At Ascott, the experience each new hire undergoes from pre- to post-employment is viewed with great importance. Our employees are just as valued as our residents and we want to create a memorable experience for them. There are many similarities in the way we treat both our employees and our residents.
From the start
At the pre-employment stage, HR focuses on making the prospective hire feel at ease by arranging for the interview to be conducted in a friendly, less formal setting. It is important that each candidate is treated with dignity and respect. We try to build rapport by reassuring them that it is perfectly alright to talk about problems and mistakes in order to provide an honest, balanced picture of their past performance.
During the interview, we listen and respond to what the candidates have to say with empathy, helping to defuse any negative feelings that may be present, such as frustration, anger or resentment. We are also open in providing insights on what it’s like working with the company, such as our service culture towards internal and external guests, corporate social responsibility and environmental initiatives.
When a candidate is onboard, we want them to feel welcomed and that they belong to a “family”. Prior to the new hire’s arrival, an e-mail is sent to the department informing them about the new employee. Ascott also has a system that HR accesses to trigger the various departments involved in the preparation or setting up of equipment for the new employee. In addition, HR will also prepare a welcome kit to help the employee settle in quickly.
This is similar to the way we treat our residents. Prior to a resident’s arrival, the respective departments are informed and asked to have the relevant apartment prepared, taking into account the preferences or requests made during reservation. For our long-staying residents, we have a welcome hamper prepared, containing items to aid them in adjusting to a different living environment.
For new hires at Ascott, there is a buddy system in place to help them adapt better to the new environment and answer any questions they may have. This is useful for newcomers as it helps to ease tension and anxiety. The staff orientation programme includes a visit to all sister properties in Singapore and aims to build the product knowledge of new employees. They also undergo job rotations to understand the functions of the various departments and how teams work closely together.
A parallel to this scenario can also be observed when a resident moves to a foreign country: our staff are trained to use their local knowledge to help residents settle in quickly and integrate with the local culture. Ascott usually hosts events or resident gatherings to help residents socialise and build a community.
We constantly try to engage staff by keeping them updated on the company’s progress, plans and activities. Celebrating confirmations and birthdays are also ways to show staff that we care. At Ascott, both the physical and mental well-being of staff are important to the company and management.
Examples of staff engagement activities include “Fruits Fridays” to encourage staff to eat healthily and exercise, and Appreciation Week where staff show appreciation of their peers through personal notes or emails. As part of Ascott’s staff recognition programme, there is a quarterly LIFE Heartware award that recognises employees who constantly live up to our brand promise. These staff members are identified through guest feedback and observation by supervisors.
For residents of Ascott, the company seeks to engage them through little ways to stay in the pink of health, such as healthier breakfast items on Fridays and monthly activities such as Zumba dance exercise.
Having good internal service is important as it promotes positive employee experiences and a pleasant working atmosphere. Starting right and engaging them often will result in high retention rates that will ultimately provide the foundation for good service to be delivered externally to our residents.
Tel: +65 6736 9800
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