COSTA SANDS RESORT |
Overview |
Costa Sands Resort, a branch of NTUC Club, started in 1986 to provide value-for-money entertainment and recreational facilities to NTUC members and their families. Through the years, the resort has grown from one to three locations. Costa Sands Resort (Downtown East) and Costa Sands (Pasir Ris) are popular holiday spots for Singaporeans. Costa Sands’ rooms are "branded" as family-focus rooms as it's the only resort which can accommodate four pax to a room. |
Strategy |
Mission |
To position itself as a Pro-Family business, the management at Costa Sands Resort believes in investing in initiatives that lead to higher family service outcomes. A monthly budget has been allocated to the respective departments at both resorts to support their family-focused activities, which are aligned to the strategic service intent – “To touch the hearts of our customers”. |
Product & Service Mix |
To provide families with a memorable experience at Costa Sands Resort, its product offerings, well-thought-out amenities and excellent service are focused on the family unit.
Resort packages are bundled with premiums that are useful for families, such as trolley bags, gift towels, swimming boards. Tickets to theme parks within the resorts are also issued for every night of stay, so that families can enjoy their time together with the various rides and games. |
Marketing & Promotions |
To encourage family holiday bonding, NTUC Club launched a $1 million a year Family Recreation Fund, to reach out to low-income families so that they too can enjoy a vacation at the Resort at no cost. The $100 Family Recreation Fund vouchers allow these families a complimentary 2 Day/1 Night resort stay with breakfast and dinner for four persons. |
Service |
Service Attitude |
To keep families coming back to the resort for their holidays, the resort believes that all its systems and processes as well as employees must be geared towards serving customers well. For example, the resort taps on an SMS engine to inform guests of their chalet number two days prior to their arrival, so that they may inform their guests in advance of any gatherings or celebrations at their chalet.
Employees have to undergo a Service Standards Training, where they are trained to identify the various customer groups and accord them the appropriate service standard. For instance, staff will offer wheelchairs or ground-floor rooms to the elderly or for those who need assistance in moving around. |
Nurturing service care |
To nurture service care, the resort’s front office staff are equipped with portable laptops to approach guests with small children and/or elderly parents, to bring them out of a queue and assist them when they are comfortably seated at the reception area. Young children are also given sweets and apples so that they are occupied while their parents are being checked into our resort.
Resort staff undergo "balloon sculpture" training to delight our young guests. Other than that, Resort staff will "entertain" families and other guests alike during the festive seasons such as Christmas and New Year's eve & day. |
Safety first |
As a family-oriented resort, a lost-child SOP is in place to try and locate the parents as soon as possible, as the situation is usually very traumatic for both the child and the parents. When a "lost child" is found, the Duty Manager will inform Security to scout around for the parents; and for the Help Station to page for the parents over the Public Announcement system at 15-minute intervals. Meanwhile, the Duty Manger will mind the child at the Front Office with snacks and a drink and try to comfort him or her. The Duty Manager will then accompany the child around the resort to try and spot the parents. The child is never left alone at all times, and the above procedures are repeated until the parents are found. |
Infrastructure |
Access & Layout |
The elevated swimming pool at Costa Sands (Downtown East) comes with an elevator to make it easily accessible to elderly guests and wheelchairs. The handicapped car park space at the Pasir Ris resort has a ramp access while the staircases to the entrance of the chalets are built with handrails. The vehicle drop-off points are sheltered right up to the front lobby of both resorts. Temporary make-shift ramps for wheel-chair bound guests, wheelchairs and baby cots are available upon request. |
Facilities |
Chalet rooms are designed with families in mind as some rooms have a connecting door for the convenience of extended families. At Costa Sands (Downtown East), a BBQ pit with seating for 12 persons is allocated near the chalet, while at Costa Sands Resort (Pasir Ris); customers can barbeque at the portable BBQ pits at the porch area right in front of the chalets. Baby cots and wheelchairs are readily available for loan upon guests’ requests.
Foot reflexology paths around the resort grounds appeal to the elderly, whilst younger kids can enjoy “eXplorerkid”, an in-door playground complete with a ball-room and obstacle course. |
