Zafrul Nashriq Zainal Abidin

• Managed daily mall operations to ensure smooth tenant and customer experience.
• Handled and resolved tenant and customer feedback, complaints, and operational issues.
• Conducted daily inspections of mall facilities and amenities; reported and followed up on defects.
• Coordinated with M&E, Housekeeping, Security, and Operations Support teams for issue resolution.
• Acted as mediator between tenants, customers, and contractors to resolve conflicts effectively.
• Monitored events and ensured compliance with safety, EHS, and operational standards.
• Authorized and processed tenant work permits and after-hours/night work requests.
• Escalated unresolved issues to management and prepared incident reports.
• Represented management during after-office hours, weekends, and public holidays.

• Managed daily customer service operations and SOP compliance.
• Supervised CSO scheduling, performance, and reporting.
• Improved customer satisfaction through monitoring, feedback analysis, and action planning.
• Coordinated with facilities, operations, and marketing teams to resolve customer issues.
• Provided team coaching and operational support at the Information Counter.

• Led Front Office and Duty Manager operations, ensuring high guest service standards.
• Handled guest complaints, VIP relations, and incident management.
• Maximized occupancy through upselling and rate control.
• Acted on behalf of Hotel Management during assigned shifts.
• Ensured safety, security, and compliance with hotel policies.

• Managed day-to-day business operations.
• Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
• Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
• Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business.

• Led Front Office and Duty Manager operations, ensuring high guest service standards.
• Handled guest complaints, VIP relations, and incident management.
• Maximized occupancy through upselling and rate control.
• Acted on behalf of Hotel Management during assigned shifts.
• Ensured safety, security, and compliance with hotel policies.

Act as the first point of contact and to ensure top notch customer service for internal and external guest. Deliver task to the respective department accurately regards to specific situation. Handling all guest request and complaints but not limited to calls with high level of service according to Hilton standard. To achieve a positive outcome from guest queries throughout the stay in a timely and efficient manner. Assists with restaurant or room reservation when needed, doing some ad hoc duties, assists guest for internet issue and using various system on daily basis. Streamlines check-in and check-out processes for increased efficiency and guest satisfaction.

Main runner in the hotel which is sending all requested item to guest room. Assisting guest with internet issue in the room. Provide an accurate information to guest about all of hotel facilities and directory within area of hotel. Ensure all requested item being sent within estimated time given and to do a wakeup call service efficiently without fail. Reporting to Magic Call Centre Agent all the time.

Restaurant host and server at French Restaurant called Carlton Gourmet. Responsible to be the host, serve guest, cashiering, barista and prepare all mise en place. Handled F&B enquiries, complaints and returns professionally, ensuring a positive experience to all guests.