Service Role Models

Thirty-three SAFRA staff were recognised as service champions in hospitality at the coveted Excellent Service Awards 2019.

By Edmund Wee        7 March 2020

Some of SAFRA’s exemplary customer service staff bagged top awards at the Excellent Service Award (EXSA) 2019 in the hospitality sector. Comprising nine Star, seven Gold and 17 Silver awards, a total of 33 awards were given out to SAFRA service staff, highlighting the organisation’s commitment to excellent service.

EXSA is a national award launched in 1994 in partnership with Enterprise Singapore that recognises individuals who have gone beyond the call of duty in delivering exceptional services and creating memorable experiences to customers.

In recognition of their service excellence, the Star award winners were presented their certificates at a prize award ceremony at University Cultural Centre (UCC) Hall, National University of Singapore on 25 Nov 2019. The Gold and Silver winners were presented their certificates separately at their respective SAFRA clubs. The nine Star award winners hailed from SAFRA Yishun, SAFRA Mount Faber, SAFRA Jurong and SAFRA Tampines. Notably, SAFRA Yishun and SAFRA Jurong each had three Star award winners while SAFRA Mount Faber and SAFRA Tampines produced two and one Star winner respectively.

The recipient of two awards – Star Award and SHA Outstanding Star Award – Hussein Bin Saini, who works as a senior lifeguard at SAFRA Yishun, attributed the considerable number of SAFRA winners to the organisation’s pro-employee work culture.

“SAFRA really cares for its service staff. The organisation is always forward looking and ensures that its employees possess the relevant skills for future needs and professional growth,” he said. “The SAFRA community is also a very inclusive one, where the management is always looking after its people. This is evident in the many opportunities for Service Quality training.”

Regardless of the training a service staff may receive, Hussein adds that having the right mindset is important. “Good work attitude comes from the heart and our SAFRA members can pick up on this sincerity when they interact with them. It is also important to listen to these members in order to better understand and cater to their needs, as every individual is different. In the service industry, there is no one size fits all,” he said.