Eddie Lim

Hotel GM is expected to be a visionary, a financier, an operator, a marketer, and a mentor all in one. It's a role that demands immense dedication but offers the unique reward of leading a complex "city within a city" to success.

↪️Strategic Leadership & Financial Performance
↪️Guest Experience & Reputation Management
↪️Operational Excellence & Asset Management
↪️Team Leadership & Human Resources
↪️Sales, Marketing & Community Relations

Key Performance Indicators (KPIs) is a crucial Measured Against:
▶️Financial: GOP (Gross Operating Profit),
▶️RevPAR, ADR (Average Daily Rate),
▶️Occupancy %, Budget vs. Actual.
▶️ Guest: Guest Satisfaction Score (e.g., NPS), Online Review Scores (e.g., TripAdvisor Ranking).
▶️ Operational: Quality Assurance Scores, Health & Safety Audit Results.
▶️Team: Employee Satisfaction/Engagement Scores, Staff Turnover Rate.

As a Surveillance Officer, your primary responsibility is to monitor and observe
activities within a designated area to ensure the safety and security of the
premises. Here are some key aspects of the job scope as a Surveillance Officer:
1. Monitoring Surveillance Systems: Surveillance Officers are responsible for
monitoring surveillance cameras and other security systems to detect any
suspicious activities or security breaches. They must maintain a constant vigilance
and attention to detail to identify potential threats.
2. Reporting Incidents: Surveillance Officers are required to document and report
any incidents, violations, or irregularities observed during their surveillance duties.
This includes providing detailed reports to security management or law
enforcement as necessary.
3. Coordinating with Security Team: Surveillance Officers often work closely with
the security team to communicate and respond to security incidents effectively.
They may provide real-time information and support to security personnel on the
ground to address security concerns promptly.
4. Maintaining Security Procedures: Surveillance Officers play a crucial role in
upholding security procedures and protocols within the organization. They ensure
that all security measures are followed and take proactive steps to prevent security
breaches.
Overall, as a Surveillance Officer, your role is critical in ensuring the safety and
security of the premises by actively monitoring and responding to security threats.
Your keen observation skills, attention to detail, and ability to work effectively with
the security team are essential for success in this role.

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My key responsibilities and skills are as follows:
➡️Market Analysis:
Conduct thorough market research to identify trends, opportunities, and potential
competitors in the hospitality and travel industry.
➡️Strategic Planning:
Develop and execute business development plans that align with the overall goals
and objectives of the organization.
➡️Client Acquisition and Retention:
Identify and pursue new business opportunities, establish relationships with key
clients, and maintain strong partnerships to ensure customer satisfaction and
loyalty.
➡️Product Development:
Collaborate with the product or service development team to enhance existing
offerings or introduce new products/services that meet the needs of the target
market.
➡️Sales and Revenue:
Drive sales efforts to meet or exceed revenue targets, negotiate contracts, and
close deals with clients.
➡️Networking:
Build and maintain a strong network within the hospitality and travel industry,
attending conferences, events, and networking functions to establish and nurture
relationships.
➡️Risk Management:
Identify potential risks and challenges in the market and develop strategies to
mitigate them effectively.
➡️Team Collaboration:
Work closely with cross-functional teams, including marketing, operations, and
finance, to ensure seamless execution of business development strategies.
➡️Budgeting:
Manage and allocate budgets effectively to support business development
initiatives and maximize return on investment.

↪️Destination and Itinerary Planning:
I will assist clients in selecting and planning their travel destinations, creating
customized itineraries, and recommending attractions, accommodations, and
activities based on their preferences and budget.
↪️Travel Booking and Reservations:
I will handle travel bookings, including flights, hotels, transportation, tours, and
activities. This may involve researching and comparing options, negotiating prices,
and ensuring all reservations are confirmed.
Singapore
↪️Travel Documentation and Requirements:
I will inform clients about visa requirements, travel restrictions, and necessary
documentation for their chosen destinations. You may assist in obtaining visas,
passports, and other travel-related documents.
↪️Travel Insurance:
I will educate clients about the importance of travel insurance and help them choose
suitable insurance plans to protect their travel investments and provide coverage in
case of emergencies or unforeseen events.
↪️Customer Service and Support:
I will provide excellent customer service by addressing inquiries, resolving issues, and
assisting clients throughout their travel experience. This may include handling travelrelated
emergencies, changes in plans, or cancellations.
↪️Industry Knowledge and Trends:
I will stay updated on the latest trends, developments, and best practices in the
hospitality and travel industry. This includes knowledge of new destinations,
emerging travel trends, safety and security protocols, and specific requirements for
different types of travelers.
↪️Supplier Relationships:
I will establish and maintain relationships with travel suppliers, such as airlines, hotels,
tour operators, and transportation companies. Building strong partnerships allows
you to negotiate better deals and access exclusive offers for your clients.

IMy responsibilities may includeresidential, commercial, or mixed-use properties :
↪️Operations and Maintenance:
I will be responsible for ensuring that the properties are well-maintained and in
compliance with safety and regulatory standards. This involves coordinating repairs,
inspections, and preventive maintenance activities
↪️Tenant Relations:
I will be the main point of contact for tenants, addressing their concerns, resolving
disputes, and ensuring their satisfaction. This includes handling lease agreements,
rent collection, and tenant retention strategies.
↪️Financial Management:
I will oversee the financial aspects of property management, including budgeting, rent
collection, expense management, and financial reporting. This involves analyzing
financial data and making informed decisions to maximize profitability and minimize
costs.
↪️Property Marketing and Leasing:
I may be involved in marketing and leasing activities, such as advertising available units,
conducting property tours, screening potential tenants, and negotiating lease
agreements.
↪️Vendor and Contractor:
I will collaborate with external vendors and contractors for property maintenance,
repairs, and renovations. This includes sourcing and evaluating service providers,
negotiating contracts, and ensuring quality work.
↪️Compliance and Legal Matters:
I will ensure that the properties comply with local, state, and federal regulations. This
includes keeping up-to-date with relevant laws, handling legal issues, and maintaining
necessary permits and licenses.
↪️Strategic Planning:
I may be involved in long-term planning for property development, expansion, or
renovation projects. This includes assessing market trends, identifying investment
opportunities, and implementing strategies to enhance property value.

➡️Financial Performance:
Increased total hotel revenue by 5% in 2019 through strategic pricing and new package offerings.
Grew RevPAR (Revenue Per Available Room) by 5% year-over-year, outperforming the competitive set by 5%.
Reduced operational costs by 8% through efficient labor scheduling and vendor contract renegotiations.
➡️Guest Experience:
Elevated the hotel's TripAdvisor ranking within 5 months.
Improved guest satisfaction scores (GSI) from 50% to 65% by implementing a a new staff empowerment program and a guest feedback loop system.
Introduced a personalized welcome amenity program, resulting in a 15% increase in
positive mentions in online reviews.
➡️Revenue & Occupancy:
Implemented a dynamic pricing strategy using RMS, increasing ADR (Average Daily
Rate) by 10%.
Grew direct bookings by 10% through a revamped website and a

➡️Financial Performance:
Increased total hotel revenue by 10% in 2017 - 2018 through strategic pricing and
new package offerings.
Grew RevPAR (Revenue Per Available Room) by 12% year-over-year, outperforming
the competitive set by 5%.
Reduced operational costs by 8% through efficient labor scheduling and vendor
contract re-negotiations.
➡️Guest Experience:
Elevated the hotel's TripAdvisor ranking within 18 months.
Improved guest satisfaction scores (GSI) from 82% to 94% by implementing a new
staff empowerment program and a guest feedback loop system.
Introduced a personalized welcome amenity program, resulting in a 25% increase in
positive mentions in online reviews.
➡️Revenue & Occupancy:
Implemented a dynamic pricing strategy using RMS, increasing ADR (Average Daily
Rate) by 15%.
Grew direct bookings by 30% through a revamped website and a "Book Direct"
campaign, reducing OTA commission costs.
Developed and launched themed weekend packages that increased off-peak
occupancy by 22%.
➡️Leadership & Operations:
Recruited, trained, and mentored a team of 5 department heads and 70+ staff,
reducing staff turnover by 15%.
➡️Key Achievements:
Played a key role in the hotel's pre-opening team, developing SOPs and recruiting the
inaugural staff.
Managed the hotel's inventory and rate structure on major OTAs, leading to a 15%
increase in OTA-driven revenue.
Implemented a cross-training program between front desk and concierge, improving
departmental efficiency and guest service resolution times.

As the GM, my job is ultimately to ensure each department in the hotel has their
financial plan. I am also responsible to ensure the plan is executed on a consistent basis
with a high level of success.
↪️ To constantly review and adapt to the specific features and requirements of our
target market segments: corporate guests, business guests, accompanied by their
families, or individual guests
↪️ To apply a personalized approach to the marketing environment particulars
development and updating of the strategy for communication with our competitors,
partners and the sectors which constitute our target markets on both national and
international level. I am currently focusing on the Asean and Europe mainly.
↪️ To develop and enhance our hotel structure, paying attention to each type of
services offered business, accommodation, food and beverage, entertainment, sport,
recreation, wellness.
↪️To ensure invariable high standards of the hotel facilities in compliance with out
category, the modern trends in the hospitality industry and the related sectors.
↪️To contribute in all times to our hotel team zest for personal development, training and
high motivation.
↪️To revise regularly our goals, their integrity, the actual results achieved and to update these
in accordance with the changing environment.
↪️ Oversee the management & operations of the hotel
↪️ Achieve budgeted Occupancy and Average Room Rate ( ADR ) levels through revenue
management activities
↪️Preparation & implementation of hotel business plans to Market the property
↪️ Develop and implement the hotel business sales & promotion plans (increase overall
occupancy, turnover & EBIT
↪️Identify opportunities for incremental business & negotiate to secure reservations
↪️Financial Management setting budget targets, revenue, expenditure & productivity

➡️Financial Performance:
Increased total hotel revenue by 18% in 2012 - 2014 through strategic pricing and new
package offerings.
Grew RevPAR (Revenue Per Available Room) by 15% year-over-year, outperforming the
competitive set by 10%.
Reduced operational costs by 8% through efficient labor scheduling and vendor
contract renegotiations.
➡️Guest Experience:
Elevated the hotel's TripAdvisor ranking within 18 months.
Improved guest satisfaction scores (GSI) from 60% to 75% by implementing a new staff
empowerment program and a guest feedback loop system.
Introduced a personalized welcome amenity program, resulting in a 20% increase in
positive mentions in online reviews.
➡️Revenue & Occupancy:
Implemented a dynamic pricing strategy using RMS, increasing ADR (Average Daily Rate)
by 15%.
Grew direct bookings by 20% through a revamped website and a "Book Direct"
campaign, reducing OTA commission costs.
Developed and launched themed weekend packages that increased off-peak
occupancy by 15%.
➡️Leadership & Operations:
Recruited, trained, and mentored a team of 5 department heads and 80+ staff, reducing
staff turnover by 15%.
➡️Key Achievements:
Played a key role in the hotel's pre-opening team, developing SOPs and recruiting the
inaugural staff.
Managed the hotel's inventory and rate structure on major OTAs, leading to a 15%
increase in OTA-driven revenue.
Implemented a cross-training program between front desk and concierge, improving
departmental efficiency and guest service resolution times.

This include residential, commercial, or mixed-use properties.
My responsibilities may include:
1. Operations and Maintenance:
I will be responsible for ensuring that the properties are well-maintained and in compliance
with safety and regulatory standards. This involves coordinating repairs, inspections, and
preventive maintenance activities.
2. Tenant Relations:
I will be the main point of contact for tenants, addressing their concerns, resolving disputes,
and ensuring their satisfaction. This includes handling lease agreements, rent collection, and
tenant retention strategies.
3. Financial Management:
I will oversee the financial aspects of property management, including budgeting, rent
collection, expense management, and financial reporting. This involves analyzing financial
data and making informed decisions to maximize profitability and minimize costs.
4. Property Marketing and Leasing:
I may be involved in marketing and leasing activities, such as advertising available units,
conducting property tours, screening potential tenants, and negotiating lease agreements.
5. Vendor and Contractor:
I will collaborate with external vendors and contractors for property maintenance, repairs,
and renovations. This includes sourcing and evaluating service providers, negotiating
contracts, and ensuring quality work.
6. Strategic Planning:
I may be involved in long-term planning for property development, expansion, or
renovation projects. This includes assessing market trends, identifying investment
opportunities, and implementing strategies to enhance property value.
Overall, as the Head of Property Management, my responsibilities is to ensure the smooth
operation, profitability, and value enhancement of the properties under Colliers
Management Protocol

My role of a Hotel Night Manager is a critical leadership position that serves as the senior
authority for the entire hotel operation.
My responsible for ensuring a safe, secure, and seamless environment for all guests and
crew during the night. As I represent the hotel's management and have the authority to
make critical decisions.
1. Guest Safety & Security is my #1 Priority
↪️Overall Safety:
Acting as the Incident Commander for any overnight emergency (fire, medical, security
threat).
Which I must be thoroughly familiar with all emergency procedures.
↪️Security Liaison:
Working closely with the security team, monitoring CCTV and alarm systems, and
authorizing any necessary actions.
↪️Access Control:
Ensuring that only registered guests and authorized personnel have access to the hotel
facilities, especially guest floors.
↪️Patrols:
Conducting regular, discreet walk-through of key public areas to ensure everything is
secure and in order.
2. Guest Services & Relations
↪️Front Desk Oversight:
I handle escalated issues they cannot resolve.
↪️Problem Resolution:
I handle for any major guest complaint or incident that occurs
↪️Arrivals & Departures:
Handling late check-ins, early departures, and managing any issues with room
allocations or reservations (overbooking).
3. Night Audit Supervision & Financial Integrity
↪️Overseeing the Process:
While the Night Auditor team runs the technical "night audit," I will responsible for
ensuring it is completed accurately and on time.
↪️System Closure:
Authorizing the close of the hotel's financial day in the Property Management System
(PMS).
↪️Report Review:
Reviewing key audit reports (daily revenue, occupancy, discrepancies) and preparing a
summary for the day managers.
4. Operational Management & Communications
↪️Department Liaison:
I am the central communication point for all overnight departments, including Security,
Engineering, and Room Service (if available)

Core Areas of Responsibility
1. Guest Financial Services & Accounting
↪️End-to-End Guest Accounts: Oversee the management of all guest accounts (folios) from
embarkation to disembarkation.
↪️Payment Processing:
Handle the settlement of guest accounts at the end of the voyage, accepting cash, credit
cards, and traveler's checks. This includes authorizing and batching credit card transactions.
↪️Foreign Exchange:
Manage currency exchange services for guests, ensuring accurate rates and secure
handling of multiple currencies.
↪️Problem Resolution:
Address and resolve any billing disputes or issues guests may have with their onboard
charges.
2. Cash Management & Security
↪️Float Management:
Establish and maintain accurate cash floats for all revenue outlets
↪️Daily Reconciliation:
Supervise the daily "turn-in" process where all revenue-generating departments deposit
their daily takings.
↪️Bank & Safe Custody:
Maintain the ship's main safe (or "float safe") and be responsible for its contents, which can
include large amounts of cash, passenger passports,.
3. Team Leadership & Administration
↪️Staff Management:
Schedule, train, and supervise a team of Assistant Cashiers and Front Desk staff involved in
financial transactions.
↪️Policy & Procedure:
Ensure strict adherence to all company financial policies, internal controls, and audit
procedures. This is crucial for preventing fraud and loss.
↪️Reporting:
4. System & Technical Operations
↪️Point-of-Sale (POS) Systems:
Have a deep understanding of the ship's integrated POS and property management system
(like Opera, Fidelio, or others) to troubleshoot issues and ensure data integrity.
↪️System Open/Close:
Responsible for opening and closing the financial sailing in the system at the start and end
of each cruise.

Responsible for the verification and reporting of all hotel revenue, the review of the
corresponding back-up and the preparation of the Daily Revenue Report. The job of Income
Auditor is executed satisfactorily when: All revenues for the day have been reviewed and
checked for accuracy.

Responsible for the verification and reporting of all hotel revenue, the review of the
corresponding back-up and the preparation of the Daily Revenue Report. The job of Income
Auditor is executed satisfactorily when: All revenues for the day have been reviewed and
checked for accuracy., Monitor Credit Term & Policy

Responsible for the verification and reporting of all hotel revenue, the review of the
corresponding back-up and the preparation of the Daily Revenue Report. The job of Income
Auditor is executed satisfactorily when: All revenues for the day have been reviewed and
checked for accuracy.

Responsible for the verification and reporting of all hotel revenue, the review of the
corresponding back-up and the preparation of the Daily Revenue Report. The job of Income
Auditor is executed satisfactorily when: All revenues for the day have been reviewed and
checked for accuracy.

As a Receptionist's duties and responsibilities include greeting visitors, helping them navigate
through an office, and supplying them with refreshments as they wait. In addition, they
maintain calendars for appointments, sort mail, make copies, and plan travel arrangements.

Fourchette Fine Dining Restaurant.
Supervise Waitstaff
Oversee the daily activities of waiters and ensure smooth dining service.
Assign tables, tasks, and service sections to each waiter.
Train and mentor new waiters on service standards and customer interaction

Guest Service
Greet guests courteously and confirm their order details.
Offer to explain dishes or assist with additional needs (extra cutlery, condiments, etc.).
Ensure guest satisfaction before leaving the room and respond to any additional requests.