Best Practices

SAFRA MOUNT FABER CLUB

Overview

SAFRA was formed in 1972 with the objective of helping the Singapore Armed Forces build morale and camaraderie amongst NSmen to foster a cohesive fighting force. Since then, SAFRA has grown into a prominent organisation with a network of clubs to provide quality social, recreational, sports and educational facilities for NSmen and their families.  SAFRA Mount Faber is one of the current five clubs and positions itself as an entertainment hub, which caters to young NS men and their families.

Strategy

Mission

To position itself as a Pro-Family Business, SAFRA Mount Faber aims to be a one-stop leisure and entertainment hub targeted at National Servicemen and their family members and friends.

Product & Service Mix

To cater to the different needs of various family members, SAFRA Mount Faber has a wide variety of entertainment options that they can choose from.  For the family who can’t get enough action and entertainment, Mount Faber’s leisure options are opened way beyond midnight during the week.  The pool and billiards room, bowling alley and mahjong rooms are opened till late daily.

Marketing & Promotions

To offer attractive deals for families, the club’s banquet and leisure tenants such as Citispa, The Dance Floor and Pioneer Spring Restaurant have regular promotions and special offers.

The club also organises regular events for families that include school holiday travel tours, local educational tours, Father’s day celebration, bazaar and holiday programmes.

Service

Service Attitude

To make families feel welcomed at SAFRA Mount Faber, frontline staff are trained in a standard greeting for walk-in customers and phone enquiries. They undergo Service Quality training on customer relationship skills. Staff are empowered to manage customer satisfaction such as on service recovery cases and encouraged to provide feedback and suggestions on improving the Club’s products and service offerings.

Nurturing service care

To nurture service care, the club organizes monthly surprise programmes such as music performances, clown and stilt-walker appearances and balloon sculpting, to entertain family members.

Safety first

To provide a safe environment for families, the club’s staff are briefed and given guidelines on handling of lost children and minor injuries. Security staff and staff identified as life savers are trained on standard first aid certification and casualty evacuation.