Joanna Lee

• Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
• Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
• Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
• Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
• · Conceptualise and develop events and programming, aligned to Bintan Resorts’ brand values and meet commercial targets.
• · Identify, develop, and bring in strategic partnerships with event partners and brands aligned to Bintan Resorts’ brand values, to enhance offerings' variety and value proposition.
• · Project administration and management of workflow
• · Plan and supervise the execution of various events and programming to increase attendance and improve guest experience as well as brand awareness.
• · Monitor and analyze all media coverage/reports and campaigns to ensure targets are met
• · Actively assist in daily marketing activities within the organization, including site inspections, attending overseas tradeshows, and any markets assigned.
• Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
• Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
• Organized and attended trade shows, conferences, and networking events to expand company visibility within the industry.

• Evaluated employee performance regularly and set individualized goals aimed at improvement while recognizing achievements.
• Achieved consistent growth in annual sales figures through strategic planning and execution of initiatives.
• Developed comprehensive sales plans for achieving annual targets and driving business growth.
• Organized and attended trade shows, conferences, and networking events to expand company visibility within the industry.
• Collaborated with various departments to develop new products and services tailored to customer needs.
• Championed collaboration between internal departments including marketing, operations, finance or HR; effectively bridging gaps for seamless sales execution.
• Monitored industry trends and competitor activity, adjusting strategies as needed to maintain a competitive edge.
• Assessed client feedback regularly in order to make necessary adjustments or enhancements within the department''s approach.
• Presented product demonstrations to prospective clients, showcasing unique features and benefits of offerings.
• Optimized the sales pipeline by identifying bottlenecks within processes and implementing improvements accordingly.
• Mentored junior sales staff members, providing guidance on best practices and professional development opportunities.
• Implemented successful lead generation campaigns that resulted in increased prospect inquiries and conversions.
• Managed a team of sales professionals, providing ongoing training and support to ensure high performance levels.
• Conducted market research to identify potential leads, focusing on targeted outreach efforts.
• Oversaw key account management, building lasting relationships with clients to secure repeat business.
• Increased sales revenue by implementing effective marketing strategies and fostering strong client relationships.
• Coordinated cross-functional teams for delivering proposals tailored to specific client requirements.
• Established strong working relationships with external partners such as distributors or suppliers to enhance overall service offerings.
• Negotiated contracts with clients, ensuring mutually beneficial terms were agreed upon.
• Achieved sales goals and service targets by cultivating and securing new customer relationships.
• Managed team of sales representatives, providing guidance, coaching and support.
• Established pricing strategies to maintain competitive pricing and maximize profits.
• Connected with prospects through trade shows, cold calling and local-area networking.
• Established ambitious sales targets, managed deployment strategies, and developed go-to-market plans to capitalize on every revenue opportunity.
• Collaborated with marketing teams to help sales campaigns reach target audiences.
• Built relationships with customers and community to establish long-term business growth.
• Collaborated with upper management to implement continuous improvements and exceed team goals.
• Resolved problems with high-profile customers to maintain relationships and increase return customer base.
• Managed accounts to retain existing relationships and grow share of business.
• Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
• Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
• Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
• Prepared sales presentations for clients showing success and credibility of products.
• Compiled and analyzed data to determine approaches to improve sales and performance.
• Organized promotional events and interacted with community to increase sales volume.
• Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
• Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.

• Balanced daily cash transactions, accurately maintaining financial records for the front office department.
• Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
• Organized weekly team meetings to address challenges, review progress, and set goals for continuous improvement.
• Managed room inventory to optimize revenue opportunities during high-demand periods.
• Implemented new procedures for handling guest complaints, resulting in increased customer satisfaction ratings.
• Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
• Oversaw group reservations, working closely with event planners and sales teams to accommodate special requests as needed.
• Ensured accurate billing procedures were followed consistently by front desk staff members.
• Drafted employee work schedules to fill coverage gaps.
• Maintained confidentiality of sensitive information pertaining to guests, employees, or hotel operations.
• Increased repeat business through personalized guest interactions and exceptional service delivery.
• Coordinated with sales and marketing teams to promote hotel services, special offers, and events to potential customers.
• Encouraged and mentored employees to boost performance and remove process inefficiencies.
• Improved team performance by providing regular training on customer service techniques and hotel policies.
• Served as floating manager-on-duty, MOD, to cover shift shortage.
• Provided support to the Front Office Manager during peak times or staff absences, ensuring consistent management presence at all times.
• Boosted efficiency by monitoring employee performance closely and providing constructive feedback when necessary.
• Reduced wait times during busy hours by implementing effective strategies for managing guest flow throughout the lobby area.
• Streamlined check-in and check-out processes for a smoother guest experience.
• Trained new-hires on [type] procedures to better service customers.
• Recommended strong business plans, operational decisions and financial processes to support business sustainability.
• Coached employees through day-to-day work and complex problems.
• Reconciled end-of-day reports to determine accurate billing and payment processing.
• Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
• Developed procedures to establish accurate and organized check-in and check-out processes.
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
• Improved office operations by automating client correspondence, record tracking and data communications.

• Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
• Organized weekly team meetings to address challenges, review progress, and set goals for continuous improvement.

Implemented new procedures for handling guest complaints, resulting in increased customer satisfaction ratings.

• Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
• Acted as point of contact for vendor collaboration for contracted services.
• Maintained confidentiality of sensitive information pertaining to guests, employees, or hotel operations.
• Increased repeat business through personalized guest interactions and exceptional service delivery.
• Spearheaded initiatives that improved overall communication between different departments within the hotel property.

Encouraged and mentored employees to boost performance and remove process inefficiencies.

• Improved team performance by providing regular training on customer service techniques and hotel policies.
• Boosted efficiency by monitoring employee performance closely and providing constructive feedback when necessary.
• Protected staff and customers and minimized legal issues by quickly resolving safety issues.
• Created training modules in partnership with HR for new hires.
• Streamlined check-in and check-out processes for a smoother guest experience.
• Trained new-hires on [type] procedures to better service customers.
• Recommended strong business plans, operational decisions and financial processes to support business sustainability.
• Coached employees through day-to-day work and complex problems.

Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.

• Created, prepared, and delivered reports to various departments.
• Developed procedures to establish accurate and organized check-in and check-out processes.

• Reduced wait times for callers, promptly answering phone lines and directing calls as needed.
• Maintained clean reception area to promote positive, professional environment for clients.
• Ensured a welcoming atmosphere for guests with efficient check-in and check-out procedures.
• Maintained a high level of professionalism while handling sensitive customer information, ensuring privacy and confidentiality.
• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Collaborated with team members for smooth workflow, supporting colleagues during peak hours or absences.
• Contributed to the company''s positive image by consistently delivering exceptional service to clients and visitors.
• Directed incoming calls to internal personnel and departments, routing to best-qualified department.
• Answered multi-line phone system and enthusiastically greeted callers.
• Identified visitors' needs to offer solutions and information.
• Provided clerical support to company employees by copying, faxing, and filing documents.
• Assisted management with administrative tasks such as data entry, filing, and report generation as required.
• Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
• Offered every visitor professional and prompt service, completing check-ins, verifying paperwork and coordinating smooth hand-offs to nursing staff.
• Organized incoming mail distribution system that streamlined delivery of important documents among employees.
• Increased efficiency through proficient use of office software, including word processing and spreadsheet applications.
• Developed strong relationships with clientele through excellent communication skills and genuine attentiveness to their needs.
• Streamlined front office operations by effectively managing appointments and maintaining up-to-date patient records.
• Handled payments efficiently using company''s billing software which contributed to improved financial record keeping.
• Participated in regular training sessions to stay up-to-date with company policies and industry best practices, ensuring consistent adherence to established guidelines.
• Demonstrated adaptability in accommodating last-minute changes or emergencies in appointment scheduling without compromising overall efficiency.
• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Completed all tasks in compliance with company policies and procedures.
• Maintained confidentiality of sensitive data to protect customer and business information.
• Collected room deposits, fees, and payments.
• Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.