Passion and sincerity the key to service excellence

Mr Irwin Tan from Bistro Du Vin and Ms Carolina Lee from The Scarlet both joined the service industry at entry level, but their dedication to their profession has helped them move up the corporate ladder. At The Scarlet, there is a quarterly rewards-based programme for staff who have received the most number of compliments to encourage him or her to continue providing good service. The government is also working on raising service quality in Singapore and began the ‘Go the Extra Mile for Service (GEMS) Up' initiative two years ago. GEMS Up, which ‘seeks to raise service quality and customer satisfaction to the next level', is driven collectively by the five GEMS Up partners: the Institute of Service Excellence at SMU (ISES), NTUC, STB, WDA and SPRING Singapore.