Orchard Hotel is a rare gem tucked away at the fringe of Singapore's famous shopping belt. Far from the hustle and bustle of crowds but near enough to the thick of the action when you decide to jump into it. I had initially booked this hotel as a one-week "workcation" where I intended it to be a quiet oasis for me to conduct my business in peace. It eventually turned out to be one pleasant surprise after another...even as a local! The professionalism was clear from the moment I checked in that afternoon. Halfway while the receptionist (Hidayah) was serving me, a man cut the queue and interrupted the whole process. However, Hidayah exhibited great composure and politely directed the man behind the queue and informed him that she was still processing the documents for me. Most hotel staff would have been too timid to say anything but Hidayah handled the situation with grace. The next morning during breakfast while waiting to enter the dining hall, a group of men (presumably from the same entourage) cut the queue again and rushed in front of me while the attendant at the counter had her back turned thus not knowing what happened. This time, I am miffed and told the attendant that I was first in line. She then displayed the same composure as her colleague and firmly directed the group of men to stand back in line while politely taking my...Orchard Hotel is a rare gem tucked away at the fringe of Singapore's famous shopping belt. Far from the hustle and bustle of crowds but near enough to the thick of the action when you decide to jump into it. I had initially booked this hotel as a one-week "workcation" where I intended it to be a quiet oasis for me to conduct my business in peace. It eventually turned out to be one pleasant surprise after another...even as a local!

The professionalism was clear from the moment I checked in that afternoon. Halfway while the receptionist (Hidayah) was serving me, a man cut the queue and interrupted the whole process. However, Hidayah exhibited great composure and politely directed the man behind the queue and informed him that she was still processing the documents for me. Most hotel staff would have been too timid to say anything but Hidayah handled the situation with grace. The next morning during breakfast while waiting to enter the dining hall, a group of men (presumably from the same entourage) cut the queue again and rushed in front of me while the attendant at the counter had her back turned thus not knowing what happened. This time, I am miffed and told the attendant that I was first in line. She then displayed the same composure as her colleague and firmly directed the group of men to stand back in line while politely taking my room card. The staff at this property are clearly trained for such situations and I am very impressed.

Housekeeping service was simply excellent. And it was the staff that added that special human touch. During my stay, I called for laundry service on a daily basis and from the third day onwards, a housekeeper turned up every morning knocking on my door to enquire if I had any clothes to wash. A housekeeper by the name of "Kim" was exceptionally friendly and made small talk with me while she cleaned the room. As she pulled the curtains apart, she remarked how hot and sunny it was outside and passed me 5 bottles of mineral water! She reminded me to hydrate myself more in this hot weather. This was the exact moment when I felt that Orchard Hotel's strength comes from the intangible human touch that even other luxury hotels may not be able to replicate.

While many may feel that a hotel's rooms and amenities are more important, I think that it is the "software" that truly makes the difference in the highly competitive hospitality industry. And precisely because the "software" is so difficult to elevate compared to merely renovating the building, Orchard Hotel has done particularly well in this aspect. The staff are walking ambassadors for the hotel with their little acts of kindness and professionalism. I cannot think of another hotel either in Singapore or other countries where the staff genuinely commit themselves to good service even for guests who are not staying in suites. In the case of housekeeper "Kim", I can feel that her words and actions are genuine and sincere.

Well done, Orchard Hotel! I will be making "workcation" here a regular feature of my business in 2023!More