SC Global to provide 'butler-style' service
By Cheryl Lim
FIVE-STAR service, once exclusive to private households, hotels, castles and palaces, will be now available at all of developer SC Global's properties such as Hilltops along Cairnhill Circle.
This swish service will also be on offer at the properties the firm manages, including the Lincoln Modern at Newton.
SC Global is going the extra mile, by training its property management staff to act and think intuitively when serving residents at its properties.
Concierge service will be available at SC Global's four properties while the properties the group manages will have off-site concierge service available.
About 25 frontline staff including condo managers, concierges and technicians from all its properties have undergone a customised six-day programme conducted by Mr Robert Watson, trainer and managing director of the prestigious Guild of Professional English Butlers.
SC Global marketing communications manager Sarah-Jane Smith said exceptional service comes from being observant and picking up on the smaller details.
'(The training will cover) what are the things you think about when you are talking to someone so that you can provide exceptional service,' said Ms Smith. 'Noticing their details, patterns and lifestyles so that you can think 'how I can better provide for them'.'
This attention to detail will eventually cultivate long-term service relationships with residents, said Ms Smith, and is something that will leave residents feeling 'relaxed and comfortable'.
But these soft skills, which could be as simple as remembering a resident's birthday or their preference for tea, often take years to cultivate, said Ms Smith.
SC Global's long-term plan is to send more of its staff for such training.
These skills, she said, will allow SC Global to build up a system of consistently good service.
This will be done through regular training sessions conducted by the guild and creating a 'domino chain' of getting trained staff to pass on their skills and knowledge to their colleagues.
Staff will also undergo different variations of the course to expose them to a range of service scenarios. Examples of these variations would include on-the-job training and individual coaching.
Skills, Mr Watson said, will set them apart from other service providers in Asia, which typically do not have a proactive approach towards service.
Having previously worked with international celebrities such as the late Michael Jackson, Mr Watson has been exposed to many different markets.
But he said Singapore could be a challenging market to serve in because of its multi-cultural environment.
This means staff will need to adapt their services to suit the individual nuances of each culture.
'For example, the English are a little stiff and formal and have to stop for afternoon tea. And if you have an American guest, as long as you've got tomato ketchup on the table you're fine,' said Mr Watson.
Concierge staff during training at The Marq. SC Global is going the extra mile, by training its property management staff to act and think intuitively when serving residents at its properties. -- PHOTO: SC GLOBAL
Posts
No comments:
Post a Comment