Sheral Sim
Summary
Boasting more than 20 years of robust experience in the hospitality and student housing management sectors, I am a seasoned professional with a sterling track record in operational excellence, strategic planning, and team leadership. My tenure at organisations like Singapore Management University and Katong Hostel has sharpened my expertise in overseeing large-scale operations, elevating customer satisfaction, and spearheading continuous improvement efforts. My career is marked by a commitment to delivering exceptional results and fostering dynamic team environments.
Overview
24
24
years of professional experience
Work History
Assistant Manager
Singapore Management University
03.2020 - Current
- Part of taskforce to streamline and upgrade processes with digital automation
- Successfully maintained and surpassed our annual occupancy goals and key performance indicators (KPIs) through strategic planning, effective management, and continuous improvement initiatives
- Oversee daily operation of up to 400 on-site and off-site student/faculty housing units
- Review and propose new ideas on cost cutting, increase revenue, greening measures, enhance on-site student housing living environment and the overall operational management aspects of the student housing
- On-site Student Housing: Roll out application and tools to better manage student housing occupancy, room allocation, inventory, billing and correspondence records
- Setup work processes/templates for effective communication to existing/new students on housing updates/changes/refunds and etc
- Oversees daily operations on-site student housing, term contractors, cleaners and security guards
- Plan and execute annual maintenance, cleaning works, assets checking, check-in/out inspection and etc for on-site student housing during school holidays between April – August
- Interview, hire and manage 4 student assistants between April – August and December to assist with our annual maintenance, cleaning works, assets checking and other necessary duties
- Mediate problems, implement correction plans, handling students’ complaints and services
- Oversee event setup and breakdown, ensuring all logistical elements are in place and events run smoothly.
- Provided on-site support during events, addressing any issues that arose and ensuring smooth operations.
- Off-site Student Housing: General administration for housing applications, offers, room assignment, etc
- Monitor daily report (check-in/out) and maintenance feedback updates from site office
- Handle student disputes/complaints
- Faculty Housing: Prepare and send staff/faculty/external tenants’ letter of offers for legal vetting, signatory, follow-up on their acceptance, stamp duty, invoicing, and trace payment
- Work closely with HR on new faculty’s housing arrangements and cessation reports.
Senior Leasing Executive
Singapore Management University
04.2016 - 03.2020
Leasing Executive
Singapore Management University
08.2011 - 03.2016
Assistant Manager
Katong Hostel / Queensway Hostel
06.2005 - 05.2011
- Supervised front office operations at Katong Hostel and established office SOPs for new hostels
- Led a team of 13 members in the Student Relationship (SR) Department across four hostels
- General administrative support, preparing monthly reports, etc for the board of directors
- Forecast, propose, and plan promotional offers to boost student renewals and occupancy rates
- Plan housing for international summer groups (100-200 participants) annually from Jun to Aug
- Organised quarterly hostel events for students to network
- Assisted with event logistics, including venue selection, setup, and teardown.
- Task force lead for a proper hostel reservation and management system.
Personal Assistant
Cambridge Hostel
- General secretarial duties for the General Manager
- Consolidate month-end departmental reports from different hostel locations for reporting
- Oversaw student relations, maintenance, logistics, security, discipline, and accounting.
Tour Guide
Katong Hostel
- Planning itinerary, logistic arrangements for overseas study tour groups for young children from Vietnam, China and Korea during June & July 2006/2007.
Students Relationship Officer
Katong Hostel
- Building rapport and render support for new students to adjust into Singapore’s lifestyle
- Attend to roommate dispute, maintenance/internet issues, counselling students
- General administrative support for daily check-in/out or renewals, and payment collection.
Senior Customer Service Executive
Samsung Authorised Customer Service
01.2002 - 06.2005
- Assisting and following up with walk-in / call-in / email complaints
- Mobile accessories inventory and logistics controller for outlet
- Provide product training for staff, stand-in during manager’s absence on staffing arrangements.
Administrative Officer
Nokia Care Centre @ Wheelock
- Responsible for daily sales reports, petty cash claims, banking of sales, logistics controller
- Admin lead in daily operations of scheduling technician repairs, daily allocation of duties
- Assisting with walk-in / call-in complaints.
Customer Service Executive
Nokia Care Centre @ Wheelock
- Handling incoming and outgoing registration of mobile phone repairs.
Catering Sales Coordinator
Singapore Marriott Hotel
08.2000 - 11.2001
- Secretarial support for Director of Catering and managers for miscellaneous assignments
- Scheduling appointments, attending to phone enquiries
- General administrative support for event managers
- Manages all inter-departments and pre-fixed VIP functions
- Leading 3 coordinators on daily tracking duties, office management, etc.
Education
GCE 'N' Levels -
Presbyterian High School
01.1999
PSLE -
Hong Dao Primary School
01.1995
Skills
- Resourcefulness
- Task-orientated
- Team player
- Prudent
- Time Management
- Strong Problem Solver
Accomplishments
- National Day Covid-19 Resilience Medal by Ministry of Education
- 2020 Staff Excellence Award by Singapore Management University
- 2020 Team Excellence Award by Singapore Management University
Availability
Two months’ notice period to be given to current employer.
Workshopstraining
- WSQ Boosting Efficiency and Content Strategy with Generative AI course, 05/20/2024
- Hands-on Guide to Writing Effective Standard Operating Procedures (SOP), 04/08/2024
- Communicate Effectively using MBTI for Personal Discovery, 12/15/2023
- Digital Strategy: Building Digital Capabilities to Transform Customer Experiences, 09/06/2023
- Applying Smart Tech in a Smart Way : The Right Approach to Digital Transformation, 02/09/2023
- Introduction to Project Management by Office of Business Improvement, 03/19/2019
- Lean Six Sigma - Yellow Belt Training by Office of Business Improvement, 03/20/2018
References
- Lim Wensi, ROSA Centre Manager, SMU, 97768812
- Yvonne Yong, Principal IS Analyst, SMU, 91081838
- Teo Liyong, Senior Assistant Leasing Director, SMU, 98538923
Languages
English
Bilingual or Proficient (C2)
Chinese (Mandarin)
Bilingual or Proficient (C2)
Timeline
Assistant Manager
Singapore Management University
03.2020 - Current
Senior Leasing Executive
Singapore Management University
04.2016 - 03.2020
Leasing Executive
Singapore Management University
08.2011 - 03.2016
Assistant Manager
Katong Hostel / Queensway Hostel
06.2005 - 05.2011
Senior Customer Service Executive
Samsung Authorised Customer Service
01.2002 - 06.2005
Catering Sales Coordinator
Singapore Marriott Hotel
08.2000 - 11.2001
Personal Assistant
Cambridge Hostel
Tour Guide
Katong Hostel
Students Relationship Officer
Katong Hostel
Administrative Officer
Nokia Care Centre @ Wheelock
Customer Service Executive
Nokia Care Centre @ Wheelock
GCE 'N' Levels -
Presbyterian High School
PSLE -
Hong Dao Primary School
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