FRANCIS SHOO
Hospitality Professional
Summary
Experienced Hospitality background bringing 11 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
12
12
years of professional experience
1
1
year of post-secondary education
4
4
Certifications
Work History
Front Desk Manager
JW Marriott Hotel Singapore South Beach
SOUTH BEACH
02.2016 - 04.2022
- Roles consist of being one of the Hotel’s Duty Managers, ensuring that all guests feedback are acted upon and resolved in a timely manner, crisis management and representing the Hotel's Leadership Team in their absence.
- Checked guests in out of hotel, made reservations and processed payments.
- Provided services efficiently and with high level of accuracy.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Coordinated with other departments to meet all guests needs are met.
- Monitored front desk staffing hours and scheduled weekly employee shifts.
Guest Service Executive
Pan Pacific Singapore
01.2013 - 01.2016
- Roles consist of being the Front Office Shift Supervisor, a key driver for both the Front Office up- selling, loyalty programs enrolment and section trainer.
- Coached and developed associates to improve soft skills and recovery techniques.
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
- Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy.
- Achieved one of the Top 15 Finalist in the 2014 Hotel Receptionist of the Year Competition organized by the Association of Rooms Division Executives, Singapore.
Management Trainee
Britannia International Hotel
LONDON
01.2012 - 01.2013
- A 6 months management training program in the capacity of a Shift Supervisor.
- Key projects consisted of assisting the Hotel with the migration, integration and trainings towards a new Property Management System.
- Assisted established management staff with operational oversight, business development and process improvement strategies.
- Established internal databases and record management systems to enhance accuracy and integrity of documentation and data.
Guest Service Agent
The Palace Downtown Dubai
DUBAI
01.2009 - 01.2011
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Maintained consistent positive customer feedback.
- Provided guest assistance and recommendations for tourist attractions.
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
Education
Bachelor of Arts - Hospitality Management
University of Derby
01.2012 - 01.2013
Higher Diploma - Hospitality Management
Swiss Hotel ManagementSchool
Switzerland 04.2001 -
Skills
Hospitality service expertise
Complaint management
Employee appraisals
Employee training
VIP experience
First Aid/CPR
Certification
Driving License (Class 3A)
Timeline
Front Desk Manager
JW Marriott Hotel Singapore South Beach
02.2016 - 04.2022
Guest Service Executive
Pan Pacific Singapore
01.2013 - 01.2016
Bachelor of Arts - Hospitality Management
University of Derby
01.2012 - 01.2013
Management Trainee
Britannia International Hotel
01.2012 - 01.2013
Guest Service Agent
The Palace Downtown Dubai
01.2009 - 01.2011
Higher Diploma - Hospitality Management
Swiss Hotel ManagementSchool
04.2001 -