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-蔡国伟 Yaobao5035 alvin.chua1912

ACADEMIC QUALIFICATIONS & ACHIEVEMENTS

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)

LANGUAGE CAPABILITIES PERSONAL TRAITS COMPUTER LITERACY SKILLS

 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
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.
- 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
trainings.
- 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.

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.
- Connect and engage with guest daily to drive more feedback from guest towards managing
trends.
- 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
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.
WORKING EXPERIENCES

DUTY MANAGER
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.

ROOMS CORPORATE TRAINEE

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.

INTERNSHIP & GUEST SERVICE ASSOCIATE

Jan 2014-May 2015

Traders Club Lounge

- Welcome and acknowledge each and every guest with friendly greetings and names if
feasible.
- 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
trust
- Anticipate guests' service needs by observing and questioning mannerly
- Assist other employees to ensure proper coverage and prompt guest service.

INTERNSHIPS
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.
WORKING EXPERIENCES

INTERNSHIPS
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
departures.
- 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.

REFERENCES

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!