Tammy Ngo
Senior Customer Service Executive
Singapore,Singapore
Summary
Professional with solid background in guest relations, prepared for impactful contributions. Proven expertise in managing guest experiences, resolving concerns, and enhancing satisfaction through effective communication and interpersonal skills. Strong focus on team collaboration and adaptability to evolving needs, ensuring seamless operations and exceptional service delivery. Fostering positive interactions and building lasting relationships. Results-driven professional with problem-solving expertise. Acknowledged for dependability and flexibility, exhibiting quick aptitude for acquiring and applying new skills, attributes to propel team success and support organizational advancement.
Overview
9
9
years of professional experience
3
3
Languages
Work History
GUEST RELATION OFFICER
Jumbo Group of Restaurants PTE.LTD.
Singapore, Singapore
08.2022 - Current
- Welcome and assist guests in a warm, professional, and friendly manner
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Manage reservations, seating arrangements, and waitlists efficiently. Optimized table turnover rates by managing seating arrangements efficiently based on party size and wait times.
- Handle guest inquiries, requests, and special occasions (birthdays, anniversaries, VIPs)
- Coordinate with service staff, kitchen, and management to meet guest expectations.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Collect and report guest feedback to management for service improvement
- Maintain guest profiles and preferences (VIPs, regular guests)
- Ensure compliance with restaurant service standards and brand guidelines
- Assist in organizing special events, promotions, or private dining experiences.
- Maintained a welcoming atmosphere with genuine interactions and professional communication skills.
- Handled customer complaints to satisfy and retain guests.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
GUEST RELATION OFFICER
FIVITEL DANANG HOTEL
Da Nang
06.2019 - 08.2020
- Welcomed guests, assisted with luggage handling, valet services and concierge services.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Assisted guests with variety of services and local attraction, activities information
- Facilitated and coordinated transportation services for guests
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Solving inquiries and receiving feedback from customers.
- Resolved guest complaints diplomatically, resulting in increased loyalty and repeat business.
- Supported sale’s team during selling process, communicated with guests to figure out their requirements then pass it to sale’s teams.
- Handled reservation inquiries efficiently, optimizing room occupancy rates throughout the year.
- Completed the reports on the services in the hotel and on request from the superior by day / week / month / quarter.
- Finished the papper work: make the hotel event order, stationery orders based on the manager’s requests.
- Kept detailed records of all guest transactions throughout their stay for accurate billing at checkout time.
- Assisted in updating hotel information systems for streamlined operations and better data management.
- Maintained high level of professionalism and discretion when dealing with guests.
- Collaborated with hotel departments to ensure seamless guest experiences during their stay.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Maintained a welcoming atmosphere with genuine interactions and professional communication skills..
- Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base.
- Managed check-in and check-out procedures for guests.
- Managed VIP guest relations, ensuring exceptional service levels were met at all times.
DIRECTOR'S ASSISTANT
LA MER TRADE AND SERVICES CO., LTD
Da Nang
10.2018 - 05.2019
- Receive information from departments and summarize to send to the Director
- Communicate the director's information to departments, and receive feedback.
- Monitor and report on the progress of work performed by departments
- Arrange, schedule and participate, assist meetings, business
- Perform the role of assisting the director in planning strategies and following implementing process
- Contact supplier and partners following the Director’s requests.
RECEPTIONIST
ARIEL HOMES BOUTIQUE HOTEL
04.2017 - 06.2018
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Processed check in-check out. Reduced waiting times for visitors by implementing more efficient check-in process.
- Responded to inquiries from callers seeking information. Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Facilitated positive customer experiences by resolving complaints and inquiries promptly and professionly
- Support sale's team for selling process
- Do reports monthly
- Cooperate with other departments for smooth operation
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled cash transactions and maintained sales and payments records accurately.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Maintained visitor log for entering and leaving facility for security purposes.
- Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
Education
CHINESE CERTIFICATION/汉语水平考试 HSK (LEVEL 4) EXAMINATION SCORE REPORT - undefined
CONFUCIUS INSTITUTE HEADQUATER (HANBAN)
03.2019
BACHELOR OF ENGLISH - English for Tourism
Duy Tan University
06.2018
Skills
Adaptability
Interests
Reading book, Jogging, Cooking
Timeline
GUEST RELATION OFFICER
Jumbo Group of Restaurants PTE.LTD.
08.2022 - Current
GUEST RELATION OFFICER
FIVITEL DANANG HOTEL
06.2019 - 08.2020
DIRECTOR'S ASSISTANT
LA MER TRADE AND SERVICES CO., LTD
10.2018 - 05.2019
RECEPTIONIST
ARIEL HOMES BOUTIQUE HOTEL
04.2017 - 06.2018
CHINESE CERTIFICATION/汉语水平考试 HSK (LEVEL 4) EXAMINATION SCORE REPORT - undefined
CONFUCIUS INSTITUTE HEADQUATER (HANBAN)
BACHELOR OF ENGLISH - English for Tourism
Duy Tan University