Murphy Loh

Experience

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  The Coffee Bean & Tea Leaf

  Jul 2007 - Jan 2010

  Barista

  Educating all customers on all products offered.Follow all drink and food recipes, standards and procedures.Developing an understanding of coffee and tea regions and the various differences in flavour and blends.Greets all customers with fast, friendly, personalised service and develops a rapport with customers by learning their names, favorite drinks and food items.Reporting potential safety hazards to the manager on duty.

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  Duxton Hotel Perth

  Jul 2010 - Dec 2010

  Carrying guests belongings from vehicles upon arrival to the allocated rooms.Attending to calls from in-house and external guests regarding hotel enquiries.Co-ordinating Concierge team members during peak hours.Attending to guests’ complaints and feedbacks.Assisting in restaurant and tour bookings for guests.Suggesting local attractions and restaurants to guests; easiest method of transportation to and from; and estimated costs of trips. Handling floats and cash sales, and settling bills and sales transactionsPracticing fine-dining plate service – carrying up to six plates in one hand in tiersUpselling, cross selling, promoting and recommending new food & beverage itemsPracticing safe and hygienic ethics in the all workstations and areasMaintaining a charismatic attitude in a fast paced and challenging environment

  • Concierge

    Sept 2010 - Dec 2010

  • Food and Beverage Attendant/Barista/Bartender

    Jul 2010 - Dec 2010
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  The Ritz-Carlton Hotel Company LLC

  Jul 2011 - Jan 2012

  Conducting In-Room check-ins for repeated guests and VIPs.Listening to and resolving guests’ feedbacks and complaints.Assisting guests with errands such as booking tickets, making reservations, arranging tours and activities.Organising celebrations including birthdays, anniversaries and honeymoons.Coordinating and conducting special turndown services, such as: chocolate, butler-drawn baths, birthday cakes, romantic turndowns, and other special requests.Designed and coordinated production of The Ritz Kids Passport and Chinese New Year (2012) promotional collaterals.Assisted the manager in updating hotel collaterals including: door knob breakfast menu, pool bar menu, quarterly e-mail blasts and Let Us Stay With You promotional material. Show less Checking-in and out of guest rooms.Making, cancelling and amending reservations details.Manually posting charges from the rooms division and other departments.Organising and preparing folios according to guests’ preference and needs.Managing departures calls and coordinating results with the Front Office team.Submitting notes, messages and flags into the guest reservation and/or history.Arranging wake-up calls, flight bites and airport transfers upon guests’ requests.Coordinating Q-rooms with the housekeeping team and liaising with the guest. Show less

  • Guest Recognition Assistant/Public Relations Assistant

    Oct 2011 - Jan 2012

  • Guest Service Assistant

    Jul 2011 - Jan 2012
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  InterContinental Hotels Group

  Mar 2012 - Dec 2012

  Make and confirm dining reservations and ticket purchases.Make sightseeing and other tour arrangements for guests.Greeting arriving and departing guests and assist with luggage in a timely and safe manner.Assisting housekeeping and room-service during peak durations with errands.Assisting in other Front Office duties on a temporary basis when necessary.Providing clear explanations regarding the operations of the room features.Liaising on a daily basis with the Front Office Team regarding the anticipated arrivals and departure time of groups. Show less Preparing group envelops (consisting of room key cards, welcome letters and any additional group information) prior to their arrival.Assist physically-challenged guests who require special attention.Prepare accurate information to arriving and departing airline crew members.Assist Front Office supervisors with room allocations for group and airline arrivals.Merging of duplicate guest profiles and updating contact details.Provide accurate information to guests about the hotel’s loyalty program – Priority Club – and assist with enrolments and changes in contact information.Organise long-stay preferences for guests staying at the hotel from more than five days and coordinate requests with the correct department(s). Show less

  • Concierge

    Jun 2012 - Dec 2012

  • Guest Experience (Service) Agent

    Mar 2012 - Dec 2012
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  Pan Pacific Hotels Group

  Jan 2013 - Aug 2014

  Serve as the main point of contact for all hotel guests prior to their arrival.Understand and record guest preferences; including food, housekeeping and room preferences.Manage, record and resolve guest complaints promptly and sensitively.Obtain arrival and departure flight details for all guests to accommodate early check-ins and late check-outs as much as possible to enhance guest satisfaction.Assist in the arrangement of guest special requests; particularly in romantic turndown and decorations for anniversary, honeymoon and marriage proposal occasions.Upsell all hotel rooms and facilities offered within the hotel to match guests’ needs with the right room at the right price. Identify opportunities to create memorable hotel experiences, communicate the vision with the relevant departments and coordinate the teams. Recognising repeated guests’ loyalty through our GHA membership programme. Show less Prepare and conduct daily pre-shift briefings to communicate effectively with all staff and provide them with any information necessary to provide guest service in accordance to the Pan Pacific standards.Verify all cashier closures of Guest Management team on end of shift for billing and attachment accuracy.Ensure all guest registrations are completed and correspond with Opera PMS guest information.Run the night operations for the hotel and sure proper closing of the day and delivery of the reports.Resolve guest complaints by con ducting thorough research of the situation and the most effective solution. Ensure that the Operation Manager is kept fully aware of any relevant feedback from either the customers or other departments.Be available for guests at all times as a point of contact and co-responsibility for appropriate treatment of guest complaints, handing over and documenting such complaints.Recognise training requirements; assist in developing training plans and training courses for employees.Monitor performance of staff with performance evaluations and discipline issues. Make recommendations for training related issues when inconsistencies develop at the reception.Assign and guide Guest Service Agents, Officers and Lobby Ambassadors in details of work.Assume leadership in the absence of the Operations Manager.Champion the company’s Vision, Purpose and Values to consistently deliver memorable hotel experiences that exceed guest expectations and to value and respect all colleagues. Show less Contacting VIP guests prior to their arrival for self-introduction and research of personal preferences.Arranging special gifts and greeting cards from our General Manager and CEO for individual VIP guests.Coordinating Welcome, Jet-lag, and Turndown amenities with In-Room Dining team.Coordinating make-up and turndown services with housekeeping.Acting point of contact between middle & senior management and the GHA concierge team; and disseminating important information to respective members.Providing guidance and advice to fellow GHA butlers on overall operations.Managing the arrival and departure experience for all VIP guests from their flight touchdown, limousine arrangements and special requests and enquiries. Show less * Promoted from Officer to Executive on 1st June 2013Managing the arrival experience for all VIPs (including special celebration stays, loyalty programmer members, repeat guests, long-stay guests).Arranging welcome amenities and greeting cards for VIPs prior to arrival.Coordinating cake arrangements for special celebration stays.Acting point of contact for VIP guests during their stay.Allocating the best rooms for VIP guests and coordinating arrival times with Housekeeping to ensure inspection prior to arrival.Managing the arrival experience and overall stay for couples celebrating their wedding at the hotel, and VIP guests from groups blocks. Show less

  • Guest Care Services Executive

    Jun 2014 - Aug 2014

  • Guest Services Executive (Guest Management)

    Oct 2013 - May 2014

  • GHA Concierge/Butler

    Oct 2013 - Oct 2013

  • Guest Services Officer/Executive* (VIP Operations)

    Jan 2013 - Sept 2013
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  The Ritz-Carlton Hotel Company, L.L.C.

  Aug 2014 - now

  * Winner of the 2024 Australian Hotel Association Accommodation Awards for Excellence - Emerging Female Leader.* Responsible for the management of all aspects of the Front of House functions including Doorman, Bellman, Bell Captain, Concierge, Front Desk Agent, Club Concierge, Club Attendants and Learning Coaches, in accordance with hotel standards.* Directing, implementing and maintaining a service and management philosophy that serves as a guide to respective staff. * Ensuring all departments are aware of all guests’ needs and information prior to arrival that will lead to a unique, memorable and personal stay. Show less * Introduced ‘Curated Celebrations’ – making The Ritz-Carlton, Millenia Singapore the only hotel in the country to offer an extensive decorations and amenities list.* Strengthened the Pre-Arrival phase of the Guest Journey by implementing the Pre-Arrival Email for all guests, in order to gather vital information for the team to personalise their experiences. * Championed a Quality Improvement Plan to improve Elite Appreciation scores via GuestVoice.* Pre-Opening Task Force Trainer for The Ritz-Carlton Yacht Collection; overseeing the Personal Concierge & Guest Services operations and team of 12 Ladies and Gentlemen; embedding the Ritz-Carlton philosophy and culture into a new team of Cruise Hotel Operations.* Key driver in planning and execution of VIP Group Resumes and Arrivals, including: Amenities, Room Assignment, Agenda, Point of Contact. Show less * Championed the VIP Experiences for 2022 Marriott International Corporate Visit; emceed for the Award Presentation of Quarter of a Century Club Recipients 2022.* Key Driver for Guest Relations Innovations including: Ritz Kids Earth Hour 2022* Department Champion of WOW Stories - Winner for WOW of the Month for Mar 2021* Winner of WOW of the Year 2021, featured as Corporate WOW of the Week, and ranked Top Ten WOW Stories of 2021 globally.* Lateral service taskforce to The Ritz-Carlton Spa to assist with reception tasks from Apr 2021 to May 2021.* Lateral service taskforce to Front Office in managing operations during hotel’s Stay-Home-Notice Dedicated Facility contact from May 2021-Dec 2021. * Digitalised the Concierge Library of Restaurant & Attractions Recommendations. Show less * As of February 2018; promoted to department head for both Concierge and Guest Recognition.* Singapore Excellence Service Award - Blue Category 2018 and 2019.* Pre-Opening Task Force Trainer for The Ritz-Carlton, Perth; overseeing the Lobby Concierge & Guest Services operations and team of 7 Ladies and Gentlemen; embedding the Ritz-Carlton philosophy and culture into a new team of Front of House Ladies and Gentlemen.* Department Champion of WOW Stories - Winner for WOW of the Month for June 2018 & September 2018.* Hotel's Winner for WOW of the Year 2018..* Concierge 100% score for LRA Brand Standard Audit 2018.* LRA Mystery Shopper Award of Excellence 2018.* Leader of the Quarter Award (Q2 2018).* Concierge Department of the Quarter nomination (Q2 2018).* Pride & Joy Committee for Concierge & Guest Recognition since October 2016; Ensuring Employee Engagement is our utmost priority in conjunction to Marriott's values.* Sports & Recreation Committee - Leading Employee Engagement events, including: Let Us Pamper U week and Annual Dinner & Dance.* Key Driver for Change in Concierge and Guest Recognition including: Updates in SOPs; introducing Room Decorations Menu; revamp of room amenities; redesigning hotel's Art Tour Brochure and enlivening Scenography through daily guided art tour. Show less * As of May 2017; promoted to department head of Concierge.* Nominated for 5 Star Award for Department of Quarter 3, 2017.* Department Champion of WOW Stories - Winner for WOW of the Month for July 2017.* Pride & Joy Committee for Concierge since October 2017; Ensuring our Ladies and Gentlemen are recognised as the most important resource to our service commitment; hosting the first edition of Concierge Showcase Month in July 2017; scoring 100% Employee Engagement for Concierge department in 2017.* Champion innovative products and services to improve guest engagement: introducing Concierge Comments publications; updating hotel cheat sheets; proposing new limousine amenities.* Singapore Excellence Service Award - Blue Category.* Pre-Opening Task Force Trainer for The Ritz-Carlton, Koh Samui; overseeing the Resort Concierge operations and team of 13 Ladies and Gentlemen; embedding the Ritz-Carlton philosophy and culture into a new team of Front of House Ladies and Gentlemen.* Oversee the planning, coordination and execution of limousine arrivals and departures for large VIP groups including corporate powerhouses and local events (Formula 1, Singapore Airshow).* Participated in the planning of Ritz-Carlton's renewed pilot orientation in February 2018. Show less *As of Oct 2016; promoted to acting department head of Concierge* Winner of 5 Star Award for Leader of the Future Quarter 4, 2016.* Department Champion of WOW Stories - Winner for WOW of the Month for February 2016.* Pride & Joy Committee for Concierge since October 2016; Ensuring Employee Engagement is our utmost priority in conjunction to Marriott's values.* Sports & Recreation Committee - Leading Employee Engagement events, including: Let Us Pamper U week and Annual Dinner & Dance.* Key Driver for Concierge Innovations including: Concierge Out & About, Concierge CommentsResponsible for ensuring all guest requests (including limousine, dining and entertainment arrangements) are attended to and accommodated as best as possible.* Singapore Excellence Service Award - Gold Category.Continuously updating the hotel’s limousine amenities to allow for new, fresh and creative ideas according to the hotel’s brand standards.Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.Participates in the development and implementation of corrective action plans to improve guest satisfaction.Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement. Show less *As of May 2016; Cross-trained to assist with operations and exposure as the second-in-chargeResponsible for ensuring accurate recognition of all first-time and repeat guests to maximise level of engagement for all guests.Researches multiple databases for next day arrivals and cross-check preferences, incidents, comments and stays for each repeat guest.Proactively shares vital information regarding VIP individual stays and/or profile preferences to relevant departments in efforts to manage guest expectations.Implementing Ritz Kids 2.0 program into daily operations of various departments; working closely and cohesively with Public Relations and Corporate Office teams to allow for a smooth introduction.Establishing an SOP on handling enquiries and requests for wedding proposals.Continuously updating the hotel’s amenities to allow for new, fresh and creative ideas from the Culinary division and meet revised cost margins. Show less * Winner of 5 Star Award for Leader of the Future Quarter 4, 2015.* Department Champion of WOW Stories - Winner for WOW of the Month for March 2015 and August 2015.* Pride & Joy Committee for Front Office since January 2015; Ensuring Employee Engagement is our utmost priority in conjunction to Marriott's values.* FAM5 Committee for Front Office since October 2015; Implementing new methods to increase Guest Engagement scores using everyday resources available to our Ladies & Gentlemen.Oversee all property operations; ensuring that the highest levels of hospitality and services are provided.Represent property management in resolving any guest or property related situation.Working cohesively with all Ladies and Gentlemen of other departments to enliven the Ritz-Carlton experience.Analyzing and resolving problems through exercising good judgement, guidance and coaching.Conduct regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.Ensure property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process. 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  • Front of House Manager

    Dec 2022 - now

  • VIP Services Manager

    Apr 2022 - Dec 2022

  • Guest Relations Manager

    Feb 2020 - Apr 2022

  • Chef Concierge and Guest Recognition Manager

    Feb 2018 - Jan 2020

  • Chef Concierge

    May 2017 - Feb 2018

  • Assistant Chef Concierge

    Oct 2016 - Apr 2017

  • Acting Guest Recognition Manager

    May 2016 - Nov 2016

  • Manager on Duty

    Aug 2014 - Apr 2016