SINGAPORE – Ever wondered what gives a hotel its five- star rating? Or how many 5-star hotels there are in Singapore?
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.
Singapore"s hotels par excellence
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