Darrence Gway

Experience

• 

  Freelance Tutor

  Feb 2013 - Jan 2015

  Private Tutor

  •Currently giving private tuition to Lower and Upper Secondary students in Principals of Accounts and Mathematics

• 

  Amara Hotels & Resorts

  Sept 2014 - Feb 2015

  Intern

  •Internship Done with Amara Hotel. •Tasked with engaging with guest that are residing in the hotel providing them with the best services that will touch a person’s heart. Always ready to go the extra mile to engage the guest.

• 

  Singapore Armed Forces

  Jul 2015 - Jul 2017

  Specialist

  Going to be Operationally Ready in July 2017. Looking to venture in to the hospitality sector

• 

  First Wave

  Jan 2017 - Jan 2019

  Event Coordinator

  Roles included: * Managing of Venue while providing crowd control,* Task with the management of ushering and breakout room▪︎ Registration Management: VIP counter check-ins, runner duties, and manning information help desks at events.*Organise and manage manpower for over 100 conference learning journey and run concurrent conference workshopEvents:Early Childhood ConferenceCPF Board Educational Outreach (Seniors and Adults)HDB MyHome

• 

  Marina Bay Sands

  Jan 2018 - Apr 2018

  Front Office Intern
• 

  Marina Bay Sands

  May 2019 - Jan 2020

  Assist in daily operations ensuring cleanliness of the property.Room controller which assist in daily planning and manpower control of number of rooms to be clean. Coordinate with external departments such as Front Office , Butler team with regards to daily arrivals and departures so as to ensure highest quality standards and ensuring customer satisfaction. * Attend to high-profile guest/celebrities residing in Marina Bay Sands by providing them with services exceeding their expectations.* Anticpatory skills to anticipate guest needs and going the extra mile to attain high customer satisfactionConducting planning and execution for any guest request such as planning for a full-day tour around Singapore. Increase Net Promoter Score (NPS) of the Butler Team by providing service that goes beyond the expectations of the guest.

  • Housekeeping Intern

    Sept 2019 - Jan 2020

  • Butler Internship

    May 2019 - Sept 2019
• 

  Golden Moments

  Jan 2020 - Oct 2020

  Operational Specialist

  Operation Planning and Managing of Social Media Platforms increasing brand awareness.- Oversaw the entire operation and was involved in planning for over 200 logistical routes for delivery- Spearheaded the social media team bringing presence to platforms such as Facebook and Instagram thus increasing overall sales for the company- Established a customer service SOP on handling customer complaints and feedback ensuring that customers' voices are heard leading to an increase in customer loyalty. Show less

• 

  Marina Bay Sands

  Oct 2020 - Jun 2023

  Managing Daily Operations while leading a team to provide exceptional service and enhance the overall guest stay experience.- Manage a team of 60 team members providing them with a holistic work environment while taking care of their mental well-being at work.- Collaborated with other departments within the Hotel Operations (Rooms Division) to conduct a study on the Hotel Guest Journey. This data-driven initiative helps the team to enhance the various touch points of the guest stay, in an effort to meet the hotel's quarterly targets while increasing customer satisfaction from 75% to 85%- Addressing guest concerns and challenges while providing them with service recovery that exceeds expectations.- Collaborated with IT Team to develop VISION (Infor) report that runs in sync with Property Management System (OPERA) to extract valued data sets such as customer finance data model to increase departments effectiveness.- Executed and developed custom User AcceptanceTest (UAT) for over 3 different internal systems(OPERA, FCS Application, etc.) Show less Providing utmost service quality standards to all guests visiting Marina Bay Sands and enhancing overall guest satisfaction.- Develop and lead a team of hospitality professionals in daily operational needs while ensuring a high level of service quality.- Addressing any guest challenges and providing them with a solution so as to maintain a high guest satisfaction rate.- Coached and mentored new hires while providing them with a holistic onboarding process while providing them with a mentor that they can rely on.- Initiated the redesigning of hotel collaterals to reduce overall costs and ensure the sustainability goals are met. This resulted in a total of $50k in cost savings for the hotel- Demonstrated consistent performance throughout and awarded most positive comment for the month of January 2021 Show less

  • Duty Manager

    Mar 2022 - Jun 2023

  • Front Office Supervisor

    May 2021 - Feb 2022

  • Guest Services Specialist

    Oct 2020 - Apr 2021
• 

  Artyzen Singapore

  Jun 2023 - Apr 2024

  Assistant Guest Services Manager (Pre-Opening Team)

  Pre-opening Team for Artyzen Singapore with 142 keys. First ever property out of Greater China/Hong Kong under Artyzen Hospitality Group- Led communication with over 10 different external vendors to efficiently procure OS&E (Operating Supplies and Equipment) improving overall efficiency.- Launch over 10 different training plans and materials for the seamless onboarding of new team members.-Developed over 100 distinct Standard Operating Procedures (SOPs) encompassing operations and training,- Actively collaborated with diverse hotel departments, such as sales, marketing, and operations, to ensure the flawless execution of business development initiatives and maintain a consistent and exceptional guest experience.- Collaborate with the setup of over 5 different hotel technological applications including Property Management System (PMS), Point of Sales (POS) system and booking platforms. Show less

• 

  Unifocus

  Mar 2024 - now

  Implementation Consultant