Bennard Lak

Fully responsibility as Head Of Department Managing Front Office department and daily operation together with other HODS Mentoring Duty Manager and conducting On Job Training for new hiring

Assistant Front Office Manager (Head Of Department) - VE Hotel & Residence - 432 Rooms (UOA Hospitality) - Kuala Lumpur

(2023-08)

• Fully responsibility as Head Of Department
• Managing Front Office department and daily operation together with other HODS
• Mentoring Duty Manager and conducting On Job Training for new hiring
• Managing budget for Front Office department
• Daily monitoring credit limit and high balance and attending monthly Credit Meeting
• Replying guest feedback and complaint
• Handling guest complaints and issues
• Taking care of group arrival
• Representing Front Office Department for morning briefing and meeting
• Observing room inventory cum room controller
• Conducting interviews for FO candidates

Duty Manager - VE Hotel & Residence - 432 Rooms (UOA Hospitality) - Kuala Lumpur

(2021-05 - 2023-08)

• Managing daily operation together with HODS
• Daily monitoring credit limit and high balance
• Manager incharge during weekend
• Taking care of group arrival
• Representing Front Office Department for morning briefing and meeting in the absence of FOM
• Observing room inventory and replying email on behalf of reservation during Sunday & PH
• Manning the reception desk as a Front Office Assistant during peak hours to provide assistance
• Conducting interviews for FOA candidates in the absence of FOM
• Handling guest complaints and issues

Guest Service Manager (Head Of Department) - Ascott Kuala Lumpur - 221 Rooms (The Ascott Limited, a subsidiary of Capitaland) - Kuala Lumpur

(2021-02 - 2021-03)

Transfer within Company

• Fully responsibility whole department
• Person in-charge for quarterly planning activity and events for all in-house guest
• Preparing Long Stay Guest room drops and Birthday Decoration in the room
• In-charge for social media posting in Facebook 'The Space'
• Preparing monthly roster, staff payroll check and monthly training
• Observing room inventory and replying email on behalf of reservation during Sunday & PH
• Taking responsibility for guest feedback/GSS through hotel ECMS system
• Ensuring monthly stock for Guest Service operation by maintining the relationship with vendors
• Keeping an open communication with Finance Department in ensuring accuracy in transaction
• Daily monitoring of Guest City Ledger to avoid any pending
• Replying Trip Advisor and others OTA guest feedback
• Manning the reception desk as a Front Office Assistant during peak hours to provide assistance

Assistant Guest Service Manager - Ascott Sentral Kuala Lumpur - 157 Rooms (The Ascott Limited, a subsidiary of Capitaland) - Kuala Lumpur

(2017-06 - 2021-01)

• Assisting Guest Service Manager for the fully responsibility whole department
• Preparing monthly roster, staff payroll check and monthly training
• Observing room inventory and replying email on behalf of reservation during Sunday & PH
• Taking responsibility for guest feedback through hotel ECMS system
• Ensuring monthly stock for Guest Service operation by maintining the relationship with vendors
• Assisting GSM for interviews, training, counseling scheduling staff evaluation
• Person in-charge for quarterly planning activity for all in-house guest
• Preparing Long Stay Guest room drops and Birthday Decoration in the room
• Keeping an open communication with Finance Department in ensuring accuracy in transaction
• Daily monitoring of Guest City Ledger to avoid any pending
• Replying Trip Advisor and others OTA guest feedback
• Manning the reception desk as a Front Office Assistant during peak hours to provide assistance

Guest Service Supervisor (promoted from Officer) - Ascott Sentral Kuala Lumpur - 157 Rooms (The Ascott Limited, a subsidiary of Capitaland) - Kuala Lumpur

(2014-06 - 2016-06)

• Attending to guest enquiries and assisting GSO on the daily operation
• Ensuring daily posting and transaction done accurately by GSO before submitting to Finance
• Taking care of group arrival account

Duty Manager - Capri By Fraser Kuala Lumpur - 240 Rooms (Fraser & Neave Hospitality Serviced Residence) - Kuala Lumpur

(2016-06 - 2017-06)

• Top responsibilities for Long Stay Leasing Schedule
• Weekly monitoring on room payment for all Long Stay Guest
• Assisting AFOM for quarterly planning activity for all in-house guest
• Monthly prepare Hotel Ledger Report for Finance submission
• Representing Front Office Department for morning briefing and meeting in the absence of FOM
• Attending monthly Housekeeping meeting for hotel operation matters between both departments
• Assisting Marcomm department for organizing hotel festive season celebration - decorations
• Taking care of group arrival account

Reservation Officer - The Ritz Carlton Kuala Lumpur - 365 Rooms (YTL Group) - Kuala Lumpur

(2014-04 - 2014-06)

• Taking booking over the phone and via Email
• Reply to special request and inquiry via Email
• Demonstrating teamwork by cooperating with co-workers
• Communicate for follow up with other departments for minor job tasks
• Handling guest request as an operator and butler coordinator

Front Office Supervisor - CT2 Hotels Kuching, Sarawak - 120 Rooms - Kuching, Sarawak

(2012-07 - 2014-03)

• Attending to guest enquiries and assisting FO on the daily operation
• Ensuring daily posting and transaction done accurately by FO before closing
• Organizing tasks for FO and assisting in check-ins and check-outs
• Daily checking arrival room
• Preparing duty roster for FO team
• On the job training to new team

Receptionist - Brookes Terrace Boutique Hotel, Kuching - Kuching, Sarawak

(2009-01 - 2012-07)

• Prepare daily arrival and departure
• Checking all room for the daily operation of the hotel
• Involve in linen inventory with Laundry
• Prepare on stocks ordering

Diploma - Mass Communication - Chermai Jaya College (USM) (2001 - 2004)

Sijil Pelajaran Malaysia & Penilaian Menengah Rendah - Sekolah Menengah Kebangsaan Sebauh, Bintulu, Sarawak (1996 - 2000)

Ujian Penilaian Sekolah Rendah - Sekolah Rendah Kebangsaan Pandan, Bintulu, Sarawak (1990 - 1995)