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The Journey

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Today was the day of our showcase and it also marked the end of our Career and Professional Development (CPD) module. This whole 13 weeks have been a valuable and rewarding journey as I feel that I have grown as a person and forge new friendships. This could not have been possible without my friends and Professor Brad. Although the module has ended but our journey has just started.  During the 13 weeks, my team consisting of Swathi, Christine, Chery and I had to identify a service gap and come up with a training video to address it. We decided to touch on the spa industry as we had common experiences and problem identified. The journey was not easy as we had to film a training video and recommend a solution to address the problem. There were ups and down but we grew stronger as a team as we found out our strengths and weaknesses. We became more bonded and we enjoyed the process of this project.  During the day of our presentation, I was assigned to present our solution, ‘The C
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Critical Reflection on "Skills on Wheels"

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The two modules that I have completed on Skills on Wheels were ‘Building Relationship’ and ‘Present Effectively’. Both modules came close to a perfect score. The reason why I chose these two modules is due to the relevance with my work environment. As I am in the hospitality industry, it is all about making connections with people. Thus, it is essential to portray yourself well so as to leave a good first impression.  Module 1: Building Relationship Through this module, I have learnt the importance of building relationship with people and  applying the approach, Self-Esteem, Empathy, Engagement and Disclosure (SEED), during personal interactions. This is useful as now I would know how to empathise with people to sustain the relationship. Besides on a personal level, the module also provided another approach, ‘L.E.A.R.N’ which focuses on communicating with superiors and colleagues. Hence, this approach will be applicable when I go for my internship.   Module 2: Present Effe
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Final Synopsis

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1.       Introduction This report discusses the shortfall in personalized services provided in Singapore Spas and how the service standards lag behind when compared to Thailand. The comparison is made as Thailand is regarded as one of the most competent nations in the wellness industry with the highest growth potential in Asia (Sritama, 2015). 1.1    Workplace Context    According to the Global Wellness Economy Monitor, the wellness industry which consists of spa and fitness elements, has grown by 12.8% in the past two years, from a $3.7 trillion market in 2015 to $4.2 trillion in 2017 (Global Wellness Institute, 2018). Similarly, the spa industry in Singapore is experiencing a positive outlook. There are over 400 spa centres in Singapore, with an increase in demand for spa services (Chapman, 2017). Similar to other service businesses, spas are also expected to provide exceptional customer services. However, Singapore is typically not mentioned as a country with a stro
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Synopsis Draft 1 (Cheryl, Christine, Tricia & Swathi)

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1.       Introduction This report discusses the average service standards in Singapore’s spa industry and how the Singapore’s spa service standards lag behind when compared to the amicable service standards in Thailand, also known as Asia’s most hospital country ( incite ). The team would explore the service gaps in Singapore Spas through a case study on Banyan Tree Spa. Through his case study, the team aims to incorporate an ideal framework on personalized services in Singapore Spa operations and ultimately enhance its service standards. Personalized services include a high touch, low tech element which focuses on service excellence greatly. 1.1 Workplace Context (Spa industry background) According to Global Wellness Economy Monitor, the wellness industry has grown by  12.8% in the past two years from a $3.7 trillion market in 2015 to $4.2 trillion in 2017  ( Global Wellness Institute, 2018 ). Similarly, the spa industry in Singapore is seeing a  positive
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Service Recovery Email

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Dear Mrs. Rebekah Trauman, Thank you for you feedback regarding your stay in our hotel. I sincerely apologize for the inconvenience that you experienced while staying with us. We always strive to provide the best service to our guests and we regret that you had a less than satisfactory experience. We have reached out to the relevant departments involved and we will take the necessary actions to ensure this does not happen again. With regards to the breakfast issue, we are sorry for the miscommunication and we will refund you the amount within 30 days. I want to thank you again for bringing this issue to our attention. We are always looking for ways to better our service, and your feedback is an invaluable part of the process. Should you need any help in the future, please do not hesitate to contact us again, as i will be very happy to assist you with anything that you need. Sincerely, MSS Hotel
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Interpersonal Communication Problem

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An interpersonal communication problem that I had experienced was during my internship at my workplace. This issue involved my colleague and the guests. As a Guest Service Officer, my main responsibilities were mainly checking ins and outs and assisting with guests request.  One day, I assisted with a tour group check in. The tour guide requested for a wake up call for his group at 5.45am as they have an early flight to catch two days later.  However, I heard wrongly and thought the wake up call was meant for tomorrow. Hence, I proceeded with the necessary arrangement. As i was in a hurry for a dinner appointment, I passed the message to my colleague and requested for her help to make the arrangement for the wake up call.  When I return to work the next day, my colleague was furious at me as she had received a few complaints from the guests. She explained that the guests were unhappy as the wake up call was not meant for that day. I felt so guilty that day as it wa
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Formal Self Introduction Email

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To: Brad Blackstone From: Tricia Tan Date: 21 January 2019 Subject: Self Introduction Dear Brad,   I am Tricia Tan, currently studying in Singapore Institute of Technology (SIT) undertaking a degree in Hospitality Business. Prior to this, I was studying at Serangoon Junior College.   I had my first work experience in the hotel industry when I did my industrial attachment with SIT. I had my internship at Shangri-la Hotel as a front office trainee. As I had no relevant experience, working in the front operation was tough at the start. I made many mistakes along the way. Thankfully, my colleagues were there for me and assisted when I needed help. I grew a lot in person as I took every mistake as a learning curve.   Overall, this work experience has opened up my horizon with regards to the hotel industry in terms of how the hotel operates. Furthermore, it made me realised the importance of clear and effective communication between guest as well as various departments.    Given that commun
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