Overview
Work History
Education
Websites
Accomplishments
Timeline
Generic

Michelle Koster

Singapore

Overview

9
9
years of professional experience
4
4
years of post-secondary education

Work History

Assistant Manager (Front Office)

Quincy Hotel
03.2024 - Current
  • Played pivotal role in successful improvement of Trip Advisor rating from '32 to 21' by year end.
  • Consistently placed in Top 3 Performer for Upsell and Most Compliments each Quarter
  • Spearheaded guest engagement initiatives by planning and overseeing creative activities to enhance overall guest experience.

Programme Executive

Golden Equator Learning
02.2023 - 03.2024
  • 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 by Golden Equator
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
01.2019 - 01.2021
  • Company Overview: currently Conrad Singapore Orchard
  • Played pivotal role in successful improvement of Trip Advisor rating from '31 to 16'
  • 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.
  • Currently Conrad Singapore Orchard

Guest Relations Officer

Regent Hotel
01.2017 - 12.2018
  • Company Overview: currently Conrad Singapore Orchard
  • 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.
  • Currently Conrad Singapore Orchard

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 - International Hotel & Resort Management

Blue Mountains International Hotel Management School
Australia
07.2013 - 08.2015

Diploma in Hotel Management -

SHATEC Institutes
Singapore
04.2011 - 04.2013

Accomplishments

  • 2024, Top 3 Performer for Upsell and Most Compliments received
  • 12/2019, Star of the Quarter
  • 06/2018, Top Quarterly Performer in Upsell
  • 03/2018, Employee of The Month
  • 03/2018, Scored 100% on Arrival Experience on LQA Audit, Regent Singapore
  • 06/2016, Top Performer in Reservation Suite Sales
  • 01/2015, Nominee for Employee of The Month

Timeline

Assistant Manager (Front Office)

Quincy Hotel
03.2024 - Current

Programme Executive

Golden Equator Learning
02.2023 - 03.2024

Concierge and Events Lead

SPECTRUM by Golden Equator
07.2022 - 01.2023

Operations Executive

Propseller
01.2022 - 06.2022

Customer Experience Specialist

Agoda
06.2021 - 12.2021

Guest Experience Executive

Regent Hotel
01.2019 - 01.2021

Guest Relations Officer

Regent Hotel
01.2017 - 12.2018

Reservations Sales Agent & Guest Recognition Specialist

Four Seasons Hotel Sydney
02.2016 - 12.2016

Bachelor of Business - International Hotel & Resort Management

Blue Mountains International Hotel Management School
07.2013 - 08.2015

Diploma in Hotel Management -

SHATEC Institutes
04.2011 - 04.2013

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Michelle Koster