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While members and visitors enjoy the many offerings at the clubhouse and resort, Ismail Salleh, security
manager works round the clock together with his security team to provide a sense of comfort and reassurance
for everyone. They go beyond the call of duty to take on other roles such as catching snakes, monkeys and
destroying bee hives. The security team is also an expert in traffic control and stopping runaway maids.
Human resource and administration manager, Muthu Muniyandy, sees to it that the working conditions of the
staff is above par and that harmony prevails amongst the various nationalities of locals, Indonesians,
Bangladeshi, Myanmars and Filipinos, many of whom are housed at the staff’s hostel provided by Tropicana.
Behind every successful team, the ladies brigade is represented by Chong Sook Yeen and Vivian Ho. Chong
handles the accounting tasks while Ho runs the membership section. Together they perform the administrative
duties and ensure all members’ accounts are well kept.
In addition, Tan points out the many unsung heroes whose works are not seen by many. They are those who
handle many difficult jobs like rubbish collection, dish washing, moving furniture, general maintenance and
other nitty-gritty work at the clubhouse and resort areas. A special mention must be made to thank them (even
if their work goes often unnoticed).
“My colleagues are my partners,” says Tan. “They are the very foundation of our successful service oriented
award-winning Clubhouse” which is the most active in the Klang Valley bustling with golfers, weddings and
corporate functions. For instance, Ismail, Muthu, Zamli, Ezani and Chong, our homegrown talent rising from the
rank to become the head of their respective department, within the last ten years.
Smooth-sailing as it may seem, Tan admits that it is no easy task to maintain a consistently high-standard
service for both members and residents.
Tan says, “You constantly need to keep abreast of the most current developments in the resort-hospitality
industry (home and abroad), because our members are well-learned and well-travelled. As they become more
sophisticated and discerning, we have to constantly raise the bar in our service delivery, style and clubhouse
offerings. Not forgetting the members’ children who have different needs and expectations.”
Having spent twenty five years in the hospitality industry, we asked him what motivates him and keeps him
going. He smiles, “It’s simply the feel-good factor. When you overcome challenges tirelessly, and meet target
and when you have guests and member’s guests returning frequently to enjoy the facilities and the staff of
Tropicana enjoying what they do best, that’s simply rewarding and satisfying.” He also adds, “Service,
sacrifice and self control, and to render more and better service than what we are paid for or
expected of”, is a good guiding principle.
Herman and his team would like to thank the Management, in particular, Tan Sri Dato’ Danny Tan, Group Chief
Executive Officer and founder of Tropicana as well as the Directors for their continued support, belief and
confidence in the operations team.
Tan Sri Dato’ Danny and the Board of Directors are also a source of inspiration, as evident from their passion
in charting the course for the Resort, thereby elevating the Resort to be among the top in the country. They have
given invaluable advice and a good listening ear to help the team to achieve the Company’s objectives.
Herman also conveys his appreciation to the members, residents and guests who play a big part with their
compliments, constructive comments and suggestions which help us move to a higher standard of service and
product for our mutual benefit. We encourage our members to comment on anything. A sms service will be
launched soon, a more convenient way for members to contact us directly. These messages will be forwarded
to the General Manager’s office for further action.
As a parting message to all his staff at Tropicana Golf & Country Resort, Tan would like to thank them for their
continued enthusiasm and diligence in striving for the very best customer experience for all its members and
guest.
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