“It was the best of times, it was the worst of times”, a line from Charles Dickens describes some of the daily encounters of Causeway Point’s and Waterway Point’s Security teams. No matter the plight of mall patrons, the Frasers Centrepoint Singapore team strives to go the extra mile to keep customers happy.
In praise of Causeway Points’ humble heroes, Zainal (left) and Bala (right).
Teamwork of a second nature at Causeway Point
Just like any other night, the security officers at Causeway Point were changing shifts when an anxious mall patron approached the Security office for assistance. The distraught young lady had dropped her mobile phone into a drain as she alighted from a cab at the taxi stand.
Causeway Point’s Safety and Security Officers, Balakrishnan (Bala) and Mohammed Sharif Bin Abdullah, swung into action to assist the patron. Upon assessing the scene and situation, they decided to call Causeway Point’s Mechanical & Engineering (M&E) who had the appropriate tools for assistance. Peng Keng Seng and Mohamad Zainal Bin Abas, with the mall’s M&E team, who were about to end their day, came to help.
A close-up of the drain which swallowed the phone.
After attempting to use a stick and net to reach the phone, they found the drain too deep and it was difficult to pull the phone through the small gaps of the drain cover.
After another brainstorm, Zainal suggested retrieving the phone by personally entering the gutters through another drain grating about 50 metres away.
“I knew that the other drain cover in the same area could be opened because the M&E team uses it to access the drains when we conduct yearly maintenance,” Zainal shared.
While Peng and Sharif held the heavy drain covers open, Zainal jumped into the chest-deep drain and Bala followed suit while illuminating the dark tunnel-like drain with a torch.
“We made loud noises as we entered the drain as we did not know if there were snakes or other things that could be hiding in there,” Bala recounted. In less than five minutes, both men reappeared with broad smiles and muddied shirts and the phone, which they returned to its grateful owner, Jaslyn. In Jaslyn’s email thank-you note to the team, she described the four Frasers Centrepoint Singapore staff as “quick-witted, resourceful and displayed great team work.” She was impressed by “their display of professionalism and dedication” in retrieving her phone in less than half an hour and was thankful for their help as the device contained photos of her honeymoon trip and priceless memories which would have otherwise been lost.
Both Bala and Zainal who recounted the incident to the Frasers Insider team, highlighted that teamwork is important when getting things done efficiently, and for sustaining good relations with co-workers.
Surprised when being informed about Jaslyn’s kind and positive feedback, they said, “When we help customers who are in need, we do not expect anything in return.”
Stories like these occur almost daily. Recently Bala, as well as a staff from the Causeway Point’s Cathay Cineplex, helped to return a staff pass found in one of the movie theatre halls to a cinema patron. The patron had called the Security office to inform them of his lost staff pass. Without hesitation, Bala sprang into action and after enquiring, the staff at the cinema found the staff pass. The patron also wrote in a letter of praise for the help Bala rendered.
Causeway Point’s Security and M&E teams were rewarded for their deeds by the Frasers Centrepoint Malls management, which takes pride in having such passionate and committed employees.
Zainal, has been based at Causeway Point for six years, while Bala for nine. With all their years working at the mall, both have come to treat their place of work as a “second home” and one another as a “second family”. Their working experience and positive attitude have only made them better at their jobs as they both are ever ready to help.
Meanwhile at Waterway Point…
Mohamed Noor Bin Saleh, Chief Safety and Security Officer at Waterway Point, one of Singapore’s largest flagship waterfront destinations, shares with us about beginning a new chapter of his 30-year career in the security industry.
“Waterway Point is a big suburban mall so we have quite a huge area to patrol. Our team comprises an in-house as well as an outsourced team, but we all work together as one. Both the day shift and night shift will always exchange notes with each other so we have a seamless takeover. To be successful, it is important that we work as a team, to trust and depend on each other. On the job, while patrolling the malls, we constantly back each other up,” says Mohamed Noor.
What has your journey been like at Frasers Centrepoint Singapore?
My journey began in September 2015 as a Chief Safety and Security Officer at Waterway Point. I assist to oversee the safety and security of shoppers, tenants and staff.
When I joined, the mall was still under construction and I was assigned to work with Abdul Rahman Bin Anuwar, Senior Building Executive, at that time. He generously shared his Mechanical and Engineering (M&E) expertise, which was all new to me then and I learnt many new things. For example, one of our tasks was inspecting bare tenant units and ensuring that fittings such as sprinklers were installed adequately.
The fitting-out of units in November 2015 was one of the busiest times for the security team. Each day, there were almost 1,000 contractors who needed authorised site access. As part of security measures, we issued passes to these workers, most of whom were foreigners and we made sure they had legal documentation before allowing them access. To further ensure workers observed all safety regulations such as keeping their safety helmets and boots on to avoid potential injuries or accidents, we regularly patrolled the units.
Also with the many vehicles coming to and from the loading bay daily, delivering sand and cement to the units, we had to act as traffic marshals to help diffuse the road congestion. It was an intense and stressful phase but we overcame challenges by working as a team to come up with effective solutions.
What was your experience during the mall opening?
When the building was completed, it was such a beautiful transformation and seeing it evolve from what it was, to what it is today, will forever be etched in my memory. It’s more meaningful as I feel I was a part of it.
The team again got busy during the mall’s soft opening in January 2016 and for its official opening in April 2016. We were assigned special tasks, for instance standing-by when certain VIPs visit the mall. We remain extra vigilant and set up safety features like barricades where required.
What are some unique personal observations at Waterway Point?
While patrolling outside the mall, I have realised there is an increasing number of students from nearby schools choosing this area, where the mall sits near the river, as part of their running route. They will either run by or make the mall their stop to rest and recharge. The waterfront scenery is just too beautiful to resist.
What is different at Waterway Point compared to your past experiences in other developments?
I was a security officer with a reputable provider of security services for 20 years and was also attached to a well-known leisure and entertainment property for about 10 years. Regardless of which developments, I’ve learnt it is a matter of adapting the same mechanics and criteria for managing security risks to different environments. Being vigilant is still a priority.
What is your take on upgrading your skills and training?
I am all for it. In fact, I am currently waiting for approval to start on a Diploma in Security Management. I also encourage those in my team to go for training and upgrade their skills so that we are better equipped for our role.
Frasers Centrepoint Singapore prides itself with nurturing dedicated and committed staff through training and learning on-the-job. Both Safety and Security teams, one in a more established mall at Causeway Point and the other, relatively new at Waterway Point, have come to experience different journeys with Frasers Centrepoint Singapore.
And when it comes to spontaneity and going the extra mile, customer satisfaction is the best reward
For more information on our malls, visit www.FrasersCentrepointMalls.com.