 Standing
Out in the Crowd
The
colonial post office in Singapore’s financial
district has been transformed into the luxurious Fullerton
Hotel.
I worked with the first management team to craft vision,
mission and value statements that stand out in a crowded
hospitality market.
The vision is bold and clear: ‘To be the best
independent hotel in the world.’
The mission is brief yet potent: ‘The Fullerton
Hotel is an inspiration in the heart of Singapore.’
The core values are a trio of direction and motivation:
Loyalty: to guests, to the hotel, to each other,
to the hotel industry, to Singapore.
Energy: being
proactive, taking the initiative, showing enthusiasm,
living and working with zest.
Growth: career
growth, personal growth, growth of top-line revenue
and bottom-line profits, growth of the hotel’s
reputation.
Key Learning Point
A few words can
make a big difference. If you worked in the hospitality
industry, would you be keen to learn more about this unique
hotel? Of course! If you travel to Singapore, would you
like to spend a few nights in their care? Absolutely.
If you live in Singapore, would you host a dinner or plan
a meeting at a location that promises to be `an inspiration'?
You bet.
Action Steps
Make sure the vision,
mission, core values and guiding principles of your organization
are at least this clear, motivating and effective. Make
it so and you will grow.
Next Article in Customer Service Vision >>
A Promise to Remember
First Article in Tips for Trainers >>
Ten Ways to Maximize the Impact of Training
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Ron Kaufman is an internationally acclaimed customer service training educator for quality service.
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