MIKE LOI KUAN CHING

Spearheaded the pre-opening front office team for a 326-keys property, including the Club Lounge, ensuring exceptional guest experiences and efficient operations from the outset.

Team Leadership and Development:

• Led the training and development of front office team.
• Enhanced guest service management (RPS) and reduced guest complaints.

Strategic Management:

• Managed the front office team strategically to increase in overall efficiency.
• Managing well on P&L monthly.

Process Improvement:

• Streamlined front office procedures with process improvements.

Guest Satisfaction:

• Achieved a 89.1% guest satisfaction score through outstanding guest service and effective use of Opera Cloud and Hubos systems.

Skills:

• Leadership Skills
• Hotel Operations Management
• Guest Service Excellence
• Team Training and Development
• Property Management Systems (Opera Cloud)
• Strategic Planning and Execution
• Guest Complaint Resolution

Project:

• Played a key role in pre-opening tasks, efficiently setting up the front office department and achieving operational readiness within 3 months.
• Spearheaded the pre-opening team for a 326-key property, including the Club Lounge, ensuring exceptional guest experiences and efficient operations from the outset.
• Team Leadership and Development:
• Led the training and development of front office team.
• Enhanced guest service management (RPS) and reduced guest complaints.
• Strategic Management:
• Managed the rooms division strategically to increase in overall efficiency.
• Boosted the department’s revenue by managing well on P&L monthly
• Process Improvement:
• Streamlined front office procedures with automation and process improvements.
• Guest Satisfaction:
• Achieved a 89.1% guest satisfaction rate through outstanding guest service and effective use of Opera Cloud and Hubos systems.
• Skills:
• Hotel Operations Management
• Guest Service Excellence
• Team Training and Development
• Property Management Systems (Opera Cloud)
• Process Improvement and Automation
• Strategic Planning and Execution
• Guest Complaint Resolution
• Project:
• Played a key role in pre-opening tasks, efficiently setting up the front office department and achieving operational readiness within 3 months.
• Champion & project lead of Opera Cloud set up, HubOs System, Room Keylock System (Assa Abloy), Digital Key, Mobile Check In App & Self Check In Kiosk.

• To assist the General Manager in recruitment and selection of staff.
• In charge of Government Quarantine Facility operations.
• Implementing additional standard operating procedures (SOPs) and checklists will need to be in place to make sure that guests and team members are protected while adhering to municipal regulations.
• Provide additional training for hotel team on hotel policies and SOPs regarding quarantined guests and guests that have tested positive for COVID-19
• Monitor budget, control labour costs and expenses with a focus on GQF operations expenses, building initiatives and inventory management.
• Assists in managing the execution of all operations in the rooms area departments (e.g., Front Office, Engineering/Maintenance, Housekeeping).
• To be responsible for room status control and upkeep of future availability.
• Oversee the various sections within the Front Office Department to ensure optimum results
• Answer inquiries pertaining to hotel policies and services, and resolve guest’s complaints.
• Communicates and updates all goals and results with team members.
• Observe and monitor team performance to ensure efficient operations and adherence to hotel policies and procedures.
• Assign duties for front office team, and schedule shifts.
• Develop and implement policies and procedures for the operation of a department
• Any other suitable task as and when assigned by the General Manager.

• Assist the Hotel Manager to oversee the entire Front Office operation to maintain high standards
• Participate in planning for hotel converting to Stay Home Notice Facility in Genting Hotel Jurong, Festive Hotel & Hard Rock Hotel.
• Implementing additional standard operating procedures (SOPs) and checklists will need to be in place to make sure that guests and team members are protected while adhering to municipal regulations.
• Provide additional training for hotel team on hotel policies and SOPs regarding quarantined guests and guests that have tested positive for COVID-19
• Coordinate with housekeeping team plan and intensified on cleaning regime to ensure the safety of guests and staff.
• Maintain high visibility with guests, handle guest’s complaints and take corrective action
• Handles guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.
• Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
• Assist in checking in/out of guests. Assist to inspect rooms assigned to VIPs before their arrival. Meet and escort them to their rooms
• Manage all operational tasks as well as their respective delegation and follow-up.
• Monitors adherence to all credit policies and procedures to reduce bad debts and rebates
• Maintain good communication and working relationships with all hotel departments
• Setting departmental objectives, work schedules, budgets, policies, and procedures
• Monitor room inventory closely to ensure maximum utilization of rooms to generate higher revenue
• Recruiting, managing, training and developing the Front Office team
• Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
• Assist with staff performance issues in compliance with company policies and procedure

• Responsible for the smooth operations between all departments, as they impact on the guests experience from arrival to departure.
• Resolves guest problems quickly, efficiently, and courteously.
• Enforces all cash-handling and credit policies.
• Receives information from the previous shift manger and passes on pertinent details to the oncoming manager.
• Perform other duties as requested by management.

• Responsible for the effective management and performance of all areas in front and back of house.

• Ensures the smooth running of the operations on a day to day basis and in a proactive manner
• Assign duties to staff and supervisors to ensure adherence to hotel policies and operative procedures.
• Ensures that all guests receive prompt, cordial attention and personal recognition and resolves related problems
• Check all correspondence of the day’s arrivals to familiarize with arrived and arriving guests and their needs, follows up as required
• Responds promptly to any operational requests from Front Office and other hotel departments
• Maintain reservation procedures, same-day arrivals
• Completes VIP, delegations and group leaders welcome and farewell as appropriate
• Responsible for the setting up and updating of the DM’s Log Entry, Comm Entry and to report all unusual events to the higher management
• Monitor closely guest’s room folio high balance daily to prevent losses by the Hotel

• Overall in-charge of the Front Office Operation and Housekeeping.

• Handle guest complaints and problems and report to HOD.
• Assign duties to staff and supervisors to ensure adherence to hotel policies and operative procedures.
• Maintain constant check of service standards to assure continuing expected standard of the hotel’s service, quality, policies and practices.

• Effectively managing the daily operation of hotel, ensure that all hotel standards and procedures are applied.
• Deputy Night Manager Duty (Assisting Night Manager controlling of chain wide hotels operations)
• Be responsible for the handling of any crisis or emergency situations which may arise while on shift
• Provide effective leadership and exemplary attitude in regards to ensuring Front Office operations are performed and carried out in a professional and positive manner
• Timely and accurate planning of the work shift schedules taking into account staffs’ off days, Annual Leave days, manning requirements and other factors
• Taking ownership of guests’ feedback and complaints, exercising sound decision making and flexibility in order to ensure guest satisfaction is met and exceeded
• Handling any conflict situations in a professional manner in order to achieve the best possible outcome for all stakeholders involved
• Protecting the integrity of the Hotel’s operations by being vigilant and alert in ensuring that no undesirable activities take place on our Hotel’s premises
• Monitor and evaluate current operations procedures and suggest areas for improvement to the Management
• Execute all reasonable work processes as instructed by the Company / General Manager from time to time towards the smooth management / operations of the Hotel