Kvin Chan Email & Phone Number

Macao, Macao SAR

• In-charge of Front Office, Reservation & Sales, indirectly take charge of Housekeeping and directly report to Hotel General Manager
• Establish & Maintain Standards of Procedures
• Continuing to maintain and maximize room sales with Local Travel Agents, along with Online Travel Agent (OTA)
• Setting up and perform configuration for Internet Booking Engine (IBE) and OTA Platform
• Works with IT for PMS enhancement & maintenance if required, also provide suggestion
• Maintain other Operational Systems like PABX, Call Accounting, Winsuite, etc

Malaysia

• Setting up Customer Service Sections includes establishing a new CRM System, including SOP and Standards
• Communicating with the Service Operating Centre (SOC) to ensure daily cases have been follow up and solved within SLA
• Internal Training on Company Product Knowledge, Daily Operation Flow and etc
• Establish and maintain Customer Data List, ensure information are up-to-date and filled
• Introduced higher standards for customer service and increased efficiency by streamlining operations
• Making sure all customers are aware on the scheduled maintenance and get ready to avoid operation interruption

Kuala Lumpur, Malaysia

• Attend to calls or emails from customers, make reports, and log cases based on description
• Escalate support issues to vendors, if these are encountered during training, and work through with them until issue resolved up to their expectation
• Ensure standards & procedures and internal SLAs are adhered to
• Provide 1st level remote and on-site support for all business systems, as and when required to assist

Malaysia

• Set-up Business System Standards – Shells, Training and Demo Database
• Train users in all Tune Hotels and Head Quarter on the various systems, OPERA Cloud and Galaxy PMS
• Work closely with the Training Department and Business Systems personnel managing the projects (systems rollout, upgrades, new hotel installations, ad-hoc training, and new staff orientation) on training requirements.
• Create and update Business Systems & IT standards and procedures, working in tandem with other team leads
• Log and escalate support issues, ensure standards & procedures and internal SLAs are adhered to
• Participate in User Acceptance Tests and interface testing, as and when required to assist

L'Arc Hotel Macau

• In-charge of Front Office and Reservation & Sales
• Establish & Maintain Standards of Procedures
• Organizing recruitment with HR Personnel includes Training if required
• Establishing and maintaining room sales with Local Travel Agents, along with Online Travel Agent (OTA)
• Work very closely with IT for PMS enhancement & maintenance if required, also provide suggestion due to they are fresh to OPERA
• Review and Perform Yearly Budget and Forecast, include Manning Planning

Singapore

• Served as project driver and authoritative source for customers implementing OPERA
• Offered client training services via on-site and online interaction to streamline on-boarding process for newly implemented systems
• Authored user documentation to help train third-party personnel on newly-implemented OPERA
• Provide support for all clients uses OPERA
• Processed client satisfaction reports for completed implementation, analyzing data to discover possible areas of improvement in future projects

Kelana Square

• Attend to calls or emails from customers, make reports, and log cases based on description for Starwood PMS named Lightspeed
• Escalate support issues to vendors, if these are encountered during training, and work through with them until issue resolved up to their expectation
• Ensure standards & procedures and internal SLAs are adhered to
• Provide 1st level remote and on-site support for all business systems, as and when required to assist

Danang, Vietnam

• As a Operations Manager, main liason in Chinese Speaking, to assist in Hotel Operations and directly reports to the General Manager
• Perform reservations, preparing rooms for all arrivals by Chartered Flight from various places in China such as Macau, Shen Zhen, Beijing, Guangzhou, Hangzhou, Nanjing, and so on
• Contact person between Crowne Plaza Hotel, Owning Company (Silver Shores) and Casino Businesses for any project or promotional event within the businesses
• Follow, maintain and provide guidance to all employee under Front Office towards their KPI
• Work with HR Personnel for staff hiring, due to multi-language requirement for daily operation
• Handle and perform monthly and yearly forecast and budgeting

Avenida 24 De Junho, NAPE, Macau

• As a Pre-Opening Team and main in-charge for Front Office Training
• Assisting the Director of Room and Front Office Manager with any admin related works, and direct report to General Manager after the Director of Room and Front Office Manager left the organization since Year 2011.
• Plan and organize the Front Office Operation, Department P&L Statement (Basic), or anything related to the Front Office Operation
• Fully in-charge of Front Desk’s roster and leave updates, liase with Human Resource in case any data mismatch
• Setting up new procedure(s) which can made the daily operation smoother
• Performing night audit

Kuala Lumpur City Centre, 50088, Kuala Lumpur

• As Hotel’s Ambassador, represent Front Office Manger when they are away
• Monitoring and ensure hotel operation are smooth
• Handling daily departures to make sure goes smoothly, so to liase with Executive Housekeeper to ensure sufficient rooms for arrival guests
• Handling guests’ comments, incidents and complaints
• Performing night audit

Traders Hotel Kuala Lumpur, Malaysia

• Cross train and assist Guest History Manager to perform Shangri-La Worldwide Membership Program Enrollment process
• Knowledge of the Frequent Flyer Program (FFP) & Shangri-La Worldwide Membership Program
• Monthly batching for FFP & Monitoring Performance Monitor
• Monitoring and ensure guests’ profiles and preferences in line

Traders Hotel Kuala Lumpur

• Started up the Room Controller and direct report to Front Office Manager or Director of Rooms
• Involved and in-charge of Reception, Service Centre, Concierge & Traders Club Lounge (Monthly Rotation)
• Built up and maximize guests’ arrival and staying experience
• Control traffic at the lobby and Porte Cohere when necessary
• Monitor luggage up and down to ensure no luggage is delayed
• Answer all incoming calls in a courteous, friendly, and efficient manner

JW Marriott Kuala Lumpur, Malaysia

• Involved and in-charge of Reception / Concierge & Bell Counter
• Assisting check-in and out daily (FITs and Group) & Handling all cashiering function
• Providing luggage up and down service to ensure no luggage is delayed
• Knowledge of Starwood Membership Program

Higher Diploma, International Hotel Management, 3.30 Cgpa / Merit Grade

3rd year Courses include Management Skills and Revenue Management

Certificate, Front Office Operation, 3.7 Point / A Grade

Courses include Major Operation in Front Office Department which sponsored by Shangri-La Hotel Group

Diploma, Hotel Management, 3.54 Cgpa

Courses include Operation in all Department and Management Skills