Club News

Since joining NSRCC Changi in June 2023, Tham Lay Hoon, Josephine, a Customer Service Officer (Golf), has been assisting golfers with their reservation, registration, and cancellation of flights. Her amiable personality and patience have earned her the Service Excellence Award FY2024/2025.

Members playing golf at NSRCC Changi may find Tham Lay Hoon, Josephine, a Customer Service Officer (Golf) at the golf reception, a warm, gracious, and reassuring presence. Her affable, polite demeanour, and jovial greetings are akin to a ray of sunshine, brightening the golfer's day.

Embracing Empathy

Since joining NSRCC Changi as a Customer Service Officer (Golf) in June 2023, Josephine carries out her responsibilities and commitments with unwavering dedication, driven by her objective of providing a pleasant experience to each member. Working closely with other colleagues, she assists golfers with their reservation, wait-listing, registration and cancellation of flights while handling golfing queries on guest rates, club affiliation, and handicap policies with tactfulness. Besides assisting with the organisation and implementation of private and in-house events, Josephine also prepares the handicap test for members while maintaining their handicaps. Her other responsibilities incorporate notifying members about the inclement weather, collecting golfers’ monthly subscription fees, and handling lost and found items.

Josephine is the epitome of a good Customer Service Officer with her strong interpersonal skills underpinned by empathy. She has mastered the art of active listening, sustaining meaningful and impactful conversations, picking up on verbal and non-verbal cues, tailoring conversations and body language accordingly.

“I try to be friendly, approachable, and patient while providing explanations to the best of my knowledge. I try to go the extra mile, and help whenever I can,” Josephine said.

Exuding grace, composure, and quiet confidence, Josephine exemplifies astute problem-solving skills, patience, attentiveness, and emotional intelligence. Embracing empathy, mindfulness, and composure, Josephine has proven her mettle, her ability to navigate challenges by being keenly attuned to members’ needs and preferences. She remains unruffled in the face of tense situations where members could not find their reservations. Embracing such challenges in her stride, Josephine adopts specially curated approaches guided by wisdom and compassion that resonate with the members and strike a chord in their hearts. Her poise and calm disposition amid the storm proffers assurance to the members.

Recognition for Her Contributions

Driven by the strong mission, purpose and camaraderie, Josephine demonstrates steadfast dedication, tenacity, and fortitude in adversity. Her steadfast contributions have garnered laudable recognition, as she is one of the Service Excellence Award recipients in FY 2024/2025. The award is a testament to her tenacity, unwavering commitment, and heartfelt empathy. She derives an intrinsic sense of fulfilment with this accolade.

“It came as a surprise. It is rewarding when they appreciate my hard work and contributions,” she said.

She credits her supportive team and caring management for playing pivotal roles in providing cherished mentorship and guidance, enabling her to learn the ropes along the way. Bonded in the spirit of solidarity and the shared sense of identity, Josephine forges a strong rapport with her team members, while fostering trust.  

Meet Hezri Bin Adenan, Fitness Instructor and Personal Trainer, and Service Excellence Award recipient FY2024/2025 who has been providing cherished guidance to members seeking to amplify their physical well-being. With a comprehensive understanding of individual needs, he offers specially curated advice on leveraging the gym’s myriad of avant-garde equipment to meet their fitness objectives. He extends kindness and help to members, while sharing the right techniques to adopt to ensure the safe and effective usage of the various equipment. This enhances their comfort, enables them to avert injury, while gaining confidence. He shares his thoughts about receiving the award.

At the heart of NSRCC Changi's gym, members pursuing fitness and vitality may encounter a familiar and encouraging presence - Hezri Bin Adenan, NSRCC's dedicated Fitness Instructor and personal trainer. 

Empowering Members Through Wellness

Since joining NSRCC in March 2024, Hezri has been providing cherished guidance to members seeking to bolster their physical well-being. With a keen understanding of individual needs, he offers specially curated advice on leveraging the gym’s kaleidoscope of state-of-the-art equipment to meet their fitness objectives.

“Health is wealth,” Hezri affirms. “People may purchase equipment and supplements, but some aspects of health cannot be bought. It must be nurtured.,” Hezri added.

This underscores the significance of caring for one’s health and well-being.

A Gentle Guide to Smart, Safe Training

With his amiable disposition, Hezri ensures that members feel at ease.

“I approach them with kindness, and offer help. I share my knowledge on the right techniques to adopt to ensure the safe and effective usage of the various equipment. This enhances their comfort, enables them to avert injury, while gaining confidence,” said Hezri.

With a background in commercial gyms, Hezri adapts his advice according to each member’s age and physical condition. For retirees or those with medical histories, he takes special care.

“Older members may sustain an injury if they land the wrong way. I offering advice on when to jump, where to land, ways to condition their bodies, and gradually build strength. Safety is paramount,” he said.

Apart from ensuring the well-being of the members, Hezri also goes the extra mile to help members’ children prepare for their National Service.

A Well-Earned Recognition

Over the past year, several members have expressed heartfelt appreciation to Hezri through letters of commendation — a testament to the difference he has made.

“It’s rewarding when I see members improving and continuing their fitness routines,” he says. “When they tell me their workouts have benefitted them, it means everything.”

Honoured for His Service Excellence

Recently, Hezri was honoured with the Service Excellence Award for FY 24/25 — a testament of his dedication to supporting members with sincerity and skill.

“I didn’t expect it,” he says with humility. “I’m proud to be appreciated, and it motivates me to keep doing my best for our members.”

Meet Lee Lip Peng, Apple, and Recipient of the Service Excellence Award FY2024/2025. Hailing from Perak Malaysia, Lee Lik Peng Apple joined the Fairway Café in February 2022 following her friend’s encouragement. Apple sociable disposition shines through as she extends service with politeness, a heart ready to serve and a warm smile. Thankful of her supportive team, she shares her thoughts about receiving the award.

If you've dined at NSRCC Kranji’s Fairway Café, you may have already crossed paths with Lee Lik Peng Apple—a beacon of warmth, hospitality, and our proud recipient of the Service Excellence Award.

Apple’s journey to us began with a gentle nudge from a friend and a heart ready to serve. Hailing from Perak, Malaysia, she has spent the past decade building a life in Singapore. In February 2022, she joined the Fairway Café team with kindness and wealth of experience.

Amiable Personality Wins Hearts

With an amicable disposition and natural flair for connecting with people, Apple thrives in the company of our diverse members. She delights in every interaction, and ensures each visit is met with not only delectable and gastronomical delights—but also sincere and, heartfelt service.

“I love interacting with the members. I try to be friendly, polite, helpful—always with a smile. They often greet me by name. If I haven’t seen someone in a while, I’ll ask how they’ve been,” Apple shared with a smile that says it all.

Motivated by a Supportive Team

Behind Apple’s impeccable service and optimism is a supportive team that uplifts and inspires and where the camaraderie runs deep.

“We understand each other’s personalities, and we lift one another up. There’s a strong bond in our team—we motivate each other every single day while appreciating each other’s efforts,” Apple said with gratitude.

She is heartened and grateful to receive the Service Excellence Award as it bore testimony of her positive attitude and service.

“I am happy to receive the award. I am glad that my positive attitude and service have been recognised,” Apple said. 

Apple offered a few heartfelt words for anyone serving in the frontline: “Know your business. Understand your customers. Always be friendly, be polite, and helpful. Let your smile be part of your service.”

The next time you visit Fairway Café at NSRCC Kranji, be sure to say hello to Apple Lee. You’ll be met with more than just service—you’ll be greeted with heart.