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OSE was launched in Singapore in March 2006 and marked the turning point for Millennium & Copthorne Hotels in that the group was pursuing this strategic service vision on a global scale. The service development team, in consultation with regional offices came up with interesting and innovative programmes and ideas for both the short and long term.

The OSE involves all levels of staff to ensure that everyone is aligned with the vision to make customer service a differentiating factor for Millennium & Copthorne Hotels. This means not only meeting but also exceeding rising customer expectations and ensuring consistent delivery through the network.

Since the launch in Singapore, OSE has been extended to the rest of the Millennium & Copthorne Hotels portfolio and staff members of all levels have been attending the training.

The Chief Operating Officer for Millennium & Copthorne Hotels, Michael Sengol, said: “The industry faces challenging times, especially as a result of the dramatic increase in the way bookings are being made online and close to arrival. Service is fast becoming a point of difference between hotel brands and will affect the choice of hotel and customer loyalty even more in the future.”