Royal Plaza on Scotts’ general manager, Patrick Fiat, 
shares the initiatives that make the hotel win Aon Hewitt’s Best Employer and Best Employer for Commitment to Engagement 2013 awards
Chillax Lounge
Why it’s needed Royal Plaza on Scotts (RP) recognises the importance of upgrading the organisation’s hardware for associates to feel at home. This has spurred the hotel to create Chillax Lounge, a space equipped with a projector for associates to unwind while watching movies or television programmes and bond with each other. Massage chairs are also available for them to relax and pamper themselves during their free time. Those who prefer to spend quiet moments can surf the Internet, read books, newspapers and magazines or simply enjoy the view of the live aquarium. Associates were also involved in the logo design creation for the new lounge.
Key results Many associates expressed their happiness in having a space to chill out during their breaks and even before or after work. The happiness index at the workplace has increased as associates feel recognised by the management for their passion and efforts. We have been able to better retain our current associates, instead of using resources to attract talents.
Friday open-door sessions with the general manager
Why it’s needed RP’s tagline – What Can We Do For You – reflects our service and this is demonstrated from the management to associates first. Engagement sessions with different age groups are conducted on a regular basis to find out what RP associates are looking for in an organisation. The highly-connected younger generations are enthusiastic and full of passion to make differences and bring new ideas into the company.
During these engagement sessions, associates can communicate directly with me. I would address their concerns and makes improvements in the hotel for both guests and associates, based on feedback or suggestions from associates. There is also an allocated timeslot for an open-door session every Friday, during which any associate may simply walk in and have a chat with me.
Key results Initiatives directed at the needs of RP associates are very welcomed, especially among the younger members. Associates feel more appreciated knowing that their voices are heard and their comments are taken in consideration and actualised. Some initiatives brought about include flexible benefits, children education subsidies and birthday leave.
Quarterly people’s engagement forums
Why it’s needed Associates are invited to attend quarterly people’s engagement forums, where the management will provide updates on the hotel and individual departments. Associates’ personal achievements and milestones such as graduations, marriages, birth of newborns and even successful attempts to quit smoking are also shared during these sessions. After each session, associates will be treated to a spread specially prepared by Carousel’s culinary team as a gesture of appreciation for their efforts.
Key results Associates feel a sense of ownership and belonging through these forums, where they are able to share the joy of their milestones and achievements. This has helped to foster more personal interactions between associates and better interpersonal relationships in the hotel.
Implementing activities to maintain a balance of work and play
Why it’s needed Associates are looking for fun in the workplace to keep their passion for work burning. Weekly delights which bring surprises to our employees could be a cup of fresh fruits hand-delivered to the offices or the back of the house area for all associates to indulge in or an additional signature dish on the canteen’s menu by Carousel’s chefs.
Key results These weekly delights bring joy to the workplace and associates become more inspired and motivated. With the fun environment that RP has created, associates shared that they look forward to come to work every day.
Celebrations
Why it’s needed During special occasions such as Valentine’s Day, Halloween and Christmas, the hotel engages associates to join in the fun. Earlier this year, I specially geared up as God of Wealth to convey my well wishes to associates by distributing mandarin oranges and red packets in celebration of the Lunar New Year.
It is essential to continue to build on the organisation’s culture as associates are also looking for an emotional connection with their employers.
Key results We believe that all associates will be able to give back to the organisation through their service for what we are giving them. Associates feel regarded by the management as its internal guests and are more inspired to create positive and extraordinary experiences for our external guests. Ultimately, happy associates make happy guests.
Omitting clock-in, clock-out practices and submission of MCs
Why it’s needed RP is committed to “trust and respect” its associates, an important value in the workplace. We are the only hotel where everyone across all ranks is not required to clock-in and clock-out. The submission of MCs was also omitted recently; associates just need to ring in and let their supervisors know that they are unfit for work.
Key results By demonstrating the level of trust and respect in our associates, they feel a greater sense of responsibility towards their work. In the first two months of implementation, we saw an increase of 10 to 15 per cent more medical leaves being taken – this was within our expectations. It has since decreased to only about two to three per cent more than the previous level before the implementation.
Empowering associates
Why it’s needed Empowering and entrusting RP associates to make decisions in their line of work makes them feel valued as every individual is able to make a difference at the workplace.
Key results Associates are inspired as they are able to make a difference in the organisation. As associates find fulfilment in their work, they put in extra effort to deliver seamless experiences for our guests. They are also more motivated to customise the experience for guests such as preparing thoughtful amenities to celebrate special occasions and milestones with them. These have helped to leave lasting impressions on our guests and keep them coming back to the hotel.
Star programme
Why it’s needed Associates who provide service beyond expectations are awarded the “Star” title. Personalised posters of these individuals will be shared via various platforms, with a picture of them and the extraordinary experiences they have created for our guests. They will also receive shopping vouchers of their choice during the people’s engagement forums.
This programme allows the management and fellow colleagues to recognise how each individual can make a difference in creating refreshing guest experiences.
Key results Associates have embraced our brand values to heart and are committed to creating positive and extraordinary guest experiences whenever possible. As associates feel appreciated and valued for what they do, they are encouraged to go the extra mile to ‘wow’ our guests.
Engagement on a more personal level
Why it’s needed The hotel is engaging associates on a more personal level using Facebook. Associates of all levels are able to comment or simply “like” in response to initiatives that the organisation is rolling out.
The ability to continuously engage, stay current and respond quickly to evolving trends is fundamental as a long-term human resources strategy for RP.
Key results Initiatives to retain associates with our engagement efforts have been effective. We are pleased to share the honour of being Singapore’s Best Employer with our committed employees and guests. The hotel will continue to strive to create a fun organisation, where employees look forward to come to work and extraordinary experiences are created for hotel guests every day.
By Patrick Fiat, general manager, Royal Plaza on Scotts
