Summary
Overview
Work History
Skills
Certification
Educationalbackground
Personalparticulars
Timeline
Generic
Vivian Tan

Vivian Tan

Guest Experience
Kuala Lumpur

Summary

I have been working in customer service for over 17 years. I am driven and ambitious to learn and always trying to improve to be staying ahead of the curve. Aiming to leverage my expertise in customer relations and sales analytics to fill in Sales role with management experience and exceptional people skills. Versed in hospitality management skills and interpersonal communication skills.

Overview

17
17
years of professional experience
5
5
Certifications

Work History

Guest Experience Manager

INNSiDE By Melia Kuala Lumpur Cheras
1 2023 - Current
  • Ensure the customer experience, personalizing their stay, anticipating their needs, and exceeding their expectations
  • Manage customer incidents, communicating the actions taken following the established protocols
  • Implement sustainability initiatives or projects
  • Coordinate with our housekeeping and sales managers
  • Ensure and provide a professional upscale guest service experience
  • Create a positive first impression for guests
  • Provide training, direction, and leadership to the team
  • Evaluate and respond to all guest feedback
  • Maintain regular and seamless communication with guests by being approachable, detailed oriented, results driven and gracious
  • Closely work with the Sales & Revenue Team to comprehend rate strategy based on seasonality
  • Maintain property responses to all channels for their review responses.
  • Weekly, Monthly and Yearly Meeting with All HOD, General Manager and Regional GEX APAC

Sales Manager

Little Precious Sdn Bhd
06.2021 - 12.2022
  • Daily operations in the sales department
  • Monthly sales team roster schedule
  • Managing recruiting, objectives setting, coaching and performance monitoring of sales representatives
  • Achieve growth and hit sales enrollment by successfully managing the sales team
  • Build and promote strong, long-lasting customer relationships by partnering with them and understanding their needs
  • Present sales, revenue and expenses reports to the management team
  • Identify emerging markets and market shifts while being fully aware of new products and competition status
  • Build a strong relationship with the customer who already signed up for the package
  • Research and giving share knowledge about marketing survey
  • Send monthly promotion for the previous customer to propose the offer to friends and family.

Personal Assistant of Director

Nilam Makmur Sdn Bhd
12.2020 - 06.2021
  • Handle request and queries appropriately
  • Manage Diary and schedule meetings and appointments
  • Make travel arrangements
  • Screen and direct phone calls and distribute correspondence
  • Contact between the manager and internal/ external clients
  • Take dictation and minutes during all meeting or briefing
  • Source’s office supplier
  • Devise and filling office filling system.

Assistant Hotel Manager

citizenM Hotel Bukit Bintang Kuala Lumpur
06.2018 - 12.2020
  • Work together with team by guiding, coaching, and inspiring them to deliver exceptional service to guest
  • Maximizing revenue opportunities and controlling costs
  • Ensuring the total safety of guests and employees all the times
  • Demonstrate excellent problem analysis skill and decision making
  • Ensure a working understanding of legislation that governs the operation of a hotel and its activities; including employment law, health and safety, food safety, alcohol licensing, first aid and fire safety
  • Manage daily food and beverage revenue targets and drive commitments to monthly results
  • Manage and handle the ordering/ purchasing of all food and beverage items and hotel operating equipment
  • Coordinate with housekeeping and engineering to manage the hotel room inventory, ensuring the rooms are maintained and presented in top condition
  • Report daily hotel revenue and be responsible for the handling of cash.

Head of Operation

Esther Postpartum Care Sdn Bhd
10.2017 - 06.2018
  • Attend all check in and out guest
  • Daily check cleanliness and assign job task for all cleaning staff
  • Room control and assign all room for those check in guest
  • Handle all walk-in guest follow by the center SOP
  • Handling Email or Phone appointment customer share about company package and details
  • Daily assist kitchen for food arrangement
  • Daily report, operation staff roster and monthly report prepare and reported to General Manager
  • Daily call log for those customers
  • Taking care talk to them what their needs.

Duty Manager

Impiana Hotel
03.2016 - 10.2017
  • Ensuring the delivery of a first-class service to all customers with an emphasis on revenue maximization
  • Managing staff discipline and training
  • Monitoring staff, and taking corrective action where necessary to resolve customer/client queries
  • Communicating standards of operational excellence to ensure the smooth running of the area whilst on shift
  • Day-to-day administration of roster including sickness and leave cover
  • Implementing the company policies & procedures as well as adhering to health and safety legislation
  • Ensuring, through effective leadership and an efficient and profitable operation
  • Guaranteeing the effective implementation of the company’s health and safety policy
  • Contributing fully to team working, responding positively to colleagues and managing all reasonable work instructions promptly
  • Manage the reservation function to maximize highest room occupancy and average daily rate through knowledge of various hotel and systems marketing programs
  • Responsible for the training, development, and performance evaluations for employees under supervision
  • Ensure corrective action is taken to resolve guest complaints
  • Maintain procedures for hotel accounting, credit control and handling of financial transactions
  • Responsible for development of the department’s annual budget; monitor and report variances against plan; keep track of labor costs and related expenses.

Guest Relation Executive

NagaWorld Limited
02.2014 - 03.2016
  • Leading call center representatives as they provide support for customers
  • Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
  • Ensuring staff members are achieving desired service levels and taking corrective action, as needed
  • Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
  • Provide upscale guest service experiences for clients throughout their stay
  • Ensure clients are properly greeted upon their arrival
  • Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
  • Oversee check-in and check-out procedures, including reservations and financial transactions
  • Promptly address guests’ requests, like in-room dining
  • Actively listen to and resolve complaints
  • Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
  • Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
  • Inform clients of our hotel services, including breakfast and dining options
  • Promote all hotel amenities, conveniences and programs offered
  • Manage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating procedures
  • Appraise team’s performance and produce regular reports
  • Liaise with Housekeepers and Wait Staff to provide an overall comfortable guest experience
  • Examine daily duties, assign tasks and check on progress
  • Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
  • Recommend local tourist spots, including places to dine, shop and sight-see
  • Establish friendly relationships with regular hotel clients.

Marketing Executive

Signature Office Suite Sdn Bhd
01.2013 - 01.2014
  • Providing physical and virtual office amenities to Oil and Gas clients all over Malaysia, UK and Singapore
  • Respond to incoming email, phone enquiries, Linkedin, Facebook, advertising and walk in customer
  • Maintain and develop relationships with existing customers in person and via telephone calls and emails
  • Developing quotes and proposals
  • Create monthly report and invoice.

Customer Service Executive

XOX Bhd.
10.2010 - 12.2013
  • Responsible for attending customer complaints and customer liaison to ensure customer requirements are met
  • Offer reasonable alternatives to resolve customer complaints promptly and professionally
  • Implement and efficient follow-up practice with the objective to deliver excellent service standard
  • Monitor, follow-up and prepare all necessary documentation, findings and report for every task
  • Maintain close collaboration with other department to achieve work standard in a timely and efficient manner
  • Establish and maintain good relationships with customers.

Finance Credit Consultant

PGS Partners Sdn. Bhd.
12.2007 - 09.2010
  • To perform Credit Control activities in order to prevent and collect outstanding customer debt, while maintaining customer satisfaction
  • Maintain good relationships with customers within portfolio
  • The entire debts client is from Hong Leong Bank, AEON, Astro and Ambank
  • Monthly achieve and meet collection targets
  • I am providing the necessary information to customer when required and identify potential risk and create awareness to superiors
  • Report problem to superiors when necessary
  • Create daily calling report.

Skills

Proficient in Microsoft Office applications

Knowledge in CRM, SCRMS, SDMS, OPERA system

Excellent oral and written English, Chinese, Bahasa Melayu

Fluent in three other languages: Mandarin, Hokkien and Cantonese

Independent

Able to work under minimum supervision

Confidence - maintaining a positive attitude

Excellent in service , provide good customer experience

Active listening - understanding the customers' needs

Certification

ST.John Ambulance Malaysia First AID at workplace

Educationalbackground

Completed SPM, Sekolah Menengah KebangsaanTaman Ehsan, 2003~2007.

Personalparticulars

890427-14-6568, 04/27/89, 34, Female, Malaysia Citizen, Married, Chinese, Buddhist, 51Kg, 164Cm, Excellent, B2, D, Swimming, Travel, English, Malay, Mandarin, Cantonese

Timeline

Sales Manager

Little Precious Sdn Bhd
06.2021 - 12.2022

Personal Assistant of Director

Nilam Makmur Sdn Bhd
12.2020 - 06.2021

Assistant Hotel Manager

citizenM Hotel Bukit Bintang Kuala Lumpur
06.2018 - 12.2020

Head of Operation

Esther Postpartum Care Sdn Bhd
10.2017 - 06.2018

Duty Manager

Impiana Hotel
03.2016 - 10.2017

Guest Relation Executive

NagaWorld Limited
02.2014 - 03.2016

Marketing Executive

Signature Office Suite Sdn Bhd
01.2013 - 01.2014

Customer Service Executive

XOX Bhd.
10.2010 - 12.2013

Finance Credit Consultant

PGS Partners Sdn. Bhd.
12.2007 - 09.2010

Guest Experience Manager

INNSiDE By Melia Kuala Lumpur Cheras
1 2023 - Current
ST.John Ambulance Malaysia First AID at workplace
Ecolab Sdn Bhd- Kursus Latihan Pengendali Makanan
Seminar Kuala Lumpur Bebas Asap Rokok 2018
Servsafe Certification
The Emergenetics Profilr

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