Pauline Tan

sales and marketing

Manage assigned portfolio of accounts; Take all necessary actions to maximize GOP in the assigned portfolio; Continuous efforts to meet portfolio growth objectives; Serve as one point of contact for clients and communicate with them via phone / email to respond to questions and requests; Drive and strategize with Local and International Wholesalers into our hotels.; Strategize the business plan on the insight and behaviors of the portfolio by each geo source; Executing initiatives or packages to mitigate the need and maximize the demand periods; Respond to clients questions about property facilities / services (e.g. hours of operation, rates and room types, packages, promotions, vouchers restaurants etc); Solicit new accounts of key segments to build better funnel processes; Interact with clients in regards to leads, hotels needs and client requirements; Conduct site inspection for both guestrooms and meeting rooms including hotel facilities; Entertainment of clients in our F&B outlets when and where possible; Increase in overall hotel business conversion percentage; Establish strong relationships with clients to ensure repeat business; Create and manage company profiles in the PMS Opera System, ANAIS System; Make best efforts to upsell, drive additional revenue and incremental business for each event; Create and manage company profiles in the PMS Opera System, ANAIS System; Daily update of sales report in ANAIS System, DSR and show around report; Conduct research and collect data to prepare reports and documents; Respond to feedback from clients and provide after-sales support when required; Ensure compliance with health and safety, licensing laws and other legal regulations; Comply with hotel and department policies and procedures at all times; Assist with any other Sales & Marketing projects as requested Attend Roadshows Deputy to the Director of Sales, to hold the fort in Sales & marketing during his absence.

Respond to telephone/online catering sales enquiries Prepare and create catering quotations and assist clients up till confirmation of sales Assist clients in professional event planning, packaging and menu selection Update customer orders accurately in timely fashion and follow-up with Email confirmations. Provide excellent customer support and attend to all queries, issues and concerns raised Work closely with respective operation and culinary team to ensure completeness of all related admin and documentations (Orders, PO/DO, SOP, etc) Conduct property inspection with the Logistics team and recommend on set up planning of the function Identify, explore and develop new business opportunities to achieve continuous sales growth and targets Conduct market research and data analysis to identify potential clients Share feedback from existing customers or prospects with internal teams. Follow up, investigate and resolve customers’ feedback post event to improve quality and service for future events Adhere to company’s standard operating procedures Brainstorm creative ideas to improving catering services for clients Any other appropriate duties and responsibilities as assigned

Answer phone calls in a more professional manner and provide information about products and services as required by the callers Responsible for taking or cancelling orders, and obtaining details of customer complaints Keep records of interactions and transactions of customer, keeping record of details of customer complaints, inquiries, and comments Process orders, applications (SAP), and forms Render administrative support to other customer care team members when the need arises, or as instructed Follow up customers and their complaints; ensuring that customer’s requests are attended to accordingly Dealing with complaints and inquiries. Establish and monitor the standards for customer service in the company. This is achieved using a recognized and comprehensive benchmark Identify tasks critical to keeping customer satisfaction levels in check Network with various departments and groups that are involved in customer support, orders, and processing Ensure maximized productivity and minimized costs

Servicing of corporate accounts and developing new portfolios for Banking/Financial/Insurance/Real Estate/Management Consulting/Entertainment, Oil & Gas, LNG, Media, Entertainment, Japanese & Korea Markets, Shipping and PR/Advertising accommodation needs; Ensure the achievement of sales objectives on a monthly, quarterly and yearly basis Solicit group, transient and/or banquet business through action plan preparation and execution Establish parameters, quotes and negotiate prices, confirming by written contracts Maintain accounts, contact, activity and business details within Delphi, FDC Amadeus and Opera Sales & Catering Responsible for managing RFP process for all negotiated and new accounts under my portfolio Responsible to communicate new account information to reservations, Lanyon and GDS Work with GSO to gain maximum production from key accounts.

My main responsibility includes servicing of corporate accounts and developing new portfolios for Singapore, USA based companies and social functions accommodation needs; Develop accounts (new and existing)  Perform daily telephone solicitations to new and existing accounts/customers Conduct tours of property to potential customers which includes entertaining customers on property and during site inspections Compile information and feedback from corporate clients with regards to the hotel services in relation to: -client's needs and competitor hotel services, facilities and benefits. To executive sales plan with working knowledge of local competition To maintain adequate communication with other departments in the hotel so that the needs of the customers can be anticipated and met in an organised manner

I was responsible for business development on potential clients with recruitment needs for industries in Engineering, Electrical, Electronics, Shipping, Semiconductor, Healthcare and Insurance. I must conduct sourcing of candidates to match the skill sets. Upon carrying out the interview process, I have to assess candidates’ skill levels, manage offer procedures including reference checks assisted by the HR staffs, salary recommendations. I have to perform administrative duties on all office matters

Servicing of corporate accounts and developing new portfolios (handles Middle East, European based companies with headquarters based in France, UK, Spain, and Bahrain etc) ; Perform daily telephone solicitations to new and existing accounts/customers Maintain communication/relationship with Hilton Hotels and Resorts team members on RFP To executive sales plan with working knowledge of local competition Conduct tours of property to potential customers which includes entertaining customers on property and during site inspections Work closely with Reactive Sales and Catering Sales department on clients’ corporate and catering events to promote F&B revenue Coordinate all sales related activity through the direction of Director of Sales and Marketing Negotiate RFP contract rates with corporate accounts and submission of RFP through OnQ Excellent knowledge of Fidelio Sales & Marketing Develop accounts (new and existing) Participating in Hilton Road and presenting to TMCs

Servicing of corporate accounts and developing new Develop accounts (new and existing) which is segregated by geographical location (West, East and Central area) Perform daily telephone solicitations to new and existing accounts/customers To executive sales plan with working knowledge of local competition Conduct tours of property to potential customers which includes entertaining customers on property and during site inspections Work closely with Catering Sales department and Event Sales on clients’ corporate and catering events to promote F&B revenue Coordinate all sales related activity through the direction of Director of Sales and Marketing Negotiate RFP contract rates with corporate accounts Excellent knowledge of Fidelio Sales & Marketing

Servicing existing corporate accounts (Europe & Middle East) and develop new potential business Responsible for bringing in corporate meeting business As there was no Catering Sales department, we are responsible for coordinating the meeting and social events Submission of monthly Sales & Marketing Report to Director of Sales & Marketing