Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic
Suratul Minnah Bte Yusop (Mimi)

Suratul Minnah Bte Yusop (Mimi)

Singapore

Summary

A positive, hard-working and highly motivated individual with over 20 years of diverse experience across the hospitality industry in the East Asia & Pacific region. Brings a rich background in Talent Acquisition, Human Resources, Reservations & Revenue Management, Front Office Operations, Office Facilities, and Conference & Catering Sales. Known for a passion for people, a results-driven mindset, and the ability to thrive in fast-paced, dynamic environments. Committed to delivering impeccable results in global initiatives while elevating customer satisfaction and supporting business growth across international markets.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Talent Acquisition Coordinator - EAPAC

Intercontinental Hotels Group
01.2021 - Current
  • Coordinate end-to-end recruitment processes for corporate-level roles across East Asia & Pacific, ensuring efficient and seamless hiring experiences.
  • Collaborate with Talent Acquisition Managers and HR Business Partners to support regional workforce planning and evolving talent needs.
  • Oversee interview logistics, candidate communications, offer documentation, and onboarding support with a high degree of professionalism.
  • Maintain and manage accurate recruitment data within applicant tracking systems (ATS) and HR platforms to support compliance and reporting accuracy.
  • Contribute to employer branding and candidate engagement initiatives to attract and retain top-tier talent across diverse markets.
  • Support regional HR programs including internal mobility, employee referrals, and talent development activities.
  • Ensure alignment with IHG’s global HR policies, recruitment standards, and local data protection regulations.
  • Serve as a key point of contact for candidates and hiring managers, ensuring a positive and consistent recruitment experience.
  • Ensured compliance with employment laws and regulations throughout all aspects of the recruitment lifecycle.
  • Implemented continuous improvement initiatives in the talent acquisition process based on feedback from candidates, hiring managers, and other stakeholders.

Senior Receptionist

Intercontinental Hotels Group
09.2019 - 01.2021
  • Serve as the first point of contact, delivering a warm and professional welcome to all guests and visitors.
  • Manage front desk operations including calls, visitor registration, mail handling, and meeting room coordination.
  • Uphold IHG’s brand standards by ensuring a polished, service-oriented front-of-house experience.
  • Support office administration, including inventory of supplies, vendor coordination, and facility requests.
  • Liaise with internal departments to facilitate seamless communication and office flow.
  • Mentor and guide junior reception staff, fostering a culture of excellence and professionalism.
  • Ensure adherence to security, health, and safety protocols at the reception area.
  • Handled complaints and questions, and re-directed calls to other team members.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Drafted professional memos, letters, and marketing copy to support business objectives and growth.
  • Trained new receptionists on best practices, resulting in improved performance metrics across the team.
  • Assisted with the preparation of reports, presentations, and meeting materials to ensure a smooth flow of information within the organization.
  • Facilitated smooth office operations by maintaining supplies inventory and liaising with vendors for timely deliveries.
  • Planned and booked travel accommodations for staff and visitors and provided vouchers, agendas and transportation.
  • Supported team productivity by coordinating meetings, organizing travel arrangements, and tracking expenses for the department.
  • Provided administrative support for various departments during peak periods or absences of team members.
  • Assisted human resources department with onboarding processes for new hires to ensure seamless integration into the company culture.
  • Ensured timely distribution of mail packages to correct personnel while also managing outgoing shipments as required.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.

Call Centre Manager

Crowne Plaza Changi Airport
02.2018 - 06.2018
  • Lead and oversee daily operations of the hotel’s call centre, ensuring prompt and professional service.
  • Drive service excellence by monitoring performance, coaching agents, and implementing best practices.
  • Manage workforce planning, scheduling, and real-time queue management to meet service level targets.
  • Collaborate with Front Office, Reservations, and other departments to ensure seamless guest communication.
  • Mentored junior staff members to develop their skills, leading to higher performance levels.
  • Streamlined workflow processes for improved team efficiency and increased productivity.
  • Analyse call data and guest feedback to identify trends, improve processes, and enhance guest experience.
  • Develop and deliver training programs to maintain high standards of brand voice and service consistency.
  • Spearheaded initiatives aimed at enhancing overall service quality, driving significant improvements in customer satisfaction ratings.
  • Ensure full compliance with IHG policies, data privacy, and safety protocols in all communications.

Reservations Manager

Courtyard By Marriott Singapore Novena (Pre-Opening Team)
12.2016 - 02.2018
  • Lead the pre-opening setup of reservations and revenue management systems in line with Marriott standards.
  • Develop and implement SOPs, rate structures, and distribution strategies ahead of launch.
  • Oversee room inventory, channel management, and rate loading to maximise visibility and bookings.
  • Analyse market trends and competitor data to forecast demand and optimise pricing strategies.
  • Collaborate with Sales, Marketing, and Operations to drive revenue and deliver a seamless guest booking experience.
  • Recruit, train, and lead the reservations team to ensure operational readiness and service excellence.
  • Ensure compliance with brand systems, data protection policies, and revenue audit standards.
  • Manage the processes and creation of all reservations and group activities, using the MARSHA system
  • Coach, train, develop and equip the service team to deliver excellent service, ensure team productivity, motivation and performance to provide exceptional service and best rate plans/promotions to guests/clients
  • Monitoring telephone etiquette and overall performance of reservations staff daily
  • Reservations Hotel Champion for configuration of rate codes and package elements in Opera, ensuring that it is in accordance to the Marriott Global Standards
  • Provide update to reservation systems, process all requirements as well as managing the inventory of the MARSHA and Opera system ensures accuracy
  • Responsible in liaising with Director of Revenue regarding occupancy as well as the Rates Reservation's Analysis
  • Understands the overall market, including competitors’ strengths and weaknesses, economic trends, supply and demand etc. and knows how to sell against them
  • Closes the best opportunities for the property based on market conditions and property needs
  • Monitors same day selling procedures to maximize room revenue and control property occupancy

Assistant Manager – Central Reservations (SG Cluster-SinOps for 7 Properties)

The Ascott Limited
01.2015 - 11.2016
  • Manage the processes and creation of all reservations and group activities, of the Central Reservations Team for 6 properties
  • Work closely with Revenue Manager and Property managers in strategizing, deciding new rate plans and organizing promotions, as well as involved in dealing with Travel Agents or Online Travel Agents to arrange discounts, promotions and Hotel offers for improved booking levels
  • Allocate daily tasks to Reservations officers and responsible for their work schedule and training
  • Monitoring telephone etiquette and overall performance of reservations staff daily
  • Review reports such as daily bookings, arrival reports, occupancy forecast
  • Responsible in liaising with Sales Department in regards to the occupancy as well as the rates Reservation's Analysis
  • Monitors, coordinates and supervising group reservations activity with the Sales Department and Revenue Manager
  • Take ownership and responsibility to improve room occupancy figures, manage bookings and keep accurate records
  • Reviews no-show and cancelled reservations and processes charges per policy and room blocking for Long Stays

Reservations Manager

Changi Cove
02.2014 - 09.2015
  • Take ownership and responsibility to improve room occupancy figures, manage bookings and keep accurate records to ensure that all rooms are filled
  • Strategizing, deciding new rate plans and organizing promotions, as well as involved in dealing with Travel Agents or Online Travel Agents to arrange discounts, promotions and Hotel offers for improved booking levels
  • Works closely with Senior Managers on Revenue strategy, change of rate plans depending on seasonal demands and revenue requirements
  • Responsible to liaise with the OTAs, third party agents, travel agents, recommending ways to maximize revenue on different market segments as well as the performance of the rooms promotions
  • Coach, train, develop and equip the service team to deliver excellent service, ensure team productivity, motivation and performance to provide exceptional service and best rate plans/promotions to guests/clients
  • Oversee Reservations daily operations, process all requests and manage inventory of all room types and rate plans
  • Assist with advising, proposing, implementation and improving of process flow, policies and procedures for Front Office Department
  • Work closely with the upper management team, contributes to the development and implementation of organizational strategies, policies and practices
  • Maintain an organised and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
  • Work closely with the Front Office Manager in advising, proposing, maximize room revenue and occupancy by reviewing status daily. Analyse rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily. Eg : Flash report, Allowance etc.
  • Assist with ad-hoc projects given or assigned as and when required
  • Last drawn salary: S$3,300
  • Reason for leaving: Career enhancement for Cluster/Central Reservations

Operations Manager – Front Office including Call Centre, Reservations and Groups Management

PARKROYAL On Pickering
08.2011 - 02.2014
  • Handles operational requirements, task and duties of the Call Centre, Property Reservations (TPI), Front Desk, Duty Manager including Groups Management
  • Develops call centre systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
  • Responsible in setting up the process works, operational work flows, systems configurations, SOPs and work flows for Front Office, Call Centre, Reservations including Groups Management
  • Facilitator for the departmental training and trainings for new hires in Front Office, Call Centre, Reservations including Groups Management
  • Maintain an organised and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs
  • Maximize room revenue and occupancy by reviewing status daily. Analyse rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily. Ie flash report, allowance etc.
  • Monitor all V.I.P 's special guests and requests
  • Stand-in for the Front Office Manager in his absence
  • Operate all aspects of Front Office computer systems, including software maintenance, report generation and analysis and configuration changes
  • Department Champion for PMS systems, Wake-up call systems, Call Accounting systems
  • Review daily front office work and activity reports generated by Operation Executive and Duty Managers
  • Assisting with recruitment and Human Resource related areas such as manning, employment requirements and other assigned duties as required
  • Manage the Finance related issues and process improvements for Front Office Team, Reservations and Groups Management
  • Assisting with all other operational requirements and admin works as assigned for Front Office Team (including Call Centre, Reservations and Groups management)
  • Last drawn salary: S$3,276
  • Reason: Seeking opportunities for a work life balance environment

Reservations/Revenue Officer

Royal Plaza on Scotts
09.2006 - 06.2008
  • Increased revenue by implementing effective tax collection strategies and monitoring taxpayer compliance.
  • Supported management with ad hoc reporting needs, enabling informed decision-making regarding revenue collection efforts.
  • Assisted in the development of new policies and procedures for more efficient revenue collection practices.

Education

High School Diploma -

HCS
08-2021

High School Diploma -

School of Applied Studies
07-2018

Skills

Skills

  • End-to-end recruitment coordination across multi-country corporate hiring
  • Talent sourcing support and stakeholder management across East Asia & Pacific
  • Workforce planning support in collaboration with HR Business Partners
  • Professional handling of interview logistics and candidate experience
  • Offer letter and onboarding process coordination
  • Employer branding and candidate engagement initiatives
  • Data accuracy, compliance, and reporting in recruitment operations
  • Support for internal mobility, employee referrals, and talent programs
  • In-depth understanding of HR policies and data protection standards
  • Liaison between candidates, hiring managers, and cross-functional teams

Systems & Tools

  • Applicant Tracking Systems (ATS) – eg, Workday, Oracle, or similar platforms
  • HRIS platforms for onboarding and employee lifecycle support
  • SAP, Ariba, Peoplesoft Payment systems
  • Microsoft Office Suite - Outlook, Excel, Word, PowerPoint
  • Interview scheduling tools (eg, Microsoft Teams, Zoom, Calendly)
  • Tableu - Data reporting and dashboard tools for recruitment analytics
  • Collaboration tools – Microsoft Teams, SharePoint, OneDrive
  • Employer branding platforms (eg, LinkedIn, job boards, career sites)
  • Opera, Micros Fidelio, POS systems
  • FCS, Avaya Call Centre systems
  • Channel Distribution / Channel Manager (Rate Tiger, Siteminder, TRUST, Fastbooking, Ez-RMS, TravelClick)
  • Revenue Optimization System
  • GDS System
  • MARSHA (Marriott Reservations Hotel System)

Certification

  • Employee of the Month / Employee of the Quarter / Manager of the Quarter
  • Excellence Service Awards (STAR, Silver and Gold)
  • Creative Trainer / Train The Trainer
  • Customer Delight / Customer Excellence

References

Head of HR, EAPAC - Mustafa Denlisoz : mustafa.denlisoz@ihg.com (Mobile : +65  97256811)

Talent Acquisition Lead, EAPAC - Wije Mookiah : wije.mookiah@ihg.com (Mobile : +65 80935821)

Timeline

Talent Acquisition Coordinator - EAPAC

Intercontinental Hotels Group
01.2021 - Current

Senior Receptionist

Intercontinental Hotels Group
09.2019 - 01.2021

Call Centre Manager

Crowne Plaza Changi Airport
02.2018 - 06.2018

Reservations Manager

Courtyard By Marriott Singapore Novena (Pre-Opening Team)
12.2016 - 02.2018

Assistant Manager – Central Reservations (SG Cluster-SinOps for 7 Properties)

The Ascott Limited
01.2015 - 11.2016

Reservations Manager

Changi Cove
02.2014 - 09.2015

Operations Manager – Front Office including Call Centre, Reservations and Groups Management

PARKROYAL On Pickering
08.2011 - 02.2014

Reservations/Revenue Officer

Royal Plaza on Scotts
09.2006 - 06.2008

High School Diploma -

HCS

High School Diploma -

School of Applied Studies

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Suratul Minnah Bte Yusop (Mimi)