Amy Wan
Director Of Operations
Singapore
Summary
DIVERSE INTERNATIONAL HOTEL MANAGEMENT EXPERIENCE
Director of Operations with proven work performance in Hilton Worldwide. Held diverse managerial roles during the past 12 years resulting in rapid advancement to become one of the youngest Directors of Operations. Opened new hotels across different cities, attuned to both resort and business hotel needs, and have worked in all hotel departments. Led teams to achieve profitable hotel operations with high guest satisfaction and made strategic decisions on policy, quality and service standards and personnel issues. Distinguished myself as a creative thinker, people person, and a very resilient and motivational hotel leader. Enjoy travelling and exploring lesser known places off the beaten track, especially those with historical or cultural significance.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Director of Operations
Conrad Hangzhou
, China
07.2019 - 12.2021
- LED THE OPERATIONS TEAM IN THIS 324-ROOM LUXURY HOTEL IN THE HEART OF HANGZHOU'S CBD AREA
- HIGH PERFORMING HOTEL MEETING ALL KPIS IN 2019, ITS FIRST YEAR OF OPERATIONS
- HOTEL OPENED ON 8 MAR 2019
- BRISK BUSINESS WITH ROOMS AND F&B REVENUE PERFORMING WELL COMPARED TO CLOSEST COMPETITORS AND GOP EXCEEDING BUDGET FOR 2020 DESPITE COVID-19 IMPACT.
- COMPLETED HILTON SHINE GM DEVELOPMENT CENTRE SEPT 2020 - MAY 2021
- RESTAURANT LI AN ACHIEVED A BLACK PEARL AWARD (CHINA’S EQUIVALENT OF MICHELIN), ONE OF ONLY 3 HILTONS IN CHINA WITH RESTAURANTS WITH THIS DISTINCTION
- THIS WAS ACHIEVED BY MAINTAINING HIGH FOOD QUALITY, SERVICE STANDARDS AND CUSTOMER SATISFACTION THROUGH FREQUENT FOOD TASTINGS, STRINGENT FOOD SAFETY CHECKS, ATTENTION TO DETAILS SUCH AS TABLE SETUP, AC TEMP, RESTAURANT SCENT, UNIQUE FLOWER SETUPS THAT BECAME TALKING POINTS, PERSONALIZED SERVICE
- LOBBY LOUNGE AFT TEA FIRMLY ESTABLISHED AS ONE OF THE MOST "INSTAGRAMMABLE" AFT TEAS IN HANGZHOU
- SPEARHEADED F&B PROJECT TO CONVERT ADD BUFFET LUNCH & DINNER TO LOCAL A LA CARTE DINING POST-COVID. THIS BECAME A CHINA REGION BEST PRACTICE FOR OTHER HILTONS TO FOLLOW
- HOSTED HILTON'S MASTER CHEF MEDIA ROADSHOW FOR CENTRAL CHINA 2020 & 2021 TO FEATURE KEY HILTON F&B
- REINVENTED THE EXECUTIVE LOUNGE AS A LIFESTYLE SPACE ALSO OPEN TO PAYING CUSTOMERS AND WITH A FRESH NEW LOOK THAT APPEALED TO THE YOUNG "INSTAGRAM" LOCAL MARKET
- DEVELOPED GOOD HOTEL CULTURE AND IMPROVED TEAMWORK AND TEAM MORALE
- ADDRESSED RECURRENT PROBLEM OF MANPOWER SHORTAGE BY ESTABLISHING A SPIRIT OF INTER-DEPARTMENTAL HELP WHICH WAS SORELY LACKING BEFORE
- PIONEER GROUP OF HOTELS TO IMPLEMENT AN ONLINE MESSAGING SYSTEM BETWEEN GUESTS AND HOTEL OPERATOR TEAM
- EXPLORED NEW IDEAS TO IMPROVE HOTEL OPS SUCH AS THE USE OF ROBOTS IN BOH AREAS FOR TRANSPORTING LINEN AND GARBAGE, BUILDING AN ELECTRONIC INVENTORY FOR STEWARDING AND HOUSEKEEPING, USING COMPUTER ROBOTS TO MAKE F&B ORDERING FASTER, ETC
- MANAGING REVENUE TARGETS: MONITORED HOTEL OPERATIONS REVENUE PERFORMANCE AGAINST BUDGET, MANAGED FORECASTS
- REVIEWED REPORTS AND FINANCIAL STATEMENTS TO DETERMINE HOTEL OPERATIONS PERFORMANCE AGAINST BUDGET
- COACHED AND SUPPORTED OPERATIONS TEAM TO EFFECTIVELY MANAGE OCCUPANCY & RATE, WAGES AND CONTROLLABLE EXPENSES
- FIRE LIFE SAFETY STANDARDS: APPLIED RIGOROUS REQUIREMENTS AND STANDARDS TO ENSURE THE SAFETY OF ALL GUESTS AND STAFF
- ESTABLISHED EMERGENCY PROCEDURES AND MAINTAINED A RELIABLE FIRE SAFETY AND SECURITY SYSTEM
- CRISIS-HANDLING AND CONTINGENCY PLANNING IN THE FACE OF THE COVID-19 OUTBREAK AND CHINA LOCKDOWN MEASURES IN Q1/Q2 2020
- QUALITY AUDIT AND FOOD SAFETY AUDIT: ENSURED REGULAR TRAINING AND MAINTENANCE TO MAXIMISE ADHERENCE TO HILTON BRAND STANDARDS FOR HARDWARE AND SOFTWARE ACHIEVING OUTSTANDING SCORES
- IMPLEMENTED NEW TECHNOLOGY SOLUTIONS TO AUTOMATE PROCESSES AND REDUCE ROOM FOR HUMAN ERROR TO IMPROVE FOOD SAFETY.
- TASKFORCE DO (2 MONTHS) FOR LUXURY PRE-OPENING AT WALDORF ASTORIA XIAMEN, HILTON'S 300TH HOTEL IN THE CHINA REGION WITH 245 ROOMS AND WORLD-CLASS DINING OPTIONS AT THEIR 2 RESTAURANTS, LOBBY LOUNGE AND BAR
Director of Operations
DoubleTree by Hilton Chengdu
Longquanyi, China, China
05.2016 - 07.2019
- IN CHARGE OF ALL OPERATIONS DEPARTMENTS INCLUDING F&B, KITCHEN, FRONT OFFICE, HOUSEKEEPING, RECREATION, SECURITY AND ENGINEERING
- 394-ROOM HOTEL INCLUDING 48 APARTMENTS, 1530M2 OF MEETING SPACE, 3 RESTAURANTS AND LOBBY LOUNGE
- DEPUTIZE IN ABSENCE OF GENERAL MANAGER
- PRE-OPENING HOTEL PHASE: IN CHARGE OF HANDOVER OF PREMISES FROM OWNER AND INSPECTION OF ENGINEERING DEFECTS, PRE-OPENING PURCHASING, HIRING AND TRAINING OF OPERATIONS TEAM
- RESPONSIBLE FOR DEVELOPMENT OF F&B CONCEPTS INCLUDING ALL ASPECTS OF MENUS, UNIFORMS, DéCOR, USP
- HOTEL OPENED ON 31 DEC 2017
- LED OPERATIONS TEAM TO SCORE SOLID GREEN ZONE QA RESULT OF 96.2 IN THE FIRST INSPECTION, EXCEEDED SALT AND HH ENROLMENT TARGETS, AND EXCELLENT SCORES FOR FIRE LIFE SAFETY AUDIT, ENGINEERING AUDIT AND FOOD SAFETY AUDIT IN FIRST YEAR OF HOTEL OPERATIONS
- PIONEER HOTEL IN CHINA TO ROLL OUT HILTON’S NEW DIGITAL KEY SYSTEM
- INITIATED AND EXECUTED FIRST OF ITS KIND 3-MONTH POP UP PARTNERSHIP WITH POPULAR LOCAL HOTPOT RESTAURANT “MA LA KONG JIAN” SO HOTEL GUESTS COULD EXPERIENCE CHENGDU SPECIALTY HOTPOT FROM THE COMFORT OF THE HOTEL WITH 5-STAR SERVICE AND ENVIRONMENT
- PERSONALLY DESIGNED FROM SCRATCH A HOTEL MASCOT WITH ACCOMPANYING STORY. THIS MASCOT ALSO BECAME HEAVILY USED IN HOTEL MARKETING AS IT GAVE AN ENDEARING IDENTITY
- BUILT UP OPS HOD TEAM SPIRIT AND COHESION THROUGH VARIOUS BONDING EVENTS SUCH AS POTLUCK (MANY LOVE COOKING OR EATING!) AND TEAM GAMES TO GET TO KNOW EACH OTHER BETTER IN OTHER WAYS BESIDES WORK, WEEKLY THRIVE ACTIVITY WHERE HODS TOOK TURNS TO ROLL A DICE WITH DIFFERENT THEMES (MIND/ BODY/ SOUL/ ETC) IN MORNING MEETING TO USE JUST 5 MINUTES TO TEACH SOMETHING NEW (EG. A QUICK IPHONE HACK, A LESSER KNOWN WECHAT FEATURE, A GOOD DESK EXERCISE, A HOME ORGANISATION TIP, ETC)
- ESTABLISHED SLIGHTLY LESS CONVENTIONAL FIRE EVACUATION SOP THAT DID NOT JUST DEPEND ON HSKP TEAM FOR GUESTROOM EVACUATION
- WALDORF ASTORIA CHENGDU TASKFORCE DO FOR 2 WEEKS WHILE THEIR GM WAS ON LEAVE.
Operations Manager
Hilton Yuxi Fuxian Lake
Yunnan, China, China
02.2015 - 03.2016
- 346 LUXURIOUS GUESTROOMS WITH STUNNING VIEWS, 3 RESTAURANTS, 1 BAR, 1 LOUNGE
- IN CHARGE OF ALL OPERATIONS DEPARTMENTS INCLUDING F&B, KITCHEN, FRONT OFFICE, HOUSEKEEPING, RECREATION, SECURITY AND ENGINEERING
- PRE-OPENING HOTEL PHASE: SPEARHEADED THE HANDOVER OF PREMISES FROM OWNER AND INSPECTION OF ENGINEERING DEFECTS, PRE-OPENING PURCHASING, HIRING AND TRAINING OF OPERATIONS TEAM
- RESPONSIBLE FOR DESIGN OF ROOM SETUP AND DEVELOPMENT OF F&B CONCEPTS INCLUDING ALL ASPECTS OF MENUS, UNIFORMS, DéCOR, SELLING POINTS
- HOTEL OPENED ON 28 MAY 2015
- ACHIEVED HIGHEST BUSINESS RESULTS FOR AN OPENING HOTEL AMONGST ALL HILTON HOTELS IN THE GREATER CHINA & MONGOLIA REGION FOR 2015
- EBITDA, GOP, REVPAR ALL EXCEEDED TARGETS
- F&B KEY EVENTS: HOTEL OPENING CEREMONY, HALLOWEEN PARTY IN THE BAR, LOCAL YUNNAN FIRE FEST AND OUTDOOR BBQ, ORGANISED A SOLD-OUT CHRISTMAS PARTY IN THE ABSENCE OF DIR OF F&B
- GUEST SATISFACTION: ACHIEVED A HIGH 2015 GUEST SATISFACTION SCORE EXCEEDING TARGETS
- REVIEWED GUEST FEEDBACK WITH TEAM TO MAKE THE NECESSARY CORRECTIONS AND IMPROVEMENTS
- INSPIRED TEAM TO COME UP WITH CREATIVE IDEAS AND GO THE EXTRA MILE TO ‘WOW’ GUESTS
Front Office Manager
DoubleTree by Hilton Jakarta-Diponegoro
Jakarta, Indonesia
03.2014 - 06.2014
- PRE-OPENING TEAM (TASKFORCE) 4MTHS CONTRACT
- IN CHARGE OF SETTING UP ALL FRONT OFFICE OPERATIONS INCLUDING PURCHASING, RECRUITMENT, TRAINING, BUILDING MANAGEMENT, BUDGETING AND P&L CONTROL
- MANAGED FRONT OFFICE OPERATIONS, REVIEWED AND TOOK ACTION ON P&L, GUEST SATISFACTION, UPSELLING
- STRONG ORGANISATIONAL SKILLS, MOTIVATIONAL TRAINER AND PRESENTER, GOOD WITH PEOPLE
Front Office Manager
DoubleTree by Hilton Huaqiao-Kunshan
Kunshan, China, China
09.2011 - 01.2014
- IN CHARGE OF ALL FRONT OFFICE MANAGEMENT FOR FRONT DESK, CONCIERGE, EXECUTIVE FLOOR, OPERATOR AND RESERVATIONS INCLUDING PURCHASING, RECRUITMENT, TRAINING, FF&E, BUDGETING AND P&L CONTROL
- MAXIMIZED SALES REVENUES THROUGH UP-SELLING AND MARKETING PROGRAM
- ATTENTION TO DETAIL INCREASED OPERATIONAL EFFICIENCY AND PERSONALIZATION OF SERVICE INCREASED GUEST SATISFACTION
- STRONG IN MAINTAINING SMOOTH OPERATIONS REGARDLESS OF GROUP OR INDIVIDUAL SITUATIONS, ESTABLISHING GOOD GUEST RELATIONS AND CUSTOMER SERVICE STANDARDS AND BUILDING STRONG TEAM RAPPORT
Cluster Assistant F&B Manager
Conrad Sanya Haitang Bay, DoubleTree by Hilton Sanya Haitang
Sanya, China, China
09.2010 - 09.2011
- PRE-OPENING TEAM FOR TWO PIONEER HOTELS ON HAITANG BAY AND FIRST CONRAD TO OPEN ON MAINLAND CHINA
- RESPONSIBLE FOR HIRING AND TRAINING OF TEAM MEMBERS, SELECTING AND PURCHASING OF OPERATING EQUIPMENT, MARKETING AND PROMOTIONS, MENU ENGINEERING, REVIEWING REPORTS AND MANAGING REVENUE AND P&L
- OVERSAW ALL OPERATIONS IN 10 BARS AND RESTAURANTS AS WELL AS BANQUETS AND IN ROOM DINING; MANAGED TEAM OF 160 STRONG
- KEY F&B EVENTS: HOTEL OPENING CEREMONY AND DINING FOR ALL GUESTS, WEDDING CEREMONY, DINNER AND AFTER PARTY FOR TAIWANESE CELEBRITY BIG S’ HIGH-PROFILE AND HIGH-SECURITY WEDDING, NUMEROUS OWNER (WANDA GROUP) AND VIP RECEPTIONS.
Hilton Management Trainee
Hilton Hefei
Hefei, China, China
01.2010 - 09.2010
- CONTRIBUTED TO ALL AREAS OF HUMAN RESOURCE OPERATIONS INCLUDING RECRUITMENT INTERVIEWS, CONDUCTING TRAINING, AND ORGANISING STAFF WELFARE EVENTS
- COMPREHENSIVE, ALL-ROUNDED IMMERSION IN BUSINESS DEVELOPMENT COVERING REVENUE MANAGEMENT, MARKETING & PUBLIC RELATIONS, ROOM & EVENT SALES
- TOOK CHARGE OF HOTEL BAR AND INCREASED ITS REVENUE AND COVERS THROUGH MARKETING AND EVENTS MANAGEMENT
- INTRODUCED NEW INITIATIVES IN FRONT OFFICE TO IMPROVE CUSTOMER SATISFACTION
Hilton Management Trainee
Hilton Kuala Lumpur
Kuala Lumpur, Malaysia
02.2009 - 11.2009
- UNDERWENT INTENSIVE TRAINING WITH OPERATIONS AND FINANCE DEPARTMENTS
- FOCUSSED ON IN-DEPTH STUDY OF CUSTOMER SATISFACTION SURVEY RESULTS IN ORDER TO MAKE CHANGES FOR IMPROVEMENT
- INTRODUCED NEW INITIATIVES IN FRONT OFFICE AND F&B TO IMPROVE CUSTOMER SATISFACTION
Education
Bachelor of Business Management - Business Law and Political Science
Singapore Management University (SMU)
07.2004 - 07.2008
Skills
Customer Experience
Timeline
Director of Operations
Conrad Hangzhou
07.2019 - 12.2021
Director of Operations
DoubleTree by Hilton Chengdu
05.2016 - 07.2019
Operations Manager
Hilton Yuxi Fuxian Lake
02.2015 - 03.2016
Front Office Manager
DoubleTree by Hilton Jakarta-Diponegoro
03.2014 - 06.2014
Front Office Manager
DoubleTree by Hilton Huaqiao-Kunshan
09.2011 - 01.2014
Cluster Assistant F&B Manager
Conrad Sanya Haitang Bay, DoubleTree by Hilton Sanya Haitang
09.2010 - 09.2011
Hilton Management Trainee
Hilton Hefei
01.2010 - 09.2010
Hilton Management Trainee
Hilton Kuala Lumpur
02.2009 - 11.2009
Bachelor of Business Management - Business Law and Political Science
Singapore Management University (SMU)
07.2004 - 07.2008
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