Ashley Toh
Summary
Seasoned Head of Guest Relations at Tin Box Group Singapore, with 3 years of experience in handling customer enquiries, managing reservations, and enhancing guest satisfaction through innovative service initiatives and effective team management. Excelled in guest relations, securing repeat business by personalizing experiences and streamlining operations. Skilled in conflict resolution and staff training, achieving significant improvements in service delivery and guest engagement.
Overview
4
4
years of professional experience
Work History
Head of Guest Relations
Tin Box Group Singapore
Singapore , Singapore
04.2022 - Current
- Created a welcoming atmosphere by greeting guests personally upon arrival and departure, making them feel valued as individuals.
- Continuously monitored industry trends and competitor offerings, staying informed to maintain a competitive edge in providing exceptional guest experiences.
- Oversaw daily operations of the Guest Relations department, ensuring smooth coordination and delivery of services.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Enhanced guest satisfaction by implementing personalized service initiatives and addressing concerns promptly.
- Assisted with setting up of new outlets - in Singapore, Kualar Lumpar, and Hong Kong.
- Handling of VIPs and regulars' enquiries and needs.
- Building rapport with new customers, ensuring they have the best experience during their visit(s).
- Managing a team of 8 - ensuring that the team feels motivated and that everyone is on the same page as the company's goals
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Handled guest complaints and offered service recovery to maintain high guest satisfaction rates.
- Delegating tasks to the team.
Guest Relations
Tin Box Group Singapore
Singapore
07.2021 - 04.2022
- Resolved customer complaints promptly and professionally, maintaining positive guest relations.
- Managing reservations platform
- Building customer rapport
- Handled challenging situations calmly under pressure, resolving conflicts professionally while maintaining excellent guest relations standards.
- Participated in regular team meetings contributing valuable insights towards improving the overall operations within the Guest Relations Department.
- Developed strong relationships with guests, fostering loyalty and repeat business for the establishment.
Digital Creative Executive
The S Collective
01.2020 - 06.2021
- Developed innovative marketing campaigns that drove brand awareness and engagement.
- Secured valuable partnerships with key industry influencers, expanding the company''s reach and audience base.
- Directed photo shoots for print and digital media, reviewing each element against client standards and expectations.
- Monitored industry trends to keep creative materials fresh and engaging.
Education
No Degree - Higher Nitec in Events Management
Institute of Technical Education
02.2021
No Degree - GCE 'O' Levels, GCE 'N' Levels
St. Margaret's Secondary School
Singapore11.2018
Skills
- Effective Delegation
- Team Management
- Reservation Management
- Guest Services
- Guest complaint resolution
- Teamwork and Leadership
- Decision-Making
- Staff Training
- Shift Scheduling
Timeline
Head of Guest Relations
Tin Box Group Singapore
04.2022 - Current
Guest Relations
Tin Box Group Singapore
07.2021 - 04.2022
Digital Creative Executive
The S Collective
01.2020 - 06.2021
No Degree - Higher Nitec in Events Management
Institute of Technical Education
No Degree - GCE 'O' Levels, GCE 'N' Levels
St. Margaret's Secondary School
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