Room Division Manager & Operation at Golden Palm Tree (Formerly as Avani Sepang Gold Coast- Minor Group) (2025-01 – Present)
- Turn around from Minor Group to Golden Palm Tree
- Improved guest review score from 3.4 - 4.0 within 3 months.
- Reduce rebate & refunds by 70% through SOP enhancement
- Approval halal certification & Bess Certification from KKM
- Oversee Room Division operations including Front Office, Housekeeping, Banquet, F&B and Guest Service.
- Lead daily hotel operations ensuring service excellence and operational efficiency
- Monitor financial performance, cost control and departmental budget.
- Drive guest satisfication initiatives and service quality improvement (QLA)
- Support strategic planning, revenue and operational decision-making
- Implement SOPs and ensure compliance with brand and safety standards.
- Lead and develop departmental teams to achieve KPIs and service benchmarks
- Assist GM develop more revenue opportunities
- Ensure compliance with health, fire and safety regulations.
- Coordinate emergency procedures and crisis management.
- Work with engineer and security on risk prevention.
- Conduct training to related departments.
- Liase with DOPC & Training Manager for the training plan & course.
- Develop strategy to improve business during low-demand period.
Cluster Hotel Manager at Tamara Concierge Sdn Bhd (2019-01 – 2025-12)
- Increased overall revenue by 25% across managed properties
- Improved Gross Operating Profit (GOP), successfully achieved Profit After Tax (PAT) and successfully decrease CAPEX.
- Implement OKR system
- Managed end-to-end operations across multiple hotel properties
- Developed and executed revenue strategies to maximize occupancy and ADR
- Led sales and marketing initiatives to drive market positioning and brand awareness
- Oversaw financial planning, budgeting, and cost control measures
- Implemented operational improvements to enhance efficiency and profitability
- Ensured consistent guest experience and brand standards across all properties
- Recruited, trained, and led management teams across locations
- Analyze hotel P&L, GOP, EBITA and cash flow.
- Recommend CAPEX and ROI driven installment.
- Review pricing & revenue management strategy.
- Optimize distribution channel (OTA, GDS, direct bookings)
- Develop long-term asset enhancement plans.
- Develop FF&E and OS&E procurement plans.
- Develop & implement FIFO & FEFO inventory.
- Develop strategy to increase room, F&B, banquet and ancillary revenue.
- Build relationship with corporate client, government agencies, travel partner and event organizers.
- Develop hotel annual sales plan and budget.
- Negotiate Corporate rates and contracts.
- Prepare sales action plans based on market trends and competitor activity
- Secure repeat business and long term contract
- Handle major corporate and group negotiations.
Cluster Hotel Manager (Return to Owner since 2022) at Folk Meldrum Hotel (2019-01 – 2022-12)
Cluster Hotel Manager (Return to Owner since 2021) at JBCC Hotel (2019-01 – 2021-12)
Hotel Manager at City Comfort Hotel (2014-01 – 2019-12)
- Successfully turned the property into a profitable business with occupancy 85% with ADR Rm128
- Managed overall hotel operations including rooms, F&B, and administration
- Implemented cost control and revenue enhancement strategies
- Developed local sales initiatives to increase occupancy rates
- Strengthened operational processes and service standards
- Managed staff performance, training, and development
- Ensured compliance with regulatory and brand requirements
Operations Manager at HKC Boutique Hotel (2011-01 – 2013-12)
- Oversaw daily hotel operations and departmental coordination
- Implemented operational procedures to improve service delivery
- Managed staffing, scheduling, and performance management
- Assisted in budgeting and financial reporting
- Ensured high levels of guest satisfaction and service consistency
Sales Coordinator at The Venetian Macao (2010-01 – 2011-12)
- Supported sales team in managing corporate and group accounts
- Coordinated bookings, events, and client communications
- Prepared sales reports and performance analysis
- Assisted in executing sales strategies and promotional activities
VIP Ambassador cum Guest Experience at Sands Macao (2008-01 – 2010-12)
- Managed VIP guest relations and personalized service delivery
- Ensured premium guest experience and satisfaction
- Coordinated with internal departments to fulfill VIP requirements
- Handled guest feedback and service recovery professionally
- Built strong relationships with high-value clients
