Summary
Overview
Work History
Education
Skills
Timeline
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Nicole Teong Sze Mun

Head of Operations
Kuala Lumpur,Kuala Lumpur

Summary

Experienced and highly adaptable hospitality and operations professional with over 15 years of experience in hotel reservations, customer service, and e-commerce operations. Proven leadership in team management, SOP development, and cross-functional collaboration. Skilled in systems such as Opera PMS, Shopify, and warehouse management software. Known for attention to detail, critical thinking, and high stress tolerance.

Overview

17
17
years of professional experience
2
2
years of post-secondary education
4
4
Languages

Work History

Head of Operations

Kapas Living Sdn Bhd
Kuala Lumpur, Kuala Lumpur
03.2023 - Current
  • Oversee and manage day-to-day business operations including logistics, warehousing, customer service, retail store and order fulfillment.
  • Increased customer satisfaction by actively addressing concerns and ensuring timely resolutions.
  • Collaborated with executive leadership on strategic planning initiatives to drive business growth.
  • Developed comprehensive training programs for staff, enhancing team performance and skill sets.
  • Built a high-performance culture by recruiting top talent and promoting professional development opportunities for staff members.
  • Assisted in recruiting, hiring and training of team members.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Work cross-functionally with marketing, sales, and supply chain teams to ensure smooth and timely execution of tasks.
  • Develop and implement SOPs to improve workflow efficiency and team productivity.
  • Lead a growing team, including training, performance management, and team development.
  • Ensure customer satisfaction through quality control and service excellence.

Reservation Manager

Plaza Premium Group
Sepang, Selangor
02.2018 - 10.2018
  • Handled all local and international reservations via phone, email, and fax.
  • Allocated daily tasks to reservation associates and ensured smooth workflow.
  • Prepared SOPs for both Reservations and Sales & Marketing departments.
  • Generated and reviewed daily, weekly, and monthly reservation reports.
  • Managed staff schedules and HR reporting requirements.
  • Analyzed booking trends to forecast demand, enabling informed decision-making on pricing strategies.
  • Enhanced customer satisfaction by efficiently managing reservation inquiries and bookings.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.

Assistant Reservation Manager

St. Giles The Gardens - Grand Hotel & Residences
Kuala Lumpur, Kuala Lumpur
11.2008 - 08.2015
  • Led a team of 5 associates handling multi-channel reservations (OTAs, travel agents, FITs, GITs).
  • Reviewed daily AM & PM reports and prepared monthly forecasts.
  • Conducted on-the-job training for new staff.
  • Collaborated closely with the Sales team and reported directly to the Director of Sales & Marketing (DOSM).
  • Enhanced customer satisfaction by efficiently handling reservation inquiries and providing accurate information.
  • Analyzed reservation trends and generated reports for management''s review, facilitating informed decision-making regarding pricing strategies.
  • Ensured seamless communication between front desk staff and other departments, optimizing guest service delivery.
  • Collaborated with sales and marketing teams to maximize room occupancy rates during peak seasons.
  • Assisted in managing group reservations such as weddings or corporate events, ensuring smooth coordination among various stakeholders involved.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.

Education

Diploma - Hospitality Management

Stamford College
Kuala Lumpur
03.2007 - 09.2008

Skills

*Microsoft Office Suite

*Warehouse Management Systems (WMS)

*Shopify

*Team leadership

*Problem-solving abilities

*Decision-making

*Performance evaluation and monitoring

*Operations management

*Multitasking Abilities

*Active listening

*Administrative management

*Customer relations

*Customer service management

*Teamwork and collaboration

Timeline

Head of Operations

Kapas Living Sdn Bhd
03.2023 - Current

Reservation Manager

Plaza Premium Group
02.2018 - 10.2018

Assistant Reservation Manager

St. Giles The Gardens - Grand Hotel & Residences
11.2008 - 08.2015

Diploma - Hospitality Management

Stamford College
03.2007 - 09.2008

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Nicole Teong Sze MunHead of Operations