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Work Background
IHG Hotels & ResortsSenior Manager, Quality Evaluation & Audit, Europe, Middle East, Asia & Africa (EMEAA)
Aug. 2020SingaporeBuild brand integrity through the measurement of brand standards, designed to drive the consistent improvement in the delivery of our brands in EMEAA. Three key accountabilities: - Overall management of the EMEAA Quality Evaluation process, including management of the schedule, liaison with stakeholders, e.g. Brand teams, Operations and Risk Management, hotel GMs etc. - Ownership and definition of Quality policies and processes - Embedding of Quality processes to support the delivery of Quality metric to achieve annual targets in-region - Management of the Deloitte/any appointed vendor contract and relationship - Accountability for management of the Quality professional fees budget
InterContinental Hotels GroupBrand Manager - Luxury & Lifestyle Brands, Asia, Middle East & Africa (AMEA)
Apr. 2013 - Feb. 2016Work closely with the Director, Brand Management to deliver the InterContinental Hotels & Resorts and Hotel Indigo's strategy and positioning in Asia, Middle East and Africa inclding a clear definition, monitoring and evaluation of the brands through qualitative and quantitative research, guest experience, product development and innovative enhancements.
IHG (Thailand) LimitedDirector, Hotel Opening Performance, South East Asia
Oct. 2011 - Mar. 2013Bangkok, ThailandI am responsible for assisting the Director Commercial for new hotel opening’s and rebranded hotels in the South East Asia region (covering 8 countries), to ensure that all sales and marketing activities during the pre-opening stage are delivered, on the books performance pre-opening is delivered and then the performance of the hotel post opening (ramp up) is optimised and delivered to expectations. This role leverages and maximises the IHG systems to ensure out-performance of system and channel delivery expectations through working closely with regional, sub-regional and global functions and teams to ensure speedy ramp and delivery on budgets. In conjunction with the Director, Commercial the role will take ownership and repsonsibility for delivering on RevPAR and RGI targets for all new opening hotels for the initial ramp up period and first full annual year of budget. Provides functional direction to on-property hotel sales and marketing staff of identified need or ‘red flag’ hotels to optimize opportunities through proactive planning and execution of marketing and sales strategies and plans, which ultimately stimulate demand, optimize revenue performance and generate market share for brands/hotels. I am also responsible for implementing, maintaining and measuring sales standards, processes and best practise for SEA that will enable maximum performance from both the on and above property Sales Teams.
IHG (Thailand) LimitedDirector, Hotel Sales & Marketing Effectiveness, Thailand, Indochina & Maldives
Nov. 2010 - Sep. 2011Bangkok, ThailandResponsible for assisting the Director Commercial for new hotel opening’s and rebranded hotels in the Thailand, Indochina, Maldives region, to ensure that all sales and marketing activities during the pre-opening stage are delivered, on the books performance pre-opening is delivered and then the performance of the hotel post opening (ramp up) is optimised and delivered to expectations. This role leverages and maximises the IHG systems to ensure outperfromance of system and channel delivery expectations through working closely with regional, sub-regional and global functions and teams to ensure speedy ramp and delviery on budgets. In conjunction with the Director, Commercial the role will take ownership and repsonsibility for delivering on revpar and RGI targets for all new opening hotels for the initial ramp up period and first full annual year of budget.
InterContinental Hotels Group (IHG®)Manager, Hotel Opening Performance, Distribution & Relationship Marketing
Mar. 2009 - Oct. 2010SingaporeI am responsible for systems and website build of all opening/rebranded/converted properties within Asia Australasia (SEA, Southwest Asia, Australia, New Zealand, Japan & Korea). The main objective is to move pre-opening to pre-sell even before they open as far as 6 months out; thus assist in ramping up revenue via our IHG channels; WEB and CRO. I will also support in maximising all opportunities via our other channels in Distribution and Relationship Marketing for pre-opening hotels.
InterContinental Hotels GroupEvents Manager
Mar. 2008 - Feb. 2009SingaporeOrchestrates the day to day execution of the strategic plan for and tactical administration of the Asia Pacific Leadership Conference – attendees to the Conference comprises of key hotel owners, hotel General Managers, IHG senior executives, media and industry pundits - approx. 500 persons
Crowne Plaza Kuala LumpurCrowne Meetings Director
Jan. 2004 - Dec. 2008Ensure all meetings inquiries are handled within Meetings Success standard procedures and always meet 2 hour turnaround standard. Able to achieve an increase of 27% in catering revenue in 2006 versus 2005 and achieve an increase of 35% for 2007 versus 2006 Ensure compliance to Crowne Plaza Keys (Brand Standards) mandatories and implementation of new standards. Recognised as a model Crowne Plaza re-branding success story and a model Crowne Meetings Team for new Crowne Plazas with the support of a team of 11 persons.
IHG Hotels & ResortsSenior Manager, Quality Performance, Europe, Middle East, Asia & Africa (EMEAA)
Singapore• Tracking and reporting of the compliance level for IHG Clean Promise verification programme to ensure that the culture of clean is positively instilled in IHG hotels around the world for the well-being and safety of our guests post COVID-19. Witnessed a 3pts increase in Room Cleanliness Guest HeartBeat Index as of Dec 2020. • Successfully implemented the Luxury Mystery Shop programme for our luxury brand, InterContinental Hotels & Resorts across 104 properties (including 17 resorts) in Europe, Middle East, Asia & Africa. • Experience in content development across multiple guest journey touch points incorporating an end-to-end experience from booking/reservations to departure. Also includes the premium Club InterContinental experience. • Setting of KPIs for the programme with a heavier weightage on emotional engagement with the aim to drive continuous improvement in luxury service delivery. • The Mystery Shop programme has been instrumental in more than 10% increase in delivery of luxury brand service behaviours and an increase of 4.6% in luxury benchmark scores from Wave 1 to 2 in 2019. • Set-up and analyse internal benchmarking within IHG luxury portfolio, in comparison with our Medallia Guest Satisfaction data as well as Guest Satisfaction index on social media platform. • Set-up and analyse external benchmarking data within a pre-defined competitor set to ensure our luxury brand remains competitive in the market. • Experience in working with external service provider (LQA) for Mystery Guest programme with a focus on project deliverables, on-brand and on-budget. Managing a global RFP process with the ultimate selection of a service provider to deliver the best value add for IHG. • Experience in communicating and collaborating with various internal stakeholders in different countries. ranging from GMs, Operation, Brand, Learning & Development, Procurement and General Managers community towards the implementation of the Mystery Shop programme.
IHG Hotels & ResortsSenior Manager, Brand Experience, Asia, Middle East & Africa (AMEA)
SingaporeLed guest experience, emotional brand connection and service differentiation across luxury and lifestyle brands spanning more than 400 hotels in Asia, the Middle East, India and Africa. • Developed guest journeys, service hallmarks and storytelling frameworks to strengthen emotional brand connection
• Designed and rolled out brand immersion, training and recognition programmes across markets
• Built a luxury service culture model for InterContinental adaptable to local market nuances
• Partnered with Deloitte LRA and Ipsos to apply data-led insight to experience design and activation
• Co-designed the Profit & Loss framework, pricing logic and experience proposition for Club InterContinental 2.0 Key Results:
• Delivered +15% revenue growth in year one of Club InterContinental 2.0
• Increased Guest Love by +2.1 points across pilot properties
• Delivered 15% uplift in satisfaction, recommendation and brand image
• Increased brand differentiation by approximately 3 points
• Scaled service culture initiatives across 70+ luxury and lifestyle hotels
IHG Hotels & ResortsRegional Lead / Senior Manager, Quality Audit, Europe, Middle East, Asia & Africa (EMEAA)
SingaporeLed customer experience, brand performance and service quality across one of IHG’s largest regions, covering more than 1,200 hotels across luxury, lifestyle, premium and mainstream brands in over 100 countries across Europe, the Middle East, Asia and Africa. • Led regional brand and customer experience performance across a highly diverse, multi-market portfolio
• Designed and implemented a regional performance system integrating guest insight, reputation, operational and brand data
• Collaborated on the development of executive dashboards and scorecards to support decision-making, prioritisation and investment focus
• Built a luxury-specific mystery shopping and service performance model aligned to brand standards and frontline execution
• Led a regional performance network of 20+ leaders and specialist external partners across multiple cultures and markets
• Established governance, cadence and accountability to ensure sustained performance improvement Key Results:
• Delivered +7 points increase in Guest Love
• Achieved +3.5 points uplift in service satisfaction score
• Improved key luxury service behaviours by 10%
• Lifted luxury brand benchmarks by +4.6 points
• Delivered 20% year-on-year improvement in quality metrics
• Established a scalable model adopted across 1,200+ hotels, strengthening brand equity, loyalty and owner confidence
IHG Hotels & ResortsDirector of Commercial for New Hotel Openings, South East Asia (SEA)
SingaporeLed premiumisation, market entry and performance ramp-up across multiple brands including InterContinental, Crowne Plaza, Hotel Indigo and Holiday Inn Express in Asia, Middle East and Africa. • Built a digital brand standards platform adopted by 150+ hotels to accelerate adoption and reduce friction
• Created commercial activation playbooks for general managers and hotel leadership teams
• Supported performance ramp-up for 11 hotel openings, including the regional launch of Holiday Inn Express Key Results:
• Achieved +10% year-on-year growth in owner signings
• Delivered minimum 10% revenue uplift within three months of hotel opening
• Activation playbooks adopted globally across more than 3,000 hotels
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