Summary
Overview
Work History
Education
Accomplishments
References
Timeline
Generic

Michelle Koster

Summary

Results-driven professional with a decade of dynamic experience in operations across hospitality, events, and education. Proven success orchestrating seamless programmes and events, showcasing organizational prowess, customer-centricity, and adaptability in a fast-paced environment. Dedicated to learning, I actively seek opportunities to learn new skills, bringing a forward-looking approach to drive business success across an organization.

Overview

8
8
years of professional experience

Work History

Programme Executive

Golden Equator Learning
02.2023 - Current
  • Co-organised and facilitated a 7D6N Residential Entrepreneurship and Leadership Camp for over 100 Upper Secondary School students from 16 schools at an elite school in Singapore.
  • Facilitated incubation/accelerator programmes with corporates and schools
  • Planned and executed Demo Day for startups of *Scape Creative Fellowship Season 5.

Concierge and Events Lead

SPECTRUM
07.2022 - 01.2023
  • Manage, plan, and execute a variety of events including conferences and meetings, cocktail events.
  • Assist to conduct tours to sell the event and co-working space.
  • Maintain relationship as the first point of contact for members needs and concerns.
  • Facility and space management including stock replenishment and scheduling maintenance.

Operations Executive

Propseller
01.2022 - 06.2022
  • Analyzed business processes to identify areas for improvement and develop solutions to address them.
  • Resolved escalated customer inquiries or complaints in a timely manner.
  • Developed training material, messaging templates, and establish procedures for day-to-day operations that comply with company standards and regulations.

Customer Experience Specialist

Agoda
06.2021 - 12.2021
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Offered resolutions to de-escalate calls and solve customer issues.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

Guest Experience Executive

Regent Hotel (currently Conrad Singapore Orchard)
01.2019 - 01.2021
  • Played pivotal role in successful improvement of Trip Advisor rating
  • Improve hotel guest experience by designing and creating packages and amenities
  • Responsible for high net-worth guests and VIP experience. Contact guests prior to arrival to determine needs and preferences as well as creative ways to personalize stay.
  • Communicates vital information to departments, coordinates requests and ensures execution throughout stay
  • Resolved guest complaints promptly and followed-up to verify restored satisfaction.
  • Participated in meetings with other managers to discuss notable arrivals.
  • On-the-job training with the Housekeeping Department and development in the Public Relations Team.

Guest Relations Officer

Regent Hotel (currently Conrad Singapore Orchard)
01.2017 - 12.2018
  • Perform full spectrum of duties assigned to front desk of 5-star hotel including checking in and out of guests, reservations, concierge requests, foreign exchange, and daily accounts closing.
  • Identified opportunities to cross sell additional products or services that may benefit the guests needs.
  • Cultivated professional relationships with guests, improving customer retention through coordinated service and liaison with other departments.
  • Assist training new hires and interns, guide employees in handling difficult or complex problems.

Reservations Sales Agent & Guest Recognition Specialist

Four Seasons Hotel Sydney
02.2016 - 12.2016
  • Coordinating details of each reservation to ensure guests satisfaction, looking for ways to exceed expectations, selling the hotel and providing information to prospective guests by capturing sales from incoming calls
  • Responsibility of maintaining guests records, presenting during daily meeting with departments on upcoming reservations and highlight special attention guests to coordinate jobs prior to arrival
  • Promptly respond to telephone and email enquiries within a high-volume environment

Education

Bachelor of Business in International Hotel & Resort Management -

Blue Mountains International Hotel Management School
Australia
08-2013

Diploma in Hotel Management -

SHATEC Institutes
Singapore
04-2011

Cambridge 'O' Levels -

Bedok South Secondary School
Singapore
12-2010

Accomplishments

  • Dec 2019, Star of the Quarter
  • Dec 2019, Assist in Improvement of TripAdvisor Rating from '31 to 16'
  • Jun 2018, Top Quarterly Performer in Upsell
  • Mar 2018, Employee of The Month
  • Mar 2018, Scored 100% on Arrival Experience on LQA Audit, Regent Singapore
  • Jun 2016, Top Performer in Reservation Suite Sales
  • Jan 2015, Nominee for Employee of The Month

References

  • Ms. Stella Tan, Director of Housekeeping, +65 9654 7960, stella.tan@conradhotels.com
  • Mr. Shaun Sng, Business Consultant, +65 9788 3090, shaun.sng@goldenequator.com

Timeline

Programme Executive

Golden Equator Learning
02.2023 - Current

Concierge and Events Lead

SPECTRUM
07.2022 - 01.2023

Operations Executive

Propseller
01.2022 - 06.2022

Customer Experience Specialist

Agoda
06.2021 - 12.2021

Guest Experience Executive

Regent Hotel (currently Conrad Singapore Orchard)
01.2019 - 01.2021

Guest Relations Officer

Regent Hotel (currently Conrad Singapore Orchard)
01.2017 - 12.2018

Reservations Sales Agent & Guest Recognition Specialist

Four Seasons Hotel Sydney
02.2016 - 12.2016

Bachelor of Business in International Hotel & Resort Management -

Blue Mountains International Hotel Management School

Diploma in Hotel Management -

SHATEC Institutes

Cambridge 'O' Levels -

Bedok South Secondary School

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