ANN PATRICIA FELIX
Penang
Summary
Experienced hospitality professional specialising in Learning & Development and hotel operations. Delivered strategic training programmes that improved employee performance and service standards. Managed HR functions, including payroll and employee relations, ensuring compliance and a positive workplace culture. Seeking to leverage operational expertise and training acumen in a Learning & Development Manager role.
Overview
29
29
years of professional experience
Work History
Human Resource Manager
Rainbow Paradise Beach Resort
Penang
2025.01 - 2026.07
- Supported management and department heads in resolving employee issues, addressing workplace conduct, and ensuring compliance with HR documentation and operational matters.
- Prepared warning letters, disciplinary documentation and supported domestic inquiry processes.
- Managed staff personal matters and employee relations with professionalism and confidentiality, offering guidance and follow-up.
- Managed monthly payroll, staff attendance, leave, medical leave, HR records and day-to-day employee administration.
- Coordinated staff engagement and workplace initiatives including gotong-royong activities and staff briefings.
- Worked in a complex resort environment involving three different management groups, requiring strong coordination, communication and stakeholder management.
- Dealt directly with unit owners and other stakeholders, responding to concerns and coordinating matters with management and relevant departments.
- Prepared proposals, reports, letters, and management documents to facilitate business operations and meet HR requirements.
- Liaised with local police and relevant external parties on company-related incidents, disputes and matters requiring official follow-up.
Training And Development Manager
Parkroyal Resort
Penang
2015.11 - 2024.06
- Evaluate organisational training requirements and work with subject matter experts and senior leadership to design solutions optimising employee performance and quality management.
- Leveraging assessment tools and instructional design strategies to create and improve training programs to achieve organisational training benchmarks.
- Delivered product-specific training using experiential learning, video, and synchronous virtual learning methodologies.
- Developed comprehensive safety training plan for all employees, including interns, to enhance compliance and safety awareness.
- Assessed and analysed safety training materials and HR policies, providing recommendations for compliance with industry and organisational regulations.
- Monitored adherence to policies and procedures to uphold compliance standards.
Quality Improvement Manager
Shangri-La Golden Sands Resort
Penang
2013.01 - 2015.12
- Provide a planned, systematic, organization-wide approach to identifying, designing, measuring, prioritising and monitoring all quality improvement activities, including new processes and services.
- Annually evaluate the QI Program and QI Work Plan to make recommendations to the QI Director for updating and modifying the program in order to maximize its effectiveness for the resort.
- Participates in the Quality Improvement process and activities including the areas of Safety, Documentation, and Adherence to guidelines for Cleaning/Housekeeping, Guest/customer satisfaction, compliance with the Resort and other regulatory standards.
- Identified and collected metrics, analysed data for patterns and trends in service delivery, and investigated root causes of specific guest service complaints.
- Liaised with all departments to ensure timely, accurate, and complete data collection for reporting.
- Assisted in developing and drafting policies and procedures that align with accrediting standards and review criteria.
- Delegate and assist QI Coordinators with development of QI studies.
- Support the thorough orientation of all staff (new/old) by providing quality training on the QI Program in a clear and professional manner.
- Performed calendared department visits/inspection in the facilities on a daily basis. Visits include but are not limited to surveys, evaluation of quality program, providing technical updates and monitoring of facility processes to prevent crisis.
Guest Service Representative/Manager
Shangri-La Golden Sands Resort
Penang
1998.01 - 2013.12
- Managed guest arrivals by processing payments, noting requests, and issuing room keys to ensure seamless check-in experience.
- Addressed customer service concerns promptly at the front desk.
- Updated computer system with guest messages, arrivals, departures, and special requests to enhance communication and service delivery.
- Maintained current knowledge of resort facilities and local businesses to effectively address guest queries and requests.
- Collaborated with maintenance, housekeeping, and security to resolve requests and issues efficiently.
- Worked alongside housekeeping team to ensure timely completion of special requests for guests.
- Completed shift reports each day detailing reservations, check-ins/check-outs, charges, and other information requested by management.
Education
Mini MBA -
2023-01
Supervisor Excellence Certificate (SUPEX) -
Shangri-La Leadership Course
Beijing2010-01
Advanced Hospitality Management Program (AHMP) -
Shangri-La Academy
Beijing2007-01
Skills
- Administrative Processes
- Service delivery
- Training analysis
- Learning & Development
- Employee Relations
- Coaching & Facilitation
- Influential leadership
- Cross-Cultural Communication
- Multilevel Communication
- Productivity Improvement
Custom
- Shangri-La Academy, Beijing, Advanced Hospitality Management Program (AHMP), 2007-01-01
- Shangri-La Leadership Course, Supervisor Excellence Certificate (SUPEX), 2010-01-01
- Mini MBA, 2023-01-01
Timeline
Human Resource Manager
Rainbow Paradise Beach Resort
2025.01 - 2026.07
Training And Development Manager
Parkroyal Resort
2015.11 - 2024.06
Quality Improvement Manager
Shangri-La Golden Sands Resort
2013.01 - 2015.12
Guest Service Representative/Manager
Shangri-La Golden Sands Resort
1998.01 - 2013.12
Mini MBA -
Supervisor Excellence Certificate (SUPEX) -
Shangri-La Leadership Course
Advanced Hospitality Management Program (AHMP) -
Shangri-La Academy