Singapore Kindness Movement’s Service Gold Awards 2025

Ms Junie Foo, Chairperson, Singapore Kindness Movement,

 Mr Kenneth Li, President, Singapore Hotel Association,

Distinguished award winners, council members, hotel partners and guests

1. A very good afternoon.

2. I’m very happy to be here today celebrating kindness, given the increased negativity and division over the last couple of years.

3. Hence, it's important for us to celebrate people like those who will be receiving their awards later, as it is a reflection of how Singapore is able to make a meaningful and tangible difference in our community.

4. The notion of a Singapore Kindness Movement started from then-Prime Minister Goh Chok Tong’s view of wanting to build a gracious society, to foster kindness, service, quality, and social responsibility beyond economic growth.

5. We have been very blessed to have years of economic growth, and the best way to demonstrate this is by extending kindness to the guests who visit Singapore. As we continue to receive guests, both now and in the future, I want to thank and recognise the exceptional service and heartfelt kindness shown by all the award recipients today.

6. For the last 31 years, the Singapore Kindness Movement and the Singapore Hotel Association have shared a simple belief that every interaction matters.

7. The Service Gold Award honours exceptional individuals who have demonstrated outstanding service by putting guests before themselves.

   1. And this year, we celebrate 143 such individuals from 83 hotels, including seven outstanding award winners and four gracious guests who remind us that kindness flows both ways.

8. The growing number of Outstanding Award nominations tells us something very rewarding.

   1. And I understand that there were 31 Outstanding Award nominations — a 48% increase from last year, when the Outstanding Award category was first introduced.

   2. More guests are noticing and valuing the act of kindness and service excellence demonstrated by our hotel staff.

   3. Sometimes, kindness is not easy. It breaks our routine and asks us to go beyond what's expected.

9. I’ve had my experience in having to deal with people, where sometimes it is not easy when the person is frustrated, angry, and they tend to lash out. In such situations, I ask myself “What is the underlying issue that they might be facing?”

10. They may be stressed over something, and the purpose of the Kindness Movement, demonstrated by every single one of you, is the ability to try to find out what the issue is, and provide a solution.

11. Let me share two Outstanding Award winner stories. One of them is Ridzwan, a determined Duty Manager.

    1. When a guest's husband left his mobile phone on the plane, Mr Rizwan took ownership of the problem, working around language barriers with the guest’s husband, as he spoke limited English.

    2. Ridzwan also navigated airline policies and security protocols, making multiple calls to the various Lost and Found departments until he reached the right person.

    3. He delayed his own break times to ensure that he spoke with the airline staff before stepping away. He also kept the duty phone with him and did not want to miss any updates from the airline.

    4. Within five to six hours, he was able to retrieve the phone and brought great joy to the person who lost the phone.

    5. Ridzwan showed determination and kindness through understanding, staying calm, and always finding solutions to help his guests feel comfortable and cared for.

12. Next, we have Leanee, Duty Manager, who discovered a non-responsive guest in urgent need of medical attention.

    1. With paramedics about six minutes away, she became the critical link between life and death.

    2. She was coordinating via video call with the paramedics while trying to stay calm, with an anxious family member by her side. Her ability to stay calm at that moment is indeed noteworthy and commendable.

    3. Her quick thinking and steady response saved a life. Leanee, thank you very much.

13. Our award winners show that anyone can contribute to a kind and gracious society.

    1. They inspire teams to embrace kindness as part of their professional identity, setting a high bar for others to emulate.

    2. They reflect our shared commitment to shaping a society where empathy and excellence go hand in hand.

14. And this is not easy in the hotel industry, especially over the last couple of years due to COVID-19.

    1. I worked with many hotels during that time, leading the COVID-19 operations where many hotels were converted into quarantine centres.

    2. Emerging from that and being able to step up and maintain a high standard of service excellence is very commendable for the entire sector.

15. To all our winners, thank you once again for your service, for making a difference to the lives of those whom you serve.

    1. You have shown us what service excellence is all about, and you have served with heart.

16. Thank you to all the recipients, to Kenneth, and to Junie for the wonderful work that you do.

17. Let’s continue this journey together in keeping kindness front and centre in all that we do.

18. Thank you very much.