Wayne Chan Hou Yan
Summary
Executive Host delivering white-glove service to ultra-high-net-worth members across arrival, stay, and departure. Delivering premium gaming experiences, coordinates gaming operations and premium programs facilitation, luxury transportation and entertainment, handling complex guest requests. Partners with Sales, Credit, Front Office, Cage, and Table Games to resolve feedback and support premium membership growth.
Overview
4
4
Languages
9
9
years of professional experience
Work History
Paiza Executive Host
Marina Bay Sands
11.2024 - Current
- Coordinated personalized experiences for VIP guests, ensuring exceptional service standards and satisfaction.
- Established rapport with high-profile clients, fostering long-term relationships and repeat business.
- Monitored guest preferences and feedback, making adjustments as needed to continually improve service standards.
- Enhanced guest satisfaction by providing personalized and attentive service to VIP clientele.
- Coordinated arrival and departure logistics, including accommodations, luggage, and private transportation for ultra-high-net-worth members.
- VIP membership counter operations, facilitating new enrollments and program transactions to enhance membership growth and retention.
- Collaborated with key departments (Sales, Credit, Front Office, Cage, Table Games) to fulfill complex guest requests and resolve feedback, contributing to consistently high satisfaction scores.
Paiza Services Executive
06.2023 - 11.2024
- Served as a central contact for casino guests and internal stakeholders, professionally managing enquiries, requests, and feedback via email and phone.
- Processed and confirmed intricate reservation requests for rooms, flights, limousines, and dining, ensuring all arrangements met specific guest requirements.
- Managed casino event registrations and processed redemption of promotional offers, maintaining meticulous records of guest preferences and tier entitlements.
- Supported revenue generation by successfully upselling higher-value room categories to guests.
Customer Service Officer
AXS Pte Ltd
11.2022 - 05.2023
- Managed inbound customer enquiries, feedback, and complaints across multiple channels (calls, emails).
- Provided expert guidance on product usage for kiosk, web, and mobile platforms, and advised on transaction errors for various payment modes.
- Escalated complex cases to internal teams and external partners (e.g., banks), and managed refund processes to ensure proper documentation and closure.
Manager
My DIY Home Depot Sdn Bhd
07.2020 - 08.2022
- Oversaw daily retail and e-commerce operations, managing staff duties, performance, and customer service interactions.
- Administered end-to-end procurement, including sourcing, supplier negotiation (local & international), and purchase budget control to ensure healthy cash flow.
- Implemented stock control strategies to optimize inventory levels, replenish fast-moving items, and phase out slow sellers.
- Managed e-commerce pricing strategy, competitive analysis, and supervised the order fulfillment and packing department.
Customer Service Officer
Income Insurance Limited
03.2019 - 12.2019
- Specialized in health insurance, handling policyholder and agent enquiries via phone, email, and live chat.
- Assisted with hospital admissions, policy reviews, and coordinated with claims departments, adhering strictly to PDPA and MAS regulations.
- Met daily KPIs, generated upsell leads, and collected customer feedback.
Senior Customer Service Executive
Apex Pharma Marketing Pte Ltd
03.2017 - 02.2019
- Processed orders from healthcare institutions via multiple channels and provided dedicated support to sales teams and principal suppliers.
- Rectified billing discrepancies and oversaw team training and workflow assistance.
- Coordinated information flow between customers, sales, warehouse, and delivery teams to ensure timely and accurate order fulfillment.
Education
Diploma - Logistics and Supply Chain Management
Kaplan Higher Education Institute
Singapore02-2018
Unified Examination Certificate - undefined
Hin Hua High School
Malaysia12-2016
Skills
VIP experience curation
Membership programs
Arrival/departure coordination
Reservation systems
Concierge services
Front office coordination
Private transportation coordination
Guest feedback management
Luxury service standards
Opera PMS
Timeline
Paiza Executive Host
Marina Bay Sands
11.2024 - Current
Paiza Services Executive
06.2023 - 11.2024
Customer Service Officer
AXS Pte Ltd
11.2022 - 05.2023
Manager
My DIY Home Depot Sdn Bhd
07.2020 - 08.2022
Customer Service Officer
Income Insurance Limited
03.2019 - 12.2019
Senior Customer Service Executive
Apex Pharma Marketing Pte Ltd
03.2017 - 02.2019
Unified Examination Certificate - undefined
Hin Hua High School
Diploma - Logistics and Supply Chain Management
Kaplan Higher Education Institute