See no more!

VROOM VROOM VROOM! Once again, Its Singapore Grand Prix Season! The infamous and heart thumping event of all time – the Formula 1 race is back even larger than before, with more actions all lined up for the fanatics. During this event, there will also be many entertainment highlights which will include great music acts and stars from all around the world; hence there is every reason for everyone to be excited.

In relation, it has also made Marina Bay Sands one of the hottest spot in Singapore now. Contributed not only by the visitors, many locals were also drawn to the integrated resort’s skypark and its infinity pool recently. With the view overlooking the race track and the high chance of meeting some of the biggest stars lingering around the pool, it was no wonder why people would spend twenty dollars on the entrance fee. However, as much as it has set the mood right for the big race, it has also evoked many emotions from the hotel guests as well.

Many of the hotel guests had complained of the crowd and their lack of privacy by the pool. Some had described their experience as “walking along Orchard Road on Christmas Eve” while others were just put off by the crowd to swim. Worrying about its highly perceived reputation, Marina Bay Sands was quick to resolve some of the issues. One of them was to pass down orders to stop crowds from roaming freely around the pool. Instead, there will be daily conducted tours for groups to catch a glimpse of the pool. According to the hotel’s management, this was done to protect and ensure a favourable experience for their guest.

In my view, this has suggested some very effective verbal communication. The use of direct and specific language in the guest’s feedbacks has shown good communication between the guest and the management; therefore actions were taken to improve the situation.

In addition, the photo on the newspaper also showed some very effective nonverbal cues in relation to the situation. The photo shows one woman with two kids at the Skypark using hand gestures to communicate the frustration she has with the crowd ahead of her. This too, has allowed me to feel and understand better about her situation.

To sum up, I feel that this article was very good in showing the impacts of communication and how it is vital in our lives.

 

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15 thoughts on “See no more!

  1. Nana says:

    True enough effective communication is definitely vital in a customer service industry and along with service recovery are very essential when everything needs to be ‘perfect’ towards everybody’s needs. To keep both sides happy, am glad the hotel did something about the overcrowding problem and hinder further guests from being unhappy..

    • jacqchin says:

      Thank you for your comment. Yes, I was also very impressed with the way they handled the situation. It just goes to show the impact of non-verbal and verbal cues the guests have shown. Without all these, I doubt there will be any effective communication. 🙂 Once again, thank you for your input.

  2. Chloe says:

    Well said, Jacq! Effective communication is very important between the customers and the service providers; it ensures that the service providers know what their customers want and can thus take action to ensure their customers are satisfied. I think that in this incident, the media also played a part in communicating the customers’ dissatisfaction. By reporting their unhappiness in the local news, the management would have realised the severity of this issue and how it could have a negative impact on their reputation. They would then be quick to take action to appease their customers.

    • jacqchin says:

      Thank you for your comment, Chloe. Yes, you are right! The media has played a huge role in this whole communication process too. Without them, the management of Marina Bay Sands will also not be able to address the issues and convey their message across clearly accordingly. 🙂

  3. Zhong yi says:

    Personally, I think I understand how both parties feel. The constraints and the frustrations. One would claimed that they do not have enough privacy while the other, would feel as deprived not being able to view the Skypark as freely as before.

    As I have also read this article in the newspaper, I thought the there were a few verbal/non-verbal cues which were addressed very professionally by the hotel management. For instance, one of them is just like what you have mentioned in your post; about the feedbacks from the hotel guests. Addressing the issue in such a short period of time just shows how effective the employees were in receiving the message (clear).

    All in all, well done on your analysis and good job Jacq!

    • jacqchin says:

      Thank you for your comment. Yes, definitely. Both sides can’t be pleased at the same time, but thanks to their professional way of handling the situation, I believe the people who know of this article will understand better the feelings of the guest. (this suggest another effective verbal communication as well).

  4. diannetan says:

    I agree with you that effective verbal communication is essential especially when one working in such industry. WIthout verbal communication, we will not be able to understand each other’s point of view. Though at times, we might incorporate with the use of NVcues, but often people are more prone to use verbal communication to express their thoughts.

    • jacqchin says:

      Thank you for your comment. It is true that now more people use verbal communication to express their thoughts especially with media globalisation going on. Everyone is having more gadget interactions rather than fact-to-face interactions. however, there is no doubt about the impacts of non-verbal cues. 🙂 Once again, thank you for your input.

  5. xepthrichros says:

    Hi Chen Zhen. I agree that effective communication is needed. It was also a good pragmatic move by the hotel management to appease their guests before the general crowd, after all, it is the guests who are paying the money to hotel, not the visitors.It’s just like you appeasing the western people with the western song in Casablanca.

    – Liu Yutian

    • jacqchin says:

      Thank you for your comment. hahha Yes, I guess both situations are quite similar. Knowing who and what are their priorities are a good way of gauging effective communication as well.

  6. beatricehua says:

    Just like Nana, Dianne and Chloe, I really agree with the points you brought up in this post! 🙂 people on holidays naturally value their privacy more than any other normal day. Thus, it is really important for the staff to understand this and do their best to serve these people 🙂 Good and effective verbal communication also leaves them with a positive impression of Singapore which would be beneficial to our tourism industry in the future!

    • jacqchin says:

      Thank you for your comment. And yes, I believe Marina Bay Sands will leave a good impression on their guests as well, judging from their efficiency. Isn’t it amazing what effective communication does? It changes a frown to a smile. 🙂 So, effective communication for the win!

  7. pinkie says:

    Effective communication is definitely vital in any situations of our lives.What we convey and how others perceived can be so different, therefore knowing how to bring across your message clearly can be a challenge sometimes (with the use of verbal and non-verbal cues). Good that the feedback of the guest were addressed according. It shows good and effective communications between both parties.

    • jacqchin says:

      Thank you for your comment. & yes, I agree everyone perceives differently. Afterall, different people will have different perspective, therefore it is unlikely the case whereby everyone perceived things the same way. Nevertheless, I believe with good and effective communication skills, it might not be hard to influence more people of having the same perception

  8. Sally says:

    What an interesting post! 🙂 Had no idea that there was such an issue. Nevertheless, I’m impressed with the way how MBS dealt with various problems so efficiently and precise! The power of verbal and non-verbal cues are not to be underestimated!

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