CHARMINE TAN HUI TJIN
Singapore
Summary
A strategic leader dedicated to excellence, efficiency and readiness across high-pressure and high-conflict environments, my teams and I succeed by bringing strong business acumen and thinking to complex problems - always with fresh perspectives. I have the ability to embrace ambiguity and change and am practiced at providing teams with the support, resources and motivation to succeed.
Overview
2
2
Languages
6
6
years of post-secondary education
12
12
years of professional experience
Work History
Manager, Operations - Projects/Asset Optimisation
Stamford Land
, Singapore
04.2019 - Current
- Project Lead for successful implementation of property management system, payment solution and revenue management systems across 7 hotels in Australia and New Zealand.
- Expanded cross-functional organisational capacity by collaborating across departments which developed SOPs, recruitment and training guides and programmes, internal/external communication collaterals and templates for contracts/budget rolled out across all properties including Head Office.
- Additional project rotations included PDPA/PCI compliance review, digital learning rollout and centralisation of Learning & Development.
- Controlled costs and optimized spending via restructuring of budgets for labour, capital assets, inventory purchasing and technology upgrades.
Assistant Manager, Corporate Operations
Far East Hospitality Management
, Singapore
11.2015 - 04.2018
- Successfully completed 22 projects while in charge of Productivity and Innovation for portfolio of 21 hotels and serviced residences under FEHM.
- Projects include system rollout of StayPlease (Housekeeping/Guest Request Management System), Talent Development Program, Central Sourcing and Spring Singapore certification.
- Part of pre-opening team to implement new initiatives in planning for new properties.
- Liaison for all government funding, investors and vendors.
- Generated revenue and operations analysis, guest engagement and outreach campaigns, service quality audits and NPS scores.
- Produced all materials for and led semi-annual kick-off strategy meetings for Corporate Office and all General Managers.
Manager, Groups
Marina Bay Sands
, Singapore
05.2013 - 10.2015
- In charge of Group Operations, Reservations & Billing teams.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Prepared and recommended long-range plans for development of Front Office, Guest Relations, Housekeeping and Transportation departments.
- Evaluated report data to proactively adjust and enhance Hotel Operations through continuous process improvement measured by NPS scores and KPIs.
- Improved operational planning and business frameworks to enhance resource utilization and reduce waste.
Lecturer
Republic Polytechnic
, Singapore
10.2012 - 03.2013
- Lectured in areas of Hospitality Revenue Management, Sales & Marketing and Hospitality Information Systems.
- Evaluated and revised lesson plans and course content to facilitate and moderate classroom discussions and student-centered learning.
Regional Revenue Assistant Manager - SE Asia
Hotelbeds
, Singapore
03.2012 - 10.2012
- Maximised operating margin and commercial profitability by implementing pricing strategies based on extensive market research, taking into account peak seasons and source markets for all destinations in Southeast Asia.
- Uncovered and resolved strategic and tactical issues impacting sales management and business operations.
Yield Manager - Bali
Hotelbeds
, Singapore
10.2011 - 03.2012
- Increased revenue by 8-25% for a portfolio of 140 hotels in Bali by monitoring rate parity, proposing and implementing tactical promotions and ensuring availability for each property.
- Conducted yield and rate parity analysis.
- Monitored market segmentation and pick-up rate and acted in conjunction with recognized trends.
Front Desk Manager
Marina Bay Sands
04.2011 - 10.2011
- Resolved guest complaints and provided service recovery.
- Controlled total room inventory of 2561 rooms and ensured revenue management targets were met on a daily basis through allotments to various distribution channels.
- Direct point of contact for main distribution channels, particularly Wholesale, Gaming and VIPs.
Butler Supervisor
Marina Bay Sands
12.2009 - 04.2011
- Managed team of 48 employee and was in charge of recruitment and inter-departmental interfacing.
- Operations and Systems trainer. In charge of ensuring SOPs and all KPIs are in line with global Quality Management standards.
VIP Butler Supervisor
Crown Tower
, Macau, SAR
04.2009 - 12.2009
- Managed team of 30 employees, overseeing hiring, training, and professional growth of employees.
- Handled day-to-day running of all VIP suites, ensuring high levels of productivity and progression.
Corporate Trainee
Park Hyatt Melbourne
Melbourne, Australia
01.2008 - 02.2009
- Developed and implemented various training initiatives such as Cross-training Program to increase pool of multi-skilled staff, training needs analysis for all staff and coached Front Office and Communications teams on daily performance and conducted evaluations to constructively address concerns.
- Appointed Group Liaison for Chinese incentive groups.
- Assisted various departments with change by communicating new improvement plans and expectations.
Education
Bachelor of Business in Hotel Management - Hotel Management
THE HOTEL SCHOOL SYDNEY
Sydney, Australia 02.2006 - 07.2007
Le Cordon Bleu Diplome - Hospitality Management
INTERNATIONAL COLLEGE OF HOTEL MANAGEMENT
Adelaide, Australia 02.2004 - 12.2005
Bachelor of Arts - Political Science
NATIONAL UNIVERSITY OF SINGAPORE
Singapore 07.2000 - 07.2003
Skills
Project Management
undefinedTimeline
Manager, Operations - Projects/Asset Optimisation
Stamford Land
04.2019 - Current
Assistant Manager, Corporate Operations
Far East Hospitality Management
11.2015 - 04.2018
Manager, Groups
Marina Bay Sands
05.2013 - 10.2015
Lecturer
Republic Polytechnic
10.2012 - 03.2013
Regional Revenue Assistant Manager - SE Asia
Hotelbeds
03.2012 - 10.2012
Yield Manager - Bali
Hotelbeds
10.2011 - 03.2012
Front Desk Manager
Marina Bay Sands
04.2011 - 10.2011
Butler Supervisor
Marina Bay Sands
12.2009 - 04.2011
VIP Butler Supervisor
Crown Tower
04.2009 - 12.2009
Corporate Trainee
Park Hyatt Melbourne
01.2008 - 02.2009
Bachelor of Business in Hotel Management - Hotel Management
THE HOTEL SCHOOL SYDNEY
02.2006 - 07.2007
Le Cordon Bleu Diplome - Hospitality Management
INTERNATIONAL COLLEGE OF HOTEL MANAGEMENT
02.2004 - 12.2005
Bachelor of Arts - Political Science
NATIONAL UNIVERSITY OF SINGAPORE
07.2000 - 07.2003
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