First of all, I would like to congratulate and thank all presenting teams for the excellent presentations. It was filled with valuable insights and knowledge on various interpersonal communication problems that would happen in the workforce.

In my opinion, I feel that every team presented on that day did a great job, not only in presenting but also the depth of content for each topic. I would like to commend on a particular team, Team Solver for their exceptional pitch. They are able to attract the attention of their audience very well as their pitch has established a need for us to able to handle difficult customers in our workforce. What was being pitched by them was very concise and detailed with the acronym, SOLVER. It allows us to be able to solve issues from difficult customers without compromising the satisfaction level of the guest and the standard of the organisation. Confidence can be observed in each presenter as I believe they have been practicing hard to be prepared for that night. Through their hard work, Team Solver was able to present professionally in both non verbal and verbal cues

I believe to be able to give an effective pitch, one must practice ECCP “Even Clowns Can Pitch”. And on that night, I have witnessed Team Solver displaying these values excellently which resulted in winning the 2nd runner-up spot.

I hope after that night, more students will be able to adopt SOLVER and ECCP in their daily lives be it in school or in the workforce to solve issues efficiently and give their pitch effectively. With more practices, these would definitely build on their career professional development and be successful in the future.

I wish everyone all the best.

Regards,

Lance

Reflection

I am writing to you with regards to an interpersonal communication problem I have encountered during my National Service (NS). This incident occurred few months before my Operation Ready Date (ORD) between me and my subordinate.

I was an admin supervisor back in the days and was handling many sensitive documents. There was this day where I was on leave, I got a call from a unit that they needed a document urgently for a confirmation posting. Thus I quickly called my subordinate over the phone to dispatch it the 999 Squadron (fictitious unit) but due to the lack of proper communication and instructions to him, the document was wrongly dispatched to 998 Squadron (fictitious unit).

It was not until the admin clerk from 998 Squadron called me to inquire about the document, I would not have noticed about this incident. Improper handling of a classified document is a very serious offence in the military but thankfully me and my subordinate were only punished with extra duties.

I did not blame my subordinate on this incident as I was partially at fault for not following up with him and communicate with him properly. Thinking back, I feel that I could have approached this incident differently. Kindly share your thoughts on this incident.

 

Service Recovery Letter

Dear Mrs Goldstein,

Greetings from Marina Bay Sands.

Thank you for writing this email to us and it is of utmost significance to us. We recognize your frustration in this incident and on behalf of our entire staff, we would like to personally apologise for the experience that you had staying with us. It is with great regret that we have not delivered up to expectations and please be assured that we will be taking actions to improve our service to our guest at Marina Bay Sands.

We have reviewed this incident regarding your experience with our front desk agent and had contacted Agoda with regards to your booking. After the investigation, we found that Agoda had tagged the booking wrongly and our reservations team who processed the booking were not able to catch the error. We sincerely apologise for this oversight on our part and we will be taking corrective measure in our procedures to prevent this incident from happening again.

We have also taken your feedback seriously with regards to the faulty key card to the Infinity Pool. It is of great regret to us that we have caused such deep inconvenience to your family during your stay. Please be assured that we would be taking extra measures to ensure that the cards are working in proper condition before issuing the cards to our guest and we have also briefed our call-centre employees to be on call and ready to deliver the cards to our guest who faces difficulties with accessing the facilities at Marina Bay Sands.

It is with great regret that we have not contributed to a positive experience to your family vacation with us Marina Bay Sands. It is not our usual standards and we are sincerely apologetic for your frustrations faced with your stay.

We would like to offer a refund for the breakfast meals that your family had during the three-night stay and in addition, we would love to invite your family on a two-night complimentary stay with Marina Bay Sands during your next visit to Singapore. Please allow us an opportunity to compensate for your unpleasant stay.

We appreciate that you have chosen Marina Bay Sands Singapore as your choice. Please do not hesitate to contact me if you have any concerns.

With Gratitude,
Joseph Seah
Front Office Manager
Marina Bay Sands

 completed with Tee Kaiqi

(Revised) Self Introduction of Lance Seah

To: Brad Blackstone

From: Lance Seah Jun Hong

Date: January 23, 2018

Subject: Self Introduction of Lance Seah

Dear Mr Blackstone,

My name is Seah Jun Hong, but you may also call me Lance. I am writing this email to formally introduce myself to you. I am currently undertaking the Bachelor of Hospitality Business with Honours in Singapore Institute of Technology. Prior to this, I graduated from Republic Polytechnic with a Diploma in Hotel and Hospitality Management in 2014.

I possess a strong knowledge of the hospitality industry backed by the working experience and education I have gained over in the last 7 years. In my past working experience, I was given the opportunity to manage a Food & Beverage establishment in the hotel, improved the work efficiency by revising its Standard Operating Procedures and designed sales strategies to maximise the revenue of the business.

Currently, I am working part-time for Pan Pacific Orchard Singapore in the front office department as an executive lounge butler. Being a butler, I am required to have good communication skills at all levels so as to understand the needs of the guests and convey important information to your colleagues.

Being able to convey clear and direct messages is one of my communication strengths. Because of our fast-paced working environment, we need to understand each other’s instruction off the bat and to prevent miscommunication. One of my weaknesses in communication is the difficulty of listening to different accents. As I would encounter many guests from different parts of the world, some of their accents would be difficult to understand.

My goal of this module is to be a more attentive listener and to communicate with anyone of any accent effectively. As I am in the hospitality industry, it is important to be able to understand the guests’ needs so that they can be served better, enhancing their experience at the same time.

I look forward to this module and the challenges to come.

Regards,

Lance Seah Jun Hong

The Journey Begins

Thanks for joining me!

Good company in a journey makes the way seem shorter. — Izaak Walton