Shi Ya Amanda Ng
Singapore
Summary
Smoothly oversee front office operation with strong leadership and team management abilities focused on delivering unparalleled support to staff and customers. Collaborate with team members to direct efficient operations based on trust and open communication. Performance-oriented and well-organized manager with in-depth understanding of financial and operational processes.
Overview
10
10
years of professional experience
Work History
Assistant Front Office Manager
Pullman Singapore Hill Street
06.2023 - Current
- Conduct interviews
- Conduct staff performance assessment process
- Develop a work team
- Facilitate innovation and lead team leaders to implement change
- Foster initiative and enterprise in teams
- Foster team adaptability
- Implement service recovery framework
- Lead team leaders to develop business strategies and governance management
- Lead workplace communication and engagement
- Manage and review systems and processes
- Manage crisis situations
- Manage customer acquisition and retention programs
- Manage front office operations
- Manage loss prevention
- Manage relationship with customers
- Manage workplace challenges with resilience
- Monitor and reward performance in a team to support achievement of results
- Provide information for management to make decisions
- Solve problems and make decisions at managerial level.
Reception Manager
Fairmont Singapore
12.2022 - 06.2023
- To supervise the professional greeting of guests and visitors, to the highest standards
- Leading, monitoring, motivating and inspiring the team; providing guidance and support
- On-going development of skills and knowledge for the FOH team
- Review of existing standards and procedures while implementing new best practices to ensure a seamless delivery of Front of House Services
- Monitor budget and produce weekly/monthly reporting where applicable
- Produce, manage and operate the reception rotation, checking future planned absences, planning cover and ensuring overtime is provided when necessary.
Senior Duty Manager/ Duty Manager
Fairmont Singapore
05.2020 - 12.2022
- Handling guests complaints and resolving them to exceed their expectations
- Respond to hotel emergencies and crisis in a calm and composed manner
- Mentor and train new colleagues for them to fit into the work environment seamlessly
- Stay Home Notice Manager In Charge who handles all the liaison with the different departments, external authorities and PSHN relations
- Handled SHN audits during weekly SDAs checks
- Assists in Administrative duties of the department in terms of inventory ordering, leave applications and cleanliness of the back office.
Assistant Manager
Fairmont Singapore
12.2019 - 05.2020
- Does inventory checks and control for the department
- Exercised flexibility when being seconded to an external company during Covid-19 pandemic
- Trained in Housekeeping Department for a month to understand operations and the groundwork of the team
- Constant cross exposure to Reservations department and continuously assist as a part timer when help is needed.
Guest Relations Executive
Fairmont Singapore
06.2018 - 12.2019
- Served as main point of contact for VIP guests and kept hotel departments briefed on individual requirements
- Worked closely with high profile guests with degree of respect of privacy (in-charge of ASEAN Inter-Parliamentary Assembly, F1, HSBC Women’s Golf Championship & Juventus)
- Coordinated with SATS for airline tech & cabin crews for their accommodation and flight delays (Qantas, Air France, Finnair & Emirates)
- Able to handle high volume of pressure when doing coordination of big groups.
Guest Relations Officer
Fairmont Singapore
12.2016 - 06.2018
- Provided above-and-beyond service, including making outside venue reservations and setting up tours
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism
- Received numerous guest compliments which in turn increases customer loyalty towards the hotel
- Cross exposure to other Rooms Departments – Concierge, Bell Service, Lounge and Reservations to put the knowledge to good use during ROTY
- Assist with Lounge Operations during busy meal periods.
Guest Relations Assistant
Fairmont Singapore
09.2015 - 12.2016
- Well versed in Reception duties which includes cashiering, making reservations and delighting guests
- Handles night shift operations smoothly.
Front Office Executive
Changi Cove
04.2014 - 08.2015
- Responsible for ensuring the shift goes well
- Cashiering duties, answering phone calls (Inquiries/reservations).
Education
Diploma in Hospitality and Tourism -
Kaplan Murdoch University
Skills
- Good communications skills
- Inventory management
- Proficient in Microsoft Office
- Customer service
- Expense Tracking
- Operations Management
- Reservation handling
- Emergency response readiness
- Decision-making abilities
- Front desk operations
Accomplishments
- EXSA GOLD 2016
- Receptionist of the Year Finalist 2016 (ROTY)
- Star of the Month 2017 (December)
- EXSA STAR 2018
- EXSA GOLD 2019
- EXSA STAR 2020
- EXSA STAR 2021
Coursework
- Prepare & Conduct Coaching
- Train the Trainer Program by ITE
- Provide Front Office services & reservations services
- ASCOTT
- Apply upselling & suggestive selling techniques & promote tourism
- Service guestrooms/ Service apartments & Handle guests concerns & feedbacks
- WSQ Service Excellence
- Facilitate effective communication and engagement at the workplace
- SHATEC
- IBM Skillsfuture for Digital workplace
- IBM
References
- Chezza Pena, Front Office Manager, Fairmont Singapore, +65 9652 4227
- Joan Seng, Front Office Manager, Shangri-La Singapore, +65 9763 1247
Movies
Anything that is exciting, thrilling and problem-solving.
Timeline
Assistant Front Office Manager
Pullman Singapore Hill Street
06.2023 - Current
Reception Manager
Fairmont Singapore
12.2022 - 06.2023
Senior Duty Manager/ Duty Manager
Fairmont Singapore
05.2020 - 12.2022
Assistant Manager
Fairmont Singapore
12.2019 - 05.2020
Guest Relations Executive
Fairmont Singapore
06.2018 - 12.2019
Guest Relations Officer
Fairmont Singapore
12.2016 - 06.2018
Guest Relations Assistant
Fairmont Singapore
09.2015 - 12.2016
Front Office Executive
Changi Cove
04.2014 - 08.2015
Diploma in Hospitality and Tourism -
Kaplan Murdoch University
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