Raehyung Kang (Rachel)

• Attend to housekeeping-related complaints from guest and resolve the concerns promptly by offering appropriate service recovery.
• Conduct thorough inspections of hotel rooms and facilities, and collaborate with other departments to uphold high standards of cleanliness, safety and maintenance.
• Improve staff performance by providing regular training sessions on SOPs, cleaning procedures, safety protocols, and customer service skills.
• Cultivate positive work culture and environment by actively engaging staff, addressing any issue they are facing and explore ways to improve work process for them.
• Take charge of inventory and procurement in Housekeeping and ensure sufficient stock level without exceeding allocated budget.
• Ensure timely room turnovers through close monitoring of check-out rooms and coordinating with front office team.

As a Duty Manager,

• Ensured smooth day-to-day operations of the hotel.
• Attended to guest complaints, investigate and provide optimal solutions to serve both guest and hotel's interest.
• Reviewed guest feedback from various channels to identify areas for improvement. Communicate with other departments to implement necessary changes.

As an Acting Club Manager,

• Created an exceptional guest experience by providing personalized service to Club guest and maintaining a clean, inviting Club Lounge and Club facilities.
• Streamlined operations for improved efficiency through staff training and process improvement.
• Managed inventory levels, looked out for discrepancies through monthly inventory count and forecast future needs.

• Managed check-in and check-out at front desk.
• Coordinated closely with housekeeping staff to ensure clean and comfortable rooms for guests.
• Continuously updated knowledge on hotel offerings as well as external events and attractions in Singapore in order to disseminate accurate information to guest.