SHERRAIN CHONG SHU HAN
Singapore
Summary
Professional with strong foundation in hospitality management, specializing in guest services. Adept at leading teams, ensuring exceptional customer satisfaction, and adapting to evolving needs. Skilled in conflict resolution, staff training, and operational efficiency. Known for reliability, effective communication, and results-driven approach.
Overview
16
16
years of professional experience
Work History
Guest Services Supervisor
The Westin Singapore
08.2022 - Current
- EXSA Sliver Award Recipient
- Generate reports to controlled expenses by managing food and labor costs.
- Assisting in Roster Planning
- Provide training for new staff and juniors.
- Keep records that relevant to health, safety, and licensing regulations. (example temperature log)
- Collaborated with kitchen staff to ensure seamless food and beverage service during peak hours.
- Assist to montior Guest Satisfaction Report to review on guest suggestions or concerns, helping drive continuous improvement efforts within the lounge operation.
- Fostered Positive work environment by promoting teamwork, open communication, and strong leadership among staff members.
- Managed stock inventory regularly in reducing waste while ensuring adequate stock of essential supplies.
- Cordinate with Part timer and Part-Time Ageny in staff scheduling and resource allocation.
- Overseeing cleanliness and maintenance of the lounge area.
- Coordinated closely with other departments within the establishment to enhance overall guest experience during their stay or visit.
- Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.
- Trained new hires in food handling and safety protocols to boost knowledge and performance.
- Scheduled and rotated staff for adequate coverage and fair distribution of workload.
- Supervised food presentation and plating to enhance visual appeal.
- Conduct Experiential events monthly, helping create memorable experiences for attendees.
- Established rapport with frequent travelers through consistent recognition and personalized interactions, cultivating long-term relationships with guests.
- Maintained accurate inventory levels of food and beverages by conducting regular stock checks and placing orders as needed.
- Maintaining a well-stocked and visually appealing buffet area, ensuring that all food items were fresh and replenished as needed.
- Give recognition to regular guests, remembering their preferences and promptly attending to their needs and personalizing their experiences.
- Completed daily side work and opening and closing duties without fail.
- Resolved guest complaints professionally and efficiently, demonstrating excellent problem-solving skills.
- Access Saftlok software for adherence to security protocols while allowing authorized guests entry into the lounge.
- Manage and reserve a meeting room for loyalty guest usage for business purposes.
Senior Room Division Executive
Sheraton Towers Singapore - Marriott
04.2018 - 08.2022
- Front Desk (Main position)
- In-charge of Upselling
- In-charge of Gift shop (stock taking)
- Check-in/Check-out duties by Lightspeed
- Monitor on daily arriving guest special request
- Monitor and reply email
- Answer all in-coming call and follow-up if required
- Exchange on Foreign Currency
- Monitor Member Experience Platform, attend to guest enquires and request
- Monitor Mobile Check-in & check out
- Check daily task and follow up on incomplete duties
- Follow up on wake-up call
- Night Front Desk Duties
- Cashiering
- Collect all incoming mail and verify on guest details
- Taxi / Maxi / Combi Booking
- Follow up on all unclaimed mails
- Make booking for Airport Arrival and Departure transfer
- Offer suggestion on attraction and guided tour
- Make arrangement with DHL/FedEx for any outgoing mail
- Store and retrieve guest luggage
- Opening of lounge
- Serving during cocktails hours
- Top-up on stock
- Count & Order stocks
- Closing of lounge
- Achievement in Sheraton Towers Singapore
- Perfect attendance in 2019 and 2021
- Top-upsell in year 2020
Customer Service Executive
Bellezza Aesthetics
Singapore
03.2017 - 04.2018
- Distribute customer fairly to available beautician
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Maintained up-to-date knowledge of product and service changes.
- Making and confirming appointments, communicated with customer, and updated customer records.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Optimized existing spreadsheets for better tracking and analysis of entered data.
Cashier
Chanel Singapore
Singapore
06.2016 - 01.2017
- Process GST Refund Transaction for foreign customer
- Do gifts wrapping when requested by customer
- Learn the lasted Foreign Money Exchange rates for overseas currency paymeny
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Used POS system to enter orders, process payments and issue receipts.
- Processed refunds and exchanges in accordance with company policy.
Flight Attendant
Tigerair Singapore
Singapore
01.2012 - 06.2016
- Maintained a safe cabin environment by conducting pre-flight safety checks and adhering to FAA regulations.
- Handled medical emergencies calmly and competently following established protocols while liaising with the cockpit crew as needed.
- Enhanced passenger satisfaction by providing exceptional in-flight service and addressing individual needs.
- Participated in regular training sessions to stay current on industry trends, evolving company policies, safety procedures, and customer service strategies.
- Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Supported team morale through effective communication skills that fostered cooperation among diverse crew members under various circumstances.
- Answered passenger questions and provided solutions to issues arising during flights.
- Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
- Provided comfort to anxious travelers through active listening, empathy, and reassurance during turbulence or other flight challenges.
- Resolved passenger conflicts and medical emergencies during flights.
- Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Served beverages and food items from refreshment carts and provided information about in-flight offerings to passengers.
- Assisted passengers with disabilities by providing wheelchairs and supporting throughout airport to provide excellent customer service.
- Prepared cabin for arrival by cleaning surfaces, restocking supplies, securing loose items, and ensuring overall orderliness.
- Managed inventory effectively, ensuring that all necessary supplies were available for each flight, while minimizing waste and costs.
- Collected trash, tidied up aisles and wiped down surfaces during and in between flights to keep cabin clean.
- Ensured timely departures by assisting with boarding procedures and efficiently stowing luggage.
- Streamlined the boarding process by assisting passengers with seat assignments and providing clear directions during busy flights.
- Relayed updates and information to passengers after confirming key details with pilot.
- Facilitated efficient meal services by accurately taking orders, serving food quickly, and managing dietary restrictions or special requests.
- Elevated onboard sales revenue by effectively promoting duty-free products and conveying the benefits of loyalty programs.
- Improved flight attendants' response times to passenger calls by implementing more efficient workflow.
- Increased customer satisfaction by providing high-quality service and attending to passengers' needs with empathy and professionalism.
- Ensured compliance with federal aviation regulations during all flights, contributing to airline's outstanding safety record.
- Maintained clean and orderly cabin environment throughout flights, enhancing overall passenger experience.
- Assisted passengers in finding their seats and storing carry-on luggage, ensuring swift and organized boarding process.
- Cultivated positive and welcoming atmosphere, making flights more enjoyable for passengers.
- Reduced anxiety for passengers during turbulence by providing reassurance and clear instructions.
- Enhanced onboard sales of duty-free products by providing knowledgeable recommendations and efficient service.
- Assured timely departures by efficiently completing all pre-boarding tasks.
- Trained new flight attendants, equipping them with skills needed to maintain high service standards.
- Assisted passengers with storing luggage and helped locate seating.
- Coordinated with ground personnel to resolve any issues or discrepancies in a timely manner, maintaining smooth operations.
- Assisted in managing passenger conflicts with diplomacy and professionalism, maintaining peaceful cabin environment.
- Delivered food and beverage service, reading material and other in-flight services.
- Responded to passenger emergencies to provide first aid.
Operating Officer (Internship)
Singapore Cruise Centre
Singapore
10.2010 - 04.2011
- Managing queue to minimise passenger discomfort and expedite boarding process
- Responded to passengers requests efficiently and with knowledgeable assistance.
- Developed and implemented emergency procedures, complying with safety regulations and enabling preparation in crisis events.
- Managed flight itinerary updates and communicated changes to appropriate sea traffic control contacts to optimize movements and protect ferry and cruises.
- Implemented and enforced safety policies and procedures, confirming compliance with regulations.
- Maintained accurate records of flight details, ensuring prompt updates were communicated to relevant parties.
- Facilitated the boarding process by verifying passenger documents and providing assistance as needed.
- Assisted passengers with special needs during boarding processes while offering compassionate care throughout their time at the airport.
- Improved Cruise terminal safety by conducting regular inspections and identifying potential hazards.
- Provided announcements to instruct passengers in boarding.
Sales Assistant (Internship)
Underwater World Singapore
Singapore
10.2008 - 03.2009
- Performed cash, card, and check transactions to complete customer purchases.
- Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
- Increased sales by building strong customer relationships and providing excellent service.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Listened to customer needs and desires to identify and recommend optimal products.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Identified upselling opportunities, contributing to increase in average transaction value.
Education
Diploma - Tourism
Tourism Management Institute of Singapee
Singapore12.2011
Higher Nitec - Leisure And Travel Operations
Institution of Technical Education (West)
Singapore03.2011
Nitec - Tourism
Institution of Technical Education (Clementi)
Singapore12.2008
GCE N Level - General Studies
Deyi Secondary School
Singapore 12.2007
PSLE - General Studies
Teck Ghee Primary School
Singapore12.2003
Skills
- Operations management
- Concierge services
- Bilingual in English and Mandrain
- Cashiering handling
- Food safety standard
- Customer oriented
- Leadership Skill
- Food and beverage operations
- Hotel operations
- Microsoft office
Timeline
Guest Services Supervisor
The Westin Singapore
08.2022 - Current
Senior Room Division Executive
Sheraton Towers Singapore - Marriott
04.2018 - 08.2022
Customer Service Executive
Bellezza Aesthetics
03.2017 - 04.2018
Cashier
Chanel Singapore
06.2016 - 01.2017
Flight Attendant
Tigerair Singapore
01.2012 - 06.2016
Operating Officer (Internship)
Singapore Cruise Centre
10.2010 - 04.2011
Sales Assistant (Internship)
Underwater World Singapore
10.2008 - 03.2009
Diploma - Tourism
Tourism Management Institute of Singapee
Higher Nitec - Leisure And Travel Operations
Institution of Technical Education (West)
Nitec - Tourism
Institution of Technical Education (Clementi)
GCE N Level - General Studies
Deyi Secondary School
PSLE - General Studies
Teck Ghee Primary School