The American Club 2022/2023 Annual Report

PAGE 34

PEOPLE DEVELOPMENT

LOOKING BACK ON THE YEAR

As the Club reflects on the year that has passed, it acknowledges the challenges of recruiting and retaining staff as borders reopen and businesses return to normal. However, the Club is grateful for the constant support from The Institute of Technical Education (ITE) and local Polytechnics. Through close collaboration, the Club has provided internship placements for their students, simultaneously addressing short- term manpower needs at the Club. One notable achievement has been the launch of the ITE Work-Study Diploma Program, which offers sponsorship to ITE students for a two- and-a-half-year program. The Club takes pride in having offered full-time employment to some of the graduating students, nurturing their talent from within the organization. Maintaining a healthy annual turnover rate of below 2%, the Club prioritizes internal growth and promotion. This strategy has proven effective in attracting and retaining talented Team Members. Furthermore, the Club’s internal staff referral program has successfully filled several challenging positions, demonstrating the strength of the One Club, One Team spirit.

ENHANCING TRAINING CAPABILITIES THROUGH E-LEARNING PLATFORM

In August 2022, TeamMembers embarked on a Learning Fest, leveraging the Click2Learn e-learning platform. This two-month initiative aimed to provide Team Members with convenient access to reskilling and upskilling opportunities, accessible via their electronic devices. The Click2Learn platform offers a diverse range of 41 modules, available in both English and Mandarin. These modules cover various topics, including Elective Professional Efficiency in Communications & Customer Service, and Elective Leadership. Team Members have the flexibility to choose modules that align with their professional development goals. Service Excellence training is a key priority at the Club, particularly for the front-of- house Team Members. Throughout the year, the Club has conducted numerous in-house programs focused on managing Members’ expectations and creating a right environment through initiatives like the Create A Right Environment (CARE) Program. By leveraging e-learning platforms like Click2Learn and implementing targeted in-house training programs, the Club is committed to continually enhancing Team Members’ skills and fostering a culture of excellence in service delivery.

Team Member Ang Jie Xiang completing the Work-Study Diploma Program

THE AMERICAN CLUB SINGAPORE ANNUAL REPORT 2022 / 2023