Summary
Overview
Work History
Education
Skills
Certification
Awards and Achievements
Timeline
Hi, I’m

Jensen Chong

General Manager
Kota Kinabalu
Jensen Chong

Summary

Dear Hiring Manager, I am eager to apply for a role within your organization where I can contribute my hospitality and management expertise. With experience as a Resort Manager in Kinabatangan and currently as General Manager at Borneo Homestay Management in Kota Kinabalu. I have led operations, budgeting, HR, rooms, homestay, and tour arrangements while ensuring exceptional guest satisfaction with strong background in staff management, operations control, and employee relations. Proven ability to handle workforce issues, enforce company policies, and maintain smooth daily operations. Transitioning into Human Resources with focus on HR administration, employee engagement, and compliance.

Hotel management professional with extensive experience in leading hotel operations to ensure superior guest experiences. Proven ability to drive operational efficiency and elevate service standards. Known for fostering team collaboration and adapting to evolving needs, demonstrating strong leadership and problem-solving skills.

Professional hotel management professional equipped to drive operational excellence and enhance guest experiences. Known for fostering teamwork, delivering consistent results, and adapting to evolving needs. Strong expertise in hospitality operations, staff development, and strategic planning. Respected for leadership, reliability, and effective communication skills.

Experienced with hotel operations, personnel management, and guest relations. Utilizes strategic planning and team leadership to enhance service quality and operational efficiency. Track record of effective problem-solving and maintaining high standards in dynamic environments.

Overview

1
Language
4
Certifications
35
years of professional experience

Work History

HOTEL EMAS TAWAU

HOTEL SENIOR MANAGER
12.2025 - 03.2026

Job overview

  • 1. Oversee daily operations to ensure smooth business performance
  • 2. Manage recruitment, staffing, and employee relations
  • 3. Handle HR compliance including EPF and SOCSO
  • 4. Monitor budgets, control costs, and improve efficiency
  • 5. Lead and supervise department teams
  • 6. Resolve operational issues and support management decisions
  • 7. Ensure high customer service standards
  • 8. Strong leadership and problem-solving skills
  • 9. Knowledge of HR processes and Malaysian labour compliance
  • 10. Good communication and team management ability.
  • 11. Responsible for maintaining workplace safety, ensuring compliance with OSHA regulations, conducting inspections, and managing incident reporting and safety training.
  • Oversaw renovations of hotel facilities, ensuring minimal disruption to guests while improving overall property aesthetics and functionality.
  • Developed comprehensive training materials covering customer service best practices, fostering a culture of exceptional hospitality among staff members.
  • Spearheaded initiatives to promote sustainability within the hotel, including energy conservation measures and waste reduction programs.
  • Conducted regular competitor analysis to identify market trends and adjust pricing strategies accordingly.
  • Collaborated with sales team to develop customized event packages for corporate clients, driving increased bookings for meetings and conferences.
  • Negotiated favorable terms with suppliers on behalf of the hotel, resulting in reduced costs for food, beverage, and other essential products.
  • Enhanced guest satisfaction by implementing streamlined service processes and staff training programs.
  • Coordinated with maintenance teams to address facility issues promptly, ensuring a safe and comfortable environment for guests at all times.
  • Established standard operating procedures across various departments to maintain consistent quality of service delivery.
  • Launched a loyalty program for frequent customers, resulting in higher repeat business and increased revenue.
  • Developed employee recognition programs that improved staff morale, leading to decreased turnover and higher levels of job satisfaction.
  • Led cross-functional teams in developing new product offerings for the hotel''s restaurant, boosting customer satisfaction ratings and increasing average spend per guest.
  • Improved communication between front desk associates and housekeeping staff through daily briefings, enhancing efficiency in room assignment processes during peak check-in periods.
  • Cultivated relationships with local tourism boards and travel agencies, resulting in increased visibility of the hotel among potential customers.
  • Implemented an online booking system to streamline reservations and maximize room availability.
  • Managed financials including budgeting, forecasting, variance analysis, and cost control measures to ensure profitability targets were met or exceeded.
  • Increased room occupancy rates through targeted marketing campaigns and strategic partnerships with local businesses.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Provided services efficiently and with high level of accuracy.
  • Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
  • Hired and trained new employees, demonstrating best methods for serving clients and guests.

BORNEO HOMESTAY MANAGEMENT

GENERAL MANAGER / HR
01.2023 - 12.2025

Job overview

  • As Tour Director of Borneo Homestay Management, responsible for overseeing and coordinating operations across multiple homestay properties in Kota Kinabalu and the Mount Kinabalu region. The role ensures smooth management, high-quality guest experiences, and efficient use of resources.
  • Key Responsibilities:
  • Homestay Operations Management
  • Supervise day-to-day operations of multiple homestay properties.
  • Maintain standards of cleanliness, safety, and guest satisfaction.
  • Implement quality control measures and handle guest feedback.
  • Financial & Budget Management
  • Prepare, monitor, and control operating budgets.
  • Optimize costs while maximizing profitability.
  • Ensure proper reporting, accounting, and financial records.
  • Human Resource Management
  • Recruit, train, and supervise homestay staff and local hosts.
  • Develop staff schedules and assign responsibilities.
  • Conduct performance evaluations and staff development.
  • Tour & Guest Experience Coordination
  • Plan and arrange guided tours, cultural experiences, and travel itineraries.
  • Collaborate with local communities and partners to enrich guest offerings.
  • Ensure smooth logistics, transportation, and activity coordination.
  • Marketing & Promotion
  • Promote homestays and tours through digital platforms and partnerships.
  • Develop strategies to increase occupancy and brand visibility.
  • Maintain relationships with travel agencies, tour operators, and online booking platforms.
  • Compliance & Safety
  • Ensure adherence to tourism regulations and licensing requirements.
  • Implement safety and emergency procedures across properties.
  • Promote sustainable and eco-friendly tourism practices.
  • Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.

ESCAPADE ADVENTURE SDN BHD

TOUR & OPERATION DIRECTOR
01.2022 - 12.2022

Job overview

  • In charge of the overall company tour program. And the company income and program arrangement.
  • RESPONSIBILITIES:
  • Provide direct marketing and sales support to field/distribution sales organization. Manage, help generate and qualify as well as process sales leads. Also responsible for maintaining customer, prospects and competitor databases and assessing, devising, and implementing marketing and internet promotions.
  • Generate new business through Inbound and over sea agent and follow up on incoming sales
  • EXPERIENCES GAINED:
  • Telemarketing sales experience in travel and tourism fields.
  • Good team player and Multitasking capabilities.
  • Proven initiative and ability to work with minimal supervision.
  • Excellent organizational and motivational skills.
  • Knowledge of Internet and Electronic Commerce industries.
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
  • Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.

NOT WORKING, STAY AT HOME

PENDEMIC PERIOD
03.2020 - 12.2022

Job overview

  • DURING THIS PERIOD, I STUDY ONLINE, MANAGEMENT SKILL AND WATCH MOST MANAGEMENT VIDEO AND STUDY FINANCE COSTING CONTROL
  • Excellent communication skills, both verbal and written.
  • Self-motivated, with a strong sense of personal responsibility.

SUKAU RAINFOREST LODGE

LODGE MANAGER
01.2019 - 03.2020

Job overview

  • Overall the whole resort management, human resources, customer service and house keeping - wellbeing of rooms and cleanest of the rooms, kitchen, new menu and costing.
  • Well keep the resort and maintenance of the resort.
  • Developed innovative revenue-generating programs, increasing overall profitability of the lodge.
  • Managed lodge operations for optimal efficiency, streamlining processes, and reducing costs.
  • Spearheaded sustainability initiatives, reducing the lodge''s environmental impact and promoting eco-friendly practices among staff and guests alike.
  • Fostered open communication between departments for seamless collaboration in delivering outstanding guest experiences across all touchpoints of their stay at the lodge.
  • Ensured compliance with safety regulations and industry standards, maintaining a secure environment for guests and staff.
  • Optimized staffing levels according to seasonal fluctuations, ensuring efficient resource allocation throughout the year.
  • Built strong relationships with community members and local businesses to promote the lodge''s reputation and offerings.
  • Enhanced staff performance through ongoing training, clear communication, and regular evaluations.
  • Oversaw property maintenance activities to ensure timely repairs, preventative upkeep measures, and visually appealing surroundings for guests.
  • Cultivated a positive workplace atmosphere that boosted employee morale and resulted in higher retention rates among staff.
  • Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
  • Greeted and assisted guests by gathering information pertaining to reservations or requests.
  • Oversaw day-to-day operations of [50]-room hotel with staff of 60 employees.
  • Improved guest satisfaction by implementing personalized services and addressing customer feedback.
  • Fostered safe lodging environment with reliable and effective security services.
  • Evaluated and promptly resolved lodging facility operational issues.

MYNE RESORT

RESORT MANAGER
01.2017 - 12.2018

Job overview

  • Overall manage the whole resort, human resources, customer service and house keeping as well.
  • Well keep the resort and maintenance of the resort.
  • Implemented regular facility maintenance programs to preserve the aesthetics and functionality of the resort premises.
  • Championed sustainable practices throughout resort operations to minimize environmental impact and enhance eco-friendly reputation.
  • Maintained strong relationships with key stakeholders, including government officials and local community leaders, ensuring a positive working environment for all parties involved in resort operations.
  • Developed contingency plans for unanticipated challenges arising during peak holiday seasons or adverse weather conditions affecting overall business operations at resorts located in popular tourist destinations worldwide-ensuring minimal service disruptions despite external factors beyond one's control.
  • Ensured compliance with industry regulations governing safety, hygiene, environmental sustainability practices at the resort facilities.
  • Streamlined resort operations for increased efficiency and improved guest experiences.

BORNEO DYNAMIC HOLIDAYS & TOUR SDN BHD

MANAGING DIRECTOR
01.2010 - 01.2017

Job overview

  • RESPONSIBILITIES:
  • Provide direct marketing and sales support to field/distribution sales organization. Manage, help generate and qualify as well as process sales leads. Also responsible for maintaining customer, prospects and competitor databases and assessing, devising, and implementing marketing and internet promotions.
  • Generate new business through Inbound and over sea agent and follow up on incoming sales leads.
  • Maintain revenue goals by quarter and year to date.
  • Follow up with leads generated via Trade Shows and websites.
  • EXPERIENCES GAINED:
  • Telemarketing sales experience in travel and tourism fields.
  • Good team player and Multitasking capabilities.
  • Proven initiative and ability to work with minimal supervision.
  • Excellent organizational and motivational skills.
  • Knowledge of Internet and Electronic Commerce industries.

RAINFOREST DISCOVERY & TOUR SDN BHD

DIRECTOR OF SALE & MARKETING
01.2007 - 01.2010

Job overview

  • MANAGE THE COMPANY OVERALL SALE AND OPERATION INCLUDES ITS 2 SUBSIDIARY COMPANY
  • Improved project efficiency with strategic planning, resource allocation, and time management practices.
  • Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
  • Facilitated cross-functional collaboration for improved decision-making processes within the organization.
  • Secured key partnerships that contributed to the company''s overall growth strategy and market reach.

DISCOVERY TOUR SDN BHD

SALE MANAGER
01.2005 - 01.2007

Job overview

  • MANAGE THE COMPANY LOSES AND EMPLOYEES PROBLEM
  • OVERALL SALES AND EXPENSES
  • TRANSPORTATION RESTRUCTURING
  • SALES RESTRUCTURING
  • ADMIN RESTRUCTURING
  • Handled customer relations issues, enabling quick resolution, and client satisfaction.
  • Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
  • Led a successful sales team by providing motivational coaching and performance-based incentives.
  • Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
  • Analyzed market trends to identify new business opportunities, leading to expansion into profitable territories.
  • Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
  • Negotiated contracts with vendors and suppliers, ensuring the best pricing and terms for company profitability.
  • Assisted in recruiting top talent for the sales team, contributing to a high-performing work environment.
  • Increased sales revenue by developing and implementing effective sales strategies.

IDEAL HOLIDAYS TOUR AND TRAVEL SDN BHD

Branch Manager
01.2003 - 01.2005

Job overview

  • MANAGE THE BRANCH EXPENSES AND OVERHEAD
  • INBOUND TOUR ITINERARY
  • OUTBOUND TOUR ITINERARY
  • BRANCH OVERALL OPERATION

KEN AIR TOUR AND TRAVEL

Sales Manager
01.2001 - 01.2003

Job overview

  • BRANCH MANAGER
  • SALES MANAGER
  • ADMIN MANAGER
  • TOUR MANAGER
  • ITINERARY PACKAGE
  • OVERSEA PACKAGES
  • INBOUND PACKAGES
  • CUSTOMER SERVICES

MULTI-PURPOSE BANK BERHAD

Senior Officer
01.1998 - 01.2001

Job overview

  • SETUP THE NETWORK FOR THE CREDIT CARD SYSTEM
  • BUILD UP THE CREDIT CARD SYSTEM
  • SETUP THE MERCHANT DEPARTMENT PROGRAM
  • SETUP THE CREDIT CARD MACHINE FOR THE MERCHANT
  • SETUP THE TRAINING MATERIAL FOR THE MERCHANT
  • GIVING TRAINING AND ADVICE TO MERCHANT
  • Conducted regular risk assessments to identify potential issues early on; implemented appropriate mitigation strategies proactively.
  • Coordinated schedules and tasks efficiently, ensuring timely completion of projects without compromising quality or client satisfaction.
  • Championed the adoption of new technologies and tools to streamline processes, enhance productivity, and improve overall operational efficiency.
  • Oversaw training programs for new hires, ensuring proper onboarding procedures were followed and employees were equipped with necessary skills for success in their roles.
  • Implemented quality assurance measures to maintain high standards of service delivery across all projects.

SOUTHERN BANK BERHAD

Senior Officer
01.1996 - 01.1998

Job overview

  • IN CHARGE OF THE BRANCH NETWORK
  • IN CHARGE OF THE ATM NETWORK AND PROBLEM SOLUTION
  • IN CHARGE OF CREDIT CARD MACHINE NETWORK
  • IN CHARGE OF CREDIT CARD MACHINE INSTALLATION
  • IN CHARGE OF CREDIT CARD MACHINE USAGE AND TRAINING

IBM MALAYSIA Sdn Bhd

Senior Engineer
01.1991 - 01.1996

Job overview

  • I REPAIR ATM, SYSTEM 36, AS400 AND RISKS6000.
  • I TRAVEL THE WHOLE PENINSULAR MALAYSIA TO REPAIR ATM, MAINFRAME EQUIPMENT'S
  • SERVICING AND UPGRADING ATM AND PRINTERS
  • PREVENTIVE MAINTENANCE AND SERVICING
  • Completed preventive maintenance on set schedules.
  • Reduced downtime for critical systems through effective troubleshooting and root-cause analysis.
  • Performed troubleshooting and diagnosis on malfunctioning equipment.
  • Improved equipment efficiency by performing regular maintenance and calibration of complex machinery.
  • Assisted in the design and installation of advanced technology upgrades, resulting in increased productivity levels.

Education

ASIA E UNIVERSITY
KUALA LUMPUR

MBA from BUSINESS
04.2001

University Overview

Lian He Commercial College
Johor Bahru, Johor, Malaysia

Diploma of Engineering from Electrical/Electronic, Electronics and Electrical Engineering
01-1991

University Overview

Affiliated to Nanyang Polytechnic Singapore and Science Electronic (PTE) School, Singapore.

St Micheal Secondary School Sandakan
Sandakan, Sabah, Malaysia

SPM
01-1989

University Overview

  • Activities
  • 1. Head Prefect – Led the student body and coordinated school events, assemblies, and disciplinary programs.
  • 2. Police Cadet – Actively participated in school and community service programs promoting discipline, leadership, and public safety.
  • 3. Peer Mentoring Program – Guided junior students in academics and behavior, promoting a positive school environment.
  • 4. School Discipline Committee – Assisted teachers in maintaining order and supporting school policies.

Skills

Guest relations

Operations management

Front office management

Food and beverage management

Reservation management

Facilities management

Human resources

Housekeeping management

Guest services management

Food and beverage operations

Guest complaint resolution

Training and mentoring

Guest accommodations

Staff training and development

Safety procedures

Staff supervision

Social media networking

Outstanding communication skills

Reservations management

Regulatory compliance

Employee performance reviews

Disciplinary action and termination

Housekeeping oversight

Front office staff

Teamwork and leadership

Computer skills

Customer service

Front desk operations

Time management

MS office

Problem-solving abilities

Team leadership

Multitasking Abilities

Room inspections

Adaptability and flexibility

Verbal and written communication

Effective communication

Team collaboration

Certification

REGIONAL SPECIAL TOURIST GUIDE

Awards and Achievements

Awards and Achievements
1. Outstanding Leadership Award as Head Prefect, 2. Best Police Cadet Award for exemplary service and discipline, 3. Certificate of Merit for active participation in community programs

Timeline

HOTEL SENIOR MANAGER
HOTEL EMAS TAWAU
12.2025 - 03.2026
GENERAL MANAGER / HR
BORNEO HOMESTAY MANAGEMENT
01.2023 - 12.2025
TOUR & OPERATION DIRECTOR
ESCAPADE ADVENTURE SDN BHD
01.2022 - 12.2022
PENDEMIC PERIOD
NOT WORKING, STAY AT HOME
03.2020 - 12.2022
LODGE MANAGER
SUKAU RAINFOREST LODGE
01.2019 - 03.2020
RESORT MANAGER
MYNE RESORT
01.2017 - 12.2018
MANAGING DIRECTOR
BORNEO DYNAMIC HOLIDAYS & TOUR SDN BHD
01.2010 - 01.2017
DIRECTOR OF SALE & MARKETING
RAINFOREST DISCOVERY & TOUR SDN BHD
01.2007 - 01.2010
SALE MANAGER
DISCOVERY TOUR SDN BHD
01.2005 - 01.2007
Branch Manager
IDEAL HOLIDAYS TOUR AND TRAVEL SDN BHD
01.2003 - 01.2005
ASIA E UNIVERSITY
MBA from BUSINESS
04.2001
Sales Manager
KEN AIR TOUR AND TRAVEL
01.2001 - 01.2003
Senior Officer
MULTI-PURPOSE BANK BERHAD
01.1998 - 01.2001
Senior Officer
SOUTHERN BANK BERHAD
01.1996 - 01.1998
Senior Engineer
IBM MALAYSIA Sdn Bhd
01.1991 - 01.1996
Lian He Commercial College
Diploma of Engineering from Electrical/Electronic, Electronics and Electrical Engineering
St Micheal Secondary School Sandakan
SPM
Jensen ChongGeneral Manager