Lee Swee How
Summary
With a proven track record at Arton Boutique Hotel, I excel in enhancing guest satisfaction and streamlining operations. My expertise in staff training and effective problem-solving, coupled with a strong work ethic and adaptability, has significantly contributed to operational efficiency and increased repeat business.
Professional in hospitality operations with solid background in front office management. Known for optimizing workflow and enhancing guest interactions. Reliable team player with focus on achieving results and adapting to changing needs. Expertise in customer service and operational management.
Overview
23
23
years of professional experience
Work History
Senior Front Office Executive
Arton Boutique Hotel
01.2014 - Current
- Handled guest complaints professionally, resolving issues quickly to maintain high levels of customer satisfaction.
- Improved employee morale by providing regular constructive feedback and recognizing outstanding performance within the front office team.
- Coordinated with event planners to ensure seamless execution of conferences and special events held at the property.
- Conducted regular audits of key control measures within the front office department, safeguarding hotel assets from potential theft or misuse.
- Contributed to the development of marketing initiatives for the property, using knowledge of guest preferences and industry trends to attract new business.
- Streamlined check-in and check-out processes for improved efficiency, resulting in reduced wait times for guests.
- Monitored occupancy trends closely to make appropriate staffing adjustments as needed, optimizing labor costs without compromising service quality.
- Assisted guests with local recommendations for dining, entertainment or sightseeing options around the area during their stay.
- Trained new staff members on company policies and procedures, ensuring consistent service delivery across the team.
- Increased efficiency within the front office team by introducing time-saving procedures and tools for daily tasks.
- Collaborated with housekeeping and maintenance departments to ensure guest rooms were clean and well-maintained, enhancing overall guest experience.
- Liaised effectively with sales department to update room rates and promotions regularly, maximizing revenue opportunities.
- Maintained strict confidentiality of guest information, adhering to industry privacy regulations and fostering trust among clientele.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer inquiries in a timely manner.
- Developed strong relationships with clients through excellent communication skills, leading to increased repeat business.
- Requested, reviewed, processed and distributed status reports from various team members to executive management according to established workflow processes.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
Front Desk Executive
Santa Grand Hotel
05.2013 - 12.2013
- Handled confidential information securely by adhering to data privacy regulations and company protocols.
- Assisted guests with reservation modifications, cancellations, and special requests.
- Managed high call volumes, addressing inquiries and directing calls to appropriate departments.
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
Concierge
Orchard Scott Residence
02.2012 - 04.2013
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
Front Desk Executive
Santa Grand Hotel
02.2010 - 01.2012
- Handled confidential information securely by adhering to data privacy regulations and company protocols.
- Assisted guests with reservation modifications, cancellations, and special requests.
- Managed high call volumes, addressing inquiries and directing calls to appropriate departments.
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
- Conducted regular inventory audits of office supplies, maintaining stock levels as needed.
- Contributed to a positive work environment by effectively communicating with team members across departments.
- Supported the training of new front desk staff members, sharing best practices for excellent service delivery.
- Provided prompt resolution to guest issues, ensuring positive experiences and repeat business.
Lecturer
LCE School of Art and Design
03.2004 - 10.2008
- Cultivated critical thinking skills through challenging assignments that required analysis, synthesis, and evaluation of information from various sources.
- Developed strong relationships with colleagues, collaborating on curriculum development and sharing best practices in teaching strategies.
- Evaluated student progress through regular assessments, providing detailed feedback for improvement and growth.
- Selected and designed lesson plans and curriculum to meet academic objectives.
- Increased student interest by incorporating real-world examples into lessons and connecting material to relevant experiences.
- Participated in conferences and professional development opportunities to stay up-to-date with latest trends in field.
- Mentored and advised students to explore career pathways based and amplify knowledge, skills and strengths.
- Evaluated and revised lesson plans and course content to achieve student-centered learning.
- Arranged syllabus, developed schedule, and determined reading list for varied courses simultaneously, giving students appropriate time to complete assignments and absorb information.
- Contributed to departmental meetings by sharing insights on effective teaching strategies and proposing solutions for addressing common challenges faced by faculty members.
- Created and designed quizzes, tests and projects to assess student knowledge.
- Developed and implemented innovative teaching strategies to engage students in lectures and coursework.
Retail Assistant (part Time)
Sengkang Book Store
03.2002 - 06.2002
- Used POS system to process sales, returns, online orders, and gift card activations.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
- Maintained tidy and organized store environment to comply with cleanliness standards.
- Enhanced store appearance through diligent merchandising and regular upkeep of displays.
- Handled returns and exchanges professionally, adhering to company policies while prioritizing customer satisfaction.
- Contributed to a welcoming atmosphere through courteous interactions with both customers and fellow staff members.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
Education
No Degree - Hotel And Casino Management
Boston Bussiness School
Bugis06-2006
Interior Design
LCE School of Art And Design
Peace Center07-2003
Skills
- Effective time management
- Word processing
- Highly adaptable
- Research and analysis
- Customer assistance
- Staff training and development
- Problem-solving skills
- Strong work ethic
Walking, travelling, culture
Love to travel around the world see their historian, culture area. Walking around to expose area untouched or unseen. Like to update myself of latest item or apps usage.
Languages
English
Intermediate (B1)
Chinese (Mandarin)
Upper intermediate (B2)
Timeline
Senior Front Office Executive
Arton Boutique Hotel
01.2014 - Current
Front Desk Executive
Santa Grand Hotel
05.2013 - 12.2013
Concierge
Orchard Scott Residence
02.2012 - 04.2013
Front Desk Executive
Santa Grand Hotel
02.2010 - 01.2012
Lecturer
LCE School of Art and Design
03.2004 - 10.2008
Retail Assistant (part Time)
Sengkang Book Store
03.2002 - 06.2002
No Degree - Hotel And Casino Management
Boston Bussiness School
Interior Design
LCE School of Art And Design
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