Jaycee Chiew Wei Soong
Macao
Summary
Accomplished, achievement-driven, service and result-oriented being able to work in an organization in one of the leading luxury hotel industry in the world. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
23
23
years of professional experience
Work History
Executive Manager of Project and Event Management
Ajay Pro Consultancy (SME)
11.2021 - Current
- Increased overall team productivity by implementing innovative management strategies and streamlining communication channels.
- Developed business plans of project and event for sustained company growth, leading to an increase in market share and profitability.
- Led cross-functional teams through strategic initiatives, resulting in improved operational efficiency.
Director of Front Office
Four Seasons Hotel Macau
10.2018 - 01.2020
- Managed the Front Office Operations in charge of Front Office, Guest Relations & Gift Shop
- Being part of pre-opening team for Grand Suite
- Implement kids activities during summer time for all in house guest to participate & collaborate with Guest Relations, Housekeeping, Human Resource, SPA, F&B & Pastry team
- Implement new amenities program with chef's and In Room Dining team
- Prepare for Budget & P&L.
Front Office Manager
Conrad Macao Cotai Central
01.2017 - 10.2018
- Assist the Director of Front Office in the development of the front office team, including reviewing SOP's and actively conducting training of new team members
- Be prepared to actively support and coach
- Assist in the physical organization of necessary areas
- Achieving FORBES Five Star & maintaining position for the company
- Cross Train in Housekeeping Department for a month to better enhance & communicate within both departments
- To work closely with between Housekeeping and Front Office to have a better preparation & communication on our daily operations
- To mobilize, inspire and supervise team members, Duty Manager & Supervisors to build a high performing team in order to achieve business goals & service standards
- Work with, train and lead teams of Supervisors and Guest Relations Officer to provide the best quality of service along with ensuring agents clearly demonstrate effective communication and guest contact skills
- Manages desk at critical times, resolves guest concerns and implements resolutions by using discretion and judgment
- Communicate room availability (particularly status changes on any date) to team members and Reservations Department
- Respond to guest comments, requests and complaints in a timely and professional manner
- Take personal responsibility to resolve issues where necessary
- Be conversant with all facets of the operation including fire life safety and emergency related procedures
- Control and maintain our Front of House cost and expenses not exceeding our budget
- Review and discuss profit & loss (P&L), cost control, set up yearly CAPEX and budget with Director of Front Office
- Disseminate and clarify understanding of all new promotional packages, rate plans and product information associated with these programs
- Communicate anticipated business demands daily with each Team Member (arrivals/departures, group functions, guest requests, etc.) Monitor and ensure that Front Office Team Members perform their job functions to the Quality Assurance standards
- Monitor and drive the SALT results together with the team and implement resolutions towards the goal
- Manage the delivery and measurement of guest service within Front Office, Guest Relations, Honors programme to be consistent with the company's service culture, core service standards and brand attributes
- Drive and ensure all team members to promote the HHonors Rewards membership to all guests upon arrival and maintain the standard of the HHonors Rewards enrollment (Loyalty Program)
- Work with the Revenue Manager and the Director of Reservations to determine overbooking levels and best use of remaining inventory on any one day
- Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect and team member satisfaction
- Hold regular meetings to review operational standards and guest feedback
- Brainstorm and decide on ways in which services can be improved and implement it
- Discuss with Director of Hotel Operations where the change represents a substantial departure from current practices
- Work with and maintain a relationship with key convention and group sales team members to ensure that group arrivals and departures are executed smoothly
- Adhere to quality assurance audit and maintain the standard such as Forbes
- Overseeing Paiza operations and maintain a good relationship within Casino and Player Department Team on a daily basis
- Have a thorough knowledge of the OPERA system
- Have a good working knowledge of associated departments and how their functions impact front office operations
- Supervise, mentor, train, schedule and Inspire Team Members
- Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect and team member satisfaction
- Assimilate in corporate to Conrad Philosophy though understandings, supporting and participating in all elements
- Demonstrate working knowledge of the service standards
- Regular attendance in conformance with the standards, which maybe establish by Conrad from time to time, is essential to the performance of the positions.
Front Office Manager
The Venetian Macao Resort Hotel
02.2011 - 01.2012
- Ensure adhere to Mandarin Oriental Brand Service standards are consistently practiced by all team members
- To mobilize, inspire and supervise team members, Duty Manager & Supervisors to build a high performing team in order to achieve business goals & service standards
- Work closely with other department and monitor on the room inventory on daily basis
- To coordinate with revenue & mass casino team on the on day pick up figure in order to full fill the casino block and push for hotel occupancy
- To meet VIP's upon their arrival escorting them to their room, engaging them in conversation so as to build a strong communication channel between hotels
- To be totally familiar with internal hotel procedures, inclusive of housekeeping, lost and found, food and beverage, internal and external communications, fire and emergency
- To be fully conversant with the Hotel Emergency and Evacuation Procedures
- Manages desk at critical times, resolves guest concerns and implements resolutions by using discretion and judgment
- Maximize hotel Revenue and assist with cost control and CAPEX planning
- Setting departmental KPO goals
- Work with, train and lead teams of Supervisors and Guest Relations Officer to provide the best quality of service along with ensuring agents clearly demonstrate effective communication and guest contact skills
- Manage group's expectations and being involved in decision-making
- Be apart of role model towards the team
- Achieving KTE (Key To Excellence) program towards team.
Guest Relations Manager
Grand Lapa Macau (The Excelsior)
02.2010 - 01.2011
- Ensure adhere to Mandarin Oriental Brand Service standards are consistently practiced by all team members
- To assist guests with any hotel information, transport information, concierge information and other requests
- To check VIP arrivals on a daily basis and personally check their assigned rooms ensuring they are of an excellent standard, place amenities (where appropriate) and VIP letters in rooms
- To meet VIP's upon their arrival escorting them to their room, engaging them in conversation so as to build a strong rapport between themselves and the hotel
- To be aware of top corporate and VIP clients of the Hotel, recognizing and welcoming them by name upon their return visits to the Hotel
- To ensure rooms and suites are ready for wedding couples prior to their arrival and personally meet wedding couples on their arrival and departure
- To coordinate the total services provided by the hotel for our long stay guests
- Meet with these guests at the beginning of their stay to welcome and ascertain any special requirements
- Maintain contact with them throughout their stay and be proactive to ensure they have an excellent experience whilst with us
- To be respectful of our guest's privacy, ensuring their every request in theirs regard is strictly adhered to and their details remain confidential
- To be totally familiar with internal hotel procedures, inclusive of housekeeping, lost and found, food & beverage, internal and external communications, fire and emergency
- To be fully conversant with the Hotel Emergency and Evacuation Procedures
- Maximize sales and revenue for the Hotel
- Ensure that all guest complaints are dealt with immediately
- All complaints to be handled efficiently and professionally with complete follow-up so those guests leave and return with a good impression of the Hotel.
Front Office Groups Duty Manager
The Venetian Macao Resort Hotel
07.2007 - 08.2009
- Supervised guest service agent Check In & Check Out efficiency
- Supervised guest service agent based on Venetian Service Standard
- Prepared for next day group Arrival & Departure
- Managed organizer expectation prior to their event & during their stay
- Participated the pre-conference meeting with the organizer prior to group arrival to discuss about the logistic of group check in venue & special
- Attended weekly Conference & Exhibition meeting for upcoming large group beyond 300 suites & special arrangements
- Handled over 1,000 suites with (2,000 pax) for check in (Bayer Healthcare (2 Nov 2008) & AstraZeneca group ~ (2007)
- Manages desk at critical times, resolves guest concerns and implements resolutions by using discretion and judgment
- Communicate room availability (particularly status changes on any date) to team members and Reservations Department
- Respond to guest comments, requests and complaints in a timely and professional manner
- Take personal responsibility to resolve issues where necessary
- Be conversant with all facets of the operation including fire life safety and emergency related procedures
- Disseminate and clarify understanding of all new promotional packages, rate plans and product information associated with these programs
- Communicate anticipated business demands daily with each Team Member (arrivals/departures, group functions, guest requests, etc.)
- Overseeing Paiza operations and maintain a good relationship within Casino and Player Department Team on a daily basis
- Monitor on team member performance and take the lead as a mentor towards the team.
Guest Relations Manager
Hilton Kuala Lumpur
09.2004 - 05.2007
- Ensure adhere to Mandarin Oriental Brand Service standards are consistently practiced by all team members
- To mobilize, inspire and supervise team members, Duty Manager & Supervisors to build a high performing team in order to achieve business goals & service standards
- Work closely with other department and monitor on the room inventory on daily basis
- To coordinate with revenue & mass casino team on the on day pick up figure in order to full fill the casino block and push for hotel occupancy
- To meet VIP's upon their arrival escorting them to their room, engaging them in conversation so as to build a strong communication channel between hotels
- To be totally familiar with internal hotel procedures, inclusive of housekeeping, lost and found, food and beverage, internal and external communications, fire and emergency
- To be fully conversant with the Hotel Emergency and Evacuation Procedures
- Manages desk at critical times, resolves guest concerns and implements resolutions by using discretion and judgment
- Maximize hotel Revenue and assist with cost control and CAPEX planning
- Setting departmental KPO goals
- Work with, train and lead teams of Supervisors and Guest Relations Officer to provide the best quality of service along with ensuring agents clearly demonstrate effective communication and guest contact skills
- Manage group's expectations and being involved in decision-making
- Be apart of role model towards the team
- Achieving KTE (Key To Excellence) program towards team.
Guest Service Ambassador & Personal Butler
Palace of The Golden Horses
07.2002 - 09.2004
- To check in all guests, Groups & Tours to the Hotel in an efficient and welcoming manner, ensuring an outstanding first impression and meeting all brand standards
- To be totally familiar with all facilities, functions and special events in the Hotel on a daily basis, assisting guests with any inquiries
- To provide guests services such as currency exchange, safety deposit box facilities and cash advances where authorised
- To be fully conversant with manual Reception procedures to be used in the event of the Hotel's computer systems being off-line
- This position includes night shift work as well as early and late shifts on a rotating basis
- Any other duties assigned by Front Office Management and Supervisors
- Show you care by being thoughtful in the way you welcome and connect with guests
- Take action by showing initiative, taking ownership and going the extra mile
- Personalized Butler's for Dignitaries, Head of State, Government Official, Celebrities, VIPs and Invited guests.
Management Trainee
The Gallery Hotel
10.2001 - 04.2002
- Cross Train in F&B, Housekeeping, Front Office & reservation Department
- To be totally familiar with all facilities, functions and special events in the Hotel on a daily basis, assisting guests with any inquiries
- To have a better understanding on different department policy and procedure
- To be fully conversant with manual Reception procedures to be used in the event of the Hotel's computer systems being off-line
- This position includes night shift work as well as early and late shifts on a rotating basis
- Any other duties assigned by Management and Superior, adhere to standards
- Take action by showing initiative, taking ownership and going the extra mile.
Education
Bachelor of Business Administration -
Universidad Empresarial de Costa Rica
01.2015
Diploma in Hotel Management & Catering -
Flamingo Institute of Education
01.2001
SPM -
Sek. Men. Methodist Girl School Kuala Lumpur
01.1998
UPSR -
Sek. Ren. Methodist Girl School Kuala Lumpur
01.1992
Skills
- Opera
- LMS System
- Fidelio
- FCS Job
- Maximo
- Micros POS system
- Timelox system
- Operations Management
- Quality Assurance
- KPI Tracking
Websites
Accomplishments
- Nominated as CEO Light & Warmth Award
- Highest honor by Hilton Worldwide Team Member award
- Front Office Academy Hilton Worldwide
- Named of Forbes Travel Guide Five Star hotel in 2015
- Leader of The Year Award (Year 2014)
- 2013 Winner of "Luxury Being Yourself" for Hilton Worldwide
- Leader of 1st Quarter Award
Languages
English, Cantonese, Hokkien, Malay & Mandarin
Macau Id No
1639134 (4)
Malaysia Id No
821008-01-5222
Personal Information
- Place of Birth: Johor Bahru
- Passport Number: A30364862 (Malaysian)
- Date of Birth: 10/08/82
- Nationality: Chinese
Timeline
Executive Manager of Project and Event Management
Ajay Pro Consultancy (SME)
11.2021 - Current
Director of Front Office
Four Seasons Hotel Macau
10.2018 - 01.2020
Front Office Manager
Conrad Macao Cotai Central
01.2017 - 10.2018
Front Office Manager
The Venetian Macao Resort Hotel
02.2011 - 01.2012
Guest Relations Manager
Grand Lapa Macau (The Excelsior)
02.2010 - 01.2011
Front Office Groups Duty Manager
The Venetian Macao Resort Hotel
07.2007 - 08.2009
Guest Relations Manager
Hilton Kuala Lumpur
09.2004 - 05.2007
Guest Service Ambassador & Personal Butler
Palace of The Golden Horses
07.2002 - 09.2004
Management Trainee
The Gallery Hotel
10.2001 - 04.2002
Bachelor of Business Administration -
Universidad Empresarial de Costa Rica
Diploma in Hotel Management & Catering -
Flamingo Institute of Education
SPM -
Sek. Men. Methodist Girl School Kuala Lumpur
UPSR -
Sek. Ren. Methodist Girl School Kuala Lumpur
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