They were asked to wait at a restaurant that was a 10-minute walk away, where they were served only water.
“If you cannot cope with the amount of guests then don’t accept the bookings because you don’t have enough staff,” she said. Soon after the vouchers were distributed, several hotels made the news after long queues formed at their check-in counters, with some guests saying they had to wait several hours until their rooms were ready.
When she eventually got to her room, she said that there were watermarks and stains in the bathroom. There was a note saying that the hotel was in the midst of cleaning up the marks.At breakfast the next morning, there was also a long wait before her food and drink were served. “Honestly the entire time were so sick of the standard of the place and just wanted to go home,” she said.
“As much as we try to understand and empathise that they are understaffed, it does to a certain degree spoil the dining experience,” Mr Lee said.According to data from the Ministry of Manpower , the number of people employed here in the accommodation and F&B services fell by 24,600 to 247,100 between end-December 2019 and end-December 2020 amid the pandemic.
The annual survey by the Singapore Management University found that the F&B sector as a whole had scored badly in staff service quality. Between 2019 and 2020, complaints against hotels received by Case almost doubled from 116 to 219. This dropped to 169 last year, which was still almost 46 per cent higher than in 2019.
“If not to a large degree, the shortage in manpower definitely had an impact on our overall luxury offerings and guests' experience,” said Mr Sharma. Marriott International owns several hotels in Singapore, including the JW Marriott Hotel South Beach, The St Regis and The Ritz-Carlton. Meanwhile, an Amara Sanctuary Resort Sentosa spokesperson said in response to TODAY's queries on Ms Chong's experience that the resort constantly reviews its processes to ensure a"seamless and safe stay" for all its guests.
“While our industry is thankful for the local support, the high turnover of hotel rooms from staycations posed challenges for hotel operations, especially during peak seasons like festive or school holidays,” said Ms Heng.Manpower challenges has been a prevalent issue for the hospitality sector long before the pandemic, Ms Margaret Heng, executive director of the Singapore Hotel Association, told TODAY.
Hotels are a wonderland for foreign manpower.
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The Big Read in short: Manpower woes drag down hotel, F&B service qualityEach week, TODAY’s long-running Big Read series delves into the trends and issues that matter. This week, we look at how hotels and restaurants are struggling to upkeep service quality amid a severe manpower crunch. This is a shortened version of the full feature. Nonsense. Just look at all the management level executives and managers in the hotels in this country... overloaded with foreigners hired through internal hiring or transfers. Never seen such things in hotels from other countries. No locals want hotel jobs with free meals, etc.? Service quality dropped in Rome when slaves were in short supply. Similar story here. I hope the foreigners who got fired (the infamous singapore core), discriminated (vaccines rollout, financial aids) & forbidden to see their family for 2 yrs will NOT come back.
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