NELSON LEE
Summary
Client-focused Business Manager offering diverse experience in customer service, business management and project coordination. Skillful in monitoring and managing daily business operations with focus on continuous improvement. Quickly builds relationships with both new clients and business audiences. Quick-learning with excellent multi-tasking skills and mastery of new technology. Commended for innovation and creative problem-solving to address business challenges.
Overview
13
13
years of professional experience
Work History
Business Manager
Compass Group (Singapore) Pte Ltd
02.2020 - Current
- Improved operational workflows and overall site readiness by proactively addressing and identifying areas of inefficiency and implementing appropriate solutions, achieving 98% in overall client satisfaction in FY2024.
- Increased overall team productivity by fostering a positive work environment and providing effective leadership and conflict management; with 100% retention rate for the past 3 years.
- Fostered strong relationships with key stakeholders, both customers and vendors; focusing on problem resolution and delivered exceptional customer satisfaction, meeting expectations, achieving 89% customer satisfaction in FY2023.
- Successfully managed multiple projects simultaneously, regularly monitor progress and ensuring timely completion within set budgets; have completed 3 large scale CAPEX Projects and more than 20+ smaller projects during the course of employment.
- Effectively led a diverse team in the management of daily operations for facilities, planning & delivery, culinary & tech.
- Managed change initiatives in systems and processes, minimizing disruptions to daily operations while achieving desired outcomes.
- Conducted regular inspections and audits of physical assets and site facility, identifying potential areas for repair or replacement, before issues escalated into costly problems. Maintained Zero incidents till date.
- Oversaw all aspects of equipment and demo installation, maintenance, and decommissioning.
- Streamlined vendor onboarding process by successfully establishing relationships with more than 15 suppliers from diverse fields including facility maintenance, industry solutions, amenities, events planning and gifting.
- Spearheaded risk assessments and compliance measures, successfully implementing strategic mitigation strategies to minimize potential issues during project execution.
- Delivered comprehensive safety trainings to the team encompassing topics such as emergency protocol and work health safety.
- Created and presented accurate and detailed monthly reports to stakeholders and corporate teams; utilizing features of Excel spreadsheets for effective communication of business insights.
Assistant Front Office Manager
Parkroyal on Pickering
05.2019 - 01.2020
- Provided leadership and management for multiple departments including Reception, Telephone operator, Concierge & Guest Services, and the Club Lounge.
- Led training initiatives for front office staff, driving performance improvement, initiative, and consistency; ranked #16 on TripAdvisor among Singapore Hotels during tenure.
- Organized the work schedule for the Front office team and Duty Manager Team, performed interviews, recruitment and facilitated the onboarding process for new front office staff members.
- Generated a notable increase of 15% in upsell revenue over the course of 6 months by implementing an effective upsell program and fostering team motivation.
- Collaborated with both revenue and reservations department to ensure balanced housekeeping for maximum room occupancy and revenue generation during high demand periods.
- Worked in tandem with housekeeping and maintenance teams to guarantee optimal room availability while adhering to stringent quality standards.
- Demonstrates expertise in crisis management by consistently safeguarding employees and guests during critical incidents. Conduct comprehensive investigations, relaying findings to the Executive Team for further analysis.
- Collaborated with the Chief Engineer and the Engineering team to execute preventive maintenance initiatives for improved facility management.
- Evaluates team and individual performance periodically, providing guidance and support to section heads in meeting their goals, resulting in improved guest satisfaction.
- Executed inspection of VIP rooms in collaboration with the Executive housekeeper to ascertain preferences; facilitated meet and greet sessions for VIPs together with the Executive Team and Hotel General Manager.
- Effectively addresses guest concerns, resolves issues promptly, and guarantees customer satisfaction. Offers suggestions for maintaining consistent service standards and establishes a direct line of communication with guests.
Guest Services Manager
Capella
11.2018 - 04.2019
- Supervised a team of front desk agents and concierge team, ensuring adherence to policies, procedures, and 6 star luxury customer service standards.
- Led daily team meetings to communicate upcoming promotions, current metrics, and VIP arrivals.
- Took charge of addressing guest feedback, resolving concerns efficiently, and ensuring their utmost satisfaction. Generated suggestions for improvement to department head and fostered direct interaction with guests.
- Collaborated with the Personal Assistant Team to ensure smooth execution of VIP Management duties encompassing VIP stays arrangement, meet and greet services coordination, transportation logistics handling, reservation management,and facilitating special event celebrations.
- Managed performance of the Guest Services Team by regularly evaluating and appraising their individual goals, resulting in increased goal attainment.
- Led and organized work schedules for Bell hop and Duty Manager teams, overseeing interviews and onboarding of new front office employees.
Guest Services Manager
One Farrer Hotel & Spa
04.2014 - 10.2018
- Played a key role in the pre-opening phase by collaborating with the Front Office Manager to develop, review, and implement Standard Operating Procedures and Policies.
- Overseeing front office operations including reception, concierge services, bell hop duties, telephone operator responsibilities as well as managing the Club Lounge.
- Worked closely with the Front Office Manager and reservations team, ensuring optimal room distribution and developing contingency plans for full house / oversell occurrences.
- Ensured team readiness by providing training and keeping track of customer service levels through frequent audits.
- Enhanced customer experience for VIPs through personalized meet-and-greet process, efficient communication methods, and warm send-offs.
- Ensured the preventive maintenance of guest rooms and hotel property through effective collaboration with the Engineering and housekeeping teams.
- Successfully addressed all guest concerns by resolving issues and ensuring their satisfaction. Made recommendations for implementing measures to uphold the highest service standards.
- Managed and planned the work schedule for Front office team, conducted interviews when the Front Office Manager was unavailable and coordinated new hire orientation.
- Manages reporting tasks by generating the Daily Revenue Report and house status reports for senior management personnel such as the Front Office Manager, Director of Rooms, Director of Finance, and Hotel General Manager.
- Took charge of ensuring the safety and well-being of all employees and guests in crisis or emergency scenarios.
Lobby Concierge Supervisor
The Ritz Carlton Millenia
07.2011 - 03.2014
- Effectively facilitated daily concierge tasks such as coordinating transportation arrangements, making dining reservations, and securing attraction and event ticket bookings.
- Assisted with luggage storage and retrieval, ensuring efficient service during peak check-in/check-out times.
- Implemented a Concierge tracking system for organizing reservation confirmations, streamlining communication between team members and enhancing overall efficiency.
- Developed strong relationships with local vendors to secure exclusive discounts for hotel guests seeking unique experiences or services outside of the property.
- Created a welcoming atmosphere in the lobby area by maintaining cleanliness, offering refreshments, and engaging with guests as they entered or exited the property.
- Took on role of department trainer, enhancing skills and knowledge of new employees.
- Took on position as Department Supervisor in August 2013 with responsibilities including overseeing lobby presence, bell hop operations, and ensuring seamless flow of the hotel's driveway.
Education
Bachelor of Commerce - Hospitality & Tourism Management
Murdoch University
Kaplan, Singapore2015
Bachelor of Commerce - Marketing
Murdoch University
Kaplan, Singapore2015
Skills
- Financial Management
- Customer Service
- Project Management
- Employee Management
- Analytical Thinking
- Documentation And Reporting
- Operational leadership
- Strategic Planning
- Budgeting and financial management
- Building Maintenance
- Client and Customer Relations
Hobbies
- Networking & Relationship Building
- Trying new and novel food places
- Travelling & Exploring New Cultures
- Inspirational Writing
Languages
English
Bilingual or Proficient (C2)
Chinese (Mandarin)
Bilingual or Proficient (C2)
Timeline
Business Manager
Compass Group (Singapore) Pte Ltd
02.2020 - Current
Assistant Front Office Manager
Parkroyal on Pickering
05.2019 - 01.2020
Guest Services Manager
Capella
11.2018 - 04.2019
Guest Services Manager
One Farrer Hotel & Spa
04.2014 - 10.2018
Lobby Concierge Supervisor
The Ritz Carlton Millenia
07.2011 - 03.2014
Bachelor of Commerce - Hospitality & Tourism Management
Murdoch University
Bachelor of Commerce - Marketing
Murdoch University
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