Summary
Overview
Work History
Education
Skills
Accomplishments
Salary Expectation
Hobbies and Interests
Certification
Languages
Timeline
Generic
Sylvia Goh Lim

Sylvia Goh Lim

Summary

Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.

Overview

30
30
years of professional experience
1
1
Certification

Work History

Operations Manager / Hotel Manager

Santa Grand Hotels
05.2015 - Current
  • Taking charge of 5 hotels from May 2015 until 2019
  • Work closely with the hotel consultant for 6 months (May 2015- Dec 2015) to build the hotel SOP and service training.
  • Work closely with the hotel new management ARIVA from 2016-2018 on hotel operations.
  • Portfolio includes of preparation of hotel handover to hotel operators
  • Taking over the property in Malacca and setting up for leasing
  • Involve with Project Team on setting up of KL Properties operations before hiring of local team
  • Work closely with the hotel team to drive and focus on attaining the desired financial result without compromising on guest satisfactions.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Interacted well with customers to build connections and nurture relationships.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Introduced new methods and practices to to improve work environment, company culture or overall business strategy.
  • Developed and maintained relationships with external vendors and suppliers.
  • Analyzed and reported on key performance metrics to senior management.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Assisted in recruiting, hiring and training of team members.

Assistant Front Office Manager

Gallery Hotel Singapore
04.2013 - 02.2015
  • Build the hotel SOP and JD, assist FOM in running the daily operations under Reservations, Front Desk, Concierge, Bell services
  • Gain experience in hotel closing during the hotel change of ownership from independent owner to RB Capital.
  • Created quarterly company employee appreciation outings to reinforce employee-centric environment.
  • Served as floating manager-on-duty, MOD, to cover shift shortage.
  • Completed monthly and quarterly reports for senior management.
  • Encouraged and mentored employees to boost performance and remove process inefficiencies.
  • Prepared agendas and took notes at meetings to archive proceedings.
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.

Front Office Assistant to Assistant Front Office Manager

Le Meridien - Concorde Hotel Spore
04.1995 - 03.2013
  • Climb from Front Desk to Managerial Level from 1995-1999
  • Portfolios of Front Desk Manager to Assistant Front Office Manager
  • Handles team of 45 staff from 2011 until 2013 with the absence of FOM.
  • Responded to inquiries from callers seeking information.
  • Reviewed and updated customer information in database for accuracy.
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Monitored customer service trends and provided insights to management team for further improvement.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.

Front Desk Receptionist

Holiday Inn Resort Penang
01.1994 - 03.1995
  • Experience in Manual Check in and Night Balancing to involve in PMS Conversion check in.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Resolved Guest Feedback professionally.
  • Entered and updated sensitive customer information during check-ins and room changes.

Education

Methodist Girls’ School Penang

Diploma in Mass Communication accredited by Griffith University -

IBMEC Singapore

Certificate Digital Marketing – Digital Marketing Institute

Skills

  • Communication Skills
  • Training and Development
  • Human Resource Management
  • Computer Skills - Words, Powerpoint, Excel, Opera, Oasis, Microsoft Outlook
  • Inventories Control
  • Budget Management
  • Fire Safety Management
  • Risk Assessment
  • Housekeeping Management
  • Responding to Guest Feedback - Online and Hotel Website
  • Handling of VIPs protocol
  • Handling of Suppliers and Vendors
  • Inventory Management

Accomplishments

  • Achieved 20% increased from 2019 revenue by introducing the hotel network software for hotel website performance .
  • Supervised team of 2015 40 staff members for 5 properties to 13 staff members {2020}.
  • Consistency in operations expenses
  • Implemented limited room cleaning,reduce plastic usage for bottled water
  • Collaborated with team of 4 (1xIT, 1 x Project, 2 Consultants) in the development of Santa Grand KL
  • Used Microsoft Excel to develop inventory tracking spreadsheets.(Example: Linens Inventory, Stocks Inventory,Hotel Maintenance repair record)
  • Paperless Guest Tax Invoice, Scan and Save Invoice in folder before submission to Finance
  • Resolved Guest feedback on product issue without restaurant through collaboration with nearby cafe to provide set meal service to hotel guests.

Salary Expectation

SGD $5500(negotiable)

Hobbies and Interests

  • Watching Self Improvement Videos
  • Traveling
  • Exercising-Keeping Fit

Certification

  • Supervisory Training in ART Self Swab by HMI Institute of Health Sciences (June 2021)
  • Train the Trainer Front Office
  • WSQ Learning & Personal Development
  • WSQ Implement Continual Improvement in Service, Loss Prevention,Deliver Service Excellence, Monitor Income
  • First Aid Course (expiry)
  • Risk Assesment Bizsafe Level 1 & 2
  • Train the Trainer Housekeeping Room Cleaning
  • Basic Food & Hygiene course
  • Basic Digital Marketing 40hours online course by DMI E-learning and Training Vision
  • Certificate Digital Marketing Training Vision 2 months course


Languages

English
Bilingual or Proficient (C2)
Chinese (Mandarin)
Beginner (A1)
Malay
Bilingual or Proficient (C2)
Japanese
Beginner (A1)

Timeline

Operations Manager / Hotel Manager

Santa Grand Hotels
05.2015 - Current

Assistant Front Office Manager

Gallery Hotel Singapore
04.2013 - 02.2015

Front Office Assistant to Assistant Front Office Manager

Le Meridien - Concorde Hotel Spore
04.1995 - 03.2013

Front Desk Receptionist

Holiday Inn Resort Penang
01.1994 - 03.1995

Methodist Girls’ School Penang

Diploma in Mass Communication accredited by Griffith University -

IBMEC Singapore

Certificate Digital Marketing – Digital Marketing Institute

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Sylvia Goh Lim