• Celebrate Our Heroes

    Every Genting employee is special. But there are those who truly go Above and Beyond in their service, demonstrating the best in all of us and inspiring others to follow suit. They live out the 8 Promises in their work, and we are proud to celebrate their stories together.




  • ANUAR BIN ABDULLAH
    Florist
    Genting Grand


    Although Anuar had spent ten years as an office assistant, he couldn’t escape the feeling that something was missing. He dreamt of doing something artistic, like creating Genting’s amazing flower arrangements. But without any experience or training, his dream job looked exactly that: a dream.

    Yet what Anuar lacked in experience, he more than made up for in sheer determination. He began with a little training in downtown Kuala Lumpur, before studying YouTube videos and religiously practicing his art.

    When it comes to going Above and Beyond to fulfil your potential, Anuar demonstrates that the sky is the limit. Today, another ten years on, he is one of nine florists who proudly decorate the resort.







  • NORMI BIN MOHAMED
    Bell Captain
    First World Hotel


    Most people, after a hard day at work, are only too happy to go home, have a nice meal and retire to bed. But once the evening meal is over, Normi, the Bell Captain at the First World Hotel, knows he has one important thing to do before bedtime.

    He and his wife leave their room and set out on a walk around the whole resort. Their evening stroll enables Normi to keep up to date with all the latest developments.

    As a Bell Captain Normi gets regular briefings. But he knows that if he wants to go Above and Beyond in providing the latest information for his guests then only his personal tour will do. It’s a small gesture but one that has a huge impact on every guest he meets.







  • BALVINDER SINGH
    Assistant Manager
    Casino Table Games


    When a customer approached Balvinder to complain about the lost credit points on his membership card, Balvinder refused to rest until he could find the elusive points.

    After making some enquiries, it became apparent that the points had been left in the machine — which is when Balvinder made sure the same mistake wouldn’t happen again!

    He guided the customer through the process of adding points to his card and later that evening, called the VIP desk to check that the transfer had been successful for the customer.

    Balvinder truly went Above and Beyond to personally solve a customer's problem.







  • JOAN CHOONG WAI HAN
    Manager, Database Membership
    Casino Marketing


    Joan’s attention to detail proves critical for guest’s health

    A weary couple arrived at the front desk. As with countless other resort stays, the wife’s skin allergy had been aggravated once again by dust in her room.

    But unlike any other previous stay, on this occasion they encountered Joan.

    Joan had every part of the room cleaned extra thoroughly; arranging for housekeeping to spend over an hour cleaning the corners, vacuuming under and behind the bed and scrubbing those hard to reach places.

    And so began a life-long friendship. For twenty years, Joan has continued to personally check the cleanliness of the couple’s room before each visit, even though she now works in a completely different department! She knows what it is to go Above and Beyond when attention to detail is critical for our guests.


    WANITHA DEVI A/P V SUBRAMANIAM
    Supervisor
    Slots


    Wanitha makes customer’s panicked ordeal bearable

    If you’ve ever had your bag stolen, you probably remember the overwhelming feeling of panic. Imagine then what it would feel like if your bag contained RM7,000.

    One customer experienced exactly that when he noticed his bag was missing at the slots. Fortunately, he came across Wanitha. While most people would guide him straight to security before returning to work, Wanitha went a step further.

    She stayed with the customer and helped him to retrace his footsteps across the resort and all the way back to the B5 eatery, whilst security scanned the CCTV.

    Luckily enough, the bag was found safe and secure but most importantly, a customer’s ordeal was made much more bearable thanks to Wanitha’s Above and Beyond ability to care for our guests.


    LEONG YOKE LING
    Assistant Manager
    Casino Table Games


    Yoke Ling takes pride to a new level

    Yoke Ling knows that every day is an opportunity to represent Genting.

    That’s why she pays meticulous care to her uniform and personal appearance — hair, make-up and a pressed uniform.

    After starting as a croupier for VIP Guests, Yoke Ling attended grooming classes as part of her training. She discovered that looking her best gave her a new-found confidence to interact with customers.

    Today, as an Assistant Manager, Yoke Ling’s faithful customers return year on year, and seek her out especially. She’s built strong relationships because she knows what it is to go Above and Beyond by taking pride in her appearance.


    WAYNE CHOONG
    Front Office Supervisor
    Maxims Hotel


    Care for all’ wins over guests

    As someone on the front line of a bustling hotel, Wayne is accustomed to serving guests. However, she knows that even everyday tasks can turn into someone’s special experience.

    When a guest and his wife approached her counter, Wayne quickly saw that they were in need of assistance. The guest had registered for a casino event and made room reservations for one, but his wife had later decided to join him on the trip. They now needed to amend the earlier reservations to accommodate his wife.

    Although they were not guests at Maxims, Wayne was able to contact their hotel and arrange for another room. She also assisted them in confirming their details for the casino event and ensuring that they would have a smooth and enjoyable trip.

    The guests were very happy with the service they had received, but Wayne says it’s just part of going Above and Beyond in her job. “It’s normal to help,” she says.


    KOK KAR LENG
    Assistant Manager
    Slots


    Attention to detail banishes birthday blues

    Kar Leng knows from firsthand experience that sometimes the key to providing good service lies in simply being attentive to details.

    While on shift one night, she realised that a customer had been attached to the same slots machine for a long time. When she looked up his particulars in the system, she discovered that it was in fact his birthday.

    Kar Leng approached the customer to wish him a Happy Birthday and engaged him in conversation. Although he was not a member, she was able to arrange for him to enter the Slots Club for a day as he would otherwise have only limited birthday entitlements.

    Kar Leng’s act had a big impact on the customer, who remembered her name and came to thank her again the following day. When he left Genting at the end of his stay, he made sure to request for her email address so that he could express his appreciation one last time.

    Taking note of details was a small gesture but it made a lasting impression on Kar Leng’s customer, showing how lives can be touched through Above and Beyond service.


    KAMARUDIN
    Assistant Housekeeper
    Resort Hotel


    Personal touch solves guest’s dilemma

    For most people, service ends once a customer has checked out. But for Kamarudin, good service knows no borders. So when a guest called with an urgent request from Singapore, Kamarudin decided to act.

    As he listened to the guest, Kamarudin learned that she had left her baby’s bolster behind upon check-out and was seeking assistance to have it couriered back to her. However, she had been turned down by staff members as it was not standard procedure.

    Touched by her predicament, Kamarudin took matters into his own hands and personally arranged for the bolster to be sent back to Singapore. This involved liaising with several other departments but Kamarudin managed to ensure that the bolster was returned safely to the guest and her baby.

    The guest now says she will stay at Resort Hotel again, but Kamarudin is just glad that his act of service was able to make a difference even for one customer.


    MOHAMAD FAYADH
    Captain
    Bubbles & Bites


    Exceptional service for a special guest

    Life can be difficult for a disabled person, but Fayadh and his team make it a point to create a safe space for one of their customers who has special needs.

    Despite the daily crowds milling through the area, Fayadh is always on the look-out for the customer and can spot him coming from afar. The customer, who has difficulties with mobility following a recent illness, is ushered to the front of the queue and given a table near the servers to enable quicker service.

    The team members are familiar with the customer’s requests and always have his favourite drink on stand-by: warm water with a few slices of lemon. Fayadh also makes sure that the customer’s order is promptly delivered and personally brings him drinks whenever he needs them.

    It may take more attention and effort, but Fayadh makes it his business to ensure that the customer receives the priority he requires whenever he comes to the restaurant. “Do what you can for every guest,” he says.

    Going Above and Beyond means taking care of customers no matter their level of need, and Fayadh knows it is this quality of service that will set Genting apart from the rest.







  • RAJAN S/O MATHAWAN
    Assistant Manager
    Genting Food & Beverage Services


    A guest had an unpleasant experience at the Bakery when his customised request could not be fulfilled. After learning about this, Rajan took care of the situation professionally. By personally apologising and closely following up on the matter, he managed to turn the guest’s negative experience into a positive one.


    GOPINATHAN A/L VISWANATHAN & STANLEY SIAW SHIN YUEN
    Manager & Supervisor
    Slots


    Putting customers’ safety first, Gopinathan and Stanley accompanied a couple to the cash deposit machine so that they could deposit their jackpot cash reward. They went the extra mile and stayed with the couple throughout the transaction, making them feel safe and secure.


    WAN MOHAMMAD FAES BIN WAN MAKHATAR
    Security Guard
    First World Hotel


    As part of the security team, Wan Mohammad Faes upholds the promise of taking care of guests. When he saw a baby left unattended in the car, he quickly brought her to the security office, saving her life.


    KAMARUL ARIFFIN BIN ZULKAFLI
    Bell Assistant
    Resort Hotel


    Kamarul knows the importance of assisting guests although the task is beyond his job scope. By personally guiding a lost guest out of the parking lot and to the guest’s intended destination, Awana Hotel, Kamarul took care of the guest’s problem efficiently.


    LEONG CHEE SENG
    Assistant Manager
    Casino Table Games


    After leaving a valuable item wrapped in tissue behind, a mother and her son frantically looked for the item. Upon hearing about this, Chee Seng went beyond his call of duty to look for the item, even checking the main rubbish bin to retrieve it.


    REJMAN A/L YIT YIT
    Bell Assistant
    Resort Hotel


    During peak periods, Rejman knows that it is still important to provide 5A service. When a guest had his Genting Rewards card stuck in the iKiosk machine, Rejman pacified the frustrated guest and created a pleasant experience for him.


    SUFIA ASYIKIN BINTI ISMAIL
    Shop Assistant
    SnowWorld


    Sufia plays an important role in creating memorable experiences for guests. A couple was unable to bring their baby into SnowWorld, but knowing that they really wanted to experience the attraction, she volunteered to babysit the baby for 40 minutes.


    MOHAMAD HASLEYZAM RITZWANBIN MOHAMAD SE
    Chamber Crew
    SnowWorld


    When a group of visually-impaired guests visited SnowWorld, Hasleyzam guided them through all three floors and patiently described the surrounding elements, allowing them to vividly imagine the beautiful sights of SnowWorld.


    CHEN KONG YEN
    Executive
    Transport Department


    As a dedicated employee, Chen makes sure he knows the resort well. When a guest arrived at the resort, Chen went beyond a simple greeting. By personally introducing Genting’s history to the guest and directing him to other attractions, Chen has set a great example for others.


    MARYCRIS SHENNY ASTILLERO
    Club Manager
    Crockfords Butler


    A guest had left an expensive pair of glasses in his room and could not retrieve it. Shenny diligently reached out to staff members across the resort and tracked down the specific pair of glasses - a true act of going Above and Beyond.



  • THONG HOI MUN
    Assistant Managers
    Casino Marketing


    LEE YEN WHA
    Assistant Managers
    Casino Marketing


    LIM JIAN CHEH
    Guest Service Assistant
    Casino Marketing


    Nicole, JC and Yen Wha were presented with an unconventional query – a family wanted to check in but their room reservation was made under the name of their mother who had since died. The three of them collectively worked to solve their guests’ check-in issue and even upgraded their existing room to a World Club room.


    MOHAMAD RIZAL BIN RAZLAN
    F&B Supervisor
    Bubbles & Bites


    Rizal makes his customers’ comfort a priority. Besides welcoming some returning customers with terrific service and going out of his way to get sparkling water from a different outlet for them, he also professionally handled a different customer’s request to seat a party of 24.


    JUNAIDA BINTI KADIR
    Housekeeping Assistant
    Genting Grand


    Over the course of a guest’s stay, Junaida always greeted her with a big smile and kept her room in great condition. Touched by Junaida’s consistent 5A service, the guest decided to grant her some Peabo Bryson concert tickets as a token of appreciation.


    AHMAD HAFEZ BIN MOHD ASRI
    F&B Supervisor
    Bubbles & Bites


    Hafez aims to always put a smile on the customers’ faces. When the restaurant ran out of take-away boxes, Hafez personally packed three fresh apple crumble cakes for a customer using some kitchen wrap and a bag.


    HAMIAH YAHYA, NORLELA AHMAD, ROHAYU ISMAIL & IZULAINI SAZALI
    Housekeeping Supervisors
    Resort Hotel


    When Mr Tay and his wife were welcomed with origami swan towels in their room, they were in awe and intended to purchase the towels. Seeing that the masterpieces were not for sale, Hamiah, Norlela, Rohayu and Izulaini personally folded a pair of origami swan towels for the couple as a special souvenir.


    NOR AZIAN BINTI SAMSUDIN
    Front Office Supervisor
    Resort Hotel


    When a guest insisted on having connecting rooms in a short span of time, Nor Azian stepped up and went beyond her duties. By personally checking for available rooms and helping to tidy them up, she took care of the guest’s needs efficiently.


  • CHEN KONG YEN, KOMATHY A/P MANIAM
    Executive & Counter Clerk,
    Transport Department


    When a family struggled to find transportation to Kuala Lumpur at the last minute, Chen and Komathy went Above + Beyond. Komathy booked a premier limousine for the family while Chen followed up by helping to direct them to the assigned limousine.


    MAZLINA BINTI JAMALUDIN
    Captain
    Coffee Terrace


    Mazlina sets out to do her best at taking care of customers. When a customer accidentally fell into the pool of water at Coffee Terrace, she came to the rescue by bringing her towels, offering to take her to the clinic and drying her wet clothes.


    ANTUNIDAS A/L AUGUSTINE, MOHD SAPRI BIN ABDUL RAZAK
    Concierge Assistant & Concierge
    Genting Grand


    A child had left his iPad on the floor and when Anthony spotted it, he immediately handed it to Sapri who then diligently tracked down the owner. Anthony and Sapri’s teamwork shone through when they successfully returned the lost iPad to the rightful owner.


    AHMAD SAHABUDIN BIN MD NOOR
    Bell Captain
    First World Hotel


    Sahabudin stays true to the promise of taking care of guests throughout their visit. When he saw a guest facing difficulties walking after a knee surgery, he accompanied the guest to the lift that sent him directly to the parking lot.


  • YAP HOW JACK
    Assistant Manager
    Casino Table Games


    To How Jack, the Above + Beyond culture means constantly finding ways to improve. His efforts paid off when he was promoted to an Assistant Manager after seven attempts, showing us that success is the result of hard work, dedication and perseverance.


    RAMA NAIDU A/L SOORAN
    Maintenance Supervisor
    Awana


    When his colleague rang him up during a blackout in a VIP hotel room, Rama returned to work immediately to rectify the problem and conducted a thorough check of the other electrical appliances. His willingness to help showed his dedication to going Above and Beyond.


    SARMILA A/P SUNDANAM
    Waitress
    Bubbles & Bites


    To Sarmila, being a waitress goes beyond simply serving food. She holds her interactions with her customers very dearly and upholds the 5A service culture. By taking the initiative to understand her customers better, she is able to serve them on a more personal level.


  • LEE CHIN SENG
    Manager
    Slots


    Helping customers is nothing new to Chin Seng. When a customer mistakenly used up 1,000GP instead of 100GP on a gaming machine, she was anxious to get her points reinstated. A true act of going Above + Beyond, Chin Seng personally took down her details and successfully rectified the situation.


    BRYAN TAN ENG KOOI
    Supervisor
    Slots


    Bryan naturally steps up to personally solve the problem when he sees a guest in need. Bryan immediately attended to a guest who had injured herself on the escalator, took her to the clinic and went out of his way to make sure that she got home safe that day.


    YEOH WENG MUN
    Assistant Manager
    Casino Table Games


    When a customer in a wheelchair was in the casino for a long period of time, Weng Mun paid close attention to her. From assisting her to offering her food and drinks, he went Above + Beyond to make sure that she was well taken care of the entire time.


    SYAMSUL AKBAR BIN MOHD ZAIN
    Housekeeping Supervisor
    Resort Hotel


    When Syamsul learnt about a couple who was visiting the resort for their honeymoon, he was determined to beautifully decorate their room. By going out of his way to look for resources and assistance, he took the decorations to the next level.


    JOJO YAP MIANG CHUAN
    Club Supervisor
    Seasons Restaurant


    As a passionate advocate for growth, Jojo voluntarily underwent training outside her regular working hours to improve herself. A Club Supervisor today who started off as a waitress, Jojo shows us that no matter where we are on our journey, we can always continue to improve.

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