SOK WAI TANG
Summary
Proven leader with a track record of enhancing in-room dining efficiency and guest satisfaction at The Ritz Carlton Millenia Singapore. Skilled in team leadership and complex problem-solving, I increased service productivity and maintained high-quality standards. Expert in staff training and development, I boosted team performance and profitability through innovative strategies and cross-functional teamwork.
Overview
13
13
years of professional experience
Work History
In-Room Dining Assitant Manager
The Ritz Carlton Millenia Singapore
11.2022 - Current
- Streamlined in-room dining operations for increased efficiency and reduced service times.
- Improved guest satisfaction by implementing efficient in-room dining order management processes.
- Collaborated with culinary team to develop diverse and appealing in-room dining menus.
- Managed inventory control to minimize waste and ensure the availability of high-quality food items.
- Established effective communication channels between kitchen staff and servers, streamlining operational processes for timely meal delivery.
- Regularly reviewed guest feedback data, making necessary adjustments to enhance overall experience and satisfaction levels.
- Maintained strict adherence to food safety regulations, preventing incidents of foodborne illness or contamination.
- Developed strong relationships with guests, addressing their needs and resolving any issues promptly.
- Created a positive work environment that fostered teamwork, resulting in improved employee retention rates.
- Organized special events catering within hotel rooms, showcasing excellent attention to detail and personalized customer care for memorable experiences.
- Efficiently managed budgets, controlling costs while delivering exceptional in-room dining services for optimal profitability levels without compromising quality standards.
- Enhanced team productivity through regular training sessions and performance evaluations.
- Increased room service revenue by promoting special offers and upselling menu items to guests.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Motivated staff to perform at peak efficiency and quality.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Oversaw food preparation and monitored safety protocols.
- Trained staff on proper cooking procedures as well as safety regulations and productivity strategies.
- Monitored and adjusted pricing, discounts and promotions to maximize profitability.
- Purchased food and cultivated strong vendor relationships.
- Maximized quality assurance by completing frequent line checks.
- Coordinated with catering staff to deliver food services for special events and functions.
- Enhanced financial controls to minimize theft and loss risks, continuously maintaining accurate accounts and cash drawers.
In-Room Dining Supervisor
The Ritz Carlton Millenia Singapore
04.2019 - 11.2022
- Implemented quality control measures to maintain consistency in food preparation, presentation, and delivery.
- Improved communication between front desk, housekeeping, and kitchen staff for seamless order fulfillment and guest relations.
- Continuously updated knowledge on industry trends and best practices through participation in professional development opportunities.
- Collaborated with hotel management to develop enticing menus tailored to guest preferences and dietary needs.
- Streamlined ordering process for increased efficiency by implementing a user-friendly digital system.
- Conducted regular inventory checks, ensuring adequate stock levels for seamless service delivery.
- Maximized employee productivity by providing clear expectations and continuous performance feedback.
- Developed strong relationships with key hotel vendors to ensure reliable supply chain management.
- Enhanced guest satisfaction by ensuring timely delivery of in-room dining orders and maintaining high-quality presentation.
- Managed budget for in-room dining department, carefully monitoring expenses while maintaining quality standards.
- Oversaw scheduling of room service attendants, ensuring optimal staffing levels during peak hours and special events.
- Promoted upselling techniques among team members to increase revenue without compromising guest experience.
- Reduced wait times for guests with prompt coordination between kitchen staff and room service attendants.
- Ensured compliance with local health codes by conducting regular inspections of the in-room dining area and equipment.
- Trained new team members on proper in-room dining procedures, fostering a culture of exceptional service.
- Communicated effectively with dining staff and guests alike to promote adherence to dining room policies and standard operating procedures.
Administrative Clerk
Kerry Logistics
10.2017 - 05.2018
- Entered data into system and updated customer contacts with information to keep records current.
- Safeguarded sensitive information by maintaining strict confidentiality protocols when handling personnel files or company documentation.
- Input data and processed system change to generate accurate reports.
- Communicated with customers via phone and email to confirm deliveries and respond to inquiries.
- Reduced errors in data entry tasks by maintaining accurate records and utilizing verification methods.
- Balanced multiple roles to accomplish diverse tasks and make larger impact to organization.
- Coordinated and maintained impressive office organization to keep facilities efficient, organized, and professional.
- Helped maintain a positive office atmosphere with proactive conflict resolution and team-building efforts.
- Managed daily mail distribution for both internal employees and external customers or clients.
- Enhanced office productivity by managing incoming calls, emails, and appointments for staff members.
- Improved communication between departments through effective scheduling and coordination of meetings.
- Assisted in budget preparation, gathered necessary documentation and performed initial analysis to support financial planning.
- Ensured compliance with internal policies, conducted regular audits of office supplies and initiated reordering process.
- Input data into spreadsheets and databases.
- Purchased and maintained office supplies.
- Reviewed files, records and other documents to obtain information to respond to requests.
In-Room Dining Order Taker
The Ritz Carlton Millenia Singapore
05.2013 - 08.2017
- Increased repeat business by building rapport with guests through friendly and professional interactions.
- Demonstrated comprehensive knowledge of hotel amenities and services, assisting guests in making informed decisions about their stay.
- Managed multiple telephone lines simultaneously, ensuring timely response to all incoming calls from guests.
- Adhered strictly to food safety guidelines when handling orders, contributing to a safe dining environment for all guests.
- Assisted management with inventory control measures by providing accurate information regarding stock levels and product usage trends.
- Fostered a positive working environment by maintaining open lines of communication with team members and actively supporting their professional growth.
- Streamlined order-taking process for faster service, resulting in increased positive guest feedback.
- Handled billing inquiries accurately and professionally, resolving any discrepancies before they escalated into larger issues.
- Assisted guests with menu selections, providing recommendations based on dietary preferences and restrictions.
- Facilitated communication between room service staff and other hotel departments for seamless coordination of guest needs.
- Supported the development of promotional materials for in-room dining offerings, generating increased interest among guests.
- Provided attentive service and proactively assessed guest needs.
- Assisted wait staff with timely food delivery and guest requests.
- Monitored dining room inventory and replenished as necessary.
- Assisted customers with carry-out service.
- Set up advertising signs and displays on shelves, counters and tables.
- Engaged in suggestive selling and other sales techniques.
- Served meals to customers according to established guidelines.
- Refilled beverage glasses, cleared and reset tables, and stocked service areas.
- Maintained clean and safe work environment.
- Arranged food, utensils and condiments on trays to serve meals with necessary items.
Secretary
Ukur Khidmat
06.2012 - 04.2013
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained daily report documents, memos and invoices.
- Scheduled appointments and conducted follow-up calls to clients.
- Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
- Entered data into system and updated customer contacts with information to keep records current.
- Maintained electronic filing systems and categorized documents.
- Provided exceptional customer service by promptly addressing inquiries and resolving issues professionally.
- Contributed to a positive work environment by providing support to colleagues when needed in various tasks or projects.
- Utilized advanced software programs for data entry tasks that increased accuracy while minimizing errors.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Oversaw inventory of office supplies, ensuring availability and cost-efficiency.
- Contributed to team morale by organizing staff welfare activities, leading to improvement in workplace satisfaction.
- Organized travel arrangements for executive team, ensuring smooth logistics for multiple international trips.
- Improved office workflow by redesigning document submission process.
- Streamlined communication processes, resulting in faster response times to internal queries.
- Managed incoming and outgoing correspondence, maintaining confidentiality and timeliness.
- Facilitated inter-departmental communication to ensure all parties were informed of key updates.
- Improved document management with introduction of new digital archiving system.
- Managed filing system, entered data and completed other clerical tasks.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Performed research to collect and record industry data.
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
Administrative Clerk
Twan Auto Service Sdn. Bhd.
03.2011 - 05.2012
- Entered data into system and updated customer contacts with information to keep records current.
- Safeguarded sensitive information by maintaining strict confidentiality protocols when handling personnel files or company documentation.
- Input data and processed system change to generate accurate reports.
- Communicated with customers via phone and email to confirm deliveries and respond to inquiries.
- Increased customer satisfaction with prompt and courteous service while addressing inquiries and concerns.
- Helped maintain a positive office atmosphere with proactive conflict resolution and team-building efforts.
- Maintained a professional office environment by ordering necessary supplies, managing inventory levels, and organizing workspaces.
- Streamlined administrative processes by implementing efficient filing and organizational systems.
- Enhanced office productivity by managing incoming calls, emails, and appointments for staff members.
- Improved communication between departments through effective scheduling and coordination of meetings.
- Proofread and edited professional documents to fix errors.
- Streamlined document management, implemented digital filing system that improved access and security.
Education
SPM
Kwang Hua National Type Secondary School;
Malaysia12.2010
Skills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Staff Training and Development
- Staff Management
- Cross-Functional Teamwork
- Schedule Preparation
- Teamwork and Collaboration
- Customer Service
- Multitasking
- Hiring and Training
Languages
English
Bilingual or Proficient (C2)
Chinese (Mandarin)
Bilingual or Proficient (C2)
Malay
Advanced (C1)
Chinese (Cantonese)
Advanced (C1)
Timeline
In-Room Dining Assitant Manager
The Ritz Carlton Millenia Singapore
11.2022 - Current
In-Room Dining Supervisor
The Ritz Carlton Millenia Singapore
04.2019 - 11.2022
Administrative Clerk
Kerry Logistics
10.2017 - 05.2018
In-Room Dining Order Taker
The Ritz Carlton Millenia Singapore
05.2013 - 08.2017
Secretary
Ukur Khidmat
06.2012 - 04.2013
Administrative Clerk
Twan Auto Service Sdn. Bhd.
03.2011 - 05.2012
SPM
Kwang Hua National Type Secondary School;
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