Summary
Overview
Work History
Education
Skills
Languages
English and Mandarin
Timeline
Generic

Yeok Chyi (Angelina) Phua

Hospitality Learning & Development Professional
Singapore

Summary

UNIQUE VALUE PROPOSITION

► I deliver solid results in Global Learning and Development, with nearly a decade of experience in quality assessment, leadership roles guiding training and organizational development for highly successful companies.

► My success is driven by my ability to build highly effective strategies that strengthen the skills and awareness of staff at all levels, leading to direct improvements in operations, client service, and productivity.

FUN FACT ABOUT ME

My first job was working as an ice cream scooper for Häagen-Dazs and I've been working in hospitality ever since. When you go through my CV, the first question in your mind may be, "How did you end up in Learning & Development? What's the connection?"

My passion for the industry starts from Food and Beverage, and I’ve made sure to have an all rounded experience through Rooms Division and finally in Sales & Marketing. Interestingly, no matter which department I move to, I always get audited. However, as a junior staff, I was never explained why did we get audits and how was it important? Finally, one day, I decided to move to the other side and joined a quality assessment company.

As a QA auditor, I've learnt how a corporate team designed the brand image and service culture that were supposed to enhance their unique identify. However, for some reason, all properties became cookie cutters and delivered the same type of expected service regardless of the brand. As I travel across Asia Pacific, more and more properties asked if I could spend more time with them to give insights on what they can do to meet the brand standards.

That was when I realized it was no longer enough for me to audit and leave. I want to be part of a solution and not just create problems for the properties. I want to assist with the property's growth, help them discover their strengths and develop strategies for them to truly fulfil their brand mission and guest expectation.

This is how I joined Forbes Travel Guide as Executive Trainer. Even though I'm very proud with my training partners and their total achievement of 21 Five-Stars in my 4.5 years career as a Learning & Development professional, I like to say achieving a Five-Star Rating is the result of everyone's hard work. To really succeed in the hospitality industry and particularly in the luxury sector, one must always find the strength to continuously inspire each other, be creative, be flexible and work towards that organic emotional engagement with our guests and colleagues.

Overview

2
2
Languages
9
9
years of post-secondary education
14
14
years of professional experience

Work History

Director of Learning & Development, Asia Pacific

Forbes Travel Guide
Singapore , Singapore
2019.01 - Current

· Perform and execute the duties expected of a Forbes Travel Guide Executive Trainer

· Specialized in leadership development programs focused on culture, training, and consulting services for integrated resorts

· Recruit, on-board, train and manage the new hire process of all Learning & Development Executive Trainers in Asia Pacific

· Create, manage and oversee performance development milestones – 30-day, 90-day, 1-year review for all new Executive Trainers

· Manage performance improvement plans as needed and ensure legal compliance

· Track Executive Trainer’s comprehension of the standards, identify inconsistencies and conduct scheduled re-training calls to ensure a high level of consistency

· Track and report quarterly training costs

· Owns thought leadership on revenue generating ideas and focus on other ways to drive revenue, as well as the supporting content

· Develops training programs with partners outside of the hospitality industry

· Assists SVP, Learning & Development in answering questions and scheduling consultations, as requested by Partner Services, for clients in need of specialized blend approach programs integrating different learning modules, such as coaching, classroom instruction, online learning and action learning

· Maintains up-to-date new trends and materials pertinent to training in the hospitality industry and advising SVP, Learning & Development on issues related to training and development

Executive Trainer

Forbes Travel Guide
Singapore , Singapore
2016.06 - 2019.01

· Conduct hospitality service training for luxury hotels, spa and fine dining restaurants according to the Forbes Travel Guide standards. Past & Current clients include

- Wynn Palace and Wynn Macau

- Altira Macau

- Studio City Macau

- Nüwa Macau

- Morpheus Macau

- MGM Macau and MGM Cotai Macau

- The Ritz-Carlton, Macau

- The Ritz-Carlton, Tokyo

- The Ritz-Carlton, Osaka

- The Ritz-Carlton, Hong Kong

- Four Seasons Hotel Macao,

- Capella Singapore

- Capella Sanya

- Les Amis

- InterContinental Singapore

- The Fullerton Hotel & The Fullerton Bay Hotel

- The Bulgari Bali

- COMO Shambhala Estate Bali

- The Capitol Hotel Tokyu

- Genting Highlands

- The Peninsula Hong Kong

- The Peninsula Manila

- The Murray Hong Kong

- Island Shangri-La, Hong Kong

- The St. Regis Hong Kong

- EDITION Sanya

- EDITION Shanghai

- EDITION Tokyo Toranomon

- JW Marriott Hotel Nara

- JW Marriott Hotel Singapore

- Prince Kyoto Takaragaike

- Prince Gallery Tokyo Kioicho

- Takanawa Hanakohro

- Hotel The Mitsui Kyoto

- Seiryu Kyoto Kiyomizu

- Sands China

- Solaire Manila

- OKADA Manila

- City of Dreams Manila

- Darling Sydney

· In the 4.5 years as Executive Trainer, I am part of the key driving force in training efforts with the following training partners and has achieved a total of 21 Five-Stars from 2018 to 2020.

- Wynn Palace Macau (Hotel, Spa and 5 Fine Dining Restaurants)

- Morpheus Macau (Hotel, Spa and 2 Fine Dining Restaurants)

- Nüwa Manila (Hotel)

- OKADA Manila (Hotel)

- The Capitol Hotel Tokyu (Hotel)

- The Ritz-Carlton, Tokyo (Hotel)

- Prince Gallery Tokyo Kioicho (Hotel)

- Takanawa Hanakohro (Hotel)

In the 2020 Ratings award announcement, Sichuan Moon by Andre Chiang at Wynn Palace achieved Best Restaurant of the Year with score of 99.22% and Morpheus Spa achieved Spa of the Year with score of 99.50%.

· Create exercises, curriculum and agenda according to client needs and goal

· Provide post-training follow-up plan and observation report according to client requirement

· Conduct global evaluations according to the Forbes Travel Guide standards

Operations Manager

LRA by Deloitte
Singapore
2015.05 - 2016.05

· Team Trainer and Brand Liaison for Starwood Asia Pacific, Wyndham Hotels & Resorts Greater China and Banyan Tree Hotels & Resorts

· Participates in hiring, recruiting and training of all new hires for their assigned account, in coordination with Senior Operations Lead and Director

· Ensure regional staff utilization by working closely with the Logistics Coordinator to ensure maximum productivity

· Contribute to the gross profit margin optimization on each account by closely managing staff utilization, logistics and minimizing/controlling all travel costs, and other direct client related costs

Conduct both brand and experiential assessments for clients such as Starwood Asia Pacific, Banyan Tree Hotels & Resorts, Minor Group, Worldhotels, Preferred Hotel Group, Accor Hotels & Resorts and Hyatt International

Senior Consultant

LRA Worldwide
Singapore
2015.02 - 2015.05

· Key Brand Liaison and Team Trainer for Starwood Asia Pacific and Banyan Tree Hotels & Resorts

· Responsible for all client interaction, staffing and program deployment under the directions of the Operations Manager

· Responsible for conducting audit and inspection evaluations, attending client meetings and participating in client programs

· Responsible for consistently motivating the consultant team, for maintaining positive morale and designing incentive/motivational program for the consultants

· Ensures consistency with Consultants from one evaluation to the next; including randomly reviewing Consultant reports, in addition to coaching and shadowing Consultants in the field as prescribed.

Conduct both brand and experiential assessments for clients such as Starwood, Banyan Tree Hotels & Resorts, Minor Group, Preferred Hotel Group, Accor Hotels & Resorts and Hyatt International

Consultant

LRA Worldwide
Singapore
2012.05 - 2015.02

· Team Trainer and Brand Liaison for Banyan Tree Hotels & Resorts

· Conducts Quality Assurance Assessments for Starwood Asia Pacific and Hyatt International

· Brand Champion and Trainer for Sheraton, Luxury Collection and St. Regis brands

· Conducts Emotional and Brand inspections for Minor Hotel Group

· Trainer and auditor for properties under Accor Hotels and Preferred Hotel Group

Business Development Executive

Sheraton Towers Singapore
Singapore
2010.05 - 2011.04

· Generating quality leads that resulted in actual sales

· Creating presentations to promote hotel services and facilitates and develop new market opportunities

· Assisted in establishing Policy & Procedure per quarter for customer and department improvement

· Maintained key government accounts and executed prominent government events by MUIS, Ministry of Health and MCYS

Exceeded personal social and wedding budget by the second month of employment

Catering Sales Coordinator

The St. Regis Singapore (Pre-opening team)
Singapore
2007.09 - 2008.10

· Delphi Champion

· Supported daily operation needs for Catering Sales Managers and Event Managers

· Responsible for establishing and maintaining good contact with business partners

· Experienced in planning and preparing menus in the pre-opening time

· Responsible in conducting a full site inspection for both guestrooms and function rooms in the absence of managers (corporate / social)

Responsible and experienced in all coordinator related work

Sales Coordinator

Singapore Marriott Hotel
Singapore
2006.06 - 2007.09

· “Employee of The Month” for October 2006

· Nominee of “Employee of The Month” for September 2006

· Assist to the Business Development Manager and Sales Centre Manager

· Responsible for establishing and maintaining good contact with all 3rd party members in business development

· Experienced in contract negotiation for F&B promotions / redemption programs with 3rd party partners

· Experienced in planning and executing special festival F&B projects. E.g. Christmas, Chinese New Year and Mooncake Festival

· Experienced in conducting a full site inspection for both guestrooms and function rooms

· Experienced in Event Management

· Responsible in compiling Training Manual for the role of Sales Coordinator and conduct trainings for the new intake of coordinators

100% score in mystery shopper test calls.

Guest Relations Officer

San Diego Marriott & Marina
San Diego , California
2002.01 - 2003.03

· Majored in Front Office operations including Rooms Control

· Shift Leader in a 1350 room hotel with an average of 7 colleagues

· Experienced with Concierge duties on a rotating shift.

· Acted as Training Instructor for new employees at the front office department

· Experienced in reservations, telephone department and rooms control.

· Acted as Training Supervisor of the Yacht Club restaurant, in-charge of new employees training

· Compiled training manual

Intern

Swissotel Merchant Court
Singapore
1999.04 - 2000.04

· Acted as Personal assistant to Human Resources Manager, Public Relations Manager and Executive Chef

· In-charge of compiling market list and liaising with Purchasing Department for daily purchases

· Majored in restaurant operations

· Training supervisor in restaurant, Ellenborough Market Café.

· Trained in planning staff schedule and lead waitress for VIPs

Experienced in room service, banquet service, front office and housekeeping including laundry

Education

MBA - International Hospitality Management

IMHI (Cornell University - ESSECT)
Paris, France
2003.10 - 2005.06

Bachelor Degree - International Hospitality Management

Glion Hotel School
Bulle, Switzerland
2000.08 - 2001.06

Diploma - Hospitality Management

SHATEC
Singapore
1997.04 - 2000.04

O Level -

Dunman Secondary School
Singapore
1993.01 - 1996.12

Skills

    Global Learning & Development

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Languages

English

Mandarin

English and Mandarin

MANDARIN: Native

ENGLISH: Fluent

Timeline

Director of Learning & Development, Asia Pacific

Forbes Travel Guide
2019.01 - Current

Executive Trainer

Forbes Travel Guide
2016.06 - 2019.01

Operations Manager

LRA by Deloitte
2015.05 - 2016.05

Senior Consultant

LRA Worldwide
2015.02 - 2015.05

Consultant

LRA Worldwide
2012.05 - 2015.02

Business Development Executive

Sheraton Towers Singapore
2010.05 - 2011.04

Catering Sales Coordinator

The St. Regis Singapore (Pre-opening team)
2007.09 - 2008.10

Sales Coordinator

Singapore Marriott Hotel
2006.06 - 2007.09

MBA - International Hospitality Management

IMHI (Cornell University - ESSECT)
2003.10 - 2005.06

Guest Relations Officer

San Diego Marriott & Marina
2002.01 - 2003.03

Bachelor Degree - International Hospitality Management

Glion Hotel School
2000.08 - 2001.06

Intern

Swissotel Merchant Court
1999.04 - 2000.04

Diploma - Hospitality Management

SHATEC
1997.04 - 2000.04

O Level -

Dunman Secondary School
1993.01 - 1996.12
Yeok Chyi (Angelina) PhuaHospitality Learning & Development Professional