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Summary


A self-motivated individual with a positive approach, as well as the ability to lead and motivate others whilst delivering effective business results. Ability to implement and maintain the highest standards of hotel service, and deliver an unforgettable guest   experience. Possessing superb commercial acumen and capacity to grow revenues and maximize the financial performance of the Front Office department.



Work experience

Grand Copthorne Waterfront Hotel Millennium & Copthorne Group , 5* star - 574 rooms

Oct 2016 Present 

Transferred as Front Office Manager - currently Heading the Reservations Department 

Ensure costumer service is delivered seamlessly according to standard procedures.

Ensure action plans are in place to maintain and improve guests’ satisfaction and overall experience

Ensure effective coordination and communication with operational and financial related departments

Ensure departmental budget is met on monthly basis

Ensure training calendar is organised monthly to enforce Standard Operation Procedures

Monitor the appearance, standards and performance of Team Members

Prepare and attend revenue and P&L meetings

Ensure monthly strategies are in place to create an impactful experience to both internal and external customers and ensure differentiation from the competition.

 

Orchard hotel Singapore Millennium & Copthorne Group , 5* star - 656 rooms

May 2014Present

ASSISTANT FRONT OFFICE MANAGER

Ensuring Operations duties are completed smoothly in adherence to Policies and Procedures Participating actively in the management of the department controlling expenses  budget.

Delivering excellent customer service throughout the customer experience and training the employees with the same objective

Organising Duty Managers Working schedule

Coordinating VIPs guests arrivals with Guests' Relations and Housekeeping Team

Replacing effectively  the Front Office Manager in his absence and attending Rooms Division,  Revenue and Profits and Lost Meetings

Ensuring training calendar is organised monthly to enforce Standard Operation Procedures

Monitoring the appearance, standards and performance of Team Members

Using all available on the job training tools for employees; supervises on-going training and redesign the if needed.

Working  on improvement of  guests' and employees' satisfaction through implementation of various processes

Organizing department feedback sessions and creating action plans to address improvements

Orchard hotel Singapore Millennium & Copthorne Group , 5* star - 656 rooms

Nov 20102014

SENIOR DUTY / NIGHT MANAGER

Coordinating all Front Office Activities to ensure an optimum level of guest service and to Maximise hotel profits.

Ensuring correct staffing levels during peak and low occupancies.

Supervising the operations of the Front Office, Concierge, Guest Relations, and Bell Service departments.

Initiating effective service recovery, according to the Standard Operating Procedure.

Assisting the Front Office Manager with daily sell strategy as well as in daily operations Monitoring the appearance, standards and performance of Team Members with an emphasis on training.

Park Plaza Victoria London 4-star deluxe hotel, 299 rooms

Jul 2008Oct 2010

SHIFT LEADER

Supervising Front Desk operations during the shifts to a consistently high standard

Ensuring the team has an up to date knowledge of hotel products, services and pricing along with any special promotional offers

Advising the Front Office team of any special events or VIP guests in the hotel on a daily basis

Monitoring the appearance, standards and performance of Team Members with an emphasis on training and team work Maximize Sales revenues through up selling(higher room categories, walk in guests)

Dealing with guests' queries and any complaints in a prompt and efficient manner

Maintaining the professional appearance of the Front Desk with a focus on service standards.

Croydon Park Hotel London 4-star hotel, 211 rooms

Oct 2007Jun 2008

FRONT OFFICE EXECUTIVE

Welcome and check in of guests, including processing

Be seen as a main point of contact for guests

Helps encourage customer loyalty by developing friendly, personalised relationships,

Anticipates guests' needs and takes them into consideration

Handles any guest complaints and  provides effective solutions

Disneyland Resort -Paris France

Sep 2004Aug 2007

ASSISTANT HUMAN RESOURCES - SENIOR MANAGER ( Apprenticeship)

Assisting the Human Resources Senior Manager 

Participating in the renewal of the development training support intended for the executives of the company  (use of Word, Excel, Power Point)

Preparing meetings with the human resources executives on social subjects     

Creating and redesigning jobs descriptions to re-centre the diverse corporate bodies

Education

Glion Institute of Higher Education

20142016

M.B.A - International Hospitality Management

UTEC

20062007

B.Sc. Hospitality management


Reference

           Mr. Sébastien Mariette

           Position: General Manager - Kempinski Hotel Ishtar – Jordan                                  

          @: [email protected]

           Mr. Souffian Zaeraoui

    • Position: Hotel Director – Accor United Arab Emirates (Dubai)

      @: [email protected]

      Mr. Sayed Haggag

      Position: Director of Talent Acquisition – Marriott International, Inc. (Dubai)

      @: [email protected]

      Ms. Chew Sau Mai

      Position: Director of Revenue – Orchard Hotel Singapore.

      HP: 9851 9638

      Mr. Terence Ng

      Position: Director of Rooms – Pan Pacific Singapore.

      HP: 9638 2246

      Mr. Richard Ong

      Position: General Manager – Orchard Hotel Singapore.

      @: [email protected]