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Graduated a Master's degree in International Hospitality, Events and Tourism Management from Oxford Brookes University and with in-depth knowledge of Front Office operations, Sales and Marketing in the hospitality industry, I am looking for an exciting and challenging role in a global hospitality group. Dedicated, autonomous and team player above all, I always strive to add my own contribution to the company and achieve my goals.

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WORK EXPERIENCE

Aug 2016 - Present

Front Officer Supervisor

Sheraton Heathrow Hotel

London, United Kingdom

  • Built strong relationships and liaised with all other department especially housekeeping, reservation and events department, to ensure the smooth operation at the front desk. Developed and maintained a strong relationship with VIP guests and important accounts to ensure that guest expectations are exceeded.
  • Created walk-in reservation and block reservations for immediate bookings received from contracted airlines for crews and delayed flights. Allocated rooms and amenities after checking the preferences and special requests from VIP guests.
  • Prepared and briefed Guest Service Agents for daily events, VIPs and group arrivals. Supervised the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
  • Resolved customer issues, complaints, and problems in quick and efficient manner in order to maintain a high level of customer satisfaction. Improved customer service ratings by soliciting feedbacks through Guest Expectation Index program

  • Led a comprehensive Front Office Standard Operating Procedure (SOP) training for five trainees through out internship
  • Crosschecked all the billing instructions and personal banks of receptionists are correct and updated.
  • Reviewed weekly occupancy and events to develop the weekly ROTA

Sep 2015 - Aug 2016

Guest Service Agent (Internship)

Sheraton Heathrow Hotel

London , United Kingdom

  • Attended guests' needs, including check in, checkout, cashiering and receiving/transferring external and internal calls and queries. Greeted and welcomed guests upon arrival. Registered guests into the computer, verifying reservation, address, and credit information.
  • Increased hotel revenue through upselling rooms and other packages upon check in
. Promoted the Starwood Preferred Guest Program and provided recognition and benefits to all present members.
  • Resolved service-related problems in a timely manner. Ensured all procedures are followed through SOP.
  • Maintained a house bank and made a deposit and accurate report of receipts daily

  • Assisted concierge in handling mail and facsimiles and provided guest with information regarding hotel facilities and local attractions.  Substituted for switchboard operator when necessary.
  • Represented the front office department in Sheraton social events, activities, such as Circle of Advocate, to brainstorm through associates in regarding with improving hotel operations.

Apr 2015 - Jul 2015

Food & Beverage Server (Part-Time)

Malmaison Hotel

Oxford, United Kingdom

  • Ensured smooth running of the Food orders outlets on a day-to-day basis in the pass. Ensured food reaches guests in a suitable time
  • Provided the knowledge of brasserie food and wine menu in order that customers can be correctly informed. Ensure customer expectations are exceeded as much as is possible.
  • Completed all point of sale opening and closing procedures, including counting the contents of the cash register

Nov 2013 - Jul 2014

Sales and Marketing Assistant Manager

Amazing Hotels & Resorts, Headoffice

Yangon, Myanmar

  • Supervised a sales force of four sales associates. Supported the sales team in writing proposals and closing contracts with travel agents.
  • Developed quarterly and annual sales department budgets and goals for each hotel.
  • Built relationships with customers and the community to establish long-term business growth. Built customized meetings and events programs to target individual guests and corporate customers.
  • Maintained strong relationship with other departments to identify marketing priorities. Reviews future booking levels and forecast occupancy to plan dates to create promotions in order increase occupancy rates.
  • Conducted average five to seven sale calls per week to built strong relationship with travel agents in order to maintain stable revenue base and high level of repeat business.
  • Coordinated and participated in promotional activities and trade shows. Travelled nationally and internationally to meet with customers and deliver clear company messages.
  • Ensured that the company's website and other third party booking websites have up-to-date information of all hotels to increase reach to target audience

  • Monitored Channel management of all five hotels for OTAs such as Agoda, Booking.com, Expedia, etc. by the use of Siteminder Channel Management software in order to increase the occupancy and revenue of five hotels

  • Monitored customer reviews on the company's website and on third party booking websites to identify the strengths and weaknesses of the hotel. Reviews travel industry research to identify trends that would affect the hotel. 

Jul 2013 - Nov 2013

Sales and Marketing Executives

Amazing Hotels & Resorts, Headoffice

Yangon, Myanmar

  • Handled inquiries by emails and through phone regarding with hotel information such as availability, room rates and events packages.
  • Created block reservations requested by travel agents and corporates, communicate and negotiate with the customers to turn tentative bookings into definite bookings
  • Managed allotments, room rates and created promotion for the OTAs of three hotels through Siteminder Channel Manager to increase the overall revenue.  Negotiate and communicate with local representatives of OTAs to resolve any service related inquiries, requests and complaints.
  • Coordinated special events and dinners such as Christmas and New Year's Eve party for the hotel guests.
  • Organized and assisted sales calls with local travel agents and prospective customers such as embassies, NGOs and corporates new and repeat business. Developed promotions for low occupancy periods, designed custom seasonal package and corporate meeting package.
  • Handled customer complaints received through emails, feedbacks through travel sites such as Tripadvisor.

Education

Sep 2014 - Sep 2016

M.Sc International Hospitality, Events and Tourism Management

Oxford Brookes University

Oxford, United Kingdom

Jul 2010 - Sep 2012

Master of Business Administration

Yangon Institute of Economics

Yangon, Myanmar

Jun 2005 - Jun 2009

B.Sc Information Technology

Dagon University

Yangon, Myanmar

Skills

Beginner

Intermediate

Advanced

Semi-Pro

Expert

  • English

  • Burmese

  • French