Rachel Lim

• Negotiated and closed long-term agreements with new clients in assigned territory.
• Performed client research and identified opportunities for account growth, account penetration and market expansion.
• Completed and submitted monthly and yearly reports to support executive decision making.
• Collaborated with sales and marketing departments to support client acquisition.

Current Role & Responsibilities as Director of Sales Center:

1)Developing & Executing Sales Strategies

• Works with sales leaders from the property to ensure understanding of sales strategy and effective implementation of this strategy for the segment.
• Develops, implements and sustains aggressive solicitation program focused on increasing business.
• Works with management team to create and implement a sales plan addressing revenue, customers and the market for the segment led by the DOSM
• Assists with the development and implementation of promotions, both internal and external.

2) Maximizing Revenue

• Provides positive and aggressive leadership to ensure maximum revenue potential (e.g., sets example with personal booking goals).
• Recommends booking goals for sales team members for the property based on budget.

3) Managing Sales Activities

• Monitors all day to day activities of direct reports.
• Participates in sales calls with members of sales team to acquire new business and/or close on business.
• Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence).

4) Analyzing & Reporting on Sales and Financial Data

• Analyzes market information by using sales systems and implements strategy to achieve financial room and catering goals for the property.
• Assists Revenue Management with completing accurate six period projections.
• Reviews sales and catering guest satisfaction (ESS survey) results to identify areas of improvement.

5) Ensuring Exceptional Customer Service

• Displays leadership in guest hospitality, exemplifies customer service and creates a positive example for guest relations.
• Interacts with guests to obtain feedback on product quality and service levels.  Meets with guests during pre- and post-convention meetings to obtain feedback on quality of product (e.g., rooms, meeting facilities and equipment, food and beverage), service levels, execution against contract and overall satisfaction.
• Empowers employees to provide excellent customer service.

6) Building Successful Relationships

• Develops and manages relationships with key stakeholders, both internal and external.
• Works collaboratively with on and off-property sales channels to ensure the property needs are being achieved and the sales efforts are complementary, not duplicative.
• Works with Human Resources, Engineering and Loss Prevention to ensure compliance with local, state and federal regulations and/or union requirements.

7) Managing and Conducting Human Resource Activities

• Interviews and hires management and hourly employees with the appropriate skills to meet the business needs of the operation.
• Develops, implements and maintains a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
• Utilizes all available on the job training tools for employees.

1) Leadership

a) Adaptability

b) Communication

c) Problem Solving and Decision Making

d) Professional Demeanor

2) Managing Execution

a) Building and Contributing to Teams

b) Driving for Results

c) Planning and Organizing

3) Building Relationships

a) Coworker Relationships

b) Customer Relationships

c) Global Mindset

4) Generating Talent and Organizational Capability

a) Organizational Capability

b) Talent Management

5) Learning and Applying Professional Expertise

a) Applied Learning

b) Devising Sales Strategies and Solutions

c) Sales Ability: Persuasiveness

d) Sales Call Facilitation

e) Sales Coaching

f) Sales Disposition

g) Sales Implementations

h) Sales Opportunity Analysis

6) Meetings and Reports:-

a) Attending Head of Department Briefing on daily basis

b) Chairing Group, Room, Conference (GRC) Revenue Forecast and Strategy Meeting on weekly basis

c) Presenting Catering Pace Report on weekly basis

d) Submitting ESS (Event Satisfaction Survey)on weekly basis

e) Attending Excom Meeting on monthly basis

f) Attending Credit Meeting on monthly basis

g) Attending and Conducting Technical Meeting with Internal & External clients whenever is required especially comprehensive arrangement

h) Submitting Executive Summary on monthly basis

i) Submitting APAC Mid-Month Forecasts to Financial Controller and Director of Revenue on monthly basis

j) Submitting Conversion Report on monthly basis

k) Submitting Month End Report on monthly basis

l) Participating Global Customer Appreciation Week (GCAW) on yearly basis

Role & Responsibilities as Director of Sales Center:

1) Developing & Executing Sales Strategies

• Works with sales leaders from the property to ensure understanding of sales strategy and effective implementation of this strategy for the segment.
• Develops, implements and sustains aggressive solicitation program focused on increasing business.
• Works with management team to create and implement a sales plan addressing revenue, customers and the market for the segment led by the DOSM
• Assists with the development and implementation of promotions, both internal and external.

2) Maximizing Revenue

• Provides positive and aggressive leadership to ensure maximum revenue potential (e.g., sets example with personal booking goals).
• Recommends booking goals for sales team members for the property based on budget.

3) Managing Sales Activities

• Monitors all day to day activities of direct reports.
• Participates in sales calls with members of sales team to acquire new business and/or close on business.
• Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence).

4) Analyzing & Reporting on Sales and Financial Data

• Analyzes market information by using sales systems and implements strategy to achieve financial room and catering goals for the property.
• Assists Revenue Management with completing accurate six period projections.
• Reviews sales and catering guest satisfaction (ESS survey) results to identify areas of improvement.

5) Ensuring Exceptional Customer Service

• Displays leadership in guest hospitality, exemplifies customer service and creates a positive example for guest relations.
• Interacts with guests to obtain feedback on product quality and service levels.  Meets with guests during pre- and post-convention meetings to obtain feedback on quality of product (e.g., rooms, meeting facilities and equipment, food and beverage), service levels, execution against contract and overall satisfaction.
• Empowers employees to provide excellent customer service.

6) Building Successful Relationships

• Develops and manages relationships with key stakeholders, both internal and external.
• Works collaboratively with on and off-property sales channels to ensure the property needs are being achieved and the sales efforts are complementary, not duplicative.
• Works with Human Resources, Engineering and Loss Prevention to ensure compliance with local, state and federal regulations and/or union requirements.

7) Managing and Conducting Human Resource Activities

• Interviews and hires management and hourly employees with the appropriate skills to meet the business needs of the operation.
• Develops, implements and maintains a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
• Utilizes all available on the job training tools for employees.

MANAGEMENT COMPETENCIES

1) Leadership

• Adaptability
• Communication
• Problem Solving and Decision Making
• Professional Demeanor

2) Managing Execution

• Building and Contributing to Teams
• Driving for Results
• Planning and Organizing

3) Building Relationships

• Coworker Relationships
• Customer Relationships
• Global Mindset

4) Generating Talent and Organizational Capability

• Organizational Capability
• Talent Management

5) Learning and Applying Professional Expertise

Applied Learning

• Devising Sales Strategies and Solutions
• Sales Ability: Persuasiveness
• Sales Call Facilitation
• Sales Coaching
• Sales Disposition
• Sales Implementations
• Sales Opportunity Analysis

6) Meetings and Reports:-

• Attending Head of Department Briefing on daily basis
• Chairing Group, Room, Conference (GRC) Revenue Forecast and Strategy Meeting on weekly basis
• Presenting Catering Pace Report on weekly basis
• Submitting ESS (Event Satisfaction Survey)on weekly basis
• Attending Excom Meeting on monthly basis
• Attending Credit Meeting on monthly basis
• Attending and Conducting Technical Meeting with Internal & External clients whenever is required especially comprehensive arrangement Submitting Executive Summary on monthly basis
• Submitting APAC Mid-Month Forecasts to Financial Controller and Director of Revenue on monthly basis
• Submitting Conversion Report on monthly basis
• Submitting Month End Report on monthly basis
• Participating Global Customer Appreciation Week (GCAW) on yearly basis

7) Achievements:-

• Pre-Opening Team of Sheraton Petaling Jaya Hotel
• Successfully executing 2018 Global Sales Mission Southeast Asia
• Achieved 2018 Catering Budget of MYR19.2Mil vs MYR15.7Mil budget surplus of 22% = MYR3.4Mil
• Successfully solicit my regulars clients that has been following me from One World Hotel to Sheraton Petaling Jaya
• Successfully conducted first car launch by Volvo at Sheraton Petaling Jaya
• Successfully convinced ForLife Research to host total of 100 tables of Dinner events despite Grand Ballroom at Sheraton Petaling Jaya only able to cater maximum of 80
• Successfully swing over events from competitors:-
• Asian Football Confederation (AFC) AFC U-16 Championship

Malaysia 2018 contributed total revenue of MYR1.2Mil

• Event Solutions Sdn Bhd - 15th Malaysian Cardiovascular

Interventional Symposium with Live Transmission 2018

contributed total revenue of MYR309K with take two Hotels

• Fuji Xerox Asia Pacific Pte Ltd contributed total revenue of

MYR119K

• Hong Leong Assurance Berhad – Agency Business Planning

Conference & New Year Kick Off contributing total revenue of

MYR200K and etc.

Promotions:-

1) Assistant Director of Conventions & Events (2011 - 2017)

2) Senior Conventions & Events Manager (2010)

3) Conventions & Events Manager (2009)

4) Assistant Conventions & Events Manager (July 2007 - 2009)

Role & Responsibilities as Assistant Director of Conventions & Events:

1) Responsible for associations, event companies, travel agencies, corporate and weddings accounts.

2)Leadership

• Change Management
• Commercial Awareness
• Decision Making
• Managing the work of others
• Motivating and Influencing other
• People Development
• Problem Solutions
• Strategic Orientation and etc.

3) Sales Activities

• Solicit & develop local & international conference organizers & accounts
• Keeps a good record of Top 30 accounts
• Solicit new potential accounts within area assigned d) Engage with meeting planners in-house to maintain good client relationship and to solicit for more future businesses e) Fully aware of the potential and buying decision of all key accounts, competitive information on rates and volume to allow for specific strategic planning related to such accounts
• Responsible to ensure the Hotel is the preferred hotel for MICE events
• Responsible to ensure all site visits conducted and handled in the most professional manner and effectively
• Full capable of making decisions on rate and function space block commitment through effective analysis of programme history and hotel marketing strategy / budget
• Responsible in directing all sales activities for the department to ensure individual managers meet the goals of the business plan

4) Attending followings meetings in the absence of Director of Conventions & Events

a) Head of Department Briefing

b) Credit Meeting

c) P&L Meeting

d) Budget Meeting

e) Coordination on daily basis

f) Orientation

g) Secretary of Halal Management (voluntary)

a. Standard Tasks – Monthly Report

b. Weekly Activities Report

c. Monthly Forecast Report

d. Compilation of Major Event Listing on yearly basis

5) Administration

Attending to all enquiries within 6 hours and oversea enquiries within 24 hours, ensure an effective account and booking management through Opera and etc.

6) Coordination – supervise Assistant Conventions & Events Managers, Executive and Coordinators and ensure assignment of work are completed efficiently and accurately, provide internal training, ensure departmental P&P are follow by all colleagues and etc.

7) Periodic Duties – attending all functions hosted by the hotel, assist on the business plan & tactical promotion, provide constant ideas and recommendation for better service of the accounts, account management and conversion

8) General – able to performs all duties and responsibilities in a timely and efficient manner in accordance with Hotel policies to achieve the overall objectives of the position, maintain professional business confidentiality and etc

9) Willing to work a flexible schedule in order to accomplish all responsibility and tasks

10) Willing to work long and irregular hours, frequently unsociable hours and public holiday when required

11) 2016 Achieved individual budget of 5,477,481.00 against budget of RM4,199,562

Work Description :-

1) Sales presentation to potential and new client

2) Handling key accounts, sourcing out new and potential account based on designated area

3) Handling special account – Tourism Malaysia and Airlines industry

4) Daily sales visit to potential and new clients

5) Conduct hotel inspection and site visit for potential client

6) Achieve individual targeted room and banquet revenue

7) Training and development to Sales Coordinator

8) Detailed and accurate log sheet on sales visit, weekly sales report, monthly production report, group resume and event order

9) Assisting client with planning and executing their requirement

Work Description :-

1) Handling weddings and corporate events

2) To achieve wedding room and banquet budget

3) Training and development of new Sales Administrator

4) Generate monthly wedding and cancellation reports

5) To assist Sales Executive, Assistant Sales Manager, Sales Manager and Director of Room and Business Development on the proposal / contract

Work Description :-

1) Handling all the incoming phone calls and filling system

2) Accurate inventory

3) Maintain clear and detailed database of all clients for mailing purposes

4) Handling weekly and monthly reports

5) Handling phone inquiry for quotation

6) Handling corporate and wedding site inspection / walk-in

7) Handling small corporate and travel agent group

Work Description :-

1) Process FIT and Group bookings

2) Operating PABX system

Work Description :-

1) Manage HRMS system for all the F&B departments

2) Establishing and maintaining the database in proper contact list

3) Handling meeting minutes for Gourmet Indulgence 2003

4) Organizer the proper filling system on regular basis and maintain it throughout