Sentosa embarks on workforce transformation

As the tourism industry in Singapore evolves, destinations like Sentosa have taken proactive steps to ensure their workforce is equipped for the future. In a groundbreaking partnership, Sentosa Development Corporate (SDC) and NTUC LearningHub (NTUC LHUB) have committed to upskilling approximately 15,000 employees across Sentosa, including those from key partners like Resorts World Sentosa (RWS). This ambitious initiative, formalised through a Memorandum of Understanding (MoU), aims to foster lifelong learning and empower employees with the skills needed to thrive in an increasingly dynamic tourism landscape.

The collaboration is anchored in the One Sentosa Transformation and Equipping Platform (1-STEP), a pioneering framework designed to accelerate Sentosa’s transformation into a leading tourism destination. The platform will focus on emerging capabilities such as customer experience, wellness and regenerative tourism, sustainability, and data and AI. With these skills in hand, the workforce will meet today’s demands and drive the tourism industry forward in the future.

According to Lee Cheh Hsien, Assistant Chief Executive, Corporate and Sustainability at SDC, the need to equip employees with future-ready skills was a driving factor behind creating 1-STEP. “The dynamic tourism sector today is constantly evolving, driven by key trends and shifting challenges such as sustainability, digital transformation, and changing consumer expectations,” Lee told HRM Asia. “Recognising this, it was crucial to ensure our workforce at Sentosa is future-ready and equipped with the right skills to navigate these emerging demands.”

To address these needs, SDC took a systematic approach to identify skills gaps across the island. “We are constantly engaged with our island businesses—including hotels, attractions, and F&B outlets—to identify the pressing challenges they face and the skills required to overcome them,” Lee shared.

What sets 1-STEP apart is its focus on customised training tailored to the specific challenges Sentosa’s expert committee identified. Collaborating with training providers such as the Global Sustainable Tourism Council and World Mode Holdings Group, 1-STEP delivers programmes to empower employees with the knowledge and skills required to address issues like sustainability, customer experience innovation, and the integration of AI into tourism operations.

These targeted programmes were unveiled during the inaugural Sentosa Learning Festival (SLF), which saw nearly 1,000 participants signing up for masterclasses, tours, and other educational opportunities. The festival, which is set to become an annual event, provides employees with a platform to explore increasingly relevant topics and collaborate on innovative solutions for the future of tourism.

Beyond financial returns: The broader impact of sustainability

In addition to upskilling, sustainability is a critical pillar of Sentosa’s transformation. As Lee pointed out, sustainability is more than just an environmental concern; it is a strategic business imperative. “At Sentosa, we see sustainability goals fully complementary to our destination objectives. Whenever we invest in sustainability, we do so with the environment and our guests in mind,” he explained.

Sentosa’s sustainability efforts are encapsulated in its three Rs—Returns, Resiliency, and Reason for Being. The island has embarked on a journey to decarbonise and adopt sustainable practices, such as farm-to-table initiatives that reduce the carbon footprint of food while supporting local farming. Lee emphasised that these initiatives enhance guest experiences and position Sentosa as a resilient and forward-thinking destination. “We’re preparing Sentosa for greater resiliency, not just for today’s visitors, but for future generations as well.”

To ensure sustainability remains a top priority, Sentosa has established the Sentosa Carbon Neutral Network (SCNN), a business alliance of 30 partners working towards a greener future. The island has also reduced its carbon footprint by solarising 46 sites, generating enough energy to power 97,000 hotel room nights.

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While sustainability efforts inevitably contribute to the financial success of Sentosa, the non-financial benefits are just as significant. Lee highlighted that Sentosa has increased guest awareness and education on environmental issues through sustainability initiatives. “We recently launched a sustainability showcase called RISE, where guests can learn about Sentosa’s sustainable tourism practices, from waste reduction to decarbonisation. So far, more than 1,500 guests have pledged their commitment to sustainability following their experience at RISE,” Lee shared.

Sentosa’s commitment to sustainability also extends to biodiversity conservation efforts. Projects like the butterfly corridor and biodiversity monitoring initiatives have enriched the island’s natural environment and served as a selling point for visitors seeking eco-friendly experiences.

A blueprint for the future of tourism

The SDC and NTUC LHUB partnership and support from key stakeholders like the Singapore Tourism Board and RWS signal a shift in how Singapore’s tourism sector approaches workforce development and sustainability.

As Thien Kwee Eng, CEO of SDC, aptly summarised, “1-STEP represents SDC and our Island Partners’ commitment to accelerate the transformation of Sentosa’s 15,000-strong workforce towards staying relevant for the future.” Through initiatives like SLF and its emphasis on sustainability, Sentosa is poised to remain a premier destination while contributing to a more sustainable and resilient tourism industry.