Samantha Kho Lee Ling

Providing reservations support to the Client Services Counselor/Inside Sales

• Acting as primary point of contact for the guest to ensure complete satisfaction with their accommodations.
• Managed approximately 20 - 30 emails per day from customers/clients
• Preparing and sending contracts, reservation confirmation and arrival instructions to the guest.
• Contact guest pre and post move out via welcome and departure emails.
• Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
• Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
• Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay..
• Assisted guests with reservation modifications, resolving any issues promptly and professionally.
• Developing positive Vendor relationships and communicating regularly with the Vendor ensuring that potential problems are avoided.
• Negotiated with vendors for supplies and services, achieving cost savings while maintaining quality.

• Gathered, organized and input information into digital database in Code One
• Maintained database systems to track and analyze operational data.
• Sourced and booked housing solutions via our international properties and Network Alliance partners
• Assist to source for alternative housing solutions outside the network alliance
• Assist on guest feedback and escalations
• Helped meet changing demands by recommending improvements to business systems or procedures.
• Prioritized projects and project tasks depending upon key milestones and deadline dates.

• Evaluate clients' international housing needs
• Served as liaison between client companies and Oakwood
• Managed guest feedback effectively, implementing necessary changes for continuous improvement.
• Handled escalated customer complaints professionally, ensuring swift resolution and satisfaction.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services
• Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
• Responded to client needs and book reservations through OSCAR system
• Sourced and booked housing solutions via our international Oakwood properties and Network Alliance partners
• Checked documentation and corrected issues in prompt fashion.
• Assist to source for alternative housing solutions outside the network alliance
• Ensured that all pre-arrival documents and information are provided to guests
• Ensured payment made to properties
• Successfully resolved booking discrepancies by liaising with reservation agents, ensuring minimal disruption to guest plans.
• Secured payment from independent client

• Developed strong client relationships for repeat business and increased referrals.
• Achieved sales targets consistently by driving daily sales activities and managing the sales pipeline effectively.
• Supported General Manager in major projects
• Generated sales report to help upper management make effective decisions and sales plans.
• Co-worked with Operations & Housekeeping Department in soft opening of new property development
• Assisted sales team with completing customer transactions and managing issues.
• Achieved sales targets consistently by driving daily sales activities and managing the sales pipeline effectively.
• Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
• Developed work procedures & policies for Sales Department
• Organized activities and events for guests
• Resolved customer issues promptly, maintaining high levels of customer satisfaction and trust in the brand.
• Managed and developed sales team.
• Negotiated contracts with clients that balanced profitability with excellent customer service standards.
• Cultivated relationships with vendors to ensure competitive pricing and product availability.
• Trained new associates in successful sales and performance strategies.
• Trained new hires on product knowledge, enhancing their ability to sell confidently and successfully close deals.
• Fostered collaborative work environment, encouraging knowledge sharing among team members.

• Managed and interview about 10 candidates daily to recruit and select temporary personnel for jobs
• Coordinated the placement of temporary staff to various companies
• Coordinated and provided software training to upgrade skills of temporary job candidates
• Built relationships with customers and community to establish long-term business growth
• Resolved problems with high-profile customers to maintain relationships and increase customer base.
• Managed accounts to retain existing relationships and grow share of business.

• Maintained and upkeep personnel records and application of work permits
• Aided in the recruitment process by screening resumes, scheduling interviews, and assisting with candidate selection.
• Coordinated events for new staff members, promoting team-building activities and boosting morale within the workplace.
• Compiled monthly overtime and leave records
• Served as a liaison between departments to facilitate effective communication throughout the company.
• Coordinate and provide administrative support for Reception
• Sourced and maintaining inventory for office supplies
• Handled confidential and sensitive information with discretion and tact.
• Managed office inventory, tracking supplies and placing orders to ensure smooth daily operations.
• Ensured smooth daily operations through consistent maintenance of office equipment, troubleshooting issues when necessary.
• Handled payroll processing tasks accurately while maintaining strict adherence to deadlines for timely payments.
• Improved office efficiency by implementing new filing systems and document management processes.
• Assisted in the development of company policies and procedures, contributing to a more organized work environment.
• Increased office efficiency by developing and implementing inventory management system for office supplies.