It was a joyful afternoon for the 25 NUSS staff who were acknowledged for their exceptional service at the Excellent Service Award (EXSA) on 17 December 2020. Four NUSS staff were recognised with the Star award, while 10 received the Gold award and 11 others received the Silver award.
The EXSA is an annual award given out by the Restaurant Association of Singapore to recognise service staff who have gone beyond their call of duty to deliver outstanding service and a pleasant experience to NUSS members and guests.
Ms Irene Choo, a Membership Experience Executive of two years and first time recipient of this award was bestowed a Gold award for her exemplary service towards members. When asked about the key to providing good service to members, Ms Choo said: “Good service is treating our members the same way that I would want to be treated. This means answering any queries they have, providing a listening ear and resolving issues to the best of my ability with a positive attitude… creating happy and loyal members in the long term.”
It is not as easy as it sounds though. She explained that the job comes with its challenges as the department is often faced with a wide assortment of queries, ranging from F&B, events, finance, and membership-related issues, and staff are expected to answer the queries without delay. Ms Choo manages her work efficiently by creating her own SOPs and drafting standard replies for frequently asked questions. New information and SOPs are often shared among fellow colleagues to ensure that everybody up to speed.
Meanwhile, Mr Wong Zheng Wen, a waiter at Suntec City Guild House took home the Silver award for the year 2020. Although working in F&B can be challenging and tiring at times, especially when he has to work a split shift, Mr Wong shares that he finds the job rewarding when diners are happy and appreciative of the service provided to them. He shared: “My most memorable experience was when members appreciate my service. In return, they gave me a treat to a sumptuous dinner at a lavish restaurant.” He combats tiredness by getting a short nap whenever he can during his break time, to recharge himself for the next shift.
Indeed, working in the service industry is no walk in park. Congratulations to all who received the award, and may it encourage you to continue doing your best each day!