EDITOR Jimmy Sho EDITORIAL Liau Yun Qing, Susie Li (Chinese) DESIGNER Cherry Choo CONTRIBUTORS Chow Mei Foong, Ivy Sng, Koh Yee Wei, Laura Chew PRINTER Naili Printing Industry

aRWSome is a monthly staff newsletter published by Resorts World at Sentosa Pte Ltd (“RWS”). Printed by Naili Printing Industry. All rights reserved. The opinions expressed in aRWSome do not necessarily reflect the official views of RWS or its partners. aRWSome is the product of creative efforts and incorporates copyright material belonging to RWS. Journalists, writers and/or any other third parties who wish to quote or reproduce material from aRWSome are to contact the RWS Communications Dept. for prior written authorization and/or waiver of copyright. If you have feedback, contributions or story ideas for aRWSome, email tmfeedback@rwsentosa.com

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From the CEO

Upcoming in 2016

Snapshots

TM Scribbles

A Day in the life of A Park Services Crew

Love Letters from Guests

HR/Corporate Safety

TM Perks

中文版: CEO新年献辞

中文版: 最新资讯

中文版: 专题报道

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CONTENTS

NEW YEAR, NEW ARWSOME WORDS BY JIMMY SHO

EDITOR’SNOTE

Happy New Year everybody!

As the highs of frantic year-end parties end, it’s time dust off our thinking hats and set our yearly resolutions. For some of us, these ‘new’ goals may sound like last year’s – lose some weight, be greener, live simpler. Some things are easier said than done.

To get you started, we applied the goals above on aRWSome. The edition is now leaner, and print copies will be reduced to make way for a more visible online presence soon.

In the spirit of the New Year, we also take a look at some upcoming changes for the Resort and what some Team Members hope to do this year. Plus, we have a note from the CEO to welcome you into 2016.

Onwards!

2 JANUARY 2016 WHAT’S NEW

Achievement unlocked: RG Check accreditation

In Nov 2015, RWS Casino became the first casino in Asia Pacific to receive the RG Check accreditation from Responsible Gambling Council (Ontario), one of the most comprehensive and rigorous responsible gambling accreditation programme in the world. The independent assessment is a seal of approval for Genting Singapore’s commitment to its players’ safety net. Seah-Khoo Ee Boon, RWS Responsible Gambling Officer says: “A big thank you to all Team Members, especially our RG Ambassadors for their support of the RWS RG programme and during the extensive accreditation process. We will continue to work with all business units to uphold the highest standards in responsible gambling for RWS Casino.”

Amber Rock Climb, now free to climb

Gear up, climbers! From 4 Jan 2016, guests can scale the fossil walls of The Lost World at Amber Rock Climb for no additional charge.

3D art at RWS Waterfront breaks Guinness World RecordAt 183.5m, the street art “Story of our city 3D” went into the Guinness World Record as the world’s longest anamorphic pavement art when it was unveiled on 11 Dec 2015. The art, which was commissioned by Channel NewsAsia and runs from outside Trick Eye Museum to Insadong Korea Town, took close to 50 artists, teachers and students 11 days to complete. It broke the previous record of 140.3m set on 14 Sep 2013 in Lelystad, the Netherlands.

Michelin Guide comes to Singapore in 2016 After Japan, Hong Kong and Macau, the Michelin Guide will soon make its next Asian appearance – here in Singapore. The inaugural Singapore edition, which is expected to be out early in 2016, will also be the first Southeast Asia Guide to be published. The Michelin Guides collection has a history of more than a century, and being listed and given Michelin stars can have dramatic effects on a restaurant’s success. RWS is the title partner for the Singapore Michelin Guide, and will work with Michelin and Robert Parker’s Wine Advocate, a US-based wine publication, to showcase the guide and Singapore’s vibrant dining landscape.

Christmas tree record: Australian beats Universal Studios Christmas mad Australian David Richards built a tree in Canberra with 518,838 lights, breaking Universal Studios Japan’s record of 374,280 lights set barely a month before. The lights came on at 8.45pm Australian time on 27 Nov 2015, putting Richards in the Guinness World Records as the man who orchestrated the world’s ‘Largest Display of Christmas Lights on an Artificial Tree’.

WHAT’S NEW

WHAT’S NEW JANUARY 2016 3

2015 was one of the toughest years for RWS since we officially

opened in 2010. Our premium gaming business had been significantly affected by

a global downturn in the VIP gaming business segment. This has resulted in a significant weaker than expected financial performance.

As we face the headwinds of slowing growth throughout Asia, it is important that we continue to maintain our “kampung spirit” – help each other and work together as a team. We will continue to market aggressively in our core overseas markets. Within RWS, we will embark on a continuous guest improvement programme through training and IT enhancements. We have been in business for coming to 6 years now. It is time for us to examine ourselves and see how we can continue to be relevant in our core commercial activities, and at the same time be the major tourism driver for Singapore. We have to re-invent, innovate and re-group as we move forward to grow our resort. I believe that if we can re-affirm and strengthen our strong “kampung spirit” culture, we will be able to overcome all the challenges that come our way.

Notwithstanding these challenges, we had a good FIVE years celebration last year and this milestone would not be possible without your hard work and dedication. RWS received its fifth consecutive ‘Best Integrated Resort’ award from TTG Travel Awards that honors the best of the best in the Asia-Pacific travel trade. This remarkable feat is a clear testament of our team member’s unwavering commitment to set a new benchmark in service excellence.

We also clinched four awards at Singapore Experience 2015, which is the highest award platform in Singapore’s tourism industry. Universal Studios Singapore for ‘Best Visitor Attraction Experience’, Forest for ‘Best Dining Experience’,

FROM THE CEOTogether as one “kampung”, we work together, play together and succeed together.

Ocean Dreams won its second consecutive award for ‘Best Learning and Travel Experience’ and Universal Studios Singapore’s Halloween Horror Nights 4 bagged its first award for ‘Best Leisure Event of the Year’.

As the brand leader in integrated resort development, we stay committed towards raising the bar of excellence to deliver quality products and memorable experience to our guests. We unveiled Puss In Boots’ Giant Journey at USS and re-launched the much awaited Battlestar Galactica: Human vs. Cylon. We also successfully opened the 557-room Genting Jurong Hotel which sets to infuse new energy and vibrancy into the thriving business and lifestyle hub of the Jurong Lake district. Over at ACW, our new Wet Maze attraction has recently started to welcome guests.

Over the last few weeks, I have worked with all the Business Unit heads to re-organise our teams for service delivery and truly reflect our teamwork within our “kampung”. We have also revised our management approach to embrace a more empowered and inclusive philosophy. Training, grooming and mentoring our next few echelons of leadership will be a priority for 2016. In line with style, I would encourage all of you to adopt a more open and sharing team spirit.

Together as one “kampung”, we work together, play together and succeed together.

On this note, let me wish you a Happy New Year and a great 2016 ahead!

Thank you for your support. TAN HEE TECK, CEO

4 JANUARY 2016 FEATURES & INTERVIEWS

UPCOMING IN

As we shake off the lethargy of too many parties and too little sleep, and set our sights on the newness of 2016, here are some things we heard are in the pipeline for the Resort this year.

HO YEH CAFETERIA

Works to revamp the lounge and cafeteria for our casino TMs are expected to be

completed in early 2016. Changes such as brighter lighting, a cozier layout, addition

of storage for motorcycle helmets and a TM message board for messages to each

other are some of the changes we’ve heard will be implemented.

Called the Wet Maze, it is a two-level adventure course with water

elements (of course), including a rope obstacle course on the

second level. More about this in aRWSome February.

The Attractions team also has a cross training programme for full time crew starting 29 Feb 2016. It gives Attractions Ops crew, with at least six months of service, an

opportunity to experience and learn through taking on other job roles

within the Attractions team.

As a nation, Singapore is pretty crazy about food; going out of their way to

far-flung locations to get their favourite dishes. Sadly, that does not translate to

people finishing their food. In the Resort, word is that the FM&E team is installing bio-digesters to reduce food waste in the Resort, which is expected to reduce up to

300 tons of food waste a year.

REDUCINGFOOD WASTE

NEW ATTRACTION IN ADVENTURE COVE WATERPARK

UPGRADE

CROSS UTILISATION TRAINING

WORDS BY JIMMY SHO

LEARNING

TMs are encouraged to continually learn and expand on knowledge and skills, and grow together with RWS, through five broad categories of training

programmes available in RWS (see aRWSome Sep 2015). For the Attractions Training & Development

team, the structured Learning and Development Programme (LDP) will focus on Leadership (Q1),

Service Excellence (Q2), Safety and Go Green (Q3) and Theming (Q4) in 2016. The year’s LDP

programmes will kick off with “Light up the Leader in You” on 20 and 25 Jan 2016.

PROGRAMMES

2016

Things are never stale on the dining front. Not only is the Michelin Guide coming to

Singapore, we are also constantly refreshing our dining options. We don’t have all the details yet

but we heard a Hong Kong ‘char chan teng’-styled dining will be opening in the Forum

some time in 2016. More news and details on upcoming restaurants in future editions of

aRWSome (when we have them).

RESTAURANTSNEW

FEATURES & INTERVIEWS JANUARY 2016 5

WORDS BY JIMMY SHO PHOTOS BY WONG VI KING, JIMMY SHO, LI JIANDE, YANG ZHENHAO

Biggest aRWSome Apprenticeship yetFor two weeks this year, 68 youths between the ages of 15 and 17 were transformed into greeters and guides at RWS as part of the aRWSome Apprenticeship programme. In its fifth year, the aRWSome Apprenticeship programme targets underserved youths to equip them with practical skills through mentorship and training at RWS. Including the 68 Apprentices who received their certification on 11 Dec, more than 160 students have graduated as Apprentices since 2011.

1,400 aRWSome wishes came trueChristmas came early fot 1,400 children beneficiaries and their families – when they got a sneak peek of Santa’s All-Star Christmas and brought home presents on 4 Dec. Realised through aRWSome Wishes, this year saw Team Members collectively contributing more than $30,000 for the gifts. We also had the support of nine partner banks and organisations, such as MasterCard, who contributed to the funds as well as providing volunteers for the event.

Signs that it was ChristmasIn hues of red, white, green and blue, the Resort bids Christmas a warm welcome in tropical Singapore.

SNAPSHOTS

6 JANUARY 2016 FEATURES & INTERVIEWS

TM SCRIBBLES

COMPILED BY JIMMY SHO

Irene Lee, F&B Ops Miyoki Ng, F&B Ops Marcella Tan, TECZO

Felovemyr Tarinay, Attractions Ops Base Angie Pang, Guest Services

Ernest Tay, Housekeeping

Low Mei Wei, HR

WHAT I HOPE TO ACHIEVE IN 2016

FEATURES & INTERVIEWS JANUARY 2016 7

WORDS BY LIAU YUN QING

SERVICES CREWThe Park Services team keeps Universal Studios Singapore clean, makes sure the amenities are in working order, ensures that the park is safe for the guests and also serves as ambassadors who enhance the experiences of guests. I follow Larry Lee, part-time Crew at Park Services, to get first-hand experience at this job.

The 30-strong Park Services team works three shifts: morning, noon and night,

and are assigned to one of three different zones. Larry is on the morning shift (from 8.00am to 5.30pm), and for that day, we get the honours to prep Hollywood, Universal Plaza, New York and Sci-Fi City, which the team calls Zone 1. For 1 hour and 45 minutes before the park opens at 10am, we sweep through Zone 1 to check that floors are clean, decorations are in order and display lights are working.

Larry’s six years of experience in the team shows, in how easily he spots litter and inconsistencies on our pre-opening rounds. At the vintage cars exhibit, as I wipe down the cars for the day ahead, Larry quickly spots a missing insignia on the car - possibly removed by a guest. He notes this down to have it replaced.

We break for water and then it is time to welcome guests as the park opens its gates. Part of our job involves helping guests get around and plan their itinerary. Questions we get may even be about other parts of the Resort. I’m proud to say I helped a guest with questions about S.E.A. Aquarium.

After the initial opening rush is over, we walk our assigned zones, picking up litter and making sure the park is clean. Some teams may have to clean up vomit (it happens quite frequently, at least once a day!), with the Battlestar Galactica being the main culprit. Thankfully, using chemicals, the team can clear it up in less than 10 minutes, no smell and trace left behind.

Toilet duty is probably one of the least glamorous parts of the job, but a clean toilet is essential to every guest experience (we’ve all seen our share of dirty toilets!). The team checks the 12 toilets in the Park every hour. If a guest makes a mess of things, it is up to the Park Services team to clean it up. The team locks down the “crime scene” and redirects guests to other toilets, while containing the “spill” and cleaning it up. Thankfully we didn’t encounter any emergencies that day and I just did a bit of mopping.

Throughout the day, the Park Services team also provides services such as balloon sculpting, water art and photo-taking/fun snap. Larry tells me that making guests happy is one of the best parts of his job. I don’t quite understand it until a family of guests from Turkey asks me to be part of their family photo. As I smile into the camera, I realise that beyond keeping the park clean, the job ultimately boils down to giving guests a great experience. And a lot of walking – these guys change their shoes every six months.

A PARKA DAY IN THE LIFE

OF...

8 JANUARY 2016 TM CORNER TM CORNER JANUARY 2016 9

Birthday Celebration / StaycationLovely Equarius Hotel with great service and rooms beyond my expectations. Thanks to bellman

Ismail for a warm welcome, and to Syed Adam and Lynette (I think) from the reception for doing us a fast check-in and check-out, and never failing to deliver a great service with a smile.

Most awesome experience was to bell captain Johairy for making our stay a memorable one. When we were looking for the nearest ATM machine, Johairy instead went the extra mile and made my birthday an amazing day to remember. He gave us a ride on his buggy to the ATM followed by a little tour around the Beach Villas, showing us the facilities there. I felt like a VIP on my birthday.

Lastly, a birthday cake was in our room to surprise us when we return from the gym. Kudos to the staff and hotel for making our stay a wonderful and memorable one.-vongolazri on TripAdvisor

Wonderful dining experience in SentosaAs my wife is coeliac and needs gluten-free options, our evening search in Sentosa was proving challenging until we stopped at Osia. Loh Yeng, the lead waitress was excellent in terms of her understanding of the gluten free options on the menu. She talked through the menu and we elected for the Barramundi fish, which was excellent. This was a very enjoyable experience and top marks to Loh Yeng for saving the evening.-KentHonestTraveller on TripAdvisor

LOVE LETTERS FROM GUESTS

RWS Fun cards: Redeem vouchers

Looking to develop your problem solving, decision making and communication skills? The WSQ Workplace Skills (WPS) programme aims to do that, and will continue to be offered this year to TMs based on learning needs and job role.

Targeted at TMs in operations and supervisory roles, each WPS workshop last for two days and participants will be nominated by their BU. Check out the available courses in Transformer under Human Resources > Learning & Development > Training Calendar and Course Write-ups and talk to your supervisor if there is something suitable for you.

WSQ Workplace Skills training programme continues in 2016

WORDS AND PHOTOS BY KOH YEE WEI IMAGES FROM WSH COUNCIL

It doesn’t require much to practise good office ergonomics, by following these simple tips from WSH Council and from using things you can find around you.

Economical tips to enhance office ergonomics

Reuse old carton boxes to relieve pressure on your thighs when you sit.

Use old textbooks or arch files to elevate your monitor or laptop to prevent strain to your neck.

HR CORPORATE SAFETY

Been busy impressing guests and have chalked up a collection of RWS Fun cards? Awesome! But don’t forget to reward yourself too. Redeem every RWS Fun card for one S$10 Tenant Voucher from HR Touchpoint.

RWS Fun cards need to be redeemed within one month. Tenant Vouchers are valid for six months. Questions? Contact valerie.huang@rwsentosa.com.

10 JANUARY 2016 TM CORNER

Despicable Me Zip Pouch Set Each set comes with 3 different sizes of zip pouches.

Store Location That’s a Wrap

$9 each set (U.P. $12.90)

ITEM OF THE MONTH

TM PERKS

Events

14th World Children’s Haiku Contest

Come down to Maritime Experiential Museum for the haiku contest’s launch event, workshops for children by award-winning poet Shelly Bryant, and display of past winning entries.

Date: 16 Jan 2016 (Saturday) Where: Maritime Experiential Museum, Resorts World Sentosa Launch Ceremony: 8.30am Workshop: 9.30am, 11.30am, 1.30pm, 3.30pmMore info: mlpeducation@rwsentosa.com

Attractions

Open Water Certification at S.E.A. Aquarium

Get certified as an open water diver through four weeks of self-study, three night dives and one full-day dive. Learning materials and dive equipment will be provided. No travelling overseas required. Cost: $498More info: dive@rwsentosa.com

F&B Tangerine (closed on Mon)

• 3-course hearty set lunch at $28++• 1 TM dines free with 3 paying guests. Available on weekdays, except eve of / on public holidays.

Palio (closed on Tue)

• 3-course Tuscan lunch set with a glass of Italian soda, at $18 nett. Available for weekday lunch, except eve of / on public holidays.

• 25% off a la carte food menu, and 1-for-1 on selected drinks with every main course ordered. Available Sat & Sun lunch, and Mon – Sun dinner, except eve of / on public holidays.

Forest 森

• 1-for-1 set menu for lunch and dinner. Includes CNY menu from 22 – 31 Jan 2016. Available from Mon – Sat, except eve of / on public holidays.

Starz Restaurant1 TM dines free• Lunch (Mon – Fri) : with 1 paying guest• Dinner (Mon – Thu) : with 1 paying guest• Dinner (Fri – Sun) : with 3 paying guests• Hi-tea (Sat & Sun) : with 2 paying guests

TM Price

TM CORNER JANUARY 2016 11

12 2016年 1月 中文版

最新 资讯

中文版 2016年 1月 13

专题报道

14 2016年 1月 中文版

中文版 2016年 1月 15

RWS TEAM MEMBERS

JUST A NUMBERS PAGE

12,170TMs currently work in RWS

443,961

52% 48% 54%

of these TMs have been with RWS for at least 5 years

21-30 years old is the age range where most of our TMs fall under

77years old is our most senior Team Member, Khoo Teik Kooi from Attractions (read our interview with him in Oct 2015). On the other end is Loh Shi Khong from F&B at only 15 years young

1158TMs have their birthdays in October, making it the most proli�c month amongst our TMs. Conversely, February sees the least birthdays, with only 845 TMs celebrating theirs

TMs hold Master Degrees 88

457interns were with RWS in 2015, learning the skills of their (future) trade

5

of our TMs are not married. Singles, you know what to do…

*Information is based on 1 Jan 2016. Compiled by Jimmy Sho, Ivy Sng

o�ces where we workGenting Centre, Pandan Gardens,Genting Hotel Jurong, Resort, MARC Facility

male

female

< 20 yrs old 21 – 30 yrs old 31 – 40 yrs old 41 – 50 yrs old > 50 yrs old

18% 37% 26% 12% 7%

nationalities of TMs making RWS quite a hodgepodge of cultures. We have 1 TM each from Cuba, French Polynesia, Peru, Trinidad and Tobago, and Yemen