Michelle Tan Sho May

• Focus on handling incoming leads, convert into sales
• Keep good business relationships with client
• Responding quickly to sales leads
• Understand the client needs and try to fullfill their need to close the deal
• Ensure proper handover to operational teams to maintain strong client relationships
• To achieve personal revenue goals that been set

Achievement

• Achieved my personal goal for Q4 (2024), Q1 (2025), Q2 (2025)

• Manage day to day operations, ensuring the quality and standards, meeting the expectations.
• Implement SOPs to ensure efficient and effective operations.
• Understand the impact of department’s operations on the overall property financial goals and objectives.
• Provides services that are above and beyond for guest satisfaction and retention.
• Serving a role model to demonstrate appropriate behaviors.
• Recruit, manage and train staff to ensure that they have knowledge to perform their roles effectively.
• Supports the developmental need of others and coaching, mentoring or otherwise helping others to improve their knowledge.

Achievement

• Achieved the overall upsell target 5 months continuously
• Managed to convince a walk-in guest to take the highest room type, stayed for a week.

• Plan, implement and manage daily operations of various department.
• Creating and implement SOPs to ensure efficient and effective operations.
• Ensure compliance with licensing laws and company policies and procedure.
• Maintain positive relationship with staffs.
• Recruit, manage and train staff to ensure that they have knowledge to perform their roles effectively.
• Build and maintain strong relationship with guests, including dealing with guest feedback.
• Collaborate with external parties such as travel agencies and OTAs.
• Rate dynamic to maximize the room revenue.

• Pre-opening teams to set up the Front Office Department.
• Oversee Front Office Department daily operation.
• Maximize room occupancy and rate controlling based on occupancy.
• Recommendations for planning and implementation of new and better working environment.
• Build a good relationship with OTAs market manager to help the hotel to get more visibility and awareness.

Achievement

• Managed to convince and secured walk-in guest to stay for one months
• Managed to secure walk in guest to take the suite room for 2 nights.
• Managed to secure a small Thailand group of 20 rooms for 2 nights.

• Manage daily operation of the property.
• Enforced safety protocols throughout the building consistently resulting in reduced incidents or accidents.
• Monitor and follow up maintenance fees with unit owner.
• Planning and scheduling repair work.
• Prepare weekly & monthly meeting agenda, minutes of meeting with JMB.
• Liaise with authorities or with renewal and submission.
• Follow up licensing and contracts renewal with service provider.
• Liaise and follow up with contractor on the defect rectification and update to JMB.

• Dynamic rate pricing to maximize room revenue and occupancy.
• Independently implements appropriate hotel inventory distribution strategy; maintains accurate rates and inventory allotments in a timely manner to promote rate parity throughout all booking channels.
• Loads all preferred, consortia and promotional rates in the preferred channel.
• Participate and prepare rolling forecast and annual budget for the hotel.
• Ensure that all rooms' statistics reports, including the financial statement, and any other related reports are accurate and consistent.
• Oversee Front Office Daily Operation.
• Customer Satisfaction (Guest Feedback, Social Media Review).
• Ensures that the pricing policy and internal audit procedures are duly applied.
• Prepare monthly and daily revenue report and circulate to all HOD's.
• Prepare Room revenue and occupancy forecast
• Ensures that all front desk employees are well presented (uniforms, personal hygiene etc.), and also punctual.
• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
• Have a good knowledge of all systems and standard operating procedures of front office.
• Ensures that guest documentation and information is available and up-todate.
• Check daily occupancy, arrival, departure, group arrival, VIP arrival and function.
• Check arrival lists and block the rooms for arrivals based on reservation requirements.
• Ensures all rooms are pre-block for groups and key cards prepared before group arrive.
• Follow ups on guest request, inquiries and handling guest complaints go through follow-up sheet and ensures every guest recovery is done.
• Inspects assigned rooms for VVIP, VIP and long stay guest arrival and leases with relevant department on preparation arrival and ensures amenities are placed in the assigned rooms before guest arrive.
• Escorts VIP guest go up to his/her rooms.
• Follow ups o high balance for outstanding guest accounts at every shift.
• Running audit on F&B (INFRASYS) and prepares night audit report and count the room revenue, average room revenue (ARR) and occupancy.
• Performs night duty and ensures reports are accurate and distribution is in order.
• Carries out patrolling with security during night shift.

Achievement

• Promoted from Duty Manager / Senior Duty Manager to Assistant Front Office Manager in year 2017.
• Employee of 3rd Quarter in year 2017.

• Enhanced guest satisfaction by promptly addressing concerns and resolving issues.
• Streamlined check-in procedures for improved efficiency and reduced wait times.
• Handled guest complaints with tact and diplomacy, working towards mutually beneficial resolutions.
• Assisted in training new Guest Service Agents, ensuring adherence to company standards and protocols.

Achievement

• Employee of the 4th Quarter in year 2011
• Promoted to Assistant Manager in year 2012

• Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
• Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations.
• Streamlined check-in process to decrease wait times and increase customer satisfaction.

Achievement

• Achieved the highest upselling in the department (within 3 months)