2017 ROTY Winner - Heng Joan Sheng Douglas

Receptionist of the Year

Be the next rising star

Alcatel-Lucent Challenge Trophy Hotel Receptionist of the Year Competition is back!

The Receptionist of the Year (ROTY) Competition is back and into its 23rd year!  This year’s winner will be representing Singapore to compete for the David Campbell Trophy in January 2019 in London, UK.

While we congratulate Ms. Valentina Ventura, from Rome, Italy for winning the coveted David Campbell Trophy 2018 in Zurich, Switzerland, we aspire to bring the trophy back to Singapore.  Now is the time to hunt for our next Singapore representative!  YOUR Hotel’s representative may be the next winner!

Registration is opened from 11 June 2018 to 29 June 2018. Hotels can enjoy the convenience of registering their nominations online at: http://aicr.org.sg/awards-registration/receptionist-of-the-year.

Qualified nominees will be contacted by the ROTY Competition Organising Committee by early July 2018.

For highlights of the ROTY Competition and the ROTY Roadmap, please refer to the pdf file.  Should further information be required, please contact us at arde.sg@gmail.com

We look forward to your Hotel’s participation!


Mervlyn Chew & Alvin Tan

ROTY Organizing Committee

Email: arde.sg@gmail.com

Competition Format

National Level

There are two stages: the Preliminary Round comprising a Written Assessment and an Interview, to be held in August 2018, and the Final Round, consisting of a Written Examination and a Role Play, is scheduled in October/November 2018.

International Level

The International Competition, to be held in January 2019 in London, U.K., comprises a Written Examination and a Role Play.

Entry Criteria

National Level

To qualify for the competition, the nominee must:

  1. Be a confirmed1 full-time employee of the hotel, performing the job functions of a hotel receptionist2;
  2. Be either a Singapore Citizen or Permanent Resident between 18 and 35 years old;
  3. Be nominated by the General Manager, seconded by a member of the Association of Rooms Division Executives, Singapore (ARDE) working at the same hotel or by the FOM/RDM if the hotel does not have an ARDE member;
  4. Be able to perform, proficiently, tasks related to the following:
    • Reservations
    • Reception, guest information and services
    • Guest departure, Cashiering and Front Office accounting
    • Business centre services
    • Telephone and related services
  5. Have knowledge of the following:
    • Cost, profit and revenue (including basic revenue management)
    • Staffing level and structure
    • Sales and promotion
  6. Be available to attend a full day workshop cum Competition Briefing organised by the ROTY Organising Committee on 11 July 2018.


Note 1

confirmed” means “after probation”, regardless of the length of probationary period stipulated by the hotel

Note 2

The nominee should not be holding a supervisory/managerial position (e.g. management trainee) at the hotel. A letter is required from Human Resource to confirm the nominee’s non-supervisory/managerial position at the hotel

Note 3

Applies to Nominees who qualify for the Final Round of the ROTY Competition

International Level

  1. The winner at the National Level will represent Singapore at the International level.
  2. The candidate must be working with the hotel that nominated him/her for the competition at the national level at the time of the international competition.
  3. In the event that the winner cannot represent Singapore due to unforeseen circumstance, the first runner-up at the National Level will replace his/her participation at the International level.
  4. Final decision on the eligibility of candidate is at the discretion of the Executive Organising Committee.

Competency Level

Skills and knowledge related to

  1. Reservation and yield management basics
  2. Reception, Guest information and services
  3. Guest departure, Cashiering and front office accounting
  4. Business centre services
  5. Telephone and related services
  6. Cost, profit and revenue knowledge
  7. Staffing level and structure
  8. Promotional Ideas

A written assessment of your nominee performance will be made available for all participants.

National Past Winners
Year ROTY Winners Represented Hotel
2017 Heng Joan Sheng Douglas The Ritz Carlton Millenia Singapore
2016 Christine Yeo PARKROYAL on Pickering hotel
2015 Alvin Tan Ritz Carlton Millenia Singapore
2014 Carmen Foong The Regent Singapore
2013 Gwendolyn Chia St Regis Singapore
2012 Shireen Bhullara Raffles Hotel
2011 Diane Lim InterContinental Singapore
2010 Joan Seng Conrad Centennial
2009 Ivy Teong Royal Plaza on Scotts
2008 Makoto Namiki Pan Pacific Singapore
2007 Dawn Yeo The Fullerton Hotel
2006 Karene Lim Four Seasons
2005 Ian Soh Grand Copthorne Waterfront
2004 Christina Ho Raffles The Plaza
2003 Jennifer Lai Raffles The Plaza
2002 Edmund Lim Mandarin Oriental
2001 Aisha Ahmad Four Seasons
2000 Shanny Goh Westin Plaza
1999 Michelle Norfor Ritz-Carlton
1998 Sukhbir Kaur Sheraton Towers
1997 Logan Nathan Four Seasons
1996 Janet Wong Four Seasons
David Campbell Trophy - Past Singapore Winners
Year Venue Representative Represented Hotel International Achievements
2013 Hamburg, Germany Gwendolyn Chia St. Regis Singapore Winner
2012 Diane Lim Xing Rui Prague, Czech Republic Intercontinental Hotel First Runner-Up
2007 Tallin, Estonia Karene Lim Kai Lin Four Seasons Hotel Winner
2004 Paris, France Jennifer Lai May Leng Raffles the Plaza Second Runner-Up
2003 Berlin, Germany Edmund Lim Chong The Oriental Winner
2002 Brussels, Belgium Aisha Ahmad Four Seasons Hotel Winner
1999 Singapore Sukhbir Kaur Sheraton Towers First Runner-Up
1998 Lausanne, Switzerland Loga Nathan Four Seasons Hotel Winner
1997 Prague, Czech Republic Janet Wong Four Seasons Hotel First Runner-Up
Heng Jian Sheng, Douglas
There are no regrets to look back in life, only lessons to learn from.

Heng Jian Sheng, Douglas - The Receptionist of the Year Singapore (2017)

My name is Heng Jian Sheng, Douglas, and it is my highest honor to be selected as the Alcatel-Lucent Challenge Trophy Hotel Receptionist of the Year 2017. The entire journey so far has been nothing short of exhilarating, enlightening and humbling.

Having been labelled as ‘talkative’, ‘over-zealous’ and ‘hyperactive’ since young, the opportunities to interact with people at anytime and anywhere have made the hospitality industry a perfect platform for my daily dose of ‘human interaction’.

The hospitality industry has also provided me with the opportunity to meet people from all over the world without me having to leave Singapore. With each and every guest having their own story to tell, I look forward to coming to work every single day, aiming to not only assist, but delight my guests.

The journey thus far as the Alcatel-Lucent Challenge Trophy Hotel Receptionist of the Year 2017, from the registration and workshops, to the preliminary round, to the announcement of finalists, to the boot camp, to the finals, and finally to representing Singapore on the international stage, has been extremely rewarding. Every stage of the competition presented new challenges to learn from and opportunities to meet fellow industry players, both local and overseas. While the jittery nerves, immense pressure and steep learning curve were huge trials to overcome, the exposure and recognition gained have made everything worth it.

I believe that by giving one’s best shot at every opportunity or challenge life throws at him or her, one will then live with no regrets, but gain useful experiences, even if things do not work out as planned. I am fortunate mine did, and once again, I am extremely thankful to be selected as the Alcatel-Lucent Challenge Trophy Hotel Receptionist of the Year 2017.

Nominate potential candidates now

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