SENTOSA
attachment 19nov-23nov

it was an amazing experience for ALL 8 of us.
its like another "RMUN" kinda new exposure and adventure.
thankyou mdm koh, thankyou dunman, thankyou SENTOSA leisure gro - HR for making it all possible.

day 1: organisation and service orientation


on our way thr..
we went thr not knwing wad to expect.

we had some lecture @ tourism academy =)
about sentosa's mission vision moto and its overal operations
sentosa's service culture
sentosa's operating priority: safety first,courtesy 2nd, show 3rd, effieciency fourth.
the lecture was so hilarious.
we watched a doc fish! philosophy

wiki:

On a visit to Seattle, Christensen observed how animated and happy the employees at Seattle's Pike Place Fish market were in their work. They filled orders by flinging fish to each other, inciting laughter from the customers and compliments about their throwing/catching abilities, or commiseration if they missed. Employees would often invite customers to join the fun. The Pike Place employees gave their complete attention to each of their customers and ensured each had an enjoyable visit.

Christensen realized that not only were the workers making a routine errand fun for themselves and their customers, they also were selling tons of fish. He constructed the FISH! Philosophy from his observations of Pike Place employees, arriving at four key concepts:

• Play
• Make Their Day
• Be There [for Coworkers]
• Choose Your Attitude

The resulting FISH! film was translated into 17 languages and spawned a series of spin-off book titles, including Fish! A Remarkable Way to Boost Morale and Improve Results which has been translated into 34 languages. Many companies and organizations have paid to introduce the FISH! Philosophy to their workplaces.
SENTOSA leisure grp is one of them.

we were told to brainstorm on some ways, according to the 4 concepts to let guests have a memorable sentosa experience.
the brainstorming sessons were pretty productive,
we came up wif:
-use mocca advert style to direct customers
-paint using sunblock on guest's face
-try to remember guest and ask how is their day @ sentosa

aft that was balloon sculpting.

we were dumbfounded.
we had absolutely NO CLUE y we had to go thru this trng..
trainers said all staff in sentosa knws how to sculpt balloon.
its to create a fun environment for all.

so we staRted sculpting.
i rmb i tried learning this art three or 4 times but it all failed.
BUT to all our amazement,
at the end of the day,
all of us can expertise in making 2-3 types of sculptures.
its so fun!
we're paid to have fun!


NICE RIGHT?
we learn it in 1h plus only leh!
pretty flower gal..



& we became fast frens...

day 2- tour of attraction

don be jealous,
we travelled n enjoyed almost all of sentosa for FREE!
normally i wudnt hv spulrged on such entertainment
so i felt so lucky to be able to tour arnd sentosa!!
we have to be aware of the attractions and wad are they before we can handle guests =)

the $4-billion Sentosa Cove its arguably the most coveted residential area, set aside for about2,600 homes.
10-12 million for a plot of land can u image?!


yuru's uncle bought 1 alrdy!


the glasshouse.
its so cool lah!
1. ur house is gigantic
2. ur walls are made of glass
3. u can practically see the sunset from ur living room
4. ur backyard is the sea
5. u live in sentosa and ur playground is the golf course.




we're so privileged to be able to visit this exclusive area...
hais, can u believe we're inside some house's balcony n the sea is juz nxt to us???!!!

salivate alrdy?
haha..

we are so enjoying ourselves!
its just like a tour!
excpt, we do not need to pay but instead are paid for the tour =)
erm.. not exactly, cuz as ambassadors of sentosa we need to experience wad sentosa has in store to promote it.
ALL staff has free tours too!!
sentosa treats its staff super well lah!
each one has an islander card ( diff frm normal public ones, staff's privilege :discounts on ALL places of attraction in SINGAPORE n much more in sentosa)

fort silosa.
heys ppl, its far from boring !
sentosa has standard!
it is comparable to those war museum in SK. =)=)





thr are 3 tunnels in fort siloso..
do you knw,
siloso means jealous person in Filipino.


watch !
general Percival signing the surrender doc
sad Percival =(
general mountbatten handling over jap surrender doc.

underwater world.
this attraction has improved alot since i last came.
the touch pool area is super big
the exhibition area is too!


this kobra is all around the attractions of sentosa..
can see him in many places.
travelling..


stingays feel slimey!!!!






giant crab
jellyfish

finding nemo
this fish looks human


4D magix!

experience thrills twist turns n something much more unexpected XD

luge ride!

lunch at koufu.
the most affordable air conditioned by the beach foodcourt in Singapore =)
skyride (comes tgt wif luge)






images of singapore.
one of my most fav attraction.
it won some international award!
u can practically see hear touch smell feel!
u can walk along the route frm temasek to singapore now.
the lighting n sound system are fabulous!
the whole place is gloom yet illuminated,
the exhibits are lifelike n rather scary.
the toilet was occupied by a dummy which scared the daylight out of us. -.-
so did the tiger -.-
$10 its worth it.










i wna wear this badly =(



skytowermerlion

the end of day 2.
we really felt like we're paid for having fun =)
our pay is not actually salary but allowance, 1 day $10 =)
& we saw of ourselves Sentosa staff's excellent service (majority)


day 3
-ambassador test!

we must pass roleplay (handle guest)
make 1 balloon sculpture within 2 min
pass a test of 20 question.
we all passed! we're qualified ambassadors!!!


jester -.-
up till now i stil cant believe we shud sculpt balloon at such speed n dexterity!
i can make a sword in 1 min or less?
make so many children happy =)
the principal of pei xin pri sch, penang, was also impressed at our service
and frenliness (we led him from the foot of the merlion all the way to 4d magix)
that he said if we come to malaysia, come visit him!


i learnt 2 jap words, hana n mina. =)
flower n tgt =)
an balloon sculpting pro, lightning fingers, told us :" i love to gv out balloons to jap and white tourist. they appreciate ur balloon best... "
its true!
when we gave our balloons to jap students they all woah in amazement n are super happy.
they will keep thanking us n ask if they can take a pic wif us =)
whereas locals, the first question is "is it free?"
"i wan a teddybear etc.."
then the children will hurry us..
one of them even use a sword n hit on huan jun's head repeatedly to hurry him
and his parents were indifferent to it.
den aft that wout a word of thanks they walked away...
however luckily not all singaporeans are like that, majority still say thankyou =)
but no matter wad, the smile on the child's face will wipe away all the discontentments =)

alvin yong our trainer said it is someth to do about expectation.
locals somehow hv higher expectations so they wont feel AS happy when they got the balloons.
its like comparing sentosa n disneyland.
sentosa hv a praisal to complaint ration of 1.1 :1
however disneyland is someth like 4:1 ??
its not because disneyland offers lousy service..
in fact, their service is of higher standards then Sentosa..
its just that ppl expect more of Sentosa...

guys wif kawaii jap gals..
u rarely see jedi smile when taking photos right?

day 4
operations walkabout
- aft learning how the attraction works from the guests' point of view,
now we're gg to knw how things work at the back of the house.


-sentosa's service quality department really really impressed me.
callcentres 1800-sentosa
they pick up the phone within 2 rings.
ans quest about everyth n anyth, from "where is the golf course?" to "ppl invade my personal space!" to "i wan my uncle's body. its in a cemetery here in sentosa" to absolutely no link questions like " the light outside my lift lobby in my hse is not working.."
the agents hv to handle every call wif courtesy n enthusiasm..
n they always apologise..
"i wan to fish in sentosa can?"
"im sorry u cannot but u may go to the underwater world?"
"i don care i wna fish1"
"im so sorry sir...."

Sentosa's hotline service have this " no wrong door policy" so the call agents hv to try their best to ans all complains and questions..
worse comes to worse, they will hv to put the customer on hold to call other stat boards to answer their questions, for instance call the PUB if the person's water supply is mysteriously cut off...
they practically are walking encyclopedia!
they can draw the map of sentosa with all the routes n bus lines!
they knw all abt the attractions in sentosa, including all opening hours of restuarants etc..

& thr are only 4-5 ppl working at every shift.

deserve our respect right??

we went images of singapore n the beach patrol too..
sentosa's lifeguards oso offer tip top service
n they do not only sit down n soak in the sun,
they patrol around n handle disputes among vendors too!

sentosa rewards their staff generously.
other than al the prevailing privileges,
if you did anyth that impress youtr collegues or guests,
u will get zapped.
which means u can xchange it for a mystery gift.
mind you, the gifts range from movie tickets to thumbdrive to shirts etc etc...
COOL right?

since so much is given,
sentosa expects much more from its staff...

are yougetting bored?
some anti boredom ...
yuru have excellent photography skills.
jedi is flying!!!

i wanted to fly too! but i ended up jumping st into the waters...
so i tried agn...

i was walking on water!
yea reflector of jesus!!

huan jun's big leap of success!

my big leap of faith..
i ended up in the water agn...

this pic look cute .
mayb because thr are 3 diff expressions..
haahaa..

some fun wif our free time....

dont we began to look more and more like sentosa staffs?
being fun passionate n energetic???!!

finale day 5.
-project.


our project was to spot the gd shows n bad shows at sentosa.
to identify the service touchpoints n gv suggestions how to improve the service standards.

we split into 2 grps &
me jedaiah chinyang n jiahui
get to walk all over sentosa all by ourselves.
its really diff now,
as we walk,
we started to see all the fine details we didn see before.
before it was frm a guest's perspective,
but now,
we see things from an ambassador's perspective.
ALL THE RUBBISH N BAD SERVICE CUDNT ESCAPE OUR CAMERA..
too bad i havent gotten the pics,
chinyang needa wait for his new laptop..

do u thk it looked abit like jedi?
we acted out parts of out journey..
we got jedi to act as the iguana.
jiahui was the trainer n me n chinyang was the guest.
as we "stroked" the iguana we asked alot of questions like "how do u know its a he?"
n so on..
it got everybody luffing...
except jedi...
SRY PAL!


guess wad our grp won the best grp!
cuz we had the best work delegation as a team.
i enjoyed working wif the 3 of you!
thankyou for listening to my ideas n the ideas everyone gave.
thankyou for trying!!
thankyou for the enthu-ness!!

such a pity for the other grp,
thr's were so much more indept
but only 1 speaker...
huan jun's so pro =)=)

the trainers were so so so impressed by our presentation!!!
throughout the 5 days they kept praising us for being well behaved n clever.
"no wonder no need take o lvl.."
somehow i feel so so proud that i can bring glory to the IP programme but most imptly
DUNMAN HIGH!
hope this spirit of schoolism (nationalism) can grow inside dunmanians!!!

it was prize presentation aft that..
everybody got a prize!!
mine was a lady bug pen..

so CUTE>.< love it!

aft that was debrief..

ALL of us managed to reach the objectives set on the first day.
we really got to knw alot more about sentosa,
how sentosa works,
how to be more confident while handling guests n surely,
how satisfying it is to make some one else' day..
yuru now confirm wna work in tourism sector le...
jiahui oso changed her mind bout working wif animals..
but im still not 100% sure about this..
its a veh tiring job, even we reach home as late as 9pm sometimes..
although its rewarding
( gd collegues -service sector, everybody frenly n nice de... , gd pay)
at the end of the day,
sometimes u wil feel tired n drained out.
dats wad happened on day 4..
so nxt time if i spent all my energy making guests happy n welcomed,
how will i have energy left to make my family feel happy n happy??
hmm.. but HR dept quite cool....
working in sentosa is quite cool to...
however ensure,
im sure bout working in a ppl related environment nxt time.

as long as i get to spend enuf time wif my family..
this is wad it looks like from inside of the cubicle at staff lounge.
cool hor, u can see outside but outside cant see in.



more toilets scenes...
can u believe it, the toilet have beach music !



gals on board!
they looked happy don't they!
i was veh veh veh veh impressed by how cooperative the guys were.
even though it might cuz huan jun to lose a life in his game,
even though jedi doesn smile = forced
even though it meant chinyang gg home LTR,
they guys always agreed to take COUNTLESS photos or pose for us.
they guys accompanied yuru to see her cute jap guys
aft the end of a tiring day..
so sry huan jun had to eat dinner at 10.30 ..
yuru: its ok, wad are frens for. haha.
treasure us ok?
we are rainy weathered frens..
the guys were veh veh veh helpful in the project.
it was not the gal power projects or the male dominance projects
(quite common in dhs dont u thk?)
the guys even took videos wif us!
the guys sat down wif us to talk about our first n last impressions of each other!

haha,
yeah,
guys are finally growing up??

*full of hope for nxt yeaR *


oww... dont we look bonded?
haha.
this ficus tree is 120yrs old.
many wedding couples come here take wedding shots de!

chinyang: our big brother.
meixue: gotta learn from her be more reserved. haha
tingpei: the most truthful one..
jedi: cute XD
huanjun: always so confident n steady..


jiahui: approachable n dong3 shi4

yuru : our beacon of light in sian-ness..



=)






aft everyth we sat in a circle n talked bout each other's first n last impression..
guess we knew alot more bout how others view us =)
so we can improve!
guess the skills and frenships were forged is a memorable piece of sentosa that we brought home that night...

thankyou rosalind, alvin yong n yap for bring such wonderful instructors,
not spoonfeeding us,
but always guiding..
thankyou for always encouraging us to THINK n wad do u thk will happen if we do things this way..
n always asking
not why but HOW.
how can we make their day.
HOW CAN WE MAKE A DIFFERENCE.

i've learnt many things aft this attachment.
i've been impresed by many things..
surelythe world can be a nicer place.
as long as everybody tries..

you must be the change you wish to see in the world. ~