Nature shapes the surroundings of The Clement Canopy, a 505-unit condominium located in the heart of Clementi. This is where residents can enjoy the best of both worlds – the tranquillity of home and the bustle of Singapore’s next CBD. The showflat is now open for viewing.

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Principal Garden is a 663-unit condominium nestled in a quiet enclave on the fringe of Mount Echo, Jervois and Bishopsgate area, and just minutes from Redhill MRT station and a short drive to the expressways. Residents also enjoy uninhibited views that stretch from the low-rise surroundings all the way to the CBD and Orchard Road. The showflat is now open for viewing.

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PRODUCT AND SERVICE QUALITY

Product Quality

Our dedication towards innovative design and quality excellence in the buildings we develop has won us several awards and accolades, including the prestigious FIABCI Awards.

Green buildings are an important feature to reduce greenhouse gas emissions, especially in a densely populated city like Singapore. We target to have all our new development of investment properties in Singapore to be certified to at least Green Mark Gold.

We are mindful of users’ needs, including people with disabilities and parents with young children, who visit our properties. We integrate appropriate features where relevant, drawing reference to the Code on Accessibility 2013 by BCA. We explore ways to preserve the environment’s inherent character and cultural heritage, and incorporate environmentally-friendly features where commercially feasible.

 

Service Quality

Service quality is important to our hospitality business. Our service excellence is recognised by the industry and guests alike. The Group’s hospitality brands, “Pan Pacific” and PARKROYAL, apply a unique experience in terms of quality service to make our guests feel at home.

Internal checks are conducted to ensure adherence to brand standards.We continue to benchmark our performance using an external Quality Assurance specialist, in addition to close monitoring of satisfaction surveys and reviews on multiple platforms. Each hotel will incorporate areas for improvement from the audits into the action plan.

One of our core competencies is seamless efficiency in our hospitality business. To achieve this operational excellence, we focus heavily on the development of our human capital and invest in customer-oriented technology. One example is the provision of consolidated services through a single department. Majority of our properties have implemented our proprietary Service One or One Connect System, which is a comprehensive 24/7 one-stop service system where our guests can connect on during their stay. This system allows us to be connected to our guests and respond to their requests more expediently, whether they are matters internal or external to our hospitality business.

We also use a hospitality reputation management software platform. It integrates feedback across review sites such as TripAdvisor, social media platforms such as Facebook, as well as our online Electronic Guest Comment Card (EGCC). Feedback is aggregated on a real-time basis, allowing us to be responsive. Our guest feedback helps us to improve our operations, for example, serving as a key input in our capital expenditure. The software platform allows for comparison of guest reviews and feedback between selected peers, thus enabling us to remain competitive at all times. We have also implemented another comparable metric, Net Promoter Score.

Guest satisfaction forms an important component in our balanced score card, where we measure indicators such as the EGCC score, repeat guest ratio, review score from our online reputation management tool, and negative reviews response coverage. The balanced scorecard applies to senior executives and is reported on a monthly basis to the Senior Management.

Our performance and case studies are reported in our sustainability reports here.