Experience

Web Connection Co., Ltd

• China
• Software Development

• Revenue & Business Development Manager

  • Feb 2019 - Present

• Revenue & Distribution

  • Apr 2016 - Present

  Revenue & Distribution Service-Utilise hotel PMS reports for forecasting and actually business on the books-Utilise hotel PMS reports for recommending room availability maximisation and yielding-Use competitor comparison and BAR tier and occupancy combination to price inventory in market at the right rates at the right time-14/21 day window actions taken based on occupancy in next 14/21 days to deal with distressed inventory distributions-Utilise hotel PMS reports for room availability distribution-Manage rates distribution to all OTA connected to channel manager-Find and Submit more OTAs-Manage rates distribution to official hotel booking engine-Maintain rate parity across all channels-Manage and set up promotions-Maintain website performance traffic analysisOthers.-Channel Manager-Booking Engine-Website CMS-PMS (cloud)-SEM & SEO Service-GA/GTM-Domain Management & Email Service Show less



Centara Karon Resort & Spa

• Hotel Reservations Manager

  • Nov 2015 - Apr 2016

  • Convert, quickly, inquiries into contracted business • Respond, positively, to sales inquiries to develop future sales leads • Identify sales leads, as appropriate • Respond to all customers in a highly professional manner, including ensuring all reservations are completed accurately and to the Guest’s expectation • Provide prompt and efficient service while maintaining the hotels brand standards • Work with Sales and Marketing Teams to develop a strategic sales plan • Manage the Reservations Department to meet and exceed budgeted targets • Monitor revenue variance, constantly, to identify areas of concern and build an approach to maximize revenue • Develop accounts, proactively, and coach the Sales Team to develop accounts successfully • Seek opportunities, actively, to increase revenue • Understand the competitive marketplace through analysis of trends and data and build a strategic approach to manage trends • Develop the Reservations Team to ensure the constant delivery of excellent Guest and customer service Show less



Wotif Group

• CSC - Quality Assurance & Training Manager - Asia (ABU) at Wotif Group

  • Jul 2010 - Jul 2015

  #Training• Facilitate Product and Process Training class to newly-hired agents by travelling to 3 offices located (Phuket, Bangkok, Kuala Lumpur) • Performs practice mock calls to newly-hired agents to ensure readiness to take in live calls • Design and maintain training course and other process documents for all CS • Monitor complex customer issues and provide recommendation to CS Team Management on how to resolve #Development• Coordinate with marketing team and ensure regular updates for marketing deliverables; eDM, Campaigns.• Work with other back-end departments to ensure process and product changes in which customers are impacted are clearly communicated to CS Team; promotions, packages, supplier contract changes• Provide feedback to IT department on how changes in the system will impact CS and customers; as a tester.#Quality Assurance• Audit CS Agent interaction to customers phone, emails and chat contacts to identify strengths and areas of improvement • Provide timely verbal and written feedback and recommendation focusing on team and individual performance to CS Team Managers • Report to CS Manager (Asia) on the over-all SWOT analysis to Customer Service Team Management • Work closely with CS Manager (Asia) in designing, maintaining and updating quality monitoring form Show less

• Customer Service Training Manager

  • Jul 2009 - Jul 2010

  • Facilitate Product and Process Training class to newly-hired agents by travelling to 3 offices located (Phuket, Bangkok, Kuala Lumpur) • Performs practice mock calls to newly-hired agents to ensure readiness to take in live calls.• Monitor and support to newly-hired agents until they get probation• Handle more complex enquiries and authorize simple compensation to customers• Monitor complex customer issues and provide recommendation to CS Team Management on how to resolve



AsiaWebDirect

• Customer Service Supervisor

  • Nov 2004 - Jul 2009

  • Handle more complex enquiries and authorize simple compensation to customers • Assist CS Agents by investigating customer's problems and finding solutions • Manage workforce on a timely manner to ensure customer contacts are handled efficiently and effectively • Liaise with other departments in resolving customer concerns and communicating updates and other work procedures and processes • Answer incoming calls, emails and chat to assist with hotel reservations, confirmations, special requests and enquires from both customers and hotels efficiently and effectively • Find the best hotel and room according to the customers’ needs and wants • Communicate highly with hotel reservations department to confirm bookings, room availability and special requests made by the customer • Understand hotel booking policies and promo conditions and be able to explain these to the customers • Process booking cancelations, amendments and refunds and promptly relay the changes to the hotel • Convert pre-sale booking enquiries received from customers through all calls, emails and chat to a confirmed reservation • Maximizing sales and customer experience by suggesting upgrades on the customer booking • Assist guests complaints by coordinating with the hotels to resolve the issue and aim customer satisfaction • Maintain an accurate log of daily sale conversions, answered emails and other performance • Visit various hotels to ascertain accommodation quality and suitability • Monitor incomplete bookings, contact the customer and confirm completion of the booking • Update rates and room allotment on system • Be able to handle basic tour and hotel transfer booking cases Show less



The Racha Resort

• Food And Beverage Assistant

  • Nov 2003 - Oct 2004

  -Ensure all customers are provided with outstanding service -Ensure kitchen is opened and closed according to policy -Responsible for ordering supplies, and inventory control -Responsible for food hygiene, and health and safety issues -Responsible to assist in menu planning, development and meal specials -Ensure all kitchens and eating areas are organized and maintain a high level of cleanliness -Responsible for food quality, and presentation -Ensure all customers are provided with outstanding service -Ensure kitchen is opened and closed according to policy -Responsible for ordering supplies, and inventory control -Responsible for food hygiene, and health and safety issues -Responsible to assist in menu planning, development and meal specials -Ensure all kitchens and eating areas are organized and maintain a high level of cleanliness -Responsible for food quality, and presentation



Freelance Tour Guide

• Tour Guide (International License)

  • Apr 2003 - Oct 2003

  -Conduct Tourist to Sea Tour -Conduct Tourist to Elephant Treking Tour -Conduct Tourist to White water Rafting Tour -Conduct Tourist to Phuket City Tour -MeetTourist at Airpport and assist then on check in & Check out to hotel. -Conduct Tourist to Sea Tour -Conduct Tourist to Elephant Treking Tour -Conduct Tourist to White water Rafting Tour -Conduct Tourist to Phuket City Tour -MeetTourist at Airpport and assist then on check in & Check out to hotel.