Razali Yahaya

Experienced hospitality management professional with 20+ years of progressive hotel and resort experience, advancing from Concierge and Front Office operations to Hotel Manager, Resort Manager and Operations Manager positions. Strong hands-on background in full hotel operations, pre-opening and hotel setup, renovation projects, team leadership, budgeting, forecasting, cost control, guest experience, vendor management and regulatory compliance.

Hotel Manager - Rangkaian Hotel Seri Malaysia - Port Dickson /Alor Setar

(2025-01 - 2026-08)

• Oversee daily hotel operations to ensure guest satisfaction and operational efficiency.
• Develop and implement strategies to maximize revenue and control expenses.
• Maintain high standards of service quality and hospitality for all guests.
• Recruit, train, and manage hotel staff to deliver exceptional service.
• Monitor hotel performance through key metrics and prepare regular reports.
• Ensure compliance with health and safety regulations to provide a safe environment.
• Handle guest complaints and issues promptly and professionally.
• Coordinate with department heads to optimize cross-functional teamwork.
• Negotiate with vendors and suppliers to procure cost-effective products and services.
• Plan and oversee hotel events, promotions, and marketing initiatives.

Hotel Manger - Raissa Boutique Hotel - Kuala Lumpur

(2023-05 - 2024-12)

• Spearheaded the establishment of a new hotel, overseeing all departmental setups from inception to operation.
• Managed comprehensive renovations, ensuring adherence to safety protocols and quality standards.
• Ensured thorough training and knowledge dissemination among new team members for optimal performance.
• Directed daily hotel operations, including Front Office, Housekeeping, Food and Beverage, Sales and Marketing, and Security.
• Maintained accountability for compliance with local regulations, securing necessary permits, licenses, and branding elements.
• Developed strategic monthly and yearly forecasts to drive financial performance and sales targets.
• Implemented cost control measures to align with the annual budget, optimizing overhead expenses.
• Prioritized guest satisfaction, consistently meeting and exceeding service excellence benchmarks.

Resort Manager - Alun Retreat - Pulau Pangkor

(2022-08 - 2023-05)

• Spearheaded the establishment of a new hotel, overseeing all departmental setups.
• Managed comprehensive renovations, ensuring adherence to safety and standard policies.
• Ensured thorough training and knowledge dissemination among new team members.
• Directed daily hotel operations, including Front Office, Housekeeping, Food & Beverage, Sales & Marketing, and Security.
• Maintained accountability for compliance with local authorities, securing necessary permits, licenses, and signage.
• Developed strategic monthly and yearly forecasting to meet sales targets.
• Controlled overhead costs in alignment with the annual budget.
• Upheld high guest satisfaction standards to ensure exceptional service delivery.

Hotel Manager - The Grand Campbell Hotel - Kuala Lumpur

(2021-05 - 2022-07)

• Oversaw daily hotel operations, ensuring guest satisfaction and adherence to service standards.
• Managed and developed a team of hospitality professionals through effective leadership and training.
• Implemented cost-control measures to maintain profitability and operational efficiency.
• Conducted regular staff meetings to communicate goals, updates, and solicit feedback.
• Monitored hotel performance metrics and developed strategies to improve occupancy and revenue.
• Maintained compliance with all local, state, and federal regulations and hotel policies.
• Handled guest complaints and issues promptly, ensuring a positive resolution and experience.
• Collaborated with sales and marketing teams to drive promotions and increase bookings.
• Oversaw inventory management and procurement of supplies, maintaining optimal stock levels.
• Conducted performance evaluations, providing constructive feedback and career development opportunities.

Assistant Resort Manger - Pangkor Holday Resort - Pula Pangkor

(2020-04 - 2021-03)

• Managed daily operations, ensuring guest satisfaction and adherence to resort policies and standards.
• Oversaw staff across various departments, including housekeeping, front desk, and maintenance teams.
• Developed and implemented staff training programs to improve service quality and efficiency.
• Monitored budget and financial reports, optimizing expenses, and ensuring profitability.
• Handled guest complaints and issues, providing timely and effective resolutions.
• Coordinated with the sales and marketing team to promote resort offerings and special events.
• Conducted regular property inspections to maintain safety and cleanliness standards.
• Assisted in strategic planning and decision-making to enhance resort operations and guest experience.
• Managed inventory and procurement of supplies, equipment, and services.
• Collaborated with the resort manager to set goals, evaluate performance, and drive continuous improvement.

Operation Manager - Transit Hotel - Kuala Lumpur

(2014-03 - 2020-03)

• Oversaw daily operations, ensuring efficiency and adherence to company policies and procedures.
• Managed and optimized supply chain logistics to reduce costs and improve delivery times.
• Led a team of professionals, providing training, performance evaluation, and career development guidance.
• Implemented continuous improvement strategies to enhance productivity and operational excellence.
• Collaborated with cross-functional teams to align operations with overall business objectives.
• Monitored financial performance, managed budgets, and controlled operational costs.
• Ensured compliance with health, safety, and environmental regulations in all operational activities.
• Analyzed data to identify trends, forecast demand, and plan resource allocation effectively.
• Developed and maintained relationships with vendors, suppliers, and other external partners.
• Utilized technology and information systems to streamline processes and increase operational efficiency.

Front Office Manager - Penaga Boutique Hotel - Penang

(2011-06 - 2014-04)

• Oversaw daily front office operations and provided exceptional guest service.
• Managed and scheduled a team of receptionists, concierges, and night auditors.
• Trained front office staff in customer service excellence and hotel policies.
• Handled guest complaints and issues, ensuring swift and satisfactory resolution.
• Maintained high room occupancy rates through effective booking management.
• Conducted regular performance evaluations and provided feedback to front office staff.
• Collaborated with housekeeping and maintenance departments to ensure room readiness.
• Managed inventory of front office supplies and placed orders as necessary.
• Prepared and analyzed front office budget, controlling expenses to increase profitability.
• Implemented front office procedures to improve overall efficiency and guest satisfaction.

Duty Manager - Pelangi Beach Resort - Langkawi

(2007-01 - 2010-12)

• Oversaw daily operations, ensuring customer satisfaction and compliance with company policies and procedures.
• Managed and scheduled a team of staff, optimizing coverage during peak hours and events.
• Handled cash flow, prepared bank deposits, and maintained financial records with high accuracy.
• Resolved customer complaints promptly, maintaining a positive public image for the establishment.
• Conducted regular inventory checks and coordinated with suppliers for the timely restocking of goods.
• Implemented health and safety protocols to ensure a safe environment for both staff and customers.
• Trained new employees on operational procedures and customer service excellence.
• Monitored facility maintenance and organized repairs or upgrades as necessary.
• Analyzed sales data to identify trends and opportunities for revenue growth.

Assistant Manager Front Office - Bukit Merah Lake Town Resort - Taiping

(2005-01 - 2007-12)

• Managed front office operations, ensuring efficient functioning and excellent customer service.
• Supervised and trained front desk staff on daily procedures and guest interaction protocols.
• Handled guest check-ins and check-outs, providing personalized service and resolving issues.
• Maintained high levels of guest satisfaction, monitoring feedback, and implementing improvements.
• Coordinated with housekeeping and maintenance departments to ensure room readiness and quality.
• Managed inventory of front office supplies and placed orders to avoid shortages.
• Prepared and analyzed front office reports, identifying trends and recommending strategic adjustments.
• Implemented and enforced front office policies and procedures to maintain standards.
• Assisted in budgeting and forecasting for front office department expenses.
• Collaborated with sales and marketing teams to promote special offers and packages.

Chief De Concierge - Langkawi

(2001-01 - 2004-12)

• Oversaw Concierge and Bell Service operations, ensuring seamless guest experiences.
• Coordinated luggage, mail, and massage services with precision and care.
• Facilitated in-resort transportation for guest convenience and satisfaction.
• Arranged tours, confirmed tickets, and organized transportation efficiently.
• Provided informative counter assistance to guests seeking local insights.
• Assisted with swift and courteous guest check-in and check-out processes.

High school diploma - Sekolah Meneng King Edward 7 (1990)