Kelvin Lai Kwek Keong
Kelvin is an accomplished professional specialising in Hospitality Front Line Service, Rooms & Events Sales and Food & Beverage Operations with a passion for infusing Service delivery with memorable Customer Experiences. He was a former Front Office Manager, Director of Sales, Head of Catering and General Manager, F&B Operations. His passion in these areas encompasses Facilitation of performance disciplines and transforming team members who support and rally together as dynamic teams to achieve revenue and profitability goals. Kelvin is a HRDC certified and accredited trainer & facilitator of the Human Resources Development Corporation Malaysia (HRDC). With 16 years of experience in the Hospitality Industry from Front Office Division to Sales and Marketing Divisions, 14 years in Food and Beverage Operations, Kelvin’s strengths lie in learning and leading, managing, training and building Performance Teams. His diverse skills in Front Line Service, Sales & Marketing and Food & Beverage Operations provides a unique view into: Providing Memorable Guest Service Experiences by training staff to look beyond tasks and to creating impressions. Selling by building Long Term Client Relationships and meeting clients with objectives and goals in mind. Creating successful F&B operations by fastidiously meeting client Expectations and Coaching team members on being customer centric and equipping them with practical Standard Operating Procedures (SOPs) and knowledge of Operational Profitability: Costing, Revenue, Profit & Loss Methodology. Kelvin has facilitated sessions ranging from formal training settings to small group environments, to one-to-one facilitation sessions; over the course of his career and believes that Training and Development is a Lifelong Learning journey to improvement in Attitudes, Skills and Knowledge. Diploma in Hotel and Catering Management (Kolej Damansara Utama Malaysia) HRDC Certified & Accredited Trainer Certificate – Advanced Sales Training (Tafe South Australia) Certificate – Finance for Non-Finance Senior Management (CeDR)