Human Resources, Sales/Business Development, Training

MICHELLE LYN AVILA TAN

** *. ********* ****** ****. Dela Paz, Antipolo City, Philippines,1870

Cellular No. +63-906-******** / +63-917-*******

Email Address: ***********.***@*****.***

PROFESSIONAL EXECUTIVE SUMMARY

With over 10 years of hotel industry experience focused on Human Resources Division - Recruitment, Employee Relations, and Training & Development, Front Office, Sales & Marketing – sales of business solution to merchants, training, problem resolution & escalation and relationship management (post-sales).

EMPLOYMENT HISTORY

Pure Commerce (Singapore) Pte Ltd

(A Euronet Worldwide Company, USA)

Corporate Relationship Manager July 2013-Present

(Handling Singapore and Philippines)

Sales: Training of Bank Sales Managers on how to sell the business solution (Dynamic/Foreign Currency Conversion) to luxury hotel and retail merchants; Attending joint client calls with Sales Managers to offer/sell the solution.

Sales: Training of Hotel & Restaurant Merchants/Staff on how use and offer the business solution (Dynamic/Foreign Currency Conversion) to cardholders/guests.

Training & Development: Training of hotel, restaurant, retail sales, supermarket merchants’ cashiers/front office staff on how to offer Dynamic Currency Conversion and credit card system to hotel guests/cardholders. Training of Finance Team on the business solution and how to read reports and incorporate in their monthly reconciliation.

Relationship Management: Client management, problem resolution and designing of programs to increase merchant hit rate/sales for about 200-500 merchants for the Philippines, 50 merchants for Singapore.

Marketing: Thinking of ways to market the solution by proposing marketing collaterals to create awareness and incentive programs to Hotel merchant staff.

Operations: Problem resolution and monitoring via a ticketing system Zendesk and Mastercard’s Whizible system. Constant coordination with client’s IT, Operations and Project Teams as well as internal teams.

Business Development: Generating leads to offer the business solution and increase merchant acquisition and sales volume.

Royal Plaza On Scotts Singapore

511 guest rooms & suites / business deluxe city hotel located along Scotts Road, Central Business District in Singapore

Business Development Executive April 2012-July 2013

Sales & Marketing Department: Generating New Accounts/Leads, Client Management, Leads Conversion, Administrative Support to Director of Sales and Director of Business Development and System Data Maintenance)

Grand Hyatt Singapore

663 guest rooms & suites / de luxe city hotel located along Orchard Road, Central Business District in Singapore

Guest Service Officer April 2011- April 2012

(Front Office, VIP Team & Grand Club)

The Bakery Depot Pte Ltd, Singapore

Parent company of Cedele group of restaurants/bakery café with 25 branches all over Singapore

Senior Human Resources Executive October 2010-April 2011 (Recruitment & Payroll)

Hyatt Hotel and Casino Manila, Philippines

378 rooms / largest deluxe casino hotel located in the heart of Manila

Human Resources Officer December 2009-September 2010

(Recruitment & Benefits, Training & Development)

In charge of recruitment process (documents processing, interview scheduling, conducting interviews, an expert of Hyatt’s online recruitment system-TALEO, inputting new hires in HR Payroll System, etc.)

Handles leaves maintenance, new hire government forms applications, recordkeeping, change of status or movements of employees

Handles Practicum Training and conducts Practicum/Casuals Orientation

In charge of the upkeep of the notice board and scheduling of trainings for employees

Records accurate employee information such as personal data, compensation, benefits, tax data, attendance, performance reviews or evaluations, and termination date and reason in HR Payroll System.

Updates employee training records and facilitates/plans monthly training calendar.

Designed and launched the daily newsletter of the hotel last May 2010.

Renaissance Makati City Hotel, Manila, Philippines

(Managed by Marriott International Inc.)

698 rooms / de luxe city hotel located in Manila’s business district

Human Resources Officer May 2006-August 2008

Served as the Executive Assistant to the Director of Human Resources (Screened all calls, documents for DHR; Drafted memos and letters for DHR; Coordinated with government agencies and law firms on DHR’s behalf; Attended daily morning briefing with the Hotel’s General Manager in the absence of DHR)

In charge of Employee Relations (Monitored labor cases and disciplinary action served to associates; Prepared minutes of meetings and investigations on employees’ offenses)

Took part in Personnel Administration (Recruitment; Organized hotel-wide activities like Family Day and Annual Party attended by 500-1000 associates)

Took part in Training and Development (Prepared the Marriott-prescribed 3-day orientation for DHR every month; Trained new employees in telephone courtesy, grooming standards and empowerment; Counseled associates; Prepared memos on training schedules and reports; Supervised the Hotel’s Practicum Training for University students)

Supervised the Human Resources Clerk

Human Resources Associate August 2004-May 2006

In charge of Communications (Bulletin Board, Hotel Newsletter, Savvy Service Daily Packet)

Recordkeeping, Leaves Availment Monitoring of all Associates, Drafting memos and letters for the Director of Human Resources

Screened calls, documents for DHR; Drafted memos and letters for DHR;

Reported to the Human Resources Officer

Practicum Trainee March 2004-May 2004

(Finance, Human Resources, Sales & Marketing)

EDUCATIONAL BACKGROUND

Bachelor’s Degree : Bachelor of Science Degree in Tourism

Year Graduated: 2004

School / University: University of the Philippines - Asian Institute of Tourism

Location /Address: Diliman, Quezon City, Philippines

RELEVANT SEMINARS & TRAININGS ATTENDED

Learning Buffet, April 2012 & April 2013, Royal Plaza on Scotts, Singapore

Service Excellence 1-3, February & May 2010, Hyatt Hotel and Casino Manila

Hyatt On Orientation, Service Excellence 1 & 2, February 22-24, 2010, HHCM

Air Philippines Corporation, Cabin Crew/Flight Attendant Trainee

August 2008-October 2008 (Basic Class Batch 34)

Trained in survival swimming, firefighting, first aid and basic life support

First Aid & Basic Life Support & Survival Swimming (by Philippine National Red Cross)

-Certified & Trained in First Aid & Basic Life Support (2005-2009)

Effective Business Writing, Renaissance Makati City Hotel, Manila, April 2007

Marriott-Prescribed Trainings: Savvy Service Level II, Problem Free Stay, (January 2006)

OTHER ACHIEVEMENTS / CLUB MEMBERSHIP / AFFILIATIONS

UP Club for the Environment and Tourism

Asst. Secretary, AY 2003-2004

Head Coordinator for Special Events, AY 2003-2004

UP Interschool Business Association, Inc.

Event Coordinator, Silver Anniversary, January 2002

Communications Department, Asst. Manager, SY 2001-2002

Communications Department, Member, SY 1998-2001

New World Renaissance Multi-Purpose Cooperative

Education Committee Officer, 2005-2007

IT & SOFTWARE KNOWLEDGE

Proficiency in the Command of the English Language (IELTS Over-all Band Score: 8.0 Very Good)

Proficiency in MS Office Applications (Word, Excel & Powerpoint)

Proficiency in Outlook, Lotus Notes and Audio Video Presentations

Basic knowledge in Adobe Photoshop

PERSONAL INFORMATION

Date of Birth : 04 November 1982

Age : 32 years old

Nationality : Filipino

Civil Status : Married

Height : 5’4”

CHARACTER REFERENCES

Name: MR GEUEL AUSTE

Relationship/Company: FORMER DIRECTOR at NEW WORLD RENAISSANCE MAKATI CITY HOTEL, MANILA

(Currently Director of Human Resources at New World Makati Hotel)

Contact Number: 632-***-****

Email Address: *****.*****@**************.***

Name: MS NENABETTE “NINA” QUINTO

Relationship/Company: FORMER EMPLOYEE RELATIONS MANAGER at NEW WORLD

RENAISSANCE MAKATI CITY HOTEL, MANILA

(Currently Director of Human Resources at Hyatt City of Dreams Manila)

Contact Number: 632-***-****

Email Address: ****.******@*****.***

Name: MR ANTHONY SEBASTIAN

Relationship/Company: FORMER GENERAL MANAGER at HYATT HOTEL & CASINO MANILA

(Currently Senior Vice President –Hotel Management for Destination Resorts and Hotels, Langkawi, Malaysia)

Contact Number: (60-143******

Email Address: **************@*******.***

Name: MR IAN CRAWSHAW

Relationship/Company: FORMER OPERATIONS MANAGER at BAKERY DEPOT

(Currently working in Taipei, Taiwan)

Email Address: ***.********@*******.***

Name: MR EFFANDY KUMESS

Relationship/Company: CURRENT DIRECTOR OF SALES at

ROYAL PLAZA ON SCOTTS SINGAPORE

Contact Number: (65) 9738 2524

Email Address: *******.******@**********.***.**

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