Inaugural award category to recognise gracious guests

Speech by Mr Lawrence Wong, Acting Minister for Culture, Community and Youth at the National Kindness Award - Service Gold 2013 presentation ceremony

Dr William Wan, General Secretary of the Singapore Kindness Movement 
Mr Allen Law, 2nd Vice President of the Singapore Hotel Association 
Council Members of the SKM and the SHA 
Service Gold Winners 
Ladies and Gentlemen 

1. I am happy to be here this afternoon for the 19th Service Gold Awards. Let me start by thanking the Singapore Kindness Movement (SKM), Singapore Hotel Association (SHA) and all participating hotels for this close collaboration and making these awards possible. I would also like to thank all the 94 award winners who are here with us today, and congratulate them for the service that they have shown which have made a difference in the lives of others. The collaboration between the SKM and SHA is a very good example of how the hospitality industry can play a part in helping to foster a kinder and more gracious society in Singapore.
2. There is ample business literature on how you can develop a good service culture in organisations – what it is, how to develop it, and why it is good for business, especially the hospitality business. Not surprisingly, many businesses put in resources and train their staff to render good service to their customers. But it takes more than the knowledge and etiquette gleaned from a training course to deliver good service – service culture must stand from the organisation stands for, and service professionals must first be kind and gracious before their service can be truly genuine, sincere and memorable.
3. All 94 award recipients here today have demonstrated this type of excellent service – service that comes from the heart; and today, we are happy to recognise and appreciate all of you for making a difference to those whom you have served. Your presence here is an affirmation of the improving service culture in Singapore, and a sign that we are truly becoming a more gracious society.
4. Many of your stories are truly inspiring. One of the recipients today is Madam Hong Foong Ming, who at 64 years of age is our oldest recipient. As a room attendant, her quiet and diligent service in looking after the needs of her guests at Mandarin Orchard Singapore has won her numerous commendations. She proves to us that age is not a limiting factor in the delivery of exceptional service.
5. We also have Mr. Rahmat Bin Abdul here with us. Mr Rahmat is a bell captain at the iconic Goodwood Park Hotel, but he himself may well be considered an icon himself! For the last 42 years, Mr Rahmat has faithfully and cheerfully greeted guests as they arrived, and he always does his utmost to assist in whatever way he can. His courteous and friendly disposition has won him numerous accolades and positive reviews. At 62, you could say that he’s spent a lifetime perfecting the art of “warm welcomes” and “fond farewells”.
6. At 21 years old, Ms. Candy Tang, a wedding butler at the St. Regis Singapore, is the youngest individual to be commended today. Her meticulous attention to detail earned her the title of “The Invisible Helper”, and her ability to anticipate needs before they arise provides the assurance for every bride and bridegroom that their special day will turn out as beautifully as planned.
7. All of you have heart-warming stories. Undergirding these outward acts of professionalism is a genuine sincerity driven by a kind disposition. All of you are service ambassadors we can all be proud of. As one of the first contact points for international visitors, they impress their guests, who leave knowing that Singapore is a beautiful place, full of beautiful people.
8. An excellent culture of service cannot flourish in a one-way street where guests are demanding and unreasonable. It arises as part of a larger virtuous circle, when guests appreciate and encourage the service professionals committed to providing excellent service. So for the first time this year, the Service Gold Awards recognises guests who have helped motivate and encourage our service professionals. Eleven gracious guests, both local and overseas, will be commended for treating service professionals with kindness and respect.
9. One of them is Mr Harry Lim, a regular at the Waterfall lounge at Furama Riverfront. He appreciates the service staff there and loves spending time with them. Tapping on his experience as a former HR manager, Harry also mentors the staff, advising and guiding them on work and personal matters. His kindness has touched the team there, and they even invite him to their personal celebrations. Indeed, we salute him for his efforts in building a kinder and more gracious place to live, work and play. 
10. I certainly hope that the rest of us will also be gracious guests when we patronise other establishments. Even a simple gesture such as a smile, a word of thanks or a note of appreciation will help to establish a positive feedback loop where kindness generates more kindness. Great service professionals need great guests, and great guests inspire great service professionals. Over time, these feedback loops will raise the level of our service culture. That is good for business, but that is not all – the graciousness inherent in an excellent service culture also creates happier workplaces, and as it percolates across the public sphere, makes us a kinder society.
11. In conclusion, I would like to thank once again all award recipients for your contributions in fostering a kinder and more gracious society. As we celebrate your successes today, I hope your examples will inspire even more “gold standard service” in your workplaces and establish more positive feedback loops in our society.