MySQL
Wong Lee Looi
Operation Executive
Petaling Jaya, Selangor
Summary
Operations Executive skilled in organizing and coordinating office administration to support organizational effectiveness, operational excellence and office safety. Thrives in fast-paced environment and accomplishes tasks with minimum supervision and eagerness to go above and beyond.
Overview
2025
2025
years of professional experience
6
6
years of post-secondary education
3
3
Languages
Work History
Operations Executive
Z Hotel
3 2023 - Current
- Managed a team of 4, enhancing operational efficiency and customer satisfaction, evidenced by a 30% revenue increase and a 0.1-star review rating improvement within 1 month, through strategic pricing and promotional tactics across Online Travel Agents (OTAs).
- Planned and implemented pricing and promotional strategies for both the homestay and hotel across all Online Travel Agents (OTAs).
- Spearheaded data-driven strategies and collaborated with the director on key initiatives, providing actionable insights that significantly improved operational performance and deliver accurate information to the guest.
- Developed and managed a comprehensive knowledge base, improving self-service capabilities and operational troubleshooting, while actively engaging in industry trend analysis and regulatory compliance.
- Created and managed a knowledge base to address frequently asked questions, offer how-to guides, and provide troubleshooting instructions to align with self-service and unmanned hotel.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
Hotel Operations Coordinator
Z Hotel
7 2019 - 4 2020
- Actively contributed to renovation projects by compiling and submitting defect lists to architects and contractors as well as following up on the progress, including the processing of renovation-related bills.
- Collaborated with signage designers to enhance the hotel's visual appeal by finalising design styles.
- Assisted in the creation of information booklets and company policy proposals.
- Managed financial aspects by sending received renovation bills to the accountant, ensuring accuracy and accountability.
- Maintained and updated information on Online Travel Agents (OTAs) to guarantee consistency and reliability for potential guests.
- Coordinated the retrieval of collateral items from the building and waste bins in conjunction with MBPJ, streamlining property management.
- Provided assistance in various ad-hoc administrative tasks, ensuring the smooth operation of the hotel.
Front Desk Intern / Management Trainee Intern
Element Hotel Kuala Lumpur
08.2022 - 02.2023
- Oversaw daily reports and ensured the accuracy of financial transactions, demonstrating a keen eye for detail and financial acumen.
- Displayed excellent customer service skills by proactively following up with guests, addressing payment issues, handling complaints, and attending to other guest-related concerns.
- Effectively managed the room division, maintaining up-to-date records for in-house and future guests, optimising room allocation and enhancing the overall guest experience.
- Managed front-house operations, ensuring the smooth and efficient check-in and check-out process, fostering a welcoming and professional atmosphere.
- Resolved billing discrepancies promptly with thorough attention to detail, fostering trust between clients and the organization.
- Assisted in coordination of company events, contributing to successful and well-organized functions.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Completed administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
Receptionist Cum Admin
Z Hotel
12.2021 - 02.2022
- Orchestrated pre-opening renovations by collaborating with interior designers, architects, and contractors, ensuring seamless execution.
- Efficiently managed bookings through various Online Travel Agents (OTAs) such as Booking.com, Agoda, Airbnb, etc.
- Oversaw end-to-end recruitment, encompassing candidate sourcing, interviewing, and onboarding process.
- Fostered cross-departmental collaboration by liaising with the front office and housekeeping to ensure smooth operations.
Project-Based Intern
Crockfords Hotel
08.2020 - 12.2020
- Managed a team of 3 members in ensuring the projects are completed within timeline given.
- Explored the contrasting expectations of holiday travellers between luxury hotels and budget hotels, contributing insights for enhancing guest experiences.
- Researched the expectations and preferences of Malaysia's tourism sector and travellers visiting Resorts World Genting.
- Evaluated the potential for collaboration between integrated theme parks/resorts in Malaysia and luxury hotels to create unique guest experiences.
- Investigated the Meetings, Incentives, Conferences, and Exhibitions (MICE) business landscape in Malaysia, with a particular focus on Crockfords Hotel.
- Analysed gaming and non-gaming aspects of global casino resorts, and explored strategies to maximise non-gaming revenue for Crockfords Hotel.
- Provided an overview of hotel room sales and marketing strategies in the context of the Malaysian hospitality industry.
Education
Bachelor of International Hospitality Management (Hons) - Hospitality Management
Taylor's Lakeside University
Subang Jaya, Selangor, Malaysia 05.2021 - 11.2023
Diploma in Hotel Management - Hotel Management
Taylor's Lakeside University
Subang Jaya, Selangor, Malaysia 03.2019 - 03.2021
High School Diploma -
Gymnasium Muttenz Secondary School
Switzerland 05.2018 - 01.2019
High School Diploma -
Regionales Gymnasium Laufental-Thierstein
Switzerland 05.2018 - 01.2019
Skills
Hotel Management & Security Software: Opera PMS & Intego System
Database Management System: MySQL
Microsoft Office Suite (Advanced Proficiency)
Project Management
Customer Service & Issue handling
Problem-solving abilities
Teamwork & Adaptability
Revenue optimization
Multitasking
Market Research
Verbal and written communication
Social Media Marketing and Management
Software
Timeline
Front Desk Intern / Management Trainee Intern
Element Hotel Kuala Lumpur
08.2022 - 02.2023
Receptionist Cum Admin
Z Hotel
12.2021 - 02.2022
Bachelor of International Hospitality Management (Hons) - Hospitality Management
Taylor's Lakeside University
05.2021 - 11.2023
Project-Based Intern
Crockfords Hotel
08.2020 - 12.2020
Diploma in Hotel Management - Hotel Management
Taylor's Lakeside University
03.2019 - 03.2021
High School Diploma -
Gymnasium Muttenz Secondary School
05.2018 - 01.2019
High School Diploma -
Regionales Gymnasium Laufental-Thierstein
05.2018 - 01.2019
Operations Executive
Z Hotel
3 2023 - Current
Hotel Operations Coordinator
Z Hotel
7 2019 - 4 2020