Steven Han, our Assistant Building Manager, played a key role in our recent contract renewal with the Buddha Tooth Relic Temple & Museum. His leadership and dedication to excellence across M&E, housekeeping, F&B and event management have set a high bar for service quality. Through his lead-by-example approach, Steven has cultivated a culture of teamwork and accountability, motivating his team to consistently deliver high standards of service.
Steven’s close collaboration with both UEMS HQ and temple management has been pivotal. His commitment to understanding the unique needs of the temple, combined with his proactive approach to addressing challenges, has strengthened our client relationship, making him a key contributor to this long-term partnership. To gain a deeper understanding of Steven’s experiences and approach, we asked him to share insights into his role, the challenges he faces and his advice for others in facility management.
What has been the most rewarding aspect of working at the Buddha Tooth Relic Temple & Museum and how does it differ from other facilities you’ve managed?
The most rewarding aspect of working at the Buddha Tooth Relic Temple & Museum has been the unique and fulfilling challenge of managing a sacred space where spiritual activities are integral to daily operations. Unlike commercial or industrial facilities, where the focus is primarily on building maintenance and operational efficiency, the temple requires us to align our work with spiritual practices, such as chanting schedules, event setups and supporting Buddhist courses. This alignment creates a deeper sense of purpose and connection to the community we serve.
For example, at the temple, managing the flexible setup of the large hall in Basement 2—dividing it into four classrooms or reconfiguring it for larger events—requires careful planning and adaptability. The time-sensitive setups such as transitioning from morning classrooms to combined spaces for afternoon sessions, present challenges similar to assembling a complex puzzle. The sense of fulfilment comes from watching everything come together smoothly and ensuring the temple’s activities flow seamlessly.
What makes this experience truly special is the dedication and teamwork of the technicians. Their commitment and willingness to tackle demanding tasks without complaint reinforce the sense of gratitude and teamwork that sets this environment apart from other facilities I have managed. This combination of meaningful work and an outstanding team makes my role at the Buddha Tooth Relic Temple & Museum deeply rewarding.
Can you share a specific challenge you faced during this contract period and how you worked with your team to overcome it?
One significant challenge during this contract period was preparing for the re-tender process after the Temple’s Board decided to call for the tender when our contract was due for expiry. We have been managing the Temple’s IFM services since 2014. This decision required us to reaffirm our commitment to excellence and ensure we demonstrated our value to the client. Months before the contract’s expiration,
I emphasised to the team the importance of going above and beyond in our daily operations to showcase our dedication to the Temple’s needs. To tackle the re-tender process, we collaborated closely, gathering detailed quotations from M&E service providers and conducting extensive discussions to address every aspect of the tender. The team’s proactive approach and attention to detail allowed us to submit a comprehensive proposal, reinforcing our commitment to maintaining high standards. This collaborative effort turned a potential setback into an opportunity to demonstrate our expertise and dedication.
What advice would you give to others in facility management who aim to build strong client relationships and achieve long-term contract renewals?
My advice for building strong client relationships and securing long-term contract renewals is to prioritise PATIENCE and consistency in your approach. Always uphold a high standard of on-site work to meet the client’s expectations and demonstrate reliability. Going the extra mile—whether by addressing their unique needs or offering thoughtful suggestions to improve the quality of the work—can make a lasting impression. While the saying “The client is always right” might not always feel accurate, it is important to remember they are your client and fostering trust through proactive communication and continuous improvement is key to achieving long-term success.
