Pauline Ong
Summary
Efficient Duty Manager versed in task delegation and workflow coordination, promoting efficient, and high-quality operations. Diplomatic and engaging with skill in handling challenging requests with friendly and knowledgeable support. Adept at managing daily hotel operations and achieving excellence customer satisfaction.
Overview
29
29
years of professional experience
Work History
Duty Manager
Furama City Centre
01.2004 - Current
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Trained employees in essential job functions.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
- Enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.
- Initiated plans to improve customer relations, quality standards, and service efficiency.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Duty Manager
Paramount Hotel
05.2001 - 02.2004
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Trained employees in essential job functions.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
- Enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.
- Initiated plans to improve customer relations, quality standards, and service efficiency.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
Assistant Manager - Hotel
Concorde Hotel
02.1996 - 01.2001
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
- Improved customer satisfaction by resolving complaints and inquiries promptly.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Education
Diploma In Tourism - Hotel Management
Ascott Centre For Excellence
Anthony Road09.2018
Skills
- Customer Service
- Customer service focus
- New Employee Training
- Team Supervision
- Customer Communication
- Shift Scheduling
- Verbal and written communication
- Operations Management
- Team Leadership
Languages
English
Bilingual or Proficient (C2)
Timeline
Duty Manager
Furama City Centre
01.2004 - Current
Duty Manager
Paramount Hotel
05.2001 - 02.2004
Assistant Manager - Hotel
Concorde Hotel
02.1996 - 01.2001
Diploma In Tourism - Hotel Management
Ascott Centre For Excellence
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