Ervin Pang Email & Phone Number

Singapore

Ura Centre

Conceptualise and directing organisation wide events such as New Year Reception and Staff ConferenceDesigned and part of core team that runs the annual innovation and productivity programme called Learning and Innovation Festival since 2019. Programme evaluation for URA projects. Led and trained staff on application of service blueprinting and service journeys. Championing Service Excellence in URA.Liaising, coordinating and replying to public feedback with private and public stakeholders.Organising, coaching of emcees and hosting corporate events.Meeting secretariat for management meetings.

Grand Park Orchard

• Led the Reservations Department that contributed to 10% increase in room revenue and around 20% increase in average occupancy over the last six months. • Analysed revenue streams and guest spending behavior, and initiated a quick-win project to increase revenue through upselling of rooms and international currency conversion. Within three months, the project led to a 20% increase in upsell revenue and 17% increase in currency conversion commission.• Designed individualised guest experience journeys for VVIPs, foreign dignitaries and celebrities, and coordinated the service delivery across different departments• Appointed trainer for Park Hotel Group and Singapore Institute of Hospitality service courses

Grand Park Orchard, Singapore

Recipient of 3 Park Ambassador awards to date: 1 Topaz and 2 Sapphire awards from compliments by guests and colleagues. Hotel Sales and Group Revenue (Feb - Mar 17)Corporate MARCOMS (Jan 17):Leverage on platforms such as TrustYou, Tripadvisor, Local Measure, Social Bakers and image libraries for research, analysis and engagement of social media community.Drafting of social media posts.Smoke & Mirrors Attachment Outlet Manager (Dec 16):Coached service staff on guest management and improved service standards. Actively promoted Smoke & Mirrors and Park Hotel Group as event space and products & services offered by the group. Motivated and boosted staff morale. Front Office Attachment (Jun 16- Nov 16): Has contributed and motivated team to achieve 17% increase in Dynamic Currency Conversion commission from Aug to Oct 2016, and 50% increase in upsell room revenue from Oct to Nov. Drove FO projects such as Review of VIP amenities, HSKP amenities for night shift bell team, co-facilitator for Room Amenities Training, coaching of reception staff, contribution to CX Cup Challenge, assistance to other departments in the hotel. TripAdvisor rankings has improved from #93 to #82-87 with the team's proactive engagement with guests.Involved in organisation and emcee duties in hotel group's events, Work and safety week, and official opening of Singapore Institute of Hospitality (SIH).Housekeeping Attachment (Feb 16- Jun 16): Revised SOPs for Housekeeping Department to improve work processes and contribute to the hotel's business excellence journey. Trained and coached public area cleaning attendants. F&B Attachment (Aug 15- Feb 16): Delighted customers and guests during my F&B attachment in Mitzo restaurant and bar, Bar Canary and Park Hotel Group's mooncake sales. Involved in the opening team for Smoke & Mirrors, a new cocktail bar at National Gallery.ACTA trainer in SIH (Aug 15 - Present)

Singapore

• Developed and created customised customer service and educational programmes for SMEs and large corporations. Clients include Sentosa Group and Yale-NUS.

• Conducted and facilitated leadership, teamwork and outdoor experiential-themed learning camps for students in groups ranging from 20 to 40 participants.

• Oversaw and managed the establishment of the SAF Care Fund, the first Charity set up by MINDEF/SAF, to provide financial support to severely disabled servicemen.• Led in the review and implementation of MINDEF’s Human Resource (Compensation) policies.• Conceptualised the new initiative of providing insurance for all MINDEF/SAF staff. • Managed compensation award appeals by servicemen and their dependants.

• First feedback officer to achieve the Public Service and MINDEF Star Service Award, the highest accolade to recognise public officers who have contributed to excellent service delivery and outcomes in Singapore.• Awarded the Public Service Excellent Service Award (Star Category) in 2012.• Managed escalated feedback via media and non-media communication channels (~400 cases per month) from the National Service (NS) community and the public to effectively resolve their complaints and to persuade them to support national defence.• Frequently represented Ministers and Permanent Secretaries in fronting feedback providers and the public. • Performed advisory role to guide the frontline call centre operations of NS Call Centre and military units.• Conducted training for officers on the Customer Relationship Management System (a computerised system used to log, manage and record feedback) and feedback management according to public service standards.• Led department in the review of work processes, SOPs, goals, KPIs and service standards to achieve continual ISO and Service- Class certifications. • Planned and supervised department’s service roadmap aimed at raising service standards.• Assisted Public Relations (PR) team in guest relation services to VIPs and guests during major PR events like Ministerial engagements, Open Houses and Airshows.• Oversaw the planning, coordination and supervision of the renovation of the directorate's office to support the new organisation structure and work processes. • Planned cohesion activities and trips with welfare committee team mates to achieve higher work efficiency and a more cooperative working environment.

• Trained new staff in waitering and bartending.• Actively interacted with customers of different nationalities and customised service delivery according to customers’ requests. • Confidently managed and served numerous customers in a fully packed bar while maintaining high service standards.

Actively assisted account managers to process their orders for multiple communication services

• Oversaw the preparation of ministerial/senior management meetings and courtesy calls • Assigned as liaison officer for foreign delegates• Managed catering requirements for VIP dining functions and National Day Observance Ceremonies• Coordinated and organized staff welfare events and directed the games held at the events • Recommended by Manager to accompany Mr Wong Kan Seng, Deputy Prime Minister and Minister for Home Affairs, and members of senior management to perform secretariat duties for Ministry of Internal Security (MOIS) Malaysia- Ministry of Home Affairs (MHA) Singapore Games 2005 held in Penang

Bachelor Of Social Sciences (Honours), Geography

Activities and Societies: Team Player of the Year 2006/2007- Archery Captain for Varsity Archery Team for sports season 2007-2008.

Advanced Diploma, Business Management

Activities and Societies: None

Professional Certificate, Public Relations And Mass Communication, A

Advanced Certificate In Training And Assessment, Workforce Development And Training

Currently pursuing the Workforce Skills Qualification Advanced Certificate in Training and Assessment (ACTA) and will graduate in May 2015.

Hotel Productivity Practitioner Certificate, Hotel Productivity, Certificate

The Hotel Productivity Practitioner Certificate course is a three day competency course with Problem-Based learning in which participants.