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2016/17
ANNUAL REPORT
Kristen Graff
President
Rahul Arora
Treasurer
Technological Innovations
In the past year, we made investments in our technology infrastructure that enhanced operational
efficiencies, advanced the delivery of Member services and positions The Club well for the future.
One such example was the implementation of the library self-checkout kiosk, which has automated
the borrowing of books and allowed staff to be deployed to other Member service functions. We also
launched more useful features on the Membership information kiosks located at Level 3 and the Front
Desk. Back-of-house, the IT team enhanced The Club’s Business Intelligence system, enabling easier ac-
cess to data for analysis and decision making. A continuing focus on upgrading technology will ensure
that our Club is prepared to meet Members’ needs, now and in the future. New technologies that will
be rolled out in the new year include a burger patty-forming machine, a people counting analytical
system and a self-contained food waste management system.
Our People
We are only as strong as our people, and The Club continued to emphasize the development of its
human capital. Progressive employment practices, ongoing efforts to improve productivity across all
age groups via innovation and job redesign, and the cultivation of a conducive work environment for
our team members have resulted in improvements to our overall employee engagement and attrition
rate; the latter continues to remain low relative to the industry, at only 1.58% per month (versus the
Singapore industry average for the accommodation and food services sector of 3.6%). The Club was
proud to attain the ‘Human Capital Partnership’ recognition as well as the ‘Plaque of Commendation’ at
the Labor Movement’s 2017 May Day Awards, testimony to our deep commitment to our people and
ongoing strong partnership with the Union. Looking ahead, staff training and career development con-
tinue to be our key focuses as we equip our team with the skills needed to operate our new clubhouse.
Keeping Member Experience Positive
Despite the physical disruptions posed by redevelopment, providing exceptional Member experience
remains at the heart of what we do. Ongoing facility upkeep and improvement works were under-
taken for the Gym and common Member spaces like the car park and stairwells. New events like
The Entrepreneur Series, Author Book Launches and the Book Club were launched to drive Member
engagement. The Overdrive system featuring a collection of titles was also launched at the Libraries
during the year, answering the call for more e-book options. Convenient online laundry pick up and
drop off was also introduced to Members.
Looking ahead
It was an eventful year at The Club, and we are proud of the progress made on the redevelopment
front. The end of the fiscal year is also an opportunity for us to reflect on our past and consider how
we can continue to uphold our mission and values, while we transform The Club to meet the rapidly
changing needs of our membership.
As we look forward to a brand new year, we would like to thank our Members, Committee volun-
teers, Management and staff teams, partners and stakeholders who have supported us throughout
our journey. Your ongoing commitment and dedication have made The Club the successful, thriving
community that it is today.