Melissa Tan
47 Clementi Road
Singapore, 129742
+65 9847 3521
melissa.tan@email.com
https://linkedin.com/in/melissatan92

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PROFESSIONAL SUMMARY
Dedicated and detail-oriented Front Desk Agent with over 5 years of experience in the hospitality industry. Proven ability to manage customer relationships, resolve conflicts, and enhance guest experiences through exceptional service. Skilled in crisis management and cross-selling, with a strong commitment to maintaining high standards of customer satisfaction.

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PROFESSIONAL EXPERIENCE

Front Desk Agent
Marina Bay Hotels, Singapore
January 2021 - Present
- Provide exceptional customer service to guests, ensuring a welcoming and efficient check-in and check-out process.
- Manage guest inquiries and resolve issues promptly, utilizing critical thinking and decision-making skills to enhance guest satisfaction.
- Implement cross-selling techniques to promote hotel services, resulting in a 15% increase in ancillary revenue.
- Collaborate with management to develop and execute crisis management protocols, ensuring guest safety and satisfaction during emergencies.

Guest Services Associate
Sentosa Resort & Spa, Singapore
June 2018 - December 2020
- Assisted guests with reservations, inquiries, and complaints, maintaining a high level of professionalism and courtesy.
- Developed strong customer relationships through effective communication and personalized service, leading to a 20% increase in repeat bookings.
- Trained new staff on customer service protocols and hotel policies, fostering a team-oriented environment.

Receptionist
Orchard Plaza Business Centre, Singapore
March 2016 - May 2018
- Managed front desk operations, including answering phones, scheduling appointments, and greeting visitors.
- Maintained accurate records of guest interactions and transactions, ensuring data integrity and confidentiality.
- Demonstrated adaptability and learning agility by quickly mastering new software and procedures.

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EDUCATION

Associate Degree in Hospitality Management
Singapore Institute of Tourism & Hospitality, Singapore
Graduated: May 2016

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SKILLS
- Customer Service
- Crisis Management
- Critical Thinking
- Customer Relationship Management
- Cross Selling
- Detail-oriented
- Decision Making
- Adaptability
- Learning Agility
- Program Management
- Commitment

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LANGUAGES
- English (Fluent)
- Mandarin Chinese (Fluent)

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ADDITIONAL INFORMATION
- Available for flexible scheduling, including weekends and holidays.
- Passionate about enhancing guest experiences and contributing to team success.