Resorts World prepares to face up to manpower challenge

It is a sign of the times that the most oft-asked question of Resorts World at Sentosa (RWS) is not how it will fill its six hotels (1,800 rooms) or find customers for its attractions, but where it will find its staff.

By the time it opens in early 2010, the integrated resort is expected to have a total staff force of more than 10,000. While the main bulk of its staffing needs will be filled six to nine months before its opening, the company has started hiring for key personnel covering corporate functions and project management positions.

According to Ms Seah Ee Boon, Senior Vice President, Human Resources & Training, RWS, it currently has on its payroll about 200 employees across various departments like Communications, Finance, IT, HR, Legal, Marketing, Sales and Projects.

"This will be ramped up next year, six to nine months before our opening in early 2010," she said, to allow time for staff orientation and the necessary training.

About 30% of its entire staff strength will be working in the casino, while another 30% will be deployed at Universal Studios Singapore. The rest will be distributed throughout its other attractions, six hotels, shows, MICE (Meetings, Incentive Travel, Conventions and Exhibitions) and events, said Ms Seah.

And Ms Seah knows it will not be easy finding the manpower. "Not unlike many organisations, we face the manpower crunch in the current booming economy," she said.

Drawing upon synergies and alliances

Since winning the contract to build RWS in December 2006, Ms Seah said the company has been working very closely with the universities, polytechnics and ITE as well as government agencies such as the Singapore Tourism Board (STB), the Workforce Development Agency (WDA), the National Trade Union Congress (NTUC) and Ministry of Manpower (MOM), to draw synergies and alliances for manpower planning and training.

In July 2007, it signed the Singapore National Employers Federation (SNEF) pledge to adopt Fair Employment standards "and have ensured we do not discriminate for hiring".

"Also, we are committed to hiring Singaporeans, and hence are working closely with government agencies for hiring of older workers, back-to-work mothers, physically challenged and yellow ribbon groups."

However, Ms Seah said, the shortage of manpower and an ageing workforce is a reality. "Given the tight labour situation and also the shortage of skill sets for certain areas of work, including theme parks and casinos, there will be a need for us to hire from overseas, especially to infuse role model training and 'cast and crew members' concept as well as quality assurance in maintenance of sophisticated shows and rides.

Hiring and fast tracking a key part of plan

Ms Seah Ee Boon, Human Resources Director, Resorts World at Sentosa.

"Our target groups would include experienced managers and staff from diverse industries as well as fresh graduates and school leavers. We will also hire staff from beyond the hospitality sector. Besides those with experience in theme parks, resorts, hotels, shows, events and F&B companies, we will also be hiring from banks, retail stores, engineering companies, IT firms etc.

"In a nutshell, we plan to first hire and 'fast track' a core group to undergo intensive training, which involves some overseas attachment. This group will then work on pre-opening projects as well as training those who join later - like their second line and so on.

"Hiring will be intensified by second half of 2009, when we prepare for our pre-opening. Training programmes and on-the-job training will be varied depending on job nature. For example, some staff will get to cut their teeth at other Universal Studios theme parks and our sister company, Genting Highlands Resort in Malaysia."

Added Ms Seah: "We strongly believe - and are confident - in being a good employer.

"Besides providing good career opportunities and prospects, and the creation of fulfilling and enriching jobs, we will also endeavor to promote our employees' well being. We are looking for talents with a good service mindset and very importantly, those who are fun-loving with zest and good energy level.

"Due to the nature of the resort operations, we will also need staff who are flexible towards working hours; this include service staff who will be required to work when the resort is closed for the day."

Response to RWS' manpower overtures has been "tremendous", said Ms Seah. "We see a lot of excitement and buzz from those who attended our career talks, our interactions within the tourism sector as well as from the applications we have been receiving. It has been most encouraging and we look forward to a very successful recruitment drive."

Training critical to differentiation

On what is needed for Singapore to tackle its manpower challenges so that its tourism services can remain at a quality that will command premium rates, Ms Seah said: "Much has been said about the service standards here in Singapore. For local tourism products and hospitality offerings to soar, emphasis must be given to both training and inculcating the need for not just acceptable service - but excellent service - which so many countries are synonymous with.

Service is the one differentiating factor that separates the good from the excellent, and this is something that we need to focus on to ensure that we are top-notch."

On its training programmes especially with regards to the softer skills of interpretation should this be interaction? Or referring to actual interpretation of other languages? required in the theme parks and attractions, Ms Seah said staff would be trained to deliver a most memorable guest experience, yet with safety in mind.

"For example, someone taking on the role of a costumed character would have to be exuberant and expressive, while a theme park ride operator has to be meticulous and vigilant in ensuring that all safety harnesses are in perfect working order.

"Besides conventional training methods, specialised training for specific jobs will also be emphasised as part of our learning culture. This includes sending staff for on-the-job attachments at other Universal Studios Theme Parks. Locally, we are already in collaboration with various government agencies and learning institutions, and will be most happy to explore opportunities to work with industry partners."

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