Duty Manager at Ellaa Hotel (2025-08 – Present)
- Ensuring high standards of customer service are met and personally handling escalated customer complaints and issues to ensure satisfaction
- Monitoring general operations to ensure efficiency and adherence to company standards
- Managing employee schedules and shift assignments
- Be flexible in assisting around the Hotel in response to business and guest needs
- Monitor budgets and revenue, and assist with budget creation
Front Office Executive at Sunray Village Resort (2024-06 – 2025-08)
- Greeting clients and creating a positive office atmosphere
- Organizing and maintaining files and records and updating them when necessary
- Reporting to management and assisting with administrative task
- Scheduling and confirming appointments, meetings and events for upcoming
- Performing an inventory of office supplies and order of needs
- Preparing outgoing mail by securing parcels, drafting correspondence, etc.
- Providing excellent customer service and support to all clients and employees
Front Office Team Leader at Sunray Village Resort (2022-10 – 2024-06)
- Drove sales and maximize revenue by up-selling rooms and amenities
- Assisted guests by displaying knowledge of hotel property, local attractions and hours of operation of hotel outlets and services
- Motivated staff by setting goals, providing ongoing feedback and rewarding and recognizing employees
- Processed check-ins and check-outs, created reservations and processed special requests
- Resolved customer problems and complaints
- Trained new staff members in customer service techniques and hotel operations
Senior Guest Service Associate at Radission Blu Hotel (2021-11 – 2022-10)
- Ensure a unique, memorable and emotional customer experience
- Run night audit final after ensuring all revenues are in balance nightly
- Answer all phone calls promptly and knowledgeably, always ensuring complete and accurate information
- Check Guest in/out of rooms make reservations
- Answer phone calls to Handle different payment methods Customer Service OPERA system
- Respond to medical emergencies, Bomb threats and security breaches following emergency response procedure
Guest Service Associate at Avasa Hotel (2020-12 – 2021-03)
- Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information
- Operate telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person-to-person, and emergency calls
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
- Resolve customer complaints or answer customers' questions regarding policies and procedures
Guest Service Associate at Pangkor Laut Resort (2017-10 – 2019-05)
- Keep records of room availability and guests accounts, manually or using computers
- Compute bills, collect payments, and make change for guests
- Transmit and receive messages, using telephones or telephone switchboards
- Verify customers' credit, and establish how the customer will pay for the accommodation
- Provide information about local features, such as shopping, dining, nightlife, or recreational destinations
Night Auditor at Pangkor Laut Resort (2017-10 – 2019-05)
- Report to management regarding the finances of establishment
- Advise management about issues such as resource utilization, tax strategies, and the assumptions underlying budget forecasts
- Prepare, analyze, and verify annual reports, financial statements, and other records, using accepted accounting and statistical procedures to assess financial condition and facilitate financial planning
- Verify accuracy of billing data and revise any errors
- Operate typing, adding, calculating, or billing machines
- Debit, credit, and total accounts on computer spreadsheets and databases, using specialized accounting software
Internship Training at ITC Hotel (2016-07 – 2017-01)
- Perform or assist with cleaning duties as necessary
- Coordinate activities with other departments to ensure that services are provided in an efficient and timely manner
- Investigate complaints about service and equipment, and take corrective action
- Check and maintain equipment to ensure that it is in working order
- Analyse internal processes and recommend and implement procedural or policy changes to improve operations, such as supply changes or the disposal of records
- Monitor the facility to ensure that it remains safe, secure, and well-maintained
