ALEX YIEK JIE

A job with customer care and specialist in receiving, handling in general and most important task of internal and variety of services in a worldwide International Travel Company.

• Task receiving and handling by the all profession guidelines

• Involve in all AI technology system into customer care

• Worldwide range of the customer which most major in Chinese and English Sector

• Identifying the the related issues and propose with the resolutions with the aim of customer satisfaction in return and skills of problem solving.

• Delivered exceptional support to global customers via phone, email, and chat, resolving booking issues,

payment inquiries, and accommodation disputes with empathy and efficiency.

• Maintained a consistent customer satisfaction score above 90%, recognized for clear communication,

problem-solving, and personalized service.

• Collaborated with cross-functional teams including finance, partner services, and fraud prevention to

ensure seamless resolution of complex cases.

• Handled high-volume inquiries during peak travel seasons, demonstrating resilience, multitasking, and

attention to detail under pressure.

• Trained and mentored new hires on the operation systems, tone of voice, and escalation procedures,

contributing to team performance and retention.

• Utilized CRM tools and internal dashboards to track interactions, document resolutions, and identify

trends for continuous improvement.

• Adapted quickly to evolving policies and product updates, ensuring accurate and up-to-date information

was provided to customers.

• Be a main key person to respond in all responsibility in all elements of the hotel operations from the external and internal including the HR recruitments. The duty includes oversaw daily operations of a 60-room property, ensuring exceptional guest experiences and operational efficiency across all departments.
• Led a team of 10+ staff including front office, housekeeping, and maintenance, fostering a culture of excellence and accountability.
• General Public Relations Personnel for hotel with the corporate, government, personal clients and potential customers for room sales and marketing.
• Monthly duty assignments for all staffs by arranging the monthly roaster according to the shifts.
• Smooth frontdesk and back office operation from the inventory management.
• Checking and controlling the Hotel PMS and improvement.
• Signing up all the OTAs and FITs with synchronization into hotel PMS and work out closely with the channel manager for the sign up of the room types, rates, promotions, campaigns, inventory allotment assignment and the all related payment method.
• Proposing in rates and the increment of the future room rates in OTAs and FITs.
• Responding in the guest review and handling the guest complaints to maintain the hotel room quality as same monitor the Standard Operation Skills from the guest reviews.
• Cross checking the hotel stocks always in satisfactory level and good conditions of turnover.
• Ready to meetup with all related field agents and corporate clients.
• Daily closing for the counter sales and collection.
• Monthly reporting in sales and revenues, yearly growth of the hotel and prediction of planning in the next quarters or next year to make sure the hotel in healthy financial management.
• Implemented guest feedback analytics to identify service gaps, resulting in a 20% increase in positive reviews across TripAdvisor and Booking.com.
• Increased customer satisfaction by actively addressing concerns and ensuring timely resolutions.
• Collaborated with executive leadership on strategic planning initiatives to drive business growth.
• Developed comprehensive training programs for staff, enhancing team performance and skill sets.
• Implemented risk assessment procedures to minimize potential disruptions across all areas of operation.
• Improved overall productivity with the introduction of innovative process improvement initiatives.
• Led cross-functional teams to achieve company goals, fostering collaboration and communication.
• Streamlined operational processes by identifying inefficiencies and implementing best practices.
• Managed vendor relationships, negotiating contracts for maximum value and efficiency.
• Managed crisis situations effectively by developing response plans in advance.

• Managing all sales enquiries in request from the Government or Corporate company.
• Registering the hotel inventory with all FITs and OTAs related platforms to managing all the sales inventories online and offline.
• Sales call and meeting with all related existing or new clients.
• Accepting the monthly and daily room sales and the function event request.
• Provide the training with the frontdesk assistant to be more aware in the hotel operation.
• Co-operate with the F&B department to arrange the meals request from the clients in events or daily, monthly guests.
• Collection the payment and following up the outstanding payment from the corporate and government clients and make sure the outstanding debts always in satisfactory level of the hotel revenue.
• Reporting the monthly sales to the managing director and future planning.
• Propose in future room rates and online sales room rates to guarantee the hotel future income.
• Achieved sales goals and service targets by cultivating and securing new customer relationships.
• Boosted sales revenue by cultivating strong client relationships and implementing effective sales strategies.
• Delivered exceptional customer service, resulting in a high percentage of repeat business and client referrals.
• Demonstrated expert product knowledge during client interactions, addressing questions/concerns confidently and offering solutions tailored specifically for them.

• Aim to be a part of the Front Office Department to work as a team and corporate with the team members to run a 4 star hotel to achieve the monthly set target in room sales and smooth guest handling check in and check out system. Duties includes
• Part of the operation team and backup for any replacement staff in leave.
• Daily meeting to reporting the sales and guest related review or complaints.
• Improvement suggestion to make a hotel to be better in quality and services.
• Co-operate with the accounting team in daily sales opening and closing or cash sales related matter.
• Receiving for daily reservation and group booking task.