concierge and Club Services (attend to VIPs and guests on Executive Floors).
4 With training and enhanced job scopes, this has led to an increase in wages for the workers. For an RP Butler, his pay can move up from $1,200 to $1,400. Upon gaining competencies in further training, the Butler will be promoted and his salary can go up to $1,700. For GSOs, the hotel adopts a skills-based salary structure to encourage them to be competent in all aspects of Front Office operations. The salary of a GSO can also move from $1,350 to $1,700 upon certified competency in the three sets of skills, mainly in Reception, Concierge and Club Services.
5 The hotel also introduced use of a motorised trolley, which reduces the time needed to push and transport tools and supplies from room to room by half the original amount of time required. The time savings allow room attendants to clean and fill up in-room coffee machines or to restock their trolleys after their shifts. The hotel recently implemented a passport scanner to facilitate updating of hotel guests' particulars at the Front Desk. The system removes the need for staff to do manual data entry, and shortens the check-in process of guests.
6 "To raise productivity, it is important for us to break out of the old mould, and do things in a new way. Singapore cannot rely on sheer manpower to provide good service in our hotels. That may be what tourists get in island resorts in Southeast Asia but it is not tenable in Singapore. We have to develop our own brand of service, one which is efficient, professional, error free, and using a lot of technology, but relatively little manpower," said Mr Ong Ye Kung, Chairman of e2i.
7 "Embarking on the Inclusive Growth Programme (IGP) encourages our workforce to upgrade their skill sets to ensure their employability in the long run. IGP plays a crucial role in the current situation as Singapore and the hospitality industry are facing the issues of ageing population and labour crunch," said Mr Patrick Fiat, General Manager of Royal Plaza on Scotts. "With the aid of technology, manual work for our employees is decreased and they are better deployed for job enlargements, resulting in a more fulfilling work life and increased productivity," he added.
8 Said Ms Margaret Heng, Executive Director of the Singapore Hotel Association, "Multi-skilling, cross deployment and the adoption of technology are top on the list of initiatives that hotels are looking at to increase productivity. The industry is cognisant that in the drive for higher productivity, there must be a balance between 'high tech' and 'high touch'. This is why hotels have factored in training in the productivity equation, so that the end result is that the hotel staff will be better equipped to provide not only an effective and efficient service, but one with a personal touch to make a difference to the guests."
9 A group of union leaders, industry players, and representatives from government agencies visited the Royal Plaza on Scotts hotel this afternoon to learn how the hotel re-designed job functions of their staff through multi-skilling and cross-deployment of workers, as well as tapping on technology to improve work processes.
10 To achieve the vision of sustainable growth and have better jobs and pay for workers, e2i and the partners have set a few targets for the hotel sector. Firstly, to multi-skill 30% of the workforce and make Workforce Skills Qualifications certification more widely recognised within the sector. Next is to raise the level of technology and automation adoption to 40% of hotels. Workers will need to be trained to operate new technology and automated equipment, or undergo training to be multi-skilled to take on cross-functional roles. With a more conducive work environment and higher wages, more locals could be attracted to join the sector.