Daphne Tan Email & Phone Number

Singapore

Singapore

- Analyze customer feedback from diverse sources such as surveys, direct interactions, and digital channels to identify emerging trends and recurring pain points.- Collaborate with cross-functional teams to design and implement strategies that enhance the customer experience and align with business policies and objectives.- Monitor and manage key customer satisfaction metrics, including CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score), to drive continuous improvement in after-sales service.- Evaluate existing processes and workflows to identify opportunities for optimization and implement improvements to enhance efficiency and streamline customer interactions.- Handle all escalation cases with thorough analysis and case study development, providing effective solutions for case resolution within the defined Turnaround Time (TAT), including managing disputes in forums such as the Small Claims Tribunal and CASE.- Develop and maintain KPI performance documents and visualizations for regular (weekly/monthly) presentations, preparing insightful reports to track progress, identify areas of concern, and inform strategic decision-making.- Work closely with various departments, including sales, product development, and customer support, to ensure cohesive customer experience strategies.- Engage with stakeholders to align customer experience initiatives with overall business goals.- Contribute to the development of long-term customer experience strategies and implement initiatives to enhance customer satisfaction and loyalty in line with business objectives.

Singapore

Singapore

- Managing a portfolio of clients within a designated market segments and to seek business opportunities to ensure optimum sales targets are met.- Solicits, negotiates and contracting for all catering and social business, ensuring that business is turned in a timely manner for quality service delivery.- Establishing strong client relationship and building rapport to further explore business.- Assisting clients in event planning, packaging and menu selections.- Responsible for development, promotion and sale of function space.- Handling all logistics arrangements regards to events and drawing out floor plans with meeting requirements.- Prepare Banquet Event Orders according to the establish Standard Operating Procedure.- Co-ordination and hosting of site inspection activity including follow-up.- Handle telephone, online and walk-in sales enquiries.- Provide full assistance and support to the team and ensuring event runs smoothly.

- Developing new leads of companies, group and FIT bookings.- Understand clients’ industries and business environments in order to develop and implement account strategies that are able to bring in sales.- Responsible for key accounts and support through customer service and satisfaction.- Report sales forecast and activities to achieve targets on a monthly basis.- Proactively generate sales opportunities by building relationships with key decision makers.- Responsible for submission of business proposals, presentations, negotiations, and leasing options to clients.- Work closely with the team to identify and implement client needs and expectations on new promotions.- Schedule appointments to meet with potential clients to explore and expand business leads.- Strong communication skills for cold calling, and to further qualify leads.

- Ability to provide prompt response to guests for quotations of room rates according to guest’s requirements.- Understand guest needs and requirements for events.- Assisting in sending out proposals and contracts on behalf of the hotel.- Handling of Internal and External Events.- Working closely with internal departments to ensure all aspects of event is met.- Responsible for guest’s various need and request in the front line service.- Handling of Banquet Event Order (BEO) Circulations