BOON HUI, CALVIN TEO
Summary
Guest Services professional with demonstrated success in optimizing policies, coordinating events and managing guest services operations. Well-versed in handling VIP guests and groups. Knowledgeable about customer preferences, industry standards and successful strategies for maintaining guest loyalty and building long-lasting relationships.
Overview
27
27
years of professional experience
Work History
Membership & Guest Services Manager
Resorts World Sentosa
2017.11 - Current
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Streamlined check-in and check-out processes for improved efficiency and guest experience.
- Implemented staff training programs to reinforce customer service skills and elevate overall performance.
- Reduced guest complaints by proactively resolving potential issues and maintaining open communication channels.
- Increased repeat business through exceptional service, loyalty program promotion, and personalized follow-up communications.
- Coordinated special events on-property to create memorable experiences for guests during their stay.
- Boosted revenue with strategic upselling of premium rooms, services, and amenities when appropriate.
- Managed inventory control and resource allocation for optimal operational efficiency in Guest Services department.
- Leveraged guest feedback to identify areas for improvement and implement necessary changes in procedures or offerings.
- Conducted regular performance evaluations of staff members to foster growth, development, and accountability in workplace.
- Supervised team of front desk agents, ensuring adherence to policies, procedures, and top-notch customer service standards.
- Optimized scheduling practices to ensure adequate coverage during peak times while controlling labor costs effectively.
- Enhanced internal communication by developing clear guidelines for interdepartmental collaboration related to guest requests or concerns.
- Developed innovative strategies that increased brand awareness among potential customers.
- Developed and implemented strategies to improve guest experiences and build loyalty.
- Assisted with check-ins and check-outs during high traffic seasons to deliver excellent customer service.
- Reviewed upcoming events and planned for expected challenges.
- Maintained high employee satisfaction and performance with hands-on and collaborative style.
- Managed 60-100 staff to deliver timely and courteous guest service in front desk, housekeeping and maintenance operations.
- Set and managed policies for concierge services and guest relations.
- Attended to customer needs, responding to questions, complaints and escalations.
- Monitored staff training, scheduling and shift changes.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
Food & Beverage Manager
Holiday Inn Resort Phi Phi Island
2014.10 - 2015.04
- Enhanced customer satisfaction by implementing innovative food and beverage offerings.
- Streamlined operational processes for improved efficiency and reduced waste.
- Developed training programs for staff to increase product knowledge and enhance service quality.
- Collaborated with chefs to create seasonal menus that met diverse dietary needs and preferences.
- Led team of servers, bartenders, and kitchen staff, fostering positive work environment focused on teamwork and professionalism.
- Implemented cost-saving measures through strategic vendor negotiations and bulk purchasing.
- Managed inventory control, reducing spoilage and ensuring optimal stock levels at all times.
- Maintained strict adherence to health and safety regulations, resulting in consistently high inspection scores.
- Oversaw special events planning, from menu creation to logistics coordination, providing seamless experiences for guests.
- Trained food and beverage service personnel, confirming staff to provide recommendations and answer questions.
- Resolved customer complaints involving food or beverage quality and service.
- Raised overall guest experience ratings by closely monitoring service quality metrics to identify areas needing improvement.
- Ensured cleanliness of dining area, bar stations, and kitchen facilities through regular inspections and staff training initiatives.
- Effectively managed payroll, scheduling, and budgeting responsibilities to meet financial goals while maintaining exceptional service standards.
- Boosted revenue by developing targeted marketing campaigns for promotions and special events.
- Oversaw selection, ordering and inventory controls of wine, beer and alcohol program.
- Maintained highest standards for beverage quality and service.
- Responded to customer complaints, addressing concerns, and distress with amicable interactions.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Implemented effective inventory control systems to reduce food spoilage and waste.
- Coordinated with catering staff to deliver food services for special events and functions.
- Enhanced financial controls to minimize theft and loss risks, continuously maintaining accurate accounts and cash drawers.
- Analyzed sales data to identify trends and adjust purchasing decisions accordingly.
Assistant Director of Membership Services
Resorts World Sentosa
2009.11 - 2014.09
- Enhanced member satisfaction by implementing targeted membership programs and services.
- Streamlined membership processes for increased efficiency and improved member experience.
- Increased member retention by addressing concerns, resolving issues, and providing exceptional customer service.
- Led cross-functional teams to execute successful membership events, promoting engagement and networking opportunities.
- Collaborated with marketing team to develop effective promotional materials for membership recruitment campaigns.
- Oversaw budgets and financial planning for Membership Services department, ensuring fiscal responsibility and maximizing resources.
- Worked closely with senior leadership to align Membership Services initiatives with organizational goals and objectives.
- Ensured compliance with applicable laws, regulations, policies pertaining to association memberships as well as proper maintenance of all relevant documentation required from both legal/regulatory standpoints.
- Built relationships with customers and community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Implemented systems and procedures to increase sales.
- Prepared sales presentations for clients showing success and credibility of products.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Led cross-functional teams to execute successful membership events, promoting engagement and networking opportunities
- Collaborated with marketing team to develop effective promotional materials for membership recruitment campaigns
Assistant Food and Beverage Manager
Indigo Pearl Resort Phuket
2008.02 - 2009.11
- Enhanced customer satisfaction by efficiently managing food and beverage operations and providing exceptional service.
- Increased overall efficiency of department by developing and implementing training programs for staff members.
- Ensured adherence to health, safety, and sanitation regulations by regularly inspecting facilities and equipment.
- Collaborated with executive management to develop strategic plans for improving overall guest experience at establishment.
- Mentored junior team members, fostering professional growth opportunities through guidance and constructive feedback.
- Assisted in menu development, incorporating seasonal ingredients and trending flavors to appeal to diverse clientele.
- Coordinated special events, working closely with clients to ensure their needs were met while maintaining budgetary constraints.
- Implemented cost control measures to effectively manage expenses without compromising quality or customer satisfaction levels.
- Oversaw daily financial transactions, including cash handling procedures, revenue tracking, and budget analysis for continuous improvement efforts.
- Maintained open lines of communication with kitchen staff to ensure timely execution of orders during peak service periods.
- Optimized restaurant layout by monitoring traffic flow patterns during high-volume periods, making adjustments as needed.
- Partnered with marketing teams to create promotional materials that highlighted new menu items or limited-time offers designed to attract guests'' attention.
- Assisted in recruitment, selection, and onboarding of new team members, ensuring seamless integration into existing workforce.
- Continuously researched industry trends and competitor offerings to stay ahead of market demands and maintain competitive edge.
- Resolved customer complaints involving food or beverage quality and service.
- Trained food and beverage service personnel, confirming staff to provide recommendations and answer questions.
- Identified areas of opportunity for beverage sales by analyzing customer feedback and product demand metrics.
- Responded to customer complaints, addressing concerns, and distress with amicable interactions.
- Managed bar and wait staff and directed hiring program.
- Selected wine, beer and alcohol products based on customer feedback and local product availability.
- Motivated staff to perform at peak efficiency and quality.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Coordinated with catering staff to deliver food services for special events and functions.
- Enhanced financial controls to minimize theft and loss risks, continuously maintaining accurate accounts and cash drawers.
Assistant Food and Beverage Manager
Habtoor Grand Resort And Spa
2007.10 - 2008.01
- Enhanced customer satisfaction by efficiently managing food and beverage operations and providing exceptional service.
- Mentored junior team members, fostering professional growth opportunities through guidance and constructive feedback.
- Managed employee scheduling, ensuring adequate coverage during peak hours while minimizing labor costs where possible.
- Assisted in menu development, incorporating seasonal ingredients and trending flavors to appeal to diverse clientele.
- Coordinated special events, working closely with clients to ensure their needs were met while maintaining budgetary constraints.
- Implemented cost control measures to effectively manage expenses without compromising quality or customer satisfaction levels.
- Oversaw daily financial transactions, including cash handling procedures, revenue tracking, and budget analysis for continuous improvement efforts.
- Optimized restaurant layout by monitoring traffic flow patterns during high-volume periods, making adjustments as needed.
- Resolved customer complaints involving food or beverage quality and service.
- Maintained highest standards for beverage quality and service.
- Managed bar and wait staff and directed hiring program.
- Responded to customer complaints, addressing concerns, and distress with amicable interactions.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Implemented effective inventory control systems to reduce food spoilage and waste.
- Developed unique events and special promotions to drive sales.
Assistant Food and Beverage Manager
JA Resorts & Hotels
2004.12 - 2007.08
- Enhanced customer satisfaction by efficiently managing food and beverage operations and providing exceptional service.
- Developed strong relationships with vendors to negotiate favorable pricing and delivery schedules for products.
- Collaborated with executive management to develop strategic plans for improving overall guest experience at establishment
- Mentored junior team members, fostering professional growth opportunities through guidance and constructive feedback.
- Managed employee scheduling, ensuring adequate coverage during peak hours while minimizing labor costs where possible.
- Assisted in menu development, incorporating seasonal ingredients and trending flavors to appeal to diverse clientele.
- Coordinated special events, working closely with clients to ensure their needs were met while maintaining budgetary constraints.
- Optimized restaurant layout by monitoring traffic flow patterns during high-volume periods, making adjustments as needed.
- Assisted in recruitment, selection, and onboarding of new team members, ensuring seamless integration into existing workforce.
- Continuously researched industry trends and competitor offerings to stay ahead of market demands and maintain competitive edge.
- Resolved customer complaints involving food or beverage quality and service.
- Maintained highest standards for beverage quality and service.
- Responded to customer complaints, addressing concerns, and distress with amicable interactions.
- Selected wine, beer and alcohol products based on customer feedback and local product availability.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Oversaw food preparation and monitored safety protocols.
- Analyzed sales data to identify trends and adjust purchasing decisions accordingly.
- Coordinated with catering staff to deliver food services for special events and functions.
Assistant Beverage Manager
Singapore Recreation Club
1997.01 - 2000.10
- Assisted in designing seasonal drink menus, resulting in increased sales and positive customer feedback.
- Managed inventory control, ensuring optimal stock levels while minimizing waste through accurate tracking and ordering procedures.
- Collaborated with Food and Beverage Manager to develop promotional strategies that boosted revenue during slow periods.
- Maintained clean and organized bar area, adhering to health department standards and creating inviting atmosphere for guests.
- Contributed to successful special events by coordinating with other departments, such as catering or entertainment teams.
- Resolved guest complaints professionally and effectively, maintaining high level of customer satisfaction.
- Developed strong rapport with regular patrons by providing personalized service, fostering loyalty and repeat business.
- Ensured compliance with all local liquor laws and company policies regarding alcohol service and safety requirements.
- Increased profitability by negotiating favorable contracts with vendors for beverage supplies at discounted rates.
- Created enticing visual displays of specialty drinks using creative garnishes and glassware designs to attract customer attention.
- Collaborated with marketing team on targeted campaigns promoting new beverages or specials during holiday seasons or peak times of year-inspiring increased sales results.
- Implemented cost-saving measures through careful analysis of product usage patterns, reducing unnecessary expenses without compromising quality.
- Mentored junior team members through hands-on training sessions, resulting in improved employee retention rates across department.
- Assisted in budget management by consistently reviewing and analyzing monthly financial reports, identifying areas for improvement or potential cost-saving opportunities.
- Developed strong knowledge of industry trends, staying current on new products and best practices to ensure bar remained competitive in market.
- Resolved customer complaints involving food or beverage quality and service.
- Purchased beverage stock and handled all inventory needs.
- Designed beverage menus.
- Oversaw selection, ordering and inventory controls of wine, beer and alcohol program.
- Managed all day-to-day operations within budgeted guidelines.
- Managed bar and wait staff and directed hiring program.
- Selected wine, beer and alcohol products based on customer feedback and local product availability.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Oversaw food preparation and monitored safety protocols.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Developed unique events and special promotions to drive sales.
- Coordinated with catering staff to deliver food services for special events and functions.
- Enhanced financial controls to minimize theft and loss risks, continuously maintaining accurate accounts and cash drawers.
Education
Diploma - Food & Beverage Management
American Hotels & Motels Association
USA2001
Diploma - Food Hygiene Management
Royal Society of Promotional Health
United Kingdom2001
DIPLOMA - Food & Beverage Supervisory Management
Department of Tourism & Commerce Marketing
UAE2001
ITE-2 - Food & Beverage Operation & Service
SHATEC
Singapore1993
Some College (No Degree) - Microsoft Office Excel 2010 Specialist
AVANTUS
SingaporeSome College (No Degree) - ICDL DATA ANALYTICS
NTUC Learning Hub
SingaporeSome College (No Degree) - Professional Development
SINGAPORE WORKFORCE SKILLS QUALIFICATION
SingaporeSome College (No Degree) - Menu Design For Chefs & Restaurant Managers
The Emirates Academy of Hospitality Management
UAESome College (No Degree) - Wine, Spirit & Alcoholic Beverages - Intermediate
The Wine & Spirit Education Trust Limited
United KingdomSkills
- Customer Satisfaction
- Full Complaint Resolution
- Database Management
- Team Meeting Facilitation
- Data Analysis
- Front Desk Management
- Multitasking Proficiency
- Personnel Management
- Budget Administration
- Customer Service Abilities
- Budgeting and Financial Management
- Staff Training and Development
- Problem-solving abilities
Timeline
Membership & Guest Services Manager
Resorts World Sentosa
2017.11 - Current
Food & Beverage Manager
Holiday Inn Resort Phi Phi Island
2014.10 - 2015.04
Assistant Director of Membership Services
Resorts World Sentosa
2009.11 - 2014.09
Assistant Food and Beverage Manager
Indigo Pearl Resort Phuket
2008.02 - 2009.11
Assistant Food and Beverage Manager
Habtoor Grand Resort And Spa
2007.10 - 2008.01
Assistant Food and Beverage Manager
JA Resorts & Hotels
2004.12 - 2007.08
Assistant Beverage Manager
Singapore Recreation Club
1997.01 - 2000.10
Diploma - Food & Beverage Management
American Hotels & Motels Association
Diploma - Food Hygiene Management
Royal Society of Promotional Health
DIPLOMA - Food & Beverage Supervisory Management
Department of Tourism & Commerce Marketing
ITE-2 - Food & Beverage Operation & Service
SHATEC
Some College (No Degree) - Microsoft Office Excel 2010 Specialist
AVANTUS
Some College (No Degree) - ICDL DATA ANALYTICS
NTUC Learning Hub
Some College (No Degree) - Professional Development
SINGAPORE WORKFORCE SKILLS QUALIFICATION
Some College (No Degree) - Menu Design For Chefs & Restaurant Managers
The Emirates Academy of Hospitality Management
Some College (No Degree) - Wine, Spirit & Alcoholic Beverages - Intermediate
The Wine & Spirit Education Trust Limited
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