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Mobile : 86 13110639673

E-mail : alvinchua.kw@yahoo.com
Address : Tower 3, 15th Floor, Unit 903
Sunshine Holiday Condominium
ALVIN No 28 Fuxin Road,
35 0000 Fuzhou, Fujian.
“To be the image of the organizations in
providing excellence service through my
creating and engaging experiences with guests,
communication and interpersonal skills”

www.linkedin.com/in/alvin-chua-蔡国伟 Yaobao5035 alvin.chua1912


Emerging Leadership Program
Certificate in Managing
Shangri-La Hotel Fuzhou,
Front Office Operations
Fujian Province.
Malaysian Association of Hotels
(November 2017)
Training and Education Centre
Completion of Supervisory
(March 2015)
Excellence Training
Shangri-La Hotels,
Kuala Lumpur, Malaysia.
(April 2016) Bachelor in International Hospitality
Certificate in Shangri-La Talent Management B.A (Hons)
Development Program Taylor’s University, Malaysia affiliated
Shangri-La Academy Zhuhai, with Universite De Toulouse, France
Guangdong Province. (March 2012 - March 2014)
(September 2014 – September 2015)

Completion of Module 1 Effective Diploma in Hospitality Management

Communications (Online Course) INTI College Sabah, Malaysia affiliated
E-Cornell University, with Laureate International Universities
Kuala Lumpur, Malaysia. (May 2009 - December 2011)
(April 2015)


 English  Career Focused  Opera Management System

 Malay  Team Player  Galaxy Light Speed System
 Mandarin  Outgoing  Delphi System
 French (Beginner)  High Level Self Initiation  Table Management System
 Self-Motivated


JULY 2017-Present

- Team lead for the Core Project Team – FL15.

- In charge of Front Office training.
- Drive OTA guest satisfaction and guest delight program.
- Sections head for guest service center and in room dining.
- Duty Managers and Horizon Club Manager reporting line of authority.
- Drives front office revenue such as walk-ins, upsell and membership enrollment.
- Involved in front office department recruitment with recruitment manager.
- Handled FO budget planning with Front Office Manager such as review CAPEX, profit and loss.
- Regularly held one on one sessions with managers to encourage feedbacks and delivering
advice for improvement.
- Conduct spot check on staff training, grooming, Shangri-La experience, and service standards.
- Brainstorm action plans with team to increase guest staying experience.
- Work together with Training and Quality Improvement manager on trainers meeting and
- Conduct English trainings for all departments such as English Corner.
- Regular inspections of room to ensure meet cleanliness standard.
- Implements inter-sectional cross training to create multi-tasking skills amongst employees.
- Implements seamless check out process such as QR Code for VAT invoice at all receptions.
- Implements power bank station to enhance guest convenience for charging phone.
- Review on day and next day arrival includes group and VIPs arrival to ensure preferences or
special attention are given.
- Conduct performance development review with section managers.
- Meet target on driven and improve of performance monitor of guest staying experience
amongst 100 properties in Shangri-La.
- OTA C-Trip score increase in website and receive positive comments on the initiative driven
with team.


NOV 2016-JUNE 2017

- Ensure smooth operation of club lounge.

- Drive day to day ADR and ensure all guests are delighted.
- In charge of Front Office performance monitor such as guest overall stay experience and
consistently awards on guest delight program.
- Connect and engage with guest daily to drive more feedback from guest towards managing
- Hosted monthly long stay guest activities such as monthly GM cocktail party.
- Department budget planning such as profit and loss, review CAPEX, and monitor daily dining
- Proposed multi-tasking practiced to employees start with inter-sectional cross trainings
towards reception, guest relations, service center.
- Best feedback was given on arrival experience mentioned and Rank No 1 on C-Trip, Trip Advisor
and Agoda.
- Personal Butler for VVIP - Malaysia Prime Ministry.
- Personal Butler for VVIP – Owner of Shangri-La.

SEP 2015-July 2016
- Handle guest complaints represents the hotel operations includes safety and security of
guests and staff, and run night audit.
- Handled full house situation on monitoring house status.
TRADERS HOTEL - Drive guest staying experiences.
KUALA LUMPUR - Involved in Crisis Management Team.
- Ensure proper room assignment for all arrival.
- Daily spot check on employee’s product knowledge.
- Well-trained on emergency codes handling.


June 2014-SEP 2015
- Undergo developmental curriculum includes both operations and administration
departments within the hotel and cross exposure learning via Shangri-La Academy.
- Stands in as guest service supervisor in all front office sections.


Jan 2014-May 2015

Traders Club Lounge

- Welcome and acknowledge each and every guest with friendly greetings and names if
- Address guests' service needs in a professional, positive, and timely manner
- Engage guests in conversation regarding their stay experience with the hotel
- Actively listen and respond positively to guest questions, concerns, and requests to build
- Anticipate guests' service needs by observing and questioning mannerly
- Assist other employees to ensure proper coverage and prompt guest service.

Jan 2013-Mac 2013

Front Office Department

- Attached at front desk operations such as check in and check out.
SHERATON IMPERIAL - Attached at The Club operations, connect and engage with guests.
KUALA LUMPUR HOTEL - Training at service center handling all incoming calls with buddy system.
- Training on upselling skills and Starwood Preferred Guest memberships enrollments
- Cross learning on room controller and back office support team.

Reservation and Sales Catering Department

- Handling all group rooming list and key in daily OTA channel pricing.
- Making corporate bookings and third party payment on hotel reservations.
- Assisting MARCOM for media collateral and deal with media publishing.
- Calculating daily media clippings.
- Cross learning with revenue management team.

June 2010-December 2010

Housekeeping Department
SHANGRI-LA’S TANJUNG - Attached with room attendant on room cleaning and stand independent doing average of
ARU RESORT & SPA 14 credits daily at 474 rooms.
- Attached with laundry and public areas on buddy system
- Conduct room inspection with floor supervisors.

Front office Department

- Worked as bellman and doorman, greets guest and fond farewell for both arrival and
- At receptions, handling check in and check out with buddy system.
- Cross learning with guest relations sections, perform VIP’s in room check in, dealing with
guest limousine arrangement, room inspection, conduct daily arrival meetings and guest
recognition program.
- Cross learning with room controller on room allocation, handling daily VIP’s room special
requests and work together, communication with housekeeping and guest relations.

Food and Beverage Department

All Day Dining – Cafe TATU
- Served as waiter, engage with guest and taking reservations.
- Rotating as food runner, hostess, cashier, and buffet runner on daily operations.

Fine Dining – Peppino Retaurant

- Served as food runner ensuring food order was timely delivered to each guests on time.
- Handling table booking and being hostess on a rotation basis.
- Learning on wine tasting with outlet manager.


Name: Mr Eric Mommejac Name: Ms Lynn Yu

Contact: +86 184 5020 2316 Contact: +86 137 6388 8387
E-Mail: eric.mommejac@shangri-la.com E-Mail: lynn.yu@shangri-la.com
Designation: General Manager Designation: Assistant Director of Human Resource
Shangri-La Hotel Fuzhou Shangri-La Hotel Fuzhou

Name: Ms Claudia Lee Name: Mr Jon Teoh

Contact: +65 9363 1401 Contact: +66 88 7523 3186
E-Mail: claudia.lee@shangri-la.com E-Mail: jonteoh86@hotmail.com
Designation: General Manager Designation: Group Director of Learning
Shangri-La Hotel Lhasa Banyan Tree Hotels and Resorts
Former Resident Manager Former Training and Qi Manager
Shangri-La Hotel Fuzhou Traders Hotel Kuala Lumpur
Name: Mr Martin Guo Name: Mr Darrel Hor
Contact: +86 159 9189 6935 Contact: +60 16 415 5663
E-Mail: martin.guo@shangri-la.com E-Mail: darrel.hor@tradershotels.com
Designation: Front Office Manager Designation: Front Office Manager
Shangri-La Hotel Fuzhou Traders Hotel Kuala Lumpur

Thank you for the opportunity and I look forward for the great news from you!