SERVICE EXCELLENCE CARD
Despite the growing Food and Beverage scene in Singapore, there have been calls for better service and a balancing of customer expectations towards food and beverage professionals. Ongoing government efforts to nurture a culture of service excellence have lead the Food and Beverage Managers’ Association to launch the Service Excellence Card.
This initiative lead by FBMA, with the support of the Singapore Workforce Development Agency (WDA) and the Workforce Skills Qualifications (WSQ) aims to recognize individuals who go out of their way to make a customers’ day while providing excellent food and beverage service. These recognition cards will be presented to the service provider (by members of the Food and Beverage Managers’ Association Board, prominent individuals in the food and beverage scene and) selected media at the end of a dining experience and a database of all awardees will be kept by the Food and Beverage Managers’ Association. To further encourage individuals to keep up with growing trends and practices, this card also directs attention to available WSQ courses that individuals can sign up for to upgrade skills and work towards professional certification in F&B service.
The Service Excellence Card Program has officially started in March, in conjunction with the Singapore National Restaurant Skills Competition .
The following individuals will have access to SE Cards and will be responsible for the awarding of them:
Members of the Food and Beverage Managers’ Association Executive Committee
Workforce Development Board Members and related Agencies
Presidents of the Hospitality Alliance Singapore
Invited Media Partners related to the Food and Beverage Trade
Invited Individuals deemed fit by FBMA Exco
Criteria of Awards
Service has many multi dimensional aspects and this leads to challenges in quantifying and measuring what constitutes excellent service. Because of this, the FBMA Exco has requested the abovementioned individuals to use their expertise and experience in the hospitality and service industry to award deserving service providers with the Service Excellence Cards.
The below list can be used as a guide:
Warm, Attentive Service
Courteous
Good professional knowledge – products, services
Went out of the way to make a customer’s experience a better one
Discreet
ETC………
Awarding of SE Cards
Awarding of the SE Cards will be done immediately after the dining experience. Persons awarding the SE Cards are requested to assist in collection of personal information of the individuals. This can be done on the SEC Info Slips provided in the Service Excellence Kit. Periodically, awarders are also requested to update (through SMS) the information collected on the info slips. This will serve to create a database which FBMA can monitor and further promote.
Awarders are kindly requested to present the SE Cards to the deserving individual in the presence of a management staff.
Awardees
Individuals who receive the SE Cards are encouraged to log onto the FBMA website for more information about this programme. While there, they can also register themselves as having been awarded the SE Card. This will entitle them to receive the SE Collar Pin – to be worn while on their uniform as recognition of their efforts.
