SHA Mystery Shopper Survey

The SHA Mystery Shopper Survey was initiated in the second half of 2009 to measure and raise the service level of hotels in Singapore, as well as to benchmark Singapore hotels against the service

level of hotels in Hong Kong. Round 1 of the survey was conducted over the period of July to November 2009. Results of Round 1 survey were shared with participating hotels members thereafter. Each hotel was given 6 months to address the gaps identifi ed in Round 1 of the survey.

The second round of the survey was conducted between September to November 2010 by Tiptop Consultants (Pte) Ltd. A total of 91 SHA hotel members from the 4 categories (budget, standard, superior and deluxe) were covered in the audit.

The key highlights of the survey fi ndings for Round 2 are summarised below.

Service Quality Goes UpThe fi ndings from the study showed that the service quality of Singapore’s Hotel Industry had improved from 6.80 in Round 1 to 6.98 in Round 2 within a period of 6 months from March to August 2010.

At a glance:

Average

Score (Round 1)

Average Score

(Round 2)

∆ in score % ∆

Budget 6.11 6.26 + 0.15 + 2.5

Standard 6.42 6.73 + 0.31 + 4.8

Superior 7.25 7.27 + 0.02 + 0.3

Deluxe 7.41 7.66 + 0.25 + 3.4

Industry Average 6.80 6.98 + 0.18 + 2.6

Generally, all four hotel categories (budget, standard, superior and deluxe) improved in their service delivery. Of the four hotel categories, Standard hotels showed the most signifi cant improvement in average scores in their Round 2 performance. Both Superior and Deluxe hotels demonstrated average scores which were above the overall industry average.

In addition, more than 60% of the hotels audited showed improvement in their scores when compared to the fi rst round. For the hotels which showed improvements in service delivery, the average improvement in scores was approximately 10%, with the greatest improvement recorded (by one hotel) at 45%.

Chief Editor : Ms Margaret Heng • Writers : Ms Li Shaoting & Ms Tai JunniPublished by : Singapore Hotel AssociationDesigned and printed by : Colorcom Graphics Pte Ltd

SHA Update is the offi cial publication of the Singapore Hotel Association and copies of SHA Update are not for sale. No part of this publication may be reproduced in any form or by any means without the written permission of the publisher. The views and opinions expressed are those of the authors and do not necessarily refl ect those of the publisher.Email : secretariat@sha.org.sg Website : www.sha.org.sg17 Cantonment Road, Singapore 089740

SHA UPDATESHA UPDATE EDITORIAL TEAM

MICA (P) 050/02/2011 Jan 2011 – Mar 2011

SHA NEWS

• SHA Mystery Shopper Survey

1

• Your Say Social Media & its Impact on Hotels

2

• SHA Welcomes New Members

3

• SHA Welcomes New General Managers

4

• General Managers’ Networking Session

• Outstanding Outlet Award for Hotel Reservations

• Career 2011

5

• HotelPartTimeJob.com.sg – A Step Forward!

6

• 29th Inter-Hotel Soccer League Kicks-off!

• Upcoming Activities and Projects

7

SHATEC INSTITUTES NEWS

• WorldSkills Competition 2011

• Chefs on Parade 2011

8

• Western Australia Oceanfest

• Shatec Institutes Open House

• Articulation Agreement Signing Ceremony

9

• Course Calendar Apr-Jun 2011

10

HOTEL CIRCUIT

• Earth Hour Initiatives at Royal Plaza on Scotts

• Sunday for Sendai Charity Dinner

11

• Furama RiverFront weeps Top Honours at SNRSC 2011

• Singapore Hotels Top People’s Choices

12

• Concorde Hotel Unveils its New Look

• The launch of ‘The Fullerton Heritage: Where Past meets the Present’

13

TOURIST TRACKS

• Tourism Performance for February 2011

• Performance by Hotel Tier (Feb 2011)

• A Record Tourism Performance for 2010

14

• Calendar of Conventions & Exhibitions

(Apr – Jun 2011)

15

“Social Media – a defi nite boon”Social Media is defi nitely a boon for us in this current environment. It is something which we cannot ignore as the viral effect is phenomenally powerful and rapid.

We embrace and leverage on such new-age communication channels for various reasons like announcing a Room Offer, F&B Promotion, Wedding Show Update, Charity Event and sometimes even a platform to run a contest. It has proven effective in terms of reaching out to the right target audience at the shortest time required unlike the traditional media.

However, it is important and necessary to keep a constant engagement and interaction with your fans and followers for Facebook and Twitter respectively.

Mr Kevin BossinoGeneral Manager

Grand Mercure Roxy Hotel

“Reinventing Customer Interactions”Social media has reinvented the way that companies interact with customers, by directly listening to and engaging them. However, this doesn’t mean that traditional offl ine marketing activities will become irrelevant. Social media, and the shift of infl uence to customers, makes it even more critical than ever for companies to get the basics right and to consistently deliver on their brand promise.

This especially holds true for the hotel industry. With social media, these customer experiences, whether positive or negative, are amplifi ed in the form of conversations that take place across a host of online platforms. When you consider that the single most powerful infl uence in a decision-making journey is often someone else’s advocacy, the mileage of a single reviewer’s comments becomes too important to ignore.

One of the biggest misnomers of social media marketing is that it is easy, quick and cheap. In fact, it requires a lot of work in making the content relevant, valuable and accessible to an audience. Done effectively, social media marketing can have a sustaining and compounding effect as it gives hoteliers the chance to infl uence a potential guest throughout the different stages in their decision-making journey.give their best.

Mr John SartainGeneral Manager

Mandarin Orchard Singapore

“A Powerful and Compelling Storytelling Tool”

I believe social media has immersed itself seamlessly within Swissotel The Stamford’s service culture.

It is a powerful and compelling storytelling tool which our hotel utilises to share our guests’ stories with the rest of the world. And from Vertical Marathon, Chefs With Altitude and DJ Parties at New Asia, we leverage social media such as Facebook, to not only spread awareness on these signature events, but also to elevate the essence of the phrase “engaging the audience” to a whole new “real time” level.

For an international hotel brand such as Swissotel Hotels & Resorts, social media gives us immense opportunities to reiterate our brand promise and our passion for perfection, and to turn new ‘followers’ into fully engaged brand advocates.

Mr Aiden McAuley General Manager,

Swissotel The Stamford, Singapore & Regional Vice President, Asia Pacifi c, Swissotel Hotels & Resorts

“A Pleothora of Possibilities”We see social media as an additional platform to leverage on getting the word out. Typically the hotel like many other industries relied heavily on traditional marketing gimmick to get its brands and properties across to the masses, and for us boutique hotels, word-of-mouth plays a huge part in this process.

We feel that social media gives the industry a much needed boost as a platform. It opened a plethora of possibilities for hotels to market itself in a more interactive, engaging manner and at the same time, closing the gap between consumers and the products at hand. Now with virtual platforms such as TripAdvisor, Facebook and Twitter to name a few, total strangers all over the world have been given free rein to communicate with one another and share their experience at the click of a mouse.

We have a timeline in place to roll out different campaigns on the various social media sites, and the main idea is for our hotels is to get our brand and product across to the masses - to create awareness and generate interest.

Ms Charmaine WeeGeneral Manager

Wanderlust, New Majestic Hotel & Hotel 1929

Your Say Social Media & its Impact on Hotels

A study by PR fi rm Burson-Marstellar which covered the 100 largest companies in the Fortune Global 100 list found that 79% of these companies are using at least one of the social media forms (Twitter, Facebook, YouTube or corporate blogs)

For this issue, SHA Update checks out what some General Managers think about social media and its impact on the way hotels conduct its business.

SHA NEWS2

Ibis Singapore Novena

SHA Welcomes New Members

The Hotel Grand Chancellor, the second hotel owned and managed by Hotel Grand Central Limited in Singapore, is situated on historical Belilios Road (off Serangoon Road).

It is conveniently located near the major shopping centres along Serangoon Road which includes Mustafa Centre and City Square Mall.

The hotel comprises 328 rooms including 10 premium balconies on the top fl oor with a spectacular view of the Marina Bay area. Featuring a modern décor Coffee House which offers both local and international cuisine, the hotel also caters authentic Vegetarian North Indian cuisine for the spice lovers.

With the entire building wired with high speed broadband, guests can relax and surf the internet by the poolside on the 8th fl oor.

Ibis Singapore Novena, the newest 3* International brand hotel will be soft opening in April 2011.

It is ideally located less than 1 km from Novena MRT station, shopping mall, medical centres and hospitals

in Novena.

The hotel provides a value for money proposition, with an in-house restaurant and bar, FREE Wi-Fi, car parking and in-house gym. Ibis Singapore Novena provides warm hospitality with its friendly staff, modern decor and a comfortable good night sleep.

Ordinary Members

Hotel Grand Chancellor

International Executive

Education Center

Associate Members

International Executive Education Center (IEEC) is a purpose driven, Singapore registered, Private Education Institution. IEEC is dedicated to executive level, American style training and management practices for mid to senior

level managers.

SHA NEWS 3

Ms Tash TobiasGeneral Manager, InterContinental Singapore

Ms Tash Tobias has been appointed the General Manager of InterContinental Singapore. She brings with her close to 15 years of experience in the hospitality industry, of which 9 years has been with the InterContinental Hotels Group (IHG), working in Australia and Vietnam.

In her most recent role as Hotel Manager of InterContinental Asiana Saigon, Ms Tobias oversaw the development of the luxury hotel and residences, leading it through to a successful opening.

Ms Shamila RolfeGeneral Manager, Ibis Singapore Novena

Ms Shamila Rolfe is the General Manager of the new Ibis Singapore Novena.

A hospitality industry veteran with over 25 years of experience, Ms Rolfe began her hotel career in 1986 in Canada where she built

up in-depth expertise working with different brands and different star rated hotels. She fi rst joined The Accor Group when she moved to New Zealand in 1999.

During her 11 years with the group, Ms. Rolfe has worked in different hotel brands such as ibis, Novotel, Mercure and All Seasons in New Zealand.

Mr Frederic JenniGeneral Manager, Pan Pacifi c Orchard

Mr Frederic Jenni has been promoted to General Manager of Pan Pacifi c Orchard. He was formerly the Hotel Manager of Pan Pacifi c Singapore before assuming his new position in January 2011.

Prior to joining Pan Pacifi c Hotels Group in 2008, Mr Jenni was with Hotel Le Germain, Toronto as the General Manager, Fairmont Tremblant, Quebec as the Director of Operations and Fairmont ChateauLaurier, Ottawa as the Director of Food & Beverage.

Profi les of new General Managers received after press time will be featured in the next issue.

Mr Harry LeongGeneral Manager, Quality Hotel Singapore

Mr Harry Leong was appointed General Manager and Owner Representative of the Quality Hotel Singapore in January 2011.

Mr Leong brings with him some 40 years of hospitality experience, working with international hotel chains like Hyatt, Shangri-La, Sheraton, Ramada, Vista International Hotels and Berjaya Hotels & Resorts.

Mr Ananda ArawwawelaManaging Director, The St. Regis Singapore

Mr Ananda Arawwawela is the Managing Director at The St. Regis Singapore and Starwood Area Managing Director for Singapore.

A veteran hotelier of 32 years, Mr Arawwawela started his hospitality career in Finance as a Trainee F&B Controller at the Dubai Sheraton in the UAE.

Prior to joining The St. Regis Singapore, Mr Arawwawela spent 22 years as the General Manager of the Sheraton Hong Kong and Area Managing Director for Hong Kong and Macau.

On behalf of the hotel industry, the Singapore Hotel Association welcomes the following new General Managers:

SHA Welcomes New General Managers

SHA NEWS4

General Managers’Networking Session

The fi rst Industry Update and Networking Session for General Managers for 2011 was held on 22 February 2011 at Holiday Inn Atrium Singapore.

The session started off with an update session on SHA activities and discussion on issues relating to the hotel industry. This was followed by the sharing of key fi ndings from the SHA Mystery Shoppers Survey by Ms Joolinda Putri from Tip Top Consultants.

In addition, speakers from e2i, SPRING Singapore and Next U also shared on issues relating to productivity as follows:

• Inclusive Growth Programme by Mr Tan Wee How, e2i

• Customer-Centric Initiative (CCI) for Hospitality Sector by Mr Yip Chee Hung, SPRING Singapore

• Transformation through Sustainable Change by Ms Ruth Smith, Next U, Learning Hub

SHA, in partnership with Shatec Institutes participated in the Career 2011 Exhibition which was held from 3 – 6 March 2011 at Suntec Singapore.

The SHA / Shatec booth aimed to showcase “hotels as choice employers” and the “hotel industry as the place

Career 2011

SHA and Hotel Reservations (HR) are proud to announce that the HR counter at Terminal 3 of Changi Airport has been awarded the Changi Airport Group’s Outstanding Outlet Award (F&B and Services) for the fourth quarter of

2010. The award is given to concession outlets in recognition of providing excellence service to passengers at Changi Airport.

This is the fi fth time that Hotel Reservations (S) Pte Ltd has received this esteemed award since 2008.

Hotel Reservations will continue to provide assistance to passengers in fi nding accommodation and leaving Singapore with a memorable ‘Changi Experience’.

Outstanding Outlet Award for Hotel Reservations

to be for those who are passionate about working in the hospitality sector”.

A total of 642 vacancies from 34 hotels were compiled by SHA into a job vacancies booklet for distribution at the Career Fair. Approximately 1000 copies of the booklet were handed out to potential job seekers at the career fair.

SHA NEWS 5

HotelPartTimeJob.com.sg – A Step Forward!

The SHA casual job portal at www.HotelPartTimeJob.com.sg is now ready to take in job orders!

In a nut-shell, this portal contains a registry of candidates who are open to taking up casual work, and would be matched to hotels which have posted casual job assignments through the system.

Outreach efforts began as early as Sep 2010, more than six months ago to build up awareness of this registry. The various meetings and briefi ngs to schools, adults and self-help groups have helped to kick start the registration of candidates. More outreach programmes have been planned for the next few months to drive awareness and to help increase the pool of causal labour registrants on the portal.

A Step ForwardThe portal is now ready to accept registrations from hotel members of SHA.

Two briefi ng sessions have been scheduled for the membership. The fi rst is targeted at the directors of Human Resource while the second is for Directors of Food and Beverage.

Q1) What is HotelPartTimeJob.com.sg?

HotelPartTimeJob.com.sg is a portal administered by the Singapore Hotel Association (SHA) for the hotel industry. The portal focuses on matching casual workers* to ad hoc and short term assignments available in the hotel industry. One of the objectives of the portal is to provide opportunities to those who have the passion but are not able to take up full-time and permanent part-time positions due to current commitments.

* Casual workers are defi ned as those hired to work on an as-and-when-required basis and are paid by the hour.

Q2) What is the difference between HotelPartTimeJob.com.sg and any other manpower agency portal?

1. This portal is Singapore’s fi rst casual jobs website managed by an industry association – the Singapore Hotel Association (SHA).

2. Only casual jobs from SHA hotel members are offered through this portal.

3. HotelPartTimeJob.com.sg allows candidates to indicate the days and periods in which they are available for work.

4. The portal only focuses on short-term and ad hoc job assignments, otherwise known as casual work.

Learn More about HotelPartTimeJob.com.sg

SHA NEWS6

Singapore Green Hotel

Award 2011

SHA is pleased to inform that the nominations

for the 2nd Singapore Green Hotel Award are

now open.

The list of winning hotels will be announced in

July 2011.

Upcoming Activities and Projects

1. Carlton Hotel Singapore2. Capella Singapore3. Conrad Centennial Singapore4. Hilton Singapore5. Holiday Inn Singapore Orchard City Centre6. Mandarin Orchard Singapore7. Mandarin Oriental, Singapore8. Marina Bay Sands Pte Ltd9. Marina Mandarin Singapore10. One°15 Marina Club11. Orchard Hotel Singapore12. Raffl es Hotel (1886) Ltd13. RC Hotels (Pte) Ltd14. Resorts World Sentosa Singapore15. Shangri-La Hotel, Singapore16. Shatec Institutes17. Sheraton Towers Singapore Hotel18. Singapore Marriott Hotel19. Swissotel Merchant Court, Singapore20. The Regent Singapore21. The Sentosa Resort & Spa22. The St. Regis Singapore

The much anticipated annual soccer league is back again! Into its 29th year, the SHA Inter-Hotel Soccer League kicked off on 7 March 2011 at St. Wilfred Field with a total of 22 participating teams.

The participating teams for this year are as follows:

29th Inter-Hotel Soccer League Kicks-off!

SHA 50th Anniversary Celebration

SHA will be celebrating its 50th Anniversary with a gala dinner event on 9 June 2011 at Shangri-La Hotel Singapore. The Guest-of-Honour for the event is Deputy Prime Minister, Mr Teo Chee Hean.

Do join us for an enjoyable evening of gourmet delight and quality entertainment.

Contact SHA at secretariat@sha.org.sg or 6513 0233 to fi nd out more.

SHA NEWS 7

Team from Shatec Institutes: From Left Denise Yang, Mohd Tarmizi, Tan Jo Ring.

A team comprising 2 host mentors and 4 students from Shatec Institutes participated in the Chef on Parade 2011 held in February at Pasay City, Philippines. Through this competition, students

were exposed to global culinary skills and met up with international culinary experts.

The Shatec team competed in three categories – Cold Meat Buffet Platter, Market Basket Asian and Plated Dessert – and eventually clinched a Bronze in the Cold Meat Platter Freestyle category.

Three Shatec Institutes students from the Diploma in Hospitality Management programme competed in the fi nals of the Restaurant Service Category at ITE College West, held between 20 to 26 January 2011. This is one of the categories

of competition in Worldskills Singapore

During the competition, students showcased their skills to guests in areas such as lunch and dinner services, cocktail mixing and table-side preparation which included tossing the Caesar Salad, carving a whole chicken, de-boning a Dover Sole and fl ambéing Crepe Suzette. Despite the immense pressure, the students were able to put up an exceptional display of professionalism.

Our congratulations to Muhammad Tarmizi from DHM710B who was awarded a Silver Medal for his outstanding performance.

Organized by the Institute of Technical Education (ITE) with the support of fi ve Polytechnics, the WorldSkills Singapore is a nationwide skills competition to recognize some of the nation’s fi nest talents.

Shatec Team keeps Singapore fl ag fl ying high – Chef on Parade, Philippines

Cold Meat Buffet Platter by the Shatec Team.

WorldSkills Competition 2011

Chefs on Parade 2011

SHATEC INSTITUTES NEWS8

The Western Australia Oceanfest took place from 20-22 March 2011 in Perth. Three of our students represented Shatec Institutes in the Training Provider category.

For their outstanding display in the Cold category, our hosts Yeo Sheng Xiong, Roy Lim and Zara Kwan were awarded silver medals. Chef Daisy Cheong who was a member of the Singapore National Culinary Team, won a gold medal and the Best National Team Award.

Western Australia Oceanfest

Team from Shatec Institutes: From Left Jason Koh, Yeo Sheng Xiong, Matthew Yim, Louis Tay (National Team Manager), Samson Lim, Roy Lim and Zara Kwan.

Shatec Institutes organized an Open House on 19 February 2011, targeted at ‘O’ Level graduates and international students. In addition to campus tours, participants also got to witness the culinary showmanship by Shatec

students at the respective demonstration booths.

Shatec Institutes also invited the following speakers to share their experiences with the participants:

• Mr Steven Tay, Director of Talent Development, Human Resource, Holiday Inn Singapore Orchard City Centre

• Mr Ian Tan, Front of House Manager / Chief Concierge, The St. Regis Singapore

• Mr Leons Tan, Executive Sous Chef, Singapore Airlines • Ms Lucia Baron, Regional Manager, SEG, Swiss Education

Group

Shatec Institutes Open House Dessert showmanship by Shatec students.

Shatec Institutes (SI) and Swiss Education Group (SEG), an alliance of Switzerland’s top hospitality management schools; Swiss Hotel Management School (SHMS); Hotel Institute Montreux (HIM), and International Hotel and Tourism Training

Institute (IHTTI) signed an articulation agreement on 14 January 2011.

This will allow diploma management graduates from SI to transfer their course credits to the bachelor degree programmes in hospitality offered by SEG.

The signing ceremony was witnessed by the following industry partners:

Articulation Agreement Signing Ceremony

Mr Eric Brand, General Manager & Director of Operations, Amara Singapore

Mr Rainer Tenius, General Manager, Swissôtel Merchant Court

Prof Daniel Shumny, Adjunct Professor, University of Nevada Las Vegas

Ms Annika Richter, Regional Manager & Offi ce Manager, Swiss Education Group

SHATEC INSTITUTES NEWS 9

Course Duration Date Fees (SHA member / Non-SHA member)

Food and Beverage Operations and Management

WSQ Follow Food and Beverage Hygiene and Safety Policies and Procedures – English WorkshopTime : 9 am to 6 pm (theory) TBD Assessment

8.5 hrs

17 Jan, 31 Jan, 14 Feb, 28 Feb, 14 Mar, 28 Mar, 15 Apr, 29 Apr,

10 May, 27 May, 13 Jun, 27 Jun, 11 Jul, 25 Jul, 15 Aug, 29 Aug, 12 Sep, 26 Sep, 10Oct, 24 Oct,

14 Nov, 28 Nov, 12 Dec

S$135/ S$150 SDF Training Assistance

$59.50Absentee Payroll Funding

WSQ Follow Food and Beverage Hygiene and Safety Policies and Procedures – Mandarin workshopTime : 9 am to 6 pm (theory) TBD Assessment

8.5 hrs

13 Jan, 27 Jan, 17 Feb, 17 Mar, 31 Mar, 14 Apr, 28 Apr, 12 May,

26 May, 9 Jun, 23 Jun, 7 Jul, 21 Jul, 11 Aug, 25 Aug, 8 Sep,

22 Sep, 13 Oct, 27 Oct, 10 Nov, 24 Nov, 15 Dec

S$135/ S$150 SDF Training Assistance

$59.50Absentee Payroll Funding

Up-selling and Suggestive Selling Techniques for Food and Beverage StaffTime : 3 pm to 6 pm

9 hrs4 to 6 Apr,4 to 6 Jul

S$270 / S$300SDF Training Assistance: $18.00

Intermediate Certifi cate in Wines, Spirits and other Alcoholic Beverages (UK-WSET)Time : 9 am to 6 pm (theory) 1 pm to 4 pm (assessment)

17.5 hrs

8 to 10 Mar, 12 to 14 Apr,27 to 29 Sep,

1 to 3 Nov

S$650/ S$750SDF Training Assistance: $122.50

Absentee Payroll Funding

Advanced Certifi cate in Wines, Spirits and Other Alcoholic Beverages (UK-WSET)Time : 9 am to 6 pm (theory) 1 pm to 4 pm (assessment)

42 hrs22 to 28 Jun,

4 Jul (assessment)S$1500 / S$1750

SDF Training Assistance: $280

Basic Conversational English for Food and Beverage StaffTime : 3 pm to 6 pm

30 hrs20 Jun to 11 Jul

(Mondays, Wednesdays and Fridays)

S$430 / S$480

WSQ Catering ServiceTime : 2 pm to 6 pm TBD Assessment

315 hrs18 Jul to 22 Aug

(Mondays & Wednesdays)

S$580 / S$650SDF Training Assistance: $220.50

Absentee Payroll Funding

Lodging and Service Skills Development

Finance for Non-Finance Executives WorkshopTime : 2 pm to 6 pm (theory) 2 pm to 4 pm (assessment)

18 hrs24 to 30 May,16 to 22 Aug

S$260 / S$290SDF Training Assistance S$36

Event Management WorkshopTime : 2 pm to 6 pm (theory)

16 hrs 10 to 13 May S$360 / S$400

Room Revenue Management WorkshopTime : 9 am to 4 pm (theory) 9 am to 11 am (assessment)

14 hrs 11 to 12 Jul S$400 / S$450

Basic Conversational English for Housekeeping StaffTime : 3 pm to 6 pm

30 hrs10 to 31 Aug

(Mondays, Wednesdays and Fridays)

S$430 / S$480

WSQ Interact with Guests Time : 9 am to 6 pm TBD Assessment

17.5 hrs

7 to 9 Mar,25 to 27 Apr,20 to 22 Jun

S$360 / S$400SDF Training Assistance: $122.50

Absentee Payroll Funding

Culinary Arts

Simply Desserts – Introduction to Pastry and Baking

40 hrs18 Jun to 16 Jul

(Saturdays)S$925 / 1025

The Perfect Host Series – 3 Course Dinner made Easy

4 hrs 4 Jun S$108/S$118

The Perfect Host Series - Social Graces & Western Dining Etiquette Workshop

4 hrs18 Jun,3 Sep

S$108 / 118

The Perfect Host Series - Food and Wine Pairing Workshop

3 hrs25 Jul,1 Oct

S$118 / S$128

The Perfect Host Series – Mixology made Easy 2 hrs 6 Aug S$108 / S$118

The Perfect Host Series – English Tea Party 4 hrs 17 Sep S$108/S$118

The course calendar for Apr – Jun 2011 is presented below:

SHATEC INSTITUTES NEWS10

Earth Hour Initiatives at Royal Plaza on Scotts

On 26 March 2011 at 8.30pm, the lights at the façade of Royal Plaza on Scotts (including the RP logo) and the lobby were switched off, leaving only minimal emergency lights for the guests’ movement.

Lights at the lobby were also dimmed to the minimal, with the hotel’s signature candle installation lit up.

In support of Earth Hour 2011, Royal Plaza on Scotts went beyond the act of switching off lights in various areas hotel-wide to engaging guests in their green efforts. These include:

• Lights were also turned off at the hotel’s buffet restaurant, Carousel. Guests were invited to participate in the Earth Hour by lighting up the candles on their tables.

• An organic salad counter was added to go green on Carousel’s buffet counter.

• Guests were encouraged to switch off their room lights before leaving the room.

The hotel had also increased air-conditioning temperatures from the current 22°C to 24°C and will be sustaining this effort even after the Earth Hour. The adjustment is estimated to save the hotel between $35,000 to $45,000 a year.

Sunday for Sendai Charity Dinner

Lights off at lobby, Royal Plaza on Scotts.

Fairmont Singapore’s Japanese restaurant, Inagiku, played host to a highly successful Sunday for Sendai charity dinner on Sunday, 20 March, from 5pm to 10pm and raised more than $39,000 to help victims of the recent

disaster in Japan. A total of 185 diners showed their support in a meaningful evening wherein ALL revenue generated by Inagiku will be donated to the victims through the Singapore Red Cross Society.

Overwhelmed by the support from diners and guests, Inagiku’s General Manager, Mr Nobuhiko Sano, a native of Japan himself remarked: “I am usually calm in my many years at work. However, I am really touched and heartened by the outpour of support

provided by our guests to Japan and my countrymen. I am certain that these donations will reach the survivors and help alleviate their suffering. When we came up with the plan to host this event, we were only hoping to raise $25,000. I am very happy that we managed to raise much more donations. Our sincerest gratitude to all who made this a memorable evening.”

In addition, staff members at RC Hotels (Fairmont Singapore and Swissôtel The Stamford) also voluntarily contributed monetary support for the victims of these disasters. As of 21 March, over $14,000 has already been collected and will be handed over to the Singapore Red Cross Society.

Fairmont Singapore and Swissôtel The Stamford’s Charity Dinner at Inagiku raised over $39,000 to disaster victims in Japan

HOTEL CIRCUIT 11

Three teams representing Furama RiverFront sailed smoothly through the qualifying rounds of the Singapore National Restaurant Skills Competition (SNRSC) 2011, securing themselves places in the fi nals held at the Marina Mandarin on 29th March 2011.

During the fi nals, Louis Anak Bettie and Regine Palada Amoyo of The Square @ Furama emerged as champions of the competition. Mona Mae and Rose Anne of The Square @ Furama clinched the second spot while Lucas Tan and Fiona Lee, also from The Square @ Furama, took fourth placing.

The competition is held annually and organised by the Food & Beverage Managers’ Association Singapore (FBMA) in partnership with the Singapore Workforce Development Agency (WDA).

With support of industry partners and the Singapore Hotel Association, this competition tests the speed, product knowledge, professionalism and skills of participants in a variety of tasks, for example, Decorative Napkin Folds, Original Cocktail Creation as well as Synchronised Speed Table Setting.

Furama RiverFront Sweeps Top Honours at SNRSC 2011

Singapore Hotels Top People’s Choices

Organised by AsiaOne, Singapore Press Holdings’ news and lifestyle website, the People’s Choice Awards 2010 is a testament of the leading

brands and products in Singapore and Asia.

Award winners were selected via an online poll of about 120,000 votes, mainly from Singaporeans.

Congratulations to the following SHA members for being recognized as one of the Top Three People’s Choices at the award presentation ceremony which was held on 9 March 2011.

Award Category Top Three Choices*

Best Boutique Hotel in Singapore

Gallery Hotel (Winner)Studio M HotelThe Scarlet

Best Hotel in SingaporeThe Ritz-Carlton, Millenia Singapore (Winner)Shangri-La Hotel, SingaporeThe St. Regis Singapore

Best BuffetCarousel, Royal Plaza On Scotts (Winner – 2009 & 2010)Greenhouse, Ritz-Carlton

Best Chinese Restaurant Imperial Treasure, Marina Bay Sands* Top three choices include winner and fi nalists for the category

(Standing left to right) Louis Bettie, 1st placed Champion; Mr Cheong Hai Poh,

President of FBMA; Mr Lens Gwee, 1st Vice President of FBMA; Mona Mae, 1st Runner Up; Rose Ann, 1st Runner Up;

Mohamed Yazid, Restaurant Manager of The Square @ Furama.

(Seated left to right) Fiona Lee, 3rd Runner Up; Lucas Tan, 3rd Runner Up;

Regine Palada Amoyo, 1st placed Champion.

Winning 6 layered “The Rock” Coffee by Champions Louis Bettie & Regine Amoyo.

HOTEL CIRCUIT12

In commemoration of its 10th Year Anniversary, The Fullerton Hotel Singapore published The Fullerton Heritage: Where the Past Meets the Present. This book serves to celebrate and pay tribute to the heritage gems along Singapore’s signature waterfront that

had witnessed many defi ning moments of the city’s history, and have transformed in tandem with the city’s progress.

The ceremony held on 30 March 2011 was graced by Guest of Honour, Senior Minister Goh Chok Tong, who also offi ciated the opening of The Fullerton Hotel in 2001.

“With The Fullerton Heritage, we wanted to bring refreshed and relevant lifestyle choices to Singaporeans and travelers while upholding and sharing with guests the historical value and legacy of this signifi cant locale. The Fullerton Heritage is not only located at a historically signifi cant district. At the same time, this district is part of the dynamic developments of Marina Bay that are re-creating Singapore’s skyline,” said Mr. Giovanni Viterale, General Manager of The Fullerton Heritage. Mr Viterale added, “Where the Past Meets the Present encapsulates everything about what the precinct was, is today and will be. It aims to mark the progress of an area that is an important cornerstone in Singapore’s history.”

The launch of ‘The Fullerton Heritage: Where Past meets the Present’

Concorde Hotel Unveils its New Look

Deluxe Room at Concorde Hotel Singapore

Lobby – Concorde Hotel Singapore

Concorde Hotel Singapore welcomes guests with a new look with the completion of their revamp in February 2011.The hotel-wide refurbishment works included:

• Hotel Lobby• Business Centre• Welcome Lounge • Spices Café • Premier Lounge • Gym

• All 407 guest rooms:- Deluxe rooms (previously known

as Executive Rooms during the refurbishment transition)

- Executive Rooms (rooms with balcony)- Premier Club Rooms - Premier Suites

HOTEL CIRCUIT 13

Tourism Performance for February 2011

*Highest Growth

Key Statistics Performance % ∆ (fr. Feb 2011)

Visitor Arrivals 990,000 15.4%

Visitor Days 3.7 million 12.7%

Average Occupancy Rate (AOR) 83% 3.1%

Average Room Rate (ARR) $220 18.3%

Revenue Per Available Room (RevPAR) $183 14.2%

Hotel Room Revenue $159million 19.1%

The latest tourism statistics from Singapore Tourism Board for February showed a strong performance, with visitor arrivals in February 2011 registering 15.4% growth and taking the total arrival number to 990,000 – highest ever

recorded for the month of February.

Overall, the performance indicators displayed positive results as summarized in table 1.

Out of the top 15 markets, Hong Kong, Philippines and Japan recorded the highest growth.

Key Statistics AOR (%) for Feb ARR ($) for Feb REVPAR($) for

Feb

2011 2010 2011 2010 2011 2010

Luxury 81 78 359 346 292 269

Upscale *84 80 248 229 209 183

Mid-Tier 85 83 177 174 149 124

Economy 77 77 *107 85 *83 66

Overall 83 80 220 200 183 161

Performance by Hotel Tier (Feb 2011)

Overall, of the four hotel tiers, the ‘Economy’ hotel tier did well in February 2011, posting the greatest improvement over February 2010 for

both Average Room Rate (ARR) and Revenue per Available Room (RevPAR). The ‘Upscale’ Hotels also fared well, scoring the highest percentage increase in Average Occupancy Rate (AOR).

Table 1 : February 2011

A Record Tourism Performance for 2010

Key Statistics Jan-Dec 2010 Jan-Dec 2009 Year-On-Year % △

Visitor Arrivals 11.6 million 9.7 million 20 %

AOR 86.0% 76.0% + 9.8 pt

ARR $212 $190 12.2%

RevPAR $186 $146 18.6%

Total Room Revenue $1900 mil $1,557 mil 21.8%

Key Snapshots:● Tourism receipts for 2010 hit a record high of S$18.8billion, a 49% increase over 2009.● Visitor arrivals to Singapore reached 11.6 million, a 20% growth over 2009.● Gazetted hotel revenue was estimated at S$1.9 billion in 2010, up by 21.8% against 2009.● All hotel tiers posted growth in AOR, ARR and RevPAR.

STB’s Tourism Forecast for 2011

At the Tourism Industry Conference on 22 March 2011, Mr S Iswaran, Senior Minister of State for Trade and Industry and Education announced STB’s

forecast of between 12 to13 million in visitor arrivals and S$22 to S$24 billion in tourism receipts for 2011.

The forecast is made based on the strong growth for Singapore’s Tourism in 2010.

*Highest Growth Source : Singapore Tourism Board

TOURIST TRACKS14

Calendar of Conventions & Exhibitions (Apr – Jun 2011) (Source: STB Calendar of Events)

Date:From To

Events:

04 Apr 07 Apr IFRS for Oil & Gas, Application of Key Standards & Update

04 Apr 06 Apr 2nd Annual Ageing Asia Investment Forum 2011

05 Apr 07 Apr Offshore Patrol Vessels Asia-Pacifi c 2011

11 Apr 13 Apr FPSO 2011

11 Apr 13 Apr 3rd Annual Offshore Support Vessels

14 Apr 17 Apr14th ASEAN Paediatric Congress 2011 and 3rd Asian Paediatric Otolaryngology

22 Apr 24 Apr Asia Dive Expo 2011

03 May 03 May Mobile Marketing Association Forum

11 May 13 May SEMICON Singapore 2011

12 May 14 May East Asian Architectural Culture International Conference 2011

12 May 15 May Boat Asia

20 May 22 May National Achievers Congress

21 May 26 May Saturday in Design Singapore

26 May 28 May Asian Festival of Children’s Content (AFCC) 2011

30 May 01 Jun Redesigning Pedagogy International Conference

05 Jun 09 Jun World Leadership Conference 2011: Asia-Pacifi c towards Rio+20

05 Jun 12 Jun ScreenSingapore 2011

20 Jun 24 Jun World Vaccine Congress Asia 2011

21 Jun 24 Jun CommunicAsia 2011

21 Jun 24 Jun EnterpriseIT 2011

21 Jun 24 Jun BROADCASTASIA 2011

23 Jun 25 Jun CG Overdrive 2011

TOURIST TRACKS 15

THE SHA ASSOCIATE MEMBERS

THE SHA HOTEL MEMBERS

(as at 31 March 2011)

Hilton SingaporeHoliday Inn Atrium SingaporeHoliday Inn Singapore Orchard City CentreHotel 1929Hotel 81 (DICKSON)Hotel 81 (GEYLANG)Hotel 81 (STAR)Hotel Fort Canning SingaporeHotel Grand CentralHotel Grand ChancellorHotel Grand Pacifi cHotel Miramar (S) LtdHotel Re! @ Pearl’s HillHotel RoyalHotel Royal @ QueensHotel Supremeibis Singapore on Bencoolenibis Singapore NovenaInnotel HotelKlapsons, The Boutique HotelInterContinental SingaporeLandmark Village HotelLink HotelLion City HotelM Hotel SingaporeMandarin Orchard SingaporeMandarin Oriental, SingaporeMarina Mandarin SingaporeMoon HotelMovenpick Heritage Hotel SentosaNaumi HotelNew Majestic HotelNostalgia HotelNovotel Clarke Quay SingaporeOrchard HotelOrchard Parade HotelPan Pacifi c Orchard

Pan Pacifi c SingaporeParamount HotelPark Hotel Clarke QuayParkroyal on Beach RoadParkroyal on Kitchener RoadPeninsula Excelsior hotelPerak HotelQuality Hotel SingaporeThe Quincy HotelRaffl es HotelRasa Sentosa Resort, SingaporeThe Regent SingaporeRELC International HotelRendezvous HotelThe Ritz-Carlton, Millenia SingaporeRiver View HotelRobertson Quay HotelRoyal Plaza on ScottsThe SaffThe Scarlet HotelThe Sentosa Resort & Spa – A Beaufort HotelShangri-La HotelSheraton Towers SingaporeSingapore Marriott HotelSloane Court HotelSouth-East Asia HotelThe St Regis SingaporeStudio M HotelSwissotel Merchant Court, SingaporeSwissotel The Stamford, SingaporeTraders HotelValue Hotel - ThomsonWanderlust HotelWangz HotelYork Hotel

One°15 Marina ClubOrchid Country ClubPasta Fresca Da Salvatore Pte LtdPernod Ricard Singapore Pte LtdPinedale Trading Pte Ltd Republic of Singapore Yacht ClubRepublic Plaza City Club (S) Pte LtdResorts World at Sentosa Pte LtdSedona Hotels InternationalSerangoon Gardens Country ClubSia Huat Pte LtdSIHS Pte LtdSimmons (Southeast Asia) Pte LtdSingapore Exhibition ServicesSingapore Food Industries (Pte) Ltd

Singapore Island Country ClubSingapore Meritus International Hotels Pte LtdSingapore Recreation ClubSingapore Swimming ClubSingapore Telecommunications LimitedSomerville (Singapore) Pte LtdStarhub LtdThe Tanglin ClubTourism Management Institute of SingaporeTrane SingaporeUnilever Singapore Pte LtdUnited Engineers Developments Pte LtdYHS (Singapore) Pte LtdZouk Management Pte Ltd

Albert Court Village HotelAmara SingaporeAmara Sanctuary Resort SentosaAscott Raffl es Place SingaporeBayview Hotel SingaporeBeach HotelBencoolen HotelBerjaya HotelBest Western Jayleen 1918Broadway HotelCapella Hotel, SingaporeCarlton HotelChangi Village Hotel – A Far East HotelConcorde Hotel SingaporeConrad Centennial SingaporeCopthorne King's Hotel SingaporeCopthorne Orchid Hotel SingaporeCrowne Plaza Changi AirportThe Elizabeth HotelFairmont SingaporeFestive HotelFortuna HotelFour Seasons HotelFragrance Hotel - RubyFragrance Hotel - SapphireThe Fullerton HotelThe Fullerton Bay Hotel SingaporeFurama City Centre SingaporeFurama RiverFront SingaporeThe Gallery HotelGoodwood Park HotelGrand Copthorne Waterfront Hotel SingaporeGrand Hyatt SingaporeGrand Mercure Roxy HotelGrand Park City HallGrand Park OrchardHangout @ Mount Emily

The American Club SingaporeAuric Pacifi c Marketing Pte LtdBatam View Beach ResortCareerStar International Pte LtdCosta Sands Resort (Downtown East)Diners Club (S) Pte LtdGRID Communications Pte LtdHPL Hotels & ResortsInstitute of Technical Education (ITE)International Executive Education Center Pte LtdJack’s Place Holdings Pte LtdKriston Food & Beverage Pte LtdMarina Bay Sands Pte LtdNanyang PolytechnicNeo Group Pte Ltd