Sook khoon (Shanky ) Tan
Taipa,Macau
Summary
Accomplished professional with expertise in PMS systems, including Opera for rate loading, configurations, and allotment allocations. Demonstrates strong capabilities in department team scheduling and operational strategy. Proven track record in product development, notably with the Wynn Macau Marketing Room Booking System (MRBS). Skilled in analysing team member performance metrics and adept at sales forecasting and planning. Capability in managing PABX systems and OTA extranet operations. Committed to leveraging skills to drive organisational success and innovation.
Overview
26
26
years of professional experience
2021
2021
years of post-secondary education
Work history
Senior manager Resort Reservations
Wynn Palace Macau
Macau, Macau
2023.03 - Current
- Managed daily reservations and maintained accurate room inventory .
- Managed large room inventory 2700 rooms for two properties . Shared unit department for Wynn Macau and Wynn Palace.
- Oversee and manage daily operations of Resort Reservations.
- Priority responsibilities taking care of Resort gaming rooms booking .
- Maintained excellent communication with host and gaming marketing management.
- Work closely with front office team for seamless guest staying experience .
- Work with VIP Service team for special amenities arrangement and specific room assignment for VIP guests.
- Managed Marketing Booking system MRBS, rate tier uploading , team setting for interface booking with PMS and booking restriction setting.
- Call monitoring , observation and evaluation within team.
Senior Manager Gaming Resort Markerting
Wynn Palace Macau
Cotai, Macau
2017.01 - 2023.03
- Facilitate establishment of Gaming Resort Marketing department within Marketing division.
- Administer department configuration encompassing organisational structure, manning strategy, unique phone communication setting to guarantee both properties connect with GRM team sufficiently and streamline department functionality.
- Manage entire Mass & Slot Marketing rooms reservation operations for both properties, Wynn Macau and Wynn Palace.
- Coordinated Mass & Slot Marketing daily room allotment allocations with Hotel Revenue team to optimise inventory management. Collaboration with Front Office team for efficient room assignment processes.
- Work closely with Front Office team , taking care of marketing patrons room transaction , room posting , daily room movement such as Due In , Due Out , No Show , amenities and any special arrangement.
- Administered Marketing Room Booking System (MRBS) for streamlined processes.Worked closely with IT and Marketing Management to implement MRBS. Connected MRBS with PMS system Opera to improve operational efficiency. Responsible for team setting, upload daily room reservations rate tier requirements.
- Work closely with Limousine department , arrange transportation for call in patron.
- Handle call in patron room reservations based on patron entitlement based on daily room reservations (ADT )requirement.
- Department call monitoring, observation and evaluation , support daily operations.
Room Reservations Manager
Wynn Macau
Macau, Macau
2010.03 - 2016.12
- Pre-opening team for Encore Macau, focusing on management 1000 room inventory .Directed room reservations team, ensuring seamless booking processes for Wynn and Encore Macau.
- Managed room reservations from multiple sources including Gaming Marketing ( Premium, Mass and Slot Marketing ) junket operators , travel agents, OTA and Transient.
- Maintained excellent Forbes standard .Evaluated performance of reservation staff regularly, identifying areas of improvement.
- Worked with the revenue manager to boost occupancy and the average achieved room rate.
- Kept up-to-date inventory records to avoid overbooking or under booking issues. Communicate with Marketing team and junkets promoter for their room requirement especially during peak period.
Room Reservations Manager
Mandarin Oriental Kuala Lumpur
Kuala Lumpur, Malaysia
2009.09 - 2010.02
- Maintained accurate inventory records to prevent overbooking and under booking issues.
Managed room inventory across online travel agencies to optimise availability. - Overseen overall department operations .
- Call monitoring , observation and evaluation. Train the Room Reservation team.
- Ensure team call handling meets standards set by mystery call shopper – D. Richey standard.
- Focus on Corporate room reservations , work closely with Hotel Sales team for rooms reservations.
- Support team for bigger group booking from corporate and travel agent.
Reservations manager
JW Marriott Hotel Kuala Lumpur
Kuala Lumpur, Malaysia
2008.01 - 2009.09
- Led room reservations and Telephone operator team.
- Implemented cross-training among staff , creating a multi-skilled team members. Handling telephone calls and room reservations.
- Addressed customer complaints, increased loyalty and repeat bookings.
- Maintained excellent communication with corporate, and embassy specifically for their guest stay experience prior to their arrival.
- In-charged person for VIP group, handle entire travel itinerary from rooms reservations , transfer arrangement and dining experience.
- Assisted front office for VIP group check in and during peak hours, ensuring seamless service delivery.
Service center -Service Manager
Traders Hotel Kuala Lumpur
Kuala Lumpur, Malaysia
2007.05 - 2008.01
- Led Service Center team , managed virtual concierge for the properties. Handle internal and external calls.
- Guest service such as wake up calls , transportation arrangement , additional amenities arrangement.
- Conducted thorough audits on services provided, maintaining top-quality standards consistently for internal and external customers.
- Improved response times, resulting in higher client satisfaction rates.
Assistan Reservations Manager
Traders Hotel Kuala Lumpur
Kuala Lumpur, Malaysia
2006.04 - 2007.05
- Pre-opening team for Room Reservation, assisted Room Reservations Manager for department set up.
- Managed Room Reservation related configuration to PMS such as rate plan, source code and Reservations code.
- Updated daily room performance via Corporate office extra net.
- Loading daily rate tier to GDS system based on daily rate hurdle requirements.
- Updated reservation department process and procedures.
- Handled airline company crew stayover room reservations. Communicate with airport manager for their arrival , departure, wake up calls and transfer arrangement .
- Managed booking platform for loyalty program ,corporate company room reservation rewards program.
- Worked with Sales Manager to upload RFP biding in each corporate account extranet.
- Partnered with hotels sales manager for sale calls to corporate and travel agent office . Communicated with the room reservations booker for department service highlights and area to improved.
Reservation officer
The Ascott Kuala Lumpur
Kuala Lumpur, Malaysia
2002.03 - 2005.12
- Independently managed the entire room reservations for the properties. Assisted by sales coordinator when away.
- Properties establish with 220 service apartment and managed 20 leasing service apartment.
- Established and maintained all system, processes and documentation .
- Worked closely with Sales Manger for long stay (monthly leasing) apartment leasing and room assignment.
- Maximize the properties occupancy with managed well for short stay reservations.(FIT)
- Updated room availability status in real-time to avoid overbooking , property website and OTA for transient reservations. ( Short stay ).
Reservations agent
Mandarin Oriental Kuala Lumpur
Kuala Lumpur, Malaysia
2000.12 - 2002.07
- Taking care reservations from all segment , transient ,travel agents, group and OTA.
- General enquirers, pre-arrival request , pre-payment handling.
- Work closely within team mate as team work , strong communication created a harmonies working environment.
- Assisted customers in the reservation process swiftly and accurately. Both internal and external inquiries.
Front office assistant
Equatorial Hill Resort
Cameron Highlands , Malaysia
1999.04 - 2000.12
- Delivered exceptional guest service throughout entire check in and check out process.
- On duty at front desk operations, ensuring smooth workflow.
- Ensured high-quality customer service with professional communication skills.
- Completed FOA duties in line with Front Office policies and procedures.
Education
Diploma of Higher Education - Hotel & Resort Management
Institute Technology Tun Razak
Malaysia /1997 - 1999.04
Secondary School -
Sekolah Menengah Sin Min
Sungai Petani, Malaysia 1989.01 - 1994.11
Primary school -
Sekolah Rendah Sin Min
Sungai Petani, Malaysia 1983.01 - 1998.11
Skills
- PMS system - Opera ( Rate loading , configurations, allotment allocations)
- Department team scheduling
- Operational strategy
- Product development experience (Wynn Macau Marketing Room Booking System -MRBS)
- Team memeber performance metrics analysis
- Sales forecasting and planning
- PABX system
- OTA extranet
Languages
English
Fluent
Chinese (Mandarin)
Fluent
Malay
Fluent
Chinese (Cantonese)
Fluent
Affiliations
- Travelling
Accomplishments
10 Years service award Wynn Resort Macau -2020
Diamond Award Wynn Palace Macau - 2017
Diamond Awardv Wynn Macau -2014
Manager Award JW Marriot Kuala Lumpur - 2008
Employee of the month , Mandarin Oriental Kuala Lumpur -2001
Student President Award for Hotel & Resort Management for semester 1997 to 2000, ITTAR Malaysia
Timeline
Senior manager Resort Reservations
Wynn Palace Macau
2023.03 - Current
Senior Manager Gaming Resort Markerting
Wynn Palace Macau
2017.01 - 2023.03
Room Reservations Manager
Wynn Macau
2010.03 - 2016.12
Room Reservations Manager
Mandarin Oriental Kuala Lumpur
2009.09 - 2010.02
Reservations manager
JW Marriott Hotel Kuala Lumpur
2008.01 - 2009.09
Service center -Service Manager
Traders Hotel Kuala Lumpur
2007.05 - 2008.01
Assistan Reservations Manager
Traders Hotel Kuala Lumpur
2006.04 - 2007.05
Reservation officer
The Ascott Kuala Lumpur
2002.03 - 2005.12
Reservations agent
Mandarin Oriental Kuala Lumpur
2000.12 - 2002.07
Front office assistant
Equatorial Hill Resort
1999.04 - 2000.12
Secondary School -
Sekolah Menengah Sin Min
1989.01 - 1994.11
Primary school -
Sekolah Rendah Sin Min
1983.01 - 1998.11
Diploma of Higher Education - Hotel & Resort Management
Institute Technology Tun Razak
/1997 - 1999.04