Summary
Overview
Work History
Education
Skills
Languages
Timeline
Hi, I’m

Fay Teo

Fay Teo

Summary

Encouraging and collaborative team player and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Successfully coordinated and monitored operations across various departments.

Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.



Overview

18
years of professional experience

Work History

ISS Facility Services Pte Ltd

Assistant Manager, Centre of Excellence
09.2016 - Current

Job overview

  • Analyzed and tracked KPIs to improve operations performance.
  • Drive and implemented programmes to improve operational efficiency and performance to achieve high contract renewal rates.
  • Monitored performance to ensure measurable outcome and alignment of performance with company directions.
  • Co-developed and implemented "eInspection systems" to more than 20 sites to measure site operating performance.
  • Conducted audits and inspections to ensure compliance and high performance.
  • Provided reports and outcomes for audits and inspections to management team and customers.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Provided training and support to operations team on company's standards.
  • Supported in sharing all company policies, procedures, and guidelines with the operations team.
  • Facilitated clear communication between employees and upper management through regular meetings and updates.

Far East Management Pte Ltd

Business Centre Manager
03.2014 - 09.2016

Job overview

  • Oversaw and supported all administrative duties in the office and ensure that office is operating smoothly.
  • Managed meeting and conference facilities.
  • Administrative of booking procedure.
  • Managed reception services including welcoming visitors and answering of phone calls and emails.
  • Handled correspondences, complaints, and queries via phone calls and emails.
  • Handled the stock requisition for Business Centre's operational need.
  • Assisted with office layout planning and upgrading works, as well as managing and maintaining IT infrastructure for the office.
  • Provided supervising, training, and coaching for office staff and delegating assignments to ensure maximum productivity.

Orchard Parade Hotel

Front Office Duty Manager
07.2011 - 02.2014

Job overview

  • Managed daily front office operations, ensuring smooth workflow and maximum efficiency among staff members.
  • Streamlined check-in and check-out processes for improved guest experience and reduced wait times.
  • Trained new hires in front office procedures, contributing to a knowledgeable and skilled team in providing professional and friendly customer services for guests.
  • Maintained effective communication between all hotel departments for optimal interdepartmental collaboration and overall operation efficiency.
  • Resolved guest complaints professionally, maintaining a positive hotel reputation and fostering customer loyalty.
  • Handled difficult guests to assist lower-level team members and maintained excellent customer service.
  • Established effective shift scheduling for front office staff, ensuring optimal coverage during peak hours and balanced workloads for team members.
  • Assisted guests with special requests or needs, providing personalized service that exceeded expectations.
  • Created, prepared, and delivered reports to hotel management team.

Marina Mandarin Singapore

Front Office Guest Services Executive
10.2009 - 07.2011

Job overview

  • Enhanced customer satisfaction by providing high level of customer services to guests and VIPs at the club lounge.
  • Assisted in the daily operations of the club lounge to ensure smooth operations.
  • Assisted in the monthly reports of the club lounge.
  • Collaborated with back-office team members to facilitate seamless hotel experience for guests.
  • Increased the number of repeated guests rates through excellent customer service.
  • Trained and guided team members and new hires to maintain high customer service standards at the club lounge.
  • Assisted in scheduling team members for shifts.

Orchard Parade Hotel

Front Office Guest Services Executive
01.2006 - 10.2009

Job overview

  • Ensured a welcoming atmosphere for guests with efficient check-in and check-out procedures.
  • Greeted incoming guests professionally and provided friendly, knowledgeable assistance.
  • Handled incoming calls and emails for reservations and enquiries for hotel rooms.
  • Maintained proper records of guests' details and correspondences.
  • Collaborated with team members for smooth workflow, supporting colleagues during peak hours or absences.
  • Assisted management with simple administrative tasks such as data entry, filing, and report generation as required.

Education

Nanyang Polytechnic

Diploma in Marketing
01.2006

University Overview

Woodlands Ring Secondary School

GCE "O" Level
12.2001

University Overview

Qihua Primary School

PSLE
12.1997

University Overview

Skills

  • Customer Relationship Management
  • Interpersonal Relations
  • Teamwork and Collaboration
  • Team Motivation
  • Staff Management
  • Scheduling and Coordinating
  • Administration and Reporting
  • MS Office
  • Opera system

Languages

English
Advanced (C1)
Chinese (Mandarin)
Upper intermediate (B2)

Timeline

Assistant Manager, Centre of Excellence
ISS Facility Services Pte Ltd
09.2016 - Current
Business Centre Manager
Far East Management Pte Ltd
03.2014 - 09.2016
Front Office Duty Manager
Orchard Parade Hotel
07.2011 - 02.2014
Front Office Guest Services Executive
Marina Mandarin Singapore
10.2009 - 07.2011
Front Office Guest Services Executive
Orchard Parade Hotel
01.2006 - 10.2009
Nanyang Polytechnic
Diploma in Marketing
Woodlands Ring Secondary School
GCE "O" Level
Qihua Primary School
PSLE
Fay Teo