Joe Kok

To gain a challenging executive-level position in a forward-looking and progressive organization that is of global presence with opportunities for professional development and growth.

Assistant Front Office Manager - Worldwide Hotels - Hotel Mi Rochor (530 Rooms), Singapore

(2024-01 - 2025-06)

Directly report to General Manager

• Conducted employee recruitment, trained new hires and disciplined front office staff
• Develop and train staff to perform their function so as to prepare them for greater responsibilities
• Evaluate the job performance of front office staff and fill their appraisals
• Reviews all reports generated by all sections including night auditor reports
• Investigate complaints and response to guest with an explanation and apology
• Monitor closely guest's room folio high balance daily to prevent losses by the hotel
• Ensure all standard operating procedures are followed

Assistant Front Office Manager - Worldwide Hotels - Hotel Mi Bencoolen (342 Rooms), Singapore

(2023-06 - 2024-01)

Directly report to General Manager

• Conducted employee recruitment, trained new hires and disciplined front office staff
• Develop and train staff to perform their function so as to prepare them for greater responsibilities
• Evaluate the job performance of front office staff and fill their appraisals
• Reviews all reports generated by all sections including night auditor reports
• Investigate complaints and response to guest with an explanation and apology
• Monitor closely guest's room folio high balance daily to prevent losses by the hotel
• Ensure all standard operating procedures are followed

Duty Manager - Marriott Bonvoy - The Westin Singapore (305 Rooms), Singapore

(2022-07 - 2022-10)

Directly report to Front Office Manager

• Handle all complaints and oversees the full responsibility of the hotel
• Run night audit and prepare all reports for the management
• Updating of the DM's log entry, comm entry and report all unusual events to the higher management
• Supervise and oversees all duties performed by front desk staff
• Resolve complaints by conducting research of the situation and determining the most effective solutions
• Observe and monitor staff performance to make sure that company rules and procedures are being followed
• Monitor closely guest's room folio high balance daily to prevent losses by the hotel
• Ensure all front desk staff are fully conversant with hotel's facilities and services
• Meet VIP guest and major corporate clients upon arrival
• Ensure all cashier float, master keys and valuables are in order at all times
• Authorised room rate change, paid outs, rebates and cash advances on credit policy
• Check cleanliness of lobby and public areas, as well as front office staff in proper and orderly appearance

Duty Manager - Pan Pacific Hotels Group - PARKROYAL on Beach Road (346 Rooms), Singapore

(2019-05 - 2022-06)

Directly report to Front Office Manager

• Handle all complaints and oversees the full responsibility of the hotel
• Handle emergency and follow up to ensure guest safety
• Run night audit and prepare all reports for the management
• Updating of the DM's log entry, comm entry and report all unusual events to the higher management
• Supervise and oversees all duties performed by front desk staff
• Resolve complaints by conducting research of the situation and determining the most effective solutions
• Observe and monitor staff performance to make sure that company rules and procedures are being followed
• Monitor closely guest's room folio high balance daily to prevent losses by the hotel
• Arrange accommodation and transportation of overflow guests in case of full house situation
• Meet VIP guest and major corporate clients upon arrival
• Ensure all cashier float, master keys and valuables are in order at all times
• Authorised room rate change, paid outs, rebates and cash advances on credit policy
• Check cleanliness of lobby and public areas, as well as front office staff in proper and orderly appearance

Guest Services Manager - Pan Pacific Hotels Group - PARKROYAL COLLECTION Pickering (367 Rooms), Singapore

(2021-11 - 2022-01)

Deployment

Guest Services Manager - Park Hotel Group - Park Hotel Alexandra (442 Rooms), Singapore

(2018-05 - 2019-05)

Directly report to Front Office Manager

• Handle all complaints and feedback on behalf of the management
• Response to hotel emergencies and evacuations
• Investigate complaints and response to guest with an explanation and apology
• Manages hotel room inventory on full house situation
• Oversees VIP guests and major corporate clients upon arrival
• Perform daily briefings and ensure they are communicated effectively and efficiently with staff
• Ensure all cashier float, master keys and valuables are in order at all times
• Authorised room rate change, paid outs, rebates and cash advances on credit policy

Duty Manager - Accor Group - Novotel Singapore Clarke Quay (403 Rooms), Singapore

(2015-07 - 2018-05)

Directly report to Front Office Manager

• Troubleshoot all guest issues and problems
• Update Duty Manager's log entry and resolve by conducting proper research
• Investigate all guest and employee accident and report to the higher management
• Provide a high level of guest service recovery and handle operational challenges
• Ensure all cashier float, master keys and valuables are in order at all times
• Authorised room rate change, paid outs, rebates and cash advances on credit policy
• Response to hotel emergencies and evacuations
• Oversees VIP guests and major corporate clients upon arrival

WSQ Diploma - Tourism (Hospitality) - University of Nevada, Las Vegas Singapore (2010-04 - 2011-10)

GCE 'N' Level - Clementi Town Secondary School (1994-01 - 1997-12)

PSLE - Qifa Primary School (1988-01 - 1993-12)