Michele Hii
Director Of Sales & Account Management - Malaysia & Brunei
Puchong Batu Dua Belas,10
Summary
Proven leader in revenue growth and team development, I leveraged data analytics and strategic planning at Amadeus Hospitality to surpass sales goals. Specializing in client retention and market trend analysis, my approach combines analytical thinking with relationship building to drive profitability. Achieved a significant increase in customer satisfaction through innovative sales strategies and effective team collaboration.
Results-driven sales performer with solid history of success in bringing in new customers, managing revenue streams and maintaining solid account relationships. Continuously monitor competitors and research market conditions to stay responsive and successful in dynamic environments. Persuasive negotiation and program management abilities.
Overview
27
27
years of professional experience
Work History
Director of Sales & Account Management
Amadeus Hospitality (formerly Travelclick)
05.2017 - Current
- Achieved sales goals and service targets by cultivating and securing new customer
- Managed accounts to retain existing relationships and grow share of business.
- Built relationships with customers and community to establish long-term business growth.
- Recommend and identify the required solution and services in accordance to the hotel needs
- Act as a industry consultant to the hotels
Revenue Manager
V E Hotel & Residence
05.2016 - 04.2017
- Incorporated customer feedback into pricing strategy adjustments, enhancing overall guest satisfaction while maximizing revenues.
- Assist with the pre-opening setup for the hotel in both revenue and e-commerce.
- Managed reservations systems effectively, optimizing stay patterns to increase room occupancy rates.
- Streamlined forecasting processes, improving accuracy and facilitating data-driven decisionmaking.
- Enhanced profitability by conducting regular competitor analysis and adjusting pricing accordingly.
- Developed dynamic pricing models, capturing additional revenue opportunities from fluctuating markets.
- Facilitated cross-functional collaboration between departments, fostering a culture of continuous improvement in achieving shared financial targets.
- Implemented inventory control measures, maximizing room revenue during periods of high demand.
- Identified new business opportunities through market research and competitive intelligence gathering techniques.
- Increased revenue by implementing effective pricing strategies and monitoring market trends.
Revenue Manager
Meritus Pelangi Beach Resort & Spa, Langkawi
11.2014 - 11.2015
- Incorporated customer feedback into pricing strategy adjustments, enhancing overall guest satisfaction while maximizing revenues.
- Facilitated cross-functional collaboration between departments, fostering a culture of continuous improvement in achieving shared financial targets.
- Led training initiatives aimed at building organizational capacity in Revenue Management principles and tactics.
- Managed reservations systems effectively, optimizing stay patterns to increase room occupancy rates.
- Streamlined forecasting processes, improving accuracy and facilitating data-driven decisionmaking.
- Enhanced profitability by conducting regular competitor analysis and adjusting pricing accordingly.
- Developed dynamic pricing models, capturing additional revenue opportunities from fluctuating markets.
- Manage and correct the structure setup in the resort Reservation team
- Identified new business opportunities through market research and competitive intelligence gathering techniques.
- Optimized revenue streams through diligent analysis of key performance indicators and demand patterns.
- Increased revenue by implementing effective pricing strategies and monitoring market trends.
- Assisted in budget development processes, ensuring alignment with company-wide revenue goals and objectives.
- Developed strategic plans for day-to-day reservation and yield management operations
- Analyzed business processes to identify cost savings and operational efficiencies.
Group Revenue Manager - Malaysia
Trinidad Hospitality Sdn Bhd
01.2014 - 10.2014
- Hired, trained and managed revenue department team members and developed engaged, high-functioning performers.
- Provided team leadership, mentoring junior staff members to achieve their full potential as Revenue Managers.
- Working closely and support Hotel GMs and team on Revenue, Sales & E-Commerce strategies for their respective properties.
- Increased revenue by implementing effective pricing strategies and monitoring market trends.
- Assist and support hotels in their pre-opening plan and strategies
- Working closely with hotel owners to support their goal for their respective hotels.
Area Manager
Expedia Inc
02.2013 - 12.2013
- Developed strong relationships with clients, leading to increased customer satisfaction and repeat business.
- Improved overall efficiency by identifying areas in need of improvement and implementing necessary changes.
- Coordinated with various departments to facilitate smooth communication, enhancing operational effectiveness.
- Led a team to achieve company goals and exceed targets consistently, fostering a positive work environment.
- Managed daily operations for optimal performance, ensuring timely completion of tasks and projects.
Director of Revenue Mgmt & Business Optimization
Best Western Prima Inland Sea Resort (Contract)
01.2013 - 02.2013
- Increased market share with innovative sales strategies and targeted marketing campaigns.
- Collaborated with cross-functional teams to develop comprehensive business plans aimed at maximizing company profits.
- Implemented data-driven decision making, utilizing advanced analytics tools for revenue optimization.
- Optimized revenue growth by developing and implementing strategic pricing initiatives.
- Drove revenue growth through effective negotiation of contracts with key clients and partners.
- Maximized profitability by identifying new revenue streams and business opportunities.
Group Revenue Manager
Best Western International Malaysia
04.2011 - 12.2012
- Hired, trained and managed revenue department team members and developed engaged, high-functioning performers.
- Provided team leadership, mentoring junior staff members to achieve their full potential as Revenue Managers.
- Working closely and support Hotel GMs and team on Revenue, Sales & E-Commerce strategies for their respective properties.
- Increased revenue by implementing effective pricing strategies and monitoring market trends.
- Assist and support hotels in their pre-opening plan and strategies
- Working closely with hotel owners to support their goal for their respective hotels.
Revenue Manager
The Saujana Hotel Kuala Lumpur
08.2010 - 03.2011
- Facilitated cross-functional collaboration between departments, fostering a culture of continuous improvement in achieving shared financial targets.
- Managed reservations systems effectively, optimizing stay patterns to increase room occupancy rates.
- Streamlined forecasting processes, improving accuracy and facilitating data-driven decisionmaking.
- Guide the hotel management and sales team on Revenue Management and improvement to the hotel yield management
- Developed dynamic pricing models, capturing additional revenue opportunities from fluctuating markets.
- Implemented inventory control measures, maximizing room revenue during periods of high demand.
- Identified new business opportunities through market research and competitive intelligence gathering techniques.
- Optimized revenue streams through diligent analysis of key performance indicators and demand patterns.
- Increased revenue by implementing effective pricing strategies and monitoring market trends.
Revenue Manager
Ascott International Management, Malaysia
04.2010 - 08.2010
- Led training initiatives aimed at building organizational capacity in Revenue Management principles and tactics.
- Introducing the different revenue management best practices for long term and short term stay.
- Managed reservations systems effectively, optimizing stay patterns to increase room occupancy rates.
- Streamlined forecasting processes, improving accuracy and facilitating data-driven decisionmaking.
- Enhanced profitability by conducting regular competitor analysis and adjusting pricing accordingly.
- Recommendation to the stakeholder on the improvement on the overall hotels revenue and sales strategies to improve the hotel overall performance and profitability
- Implemented inventory control measures, maximizing room revenue during periods of high demand.
- Identified new business opportunities through market research and competitive intelligence gathering techniques.
Manager Revenue Management
Four Points by Sheraton Kuching
07.2008 - 01.2010
- Pre-opening setup for the hotel property and systems
- Training and overseeing the reservation team
- Handling market research, forecasting, budgeting, setting strategies and Online Marketing for the hotel
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Overseeing the Sales & Marketing team in the absent of the department head.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Improved marketing to attract new customers and promote business.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
Revenue Analyst
Hilton Kuala Lumpur
04.2007 - 06.2008
- Managed Food & Beverage Revenue Management for the hotel
- Close collaboration with cross-functional team within Food & Beverage to develop comprehensive sales plan aligned with goals and objectives.
- Sales role managing Travel Agents accounts for the hotel
- Assessed the effectiveness of promotional campaigns by measuring their impact on sales volume, average selling prices, and overall profitability.
- Conducted monthly close activities, ensuring accurate revenue recognition in accordance with standards.
- Sit in and support Reservation team in the absence of Reservation Manager
- Developed insightful management reports highlighting key revenue drivers, risks, and opportunities for growth.
- Managed the annual budgeting process by working closely with department leaders to develop realistic revenue projections based on historical trends and anticipated market conditions.
- Improved data accuracy through thorough reconciliation of reports discrepancies, resulting in better informed business decisions.
- Increased revenue by identifying and analyzing trends, monitoring performance, and implementing effective pricing strategies.
- Optimized pricing models by conducting competitive market research and analyzing customer price sensitivity data.
- Provided timely feedback on sales performance, identifying areas of improvement and recommending corrective actions as needed.
Reservation Manager
The Westin Kuala Lumpur
07.2003 - 03.2007
- Pre-opening setup and hiring of reservation team for the hotel
- Handling day to day reservation operations.
- Training and grooming of the reservation team members.
- Enhanced customer satisfaction by efficiently managing reservation inquiries and bookings.
- Resolved escalated customer issues promptly, maintaining positive brand reputation among guests and industry professionals alike.
- Collaborated with sales and marketing teams to develop promotional offers that drove revenue growth.
- Proactively identified areas for improvement within the reservations department, implementing strategic changes as needed.
- Sit in during the absent of Revenue Director
Reservation Supervisor
Ritz-Carlton Kuala Lumpur
02.2002 - 06.2003
- Coordinated with other departments to accommodate special requests or needs for booked guests.
- Monitored and support the reservation cum operator team
- Implemented effective upselling techniques to maximize revenue per booking.
- Streamlined reservation processes for increased efficiency and reduced booking errors.
- Support Reservation Manager in the day to day hotel call centre activities.
Reservation Supervisor
Sheraton Imperial Kuala Lumpur
07.1997 - 03.2000
- Pre-opening team as a Reservation Agent.
- Guide and managed reservation team when promoted as the reservation supervisor from Jan 1999
- Support Marketing Manager whom was managing the reservation team in the day to day operations needs.
Education
Diploma in Hotel Management - Hotel Management
Taylor's University
Kuala Lumpur 04.2001 -
Skills
Sales team motivation
Accomplishments
- 1 Time Top Sales Performer Award Winner for ASPAC
- 2 times President Club Award Winner (2022 - Top Ranking & 2023 - 3rd Ranking) in International
- Multiple Sales Excellence Award for 100% Achievement
- Best Sales & Account Management Team Winner for 2017
Timeline
Director of Sales & Account Management
Amadeus Hospitality (formerly Travelclick)
05.2017 - Current
Revenue Manager
V E Hotel & Residence
05.2016 - 04.2017
Revenue Manager
Meritus Pelangi Beach Resort & Spa, Langkawi
11.2014 - 11.2015
Group Revenue Manager - Malaysia
Trinidad Hospitality Sdn Bhd
01.2014 - 10.2014
Area Manager
Expedia Inc
02.2013 - 12.2013
Director of Revenue Mgmt & Business Optimization
Best Western Prima Inland Sea Resort (Contract)
01.2013 - 02.2013
Group Revenue Manager
Best Western International Malaysia
04.2011 - 12.2012
Revenue Manager
The Saujana Hotel Kuala Lumpur
08.2010 - 03.2011
Revenue Manager
Ascott International Management, Malaysia
04.2010 - 08.2010
Manager Revenue Management
Four Points by Sheraton Kuching
07.2008 - 01.2010
Revenue Analyst
Hilton Kuala Lumpur
04.2007 - 06.2008
Reservation Manager
The Westin Kuala Lumpur
07.2003 - 03.2007
Reservation Supervisor
Ritz-Carlton Kuala Lumpur
02.2002 - 06.2003
Diploma in Hotel Management - Hotel Management
Taylor's University
04.2001 -
Reservation Supervisor
Sheraton Imperial Kuala Lumpur
07.1997 - 03.2000
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