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.
CHUA KOK WOEI
CAREER OBJECTIVE:
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- Yaobao5035 alvin.chua1912

ACADEMIC QUALIFICATIONS & ACHIEVEMENTS

Certificate in Managing Bachelor in International Hospitality
Front Office Operations Management B.A (Hons)
Malaysian Association of Hotels Taylors University, Malaysia affiliated
Training and Education Centre with Universite De Toulouse, France
(March 2015) (March 2012 - March 2014)

Certificate in Shangri-La Talent Diploma in Hospitality Management

Development Program INTI College Sabah, Malaysia affiliated
Shangri-La Academy Zhuhai, with Laureate International Universities
Guangdong Province 2014. (May 2009 - December 2011)
(September 2014 September 2015)

LANGUAGE CAPABILITIES PERSONAL TRAITS COMPUTER LITERACY SKILLS

English Career Focused Opera Management System
Malay Team Player Galaxy Light Speed System
Mandarin Outgoing Delphi System
Hokkien High Level Self Initiation Table Management System
French (Beginner) Self-Motivated

REFERENCES
Name: Mr Martin Guo
Contact: +86 159 9189 6935
E-Mail: martin.guo@shangri-la.com
Designation: Front Office Manager
Shangri-La Hotel Fuzhou
Name: Mr Jon Teoh
Contact: +66 88 7523 3186
E-Mail: jonteoh86@hotmail.com
Designation: Group Director of Learning
Banyan Tree Hotels and Resorts
Former Training and Qi Manager
Traders Hotel Kuala Lumpur
Name: Ms Claudia Lee Name: Mr Darrel Hor
Contact: +65 9363 1401 (ext 6001) Contact: +86 137 6388 8387
E-Mail: claudia.lee@shangri-la.com E-Mail: darrel.hor@shangri-la.com
Designation: General Manager Designation: Front Office Manager
Shangri-La Hotel Lhasa Traders Hotel Kuala Lumpur
Former Resident Manager
Shangri-La Hotel Fuzhou.
Name: Ms Lynn Yu
Contact: +86 137 6388 8387
E-Mail: lynn.yu@shangri-la.com
Designation: Assist. Director of Human Resource
Shangri-La Hotel Fuzhou.
WORKING EXPERIENCES
ASSISTANT FRONT OFFICE MANAGER
JULY 2017-Present
- Team lead for the Core Project Team FL15.
- In charge of Front Office training.
SHANGRI-LA HOTEL - Drive OTA guest satisfaction and guest delight program.
FUZHOU - 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.
- Handling 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.
- Implements inter-sectional cross training to create multi-tasking skills amongst employees.
- 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
trainings.
- Conduct English trainings for all departments such as English Corner.
- Regular inspections of room to ensure meet cleanliness standard.
- Implemented seamless check out process such as QR Code for VAT invoice at all receptions.
- Implemented 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.
HORIZON CLUB MANAGER CUM ACTING FRONT OFFICE MANAGER
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.
- Monitor SFSMS standard is practiced to ensure guest food safety.
- Connect and engage with guest daily to drive more feedback from guest towards managing
trends.
- Hosting 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
covers.
- 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.
DUTY MANAGER
SEP 2015-SEP 2016
- Handling guest complaints represents the hotel operations includes safety and security of
guests and staff, run night audit,
- Drive guest staying experiences.
TRADERS HOTEL - Involved in Crisis Management Team.
KUALA LUMPUR ROOMS CORPORATE TRAINEE
JAN 2014-SEP 2015
- Undergoing 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.