Selinassq 077

Possessing 6 years of broad F&B and hospitality working experience, I excel at customer conflict resolution, team scheduling and cross-team collaboration in busy service settings. My solid leadership background equips me to uplift team morale, standardize service workflows and consistently deliver satisfying guest experiences.

Duty Manager at SHAW THEATRES PTE LTD (2025-11 – 2026-0)

• Oversee daily operations to ensure smooth, efficient, and safe running of the site or department
• Lead, motivate, and support frontline staff during shifts, providing guidance and performance feedback
• Handle escalated customer issues and complaints, ensuring prompt, professional resolution and follow-up
• Monitor staffing levels, arrange shift coverage, and adjust work allocation to meet operational demands
• Conduct opening and closing procedures, including security checks, cash reconciliation, and reporting
• Respond effectively to incidents and emergencies, following protocols and documenting actions taken

Duty Manager at GOLDEN VILLAGE MULTIPLEX PTE LTD (2024-09 – 2025-10)

• Managed a dynamic team of 10, ensuring a diverse mix of full-time and part-time employees to maintain optimal staffing levels
• Coordinated staff schedules to guarantee comprehensive coverage during all operational hours
• Fostered a collaborative work environment, promoting team unity and high morale
• Implemented efficient staffing strategies to meet business needs and enhance customer service
• Monitored team performance, providing guidance and support to ensure high-quality service delivery
• Addressed staffing challenges proactively, adapting to fluctuating workloads and demands
• Upheld company policies and standards, ensuring compliance across all team members
• Contributed to the continuous improvement of team operations and service excellence

Customer Service Executive at QUINCY HOTEL (2023-07 – 2023-02)

• Processed orders, forms, applications, and requests efficiently, maintaining accuracy and attention to detail
• Managed high-volume inbound and outbound customer calls with a focus on resolution and satisfaction
• Documented all customer interactions in CRM system, ensuring clear communication and record-keeping
• Handled customer service inquiries via email, chat, and social media platforms professionally
• Monitored customer service metrics and participated in initiatives to improve service levels
• Conducted customer satisfaction surveys and contributed to continuous improvement efforts

Waitress at ZOEY'S DINER (2010-12 – 2022-02)

• Provided friendly, attentive service to ensure customer satisfaction and repeat business
• Managed multiple tables efficiently while maintaining high-quality service standards
• Processed customer payments accurately and returned correct change or processed credit card transactions
• Memorized restaurant menu details, daily specials, and promotional offers to make recommendations
• Collaborated with kitchen staff to ensure timely delivery of food orders
• Adhered to food safety and handling procedures to maintain health code standards
• Handled customer complaints with professionalism, resolving issues to the guest's satisfaction

NITEC in INTERIOR DESIGN – Institute Of Technical Education (2021 – 2021)