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 22nd year! This year’s winner will be representing Singapore to compete for the David Campbell Trophy in January 2018 in Zurich, Switzerland.

While we congratulate Ms. Beatrice Gallo, from London, UK, for winning the coveted David Campbell Trophy 2017 in Paris, France, 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 12 June 2017 to 10 July 2017. Hotels can enjoy the convenience of registering their nominations online using the form below.

Qualified nominees will be contacted by the ROTY Competition Organising Committee by mid-July 2017.

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

We look forward to your Hotel’s participation!

Download Nomination Form

Download Highlights and Roadmap

Competition Format

National Level

There will be a total of two stages – ‘The Preliminary Round‘ where it comprises of interview questions and writing test, to be held in August, and ‘The Final Round‘, comprises of interview questions and role play to be held in October.


International Level

The International Competition comprises of interview questions and role play to be held in the following year.

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 21 July 2017.

Notes

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

Provide a before and after case study, including a short write-up on how the job has been redesigned, and the specific technology that will be used, if any.


Requirements to be fulfilled by Nominees who have successfully enter Final

To qualify for the Final Round of the ROTY Competition 2017, the Finalist must:

  • Attend a 1-day boot camp in preparation for the Final AND a 1-day Master Class3 on Service Improvement; and

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
1996 Janet Wong Four Seasons
1997 Logan Nathan Four Seasons
1998 Sukhbir Kaur Sheraton Towers
1999 Michelle Norfor Ritz-Carlton
2000 Shanny Goh Westin Plaza
2001 Aisha Ahmad Four Seasons
2002 Edmund Lim Mandarin Oriental
2003 Jennifer Lai Raffles The Plaza
2004 Christina Ho Raffles The Plaza
2005 Ian Soh Grand Copthorne Waterfront
2006 Karene Lim Four Seasons
2007 Dawn Yeo The Fullerton Hotel
2008 Makoto Namiki Pan Pacific Singapore
2009 Ivy Teong Royal Plaza on Scotts
2010 Joan Seng Conrad Centennial
2011 Diane Lim InterContinental Singapore
2012 Shireen Bhullara Raffles Hotel
2013 Gwendolyn Chia St Regis Singapore
2014 Carmen Foong The Regent Singapore
2015 Alvin Tan Ritz Carlton Millenia Singapore
2016 Christine Yeo PARKROYAL on Pickering hotel
International Winners Hall
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 Joan Sheng Douglas
THE door to endless opportunities...

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

To be able to participate in the prestigious Receptionist of the Year competition has definitely been one of the major highlights in my young career in hospitality thus far. The challenges and pressure put forth to me during the competition has definitely honed my skills not just in the technical aspects of being a receptionist, but also the human aspects, such as guest interaction and empathy. With it being widely viewed as THE door to endless opportunities in the industry due to the exposure and recognition one can gain from the experience, I am only thankful to be given this opportunity to be part of the competition.

I would also like to sincerely thank The Ritz-Carlton, Millenia Singapore for entrusting me to be the hotel’s ambassador and representative for the competition. A very special mention also goes out to ARDE, together with the instructors, coaches, mentors and industry leaders who continuously seek to contribute and shape new industry entrants like myself to adapt and find success in today’s ever-changing hospitality industry.


Nominate potential candidates now

Details of nominee