Iz-Lynn Chan at Far East Organization

Q1: What were the challenges facing Iz-Lynn Chan when she joined Far East
Organization?
Iz- lynn chan face these particular challenges when she join far east organization.
Because she has no experience of facility management. Translating the experience of
customers services to hospitality and facility management. Diversified staff also make the
basic concepts of hygiene clear to the frontline staff. Bigger portfolio to manage the SIA,
comprising of 10 properties, 1200 units, in which 60 is direct reporting and 215 from other
department staff. Diversified staff and not very well groomed. Make the SOP’s and
implementing those SOP’s to the diverse staff by conducting bilingual training to speed the
companies. Reduce the turnaround time of all be ready from one month to three days. It was
a challenge for the house keeping staff. A lot of changes required to be implemented in parallel
and across all the departments.

Q2: How effective has she been in leading change at the company?
As an effective Change Leader, Chan proved her ability in leading and managing change at Far
East Organization. She successfully built and fostered a culture of continuous learning and
improvement. She formulated and established SOPs which produced quality results in service
operations.
Initially, Chan re-engineered the employees certain model of operating that they were used to. She
trained them to deliver personalized experience to a guest. Chan emphasized that: "It's about meet and
greet." She make leaders in all the departments to improve the work level. As a result she will get the
guest satisfaction up to 80% and property utilization almost 90 % all these are there efforts and in the
result of efforts Far East organization able to open new hotel and become the biggest group in the
Singapore.

Q3: What should she and her colleagues do about the proposed study trips?
Who should go? Should they be bonded?
The study trips funded by the grant from the CCI, accounted for the 10% of the overall CCI
budget. This study trip keeps the potential to set the new & upgraded service standards and increased
revenue at Far East Hospitality.
Secondly the cost of sending the senior manager will be more as compared to that of frontline
staff. And they can easily judge and understand the action plans of the people who are working
in the same department as compared with their senior team members. So that things will
create a strong influence of Far East organization which spend in the employs and frontline
leadership which mostly companies are not doing as they can be the next leader in the any of
the resent coming opportunity.
I believe that staffs and managers going on study trips, should be bonded as the participation in the CCI
and study trips would make employees more attractive to competitors and these employees might get
vulnerable to lucrative offers.
Q4: What challenges lie ahead for Chan?
Challenges ahead for Chan are numerous. She has miles to travel. Receiving grant from the
CCI for upgrading service standards was the first combat to the challenge.
Biggest of the challenges for Chan and SQSD is to buy-in of the managers at Far East Hospitality who
complained that they were understaffed and were finding it challenging to complete the work associated
with the CCI.
They change the adopted in the other tourist destination for travel and business, like Hong Kong. Such
types of trips are beneficial and give idea to improve organization and service level this is also a big
challenge to enhance the standard of service and customer satisfaction to meet the demand of services.
When customer’s travels in different countries they make their mind according to the level of services
they received at any destination and they replicate this experience in to their own opinions while
suggesting someone for their travels.