Eileen Eng

• Take ownership of customer issues and queries via ticketing process and follow problems through to resolution
• Identify any issues along the process and work with team to resolve
• To collate and feedback issues, improvements to management and development team weekly
• Setting up of Zendesk customer service software
• Create agent accounts in Zendesk
• Set up views
• Customize email templates
• Create categories for ticket classifications
• Macros creation

• Customer Services Management for Canvas
• Pocket money and household expenses app
• Assist with the set-up of CRM service provider (Hubspot)
• Development of processes to improve communication, user experience and customer satisfaction via : Snippets, Templates, Ticket processing
• Assist with the set-up of CRM service provider (Hubspot)
• Take ownership of customer issues and queries via ticketing process and follow problems through to resolution
• Manage the WhatsApp Support line, email inbox and live chat – tracked via CRM ticket process
• Communicate with each new sign-up via phone, WhatsApp, email to assist with the onboarding process and ensure successful sign up and organic growth
• Identify any issues along the process and work with team to resolve
• To collate and feedback issues, improvements to management and development team weekly

PA

• Managing diaries
• General Administrative Support, Collating and filing expenses
• Organising meetings and appointments
• Registration for events, restaurant reservations, making transport, hotel and meeting room bookings
• Checking of emails, flag and print out as reminder to important tasks and approvals
• Printing of meeting materials
• Office Management/Logistics
• Manage contract and price negotiations with office vendors, service providers and office lease
• Monitor and maintain office supplies inventory
• Planning and execution of in-house or off-site company events
• Maintain the office condition and arrange necessary repairs
• Hotel bookings for staff visiting Singapore
• Visa Application for staff visiting Singapore
• Coordinating with freight forwarder and Batam office to ship things to Bawah
• Arranging of local and international courier service
• Mailing of things to overseas guests through local postal service
• Assist in the onboarding process for new hires
• Sourcing and purchasing of new laptop
• Coordinating of IT/printer set-up
• Request for new email address
• Application of IATA number for Bawah Reserve
• Application of trademarks for Bawah Reserve and Elang Private Residence
• Application of ISBN number for books printed

Sales & Marketing

• Collating of all PR agency reports
• Book in and manage all press and trade trips
• Manage feedback for all press and trade trips
• Adding of new media/trade contacts to the CRM system
• Compiling of sales pick-up report
• Manage marketing collateral inventory

• Market, solicit or prospect for productivity projects
• Diagnose, scope and implement productivity packaged solutions for companies
• Crafting of business proposal
• Deliver and manage consultancy projects
• The scope of the projects includes diagnosis to identify areas for improvement, development of an action roadmap, and implementation of solutions
• Project management of associate consultants, solution providers and other resource partners to deliver more complex projects

• Opening team for Tarte (A retail arm of Les Amis Group selling tart)
• Implementation of service standards and standard operating procedures for the front of house service staff for Tarte’s daily operation
• Handled Tarte’s event (Singapore Food Festival and Wine Fiesta)
• Assist with events and reservations at Les Amis Restaurant when needed
• Providing support to the Director of Restaurant which include, reading, monitoring and responding of emails, preparing of correspondence on behalf of the director, arranging appointments, booking of transport and accommodation, liaising with staff, suppliers and guests

• Managed a team of five staff
• Handle catering enquiries and attend to Client's event needs
• Conduct site visits and pre-event planning with Operations and Kitchen departments
• Planning and organizing private/corporate events (Les Amis' VIP private residence dinners, Chopard, Hour Glass, Piaget, Bally, Ralph Lauren, Tory Burch, UOB, Standard Chartered Bank, HSBC Bank, Ministry of Foreign Affairs, SingTel and Moet Hennessy Diageo)
• Creating marketing plans to identify and generate lists of potential banquet users
• Executes these plans in collaboration with the Marketing Department
• Studies, evaluates and proposes improvements for sales opportunities and keep abreast with new catering trends
• Discuss with Chef on a quarterly basis for launch of new menus
• Monitoring the quality of the product and service provided
• Be present during service periods to ensure that excellent levels of service are being delivered to the customers
• Supervising kitchen, catering and waiting staff at functions
• Ensure that all costs and expenditure are within the budgeted levels

• Managing Restaurant’s reservations inclusive of main dining room and private dining rooms
• Managing reservations for special events (World Gourmet Summit - Chef Dieter Kaufmann’s Promotion, L’Embellir’s Promotion and Château Margaux wine dinner)
• Selling of restaurant and private dining rooms for private events
• Planning and organizing of corporate events (Richard Mille’s Opening Dinner, Royal Bank of Scotland’s Annual Dinner, Russia – Singapore Business Forum Dinner, Istana’s Outside Catering, The Link Boutique Luncheon, Cartier’s Appreciation Dinner, Hermès Dinner and Prestige Magazine - Flower Diamond Jewellery Launch)
• Providing administrative support for both Maître d’ and Chef de Cuisine
• Preparing of event orders, menu cards, place cards and manifest
• Co-ordinating and assisting in restaurant’s food and beverage menu changes
• Stationery, collaterals and flower arrangement orders
• Updating of restaurant’s database

• Assisting the Sales & Marketing Manager with the compilation of sales report and concierge referrals report
• Selling of Private Boardrooms and Bar for private events
• Planning and organizing of private events
• Managing the Human Resources aspect of the Restaurant
• Managing Restaurant’s reservations
• Assist with the organizing of Restaurant’s events e.g
• Wine/Liquor events, VIP wine locker events and Concierge Luncheons
• Updating of Restaurant’s collaterals (Menus, check presenters and table tents)
• Compilation of VIP database

• Selling of Hotel’s function space
• Designing of new wedding packages
• Drafting of proposals and contracts
• Doing up banquet event orders to disseminate information internally
• Planning and organizing of events which includes confirmation of event menu, themes for the décor, seating arrangement and floor plan for the event
• Co-organize Wedding Show in November 2006
• Handling the entire wedding portfolio for two months during the absence of a Wedding Catering Sales Manager

• Providing administrative support to a team of 3 Relationships Managers
• Handling of customers’ enquiries
• Processing of investment funds

• Assisting the Assistant Director of Sales with the drafting of proposals and contracts
• Assisting a team of five Conference Planners with the drafting of proposals
• Handling of enquiries for meetings, corporate dinner events and weddings
• Planning and coordinating of internal meetings and training programmes
• Administrative support for the Conference Sales department, monitoring clocking in/out report, tracking and recording of leave applications and requisitions of stationeries

• Air ticketing for all aspects involving flight reservations, ticket purchase, seat and meal request, phone check in, changing of flight dates and routes
• Handling of transfers, taxis, limousines, coaches and ferries
• Arranging of sightseeing tours, both conventional and customized
• Finalist of Concierge of the Year Award

• Handling phone calls of request from guests and dispatch out to fellow colleagues to follow-up
• Co-ordinating with other departments within the hotel to meet guest request
• Processing of incoming and outgoing faxes for guest
• Supervision of a team of attendants, making sure that they are providing standard and efficient services