Jocelyn Lim

Experience

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  Hong Kong Land Pte Ltd

  Sept 2007 - Apr 2010

  Guest Relations Executive

  Part Time as their guest relations executive under the shopping mall concierge department. Main responsibilities were to assist guest enquiries and assist in the mall promotions.

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  Grand Copthorne Waterfront Hotel

  May 2010 - Jan 2015

  Senior Duty Manager

  Started as Management Trainee of Grand Copthorne Waterfront in May 2010.Ensure the safety, security and loss control policies and procedures are compiled within the hotel. Provide direction and leadership to the HEAT (Hotel Emergency and Action Team) and if needed, calls for the evacuation of people and staff from areas affected by fire, flood, bomb threats or civil disturbance. Maintain visible image of management at all times. Assist employees and guests by handling guest feedback, both written and verbal and include investigations into guest complaints. Ensure documentation of all guest related issues using FCS log. Meet, greet and room VIPs and making courtesy calls to guests.Conduct daily briefings presenting business issues, hotel information and train staffs on guest handling skills. Conduct investigations when receptionists are unable to balance their cashiering ledger and/or cash float. Coach, train and carry out disciplinary actions when necessary. Attend scheduled meetings, departmental and interdepartmental meetings. Co-ordinate full house activities, handle pledge relocations of guests. Control hotel room inventory and manage room availability for check in. Ensure procedures of On-Call Valet desks and driveways are manned at all times and operate efficiently. Complete any collateral assignmentCo-appointment of Acting / reception manager, managing the reception team, from planning roster to ordering of supplies and month end reports. Monitoring the cost and expenses of the section.Report to the Assistant Front Office Manager, managing the daily operations of the Front Office. Handling of guest feedbacks and complaints and ensure that service recovery is well managed.Implement and create new work processes in today’s ever changing environment to suit the needs of guests and employees. Development of training plans and programmes to enhance and improve each team member skills to improve overall productivity. Show less

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  Hotel Jen

  Oct 2015 - May 2017

  Central Reservations Supervisor

  Oversee day to day operation. Coordinate and ensure all special guest requests are well taken care of and all reservations accurately made for all guests.Motivating the team towards departmental goals.To provide team members with good advice and guide them in resolving guest issues by recommending appropriate measures when required. Conduct call audits to ensure that the service level of staffs are well maintained. Monitor staffs on their training needs, develop and provide each individual with the necessary training program to polish up their weakness and also strengthen their strengths to boost the productivity level. Show less

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  Shangri-la's Rasa Sentosa Resort & Spa

  Jun 2017 - Jan 2020

  Training Officer

  Training Officer, assisting Training Manager in organizing, coordinating, andmonitoring all training activities in the hotel. Maintains the department records anddatabase, and serves to provide the administrative and file-keeping needs of thedepartment.Facilitates and conducts Orientation Programs and internal course for new hires,trainees as well as contractual colleagues. Liaise with external vendors on trainingscheduling and arrangements according to training plan. Manage training budgetsand reimbursement of training grants.Handles both external and internal colleague’s recognition programs/ awards.Responsible for planning, organizing and monitoring the Hotel’s internship program,including receiving and screening of admission requirements, attendance monitoring,grievance handling and end-of-attachment evaluation. Show less

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  Shangri-La Rasa Sentosa Resort & Spa

  Jan 2020 - Jun 2022

  Service Manager - Learning & Developmemt