Member Feedback

Tell Us What You Think
We value your feedback. Pick up a comment card or a Rant & Rave card from our restaurants, Gym, Sen, Thyme, Essentials or Concierge Desk, fill it out, and drop it in the suggestion box located at the Concierge Desk or the Gym. Or, email us at whatson@amclub.org.sg

Here are some comments from the Quoted email that was sent out on January 3 and we would like to share with you:

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The paper towels in the men’s bathroom by the lobby are often packed so tightly that it is impossible to remove one without ripping them or taking an unnecessary amount. My suggestion is to pack less in, but fill it more often. Secondly, Thyme’s check out process is extremely slow and long queues often develop. Is there some way to accelerate the purchase process? It seems to me that the staff have to push too many buttons on the POS system to process a simple order.

We’ve noted your observation of the paper towels; our Housekeeping Team will be more aware during the replenishing process. Thyme does get quite busy, especially during the festive period. Also, staff often process multiple transactions for a single Member ranging from coffee to merchandise, wines, deli items, cake orders, and more. We apologize for any inconvenience you have experienced and thank you for your patience. We’re looking at options for revamping Thyme which would create a more efficient check out process.

We’ve been very pleased with the ambiance and the excellent service on The 2nd Floor – well done! We used the Pacific Room (Chinese restaurant) before the renovation and would suggest that the new restaurant make available a Chinese set menu to facilitate Members’ wish to host Chinese lunches/dinners. It will also help The Club in generating more revenue especially with the festive season coming up. I was also not aware that The 2nd Floor makes a very good suckling pig until a guest told me. I hope The Club will consider my suggestion.

One of the key 2nd Floor design features was to create spaces to allow Members to host private parties, whether it is a lunch, dinner, or cocktail, and to enjoy the flexibility of our Western, Eastern or customized menus. We have set menus, for Western or Eastern cuisine, that Members can choose from. Simply tell one of the staff that you would like to speak to the restaurant Manager. And yes, the kitchen still roasts the selection of BBQ meats as we did in the Pacific Room, including the suckling pig. 

Please consider reopening the Scott’s Road entrance; I see at least 2 security staff there all the time. I can’t understand why it was closed.

Indeed there is one security guard positioned on Scott’s Road at all times. This is because the Scott’s Road entrance is the staff-only access point. Based on advice from our Security partners, and with the agreement of the General Committee, the Scott’s Road entrance remains close to Members and guests. This entrance has been closed since 2001. There are no immediate plans to offer this as an entry point for Members however; we’ll keep this in mind for any capital project plans pertaining to this part of The Club building down the road.

I’m disappointed in the lack of research into the games being made available to our 12+ group in The Zone. I think you need to re-evaluate what is considered 'appropriate' for our children. Also please address the lack of supervision in The Zone, and the swearing and bad behaviour by many of the Junior Members. You need to decide what type of environment you want to provide for Junior Members.

Prior to introducing the on-line gaming initiative, our Team took many months to work through the decision. The process started with a survey of our Junior Members to understand the decline in their usage of The Zone. Online gaming and the lack of access to some of these games were the main reason for them not using The Club.
After conferring with the Youth and Family Committee, and from these meeting making changes to our plan, we proceeded with on-line gaming with just three games. Additionally, we communicated the introduction of the on-line gaming in the weeks leading up to the launch to the Membership-at-large through What’s On; we did not receive any negative response to this initiative.

To safeguard our younger Members from exposure to games such as Battlefield and World of Warcraft, we’ve put in place restricted access to these games and to selected websites i.e. a staff must log into the game to start playing. The mandatory use of headphones limits the verbal discourse in each game to the user. Parents have also told us that they would prefer their teenagers playing these games at The Club versus the gaming or Cyber Cafes.

The main area of the Zone is always staffed, with the Team regularly surveying the Computer and Teens Room. On Fridays and Saturdays, designated staff are stationed in the Teens Room to supervise the area and the Duty Managers are regularly in The Zone whilst doing their rounds of The Club. All computer rooms are also covered by surveillance cameras, so that in the event of a misdemeanour, we can attempt to identify the individuals involved.

We wanted to say thank you for all the work you did to make Andrew's birthday celebration so much fun for him and so hassle free for us. We had planned for a pool party with the inflatable, and due to the weather, we had a bowling party ("plan B"). Thank you for making sure the bowling lanes were reserved and for moving everything inside. Your staff were very flexible; arranging for a bouncy castle at the last minute, they made sure everyone had food and generally just ensured everything ran very smoothly. Most importantly, Andrew and his friends had a blast in spite of the pool inflatable being cancelled!

The Youth Team are kept busy every year delivering over 350 parties for Members’ children. Every party is themed and customized to ensure it suits the child and, of course, the parents' requirements. At this time of the year, all our Pool Parties have a plan to cater for the inevitable downpour, so we are very happy to hear that the contingency worked well for Andrew and his friends. Remember to plan and book your Club Birthday parties well in advance as the limited weekend time slots do fill up.

Since the Business Center was closed on Sunday, I sat down to do a few emails at the end of the hallway nearest the corner before the Library. I was there from about 10:00 a.m. to 1:00 p.m. During this time I can honestly say that 80% of the children that went past me were under 12, unaccompanied by an adult and running between the “Walk, Don't Run” sign and the travel desk. Many adults who were accompanying their children simply watched them run. Clearly the norm has become one where kids and many parents do what they want and simply flaunt the rules of The Club. It is my responsibility as a Member to observe the rules while it is The Club's responsibility to enforce them. Could The Club please address this before someone is hurt?

Please be aware that the Membership Office is only closed on Sundays and Public Holidays. The Business Centre, although unmanned, remains open from 10 a.m. to 4 p.m. as a quiet, adult only space for reading, lap top usage, and the desktops will also be available. To your point of safety and decorum, you are correct to say that Members are directly responsible for their children’s behaviour in The Club. While our Team do their best to stop and remind children - and their parents – not to run through the Clubhouse, the most effective enforcement still lies with the parents or guardians. Additionally, The Club has always encouraged Member to Member contact. As a Member-owner, one has the right to express him or herself to another Member in a courteous and respectful way.