Annalyn Lacson Besa
Avant Residence
Summary
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance. Proven success in leading projects from start to finish and contributing to organizational growth and success.
Overview
19
19
years of professional experience
Work History
Client Engagement Officer and Insurance Liaison (Virtual Assistant)
Plenitude Wealth, Australia
06.2023 - 06.2024
- Provide service to our clients from Implementation to Ongoing Service Agreement
- Complete LinkedIn Tasks with the Client Onboarding Support Officer
- Facilitate Community Networking & Educational Events
- Project Management – Client Engagement Strategies
- Liaise with Other Team Plenitude Members for Data Gathering
- Liaise with the Marketing Team for Landing Pages
- Distribution of Fee Disclosure Statements
- Preparation & Completion of Investment & Superannuation Applications
- Distribution of Investments & Insurance Statements for Tax Purposes
- Creating Procedures Manual & Standard Operating Procedures
- Creating an efficient workflow system for project delivery
- Perform administrative jobs for the Managing Director & Operations Manager
- Insurance applications, reports, monitoring, and following up on Insurance outstanding requirements
- Distribution and managed funds for the clients
- Extracting Financial Reports to Clients and Adviser
- Ongoing Service and Client Engagement Projects
Restaurant Operations Executive
Mandarin Oriental Singapore
09.2022 - 01.2023
- Oversaw daily operations activities, ensuring smooth functioning across all departments while maintaining high-quality standards.
- Developed operational processes to help organization adapt to market change.
- Improved employee retention rates by creating a positive work environment and offering professional development opportunities for staff members.
- Streamlined operations by implementing efficient processes and procedures, increasing overall productivity.
- Assisted with proactive client outreach initiatives and documented client correspondence in CRM system.
- Collaborated on operational support tasks to achieve common goal.
Assistant Guest Relations Manager
Fullerton Hotel Singapore
01.2017 - 01.2018
- Supervised daily operations of the Guest Relations department, ensuring staff adherence to best practices and service standards.
- Handled escalated complaints professionally while maintaining a calm demeanor under pressure.
- Improved overall guest experience by organizing special occasions such as birthdays or anniversaries upon request.
- Maintained strong relationships with VIP guests, ensuring their satisfaction through tailored services and offerings.
- Managed high-profile events at the hotel, coordinating logistics and catering to guarantee smooth execution.
- Maintained accurate records of guest information, preferences, and requests for future reference and personalized service delivery.
- Worked alongside other managers in planning seasonal promotions targeted at attracting new clientele without alienating existing customers.
- Developed innovative ideas for enhancing customer loyalty programs, leading to increased repeat bookings over time.
- Increased overall efficiency within the department by consistently updating internal procedures based on evolving guest demands.
- Assisted in training new team members, fostering a supportive work environment for professional development.
- Enhanced guest satisfaction by promptly addressing concerns and resolving issues effectively.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Implemented successful strategies to increase customer satisfaction.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
- Oversaw day-to-day operations of 4 outlets with a staff of more than 30 employees.
Senior Guest Service Executive (Dining Reservations and F&B Coordinator)
Mandarin Oriental Singapore
01.2013 - 03.2017
- Assisted in training new team members on company policies, procedures, and best practices in guest service delivery.
- Organized group bookings efficiently by working closely with event planners or travel agents ensuring all special requests were met.
- Implemented new strategies to streamline communication between departmental teams leading to smoother operations during events or promotions.
- Managed reservation system efficiently, ensuring availability of rooms for walk-in guests and minimizing overbooking incidents.
- To put effort into giving new promotional schemes and innovative ideas
- Ensuring to meet the satisfaction with the big group event in all Food and Beverage outlets
- Train the outlet hostesses on how to manage the reservations in their respective outlets
- Coordinated closely with other departments to address operational issues as they arose, ensuring minimal impact on guest experience.
- Managed approximately more than 100 incoming calls, emails and faxes per day from customers
F&B Executive Receptionist
Mandarin Oriental Singapore (Melt Café)
05.2009 - 12.2012
- Successfully managed challenging situations with guests by resolving complaints professionally and efficiently, maintaining a positive reputation for the establishment.
- Collaborated with marketing professionals to create enticing promotional materials for the F&B offerings, resulting in increased awareness and patronage.
- Coordinated seasonal promotions within the F&B department, driving revenue during traditionally slow periods.
- Managed a high-performing team, providing training and mentoring to ensure consistently excellent service.
- Responsible for leading the guest to their table and taking their beverage orders
- Responsible for ensuring their order is served at the right time and correct order
- Upselling and offering promotions increase the revenue of the restaurant
- Developed a comprehensive employee training program that resulted in increased staff retention and improved performance.
- Managed approximately more than 50 incoming calls, emails and faxes per day from customers
Management Trainee (In-room Dining)
Ritz Carlton Millenia Singapore
08.2008 - 02.2009
- Improved management skills by participating in rigorous training programs and workshops.
- Gained knowledge of company policies, protocols and processes.
- Acted with integrity, honesty, and knowledge to promote culture of company.
- Handled day-to-day customer or client questions via telephone or email.
- Developed problem-solving abilities through hands-on experience with real-life business scenarios.
- Established open and professional relationships with team members which facilitated communication, quickly resolving issues, and conflicts.
- Launched quality assurance practices for each phase of development
- Assisted supervisors in setting clear goals, establishing priorities, and monitoring progress to ensure successful completion of tasks.
Cashier, Barista
Estatto Caffe
01.2006 - 01.2007
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Managed inventory levels effectively, reducing stock shortages and minimizing wastage.
- Facilitated smoother checkout process, trained new employees on POS systems.
- Worked with floor team and managers to meet wide range of customer needs.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Created seasonal beverage menu, driving increased interest and sales during holiday periods.
- Led monthly coffee tasting events to educate customers on different coffee varieties and brewing methods, increasing sales of premium products.
- Learned every menu item's preparation and numerous off-label drinks to meet customer needs.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items, and join reward programs.
Cashier Convenience Store
Caltex Gasoline Station
04.2005 - 06.2005
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Helped customers complete purchases, locate items, and join reward programs.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
Education
Bachelor of Science - Business Administration
Holy Angel University
Philippines04.2009
Skills
- Operations management
- Team leadership
- Strategic planning
- Innovation and creativity
- Customer service
- Effective multitasking
- Phone etiquette
- Data entry
- CRM management
- Computer skills
- Microsoft Word
- Time management
- Organizational skills
- Critical thinking
References
Available upon request.
Timeline
Client Engagement Officer and Insurance Liaison (Virtual Assistant)
Plenitude Wealth, Australia
06.2023 - 06.2024
Restaurant Operations Executive
Mandarin Oriental Singapore
09.2022 - 01.2023
Assistant Guest Relations Manager
Fullerton Hotel Singapore
01.2017 - 01.2018
Senior Guest Service Executive (Dining Reservations and F&B Coordinator)
Mandarin Oriental Singapore
01.2013 - 03.2017
F&B Executive Receptionist
Mandarin Oriental Singapore (Melt Café)
05.2009 - 12.2012
Management Trainee (In-room Dining)
Ritz Carlton Millenia Singapore
08.2008 - 02.2009
Cashier, Barista
Estatto Caffe
01.2006 - 01.2007
Cashier Convenience Store
Caltex Gasoline Station
04.2005 - 06.2005
Bachelor of Science - Business Administration
Holy Angel University
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