SENTOSA LUGE |
Overview |
The Luge concept of leisure tourism is proudly designed, owned and operated by Skyline Enterprises a New Zealand based tourism company who have patented this thrill ride experience. The Luge cart has a unique steering and braking system making it the only one of it kind in Asia.
Sentosa Luge has done well since it started operations in August 2005. In 2007, it was ranked 2nd amongst all Sentosa attractions in a survey conducted by the Sentosa Leisure Group. Sentosa Luge has won several awards including “Winner of eight Excellent Service Awards (ExSA) in 2007”, “Winner of Association of Singapore Attractions’ Favourite Attraction Award in 2007” and ”Best Tourism Host in 2006”.
50% of Sentosa Luge’s customers include families with school children and families with preschool children. The facilities are selected and designed to ensure safety and cater to different needs of family units. |
Strategy |
Mission |
Sentosa Luge’s pro-family business objectives are “To ensure the quality, service and standards of our facilities
consistently exceed the expectations of our visitors” and “To be recognised as a leader in guest safety procedures ensuring our guests have a fun yet safe experience”.
Strategies, goals and action plans are established to support the pro-family business mission and several channels are employed to communicate and reinforce the pro-family business directions throughout the organisation. For example, the management engages its employees in departmental meetings, monthly newsletter and new hire orientation. |
Product & Service Mix |
A variety of products and services for members of the family units include Luge and skyrides, Luge license, Luge membership, “Luge Ranger”, “Fun Enforcer”, educational tours for students, teambuilding events for corporate and family events, birthday parties, retail shop and photo-taking. |
Marketing & Promotions |
To encourage more families to try out the Luge and skyrides together, special ticket pricing for families, multiple ride combos at discounted prices, and ‘buy one ride and receive one free ride’ after 6.30pm are being implemented. |
Service |
Service Attitude |
To ensure a proper level of service is provided to all guests, Sentosa Luge puts in place SOPs, guest service trainings and daily briefings and sharing sessions for all staffs.
As the management believes that a happy team of employees will deliver exceptional customer service, thus Sentosa Luge has implemented “Employee of the Month” programme to recognise the star employee of the month who has gone above and beyond their job expectation with monetary rewards. Additionally, monthly team building activities are conducted to encourage and build a great team spirit.
To encourage participation of employees, a continuous improvement team made up of staff to help identify areas of improvements, generate new ideas, and develop solutions from experience at the front line. |
Engaging & Delighting Customers |
The “Luge Ranger” and “Fun Enforcer” initiatives are newly introduced to interact with guests daily to enhance customer experience. The staffs are assigned to take on the roles of “Luge Ranger” or “Fun Enforcer” to either complete guest surveys and gather feedback, or to engage young children by helping them with the helmets and safety instructions and to give away freebies. |
Safety first |
100% of the staff including part-timers are trained on
emergency protocol, SOPs and handling of emergency situations such as assisting lost children and injuries.
Safety briefings are conducted for guests before they
take the rides. Instructional videos and Luge Code of Conduct are also available at the queue stations for guests to view and learn about the safety aspects of the rides while queuing. |
Infrastructure |
Flooring & Facilities |
Flooring design and facilities are selected and designed to ensure safety and cater to the different needs of family members - children and adults.
The flooring is made of non-slip material, especially since Sentosa Luge’s main product (Luge & SkyRide) is situated outdoors. To ensure ventilation and guests’ comfort, shades and cooling fans have been constructed at the queuing stations. For elderly, parents and also guests who are tired, picnic tables with shades serve as resting areas for them. |
Safety & Security |
Safety and security practices are established to create a safe and secure environment for the family members.
Guests are reminded of the specific age and height requirements for the rides by the staffs and signage. To ensure guests’ safety, it is the company’s policy to have at least 2 staff stationed at the luge ride area at all times as well as to have the Luge and chairlifts thoroughly checked before operation. |
