Simran Kaur

Wolfgang Music Pte Ltd, Singapore

Associate Operations Manager (May 2024 – Present)

• Run the daily operations of a high-calibre music studio, balancing the needs of high-net-worth clients, prodigy-level training, and early childhood music programs.
• Manage intricate scheduling for 200+ students, optimising instructor availability while accommodating last-minute changes.
• Act as the first point of contact for parents, students, and instructors, swiftly resolving concerns over studio policies with professionalism and diplomacy.
• Plan and execute monthly recitals and quarterly concerts, handling venue logistics, event coordination, and seamless execution.
• Drive student enrolment, achieving a 75% conversion rate from trial lessons through proactive engagement and relationship management.
• Oversee financial operations, including invoicing, payment tracking, and ensuring accuracy in financial records.
• Resolve scheduling conflicts and operational challenges quickly, maintaining a structured, high-quality learning environment for students and instructors.

• Built strong, trusted relationships with executives and members, ensuring a high-end, personalised experience in a premium co-working environment.
• Managed daily operations of the space, overseeing vendor coordination, client services, and seamless day-to-day workflows.
• Optimised payment processes, reducing overdue accounts through strategic, personalised follow-ups and proactive client engagement.
• Curated premium workplace experiences, from pantry offerings to tailored member services, elevating the overall environment.
• Planned and executed exclusive networking and member events, strengthening professional connections within the space.
• Led workflow improvements that enhanced efficiency, service standards, and overall client satisfaction.

• Successfully filled roles in Instant Services, Reception, Night Duty Manager, and Duty Manager positions within a short notice period due to staffing challenges
• Managed a team of 10 personnel during this cross-deployment phase
• Coordinated with 5 departments to ensure smooth and timely reopening
• Led the Talent Acquisition process, resulting in 8 candidates seamlessly integrating into the hotel’s culture and exceeding performance expectations
• Implemented assessment criteria that improved the cultural fit of new hires
• Collaborated with Departmental Heads and External Vendors to streamline the procurement of Operating Supplies & Equipment (OS&E) and Guest Amenities
• Achieved 15% cost savings through negotiation and vendor management

• Established and led a new department from inception, managing a team of 20 members
• Collaborated with department leaders to create 3-4 new standard operating procedures (SOPs) to streamline operations
• Cross-trained in multiple hotel departments, including Front Office, Instant Services, and Restaurant Operations, enhancing proficiency

• Oversaw and managed the entirety of Club InterContinental operations, including rooms, F&B, pool, and Meetings & Events
• Provided the highest level of recognition and service to internal and external VIPs, resulting 20-30% increase in repeat VIP bookings
• Utilized strong interpersonal and communication skills to lead, develop, and motivate team members

• Green Engage Program: Spearheaded the Green Engage program at Hotel Indigo, resulting in a 25% reduction in the hotel’s carbon footprint and an increase in guest participation
• Collaborated with various departments to launch the program from scratch, developed standard operating procedures (SOPs), and conducted training for Front Office, Housekeeping, and Minibar Teams
• Successfully trained a second In-Charge (IC), enhancing team capabilities
• As of July 2019, the hotel has achieved $5,000 in savings through guest participation, with ongoing benefits
• Geo Source Nationality & Purpose of Visit Program: Collaborated with Sales, Marketing, and Reservations teams to implement the Geo Source Nationality & Purpose of Visit Program
• Ensured vigilant guest profile updates by the Front Office team, resulting in a 15% increase in room nights from the target market segment
• Implemented tracking measures for room type, upgrades, reasons, and upsold value, enabling better insights for future room enhancements and room mix changes
• Departmental Trainer: Coordinated a comprehensive training plan for the entire team, ensuring compliance with audits and up-to-date training materials
• Collaborated with Assistant Front Office Manager (AFOM) and Human Resources (HR) to execute a year-long training program, resulting in an increase in audit compliance
• Inspiration Maker: Led the onboarding process for new team members, focusing on instilling brand service behaviors and promoting the Hotel Indigo service culture
• Successfully ensured that all colleagues embraced the brand’s Neighbourhood Story, contributing to improvement in service quality and guest satisfaction ratings

• Underwent courses for maximizing guest loyalty, personal grooming, and etiquette classes
• Maximized guest loyalty to a brand new hotel by providing personalized and bespoke service
• Conducted site inspections for walk in and corporate guests and highlighting selling points of the property
• Understood and adapted to service standards its philosophy and cultures to meet quality standards

• Attended to guest queries, check in, check out
• Room blocking for due in guests and remembering their preferences
• Diplomatically resolving guest issues and grievances