Experience

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  Fitness First Singapore

  • Singapore
  • Wellness and Fitness Services
  • 300 - 400 Employee

  • Learning and Development Manager

    • Jun 2022 - Present

    - HR department restructuring and planning- Business Impact Review on L&D- Talent Acquisition collaborative process- Human Resource Strategic Team

  • Assistant Learning & Development Manager

    • Nov 2021 - Jun 2022

    - Provide Performance & Development Coaching for staff- Manage a team of National Facilitators- Training Needs Analysis 2020 & 2021- Coaching Graduation for country-wide operation managers

  • Senior Learning & Development Executive

    • Aug 2020 - Nov 2021

    - Develop evidence-based Self Management eLearning & employee engagement.- Microlearning instructional design & administration (EdApp)- Regional Collaboration for microlearning course creation- COVID-19 Business Continuity Learning Strategy- Administration on SSG Training Partner Gateway (TPG) - Course contextualization & facilitation for WSQ Trainings- Design and facilitate in-house business transformational programs1) Design Thinking and Service Innovation2) Emotional Resilience based on Transactional Analysis principles3) Professional business email and text messaging communication

  • Senior Service Training Specialist

    • Sep 2019 - Aug 2020

    - Develop and run Superstar 2020 (Service Innovation Upskilling & Award)- Host & manage Town Hall Business Meeting involving Operations Managers, and C-suites.- Work with external CX Insights vendors (RateIt & Bare International)- Sales Training co-facilitation for newly hired sales personnel- Service Education Strategic Planning- COVID-19 Business Continuity for Manpower Restructuring

  • Customer Service Training Executive

    • Feb 2017 - Sep 2019

    - Develop foundational and service-focused courses- Monthly in-house publication on Service Development and Employee Recognition- Run Service Excellence Award 2018/2019- Champion National EXSA 2017-2019 (Singapore Retailer Association)

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  Fairmont Singapore & Swissôtel The Stamford

  • Singapore

  • Duty Manager

    • May 2014 - Jan 2017
    • Singapore

    Responsible for Hotel’s daily operation – ensuring the front of house and lobby operates in a professional and luxurious environment. The role also includes delivering service that exceeds guests’ expectation and handling guests’ queries, feedback and issues while maximizing occupancy and revenue; ensures seamless VIP movement, Safety and security of colleagues and guests. Key Highlights- Upsell Key Driver & Trainer (Incremental Revenue over $1 Million/yr)- Colleagues Engagement Champion (Year 2015 - Rated 90%)- JD Power Guest Experience Survey (2016YTD – 8.94/10)- Front Office Department Trainer 2017 (Trained 11 new hires)Well verse in Front Office Operations (i.e. Reception, Airlines, Group, Room Controller & Graveyard operations).

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  Singapore Airlines

  • International Flight Attendant

    • Nov 2011 - Jan 2013

    Provide excellent customer service to passengers while ensuring their comfort and safety throughout the flight. Trained to deal with security and emergency situations which may arise and can administer first aid to passengers. Strive to make the flying experience a pleasant one for the passengers by serving refreshments and meals, sell gifts and duty-free items.

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  Holiday Inn Central Plaza Beijing

  • Beijing City, China

  • Management Trainee (Front Office)

    • Oct 2008 - Mar 2009
    • Beijing City, China

    Key Highlights- Assisted Front Office Manager with Quality Management- Assisted Duty Manager with Operational Duties- Service Recovery (Handling Complaints)- Front Desk Upsell (Increase Room Revenue)- Project Front Office – Generating an updated SOP in Bilingual (for the Chinese employees) with current market penetration, level up service standards by training and supervision. Creation of Video SOP for Check-in Procedure. Creation of an enhanced SOP for Service Recovery and its standard communication style.