Magazine Mar-Apr 2019

CALLOF DUTY (MANAGERS) Walk into The Club and you’ll often find Anthony, Ronald or Palani on duty at the Concierge Desk or conducting their routine spot checks anywhere within our premises. Along with the Concierge team, our Duty Managers ensure Members’ concerns, feedback and enquiries are attended to within a timely manner at the front desk. But did you know our Duty Managers often go beyond the call of duty? Read on to find out what makes a Duty Manager different from any other staff in The Club! DESCRIBE A DAY IN THE LIFE OF A DUTY MANAGER (DM). We start our shifts by reading the DM report from the previous DM on duty to get up to speed on what’s happening around The Club. We will then do a walkthrough to follow-up or engage with Members and staff, and check that all the outlets are operating smoothly. It is also important for us to check that all lifesaving equipment are working well e.g. the first aid boxes are stocked in their respective locations, the hose reel is in good condition and emergency exits are unobstructed. WHAT SETS DMs APART FROM CONCIERGE STAFF? Concierge staff mainly tend to day-to-day queries of Members and handle event registrations. DMs have oversight of everything handled by Concierge staff while also supporting all Members’ needs. Other than handling unique situations such as accidents or Members requiring emergency medical attention, DMs are also empowered to act on behalf of Management for all Member-related issues. Whether you’re having a disagreement with a fellow Member, have feedback about the outlets, staff or anything related to The Club, or simply would like to speak to a representative from The Club about any issue, please feel free to approach the DMs.

STAFF FEATURE

WHAT ARE SOME OF THE MEMORABLE INCIDENTS HANDLED BY DMs? We once saved a drowning child – the DMs were alerted to a Member’s child who was struggling in the swimming pool. Our lifeguards quickly got the child out of the water and the DMs made the call to send the child to the nearest hospital immediately. We were later told by the medical staff that the boy arrived in the hospital just in the nick of time; any later and the consequences would have been dire. On another occasion, there was a miscommunication and mix up about a Member’s festive takeaway order. With no food to serve and her guests arriving in less than an hour, the DMs made a swift decision to allow our Member and her guests to utilize the Chef’s Table at The 2nd Floor. Our Chefs also whipped up a delicious feast for the group, and the party was a huge success. The Member was so touched and grateful that she personally sent a thank you message to the team!

WHAT IS YOUR FAVORITE PART ABOUT BEING A DM? There’s never a boring day at The Club when you’re a DM. The Club is such a vibrant community that there’s constantly new challenges for us to overcome and new programs to roll out, and it’s always exciting to be a part of these projects. As frontline staff, we face Members day in and out, and it’s a joy to interact with them. Whether it’s a new Member who is in Singapore for the first time, a returning Member who left and joined us again, or Members-turned-friends who have been with us for decades, we enjoy serving them and helping to make their journey in Singapore just a little better.

Please feel free to approach the DMs if you have any questions or needs!

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