David Tsen

Accomplished Cluster Hotel Manager with over 20 years of experience in the hospitality industry across Malaysia, China, and Macau. Specialized in multi-property operations, financial performance optimization, and guest satisfaction excellence. Proven track record in turning around underperforming properties, implementing cost-efficient strategies, and leading high-performing teams.

Strong expertise in revenue growth, project management, and maintaining brand standards across diverse hotel portfolios.

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