Servicing People With A Knowledge Bank

 

Growing up in a large extended family, Anita loves being with people. That is why she opted for a career in the service industry straight out from school.

“I finished my GCE “O” Levels in 1986 and up till 2000, I worked in Office Administration and Property Management,” Anita said. “In 2001, I joined Tan Tock Seng Hospital as a Housekeeping Supervisor during the SARS period and I enjoyed the housekeeping work so much that I decided to stay and develop in this area.” She later joined the Somerset Service Apartment in 2005 as a Senior Housekeeping Supervisor, before becoming a Housekeeping Supervisor with The American Club in 2008.

“After two years with The American Club, I realised that with just experience alone, I wasn’t able to progress any further,” Anita shared. “But fear stopped me from going further in my studies. Thankfully, my boss, Mr Tang, saw my dilemma. He encouraged me to upgrade myself and supported my desire to take on further training, so I decided to enrol in the Diploma in Tourism (Hospitality Management) with Tourism Management Institute of Singapore (TMIS).”

Building A Knowledge Bank

Anita was initially unsure about her ability to cope with the demands of the diploma programme after having left school for so many years. However the hands-on nature of the course, warm exchange sessions with fellow participants and real-life experience sharing by the instructors quickly put her fears to rest, and she went on to ace the course.

Shortly after completing the diploma programme, Anita had the opportunity to put what she had learnt to use when she was promoted to the position of Executive Housekeeper. Leading a team of 34 staff, she guides and supervises their day-to-day duties, and rosters their shifts. To ensure everyone in her team provides the level of service the Club is known for, she conducts on-the-job training regularly and counsels her staff whenever the need arises.

Challenges Ahead

“No two days are the same and there is no dull day at the Club,” Anita reminisced. “Every day, one of the most difficult and challenging tasks I face is how to manage people, deal with their needs and meet their expectations. Over the years, my experience in the service industry has taught me how to pick up clues in understanding and approaching people in different situations. But I must say that my training in the diploma programme has made me a sharper person and a smarter worker.”

“Through my classes, I learnt how to manage my team and guide them diplomatically. My coursework showed me how to think ahead and work systematically. And the many hands-on sessions I had gave me many important tips to handle situations and react wisely. These have really built my confidence level in handling my job, and given me the assurance I need to be a good co-worker to my colleagues and a good leader to my team.”

The Skills Training for Excellence Programme (STEP) is designed for Professionals, Managers, Executives and Technicians (PMETs) to their update skills, knowledge and expertise so that they can remain competitive and employable in today’s fast changing workplace.

Please click here for more information on the Tourism WSQ Framework.

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