Joel Tan

• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Reviewing social media threats/allegations by guest.
• Providing advice to legal team and further review with CEO/CFO in case of lawsuit.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Archiving 95% saving rate for year 2023.

• Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
• In-charge of Front Office Audit (Department Score above 90% for previous audits without any high risk)
• Responsible for planning and execution Department Training, Training Calendar and Training Hours to achieve 44 hours training per staff.
• In-charge of reviews (Tripadvisor and ReviewPro) to ensure review are thoroughly investigated.

• Responded to customer concerns/complain by providing friendly, knowledgeable support and maintaining composure and professionalism.
• Initiated plans to improve customer relations, quality standards and service efficiency.
• In charge of promoting CSAT and accomplishing 95% CSAT for the year 2021 and 2022.

• Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
• Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
• Determine daily room requirement and guest's special requests are met daily
• Handle guest's complaints and provide service recovery
• Increase sales revenue of rooms through upselling with great product knowledge