FOR IMMEDIATE RELEASE
Singapore Tourism Awards 2021: 34 individuals and organisations celebrated for outstanding contributions during COVID-19
Singapore, 23 Jul 2021 – 34 individuals and organisations were recognised this evening at the Singapore Tourism Awards 2021 for their achievements in providing innovative and outstanding experiences and services, even in the midst of the COVID-19 pandemic.
Organised by the Singapore Tourism Board (STB), the virtual edition of the Singapore Tourism Awards was graced by Minister for Trade and Industry Mr Gan Kim Yong.
STB Chief Executive Mr Keith Tan said, “In the toughest year the tourism sector has ever endured, we are inspired by the efforts of all our award finalists and recipients to transform their business models and appeal to new audiences. As we prepare to welcome international travellers back to Singapore in a safe and calibrated way, it is crucial for our tourism businesses to maintain this spirit of resilience and creativity. We hope they will continue to innovate and create new products and experiences that will ensure that Singapore remain a top destination for both leisure and MICE visitors.”
There were 77 finalists1 nominated for the Experience Excellence, Enterprise Excellence and Customer Service categories this year, and three new awards have been added to the Special Recognition Category – Special Award for Sustainability, Special Award for Most Exemplary Employer and Special Award for Community Care (Business and Individuals).
Nine recipients for Special Recognition
1 Finalists were selected by STB from nominations submitted by businesses and stakeholders, based on their achievements in 2020
Page 1 of 20
Seven organisations and two individuals were honoured under the Special Recognition category.
Special Award for Sustainability
Mandai Park Holdings and Resorts World Sentosa were each awarded the Special Award for Sustainability for their contributions to environmental sustainability.
• For many years, Mandai Park Holdings (MPH) has displayed leadership in conservation and sustainability. Through its various entities, the organisation has supported over 50 local and regional conservation projects, contributing to species conservation efforts. MPH has also reduced its carbon footprint by 30 per cent through various initiatives, including sourcing its animal feed from more sustainable sources. Additionally, MPH reused 25 tonnes of horticultural waste in 2020 as part of its waste management efforts.
• Resorts World Sentosa excelled in its use of technology for energy and water conservation. Its award-winning District Cooling Plant that supplies chilled water to air conditioning systems across the resort is one of the most energy-efficient district chilled water supply systems in Singapore. The organisation has also adopted a rainwater harvesting system for general landscaping purposes on its premises. Joining in the national effort towards a Zero Waste Nation, Resorts World Sentosa ceased providing single-use plastic straws and sales of single-use plastic water bottles, saving approximately 130 tons of plastic waste annually.
Special Award for Most Exemplary Employer
Wildlife Reserves Singapore and Gardens by the Bay were each conferred the Special Award for Most Exemplary Employer for developing and implementing impactful policies to retain and retrain employees during the pandemic.
Page 2 of 20
• Wildlife Reserves Singapore (WRS) formed the Company Training Committee between the unions and the organisation to review and redesign work processes, bridge identified skills and training gaps and refine training initiatives to increase employees’ proficiency levels. It also offered extensive support to staff who were affected by Malaysia’s Movement Control Order, such as providing temporary shelter and helping them secure Stay-Home Notice (SHN) lodging. WRS was mindful of staff well-being during this pandemic and launched the CARElephant Programme which offers online counselling. A MandaiCares Hardship Fund was also established to help employees facing financial hardship.
• Gardens by the Bay established a Central Pool Scheme to cross-train staff, so they can take on a variety of responsibilities across different departments and adapt to new roles. With Gardens by the Bay moving towards becoming a smart garden, staff are upskilled in new technologies that not only enhance efficiency in operations but also create value-added roles.
Special Award for Community Care (Business and Individuals)
Marina Bay Sands, Resorts World Sentosa and SATS-Creuers Cruise Services Pte Ltd (SCCS) & Star Cruises received the Special Award for Community Care (Business) for stepping up as leaders for positive change during the pandemic and displaying care and selflessness for the wider community.
• Marina Bay Sands mobilised its workforce and resources to help numerous beneficiaries. For instance, 48 hours after Singapore's Circuit Breaker was announced in April 2020, restaurants across the property rallied together to donate 15,000kg of food and produce to The Food Bank Singapore. The organisation also engaged more than 300 employees to assemble 10,000 care kits for low-income families and migrant workers, which was completed over a 24-hour period.
• Resorts World Sentosa involved all of its business units to set up and run Community Care Facilities (CCF) for COVID-19 patients, recruiting more than 2,000 volunteers to
Page 3 of 20
ensure smooth operations. More than 34,000 COVID-19 patients benefited from the organisation’s successful management of the CCFs.
• SCCS and Star Cruises provided temporary accommodation on SuperStar Gemini & SuperStar Aquarius for over 8,000 migrant workers who had recovered from COVID- 19. The organisations also went the extra mile to cater to the welfare of the migrant workers, creatively transforming terminal spaces to set up medical facilities and facilitate services such as free haircuts.
Ian Soh from Mandarin Oriental, Singapore and Loo Sew Min from Resorts World Sentosa were recognised for their acts of selflessness with the Special Award for Community Care (Individuals).
• Ian displayed strong leadership when implementing Standard Operating Procedures at the designated CCF managed by Mandarin Oriental, Singapore. He ensured all members were trained and familiarised with the procedures, which enabled the smooth operation of the CCF.
• Sew Min demonstrated a sense of community as a volunteer in the high-risk areas in Resorts World Sentosa’s CCFs. These areas housed thousands of COVID-19 patients. With his passion for birds, Sew Min also actively volunteers for events, including conducting virtual sessions at elderly care facilities, schools and community centres to educate the public on birds.
Twenty-five recognised as the most outstanding in the tourism sector
A total of 25 individuals and organisations were also honoured for their outstanding achievements across the three award categories of Customer Service, Experience Excellence and Enterprise Excellence.
In particular, Xperience DMC’s Fascinating World of Aviation PLUS Exclusive Hangar tour was named Outstanding Tour Experience under the Experience Excellence (Leisure) award
Page 4 of 20
category, for presenting Singapore’s unique aviation history with a special focus on Seletar Aerospace Park.
Lloyd’s Inn Singapore was also recognised for its Outstanding Hotel Experience under the Experience Excellence (Leisure) award category. The hotel engaged in multiple cross-sector collaborations with retailers and specialists, to provide guests with new experiences that focused on sustainability, wellness and mental health.
Please refer to: • Annex A for a full list of the award recipients and finalists of the Singapore Tourism Awards 2021 • Annex B for citations for the Special Recognition award categories
Photo highlights from the awards ceremony will be available here from 23 Jul, 2200h. Please credit the images to Singapore Tourism Board.
End
For more information and interview requests, please contact: Paige Lee Senior Manager Communications Singapore Tourism Board Email: [email protected] or call the STB Media Hotline at + 65 9011 2071
About the Singapore Tourism Awards
Organised by the Singapore Tourism Board (STB), the Singapore Tourism Awards brings together Singapore's tourism sector to celebrate individuals and organisations that best deliver exceptional experiences and achieve enterprise excellence. The Awards is an integral part of STB's efforts to raise the Singapore tourism sector's competitiveness by motivating
Page 5 of 20
organisations and individuals to create compelling experiences or adopt best practices. For more information, visit www.singaporetourismawards.com.
About the Singapore Tourism Board
The Singapore Tourism Board (STB) is the lead development agency for tourism, one of Singapore’s key economic sectors. Together with industry partners and the community, we shape a dynamic Singapore tourism landscape. We bring the Passion Made Possible brand to life by differentiating Singapore as a vibrant destination that inspires people to share and deepen their passions.
More: www.stb.gov.sg or www.visitsingapore.com | Follow us: facebook.com/STBsingapore or linkedin.com/company/singapore-tourism-board
Page 6 of 20
ANNEX A
The Singapore Tourism Awards 2021 Finalists and Recipients
Customer Service Excellence
Calantog Gain Mark Olmedo (Recipient) Certis Aviation Security
Han Jun Certis Aviation Security
Customer Service Excellence for
Attractions Limbaring Irene Grace Yonson Certis Aviation Security
Nur Iyliani Binte Razali Sentosa Development Corporation
Freida Ng Li Qi (Recipient) Quincy Hotel, Far East Hospitality
Sofia Muju Franklin Rendezvous Hotel Singapore Customer Service Excellence for Hotels Suresh Kumar Amara Sanctuary Resort Sentosa and Amara Singapore, Amara Holdings
Yong Ching Yi Yvette (Recipient) The Seacare Hotel, Seacare Co-operative Ltd
Page 7 of 20
Ashley David Towpich Resorts World Sentosa
Marie Abegail Jumao-as Customer Service Excellence for RC Hotels, Fairmont Singapore Food and Beverage
Ryan Haque Doulay Sofitel Singapore Sentosa Resort and Spa
Sobresida Gina Lubos (Recipient) 25 Degrees Burgers & Liquor Bar, GCH Pte Ltd
Abdul Qadir Bin Minhat (Recipient) Resorts World Sentosa
Chansey Tan Hui Ting Customer Service Excellence for Resorts World Sentosa Retail Jimmy Goh Qi Zhen Lagardère Travel Retail Singapore
Muhammad Azhar Bin Mohd Zulkifli Resorts World Sentosa
Gowri D/O Veren (Recipient) SMRT Trains
Joy Rajagopal Customer Service Excellence for SMRT Trains Transport Subramaniam S/O Rajoo SMRT Roads
Voon Boon Hin SMRT Roads
Page 8 of 20
Colin Goh Zhen Yu (Recipient) Let’s Go Tour Singapore
Darius Phee Customer Service Excellence for Monster Day Tours, Woopa Travels Tourist Guiding Robin Loh Let’s Go Tour Singapore
Tan Jun Wei (Jeff) (Recipient) Monster Day Tours, Woopa Travels
Page 9 of 20
Experience Excellence (Leisure)
Canopy Park, Jewel Changi Airport Jewel Changi Airport
Kiztopia (Recipient) Kiztopia Pte Ltd
Outstanding Attraction Experience National Gallery Singapore National Gallery Singapore
S.E.A. Aquarium™ Resorts World Sentosa
Good Luck Beerhouse Good Luck Beerhouse
Outstanding Casual Dining Jigger & Pony (Recipient) Experience Jigger & Pony
Slake (Recipient) Slake Pte Ltd
Odette The Lo & Behold Group
Outstanding Fine Dining Restaurant Labyrinth Experience Restaurant Labyrinth
Zén (Recipient) Frantzén Group
Page 10 of 20
Duxton Reserve Singapore, Autograph Collection Marriott International
Lloyd’s Inn Singapore (Recipient) Outstanding Hotel Experience Lloyd’s Inn Singapore
Shangri-La Rasa Sentosa, Singapore (Recipient) Shangri-La International
Jewel Changi Airport (Recipient) Outstanding Shopping Mall Experience The Shoppes at Marina Bay Sands Marina Bay Sands
Bukit Brown at Sunset Jane’s Singapore Tours Pte Ltd 牛车水 Murders (Chinatown Murders) (Recipient) Tribe Pte Ltd Outstanding Tour Experience Fascinating World of Aviation PLUS Exclusive Hangar Tour (Recipient) Xperience DMC Pte Ltd
Let’s Go Kelong Experience Let’s Go Tour Singapore Pte Ltd
Culture Cartel Digital 2020 Outstanding Leisure Event Culture Cartel Pte Ltd
Page 11 of 20
Standard Chartered Singapore Marathon 2020 (Recipient) IRONMAN Asia Pte Ltd
Experience Excellence (MICE)
Outstanding Event Venue Sands Expo and Convention Centre (Marina Bay Experience Sands)
Milken Institute Asia Center (Recipient) for Milken Institute Asia Summit 2020
Outstanding Event Organiser
Messe Berlin (Singapore) Pte Ltd (Recipient) for TravelRevive
IEEE International Conference on Computational Electromagnetics (ICCEM) Resorts World Sentosa Outstanding Business Event
Singapore Airshow 2020 (Recipient) Experia Events Pte Ltd
Enterprise Excellence
Outstanding Marketing Idea Virtual Sentosa (Recipient) Sentosa Development Corporation
Page 12 of 20
“Make Time For A Holiday” Campaign Sentosa Development Corporation
Doraemon’s Time-Travelling Adventures in Singapore National Museum of Singapore
No Scream Challenge (Recipient) Skypark Sentosa by AJ Hackett (Bungy Holdings Singapore Pte Ltd)
Aqua Gastronomy Resorts World Sentosa
Marina Bay Sands Outstanding Business Innovation Pico Art International Pte Ltd
Zouk Clarke Quay Pte Ltd (Recipient)
Page 13 of 20
Special Recognition Awards
Category Finalist
Mandai Park Holdings (Recipient)
Marina Bay Sands Special Award for Sustainability Paya Lebar Quarter
Resorts World Sentosa (Recipient)
Capella Hotel, Singapore
Far East Hospitality Management
Gardens by the Bay (Recipient) Special Award for Most Exemplary Employer Marina Bay Sands
Wildlife Reserves Singapore (Recipient)
Special Award for Community CapitaLand Care
Page 14 of 20
(Business and Individuals) Mandarin Oriental, Singapore
Marina Bay Sands (Recipient)
Ian Soh (Recipient) Mandarin Oriental, Singapore
Loo Sew Min (Recipient) Resorts World Sentosa
One Farrer Hotel
Resorts World Sentosa (Recipient)
SATS-Creuers Cruise Services Pte Ltd (SCCS) & Star Cruises (Recipient)
Shangri-La Singapore
Shangri-La Rasa Sentosa, Singapore
*All listings are in alphabetical order as at 23 July 2021
Page 15 of 20
ANNEX B
Citations for Special Recognition Recipients
Special Award for Sustainability
Mandai Park Holdings
Mandai Park Holdings (MPH) oversees the business and strategic development of Wildlife Reserves Singapore (WRS), the operator of Singapore’s zoological parks – Jurong Bird Park, Night Safari, River Safari and Singapore Zoo. MPH is also driving the rejuvenation of the Mandai precinct into an integrated nature and wildlife destination, through its development arm, Mandai Park Development (MPD).
Resorts World Sentosa
Resorts World Sentosa, Asia’s premium lifestyle destination resort, is located on Singapore’s resort island of Sentosa. As one of the largest integrated resorts in the world, Resorts World Sentosa is dedicated to identifying and mitigating the negative impacts that its facilities and operations have on the environment. Resorts World Sentosa continuously seeks improvements in its environmental conservation efforts, especially in energy savings, water conservation, reducing waste and pollution, educational outreach and maintaining
biodiversity.
Page 16 of 20
Special Award for Most Exemplary Employer
Wildlife Reserves Singapore
Wildlife Reserves Singapore (WRS) is dedicated to the management of world-leading zoological parks—Jurong Bird Park, Night Safari, River Safari and Singapore Zoo—that aim to inspire people to value and conserve biodiversity by providing meaningful and memorable wildlife experiences. Throughout the pandemic, WRS has retrained and retained employees by providing opportunities for staff to be cross- deployed to new roles while simultaneously alleviating manpower constraints. WRS also launched a series of virtual innovation tools workshops for the non-essential services teams during the Circuit Breaker. The workshops equipped participants to employ creative solutions to improve guest experience in the parks. Active and frequent staff communication from senior management team have kept employees well-informed and allayed staff anxieties about job security and their wellbeing. In addition, a MandaiCares Hardship Fund was established to help employees facing financial hardships.
Gardens by the Bay
One of Asia’s foremost garden destinations, Gardens by the Bay is a premier horticultural attraction that showcases the best of garden artistry.
Amidst uncertainties in the economic and labour market outlook due to the pandemic, Gardens by the Bay took the bold step of planning for the long term by embarking on an
Operation and Technology Roadmap to strengthen its workforce and build resilience in its business strategies.
Page 17 of 20
Special Award for Community Care (Business and Individuals)
Marina Bay Sands
Marina Bay Sands is committed to strengthening the social fabric of Singapore and leaving a positive impact in the community. Sands Cares, the organisation’s community engagement programme, aims to drive impact and inspire change through providing shelter, food and services to vulnerable communities; supporting education and employment in the hospitality industry; promoting and preserving culture and heritage; as well as supporting disaster resiliency. With an employee population of close to 10,000 in Singapore, Marina Bay Sands’ team members have formed the force of good behind multiple community projects, over the last 10 years, giving back over 62,000 volunteer hours to the community. Marina Bay Sands also displayed a high degree of leadership in encouraging positivity by leveraging its iconic building to stand united in solidarity with Singapore’s fight against COVID-19. Working with Singapore Tourism Board for the SG United light up, the Sands SkyPark and ArtScience Museum were lit up every evening from April – June 2020, as a beacon of hope to the community and the nation. Resorts World Sentosa
Resorts World Sentosa displayed an exceptional level of commitment beyond their own organisation and displayed selflessness to help others during the pandemic. RWS involved all business units in the set-up and running of the Community Care Facilities. The Senior Management
Page 18 of 20
showed exemplary leadership and initiative to ensure staffs’ buy-in, recruiting more than 2,000 volunteers for the CCFs.
RWS not only ensured a smooth operation from a logistics point of view, but also cared for the psychological well-being of residents.
SATS-Creuers Cruise Services Pte Ltd (SCCS) & Star Cruises
SCCS and Star Cruises provided temporary accommodation on SuperStar Gemini & SuperStar Aquarius for over 8,000 migrant workers who had recovered from COVID-19 over a period of 5 months. Additionally, both organisations worked together and went the extra mile to cater to their welfare, creatively transforming terminal spaces to set up medical facilities, remittance service booths and facilitate services such as free haircuts by volunteers, exercise activities and ice cream distribution.
Ian Soh, Mandarin Oriental, Singapore
Ian Soh had faced the daunting task of implementing SOPs at the Designated Community Care Facility managed by Mandarin Oriental, Singapore. Ian’s role to ensure that his team members are trained and familiarised with procedures displayed a high degree of leadership in encouraging positive change. Ian Soh displayed a high degree of selflessness in the execution of his role in the Designated Community Care Facility.
Page 19 of 20
Loo Sew Min, Resorts World Sentosa
Loo Sew Min selflessly volunteered to represent Resorts World Sentosa in ‘red zone’ (high risk) areas in its Community Care Facilities, when thousands of residents were housed. That was during the time when there was also a high degree of public uncertainty regarding the facility given its unprecedented nature. With his passion for birds, he is also actively volunteering his time in the old folks’ home, schools, GRC, CC, and RC events, to educate the public on birds and he is committed to continue this effort under the current situation through online sessions.
Page 20 of 20