The Key to Retaining Your Best Talents

In 2015, The American Club's attrition rate was 12 per cent, four times lower than the hospitality industry average of 48 per cent - a reflection of the Club's efforts to build a highly satisfied and engaged workforce. 

"The old days of relying on a few superstars to do the job is passé," says Mr Martin Rudden, General Manager of The American Club. 

"Everyone - from managers to ground staff - must be appreciated for what they do," he elaborates. 

"Organisations must recognise the importance of having a fair and inclusive workplace and that needs to cascade through the company's strategic focuses, roadmaps and training plans," he explains.

The Club's fair and inclusive culture is evident at the recruitment stage, where it commits itself to "giving everyone a chance to go through the interview process". Its Senior Director of People Ms Tan Lee Lee shares, "When it comes to recruitment, we welcome everyone, whether they are mums returning to the workforce after many years or older workers looking to contribute to society."

"You'll be surprised that sometimes, people who initially do not seem suitable for the job turn out to be the best candidates!"

The Club believes in making all individuals - both in and beyond the company - feel respected and valued. Its Retail Assistant, Ms Betty Koh, shares, "I started working here as a receptionist at the age of 19 and have been with the company for 48 years. The management redesigns the jobs of older workers like myself to ensure that we take on tasks that are less physically and mentally straining." 

Ms Mufdian Gossiantika Rasyid, Accounts Officer, added, "For Staff Day, we had massage therapists from the Singapore Association of the Visually Handicapped to provide massage services to our staff. It goes to show the extent our management goes to promote a culture of inclusion." 

Over the last few years, the Club has also been participating regularly in the Yellow Ribbon Project, enabling many ex-offenders to have a second chance in life. 

To show their commitment towards building a fair and progressive workplace, its staff also came together to make their "Fair@Work Promise" during its Staff Day. 

Efforts to build a happy workforce at the Club have not gone unnoticed - the Club won the TAFEP Exemplary Employer Award in 2016. 

"It is heartening to see our staff coming together as one to show their commitment towards making the workplace a fair one," Mr Rudden says.

"The fair and inclusive mantra we have is in line with what TAFEP is doing, and fits in very nicely with what we have been inculcating at the Club for a long time." 

This article first appeared in the October - December 2016 issue of Upbeat.