WILLIAM WILTON FONG
Singapore
Summary
Experienced Assistant Front Office Manager at a leading 5-star hotel in Singapore, leveraging over 30 years of expertise. Demonstrated success as a duty manager, showcasing a strong skillset and the ability to establish excellent rapport with guests. Keen learner and effective team player, fluent in English, Bahasa Melayu, Mandarin, and two Chinese dialects. Extensive experience in the hotel industry brings valuable knowledge and problem-solving skills to effectively manage day-to-day operations and ensure smooth functioning of the hotel. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Independent decision-making skills and sound judgment positively impact company success. Hospitality professional prepared to excel in managing front office functions. Proven ability to enhance guest experiences and streamline administrative tasks. Reliable team collaborator with strong communication and problem-solving skills.
Operations professional with strong background in streamlining processes and enhancing productivity. Skilled in leading cross-functional teams and executing strategic plans to achieve organizational goals. Known for flexibility and reliability in dynamic environments, with excellent problem-solving abilities and focus on delivering results.
Overview
36
36
years of professional experience
Work History
Operation Manager
Intial Sama Evan Road
07.2025 - Current
- Oversee daily operations to ensure smooth workflow and high standards of service delivery.
- Coordinate with multiple departments to optimize operational efficiency, cost control, and customer satisfaction.
- Implement and monitor standard operating procedures, ensuring compliance with company policies.
- Lead and develop a team, providing guidance, training, and performance feedback.
- Analyze operational data to identify areas for process improvement and implement corrective actions.
- Manage inventory, logistics, and vendor relationships to ensure timely provision of resources.
- Address client and stakeholder inquiries, resolving issues promptly to maintain positive relationships.
House Manager
VIP Household
04.2025 - 07.2025
- Managed the day-to-day operations of a VIP household, ensuring a high level of organization and service excellence.
- Supervised and scheduled household staff, maintaining strict standards of performance and confidentiality.
- Coordinated events and private functions, overseeing logistics, vendor arrangements, and guest hospitality.
- Administered household budgets and procurement, ensuring cost-effective management of supplies and services.
- Liaised with external service providers, contractors, and security personnel to maintain property and ensure safety.
- Developed and enforced household protocols to streamline operations and uphold privacy.
Front Office Manager (Preopening Team)
Worldwide Hotel Group
08.2023 - 01.2025
- Be familiar with all the aspect of Front Office operation including reception service, reservation, guest service, luggage service and manage them.
- Coordinate with Housekeeping, Engineering and other Departments in handling guests' requests, inquires and complaints regarding accommodation, service and billing.
- Ensure that these activities are well executed to ensure guests' satisfaction with accommodation and services.
- Formulate and enforce all policies, procedures, rules and regulations pertaining to Front Office activities and ensure that Front Office staff personally understand and adhere to such approved standard procedures and policies of the Hotel.
- See to the preparation and finalization of all Front Office reports, schedules and so on.
- Maintain all the cashier float at Front Office to be in order.
- Check employees' performance regularly, correcting any mistakes and inadequacies, proceed the counselling if necessary.
- Assess the performance of the staff in Front Office Department regularly and give recommendation of promotion / re-designation to higher management if any staff is applicable.
- Attend daily operation briefing chaired by GM and report the updates of Front Office Department.
- Conduct departmental briefing regularly and keep team updated the necessary information.
- Train personnel according to the established procedures by conducting regular training, schedule meeting to discuss problems, give instructions and assignment of duties etc.
- Plan, manage and develop manpower of the department to maximize use of human resources.
- Ensure that the investigation of irregularities and undesirable guests are properly conducted.
- Receive and greet VIP guests and attend to their inquiries, requests and needs.
- Decide whether to upgrade guests' accommodation to promote and maintain good public relations.
- Develop and implement procedures to govern Front Office activities and ensure the Front Office personnel understand and adhere to such approved standard procedures and policies.
- Ensure all guests accounts are properly maintained and controlled.
- Ensure an effective control rooms reservation to avoid overbooked situation and assist to maximize hotel occupancy.
- Monitor the online guest review to know both positive and negative feedback, share with team, and take necessary action for the improvement on service.
- Perform any duties that may be assigned from time to time by GM.
Front Office Manager (Interim 2month)
Worldwide Hotel Group
08.2023 - 10.2023
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
Assistant Front Office Manager
Park Regis Singapore
04.2023 - 07.2023
- Managed room inventory to optimize revenue opportunities during high-demand periods.
- Organized weekly team meetings to address challenges, review progress, and set goals for continuous improvement.
- Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
- Implemented new procedures for handling guest complaints, resulting in increased customer satisfaction ratings.
- Maintained confidentiality of sensitive information pertaining to guests, employees, or hotel operations.
- Encouraged and mentored employees to boost performance and remove process inefficiencies.
Senior Guest Relation Manager
Amara Hotel Singapore
09.2020 - 04.2023
- Ensuring smooth operation for SHN/GQF/CIF.
- Similar job role as per below duties.
- Accomplished multiple tasks within established timeframes.
- Managed and motivated employees to be productive and engaged in work.
- Maintained professional, organized, and safe environment for employees and patrons.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
Duty Manager / Senior Duty Manager / Assistant Front Office Manager
Goodwood Park Hotel Singapore
04.2009 - 07.2020
- Assume the role of a Senior Duty Manager and Assistant Front Office Manager in the day-to-day operations of the hotel.
- Manage a team of front office staff and planning of roster.
- Manage the team on duty at every shift.
- Ensure staff conduct and uphold appropriate standards of their job including their appearance and hygiene.
- Ensure staff manage and serve all guests with excellent service standards and solve all guests concerns and enquiry.
- Manage and implement all front and back-end processes of the hotel daily operations.
- Ensure smooth day to day operations of hotel and problem solving.
- Manage corporate clients and VIP guests.
- Ensure that all guests in the hotel receive proper attention and quality service.
- Ensure guests safety and satisfaction.
- Manage billing and instructions as well as long term VIP guest credit.
- Coordinates and communicates with other hotel departments as required.
- Responds to guest needs and resolves related problems to ensure guest satisfaction.
- Supports and assists Front Office personnel as well as back-end office as well as helping in various departments when required especially during peak periods.
- Inspects hotel common areas regularly for cleanliness and safety.
- Upselling of hotel rooms, services and promote hotel facilities and promotional items to increase revenue (eg Goodwood Park Mooncakes and Durian Cakes).
- Full knowledge of standard hotel emergency procedures.
- Fully understand the safety regulations and equipped with the know-how of managing Stay Home Notice & Government Quarantine Facility & Community Quarantine Facility Guests base on Ministry of Health and Ministry of National Development.
- Manage contractors and supplies.
- Work closely and efficiently with the Front Office Manager, General manager and the owner of the hotel on a day-to-day basis.
- Excellent working relationship and collaboration with various department heads and staff.
Duty Manager
Orchard Hotel Singapore
07.2008 - 04.2009
Assistant Front Office Manager
Grand Plaza Park Hotel Singapore
08.2007 - 06.2008
Senior Duty Manager
M Hotel Singapore
10.2000 - 08.2007
Assistant Front Office Manager (Super Star Leo-SSL)
Star Cruise Leo (Hong Kong) Pte Ltd
02.2000 - 09.2000
Assistant Front Office Manager
Forum Fairlane Kuala Lumpur (Malaysia)
01.1997 - 12.1999
Assistant Manager (Front Office)
Melia at Scott Singapore
01.1990 - 12.1996
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Generated repeat business through exceptional customer service.
Education
Certificate and Diploma - Hotel and Catering Management
Stamford College Malaysia
SRP AND SPM - undefined
Sek.Men.Seaport
Skills
- Windows 2010
- Microsoft Office Excel
- Windows 98
- Windows 7
- Fidelio Opera System (Version FS)
- HIS Cloud
- Hotel Operating Management System (HOMS)
- Vingcard Key Lock System
- Logistic System (IBM)
- Fidelio Cruise System
- Oprea Cloud Version 244
- Microsoft Office Word
- Window Vista
- Windows 2000 Professional/XP
- Windows 10
- Fidelio System (Version 524, 711, 713 and 714)
- IFCA System
- Kaba Ambience Key Lock System
- TESA Key Lock System
- Intrasys System (Point of Sales)
- Internet trouble shooting network
- HMS System
- Operational excellence
- Organizational development
- Safety management
DIALECT
Hakka
References
Kusaka, Masaharu, General Manager, 88136973
Awards
Best Employee of the month, Excellence Service Award (Silver/Gold/Star)
COMPUTERKNOWLEDGE
Windows 2010, Microsoft Office Word, Microsoft Office Excel, Windows Vista, Windows 98, Windows 2000 Professional/XP, Windows 7, Windows 10, Familiar with Fidelio Opera System (Version FS), Familiar with Fidelio System (Version 5.24, 7.11, 7.13 and 7.14), Familiar with HIS Cloud, Familiar with Hotel Operating Management System (HOMS), Familiar with Kaba Ambience Key Lock System, Familiar with Vingcard Key Lock System, Familiar with TESA Key Lock System, Familiar with Logistic System (IBM), Familiar with Intrasys System (Point of Sales), Familiar with Fidelio Cruise System, Familiar with Internet troubleshooting network, Oprea Cloud Version 24.4, Familiar with HMS System
Timeline
Operation Manager
Intial Sama Evan Road
07.2025 - Current
House Manager
VIP Household
04.2025 - 07.2025
Front Office Manager (Preopening Team)
Worldwide Hotel Group
08.2023 - 01.2025
Front Office Manager (Interim 2month)
Worldwide Hotel Group
08.2023 - 10.2023
Assistant Front Office Manager
Park Regis Singapore
04.2023 - 07.2023
Senior Guest Relation Manager
Amara Hotel Singapore
09.2020 - 04.2023
Duty Manager / Senior Duty Manager / Assistant Front Office Manager
Goodwood Park Hotel Singapore
04.2009 - 07.2020
Duty Manager
Orchard Hotel Singapore
07.2008 - 04.2009
Assistant Front Office Manager
Grand Plaza Park Hotel Singapore
08.2007 - 06.2008
Senior Duty Manager
M Hotel Singapore
10.2000 - 08.2007
Assistant Front Office Manager (Super Star Leo-SSL)
Star Cruise Leo (Hong Kong) Pte Ltd
02.2000 - 09.2000
Assistant Front Office Manager
Forum Fairlane Kuala Lumpur (Malaysia)
01.1997 - 12.1999
Assistant Manager (Front Office)
Melia at Scott Singapore
01.1990 - 12.1996
Certificate and Diploma - Hotel and Catering Management
Stamford College Malaysia
SRP AND SPM - undefined
Sek.Men.Seaport
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