KALE SINGH CHAL
Service Manager - Manager, Health Club & Spa
Puteri Harbour, Johor
Summary
Dynamic and guest-focused Service Manager with over 20 years of experience in hospitality, specializing in recreation and resort operations. Expert in leading high-performing service teams to deliver exceptional guest experiences in fast-paced, leisure-focused environments. Proven ability to streamline recreational services, enhance guest satisfaction scores, and drive operational efficiencies without compromising quality. Strong interpersonal and communication skills with a history of successful collaboration across departments to create memorable, high-value guest experiences. Passionate about creating welcoming, engaging environments that promote relaxation, enjoyment, and repeat visitation.
Overview
21
21
years of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
Service Manager
Shangri-La Singapore
04.2023 - Current
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Resolved customer complaints in professional and timely manner.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Coordinated with other departments to maintain streamlined and productive workflow.
Duty Manager
Hotel Jen Johor Puteri Harbour by Shangri-La
09.2022 - 03.2023
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
- Trained employees in essential job functions.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
- Monitored daily financial reports, reconciling discrepancies to ensure accurate accounting records were maintained at all times.
Operation Manager
Shangri-La Hotel
11.2021 - 09.2022
- Approach over 40 guests per day and assist crews to transfer guest to island and cover for insufficient crews when needed to ensure smooth operations.
- Provided strategic oversight on major projects ensuring timely completion within budget constraints.
- Oversaw budget planning and financial management activities, ensuring fiscal responsibility throughout the organization.
- Successfully managed crisis situations maintaining focus on priorities while providing guidance for rapid resolution.
- Negotiated contracts with vendors and suppliers, securing favorable terms that contributed to long-term success and sustainability.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
Service Manager
Shangri-La Hotel
06.2017 - 11.2021
- Met with customers to discuss service needs and develop effective and practical solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Monitored service staff performance and provided feedback for improvement.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
Service Leader
Shangri-La Hotel
03.2007 - 06.2017
- Reconstruct Health Club membership packages according to customers' current needs and demands.
- Attracted potential customers by answering questions regarding memberships and suggesting information about other products and services offered by hotel.
- Opened and maintained Health Club memberships by recording account information.
- Initiated up-sell techniques to increase sales, boosting sales of Health Club memberships by 20%.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Making sure equipment in Health Club are in excellent condition and responsible to submit report and follow up for any maintenance servicing and damage.
- Increased customer satisfaction by providing exceptional service and addressing concerns promptly.
- Managed a team of service representatives, ensuring consistent quality across all interactions.
- Established a high level of trust with clients by consistently delivering on commitments and maintaining open lines of communication.
Service Associate
Shangri-La Hotel
03.2004 - 03.2007
- Helped generate sales by 20% and identified leads.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Enhanced customer satisfaction by providing timely and efficient assistance in various service tasks.
- Provided accurate answers and solutions to customer concerns, inquiries and complaints.
Education
Certificate in Culinary Arts - Culinary Skill
Asian Tourism Institute College
03.2001 - 11.2001
SPM - ARTS STREAM
Sabah College
01.1995 - 12.1998
Skills
Customer service
Relationship building
Problem-solving
Customer service management
Adaptability and eager to learn
Conflict resolution with empathy
References
Details given upon request
Timeline
Service Manager
Shangri-La Singapore
04.2023 - Current
Duty Manager
Hotel Jen Johor Puteri Harbour by Shangri-La
09.2022 - 03.2023
Operation Manager
Shangri-La Hotel
11.2021 - 09.2022
Service Manager
Shangri-La Hotel
06.2017 - 11.2021
Service Leader
Shangri-La Hotel
03.2007 - 06.2017
Service Associate
Shangri-La Hotel
03.2004 - 03.2007
Certificate in Culinary Arts - Culinary Skill
Asian Tourism Institute College
03.2001 - 11.2001
SPM - ARTS STREAM
Sabah College
01.1995 - 12.1998
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