what brings about service excellence... i dont know whether you agree with me or not but here goes my little theory about it...
guests know when they are unreasonable, thats how you bring about service excellence
it is when they understand the situation, that they want flexibility
it is when they demand flexibility, that staff require empowerment
it is when they demand flexibility, that staff require integrated cooperation and teamwork with other departments
it is when staff attain teamwork, that they can deliver and please their guests
it is when the customers are pleased, that they want to return
it is when they return or use you as a benchmark, that service has reached excellence....
service excellence starts with you establishing the fact that there is no such thing as a difficult customers but rather customers with different needs... the greater the need the greater the opportunity...
friends always care
21:33
before anything i wanna wish every one happy Easter =) woooots... and since its Easter and i am rather free today, i decided to try out a new dish... inspired from Hells Kitchen... hahhaa well actually i just felt like cooking... not really because of Easter... so here it is...
introducing my new dish, pan seared Toman fish served in a citrus herb sauce and accompanied with mashed potatoes... my verdict is..... ill give it a 7/10... the mashed potatoes was nice and the sauce was nice too... however, the fish was a bit too heavy for my liking... would have prefered it if i used cod... the sauce was nice on the first mouth but it was a little too sour towards the end... but overall not too bad... can still improve it...
oh and i decided why not have some soup... so here is my cream of carrot soup...
so here is the soup... it wasnt good today... i accidentally poured too much flour in... it was too thick.... but the taste was there =) so thats all folks... back to work tmrw....
friends always care
20:22
well first week is almost over for me... tmrw is my debut at the front office... first day to be presented infront of the guests... a test point to see if i have been paying attention to all the teachings taught to me in the past 2 years of my studies...
been having a great time with other fellow interns from HTB at work recently... haha i feel so weird i am like the youngest and the only singaporean there.... they are all from myanmar, china and korea... haha... but suprisingly communication doesnt seem to be a barrier... i must say their english is quite good very impressed actually... i honestly had the misconstrue impression that their english wasnt good at all... but well i guess i was gravely wronged...
well been busy most of the time trying to absorb like a sponge when i am barely as porous as a slab of granite... haha quite anxious about tmrw... this weekend would be my first off day and i really have no idea what i am going to do... oh well will find out... OH HAHAHA... almost forgot a wedding i have to attend... oh well i guess i only have one day left open i guess...
oh wells time to knock off... i have to wake up at 5 tmrw.... ciao...
friends always care
21:25
well i started my SIP not too long ago, been thrown into the classroom of reality and practicality.... well my location would be at Rasa Sentosa in the front office dept... though i have been on the job for only two days now man o man there is an overload of information... so much to remember and learn in such a short time...
1) sentosa attraction, operation hours, prices (luckily i visited most of them)
2) remember the various room types and their short forms
3) learn about their loyalty program
4) learn to take reservations & check ins
5) abreviations for inter dept messaging
6) a more advance step of OPERA
7) know the SOP for rasa sentosa
well these are just some of the things my little worn out mind can remember so far... but that is ALOT already.... well i have still got two more days of orientation before i am thrown into the deep pool with a float... friday i would be buddy to one of the full timers... i hope i dont get in his way =X
so far the people seem really really nice.. but haha like they always say many put on different fronts in a relaxed and worked environment... so we shall see what happens when i come back from work on friday... some of the stuff they are doing in there is really impressive i must say... they have this thing called break day or something like that... whereby a few people from a dept would go down to the pool side with plates of fruits just to interact with guests and talk to them... and you would be suprised to see what something so cheap and simple can do.... i think guests really appreciate it...
i also heard that every month there would be this GM's cocktail where our GM would invite various VIP guests for a cocktail party just to interact with them... i think its great... hahhaa i think our GM is someone that is very concerned over the welfare of his staff and guests... you see him all over the place... somehow every where you go you seem to just bump into him and this is really in contrast to what happens in other organisations... he is everywhere and it is always a pleasure to see him... full of fun and sincerity.... i think this internship would be a really interesting one cant wait till i start work proper...
friends always care
20:33
well today being my last day, decided to run around and paint the town red... went out early early early in the morning... left the house at 11am =D haiz was so tired but what to do... up to my feet and off i went...
decided to run off to siagon square to buy some movies before i leave tmrw... infact i am watching them now as i blog hahahas... ENCHANTED and LIONS FOR LAMBS =D yay... after which we went to underground for lunch...
bla bla bla bla....
we then went down to metro to buy some stuff...
bla bla bla bla...
then came the awkwardly fun part =) we decided to hop on down to a spa for some R&R... hey after waking up so early you need some time to rest... but it was really awkward for me haha... went for a full body armomatherapy massage... i aint saying why here because that would be awkward too... but i think you can guess why... go and google aromatherapy and you would figure it out... but the initial bit was close to torturous for me... i had quite a heavy lunch and there was this masieur pounding and adding pressure to my back, squashing my stomach... all that went in my mind was... dont puke dont puke dont puke... but after that it was great... would have fallen asleep if not for the constant turning of my body...
oh wells after that i made long awaited journey to the tailor to pick up my shirts and others i made for some friends... and ARGHHHHH... all the shirts i that i made were alright except the two that were meant for me... one was way too big whilst the other... well the collar was just not right... oh wells... i guess it was inevitable... communication barriers + fancy shirts = disaster...
so yea thats all for now... beck to my movies...
friends always care
23:24
ok today i did the dumbest dumbest thing one could ever do... some of my dad's collegues and our family went for lunch today at Legend hotel wanted to eat at crystal jade but well it was so packed so we decided why not have some drinks at the lounge first... so i ordered my drink... IRISH COFFEE... and yea i had a damn empty stomach... gey kiang lah... happily drink...
the group started to talk about how my dad's friend survived KK Koh's famous dinner at wan lok... remember mr goh was tellin us about this kk koh always visiting this restaurant late at night and the captain would wait for him... well yea my dad's collegue was with him durin these visits and he was telling us about all the happenings etc... so i was listening and drinking the beautiful coffee... then my head started to grow heavy... but the beautiful hot coffee, with a layer of whiskey wedged in between topped off with icy cold cream was too tempting so i continued to go at it... then i felt tipsy haha... first time i felt tipsy... and that was only after half a glass... haiz... well i was much better once the food came...
after lunch they wanted another round of drinks but this time i wanted out.. hahaha... too much for me... so bla bla bla... we walked around town to view some art galleries... my dad wanted to look for some art pieces to cover up our living room walls.. yea its that big... so 4 pseudo art connoisseurs started to move from gallery to gallery each having varied opinions about what should be hung up on the wall... my mom wants impressionistic... my dad wants heavy lacquer and i want contemporary... hahaha... so in the end we got no where...
to relax from all that walking and eye strain guess what... its back to the pub again... this time i took a mocktail... i kinda prefer the one served in top table... hahaha... didnt quite like mine... but man the ambience was great... its up on the roof of majestic hotel over looking the river... and they have a grill there and i must say the chef is quite gay... but who cares... so we just poped by for a drink...
above majestic hotel
we then decided to move off and had dinner at this greek restaurant... food was pretty good but i was too hungry to savour the food so yea cant comment much...
and next to end the day as usual, back to the pubs again... this time we went to caravelle hotel... and again its right at the roof... but this one over looked the city... quite nice too... they had a fillopino band playing some spanish songs... and man i think carmen is nicer for their music... the singers here were like shouting most of the time, off pitch, not syncronised... yea and they were tryin to be seductive in their own clumpsy ways... so yea... hahaha... but the ambience was nice... the birds eye view of the city...
view from caravelle
well thats all for today ciao =)
friends always care
01:21
PAST
PRESENT
friends always care
18:03
well i have been wondering about some stuff recently... well last night i met up with some market development director of reeds pte. ltd. and we started to talk about the industry and about the potential growth of it, latest trends, etc...
well we were talking and it suddenly dawned on me later that evening, am i making the right decision on going into this industry? i look at all my lecturers, its like 90% of them are not married and i think it is mainly due to the nature of the job... long hours and little time to socialise...
haha my sound rather odd and absurd right now i agree but well thats why i called this post what it is... but i mean really... what if i dont find a life partner? what if i dont get married? what if i dont have children... hahaha ok i think i am starting to sound paranoid... ill just keep my thoughts to myself then.. hahaha...
friends always care
17:53