Wonder no more as the recently released Forbes Travel Guide 2013 Star Awards shows that, for the first time, three hotels in Singapore have received a 5-star rating from the "Oscars" of the travel industry.
Founded in 1958 as Mobil Travel Guide, the Forbes Travel Guide is recognised as the gold standard for hospitality excellence due to its rigorous selection process.
The Singapore recipients of the highest accolade in the hospitality industry - Capella Singapore, The Fullerton Bay Hotel and Mandarin Oriental - were among 76 luxury hotels around the world to be recognised for fulfilling the award's criteria of having strengths in both "hardware" and "software".
Traditionally, hotels here are rated by the Singapore Hotel Association according to their "hardware" only, which refers to the physical amenities and standard services that the hotel boasts, including the number of rooms and facilities such as swimming pools, 24-hour room service and 24-hour reception.
The prestigious Forbes Travel Guide awards, though, also considers the "software" aspects, including the level and extent of personalised services that the hotel provides.
Among other things, hotels are judged on how long it takes for a guest to be greeted at the restaurant entrance, escorted to the table and provided with chair assistance; the ability of the staff to offer thoughtful and creative suggestions when asked for a menu recommendation; the ability of the server to discuss details of menu items and beverages, including basic ingredients and preparation methods; and the total time that service took.
Other criteria focus on the restaurant menu, which must be presented in pristine condition, free of stains and water spots and not dog-eared, as well as whether service stations, the bar counter and back bar area are always neatly maintained and appealing to the eye.
Hotels are also gauged on their ability to communicate with their guests and so the criteria include telephone greeting and conversation, which must be calm and clear; the guest is always asked permission before being placed on hold or recording; and that no telephone call should hold longer than 30 seconds without offering call back.
Other customer service qualities a hotel is evaluated on include how long the registration process took, whether the staff smiles readily and maintains an engaging expression, and if the staff member makes eye contact and keeps focused on the guest and exhibits a genuine sense of interest and concern for the guest's satisfaction.
Michael Cascone, president and chief operating officer of Forbes Travel Guide, said: "The Forbes Travel Guide Annual Star Awards represent the best in class in luxury hospitality.
Travellers seeking exceptional experiences rely on our ratings to guide them to the world's finest hotels, restaurants and spas.
"By continuing to evolve our ratings categories, we are establishing a global benchmark for the highest standards in hospitality service and facilities."
Capella Singapore said that the award was not only a recognition of its achievement but would also cement its position as an industry leader.
"We are truly honoured to have been reviewed and audited in detail by the Forbes Travel Guide's professional inspectors and rated as one of the best hotels in Asia," said Robert Lagerwey, general manager of Capella Singapore.
"We are excited to have been given the highest accreditation available by the Forbes Travel Guide and strongly believe that education and empowerment play a crucial role in creating one of the world's best luxury resorts. This award is a culmination of the hard work by our team members.
"We are confident that Capella Singapore will continue to grow with Singapore's tourism industry and are proud that we have become recognised as one of the industry's leaders attracting some of the world's most seasoned travel connoisseurs."
The Fullerton Bay Hotel said that the award would spur it to improve its offerings.
"We are deeply honoured that the hospitality extended by our team at The Fullerton Bay Hotel has achieved the exacting standards of the Forbes Travel Guide's expert inspectors," said Giovanni Viterale, general manager of The Fullerton Heritage, a dining and hospitality precinct comprising The Fullerton Bay Hotel Singapore, The Fullerton Hotel Singapore, The Fullerton Waterboat House, One Fullerton, The Fullerton Pavilion, Clifford Pier and Customs House.
"We will continue to refine our services and seek to present a memorable experience to every guest who stays with us."
Thanks The Business Times
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