Summary
Overview
Work history
Education
Skills
Languages
Timeline
Generic
Wen Ying Ng

Wen Ying Ng

Pulau Tikus,Malaysia

Summary

Accomplished professional with expertise in guest relations and customer service, adept at complaint resolution and VIP customer handling. Proficient in scheduling software and the Microsoft Office suite, with a strong background in food and beverage knowledge. Skilled in staff training and employee performance evaluation, aiming to leverage these competencies to enhance operational efficiency and customer satisfaction.


Experienced hospitality professional with focus on enhancing guest experiences in executive lounge settings. Skilled in team leadership and operational management, ensuring top-tier service through exceptional organisational abilities and attention to guest needs. Proven track record of fostering welcoming and efficient environment that meets and exceeds guest expectations.

Overview

3
3
years of professional experience
2
2
years of post-secondary education

Work history

Executive lounge supervisor

Penang Marriott Hotel
George Town, Penang
01.2024 - Current
  • Planning and developing the duty roaster for team members, according to operation needs and leave request.
  • In charge of the Sunfish system in applying leaves and overtime request hence updating work shift.
  • Conducted daily staff briefing to facilitate communication and share information highlighted in the leader's meeting.
  • Ensured product and service compliance with hotel's policies and Marriott Brand procedures for smooth operations.
  • Trained new employees on company protocols and standards for consistent service delivery.
  • Handling both check-in and check-out process for the top three tiers Marriott Elite member.
  • Reconciled cash and credit card transactions to maintain accurate records.
  • Managed lounge operations by providing personalized services and deliver exceptional customer service.
  • Supervised a team, creating a positive and efficient work environment.
  • Resolved customer complaints promptly, resulting in increased guest satisfaction.
  • Fostered relationships with frequent guests, enhancing their loyalty towards the hotel brand.
  • Resolved complaints calmly and professionally to achieve positive customer outcomes.
  • Maintained high standards of cleanliness and organization within the lounge area.
  • Interacted positively with customers, effectively promoting restaurant facilities and services
  • Built loyal customer base by creating welcoming environment with top quality service.
  • Led by example in providing customers with attentive, professional restaurant service.

Food and Beverage Ambassador

AC Hotel by Marriott Penang
Bayan Lepas, Penang
02.2023 - 01.2024
  • Taking care of restaurant operation.
  • Enhanced guest experience by welcoming patrons warmly upon arrival.
  • Escorted guests to their tables, providing detailed menu information when needed.
  • Ensured availability of menus by regularly checking inventory and update the manager to place order when necessary.
  • Handled customer queries and complaints, ensuring satisfaction.
  • Worked in high-pressure situations whilst maintaining composure and professionalism.
  • Managed reservations and seating arrangements for smooth operations.
  • Assessed table occupancy and guest flow effectively, managing unexpected patron increases smoothly.
  • Organized waiting lists during peak hours to manage crowd effectively.
  • Coordinated efficiently with kitchen staff for timely food preparation.
  • Liaised with event coordinators during special events for seamless execution of duties.
  • Handled office petty cash and maintained flawless records.
  • Assisted in setting up and clearing tables for improved dining experience.
  • Assisting the Food and Beverage manager in monthly closing reports.
  • Updating work shifts, overtime request and claims in the system for the department.

Food and Beverage Ambassador

Pangkor Laut Resort
Lumut, Perak
08.2022 - 01.2023
  • Taking care of restaurant operation.
  • Pre-assign and managing table arrangement according to guest reservation.
  • Enhanced guest experience by welcoming patrons warmly upon arrival.
  • Escorted guests to their tables, providing detailed menu information when needed.
  • Ensured availability of menus by regularly checking inventory and update the manager to place order when necessary.
  • Handled customer queries and complaints, ensuring satisfaction.
  • Worked in high-pressure situations whilst maintaining composure and professionalism.
  • Managed reservations and seating arrangements for smooth operations.
  • Assessed table occupancy and guest flow effectively, managing unexpected patron increases smoothly.
  • Organized waiting lists during peak hours to manage crowd effectively.
  • Coordinated efficiently with kitchen staff for timely food preparation.
  • Liaised with event coordinators during special events for seamless execution of duties.
  • Handled office petty cash and maintained flawless records.
  • Assisted in setting up and clearing tables for improved dining experience.
  • Assisting the Food and Beverage manager in monthly closing reports.
  • Updating work shifts, overtime request and claims in the system for the department.

Education

Diploma of Higher Education - Hotel Management

YTL International College of Hotel Management
Malaysia
04.2020 - 08.2022

Skills

  • Guest relations
  • Customer Service
  • Complaint resolution
  • Scheduling software
  • Microsoft office suite proficiency
  • VIP customer handling
  • Food and beverage knowledge
  • Employee performance evaluate
  • Staff training

Languages

English
Fluent
Chinese (Mandarin)
Fluent
Malay
Upper intermediate

Timeline

Executive lounge supervisor

Penang Marriott Hotel
01.2024 - Current

Food and Beverage Ambassador

AC Hotel by Marriott Penang
02.2023 - 01.2024

Food and Beverage Ambassador

Pangkor Laut Resort
08.2022 - 01.2023

Diploma of Higher Education - Hotel Management

YTL International College of Hotel Management
04.2020 - 08.2022

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Wen Ying Ng