•Managed 30+ external vendor accounts, ensuring efficient procurement processes.• Ensured timely payment of client rents, resulting in a reduction in overdue payments with through and personalised follow ups.• Oversaw daily operations, achieving improvement in workflow efficiency.• Demonstrated excellent written and verbal communication skills.• Built client loyalty and retention through exceptional customer service.• Stayed current on food trends, resulting in an increase in the variety and freshness of pantry offerings.• Successfully organized and executed multiple internal and X external events, enhancing company networking and knowledge-sharingopportunities.• Hosting and executing members’ events such as Christmas Dinner, Valentine’s Day and May Day to engage clients and enhance theirexperience.

Supervise the entire operations of Club Intercontinental; this includes its rooms, facilities and food & beverage operations.· Ensure maximum guest satisfaction through high levels of personal recognition and prompt cordial attention to all guests from arrival through departure.· Ensure an excellent quality of the product, food & beverage offerings and the facility are presented at all times by liaising with other departments. · Ensure all team members are familiar with IHG Rewards Club members, known repeat guests and other VIPs and provide special attention and recognition· Conduct regular department communication meeting and resolve any conflicts, problems existing in the department or with other departments.

Assist with Daily Operations, set up training procedures, and share Best Practices.Key Projects include • Emotional Engagement-Develop Departmental Trainer to use True Hospitality to lead team members.• Problem Handling Skills Role Play through daily briefings, and focusing on colleagues who need more exposure and confidence in dealing with guests to ensure they are properly equipped.• Driving Guest Love and Loyalty Recognition. Empowerment Trainings and using Recognition Science to influence and lead team on making sure that we hit our hotel winning metrics.

Set up pre-opening team and assisted to set in place Standard Operating Procedures. 2019 Achievements• Green Engage Program- Green Engage is a Hotel Indigo Winning Metric for 2019. This program is to reduce our carbon footprint, and to reward guests for being Green Friendly. I championed this program and worked with other departments by starting the project from scratch. Worked on SOP, training for Front Office, Housekeeping and Minibar Teams. I was also able to lead people by training a 2nd IC. As of July 2019, the hotel has saved $5000 and counting by guests who have opted in.• Geo Source Nationality & Purpose of Visit Program– This project is to focus on right market segment to ensure higher room nights. I worked closely with Sales and Marketing & Reservations team to ensure that the Front Office team was vigilant in updating guests profile regularly. This program helps to track room type, upgrades, reason and upsold value. In this way we are able to track future room enhancements or changes in room mix type. • Departmental Trainer- Ensure the entire team is audit compliant with up to date trainings. Coordinated the training plan for full year trainings with AFOM and HR.• Inspiration Maker- Championing new team members in brand service behaviours and ensuring that all team members understand and embrace the understand and embrace the service culture of the Hotel Indigo Brand. Bringing the Neighbourhood Story to life with all colleagues.

• Underwent courses for maximizing guest loyalty, personal grooming and etiquette classes.• Maximized guest loyalty to a brand new hotel by providing personalized and bespoke service.• Conducted site inspections for walk in and corporate guests and highlighting selling points of the property.• Understood and adapted to service standards its philosophy and cultures to meet quality standards.

• Attended to guest queries, check in, check out.• Room blocking for due in guests and remembering their preferences.• Diplomatically resolving guest issues and grievances.