Wei Jia Dione Hang
Summary
As a results-driven professional, I bring a unique combination of experience from the FnB service industry and the information technology sector. My strong expertise in customer service and team leadership is complemented by a solid technical proficiency. I have a proven track record of managing projects effectively, delivering exceptional service, and driving successful outcomes, even in high-pressure situations. My skill set includes leveraging technology to streamline operations, boost efficiency, and elevate user experiences. With excellent communication, adept problem-solving, and a highly adaptable approach, I am eager to apply this distinctive blend of skills and experiences to make a significant contribution to a dynamic organization.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Lounge Ambassador
P-Serv Pte Ltd
05.2024 - Current
- Managed Front of House (FOH) operations, ensuring efficient guest check-ins and prompt response to inquiries at Changi Lounge.
- Conducted Bar and Back of House (BOH) responsibilities, expertly taking food orders and providing guidance on dietary restrictions.
- Served as a knowledgeable resource for general inquiries, offering assistance with terminal navigation, logistics, and airline information.
Guest Relations Manager
The Other Room Pte Ltd
02.2023 - 03.2024
- Expertly managed guest reservations and inquiries utilizing advanced reservation systems such as Sevenrooms, Chope, and our proprietary CRM platform.
- Systematically gathered and analyzed guest feedback to enhance the bar's performance and customer satisfaction.
- Successfully resolved intricate guest complaints, achieving a remarkable 95% guest retention rate.
Outlet Manager
The Other Roof Pte Ltd
06.2022 - 02.2023
- versee the daily operations of a high-volume bar, managing a team of members and ensuring smooth service delivery.
- Oversee end-to-end event planning operations, including concept development, budgeting, vendor management and on-site coordination.
- Procurement and sourcing of Bar’s equipment, consumables and ingredients.
- Train, schedule and motivate bar staff, fostering a positive and cohesive work environment.
- Develop and implement standard operating procedures, ensuring consistency in service quality, inventory management and safety protocols.
- Drive revenue growth through strategic promotions, upselling techniques and effective cost control measures.
- Monitor sales performance, analyze trends and implement strategies to maximize profitability and meet financial targets.
- Maintain inventory levels and control costs by implementing efficient ordering, stock rotation and waste reduction practices.
- Foster a customer-centric culture by engaging with guests, addressing feedback and resolving service issues promptly and professionally.
- Ensure compliance with health and safety regulations, conducting regular inspections and staff training to maintain a safe environment.
ESG Zone IC
Enterprise Singapore
01.2021 - 06.2022
- Implemented and managed safe distancing strategies within designated zone to prevent the spread of infectious diseases.
- Conducted regular inspections and audits to ensure compliance with safe distancing guidelines.
- Collaborated with cross-functional teams, including security personnel, facility management, and health authorities, to develop and refine safety protocols.
- Monitored and addressed any instances of non-compliance or unsafe behavior promptly and effectively.
- Developed and distributed informational materials, including brochures and posters, to raise awareness about safe distancing measures.
- Acted as a point of contact for public inquiries and concerns regarding safe distancing protocols, providing accurate and helpful information.
- Prepared regular reports documenting compliance levels, incidents, and recommendations for improvement to enhance safety measures.
SDA Mall IC
Simply Toys Retail Pte Ltd
04.2020 - 01.2021
- Educate and advise the members of public to adhere to SD Measures (SDM) in the shopping malls.
- Provided on-site training and education sessions to staff members and visitors regarding safe distancing practices and the proper use of personal protective equipment (PPE).
- Educate and assist the establishments to comply to SD Measures (SDM) in the shopping malls.
- Updating and reporting ground situation, taking photos of the ground situation and submitting relevant forms to Enterprise Singapore.
Senior Associate Manager
OrangeTee and Tie Pte Ltd
03.2018 - 09.2021
- Develop and execute comprehensive sales strategies to achieve monthly and annual sales targets.
- Conduct market research and analysis to identify prospective clients and target properties.
- Collaborate with clients to understand their needs, preference, and financial capabilities.
- Provide accurate and detailed property information, including market analysis, pricing, and comparative market reports.
- Prepare and present offers, negotiate contracts, and facilitate smooth transactions.
- Coordinate property showings, open houses, and clients’ meetings to promote listings.
- Utilize online platforms, social media, and email marketing campaigns to generate leads and expand client base.
- Maintain regular communication with clients, attorneys, mortgage brokers, and other stakeholders to ensure a seamless sales process.
- Stay up-to-date with industry trends, legal requirements and changes in local real estate regulations.
General Manager
H.I.M. Holdings Pte Ltd
12.2002 - 12.2017
- Expertly manage all facets of Japanese restaurant operations, encompassing menu development, cost analysis, team leadership, inventory oversight, customer satisfaction, and financial oversight.
- Lead talent acquisition and development for a robust staff of over 20, nurturing a dynamic work culture and high employee engagement.
- Execute strategic procurement for restaurant and office necessities, including equipment, supplies, ingredients, and maintenance services.
- Craft and enforce operational protocols, quality benchmarks, and customer service standards to elevate operational efficiency and guest experience.
- Spearhead IT initiatives that align with corporate goals, integrating POS systems with inventory, CRM, and essential software solutions.
- Propel revenue growth through innovative marketing campaigns, upselling initiatives, and customer loyalty programs.
- Analyze financial metrics, leveraging tools like Excel, PowerPoint, and Access to refine sales strategies and manage costs for optimal profitability.
- Ensure strict adherence to health and safety regulations, maintaining impeccable standards for workplace and customer well-being.
- Cultivate and maintain strategic supplier partnerships, negotiating contracts that guarantee quality and cost efficiency.
- Investigate and perfect Franchise operations manuals, ensuring thorough development and successful implementation.
Senior Systems Specialist
TX123 Pte Ltd (Subsidiary of SCS)
06.2000 - 07.2002
- Managing sophisticated eCommerce platforms, ensuring robust performance and reliability.
- Demonstrated proficiency in troubleshooting, achieving optimal system availability with minimal downtime.
- Adept at performance analytics, driving system improvements through strategic enhancements.
- In-depth understanding of eCommerce technologies, including software, databases, and network infrastructure.
- Accomplished in project leadership, steering cross-functional teams to successful system upgrades.
- Innovative problem-solver, known for advancing system capabilities with creative solutions.
- Exceptional communicator, adept at partnering with various stakeholders to achieve business objectives.
- Meticulous attention to detail, upholding data integrity and adhering to stringent security protocols.
- Collaborative team player, working with developers, designers, and marketers on product rollouts and system integrations.
- Project management expert, from scoping to execution, ensuring project deliverables are met on schedule.
- Creator of comprehensive system documentation, establishing clear guidelines for operation and maintenance.
- Mentor and trainer for junior staff, instilling best practices in system administration and management.
- Established and optimized Contact Call Centre operations, developing and implementing effective SOPs.
Software Implementation Specialist
MCSB Systems (S) Pte Ltd
03.1999 - 06.2000
- Manage end-to-end software implementation projects, ensuring successful deployment and adoption of software solutions.
- Collaborate with clients to understand their requirements, business processes, and system configurations.
- Configure software applications based on client needs, performing data mapping and integration tasks.
- Conduct user acceptance testing, identify and resolve system issues, and facilitate smooth software rollout.
- Develop and deliver training sessions and user documentation to enable clients to effectively use the software.
- Collaborate with cross-functional teams, including developers, quality assurance engineers, and support staff, to ensure seamless project execution.
- Provide ongoing support to clients’ post-implementation, addressing inquiries, resolving issues, and managing change requests.
- Monitor project progress, track key milestones, and communicate updates to stakeholders.
- Identify and mitigate project risks, proactively addressing challenges and ensuring project delivery within budget and timeline.
Project Manager
PCSoft Singapore Pte Ltd
12.1995 - 03.1999
- Lead and manage the end-to-end software development lifecycle for multiple projects, for customised software, eg. HR, Payroll, Warehousing, Accounting and Shipping and ensuring successful delivery on time and within budget.
- Collaborate with stakeholders to define project scope, objectives, and deliverables, ensuring alignment with business goals.
- Develop detailed project plans, including timelines, resource allocation, and dependencies.
- Coordinate and motivate cross-functional teams, including developers, QA engineers, designers, and other stakeholders, ensuring effective communication and collaboration.
- Track project progress, monitor key milestones, and implement corrective actions to address deviations from the project plan.
- Conduct regular project status meetings, providing timely updates to stakeholders and addressing any concerns or issues.
- Manage project budgets, forecasts, and resource utilization, ensuring efficient allocation of resources and adherence to financial targets.
- Identify and mitigate project risks, proactively addressing challenges and implementing contingency plans as needed.
- Implement and enforce best practices, coding standards, and quality assurance processes to ensure high- quality software deliverables.
- Foster a culture of continuous improvement, facilitating lessons learned sessions and implementing process enhancements.
EDP Executive - IT Discovery
Challenger Technologies Pte Ltd
09.1994 - 03.1995
- Managing and troubleshooting IT infrastructure, ensuring optimal system performance and data integrity.
- Proficient in analyzing business requirements, designing system solutions, and managing project implementation.
- Overseeing system security, implementing disaster recovery plans, and ensuring compliance with data protection regulations.
- Excellent leadership and team management abilities, fostering a collaborative and high-performance work environment.
- Strong analytical and problem-solving skills, with a track record of identifying and resolving complex technical issues.
- Effective communication and stakeholder management skills, collaborating with cross-functional teams and executives to drive successful outcomes.
Analyst Programmer
Professional Software Systems Pte Ltd
12.1991 - 06.1994
- Gather user requirements, analyze system specifications, and design software solutions that meet business objectives.
- Develop high-quality code using Clipper, dBase and following coding standards and best practices.
- Conduct thorough testing, debugging, and quality assurance to ensure software functionality and performance.
- Collaborate with cross-functional teams, including business analysts and designers, to ensure successful project outcomes.
- Conduct system analysis and provide recommendations for process improvements, scalability, and performance optimization.
- Develop and maintain technical documentation, including system designs, specifications, and user manuals.
- Provide technical support to clients, troubleshooting issues and delivering timely resolutions.
- Stay updated with emerging technologies, programming languages, and industry best practices to drive continuous improvement.
Education
Bachelor of Science - Psychology
SIM-OUUK
Singapore12.2004
No Degree - Computer Studies
Comsertrac
Singapore12.1994
No Degree - Diploma in Computer Studies
Informatics School of Computing
Singapore07.1991
Skills
- Customer Service and Engagement
- Product and Service Promotion
- Social Media Management
- Revenue Generation
- Event Coordination
- Business Development
- Research and analysis
- Protocol adherence
- Trend Analysis
- Self Motivation
- Report Writing
- Technical Issue Troubleshooting
- Corporate Events Planning
- Professionalism
- Continuous Improvement
- Adaptability and Flexibility
- Promotions and Advertising
- Community Relationship Building
- Decision-Making
- Organizational Skills
- Social Media Monitoring
- Interpersonal Communication
- Goal Setting
- Active Listening
- Contact Database Management
- Crisis Management
- Team Development
- Information gathering and analysis
- Multitasking
- Project Management
- Problem-solving abilities
- Time Management
- Strategy Development
Certification
- WSQ Food Safety and Hygiene 1
- JOMAN (Job of Manager) for Digital Logistics (Synchronous E-learning)
- Certified Behaviour Consultant
Languages
English
Bilingual or Proficient (C2)
Chinese (Cantonese)
Bilingual or Proficient (C2)
Chinese (Mandarin)
Bilingual or Proficient (C2)
Reference
Teresa Lim
5 on 25 Restaurant - Andaz Hotel
93628537
Claudia Koh
Breadtalk Pte Ltd
89229414
Timeline
Lounge Ambassador
P-Serv Pte Ltd
05.2024 - Current
Guest Relations Manager
The Other Room Pte Ltd
02.2023 - 03.2024
Outlet Manager
The Other Roof Pte Ltd
06.2022 - 02.2023
ESG Zone IC
Enterprise Singapore
01.2021 - 06.2022
SDA Mall IC
Simply Toys Retail Pte Ltd
04.2020 - 01.2021
Senior Associate Manager
OrangeTee and Tie Pte Ltd
03.2018 - 09.2021
General Manager
H.I.M. Holdings Pte Ltd
12.2002 - 12.2017
Senior Systems Specialist
TX123 Pte Ltd (Subsidiary of SCS)
06.2000 - 07.2002
Software Implementation Specialist
MCSB Systems (S) Pte Ltd
03.1999 - 06.2000
Project Manager
PCSoft Singapore Pte Ltd
12.1995 - 03.1999
EDP Executive - IT Discovery
Challenger Technologies Pte Ltd
09.1994 - 03.1995
Analyst Programmer
Professional Software Systems Pte Ltd
12.1991 - 06.1994
Bachelor of Science - Psychology
SIM-OUUK
No Degree - Computer Studies
Comsertrac
No Degree - Diploma in Computer Studies
Informatics School of Computing
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