KHINE MOE MOE WINT

**, ****** **** *** ****, Yangon

Home: 09+965038225, Cell: 09+783744937, email: adg0n4@r.postjobfree.com

Extremely creative, knowledgeable and resourceful Hotel General Manager who consistently delivers positive results that contribute to the mission and overall success of the hotel. Accomplished professional with proven track record of exceeding performance objectives by focusing on business revenues, guest and associate satisfaction and overall effectiveness and efficiencies.

Summary of Professional Experience

Reno Hotel (Yangon), Director of Sales & Marketing

2017 January – Present

New Aye Yar Hotel (Yangon), General Manager

2013 January – 2016 December

Hotel Yangon, Front Office Manager

2012 – 2013 January

KMA Hotel Group (Yangon), Sr. Sales Manager

2010 June – 2012

Sedona Hotel (Yangon), Front Office Manager

2010 April – 2010 June

Shangri-La Hotel ( Dubai), Room Controller

1997 – 2010

Movenpick Hotel (Doha), Front Office Supervisor

1997 February – 1997 November

Traders Hotel (Yangon)

Duty Manager (2005-2007), Front Office Supervisor (2004-2005), Service Associate (2001 March -2004)

2001 – 2007

Summary of Qualifications

• Over Sixteen years experience in hospitality industries

• Work with owner to increase hotel guest, utilizing relationships with government and international travel agencies

• Exceptional ability to communicate, both verbally and written, across all relationships - guests, vendors and co-workers.

• Fluent in English (read, write and speak).

• High level of proficiency with Microsoft Office and General Brand System.

• Remarkable ability to identify and resolve problems in a timely manner; develop alternative solutions; and use reason particularly in high stress and emotionally charged topics.

• Great ability to manage difficult or emotional customer situations; respond promptly to customer needs; and respond to requests for service and assistance.

• Proven ability to build positive team spirit.

• Profound ability to delegate work assignments and provide recognition for results.

• Strong ability to look for ways to improve and promote quality; demonstrate accuracy and thoroughness.

• Uncommon ability to prioritize and plan work activities.

Detailed Professional Experience

Reno Hotel

2017 January – Present

Director of Sales & Marketing

• Oversee and manage sales staff and reservation to ensure maximum revenue, promotional coverage and marketing opportunities are achieved.

• Works closely with revenue management and marketing functions, to develop strategies to maximise REVPAR and grow market share.

• Maintain and promote a team work environment with effective and clear communication amongst co-workers.

• Ensure best client service is being made available through communication amongst the team, cross training within the department and appropriate office coverage.

• Work with sales managers to ensure understanding of sales strategy and effective implementation of this strategy for the segment.

• Work with management team to create and implement a sales plan addressing revenue, customers and the market for the segment led by the DOS.

• Set example through professional, friendly attitude towards clients and co-workers, timely response to clients and co-workers needs and observance of sales office standard.

• Ensure hotel meets or exceeds budgeted goals.

• Follow and track company cross-sell procedures.

• Utilize company profile database to determine geographic areas for travel agent calls while maintaining top and existing travel agent accounts.

• Organize travel agent month and travel agent appreciation rates for slow months.

• Assist with the development and implementation of promotions, both internal and external.

• Create a focus on attracting new business.

• Update and own the sales strategy & sales plan with the General Manager.

• Review and approves any special corporate negotiated rates by signing the CVGR (Company Volume guaranteed rate) contract.

• Provide positive and aggressive leadership to ensure maximum revenue potential (e.g., sets example with personal booking goals).

• Leads on-property sales functions to build long-term, value-based customer relationships that enable achievement of hotel sales objectives.

• Recommend monthly room nights target goals for sales team members.

• Participate in sales calls with members of sales team to acquire new business and/or close on business.

• Develop and send informative press releases to targeted lists highlighting all activities and promotions.

• Maintain and expand corporate incentive program via direct mail, personal visits etc.

• Oversee and ensure the update of rates, promotions on hotel website, OTA's (Online travel agents), GDS etc. without any rate parity.

• Responsible for the training of sales managers and staff.

• Follow and promote hotel standards with guests, co-workers.

• Evaluates and drives the hotel’s participation in the various sales channels, Market Sales, Event Booking Centres, electronic lead channels, etc.

• Monitors all day to day activities of direct reports.

• Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence).

New Aye Yar Hotel, Yangon

2013 January – 2016 December

General Manager

• Work directly with the Board of Directors to manage all activities of the property including employees, maintenance, sales, and profit/loss controls.

• Set goals, motivate/ discipline employees; perform labor expense control, control of general expenses and resolve guest related issues in accordance with the company goals.

• Coordinate, direct and manage the hotel operation to achieve maximum profitability, ensure guest satisfaction, protect the financial aspects of the business and maintain the building.

• Direct and manage property operations to assure optimum performance and continual improvement in the five Key Result Areas (guest service, employees, sales/marketing, property appearance, and profit/financial control).

• Overview HR matters including interviewing, hiring, training, assigning work, coaching/counseling and performance appraisals.

• Ensure that product quality standards are met in all areas of the hotel as it relates to the appearance, levels of maintenance and cleanliness; establish and maintain preventative maintenance programs to protect the physical assets of the hotel.

• Consistently deliver results that contribute to the mission and overall success of the hotel by accomplishing performance objectives focused on business revenues, guest and associate satisfaction and effectiveness and efficiencies.

• Oversee the guest service function to ensure corrective action is taken to resolve guest complaints and ensure that superior guest service is delivered.

• Performed other duties and responsibilities as assigned.

Hotel Yangon

2012 – 2013 January

Front Office Manager

• Managed the Reception team to ensure that our guests received exceptional service and want to return.

• Ensured all guest requests were dealt with efficiently.

• Performed day to day running of Reception, ensuring check in and check outs ran smoothly and to all Excellence Hotels standards.

• Ensured all billing procedures were followed correctly and accurately at all times.

• Ensured Early and Late Shift procedures were followed correctly and accurately at all times.

• Ensured all reservations were taken correctly to hotel and Excellent Hotel standards, and inputted accurately.

• Maximized sales by ensuring whole team was aware of "Rate of the Day", and associated sales targets.

• Answered hotel switchboard and ensured that all queries were actioned or passed onto the relevant person in the Hotel.

• Responsible for ensuring the Night Auditor/Porter shifts were covered at all times.

• Performed training and management of the Reception and Nights team.

KMA Hotel Group

2010 June – 2012

Sr.Sales Manager

• Sell hotel guestrooms groups, catering services, and banquet facilities through direct client contact to maximize total rooms revenues and profits.

• Establish client base of organizations, associations, social, and corporate businesses through direct outside and inside sales effort for the purpose of securing business for the hotel to ensure that predetermined sales expectations are met and exceeded.

• Develop and maintain relationships with key clients in order to produce group business

• Negotiate guest room rates, meeting room rental, function space, and hotel services within approved booking guidelines.

• Confirm in writing to the client all requirements via sales contract.

• Conduct tours of the hotel and banquet facilities; entertain qualified potential clients in accordance with company and property policies and procedures.

• Attend and represent ABC Hotels & Resorts, Inc. at trade shows such as NCBMP, RCMA, and FAE

• Respond quickly to guest requests in a friendly manner

• Follow up to ensure guest satisfaction

Sedona Hotel, Yangon

2010 April – 2010 June

Front Office Manager

• Assisted the General Manager in directing and controlling the activities of the Front Office, Reservations, Guest Activities, and ensured adherence to the Excellence Hotel standards, policies and procedures.

• Ensured that qualified personnel were selected, hired and trained in all areas of responsibility.

• Ensured that all personnel were kept well informed of department objectives and policies.

• Ensured that the proper image was being maintained by all Team Members with respect to grooming and uniform standards.

• Supported and participated in all hotel programs, policies and procedures with special emphasis on the orientation of new employees.

• Displayed fair treatment with respect to disciplinary action and provided supportive documentations.

• Prepared all necessary forecasts; worked closely with Reservations, Front Office and Sales to maximize occupancy, rate and revenue.

• Kept all departments notified of any fluctuations in business levels, special guests, groups, etc.

• Established and maintained close working relationships with all departments of the hotel to ensure maximum cooperation, productivity, morale and guest service.

• Developed relationships with clients, return guests, group contacts etc. to provide maximum personalized guest service.

• Made suggestions for improvements in overall operations with an emphasis on increasing guest satisfaction, revenues as well as reducing costs.

• Monitored and analyzed the payroll for Rooms Division to ensure maximum effectiveness towards guests services while realizing full profit potential.

Shangri-La Hotel, Dubai

1997 - 2010

Room Controller

• Maintained awareness of undesirable persons on hotel premises.

• Contacted security where necessary.

• Ensured all closing duties for staff were completed before staff signed out.

• Conducted ongoing training with existing associates as necessary.

• Provided feedback to staff on their performance.

• Handled disciplinary problems and counseled employees.

• Fostered and promoted a cooperative working climate, maximizing productivity and employee morale.

• Prepared and submitted daily/weekly payroll records.

• Completed work orders for maintenance repairs and submit to Engineering.

• Contacted Engineering directly for urgent repairs.

• Documented pertinent information in department log book/daily checklist.

• Reviewed the arrival report for accuracy and completeness.

• Ensured that all VIPs were pre-registered according to standards.

• Monitored VIP arrivals.

• Worked closely with housekeeping to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.

• Printed special requests report and block according to specifications.

Movenpick Hotel, Doha

1997 February – 1997 November

Front Office Supervisor

• Oversaw operational functions consistent with the strategic plan, the fiscal budget, and the short term and long-term profitability objectives

• Monitored the delivery and measurement of guest service consistent with the service standards and brand attributes.

• Supervised assigned staff to include: hiring recommendations that encompass the Hotel's diversity commitment; training; coaching; performance feedback, recommending and administering discipline, and scheduling.

• Created a work environment that promoted teamwork, recognition, mutual respect and employee satisfaction.

• Provided ideas and suggestions for new products, services, technology and processes to ensure the Hotel'scompetitive position and in anticipation of changing customer needs within the dynamic hospitality and gaming environment.

• Performed all front office duties when necessary.

• Prepared front office activity reports for review.

• Scheduled employees based on volume, demand patterns and scheduled group travel arrangements.

• Participated in formulating selling strategies and rate structures.

• Performed quality control audits and ensured hotel credit policies were enforced.

Traders Hotel, Yangon

2001 – 2007

Duty Manager (2005-2007)

• Report to the Front Office Manager

• Direct supervision/management of the Reception team

• Handling of group accounts and other billing arrangements

• Liaising with Finance Department to settle bad debts

• Rostering, succession planning, and counseling of Reception Staff

• Responsible for Front Office Department in FOM’s absence

• Developed new training procedures for new and existing associates.

• Ensured each associate adheres to hotel standards.

• Managed operations of Front Desk & Bell Services & Traders Club Lounge

• Scheduled staff for coverage and processed payroll for the Front Office departments.

• Motivated guest services agents though constant feedback and incentives.

• Hands on in delivering exceptional Guest Service.

• In all incidents, provides management and department heads with reports and takes action to avoid repetition of any incidents, accidents, theft and complaints

Front Office Supervisor (2004-2005)

• Report to the Duty Manager

• Builds relationship with guests to delight and gain loyalty.

• Notes, collects and actions on any guests’ preferences.

• Ensures all interactions with guests are handled professionally and with care adhering to hotel’s policies and procedures.

• Supervises Front Office operation and workflow to maximize guests’ satisfaction.

• Conducts training of new staff when necessary.

• Supervises and guides Service Associates – Front Office to ensure that hotel’s policies and procedures adhered to.

• Checks house status and blocks vacant clean rooms for day’s arrivals.

• Prepares keys and welcome folders.

• Review next day’s arrivals and blocks rooms for any special requests, early arrivals, VIP guests and groups.

• Coordinates with Housekeeping on the turnover of rooms to ensure availability of vacant clean rooms upon guests’ arrival.

• Coordinates with In-Room Dining / Amenity Centre for delivery of guest amenities.

• Sets up and coordinates room maintenance programme with Housekeeping and Engineering.

• Plans for unexpected arrivals and disseminate information to relevant departments.

• Ensures that “Interface Lost Postings” are regularly checked and handles any relocation pledges follow through.

• Responsible for the inventory and control of stationery and collaterals for Front Office use.

Service Associate/Receptionist(2001 March -2004)

• To have knowledge of the operational systems at Front Office.

• To have knowledge of Shangri-La’s standard operating policies and procedures.

• To have knowledge of Shangri-La’s Programmes e.g. Golden Circle, FFP, Guest History.

• Builds relationship with guests to delight and gain loyalty.

• Ensures all interactions with guests are handled professionally and with care adhering to hotel’s policies and procedures.

• Notes, collects and actions on any guests’ preferences.

• Prepares groups arrivals and departures.

• Prepares for next days group arrivals and departures.

• Prepares Welcome Folders.

• Performs check-ins and check-outs efficiently.

• Performs cashiering functions efficiently.

• Handles all guests’ requests or enquires promptly and efficiently.

• Monitors “Interface Lost Postings” regularly.

EDUCATION

Masters of Business Administration (MBA)

Jinan University,Guangzhou

B.Sc(Physics)

University of Distance Education,Yangon,2003

Certificate in Front Office Operational Course

Hotel & Tourism Training Center,Yangon,1996

Trainer Skills I Certificate

Traders Hotel Yangon

Occupational First Aid (Level 1)

Shangri-La Hotel,Dubai

Supervisory Excellent Course Certificate

Shangri-La Hotel,Dubai

REFERENCES

• Ma Ma Naing Hoffman(Mrs)

Director of Human Resources

Traders Hotel Yangon

Tel:95 +1+ 242828

• Khin Maung Latt (Mr)

Board Of Director

New Aye Yar Hotel(Yangon)

Tel: 09-5002203

• U Aung Thar

Owner of Reno Hotel ( Yangon )

Tel: 09-5035575

Contact this candidate