University of Cebu-Main Campus

College of Hotel and Restaurant Management

HRM 16G : PRACTICUM 2

Case #2
SINGAPORE LATEST TO RAISE ISSUE ON SEA GAMES FOOD, LOGISTICS
Singapore latest to raise issue on SEA Games food, logistics

MANILA, Philippines — Trouble continues to pile up for the Philippine Southeast Asian Games
Organizing Committee (Phisgoc) less than a week before the formal opening of the 30th SEA Games.
Singapore emerged as the latest country to voice out its concerns over the Philippines’ shortcomings as
host of the regional multi-sport event. In a letter dated Nov. 24 and addressed to Ramon Suzara, Chief
Operating Officer of Phisgoc, Singapore Chef De Mission Juliana Seow said Singapore’s delegation at the
SEA Games has been dealing with numerous issues ranging from accreditation to insufficient halal food
for its athletes and transportation. “We urgently seek your urgent and immediate attention to address
the situations we are facing. We had tried our best to be patient and understanding. As much as we had
tried to resolve the situations ourselves as well as with our sports and you, these situations cannot
continue any further as our athletes are badly affected and are not able to prepare for the games
effectively,” Seow wrote. According to the letter, a story of which was published by The Straits Times,
Singapore’s football team staying at Century Park Hotel was not given “sufficient halal food and had very
limited food options” while some of its officials “had to starve.” Singapore’s netball team at Somerset
Alabang, which competes on Monday, and its floorball team at Luxent Hotel, had to order food outside
the hotel just to have a full meal. “They had to order outside food to complete their meal and as you
may already know, nutrition is a very important part of the preparation, and our athletes are starving.”
Food is just part of the list of problems the Singaporean contingent is facing, according to the letter. Also
adding to the team’s woes are accreditation and transportation issues.

“The Accreditation Centre at the airports were also not ready. We had to send our staff in our own
vehicles to Football, Floorball and Netball hotels and bring their accreditation to World Trade Centre to
validate and bring them back to the teams yesterday,” Seow said.“Netball competition starts today. We
cannot accept this level of service and we have not gotten our vehicles in Manila. We had really tried to
do this by ourselves and as more teams come, we really cannot be doing everything by ourselves.”

Seow also urged a swift call to action by Phisgoc as Singapore gears up for its campaign. “We request for
your urgent and immediate attention to these matters. While we try our best to be patient and
understanding, we cannot make any compromise when our athletes are affected directly. We
imploreyou to address these situations now and we look forward to seeing positive action from your
side. "In a message to INQUIRER.net on Monday, Suzara said Phisgoc will tackle the matter during a Chef
demission meeting at 4 p.m. On Saturday, national football teams of Cambodia, Myanmar, Thailand and
Timor Leste also encountered mishaps upon their arrival at Ninoy Aquino International Airport.
https://sports.inquirer.net/374678/singapore-raises-food-logistics-issues-with-sea-games-organi
Case Study Report Outline
1. Introduction and Rationale of the Case
2. Description of the Status of the Case
a. Describe the current situation of the case
b. Describe the performance standards and measures (if any)
3. Assessment/Analysis of the Case
a. Describe the operational strength of the case
b. Describe the issues/problems/concerns within the case
4. Alternatives for improvement
a. Present alternatives to address the identified issues/problems/concerns
b. Assess the alternatives to determine the viable solutions
5. Recommended solutions/improvement
6. References:
It is recommended that you source business journals, textual references as well as any
online sources to support your answers on number 5. Make sure to include it with facts and
figures. Please try to use your own words and ideas based on research rather than copy and
paste other’s words from the internet. You should use the APA format style for the citations
in this section.
 Case Study Report
Singapore Latest to Raise Issue on Sea Games Food, Logistics

1. Introduction and Rationale of the Case

- A regional multi-sport event organized by the Olympic Council of Asia (OCA) every
two years, the SEA Games or Southeast Asian Games are held every two years between athletes
from across Asia. During the 30th Southeast Asian Games, which took place in issues arose in
Manila, Philippines, as a result of athletes and officials alike had their share of problems at the
event. Aspects to consider Although Singapore was the first country to raise them, they weren't
the only ones had to deal with such poor results. It's critical for you, as a hotelier, to prepare for
these issues, it is important to know the root cause. Take the necessary steps to prevent this from
happening again.

2. Description of the Status of the Case

a. Describe the current situation of the case
- To PHISGOC Chief Operating Officer Ramon Suzura, Singapore Chef De Mission
Juliana Seow wrote a letter on November 24, 2019, stating that the Singapore delegation was
experiencing various issues, including accreditation issues, inadequate halal food for athletes and
transportation services. Officials had to "starve" and their staff had to use their own vehicles for
transportation, while athletes were the only ones affected. Even more so, Singapore was not the
only country to be affected by this. It's not just damage to their reputation, but also a demand that
PHISGOC and the hotels address the issue right away because they didn't do that.
b. Describe the performance standards and measures (if any)
- Due to the numerous issues cited by Singapore, it is safe to say that the performance
criteria were not met in this instance. There was a lack of proper meals, accreditation, or vehicle
transportation for participants at the hotels where they stayed, which indicates poor management.
Because it took so long to identify the problem, as well as for the participants to be dissatisfied
and uncomfortable with their accommodations, the performance criteria were clearly not met.

3. Assessment/Analysis of the Case

a. Describe the operational strength of the case
- A better understanding of a problem and a more effective solution can be achieved by
speaking up. A week before the official opening of the 30th SEA Games in Singapore,
PHISGOC acknowledged Singapore's displeasure with the shortcomings. Concerns can be
addressed immediately, leading to the development of a suitable solution for dealing with them.
Hotels may also be able to improve their service and performance in the areas where they fall
short by raising awareness of these issues and bringing attention to them.
b. Describe the issues/problems/concerns within the case
- Participants were dissatisfied with the hotels' service and contentment, according to the
case study. As a result, athletes had to order outside food to eat properly because there was
"insufficient halal food and extremely limited options" at the event. In addition, some of its
officials had to go hungry, and their employees had to use their own vehicles to get to work. As a
result, the hotels are now under fire for the poor quality of their services and disregard for the
needs of the attendees. An immediate response to this type of issue is needed to calm and please
guests, as well as preventative measures to avoid a potential loss in revenue.

4. Alternatives for improvement

a. Present alternatives to address the identified issues/problems/concerns
- Prior to each SEA Games or Southeast Asian Games, the hotels where athletes will stay
have been selected. Due to participants' inconvenience and dissatisfaction, the hotels received
unfavorable feedback. In order to avoid problems, hotels should always double-check what needs
to be done and take immediate action. They should also give their employees briefings or
orientations to make sure they understand their duties.

b. Assess the alternatives to determine the viable solutions

- It is imperative that management respond to customer dissatisfaction as soon as possible
in order to avoid a customer backlash and tarnish the company's brand image. Planning ahead
and double-checking everything is essential for hotels. Also, they must thoroughly train their
employees to provide excellent service. As soon as problems arise, the government should
apologies and take immediate action to rectify them. If things don't go according to plan, they
should have contingency plans or strategies in place.

5. Recommended solutions/improvement
1. Government and the hospitality industry should collaborate in order to ensure that all
guests receive a high-quality lodging experience.
2. Athletes' arrival, food, clothing, and other needs will be overseen by hotel staff and
government volunteers working together.
3. The participating hotels must already have an information desk in their lobbies that
provides accurate information. As an added precaution, hotels ought to keep the public
and government agencies informed via social media in real time.
4. For attendees to have a pleasant and satisfying stay, both sectors must ensure that they
have allocated the appropriate budget and provided the best service.

6. References:
https://www.bbc.com/news/world-asia-50568612
https://www.channelnewsasia.com/commentary/philippines-host-sea-games-fail-853266