Jolene Kiong
Administrator Travel & Services
Summary
Proactive and goal-oriented professional with more than 5 years of travel related experience in fast-paced, team based environment. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
11
11
years of professional experience
2
2
Languages
Work History
Administrator Travel & Services
MISC Marine (Singapore) Pte Ltd
02.2023 - Current
- Handled travel arrangements, such as flight bookings per month, land transport arrangements, hotel reservations, business travel insurance, data roaming activation, and visa applications for company staff and management.
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company travel policy.
- Managed office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending. E.g., business cards, employees' nameplates, and company stamps.
- Established an organized filing system for travel that streamlined document retrieval and reduced misplaced files.
- Processed travel invoices on the Coupa system and raised PO for land transport arrangement.
- Managed company corporate apartment - monitor and ensure that amenities are stocked up regularly. Liaise with the cleaning and maintenance company to arrange cleaning and servicing at the apartment when necessary.
- Handled company office and corporate phone bills monthly by processing the invoices on the Coupa system.
- Record individual's number of travel arrangements in Excel and submit to line manager monthly.
- Managed room set up and arranged refreshments for corporate events, such as town hall meetings, management meetings, and celebrations of Chinese New Year, etc.
- Improved productivity with effective time management strategies for daily tasks.
Customer Service Executive (Ticketing and Sales)
Xiamen Airlines
05.2019 - 02.2023
- Processed flight booking and provided customers and travel agents with detailed itineraries, tickets, and receipts.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Assisted customers and travel agents to change flight date through phone calls/face to face.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues. Eg: Delayed and flight cancellation.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as a last resort to maintain customer satisfaction.
- Provided information to customers regarding loyalty program and helped to open and activate new accounts.
- Liaised with customers, travel agents, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Cleared flights on systems - extract bookings and email/call customers to conduct Covid-19 surveys for pre-departure. (e.g., Vaccination date)
- Followed up on last-minute cancellations by contacting customers and reporting to the General Manager weekly.
- Collect flight data, create summary figures, and submit them to the manager monthly.
Hotel Front Desk (Intern)
Global Premium Hotels Limited
09.2018 - 02.2019
- Greeted guests at the front desk and engaged in pleasant conversations while managing the check-in process.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Entered customer data using hotel system and updated information whenever guests changed rooms.
- Acquired in-depth knowledge of the surrounding area to provide guests with information about dining options, entertainment, and activities.
- Recommended attractions and sell tickets to in-house guests.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Assisted in maintaining a clean, organized, and welcoming lobby area for guests.
- Assisted guests during emergencies or unexpected situations calmly, while adhering to safety protocols.
- Calculated billings and posted charges to room accounts, reviewing all charges with guests at checkout.
- Resolved customer complaints and concerns with professionalism and empathy.
- Managed phone lines, directing calls to appropriate departments, and taking accurate messages.
- Processed reservation requests efficiently using hotel management software systems.
Guest Relations Officer (Intern)
JetQuay Pte Ltd
10.2015 - 02.2016
- Managed VIP guest relations, ensuring exceptional service levels were met at all times.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Greeted guests upon arrival, offered assistance, and escorted them to the CIP Lounge or departure gate for boarding aircraft.
- Collaborated with outside departments to manage the arrival of celebrities and ensure their safety while escorting the guests. Eg; CAG
- Consistently offered personalized recommendations for guest activities based on detailed conversations with clients upon arrival.
- Surveyed guests to check for areas in need of improvement.
- Maintained consistent positive customer feedback.
- Handle baggage and check-in formalities in the CIP Lounge.
- Answered guest inquiries and provided information regarding lounge services and amenities.
Operation (Intern)
WRS River Safari
01.2014 - 03.2014
- Carried out day-to-day operational duties accurately and efficiently.
- Used coordination and planning skills to achieve results according to schedule. Eg: Managed crowd control during peak period.
- Assisted guests at ticketing entrance, answered inquiries, and gave directions.
- Studied with senior staff to develop deep understanding of team processes and full operational activities.
- Facilitated communication between different departments, improving overall organizational efficiency.
- Contributed to customer satisfaction by providing timely and accurate responses to inquiries.
Education
Diploma - Hospitality & Tourism Management
Temasek Polytechnic
Singapore 04.2001 -
Higher Nitec - Passenger Services
Institute of Technical Education
Singapore 04.2001 -
Nitec - Tourism
Institute of Technical Education
Singapore 04.2001 -
G.C.E 'N' Level -
Bishan Park Secondary School
Singapore 04.2001 -
Skills
MS Office
Administrative Support
Decision-Making
Travel Arrangements
Self Motivation
Teamwork and Collaboration
Problem-solving abilities
Multitasking Abilities
Time Management
Organizational Skills
Adaptability
Reliability
Effective Communication
Timeline
Administrator Travel & Services
MISC Marine (Singapore) Pte Ltd
02.2023 - Current
Customer Service Executive (Ticketing and Sales)
Xiamen Airlines
05.2019 - 02.2023
Hotel Front Desk (Intern)
Global Premium Hotels Limited
09.2018 - 02.2019
Guest Relations Officer (Intern)
JetQuay Pte Ltd
10.2015 - 02.2016
Operation (Intern)
WRS River Safari
01.2014 - 03.2014
Diploma - Hospitality & Tourism Management
Temasek Polytechnic
04.2001 -
Higher Nitec - Passenger Services
Institute of Technical Education
04.2001 -
Nitec - Tourism
Institute of Technical Education
04.2001 -
G.C.E 'N' Level -
Bishan Park Secondary School
04.2001 -
Similar Profiles
Diyani Binti Ahmad MizaniDiyani Binti Ahmad Mizani
Executive Strategy at MISC MarineExecutive Strategy at MISC Marine
Audrey KohAudrey Koh
Zone HR Business Partner at Bureau Veritas Marine (Singapore) Pte LtdZone HR Business Partner at Bureau Veritas Marine (Singapore) Pte Ltd
Lwin Myo AungLwin Myo Aung
Business Controller & Deputy General Manager at Marine Online (Singapore) Pte LtdBusiness Controller & Deputy General Manager at Marine Online (Singapore) Pte Ltd