CHEW AI LAI ALICE
Macao
Summary
Personable and dedicated customer service with extensive experiences in this industry. Positive attitude and proven skill in establishing rapport with clients, adept at developing strategies that enhance patron loyalty and optimize service delivery. Motivated to maintain customer satisfaction and contribute to growing the company's business.
Overview
26
26
years of professional experience
Work History
MANAGER – GLOBAL MARKETING (SEA)
MELCO RESORTS ENTERTAINMENT
CITY OF DREAMS MACAU
03.2017 - Current
- Collaborated in developing targeted marketing strategies for SEA markets, enhancing regional brand presence.
- Conducted research on competitors to analyze market trends. in Macau and the Philippines to keep updated the market trends of promotions and Perks.
- Discussed strategies with leader to grow productivity efficiently with organizing special events, tournament etc
- Supported team in managing and resolving in-house issues, ensuring quality service delivery and strengthening patron loyalty.
- Understand the patron’s status of business, for better management the credit facilities applications, funds arrangement and collection follow-up.
ASSISTANT MANAGER
INTERNATIONAL MARKERTING (SEA) MELCO CROWN
04.2010 - 03.2017
- Collaborated with Malaysia team leader to visit patrons and strengthen relationships, enhancing customer loyalty.
- Supported team initiatives by providing resources and assistance, contributing to operational effectiveness since 2011.
- Coordinated with SEA team to address in-house issues for clients from Malaysia, Singapore, Indonesia, and India, ensuring smooth operations.
- Coordinate well with VIP Services and other departments to ensure smooth flow of services well delivered to patrons.
- Maintained update in house knowledge and latest information to improve VIP patrons' experience and satisfaction.
- Handled in house programs and funds matters such as credit and TTO application, program settlement, winning cheque or transfer, funds exchange etc.
- Familiar with Anti Money Laundering
VIP EXECUTIVE HOST - INTERNATIONAL MARKETING VIP SERVICES
CROWN
CITY OF DREAMS MACAU
04.2009 - 03.2010
- Managed VIP Premium Programs and Junkets Program buy-in and settlement, ensuring smooth transactions for patrons.
- Provided personalized attention to patrons, anticipating their needs and preferences.
- Handled reservations and inquiries, ensuring seamless service delivery and satisfaction for patrons.
- Facilitated team setup for Crown COD, creating a welcoming environment that enhanced patron experiences.
- Work closely and well assist to support International Marketing team.
VIP EXECUTIVE HOST (HIGHER DUTIES) - VIP SERVICES
CROWN MACAU
MACAU
08.2008 - 12.2008
- Performed Service Manager role, overseeing shift operations and ensuring service excellence.
- Managed highroller and junkets casino programs, overseeing buy-in processes and settlement.
- Handled VIP players' fund matters, including telegraph transfers, bank drafts, TTO, cheques, and cheque cashing facilities.
- Collaborated with the Shift Manager to supervise staff and ensure operational efficiency.
- Manage to run smoothly the operation and handle all the incidents for the shift.
- Attended to VIP guests from various countries, facilitating effective communication.
VIP EXECUTIVE HOST - VIP SERVICES
CROWN MACAU
MACAU
03.2007 - 08.2008
- Met and greeted VIP patrons upon arrival and departure at airport, MBAC, and terminals, enhancing their travel experience.
- Provided exclusive services and arrangements for VIP Patrons, In house and Casual Junkets.
- Monitored guest feedback to identify areas for service improvement, contributing to higher guest satisfaction.
- Keep Updated and familiar with local attractions and culture in order to promote for patrons.
- Coordinated team efforts to launch operations for Crown Macau, ensuring seamless service delivery for VIP patrons.
ASSISTANT MANAGER - CLUB ELITE (VIP SERVICES)
CASINO DE GENTING, RESORTS WORLD BHD
GENTING HIGHLANDS, MALAYSIA
10.2006 - 02.2007
- Welcomed VIP patrons at KL airport during weekends and peak season, ensuring a personalized and memorable arrival experience.
- Managed daily shift reports and controlled suite room assignments for VIP allotments to ensure optimal guest experiences.
- Supervised scheduling staff shifts and duties assigned to meet operational needs effectively.
- Assisted VIP patrons for the registration of events of tournament etc
- Managed cage operations for transactions and settlements for CCF, External Advices, Telegraph Transfer and Cheque matters for buy in and settlement.
- Collaborated with business development team to enhance support strategies and foster stronger partnerships.
AMBASSADOR - MAXIMS CLUB
CASINO DE GENTING, RESORTS WORLD BHD
GENTING HIGHLANDS, MALAYSIA
04.2005 - 10.2006
- Delivered personal service to VIP Premium Patrons for limousines, helicopter, flight booking, room reservations, event and tournament registrations, concert, show, and restaurant bookings.
- Provided exclusive, personalized service to enhance VIP patrons' experiences and satisfaction.
- Facilitated smooth arrivals and departures for VIP patrons by offering dedicated butler services.
- Managed Maxims suite room assignment. room check in and check out for maxims VIP patrons.
- Assisted VIP patrons with Premium Program check-in and executed rolling transactions.
- Keep updated knowledge and information all the time.
SALES ASSOCIATE - GENTING REWARDS GALLERY
CASINO DE GENTING, RESORTS WORLD BHD
GENTING HIGHLANDS, MALAYSIA
11.2004 - 04.2005
- Promoted benefits of Genting World card membership and redemption to enhance customer engagement.
- Advised VIP patrons on branded goods, ensuring tailored recommendations that meet their preferences.
- Assisted business development team in creating personalized birthday and welcome gifts for valued VIP patrons.
- Managed inventory levels and ensured stock availability.
GUEST SERVICE ASSISTANT - MEMBERSHIP SERVICES
CASINO DE GENTING, RESORTS WORLD BHD
GENTING HIGHLANDS, MALAYSIA
04.2004 - 11.2004
- Promoted membership benefits, contributing to higher member satisfaction and loyalty.
- Assisted guests with inquiries, delivering up-to-date information on promotions, shows, and tournaments to enhance guest experience.
- Supported business development by managing VIP card registrations and reservations, improving customer service efficiency.
DEALER
CASINO DE GENTING
GENTING HIGHLANDS, MALAYSIA
12.2000 - 02.2001
- Dealt cards for Baccarat, Casino War, and Money Wheel, ensuring smooth gameplay and adherence to casino regulations.
- Shuffled decks and prepared tables for live play
Education
Diploma in Food,Nutrition & Helath (Level 4)
Training Qualifications UK
Macao07-2021
WSET Level 1 Award in Wines
International Wine & Spirit Centre
Macao01-2021
Diploma of Business Studies (LCCI)
Institut of Perkim-Goon IPG
Pulau Pinang05.2002
SIJIL PELAJARAN MALAYSIA -
12.2000
Skills
- Microsoft Office
- System software management
- Multilingual communication
- Customer management
- Problem resolution
- Strategic marketing
Languages
- ENGLISH
- CHINESE
- MALAY
- CHINESE WITH DIALECTS OF MANDARIN, CANTONESE, HOKKIEN & TEOCHEW
References
- VERON TEH - Vice President of Global Marketing (SEA), Melco Resorts Entertainment
- MICHAEL LOUIE - Vice President of VIP Services, City of Dreams Macau.
Date Available
I will be pleased to attend an interview at any time as convenience to your management.
Personal Information
- Ethnicity: CHINESE
- Date of Birth: 05/15/82
- Gender: FEMALE
- Nationality: MALAYSIAN
- Marital Status: SINGLE
Timeline
MANAGER – GLOBAL MARKETING (SEA)
MELCO RESORTS ENTERTAINMENT
03.2017 - Current
ASSISTANT MANAGER
INTERNATIONAL MARKERTING (SEA) MELCO CROWN
04.2010 - 03.2017
VIP EXECUTIVE HOST - INTERNATIONAL MARKETING VIP SERVICES
CROWN
04.2009 - 03.2010
VIP EXECUTIVE HOST (HIGHER DUTIES) - VIP SERVICES
CROWN MACAU
08.2008 - 12.2008
VIP EXECUTIVE HOST - VIP SERVICES
CROWN MACAU
03.2007 - 08.2008
ASSISTANT MANAGER - CLUB ELITE (VIP SERVICES)
CASINO DE GENTING, RESORTS WORLD BHD
10.2006 - 02.2007
AMBASSADOR - MAXIMS CLUB
CASINO DE GENTING, RESORTS WORLD BHD
04.2005 - 10.2006
SALES ASSOCIATE - GENTING REWARDS GALLERY
CASINO DE GENTING, RESORTS WORLD BHD
11.2004 - 04.2005
GUEST SERVICE ASSISTANT - MEMBERSHIP SERVICES
CASINO DE GENTING, RESORTS WORLD BHD
04.2004 - 11.2004
DEALER
CASINO DE GENTING
12.2000 - 02.2001
Diploma in Food,Nutrition & Helath (Level 4)
Training Qualifications UK
WSET Level 1 Award in Wines
International Wine & Spirit Centre
Diploma of Business Studies (LCCI)
Institut of Perkim-Goon IPG