MICA(P)192/10/2008

Oct — Dec 2008 1

Oct — Dec 2008NTUC Club staff newsletter

Road to success with organisation development

Triennial General Meeting

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Club Action03> Triennial General MeetingManagement recounts three years of good work.

04> Masqueraders on parade Relive the D&D night of fun, laughter, delish food and great company, all at D’ Marquee, Downtown East.

06> Bowled over at E!hubBrother Mike Lam sets a new record at the annual CEO Bowling Tournament with his perfect game.

07> Join the health club Who says exercise is boring? A healthy lifestyle beckons to all at the Work Health Promotion launch.

08> Relax those musclesIf you have creaky, aching joints, read this page!

09> Union briefing @ Singapore Flyer It’s up, up and away for union leaders at the quarterly Club event briefing.

Club Development 10> Road to success with organisation development The way forward often starts with looking backwards…

Clubbers in Town12> Welcome on boardPresenting the new clubbers like Stewart: do say ‘hi’ when you see them around!

Club Spotlight14> CalendarMark these fun family events down in your diary.

Club Monitor16> Service championsIt’s awards galore for Club staff. Some EXSA winners share their thoughts.

17> Delight customers I Service with more than a smileWOW guests and take a leaf from Terry Fernandez, one of Club’s most complimented staff.

18> An Oscar Night experience at DXOProviding recognition to unions, social enterprises and key partners of NTUC for their contribution towards NTUC membership. Revamped medical schemeStaff welfare improves with the introduction of the Portable Medical Benefit Scheme.

Cluborama19> Best buysClub Chat shows you the newest and coolest in Singapore.

20> Ready, get set, go!Better start preparing for that year-end trip.

© Copyright 2008PublisherNTUC Media Co-operative LtdFor and on behalf of NTUC Club, a Social Enterprise of the National Trades Union Congress.

All rights reserved. No part of this publication may be reproduced in any form or by any means, electronic or mechanical, including photocopying, or by any information storage and retrieval system, without prior written permission from the publisher.

Printed in Singapore by Print & Print Pte Ltd

Contents

EditorialOng Shi Yee

October — December 2008

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Club has come a long way over the past three years in serving the community-at-large and union workers. Numerous

achievements between April 2005 and March 2008 were recounted at the Triennial General Meeting by CEO Yeo Khee Leng. These include the building of facilities like Scarlet City, The Spa @ Aranda, Marina Bay Golf Course and of course, E!hub, to widen Club’s spectrum of leisure options for Singaporeans.

More will sprout in the near future, such as a new Clubhouse in the western part of Singapore, Palawan Beach Resort at Sentosa, and overseas facilities.

However, what’s more notable is Club’s continuous provision of substantial subsidies for members to enjoy

its facilities. Members have enjoyed over $32 million in direct savings via schemes like the Family Recreation FUNd and $3 cash rebates for theme park entrance fees.

As a social enterprise, Club also supports NTUC through direct funding and cash sponsorship. From $6.84 million given to support union work between 1999 and 2001, the budget has increased over three-fold to $22.4 million for 2006/07.

To increase union membership,

Lim Swee Say (Chairman)Fang Chin Poh (NTWU)Herlina Abdul Rahman (SBEU)Kang Kah Ai Nora (DBSSU)Lee Siok Buea (AESU) Leong Wai Leng Lim Kok Min John Lye Teck Hee Edwin (STU)Nachiappan RK Sinniah (UPAGE)Ong Teck Leong Simon (HSEU)

Rajendran s/o Govindarajoo (CIEU)Surash Mukundan (SMMWU)Tan Beng Hai BobTan Eng Him Michael (ESU)Tan Hock Soon (FDAWU)Tan Richard (UWEEI)Teo Yock Ngee (AUPE)Yao Chih MatthiasYeo Khee Leng (Secretary/Club CEO)

… Club just became more vibrant, and definitely

more prestigious to be associated with. We hold our inductions here every month (about four times),

and it’s an opportunity to showcase Club. New members will definitely

have more thrills, be more excited to join us…

Raymond Quek (DBS Staff Union)

Management shared results and plans with 120 TGM attendees on 8 Sept at Cassia Ballroom, Downtown East.

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Club will step up efforts to engage folks across all ages. The improved eXplorerkid facility at E!hub as well as U Family will reach out to children under 12, while nEbO connects teens to NTUC through lifestyle and entrepreneurship initiatives. More Active Ageing events will be planned for silver collar workers and retirees.

The next general meeting will be in 2012. Renamed as Quadrennial General Meeting, it will be in line with NTUC’s National Delegates’ Conference which is also held once every four years.

Triennial General Meeting

Club Management Council election Members were elected to the Management Council for a three-year term. They are:

I would like to take this opportunity to commend

Club for a job well-done… Although the team over

at Club has changed, one common trait is how we

always consistently try to renew, refresh, rejuvenate and to stay relevant to the

needs of the members…

Yeo Chun Fing (AUPE)

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Masqueraders on paradeOver 560 NTUC Club members and guests turned up in their evening best for the annual D&D on 7 Oct.

This year’s Dinner & Dance was a glitzy affair with its theme, Masquerade Nite. Banquet hall D ‘Marquee was decked out in style

as guests donned party masks for added glam.

The event kicked off with catwalks by the NTUC Club Staff Union Executive as well as D&D committees. Video clips conveying congratulatory messages and wishes were flashed onscreen to add to the feeling of camaraderie. For the performance segment, Club’s very own Union Fame Awards diva Jacqueline Simpauco turned up the heat with sizzling renditions of Jennifer Lopez’s Let’s Get Loud and Donna Summer’s Last Dance. Young nEbOians kept pace too with an energetic six-minute rap.

Guests’ spirits were high from the fun and games such as Guess Who’s Behind The Mask, Best Dressed Gentleman/Lady as well as The Runway Show. The latter

Simon Wong from Quebec Leisure walking

away with the first prize – a cool $2,500 cash!

Putting on a spectacular D&D for NTUC Club!(L-R): Raymond Chan, Gigi Low, Amelia Tee, Evelyn Goh, Alan Poh, David Tay, Joanne Kwok, Toh Poh Kuan, Zulkfli Bin Abdul Aziz, Lily Ng (Chairperson) and Josephine Woo

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had four teams dolling models up and the audience voting for the winners by pasting star stickers on the models’ faces.

Prizes were aplenty too, especially for the Musical Chair Lucky Draw where Simon Wong of Quebec Leisure won the grand cash prize of $2,500 with the help of Lim Eng Lee (Cluster Director, Programmes & Marketing). Second prize of a Toshiba laptop went to Guest Relations Officer Siti Norhafizah while Chris Choa of Quebec Leisure went home with a Samsung TV. Their prizes were drawn by Neo Gim Kian, Cluster Director, Corporate & Resource Development and Yeo Khee Leng, CEO, respectively.

“We give ourselves 90/100 points for all our hard work and coordination. We have a great team this year with lots of new ideas from brainstorming,” said D&D chairperson Lily Ng from Property Leasing & Management.

From the rest of us, we say Thank You & Well Done!

Gentlemen on one side, ladies the other – battle of the sexes!

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Tell us about your bowling history.

I started bowling at 13. Bowling was perceived as a shady sport since many patrons at bowling centres smoke and gamble but the game shaped my character. I was overweight and unpopular but my bowling ability gave me a sense of identity, self-confidence and self-esteem. Thanks to the sport, I got to travel overseas often for competitions and made new friends. I was selected for the national youth squad in 1988 to compete at the World Youth Championship. I stayed with the squad for four years and joined the national team later for seven. I’m now a council member in charge of youth development at the Singapore Bowling Federation.

What was your most significant bowling game so far? That was in 1998, when our team of five including Jack Wong won the bronze medal at the Asian FIQ Tenpin Bowling Championships. That event had more teams from different countries participating compared to the SEA Games or Asian Games.

Recount your experience at the CEO Bowling Tournament.I was comfy with the lane conditions as I practice there regularly under the Workplace Health Promotion exercise programme. It’s great to relive the competitive thrill, especially when I realised at the seventh frame that I had a chance a perfect score. I am new at Club so I felt really welcomed when the crowd rooted for me. I curbed my nerves by focusing on my routine – deep breathing, visualising the ball bath and executing the throw.

Is this the first time you’ve won a perfect game?No, I had a perfect game in 1997 during the national team selections. I came close to scoring perfect games several times but would miss a few pins at the last frame.

What will you do with your tourney prizes? Share them with my family and also with the owner of the bowling pro shop at the bowling centre. He helped recondition my ball before the tourney.

How do you feel about your chances at the NTUC Grand Masters? We’ll be competing on home ground so I hope to do well. I hear that there are a lot of good bowlers with the unions - I’m really looking forward to the competition and forming new friendships with my brothers and sisters within the NTUC family.

Pix in I:\LifestyleEng\Hazel Yong\Club Chat newsletter\Club Action\CEO Bowling

over at E!hub

The Workplace Health Committee struck gold with the annual CEO Bowling Tournament held at Orchid Bowl, E!hub.

It was a triumphant day for senior manager (Corporate Affairs) Mike Lam as he set a new CEO Bowling Tournament

record with a perfect score of 300 for his third game. Besides winning the Men’s Individual High Game, the 38-year-old also topped the Men’s High Series with 781 pinfalls. Shamsul Bahari of eXplorerkid was second with 687 pinfalls while Ken Ho of Orchid Bowl trailed closely behind with 673. Like Mike, Jenny Yeo of Quebec Leisure gained top honours at the Individual and Ladies’ series with 241 and 665 pinfalls respectively. Amelia Tee (Resorts Operations) was first runner-up with 617 pins followed by Kathleen Koa of Quebec Leisure (516 pins). A total of 21 teams took part. Orchid Bowl (Khairi, Ken Ho, Jason Tan and Johar) walked away with the champion trophy thanks to 2330 pinfalls. Theme Park Exclusive (Nazrul, Asman, Colin Wong and Naffi) was first runner-up with 2153 pinfalls and Strike Home! (Victor Tan, Raymond Chan, Shafie Halim and Charlie Goh) came in third with 2115 pins.

Mike, Shamsul, Derrick, Jenny, Amelia and Kathleen will represent NTUC Club Staff Union at NTUC Grand Masters Bowl 2008. It will be held at Orchid Bowl, E!hub in November. We wish them the best of luck!

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Bowled

It’s a healthy buzz of activity at D’ Tent on 3 July as 150 Club staff attended the Work Health Promotion (WHP) launch to encourage active lifestyles.

Work-life balance leads to increased productivity, morale and lower staff turnover. Organised by the Workplace Health Committee, the three-hour event showcases 11 booths by the Sports Club where staff of all ages and physical fitness can sign up for various exercise sessions. Examples include brisk walking, bowling,

badminton, American pool, golf and basketball. An aerobics instructor also

led participants in a 30-minute mass workout to much fun and laughter.

The holistic WHP approach also meant an emphasis on frequent health assessments and nutritious diets. While staff queued for free health checks, others checked out the array of health supplements on sale. The counter distributing free fruits also saw brisk ‘business’ too!

A pledge board was put in place for attendees to sign on, as a commitment to improving their own health. However, no memorable event ends without delish food so a wholesome buffet with the likes of minted yoghurt cucumber salad and pan-fried fish fillet was served. Mm hmm... all’s well that ends well.

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Join the

Club promotes work-life balance with the Work Health Promotion programme.

health club

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The NTUC Club Group Workplace Health Committee shared a series of ergonomic and

stretching tips via email in August after a Workplace Health Committee survey showed that many Club staff experience back pain.

The E-tips and online quizzes gave insights into improving body posture, tweaking workstation setups to avoid repetitive injuries and stretching steps among other info. Two staff communication sessions on neck and back care (Aug 28) and stretching (25 Sept) were also held to reiterate their importance. Here’s a brief recap:

Computer workstations• Frequently-usedobjects

should be placed close to you to avoid injuries from excessive extended reaching.

• Placethephoneonthe side of your non-dominant hand.

Relax those musclesWorkplace Health Committee communicates health matters to staff.

• Chooseamousethatfitsyourhand and is as flat as possible to reduce wrist extension. Do not bend your wrist when using the mouse; use your elbow as the pivot instead.

• Pushyourhipfarbackinthechair; adjust seat height so feet lie flat on the floor. Adjust seat if possible to a 100° – 110° reclined angle. Use cushions to support upper or lower back if necessary.

• Tableandchairheightshouldbe adequate and distance between the eyes and documents at about 30cm. Use a document holder to prevent neck and eye strain.

StretchesSide of neck and shoulder – pull right hand with left hand to the left side. Tilt head to the left. Hold for 20 seconds. Repeat for the right side.

Upper back – Interlock fingers. Push hands to the front, at shoulder height. Lean forward but with body weight towards the back. Hold for 20 seconds.

Lower back – Sit out from the chair. Keep knees pointing to the front, turn the body towards the back.

Back of thigh – Sit out from the chair and extend both legs. Bend towards the legs and hold for 20 seconds.

Top (from left)1: Sitting upright to avoid backache like Vignesha

2: Slouching like Viscent is a big no-no and will cause backache

3 & 4: Siew Ling and Roland doing some stretching exercises to loosen the muscles

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The last quarterly union briefing for 2008 was a hit with union leaders as over

110 of them attended it for Club updates and a complimentary turn on the world’s largest observation wheel.

Club presented the upcoming events for August and September, including promotions for theme parks, resorts, The Spa @ Aranda and nEbO. The revised pricing for DeCard membership was also announced along with the

activity lineups for Active Ageing and U-Games.

Participants were treated to a sumptuous spread after the Q&A segment as they waited to board the Flyer from 5.30pm onwards to catch the sunset. At 165m above the ground, the unionists took in the breathtaking paranomic views of Marina Bay while indulging in champagne, fruit punch and strawberries during the half-hour ride.

Union leaders were literally on a high at the Singapore Flyer for the quarterly union briefing.

Union briefing @

Singapore FlyerSingapore Flyer

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development

Evelyn Loo (standing) discussing with her team mates (L-R: Ong Pei San, Shaun Ang, Serene Lee, Jackie Chia and Adrian Khi) on the key challenges facing NTUC Club

Awareness. Aspiration. Alignment. Accountability. NTUC Club will undergo a

four-phase Organisation Development (OD) process to improve efficiency by 2011. It aims to align vision, mission and core values to help staff adapt to new technologies, markets and challenges for long-term sustainability.

The one-year OD journey kickstarted in June this year with the OD committee of Jean Kuah, Mike Lam, Jason Ng, Lucy Yap, Alan Poh and Gan Hwee Li. They are devoted to the organising of cascading workshops to convey OD messages to all Club staff. A HR review in Compensation & Benefits and Performance Management are in progress, to help Club retain talent.

Road to success with organisation development

Oct — Dec 2008 11

development

The pre-awareness workshop on 6 Aug saw Club’s Core Committee participating in the “Discovery

Interview Process”. Comprising Yeo Khee Leng, CEO; Neo Gim Kian (Cluster Director, Corporate & Resource Development); Lim Eng Lee (Cluster Director, Programmes & Marketing); Directors and Senior Managers, 88 interviews were conducted for insights into Club’s strengths. Findings include:

4 Most interviewees joined Club for its good brand name in the hospitality industry.

4 Club is a powerful social vehicle for the Labour Movement by providing leisure facilities to the people, including the lower income group.

4 Club is people-oriented with a strong team spirit and a sense of belonging.

4 Club is not entirely commercialised and thus has a less pressurising work environment allowing employees to experiment and explore ideas.

The Core Team envisions Club as Singapore’s Disneyland and the best one-stop entertainment centre around, while providing five star services at affordable rates. Key challenges identified at the second awareness workshop on 5 Sept are based on the S-T-E-E-P (Social, Technology, Environment, Economy, Politics and Government) model:

➢ How to respond to the biggest threats to Club operations – the upcoming Integrated Resorts.

➢ Staying attractive when neighbouring countries offer more affordable entertainment and recreational options.

➢ Constantly rejuvenating Club facilities to compete with existing rivals such as SAFRA.

➢ How to cope with effects of the economic downtown on Club’s business.

➢ How new government rules and regulations may affect Club’s services and operations.

➢ Ways to recruit, reward and retain quality staff/talents.

➢ Keeping pace with changing demands of union members and guests.

➢ How to support NTUC and attract more union membership.

➢ How to better engage the unions and different communities.

It all boils down to team work to make things happen!

Awareness workshops for Phase 1

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AUGUST

JULYRoll call! NTUC Club welcomed 38 newbies to the family between July and Sept this year. Here’s looking at you…

Welcome on board

Tan Kat Hua AdelineHuman Resource

HR Executive

Chia Peck Hoon Jennifer

eXplorerkidOperations Manager

Chan Wei Ling JorelleHuman ResourceSenior Executive

Sathish NaiduSports & WellnessExecutive Officer

Lim Kim Fong ClarineProperty Management

Executive

Ng Teck WeeCluster Development

& ControlBusiness Controller

Poh HuiZhu RosanneMembership

Membership Officer

Foo Chee TengAranda Country Club

Junior Sous Chef

Chin Kwok Hwa JohnAranda Country Club

Chef De Partie

See Lay Leng Membership

Executive, Program & Youth Development

Andrew Tee Resorts

Senior Resort Manager

Lim Yan ChehJackpot

Jackpot Assistant

Shahrudin Bin Ahmad Isa

Sports & WellnessExecutive Officer

Chua Xue Li AngelineHuman Resource

HR Assistant

Toh Lee See ChloeGuest Centric Initiative

Assistant Manager

Tan Xue Fen SereneFinance

Accounts Officer

Toh Wai KwongJoint Operations

Joint Operations Officer

Elaine Debbie Yan Li LieXplorerkid

Operations Officer

Chong Soek Fuen Chris Spa

Beauty Consultant cum Trainer

Chan JacquelineAranda Country Club

Bartender cum Waitress

Yang ChengyuAranda Country Club

Waiter

Tim Wu Wei LiMarketing & PlanningAssistant Manager,

e-Marketing

Lau Shu Jin JoeyFinance

Senior Accountant

Muhammad Rossuandi Bin Rosman

Joint OperationsJoint Operations Officer

Tan Geck Hong RoyJackpot

Jackpot Assistant

Ong Sze Pheng ChristelMembership

Executive, Program & Youth Development

Ang Sin EeMarketing & Planning

Assistant Manager

Azzah Nur Efni eXplorerkid

Management Trainee

JULY

AUGUST

In Town

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SEPTEMBER

When and why did you join Club? I was Assistant Director in Corporate Support Services with the Singapore Tourism Board for 14 years before moving to Club on 1 Sept. I currently look after BizTech, Admin, Carpark Operations, Joint Operations, Engineering & Technical Services and Project Development & Management. I joined Club because I’m serious about fun (laughs). OK, I was getting too comfortable at STB so I decided to leave and look for new challenges. I shocked everyone at STB when I left.

Tell us more about yourself. Golf’s my hobby. I became a my golf kaki member last year and I play at Marina Bay Golf Course or in Johor Baru. My handicap? Err, let’s just say I’m not very good at it (laughs). I don’t drink, only buy the occasional 4-D and I quit my 18-year smoking habit six years ago mainly because of rising cigarette prices. I made good use of my cigarette

savings – I took my wife and two kids to Hokkaido for a seven-day holiday some time ago. I enjoy spending time with my family. We cut food reviews from newspapers and seek the eateries out during the weekends. But between hawker and restaurant food, I’ll take the former anytime!

What is your take on life?Life is only travelled once. Enjoy every moment whether good or bad. Choose to be happy.

What do you like about Club so far?Fun company to work for, fun people to be with… plus Club is just a 15-minute drive from my home in Tampines! I hope to carve my second career here. I stayed at STB for 14 happy years and hope to spend the same time at Club or stay until I retire... or till I become too comfortable!

His name sounds Ah-Bengish but Stewart Ang Ah Seng, Deputy Director for Admin/Downtown East, does not drink, smoke or gamble. Instead, he’s a self-professed family man with a penchant for down-to-earth hawker food.

Hi, my name is Ah Seng

SEPTEMBER

Lim Mui Kuay LindaHousekeeping,

Costa Sands Resort (Downtown East)Room Stewardess

Ang Ah Seng StewartAdmin/Downtown East

Deputy Director

Lee Joo Pin SereneHuman ResourceSenior Manager

Huo HuilingStrategic Planning &

DevelopmentAssistant Manager

Tan Loh Nguk VioletJackpot

Jackpot Assistant

Chan Ah Kow BobbyJackpot

Jackpot Assistant

Tan Siew ChooSpa

Therapist

Ang Siau Wei AngelineMarketing & PlanningAssistant Manager,

Media Relations

Wong Mei Chin Joycelyn Aranda Country Club

Membership Executive

Mohammad Farrid Bin TunasirJoint Operations

Joint Operations Officer

In Town

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Haunting Escape To “Hell”oween

31 Oct - 1 Nov, 7pm – 11pm, Escape Theme Park

Raise hell at Escape Theme Park’s Halloween bash! A jolly ghoul time awaits.

2008 Asian Sport Stacking Celebration1 – 15 Nov, Foyer, D’ Tent

Sport Stacking is the eye-boggling game where players build and dismantle cup pyramids in a display of speed and creativity. Sounds easy? Try your hand at it! The inaugural Asian Championships is on 15 Nov with teams from seven (at least!) Asian countries vying to become the region’s best stackers.

For programme schedule, visit www.downtowneast.com.sg For more information, visit www.slinghd.com

Teen Titans Meet & Greet Session15 Nov – 30 Dec (Except Tues), 5 - 5.30pm, Escape Theme Park

Konsert “Ilham Pujangga-Ismail Haron”21 Nov, 8.15pm, D’ Marquee

Sway to this two-hour showcase of evergreens by legendary singer Ismail Haron and his seven-piece band. Indonesian Emillia Contessa is guest crooner.

Balloon Runway29 Nov, 4.30pm, Foyer

A sassy airy-fairy affair as models strut in balloon dresses designed by balloon sculptors from Singapore, Indonesia, Malaysia, Philippines, Korea and Taiwan.

spotlightCalendar

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Terms and conditions apply for redemption of photo-taking passes.

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Kissing Under The MistletoeEvery Saturday during 1 – 25 Dec, 7pm, Foyer

The Greatest Show 25 - 11 Dec, 8pm, D’Marquee

This international production promises a visual thrill, based on the popularity of The Greatest Show – A New Circus Experience last year.

Magic & Ventriloquist Show9 – 22 Dec (Except Mon), 12.30pm, Foyer

Let Mister Puppet amaze you with his troupe of puppets, magic, and balloon twisting.

E!hub Musical Light Up1 Nov – 30 Dec, 8.30pm, E!hub

Lights, music, action! In December, you can’t walk past E!hub without bopping to cheery façade lights that blink to music.

The Magic of Gordon K23 – 30 Dec (Except Mon), 12.30pm, Foyer

Awarded Best Magician by the Singapore Association of Magicians, Gordon K’s sleight-of-hand will captivate you and your family.

X’mas Tree Décor ContestEvery Sunday during 1 – 25 Dec, 2.30pm, Foyer

Countdown Party31 Dec, 8 pm – 3 am, D’ Marquee

It’s the New Year countdown 5-4-3-2-1… with award-winning Mandopop Malaysian singer Cao Ge, MediaCorp Suria TV 12 Anugerah Band 2008 Champion, Rancour and local artistes. Goodbye 2008, Hello 2009!

spotlightCalendar

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Monitor

NTUC Club had a stellar showing at this year’s Excellent Service

Award (EXSA) for outstanding staff. Some 145 Club employees across Club, Costa Sands Resort, Quebec Leisure and Theme Parks (Leisurequest Pte Ltd) were honored with Silver (64 winners), Gold (47) and Star (34) accolades. They were given certificates and EXSA pins for bragging rights. Sukana Binte Kamsani of Leisurequest Pte Ltd was also honoured as one of the SuperStar Award finalists island-wide. Launched in 1994 by SPRING Singapore, EXSA seeks to develop service role models for staff across 10 major industries including Hospitality, Retail, Restaurant and Attractions. Besides SPRING, the annual award is also managed by 10 industry lead associations such as the Association of Singapore Attractions, the National Association of Travel Agents Singapore and the Singapore Hotel Association. The Food Drinks & Allied Workers’ Union as well as Singapore Manual and Mercantile Workers’ Union are among the team of EXSA advisors.

34 Star Award WinnersAlijah Bte Amat Bujang, Anita Baldivino Anthony, Foo Chye Neo Irene, Kartina Bte Mohamed, Nuraini Binte Talip, Sapiah Bte Salleh, Shariffah Suzana Bte Yusoff, Sulaihan Bin Rabain, Surianti Binte Maarip, V Shantakumari, Hadijah Bte Abdul Hadi, Hayati Bte Hassan, Ayiati Bte Kussin, Jamal Bin Hamid, Rahmat Bin Abdullah @ Ramesh, Terry Christopher Fernandez, Mohamed Salim Bin Slamat, Teo Siew Gek, Jennica, Yeo Soon Siong, Jimmy, Tan Siew Kee, Sandy, Sukana Binte Kamsani, Azman Bin Mohamed Ayub, Razali Bin Mohd Sulaiman, Rengasamy Rukuman, Seah Kin Lang, Sutimah Bte Slamat, Tan Hian Teong Michael, Tan Kwee Kheng, Zarinah Begum, Mariam Bte Mohamad Ali, Rajesh Kumar S/o, Rajagopal, Saat Bin Abdul Samat, Selamat Bin Darmosoemarto, Abdul Malik Bin Abdul Aziz

47 Gold Award WinnersNg Foong Mun Adeline, Jamaliah Bte Alias, Toh Swee Neo Jenny, Awa Bte Md Yasin, Lamrah Bte Noor, Nafsiah Bte Johan, Ratnawati Bte Timyati, Shabariyah Bte Shapii, Suryati Bte Wasimin, Tan Siew Hong, Tay Ah Moy, Tosinah Bte Sokajoe, Wong Kia Chit, Zubaidah Binte Sujah, Samsuri

Service champions

Put yourself in guests’ shoes when serving them. You’ll be more

understanding and sincere towards them. I’ll think about the times when I’ve been served excellently elsewhere for motivation to make other people’s day, just like how they’ve made mine.” Silver EXSA Winner Maithili Vijayakumar, Quality Services Executive, Leisurequest Pte Ltd

Tips from EXSA winners

Service starts from the heart. The thought that we’ve made someone happy rather than the reverse makes

us feel very, very good inside. Those staff who did not receive the awards probably have zero or lesser opportunities to interact with guests. In fact, many of them are my teachers – they show concern and are courteous.”Star EXSA Winner Michael Tan, Engineering Manager, Costa Sands Resort (Pasir Ris)

Give the best service to people, just the way you want it for yourself. I

believe in maintaining a warm, friendly smile throughout the day because you’ll never know if it will lift someone’s mood.”Gold EXSA Winner Leela Veerappam Raman, Customer Service Officer, Quebec Leisure

Bin Mordipi, Oliveiro Collin Melvin, Asiah Bibi Bte Jamaldin, Jamaliah Bte Abdul Malik, Kalsom Bte Jaafar, Lim Lai Woo, Monah Bte Abdullah, Rajeswari D/o Nagalingam, Rajmah Bte Alias, Koh Sa Ti, Mohammad Din Bin Aman, Muhhammad Muhheddin Bin S. Syed Ismail, Yip Jia Hui, Emmeline, Chua Chee Ban, Derekz, Mohamed Riaz S/o Mohamed Omar, Marlina Bte Abbas, Kwan Sook Ying, Belinda, Leela D/o Veerappam Raman, Mariah Bte Abdul Kadir, Simpauco Jacqueline Bayaga, Ng Wai Fong, Ang Cai Ling, Chen Pei Wen Jasmin, Teo Siew Gek, Mohammad Zulhimi Bin Mohamed Marsan, Sri Nurulhuda Mohd Ramli, Nurzariah Binte Zainudin, Rashidah Binte Hussain, Mohamad Nasri Bin Mohamad Salleh, Ramesh Arjan, Lim Bee Lian Mabel, Lim Kien Ping Francis, Zhafran Bin Ahamad Johari

64 Silver Award WinnersYotmoon Soimalee, Mila Karmila Binte Sunardi, Kamsiah Bte Mohd Salleh, Kazirah Bte Abdul Aziz, Raghavan Vijayalakshimi, Lee Qiu Yan Pauline, Norintan Bte Mat Noor, Low Ee Ling Gigi, Abdul Manap Bin Mohd Nor, Ong Geok Choo, Radiah Binte Abdul Majed, Santha Kumari, Toh Choo Lee, U. L. Chitrakala, Rashid Bin Abdul Rahman,

Tan Teck Guan David, Chia Hood Thiam, Wong Chin Keng, Chan Ai Gek Lina, Peng Kok Chong John, Siti Suzanna Sulaiman, Zann, Nuridaryani Bte Kasim, Soon Hui Liong, Jason, Wong Phooi Ling, Carmen, Loy Lay Hoon, Christina, Ng Kai Li Kelly, Chen Siok Bee, Jessie, Dabalus Julicayne Pascual, Hazwani Bte Bahrom, Ong Kim Soon Kenny, Yeo Chee Wei, Nur Hidayah Binte Sapian, Low Hwee Min Gillian, Ting Hsueh Hua, Lau Yong Kai Navin, Lim Chiew Hiang Joanne, Muhammad Shafiq Bin Rahmat, Chen Pei Shan Joan, Lee Sew Huah, Nurliyana Binte Alim, Nur Ashila Binte Abdul Halim, Ong Chun Hong, Lim Jun Jie, Naryzan Binte Abdul Rashid, Nur Afiqah Binte Zulkifli, Nur Diana Binte Abdul Rashid, Nur Yaminah Binte Rustam Pane, Dadly Bin Osman, Chen Gangjie Casper, Chng Peiwen, Nur Azlin Binte Jumsi, Muhammad Syukri Bin Rosdi, Sahizan Bin Adb Manap, Guillermo Kim Walte, Cornelio A. Blauta Jr, Lee Foong Ee Cindy, Salonga Danilo Jr Reyes, Phua Kok Jin Raymond, Koh Hoong Yan Gibson, Maithili D/o Vijayakumar, Muhammad Reza Harith, Ong Kim Chye Augustine, Noordin Bin Mohamed Noor, Abdul Rahman Bin Mohamed

Custom-ers are not always right. But because they come first, you

still have to treat them with respect; they are the reason for everything that you work for.” One of the SuperStar Award finalists Sukana Binte Kamsani, Quality Services Executive, Leisurequest Pte Ltd

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What do you like about the service line?I am a people person so I like it when I meet people and help them enjoy themselves, or save money by telling them about DeCard privileges.

What is your work philosophy?Never say no to customers, even if their requests are outside our job scope. My team and I will go out of the way to help visitors, or introduce them to other staff who can. It’s part of good customer service.

Any memorable accounts to share?A family of five appeared lost and the lady was visibly upset. I noticed how tired her kids were and offered my assistance. She was worked up. She didn’t know how to book chalets, what other facilities there are at Downtown East, and she banged the table as she complained. I took an

hour to show them around and she lightened up gradually as she realised that I was willing to help although it was not my job. They spent the rest of the day at the theme park and returned with drinks to thank us. I felt a sense of accomplishment although she didn’t sign up for DeCard!

How do you deal with difficult clients? There are the good, the bad and the ugly in the service line. Some customers are very nasty but we have to serve them as best as we can, and explain things nicely to them. We cannot retaliate even when they insult us. I believe everyone is inherently nice but may behave badly out of frustration. To de-stress, I take two-minute breaks and breathe deeply. I also draw strength from my family; playing with my three kids ages seven to 16 makes me happy.

In the past, most businesses aimed to achieve customer satisfaction. However, this is not enough as we need to take the

extra step to make them feel delighted with us. We can delight customers by anticipating

their needs, providing solutions before they ask and observing to meet additional expectations. Taking that extra step gives a whole new meaning to customer service. It creates a WOW effect on customers. It plants a special memory which lets them recall us easily and want to share their experiences with friends.

Here’s an example of how Club staff has delighted customers. Mrs Yoga was planning for her parents’ 50th wedding anniversary at Downtown East and she was impressed with

the service and enthusiasm of Kelly Ng and her team from Corporate Sales. They ensured that everything went smoothly and even offered suggestions on how to make the anniversary a memorable one. Mrs Yoga commented that she felt confident enough to leave every detail in their good hands while she went for an overseas trip!

Terry Fernandez is a senior account executive with DeCard Membership as well as Sports and Wellness but he acts as an information counter receptionist too for irate visitors. He takes it in his stride, cheerfully working his way into the list of top 12 Club staff who received the most customer compliments in July/Aug 2008. Club Chat gets him talking.

Delight customers. Create a feeling!WOW

Service with more than a

(L-R): Mohamad Fadli (Event Operations), Kelly Ng (Corporate Sales) and Emmeline Yip (Banquet Operations) wowed guests with their efficiency and enthusiasm.

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Club switched to the Portable Medical Benefits Scheme (PMBS) on 1 Oct so staff can receive

continuous medical coverage, with options to suit individual needs.

What is PMBS? The employer makes an additional contribution to staff’s Medisave account monthly so they can purchase personal medical insurance to cover their inpatient needs under Medishield or other Medisave-approved medical insurance schemes.

PMBS benefits

4 Portability – As premium is deducted through staff’s CPF Medisave account,

NTUC Club implemented the Portable Medical Benefit Scheme on 1 Oct so that staff can enjoy hospitalisation coverage even after they stop working at NTUC Club.

to a cap on co-payment.

4Eliminate Duplicate Insurance – PMBS avoids the duplication of staff’s existing insurance schemes and employers’ benefit packages.

Enhanced IncomeShield (EIS) and i-Medicare (iMC)The existing Managed Healthcare System with NTUC Income was replaced with EIS Assist Rider and iMC for inpatient and outpatient/specialist treatments respectively on 1 Oct 2008. The iMC cards were issued to Club staff in September. The panel of iMC clinics and specialists can be found at:

Staff welfare improves with revamped

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Panel of iMC clinics: http://www.income.com.sg/insurance/i-Medicare/doc-gps.asp

Panel of iMC specialists:http://www.income.com.sg/insurance/i-Medicare/special-list.asp

“U are the Star” Awards Night on 21 Oct celebrates the rising NTUC membership numbers, thanks to help from the unions, social enterprises and business partners.

Organised by the Membership Department of NTUC, there were seven categories in total. NTUC Club Staff Union (NCSU) was given the Merit Award of a plaque and $1500 cash. It was one of 34 Merit Award winners for achieving at least two per cent growth in Ordinary Branch membership over the past year.

Stage performances by DXO’s very own band, Passionista!

An Oscar Night experience at DXO

Club was also one of three recipients of the inaugural U Partner Award. Open to NTUC social enterprises and business partners, the accolade recognises entities that help co-create value in union membership. Club CEO Yeo Khee Leng received the plaque from NTUC Secretary-General Lim Swee Say.

Raymond Chan, General Treasurer of NCSU receiving the plaque from NTUC Deputy Secretary-General and Centric Director for Unions, Heng Chee How.

Club CEO Yeo Khee Leng receiving the U Partner Award from NTUC Secretary-General Lim Swee Say.

they enjoy uninterrupted coverage even if they leave Club.

4 “As charged” cover (for Enhanced Incomeshield) – Staff pay for what is actually incurred based on “as charged features”.

4 Guaranteed Lifetime Cover – No lifetime limit on the amount staff can claim under the plan.

4 Affordable premiums – Staff can pay for the premium with their CPF Medisave funds for up to a limit of $800 per person per calendar year.

4 Assist Rider (a cap on co-payment) – Staff needs to pay only 10% of the claimable hospital bill amount, subject

medical scheme

More mineral makeupNon-comedogenic mineral makeup is taking

the world by storm and Revlon’s Colorstay Mineral Lipglaze is the newest addition. With an

unique mineral complex to condition your smackers, the gloss is touted to last for eight hours max without

touch-ups. Available in eight shades including Infinite Rose and Forever Raisin. Create the illusion of fuller lips by applying

a darker shade all-round before dabbing a lighter shade to the centre of the lower lip and the Cupid’s bow. $19.90, from

leading retail outlets.

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As good as it looksFujitsu’s L1010 appeals to the fashionable Generation Y-ers with five classy colour combis, glossy cover, subtle hinge joints and rounded edges for a comfy grip. But just in case you think it’s all form but no substance, the 14-inch widescreen laptop packs an Intel Core2 Duo processor, Intel PM45/GM45 Express Chipset and Intel WiFi Link 5300AGN (3x3) network connection for optimum operations. Besides the fingerprint sensor security function, it also boasts a built-in 1.3 megapixel camera and microphone for convenient Skype chats. $1,688 and $1,988, with a three-year warranty. Visit www.fujitsu.com/sg for retail locations.

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The Spa @ ArandaPurchase Gatineau Serum and get a corresponding mask free! Call The Spa @ Aranda at 6589 1812 for more information.

Timeless affair with plastic As famed inventor of the world’s first ever plastic watch, Swatch aptly celebrates its 25th anniversary with the vibrant Swatch Chrono Plastic Collection. In six unisex designs featuring sporty straps, rotating bezel and large pushers, each lightweight timepiece costs $159 from all Swatch boutiques.

Play and relaxIn the shape of cutesy animals, the Acu Point Massager from Action City is a cheery playmate while relaxing those tired muscles. Power it with two AA batteries or via an USB connector. $11.95, from Action City stores including #B1-11 Plaza Singapura, #02-38 VivoCity and #03-10 Compass Point.

Slop on the sunblockMen get it too at WhatHeWants, a concept store for male skincare and grooming goodies. With today’s global warming and what-not, outdoorsy guys should consider UK brand Z01 Sun Systems for UV protection. Price ranges between $15 and $75 for zinc oxide-infused lip balm, body scrubs, sunscreen and even mist-on tanning formula. At #01-06 The Cathay and #02-013 Suntec City Mall, or shop online at www.whathewants.com.sg.

Oh happy memoriesDisplay up to 500 of your favourite photos at one go with the Sony Ericsson IDP-100 digital photo frame. The sleek grey gadget has a built-in memory capacity of 128MB and is compatible with most phones or cameras for easy transfers. Snapshots flash by as slideshows and are automatically rotated, colour-corrected and resized to fit the seven-inch screen. Wall-mount or place on your desk for an instant touch of sophistication. Out in November at authorised Sony Ericsson dealers, price unavailable.

PACKING bKeep all sharp objects like scissors or

even nail clippers in your check-in luggage. Leave gifts unwrapped to facilitate potential security checks.

bTry to place all metal objects in your carry-on luggage before proceeding through security checkpoints.

bCarry photocopies of your passport, identity card and credit card in case of theft or loss. Don’t keep these items together in one place.

b If it takes a long time to travel between tour destinations, consider bringing entertainment like Playstation, MP3 player or a portable CD player. Your bored kids will love you for it.

SAFETY bSplit your cash, just in case you

lose your wallet or entire bag. Thieves know about money belts so alternative suggestions include zipped cargo pants pockets, socks, or inside bras (no kidding, it works).

bStay alert at all times, be it in crowded or secluded areas. Check sunrise and sunset timings to avoid walking the streets after dark.

bRead up about the destination country to avoid culture gaffes. Keep expensive bling-bling at home so you won’t attract unsavoury people.

bNote the contact details of the Singapore embassy in your destination country; leave copies of your itinerary with your family.

HEALTH bCheck health and vaccination

requirements.

bBeware of food consumption at places with low hygiene standards.

bBring your doctor’s prescription along with your medication in case Customs needs it for verification.

Ready, get set, go!Booked your air ticket or tour and all psyched up for that well-deserved year-end holiday? Note the following to help make your trip a smoother one.

INSURANCE bTravel insurance is essential to cover illness, injury,

luggage loss etc. If you are making a road trip, get vehicle insurance too. When applying for a car rental, read the agreement carefully before signing.

Case closed You don’t need to spend thousands on Louis Vuitton monogram luggage to look stylish. Choose the right luggage for the occasion. For business travellers, get a garment bag to keep your suits or dresses wrinkle-free. If you are a rough person, a hard-sided polypropylene luggage will keep your belongings safe from knocks, stains and leaks. It’ll be heavy so soft-sided nylon luggage is an alternative. Such bags often come with built-in expansions too by unzipping along their sides. Above all, get one with four big wheels below for stable wheeling and sturdy collapsible handles. Extra handles on luggage top and sides will also make moving around less stressful when traveling in countries with lots of stairs and no escalators, say, France or Japan.

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Madeline’s travel tip: Always pack necessities in your carry-on luggage; you will never know if your other belongings gets ‘lost in translation’.

Lucy’s travel tip: Pack an extra set of clothes in your bag if you intend to engage in sport activities that might get you wet... Can you spot where Lucy is?