Alice Lok
Summary
A skilled operations professional with expertise in team management, vendor relations, and client services. Proven ability to enhance communication within teams and leadership, ensuring deadlines are met and policies are followed. Experienced in managing budgets, overseeing staff schedules, and addressing customer concerns to improve satisfaction. Strong track record in fostering positive vendor partnerships, improving service quality, and supporting contract renewals. Known for driving accountability, improving operational efficiency, and maintaining high standards of cleanliness and facility management.
Overview
10
10
years of professional experience
Work History
Operations Manager
Evolve Mixed Martial Arts
04.2024 - Current
- Operations Management: Expertise in overseeing daily operations, ensuring efficient workflows, and maintaining budgetary constraints while managing resources effectively.
- Team Leadership: Skilled in supervising staff, scheduling shifts based on needs, and fostering a culture of accountability and performance excellence.
- Vendor & Contract Management: Experienced in building and maintaining relationships with vendors to secure better pricing, improve service quality, and negotiate favorable terms.
- Client Relations & Customer Service: Adept at addressing client concerns, resolving membership issues, and maintaining high levels of customer satisfaction through clear communication and prompt action.
- Budget & Financial Oversight: Strong ability to manage budgets, monitor financial discrepancies, and ensure operations remain within allocated financial resources.
- Problem Solving & Conflict Resolution: Capable of addressing operational challenges, including inventory discrepancies and client complaints, ensuring efficient resolutions and client retention.
- Event Coordination & Facility Management: Skilled in coordinating events and maintaining facility cleanliness and operational standards.
- Collaboration & Stakeholder Engagement: Proven ability to work with external partners, such as schools and vendors, to achieve organizational goals and improve service outcomes.
Senior Operation Executive
Evolve Mixed Martial Arts
07.2023 - 03.2024
- Financial Management: Coordinated with accounts to ensure financial transparency and accurate billing.
- Client Relationship Management: Built and maintained strong client relationships through effective issue resolution and clear communication.
- Inventory & Sales Management: Managed retail inventory, ensuring product availability and optimizing sales trends.
- Client Engagement & Retention: Re-engaged inactive clients with tailored solutions to increase engagement.
- Operational Oversight: Oversaw daily operations, including scheduling, attendance, document management, and client support.
- Reputation Management: Actively encouraged customer reviews to enhance brand reputation.
- Recognition: Awarded for outstanding performance and alignment with company values ("Kenny Brooks - Be Like Nick").
Chief Happiness Executive
Evolve Mixed Martial Arts
04.2021 - 06.2023
- Customer Service Excellence: Led initiatives to improve customer experience and foster positive environments, resolving complaints with empathy to boost loyalty and satisfaction.
- Process Improvement: Identified bottlenecks and streamlined processes to enhance efficiency and reduce delays.
- Issue Resolution: Investigated and resolved accounting, service, and delivery concerns, ensuring timely and effective solutions.
- Client Relationship Management: Developed empathetic client relationships, consistently exceeding service standard goals and enhancing customer retention.
- Performance & Productivity: Consistently exceeded performance metrics, recognized as a top performer by anticipating client needs and providing exceptional support.
- Communication & Education: Educated clients on policies, procedures, and billing, while improving communication channels and response times.
- Adaptability & Teamwork: Thrived in both independent and team settings, adapting quickly to new situations and challenges with professionalism and high energy.
Guest Service Executive
Village Hotel Bugis
05.2018 - 04.2021
- Customer Service & Client Relations: Managed the hotel’s club lounge, providing exceptional service to corporate and leisure clients, ensuring high satisfaction during key service hours.
- Front Office & Administrative Support: Trained in front office duties, including handling emails, inquiries, bookings, and reception tasks, ensuring smooth administrative operations.
- Cross-Departmental Experience: Gained valuable experience in housekeeping and concierge services through cross-department training, enhancing versatility and operational knowledge.
- Recognition & Professional Achievement: Represented the company nationally as a nominee for the 2018 Alcatel-Lucent Challenge Trophy Hotel Receptionist of the Year (ROTY), highlighting outstanding performance and service excellence.
Hotel Operations Specialists Team (H.O.S.T)
Park Hotel Clarke Quay
04.2015 - 09.2016
- Multi-Departmental Operations: Gained extensive experience managing operations across housekeeping, food & beverage, and front office departments, ensuring smooth service delivery and cross-departmental collaboration.
- System Management: Proficient in using OPERA and TRITON systems to manage room assignments, guest accounts, and billing, ensuring accurate and efficient operations.
- Leadership & Supervision: Developed supervisory skills by overseeing F&B operations, managing event functions, and ensuring seamless execution of seminars and other events.
- Customer Service & Complaint Resolution: Excelled in handling customer service inquiries and complaints, maintaining a high standard of satisfaction through effective problem-solving and communication.
- Achievements : Recipient of the Park Ambassador Award six times, including otwo prestigious Diamond awards. The Park Ambassador Award is earned based on the quantity and quality of guest comment cards, highlighting staff members who have significantly contributed to guest satisfaction through exceptional service. The award levels range from Sapphire to Diamond, with Diamond signifying the highest level of achievement.
Education
Bachelor of Hospitality/Tourism/Hotel Management - Hospitality And Tourism Management
Northumbria University
Singapore, Null, Singapore01-2018
High School Diploma - Diploma of Mass Communications
Republic Polytechnic
Singapore01-2015
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
Timeline
Operations Manager
Evolve Mixed Martial Arts
04.2024 - Current
Senior Operation Executive
Evolve Mixed Martial Arts
07.2023 - 03.2024
Chief Happiness Executive
Evolve Mixed Martial Arts
04.2021 - 06.2023
Guest Service Executive
Village Hotel Bugis
05.2018 - 04.2021
Hotel Operations Specialists Team (H.O.S.T)
Park Hotel Clarke Quay
04.2015 - 09.2016
Bachelor of Hospitality/Tourism/Hotel Management - Hospitality And Tourism Management
Northumbria University
High School Diploma - Diploma of Mass Communications
Republic Polytechnic
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