Football
Gregory Chiew
Hospitality Management
Summary
A highly efficient and results-oriented professional with experience in hospitality operations, skilled in leading teams and optimizing operations. Seeking a challenging role to utilize leadership and efficiency skills for improving operations.
Overview
4
4
years of professional experience
1
1
year of post-secondary education
3
3
Certifications
Work History
Guest Service Executive
Oasia Resort Sentosa
11.2021 - Current
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Planned and implemented promotional activities to increase customer satisfaction.
- Coached and developed associates to improve soft skills and recovery techniques.
- Restructured lines of communication with housekeeping to make sure guests were satisfied with timeliness and quality of housekeeping services.
- Surveyed guests to check for areas in need of improvement.
- Handled customer complaints to satisfy and retain guests.
- Scheduled and confirmed restaurant reservations for guests.
- Assisted with luggage handling, valet services and concierge services.
- Covered duty manager responsibilities and led a team to flawlessly execute operations.
- Acted as a room controller, providing support to the team.
- Managed administrative work to execute events and operations smoothly.
Guest Experience Specialist
Resorts World Sentosa
02.2020 - 09.2021
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Participated in hotel reopening and drafted to support other hotels within RWS.
- Processed guest check-ins and check-outs following procedures for fast turnover.
- Assisted guests with luggage and provided directions to rooms to enhance customer service.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
Waiter/Food Runner
The Ritz-Carlton, Millenia Singapore
02.2019 - 12.2019
- Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
- Folded napkins and prepared silverware sets to provide adequate supply for host station.
- Used cash registers and credit card machines to cash out customers.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Maintained customer satisfaction by clarifying questions about orders and specialty items.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Collaborated with kitchen staff to facilitate prompt and accurate food preparation.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Bussed tables during busy periods to assist staff and quickly turn over tables.
- Upsold appetizers, drinks and desserts to increase restaurant profits.
- Processed orders and sent to kitchen employees for preparation.
- Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
- Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
Education
Bachelor of Science - International Tourism And Hospitality Management
Management Development Institute of Singapore
Singapore 02.2019 - 12.2019
Skills
Quality improvement leadership
undefinedCertification
Managing Guest Feedback
Interests
Gaming
Timeline
Guest Service Executive
Oasia Resort Sentosa
11.2021 - Current
Guest Experience Specialist
Resorts World Sentosa
02.2020 - 09.2021
Waiter/Food Runner
The Ritz-Carlton, Millenia Singapore
02.2019 - 12.2019
Bachelor of Science - International Tourism And Hospitality Management
Management Development Institute of Singapore
02.2019 - 12.2019
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