Marcus Tham Yoke Hong
Summary
Dedicated food service professional with extensive knowledge in food and beverage operations and guest services. Proficient in managing a wide range of events, from large-scale gatherings to intimate gourmet dining and afternoon tea services. Skilled at cultivating strong customer relationships to foster loyalty and drive repeat business. Reliable housekeeper committed to maintaining cleanliness and upkeep of facilities and rooms. Experienced in efficiently preparing rooms for guests, overseeing laundry operations, and monitoring grounds for general repairs. Positive and energetic professional who thrives in a self-directed work environment. Results-driven with a focus on delivering exceptional support for customer needs. Proven ability to address concerns and resolve conflicts to maximize customer satisfaction. Offers a solid background in customer relations and effective communication. Energetic housekeeping assistant dedicated to achieving maximum customer satisfaction. Exceptional time management skills enable completion of routine and deep cleaning tasks quickly and thoroughly. Results-oriented with excellent communication abilities and a strong foundation in customer service.
Overview
5
5
years of professional experience
Work History
Housekeeping - runner, laundry, rooms. Reception - Concierge
Intercontinental Robertson Quay
10.2022 - 02.2023
- Provided exceptional customer service, handling guest inquiries and concerns with professionalism and empathy.
- Demonstrated adaptability in responding swiftly to unexpected changes or emergencies while maintaining composure under pressure.
- Optimized workflow efficiency through proactive planning and organization of daily tasks based on occupancy levels and specific guest needs.
- Enhanced room cleanliness with thorough inspections and attention to detail.
- Consistently maintained punctuality in meeting deadlines for assigned tasks while ensuring quality standards were met.
- Increased team productivity by providing support and assistance during high-demand periods.
- Sustained open lines of communication with supervisors regarding progress updates or challenges encountered during shifts.
- Collaborated with maintenance personnel to address urgent repair needs, ensuring minimal disruption to guest comfort.
Car groomer - vacuum, wash, and polish cars.
Groomer’s lab
12.2021 - 01.2022
- Contributed to a positive work environment by fostering strong teamwork, open communication, and continuous improvement efforts.
- Enhanced customer satisfaction by providing thorough interior and exterior cleaning services for vehicles.
Handle cashier duties, waiter, barista, bartender
Halcyon & Crane
07.2019 - 12.2019
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Assisted customers with returns, refunds and resolving transaction issues.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
Service Crew - waiter at banquets
Park Royal Hotel
02.2018 - 02.2019
- Managed high volume of customers during peak hours, maintaining prompt and efficient service.
- Maintained a clean and organized dining area, contributing to a pleasant atmosphere for guests.
- Utilized strong multitasking skills to manage multiple tables simultaneously while maintaining a high level of attention to detail.
- Enhanced customer satisfaction by providing attentive service and anticipating guest needs.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Provided support during busy periods by assisting other servers in cleaning tables and resetting them quickly for incoming guests.
- Handled customer complaints diplomatically, working towards satisfactory solutions that ultimately retained loyal clientele.
- Coordinated with kitchen staff to ensure special requests or dietary restrictions were accurately communicated and accommodated for guests.
- Folded napkins and prepared silverware sets to provide adequate supply for host station.
- Inspected dishes and utensils for cleanliness.
Bartender - making mocktails with sponsored tea at private event
Dilmah
12.2018 - 12.2018
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
Education
Diploma in Culinary & Catering management -
Temasek Polytechnic
Tampines03.2026
National Institute of Technical Education Certificate in Hotel Management -
Institute of Technical Education ITE West
Chua Chu Kang03.2023
National Institute of Technical Education Certificate in Food and Beverage Operation -
Institute of Technical Education ITE West
Chua Chu Kang12.2019
GCE ‘N’ Level -
Guangyang Secondary School
PSLE -
Guangyang primary school
Skills
- Cleaning Expertise
- Flexibility
- Safety awareness
- Efficient work habits
- Stress Tolerance
- Guest Relations
- Initiative-taking
- Laundry proficiency
- Teamwork
- Customer Service
- Cleaning and organizing abilities
- Customer service-focused
- Strong Work Ethic
- Cash Handling
- Guest Engagement
Training description
- 2018, Food and Beverage Safety and Hygiene Policies and Procedures at Institute of Technical Education (ITE)
- 2018, Responsible Service of Alcohol, Health Promotion Board in May 2018
- 2018, Completed 7 Habits of Highly Effective Youths (06 July 2018)
Education description
- 2019, Best Class Award Eagles Award Candidate for WorldSkills Competitor at RPB Asia mocktail competition
- 2018, Edusave academic achievement ITE CW Mocktail Challenge; 2nd place Overseas Service & Development Programme ITEW Inter-class "X-Country" Top 80 ITE Inter-school "X-Country" SVC camp (NYAA) SVC Chiang Mai trip (NYAA) The 7 habits of highly effective youths Aikido shinju-kai,6th kyu grade Aikido shinju-kai,5th kyu grade
- 2017, Most Improved Member Award NCC (land) Good Attendance Award NCC (land) Membership Certificate in National Cadet Corps, Staff sergeant Most Improved Student Award
- 2016, Most Improved Member Award NCC (land) Good Attendance Award NCC (land) Kayaking Proficiency Personal Skill 2 star Completion of "sports and Wellness" enrichment, Signature Enrichment Group National Day Parade Commander (school) Guest of Honour for NCC Day (school)
- 2015, Camp Challenge, leadership camp Batik Art (NAC), Artelier Vivarch Enrichment Group 2015 One Dream "Most Improved" prize
- 2014, Hip Hop Dance course Chinese Cultural Programme 100m sprint,1st place NEGC; National Education Gaming Championship team 2 NEGC; National Education Gaming Championship team 3 Young Engineer Award; Bronze level SG50 Toy Design Competition 2nd runner-up Kayaking Proficiency Personal Skill 1 star
Language ability
- English
- Chinese
Activities
- 2022, Aikido CCA, President
- 2019, Immersion Programme at McDonalds, Refinery Programme & Soup Restaurant
- 2018, N-FBO 1st year enrichment program (Class Bonding, Amazing Race, Talks & Visit) ISDR FY2018: Enrichment Classes Edge Programme 2018 iScout Training Aikido CCA (2018 - 2019)
- 2013 - 2017, NCC, Parade commander (2016-2017), leadership post as RSM
Personal Information
- Date of Birth: 06/03/00
- Nationality: Singaporean
- Marital Status: Single
References
- Siti Khadijah, Class Advisor (ITE College West), 67713516, siti_khadijah_masror@ite.edu.sg
- Melvin, Employer (Dilmah), 92998211
- Amran, HR (Intercon Robertson Quay), 90992545
Training
- Amber, Captain, Host, Aboyuer, Bar, Waiter
- Delicatessen, Cashier, Barista, Cake Service
- Crema, Cashier, Barista, Sandwich Maker
Timeline
Housekeeping - runner, laundry, rooms. Reception - Concierge
Intercontinental Robertson Quay
10.2022 - 02.2023
Car groomer - vacuum, wash, and polish cars.
Groomer’s lab
12.2021 - 01.2022
Handle cashier duties, waiter, barista, bartender
Halcyon & Crane
07.2019 - 12.2019
Bartender - making mocktails with sponsored tea at private event
Dilmah
12.2018 - 12.2018
Service Crew - waiter at banquets
Park Royal Hotel
02.2018 - 02.2019
Diploma in Culinary & Catering management -
Temasek Polytechnic
National Institute of Technical Education Certificate in Hotel Management -
Institute of Technical Education ITE West
National Institute of Technical Education Certificate in Food and Beverage Operation -
Institute of Technical Education ITE West
GCE ‘N’ Level -
Guangyang Secondary School
PSLE -
Guangyang primary school
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