KAI XUAN GAN
Hospitality Management & Customer Relation
Melaka
Summary
A versatile and motivated professional with a proven track record of success across various industries. Experienced mostly in service line, with a strong focus on achieving results and exceeding expectations. Possesses excellent communication and interpersonal skills, fostering positive relationships with colleagues and clients alike. Adaptable and resourceful, able to thrive in dynamic and fast-paced environments. Dedicated to continuous learning and growth, seeking opportunities to contribute my skills and expertise to a forward-thinking organization.
Overview
4
4
years of professional experience
3
3
Languages
Work History
Head of Customer Relations
Gogo Empire Sdn Bhd
09.2023 - Current
- Oversaw the development of a knowledge base for common customer issues, facilitating consistent support across the team.
- Worked with providers to define quality metrics and outcome reporting process.
- Interpreted regulations to identify patient care requirement criteria to be monitored and establish systems to achieve compliance.
- Managed customer statistics and queried, manipulated and visualized data to thoroughly understand customers.
Assistant Operations Manager
Borneo Beach & Mangrove Resort
11.2023 - 03.2024
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Managed daily operations effectively, ensuring timely completion of tasks and accurate reporting of results in Front Office, Reservation and Housekeeping departments.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Established strong relationships with vendors, negotiating favorable contracts for goods and services while maintaining quality standards.
- Coordinated with other departments on joint projects, streamlining processes for maximum efficiency across all business units.
Assistant Front Office Manager
Grand Flora Hotel
10.2022 - 11.2023
- Trained new-hires on Front Office procedures to better service customers.
- Used pivot tables to create detailed accounting reports to explain cost expenses.
- Coordinated with sales and marketing teams to promote hotel services, special offers, and events to potential customers.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Ensured accurate billing procedures were followed consistently by front desk staff members.
- Enhanced revenue and gross profits by eliminating waste and maximizing customer satisfaction.
- Supervised payroll corrections for accuracy and duplications.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
Night Auditor Cum Housekeeping
AI Smart Hotel @ Jonker
07.2022 - 10.2022
- Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
- Collaborated with the front desk team to ensure seamless transitions between shifts and consistent communication regarding guest needs.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Developed and maintained positive relationships with guests for satisfaction.
Sales Executive
SNM Supreme Marketing
01.2021 - 07.2022
- Engaged in friendly conversation with customer to better uncover individual needs.
- Recommended complementary purchases to customers, increasing revenue.
- Directed sales support staff in administrative tasks to help sales reps close deals.
- Provided exceptional services and pleasant shopping experiences to retail customers.
Account Assistant
Little Sun Educational Supply
01.2020 - 01.2020
- Managed invoices, payments and deposits, maintaining accurate expenditure records.
- Entered customer order details into system, accepted payments and updated accounts.
- Assisted management with administrative aspects of hiring and onboarding new hires and temporary staff.
- Generated financial reports and summaries for management review.
- Data entry for all the transactions.
- Bank reconciliation.
Education
Bachelor of Business Administration (Online Study) - Business Administration
Open University Malaysia
Kuala Lumpur 04.2001 -
No Degree - Diploma in Business Administration
Multimedia University
Melaka 04.2001 -
No Degree - Science Stream SPM
St. David's High School
Melaka 04.2001 -
Skills
Negotiation and Conflict Resolution
Idea Development and Brainstorming
Interpersonal Communication
Multitasking Abilities
Adaptability
Self Motivation
Schedule Management
Customer Service
Problem Resolution
Analytical Thinking
Problem-solving aptitude
Timeline
Assistant Operations Manager
Borneo Beach & Mangrove Resort
11.2023 - 03.2024
Head of Customer Relations
Gogo Empire Sdn Bhd
09.2023 - Current
Assistant Front Office Manager
Grand Flora Hotel
10.2022 - 11.2023
Night Auditor Cum Housekeeping
AI Smart Hotel @ Jonker
07.2022 - 10.2022
Sales Executive
SNM Supreme Marketing
01.2021 - 07.2022
Account Assistant
Little Sun Educational Supply
01.2020 - 01.2020
Bachelor of Business Administration (Online Study) - Business Administration
Open University Malaysia
04.2001 -
No Degree - Diploma in Business Administration
Multimedia University
04.2001 -
No Degree - Science Stream SPM
St. David's High School
04.2001 -