I am responsible for managing guest services and daily operations in order to achieve NPS and occupancy KPIs. I also onboard new loyalty program members to Ascott and actively engage with them through our CRM platform, addressing inquiries and coordinating internal team actions to ensure a smooth guest experience. I implement CRM tools in generating sales lead, tracking sales processes and building relationships.

I led a team of 15 guest service representatives and collaborated cross-functionally with sales and marketing to generate sales opportunities, resulting in exceeding monthly KPIs. My role involved resolving guest inquiries promptly and enrolling new members to meet the membership program's revenue strategies.

I managed reservation inquiries, conducted 40-50 calls daily to new and existing members, and actively connected with Accor members to enhance engagement, customer satisfaction and sales.

- Utilized AI HR tools to streamline the recruitment process, including resume screening and candidate matching for clients.- Managed candidate experiences, ensuring seamless communication from initial contact to onboarding.- Created and posted job advertisements on various platforms to attract a diverse pool of candidates.- Supported HR projects and administrative tasks, ensuring data integrity in the HR database.- Collaborated with cross-functional teams and clients to enhance HR processes and improve employee engagement initiatives.