Yeok Chyi (Angelina) Phua

· Perform and execute the duties expected of a Forbes Travel Guide Executive Trainer

· Specialized in leadership development programs focused on culture, training, and consulting services for integrated resorts

· Recruit, on-board, train and manage the new hire process of all Learning & Development Executive Trainers in Asia Pacific

· Create, manage and oversee performance development milestones – 30-day, 90-day, 1-year review for all new Executive Trainers

· Manage performance improvement plans as needed and ensure legal compliance

· Track Executive Trainer’s comprehension of the standards, identify inconsistencies and conduct scheduled re-training calls to ensure a high level of consistency

· Track and report quarterly training costs

· Owns thought leadership on revenue generating ideas and focus on other ways to drive revenue, as well as the supporting content

· Develops training programs with partners outside of the hospitality industry

· Assists SVP, Learning & Development in answering questions and scheduling consultations, as requested by Partner Services, for clients in need of specialized blend approach programs integrating different learning modules, such as coaching, classroom instruction, online learning and action learning

· Maintains up-to-date new trends and materials pertinent to training in the hospitality industry and advising SVP, Learning & Development on issues related to training and development

· Conduct hospitality service training for luxury hotels, spa and fine dining restaurants according to the Forbes Travel Guide standards. Past & Current clients include

- Wynn Palace and Wynn Macau

- Altira Macau

- Studio City Macau

- Nüwa Macau

- Morpheus Macau

- MGM Macau and MGM Cotai Macau

- The Ritz-Carlton, Macau

- The Ritz-Carlton, Tokyo

- The Ritz-Carlton, Osaka

- The Ritz-Carlton, Hong Kong

- Four Seasons Hotel Macao,

- Capella Singapore

- Capella Sanya

- Les Amis

- InterContinental Singapore

- The Fullerton Hotel & The Fullerton Bay Hotel

- The Bulgari Bali

- COMO Shambhala Estate Bali

- The Capitol Hotel Tokyu

- Genting Highlands

- The Peninsula Hong Kong

- The Peninsula Manila

- The Murray Hong Kong

- Island Shangri-La, Hong Kong

- The St. Regis Hong Kong

- EDITION Sanya

- EDITION Shanghai

- EDITION Tokyo Toranomon

- JW Marriott Hotel Nara

- JW Marriott Hotel Singapore

- Prince Kyoto Takaragaike

- Prince Gallery Tokyo Kioicho

- Takanawa Hanakohro

- Hotel The Mitsui Kyoto

- Seiryu Kyoto Kiyomizu

- Sands China

- Solaire Manila

- OKADA Manila

- City of Dreams Manila

- Darling Sydney

· In the 4.5 years as Executive Trainer, I am part of the key driving force in training efforts with the following training partners and has achieved a total of 21 Five-Stars from 2018 to 2020.

- Wynn Palace Macau (Hotel, Spa and 5 Fine Dining Restaurants)

- Morpheus Macau (Hotel, Spa and 2 Fine Dining Restaurants)

- Nüwa Manila (Hotel)

- OKADA Manila (Hotel)

- The Capitol Hotel Tokyu (Hotel)

- The Ritz-Carlton, Tokyo (Hotel)

- Prince Gallery Tokyo Kioicho (Hotel)

- Takanawa Hanakohro (Hotel)

In the 2020 Ratings award announcement, Sichuan Moon by Andre Chiang at Wynn Palace achieved Best Restaurant of the Year with score of 99.22% and Morpheus Spa achieved Spa of the Year with score of 99.50%.

· Create exercises, curriculum and agenda according to client needs and goal

· Provide post-training follow-up plan and observation report according to client requirement

· Conduct global evaluations according to the Forbes Travel Guide standards

· Team Trainer and Brand Liaison for Starwood Asia Pacific, Wyndham Hotels & Resorts Greater China and Banyan Tree Hotels & Resorts

· Participates in hiring, recruiting and training of all new hires for their assigned account, in coordination with Senior Operations Lead and Director

· Ensure regional staff utilization by working closely with the Logistics Coordinator to ensure maximum productivity

· Contribute to the gross profit margin optimization on each account by closely managing staff utilization, logistics and minimizing/controlling all travel costs, and other direct client related costs

Conduct both brand and experiential assessments for clients such as Starwood Asia Pacific, Banyan Tree Hotels & Resorts, Minor Group, Worldhotels, Preferred Hotel Group, Accor Hotels & Resorts and Hyatt International

· Key Brand Liaison and Team Trainer for Starwood Asia Pacific and Banyan Tree Hotels & Resorts

· Responsible for all client interaction, staffing and program deployment under the directions of the Operations Manager

· Responsible for conducting audit and inspection evaluations, attending client meetings and participating in client programs

· Responsible for consistently motivating the consultant team, for maintaining positive morale and designing incentive/motivational program for the consultants

· Ensures consistency with Consultants from one evaluation to the next; including randomly reviewing Consultant reports, in addition to coaching and shadowing Consultants in the field as prescribed.

Conduct both brand and experiential assessments for clients such as Starwood, Banyan Tree Hotels & Resorts, Minor Group, Preferred Hotel Group, Accor Hotels & Resorts and Hyatt International

· Team Trainer and Brand Liaison for Banyan Tree Hotels & Resorts

· Conducts Quality Assurance Assessments for Starwood Asia Pacific and Hyatt International

· Brand Champion and Trainer for Sheraton, Luxury Collection and St. Regis brands

· Conducts Emotional and Brand inspections for Minor Hotel Group

· Trainer and auditor for properties under Accor Hotels and Preferred Hotel Group

· Generating quality leads that resulted in actual sales

· Creating presentations to promote hotel services and facilitates and develop new market opportunities

· Assisted in establishing Policy & Procedure per quarter for customer and department improvement

· Maintained key government accounts and executed prominent government events by MUIS, Ministry of Health and MCYS

Exceeded personal social and wedding budget by the second month of employment

· Delphi Champion

· Supported daily operation needs for Catering Sales Managers and Event Managers

· Responsible for establishing and maintaining good contact with business partners

· Experienced in planning and preparing menus in the pre-opening time

· Responsible in conducting a full site inspection for both guestrooms and function rooms in the absence of managers (corporate / social)

Responsible and experienced in all coordinator related work

· “Employee of The Month” for October 2006

· Nominee of “Employee of The Month” for September 2006

· Assist to the Business Development Manager and Sales Centre Manager

· Responsible for establishing and maintaining good contact with all 3rd party members in business development

· Experienced in contract negotiation for F&B promotions / redemption programs with 3rd party partners

· Experienced in planning and executing special festival F&B projects. E.g. Christmas, Chinese New Year and Mooncake Festival

· Experienced in conducting a full site inspection for both guestrooms and function rooms

· Experienced in Event Management

· Responsible in compiling Training Manual for the role of Sales Coordinator and conduct trainings for the new intake of coordinators

100% score in mystery shopper test calls.

· Majored in Front Office operations including Rooms Control

· Shift Leader in a 1350 room hotel with an average of 7 colleagues

· Experienced with Concierge duties on a rotating shift.

· Acted as Training Instructor for new employees at the front office department

· Experienced in reservations, telephone department and rooms control.

· Acted as Training Supervisor of the Yacht Club restaurant, in-charge of new employees training

· Compiled training manual

· Acted as Personal assistant to Human Resources Manager, Public Relations Manager and Executive Chef

· In-charge of compiling market list and liaising with Purchasing Department for daily purchases

· Majored in restaurant operations

· Training supervisor in restaurant, Ellenborough Market Café.

· Trained in planning staff schedule and lead waitress for VIPs

Experienced in room service, banquet service, front office and housekeeping including laundry