Fong Ying Chan
Summary
At Worldwide Hotels Group, I spearheaded front office operations, significantly enhancing customer satisfaction and operational efficiency. My expertise in computer skills and relationship building, coupled with a knack for swiftly resolving guest complaints, led to streamlined processes and improved team productivity. Adept at multitasking, I consistently delivered exceptional guest experiences, fostering strong customer relationships.
Overview
11
11
years of professional experience
Work History
Senior Front Office Executive
Worldwide Hotels Group
01.2013 - 08.2023
- Handled guest complaints professionally, resolving issues quickly to maintain high levels of customer satisfaction.
- Managed inventory of supplies for front office operations, maintaining adequate stock levels and minimizing waste.
- Trained new staff members on company policies and procedures, ensuring consistent service delivery across the team.
- Increased efficiency within the front office team by introducing time-saving procedures and tools for daily tasks.
- Streamlined check-in and check-out processes for improved efficiency, resulting in reduced wait times for guests.
- Collaborated with housekeeping and maintenance departments to ensure guest rooms were clean and well-maintained, enhancing overall guest experience.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer inquiries in a timely manner.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
Education
People And Relationship Management -1
SSA ACADEMY PTE. LTD.
SINGAPORE12.2023
Adapt To Change -1
SSA ACADEMY PTE. LTD.
Singapore12.2023
Continuous Process Improvement -2
SSA ACADEMY PTE. LTD.
Singapore12.2023
Provide GEMS Service
Service Quality Centre Pte Ltd
Singapore10.2012
GCE 'N' LEVEL -
Jurongville Secondary School
Singapore2003
PRIMARY SCHOOL LEAVING EXAMINATION -
Yung An Primary School
Singapore1999
Skills
- Effective Time Management
- Relationship Building
- Multitasking and Time Management
- Fast Learner
- Customer Service
- Customer relations and communications
- Microsoft Office
- Confidentiality and Data Protection
- Employee Communications
- Microsoft Excel
- Social media knowledge
- High Volume Phone Inquiries
- Computer Proficiency
- Customer Relations
- Problem-solving abilities
- Payment handling
- Guest Reception
- Computer Skills
- Teamwork and Collaboration
- Phone and Email Etiquette
- Guest Registration
- Front Desk Management
Timeline
Senior Front Office Executive
Worldwide Hotels Group
01.2013 - 08.2023
People And Relationship Management -1
SSA ACADEMY PTE. LTD.
Adapt To Change -1
SSA ACADEMY PTE. LTD.
Continuous Process Improvement -2
SSA ACADEMY PTE. LTD.
Provide GEMS Service
Service Quality Centre Pte Ltd
GCE 'N' LEVEL -
Jurongville Secondary School
PRIMARY SCHOOL LEAVING EXAMINATION -
Yung An Primary School
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