Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Jeannie Lau

Summary

Dynamic General Manager with a proven track record at First Contact Services Pte Ltd, excelling in operations management and team leadership. Spearheaded innovative strategies that boosted employee retention and enhanced customer loyalty. Expert in budget administration and relationship building, driving organizational growth through effective training and development initiatives.

Professional managerial candidate with deep understanding of operational excellence and team leadership. Proven ability to drive growth and enhance productivity through strategic planning and effective resource management. Emphasizes collaboration and adaptability to meet organizational goals, showcasing excellent problem-solving and decision-making abilities.

Professional leader with comprehensive experience in driving operational excellence and strategic growth. Proven track record of fostering team collaboration and achieving impactful results in dynamic environments. Skilled in navigating complex challenges, optimizing processes, and cultivating positive workplace cultures. Known for adaptability, effective communication, and strong decision-making abilities.

Diligent [Desired Position] with solid background in managing daily operations and driving team performance. Successfully led various projects, ensuring seamless execution and improved operational efficiency. Demonstrated strategic planning and effective communication skills.

Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Overview

10
10
years of professional experience

Work History

General Manager, Workplace Services

First Contact Services Pte Ltd
04.2019 - 05.2024
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
  • Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
  • Formulated policies and procedures to streamline operations.
  • Implemented operational strategies and effectively built customer and employee loyalty.
  • Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
  • Managed budget implementations, employee evaluations, and contract details.
  • Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
  • Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
  • Implemented robust inventory management systems to optimize stock levels and minimize waste/costs associated with excess product storage.
  • Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
  • Spearheaded development of new market strategy, significantly enhancing brand recognition and customer base with innovative advertising campaigns.
  • Cultivated strategic partnerships with industry leaders, enhancing brand credibility and access to new customer segments.
  • Expanded business operations into international markets, navigating regulatory environments and cultural differences for successful entry.
  • Led team to exceed sales targets, implementing motivational incentives and comprehensive training programs.
  • Fostered culture of continuous improvement, introducing regular review sessions that boosted team performance and morale.
  • Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
  • Drove the successful execution of numerous large-scale events/promotions while closely managing costs/budgetary constraints associated with event planning/management activities.
  • Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
  • Developed and executed comprehensive employee training program, elevating staff skills and improving service delivery.
  • Streamlined inventory management processes, minimizing waste and ensuring optimal stock levels for uninterrupted operations.
  • Boosted employee retention by developing comprehensive benefits package and fostering positive work environment.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.

Director of Rooms and ESPA

Resort World Sentosa
05.2018 - 12.2018
  • Spearheaded renovation projects that modernized facilities while preserving the property''s unique character.
  • Oversaw hotel administrative processes, training staff and monitoring budgets for proper planning, compliance and organization.
  • Provided training and oversight for large temporary workforce, implementing standardized professional development opportunities and thoughtful leadership protocol to maximize productivity and employee satisfaction.
  • Optimized staffing levels during peak periods to maintain high-quality service without inflating labor costs.

Resorts Manager

Soneva Jani
08.2016 - 04.2018
  • Championed sustainable practices throughout resort operations to minimize environmental impact and enhance eco-friendly reputation.
  • Enhanced guest satisfaction by implementing personalized services and addressing individual needs.
  • Negotiated contracts with suppliers effectively, securing competitive pricing on products and services required for resort operations.
  • Conducted market research to identify emerging trends and adapt the resort''s offerings accordingly.

Front Office Manager

Holiday Inn Kandooma
08.2014 - 07.2016
  • Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
  • Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
  • Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
  • Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
  • Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
  • Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
  • Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
  • Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.

Education

Diploma - DIploma in Hospitality And Tourism

ERC Insitute
Singapore
01-2008

Skills

  • Leadership and team building
  • Problem resolution
  • Operations management
  • Team player
  • Team leadership
  • Staff management
  • Efficient multi-tasker
  • Effective leader
  • Training and coaching
  • Customer relations
  • Training and development
  • Relationship building
  • Customer relationship management
  • Administrative skills
  • P&L management
  • Client relations
  • Process improvements
  • Project management
  • Workflow planning
  • Exceptional interpersonal communication
  • Interpersonal skills
  • Organizational development
  • Quality management
  • Budget administration
  • Vendor negotiations

Languages

English
Bilingual or Proficient (C2)
Chinese (Mandarin)
Bilingual or Proficient (C2)
Chinese (Cantonese)
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Indonesian
Bilingual or Proficient (C2)

Timeline

General Manager, Workplace Services

First Contact Services Pte Ltd
04.2019 - 05.2024

Director of Rooms and ESPA

Resort World Sentosa
05.2018 - 12.2018

Resorts Manager

Soneva Jani
08.2016 - 04.2018

Front Office Manager

Holiday Inn Kandooma
08.2014 - 07.2016

Diploma - DIploma in Hospitality And Tourism

ERC Insitute

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