Summary
Overview
Work History
Education
Skills
Timeline
Generic
Ashley Toh

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
Singapore
11.2018

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
Ashley Toh