Aon Hewitt recognises Royal Plaza on Scotts (RP) as Singapore's Best Employer 2013 and Best Employer for Commitment to Engagement in its Best Employers 2.0 study. The authority on measuring and improving engagement to drive workforce performance, Aon Hewitt, selects the nation's best based on a high level of employee engagement, compelling employer brand, effective leadership and high performance culture that translate into a committed and productive workforce.

Royal Plaza on Scotts' service DNA was defined in 2006, where developments and improvements to the hardware of the hotel - rooms and products, as well as the heartware - the organisation and the service culture, were made. The hotel recognises that its people are its best assets, which differentiates it from the rest, and continues to build on the organisation's culture to establish a stronger emotional connection with its employees.

The hotel prides itself in its unique brand of service and strives to provide both personal and emotional satisfaction for both its internal and external guests. These brand values are anchored on specific attributes which distinctly differentiate the service delivered by employees, in line with its vision of being the leading hotel providing great customer experience. 

The hotel's powerful brand values S.E.R.V.I.C.E sets its direction.

Seamless - We ensure our guests deal with one hotel and not multiple departments.

Empowered - We are empowered to take care of our guest needs to make things hassle free.

Refreshing - We work at distinct details that make Royal Plaza on Scotts a haven to recover from the exhausting demands of business travel.

Versatile - We are committed to enhance our services and simply make it easier to do business.

Individualised - There is no scripting in our interactions as our guests have their own personalised needs and preferences.

Charming - We believe in wholehearted friendliness for our guests and our colleagues.

Extraordinary - We seize every opportunity to create as many WOW moments as possible.

The tagline for RP (What Can We Do For You) reflects the hotel's service and this is demonstrated from the management to the employees first and foremost. It is important to find out what the employees really want and address issues that are important to them. Formal platforms have been established where employees from various departments can share their opinions on how the workplace may be improved.

Engagement sessions like junior board and middle manager's meetings are conducted on a regular basis, where the hotel asks employees "What Can We Do For You". There is also an allocated timing every Friday for any employee who wishes to walk-in and have a chat with the General Manager during the open-door session. The open communication has brought about various initiatives including flexible benefits, children education subsidies and birthday leave.

RP also focuses on driving its Employee Value Propositions, namely instilling trust and respect, celebrate and recognise the successes of each individual and team, and make the organisation fun to work in so employees are driven by passion to make a difference.

The hotel is committed to "trust & respect" hotel employees where it has omitted the standard clock-in and clock-out practice as well as the submission of medical certificates. Employees just need to ring in and let their supervisors know that they are unfit for work. This demonstrates the level of trust and respect that the organisation places in them. In turn, they feel empowered to be responsible for their own work.

RP also directs its efforts in upgrading the hardware of the organisation for employees so that they feel at home. It has spurred RP to launch Chillax Lounge last year, a chill-out space equipped with entertainment facilities for employees to unwind and bond with each other. This is the hotel's way of showing appreciation to employees for their passion and relentless efforts.

The recipe to RP's success lies in treating our employees as we would for hotel guests so they feel appreciated and valued. Employees are inspired when their views are heard and respected and when they are able to make a difference in the organisation. When employees find fulfilment in their work, they are willing to put in the extra effort. The hotel believes that all employees will then be able to reciprocate through the service they provide because ultimately, happy employees make happy guests.

Patrick Fiat, General Manager said, "We are pleased to share the honour of being Singapore's Best Employer with our committed employees and guests. The hotel will continue to strive to create a fun organisation, where employees look forward to come to work and extraordinary experiences are created for hotel guests every day."