ANANDTHRAJ A/L SELVARATHINAM
Duty Manager
Penang
Summary
Developed leadership and operational management skills in high-paced service environment, now seeking to transition into new field. Expert in team coordination and conflict resolution, with focus on enhancing customer experiences. Ready to leverage these transferrable skills to bring value and drive efficiency in new role.
Overview
15
15
years of professional experience
2010
2010
years of post-secondary education
Work History
Duty Manager
Travelodge Hotels Georgetown
11.2021 - Current
- Company Overview: Industry Hotel / Hospitality | Specialization Hotel Management/Tourism Services | Role Management | Position Level Manager
- Trains new Guest services department personnel
- Answers letters of inquiry regarding rates and availability
- Maintains a thorough knowledge of the room rack locations types of rooms, room rack operations, package plans, hotel facilities
- Maintains a detailed knowledge about the hotel's services and hours of operations
- Display a pro-active and leading role in terms of service, culture, development, team image, systems, procedures and skill development
- Take reservations using the hotel reservation system, ensuring maximum occupancy and rates are obtained
- Check guests in and out, including preparation of guest bills and authorising payments
- Responsible for cash handling including float and banking
- Dealing efficiently with day to day billing and guest service queries
- Report anything considered a health and safety hazard
- Using information available, plan and control both the preparation of future shifts and effective communication to the team
- To act as a duty manager for the hotel, ensuring all guests are satisfied, both internal and external
- Allocation of all rooms to include, special requests, sofa bed rooms and any other requirements as directed by the FOM
- Lobby duty plays a key role in the success of the movement of our guests around the hotel
- Prevent abuse and/or destruction of hotel property
- Be flexible at all times in order to cover the unexpected needs of the Hotel and outlets
- Knows all safety and understands emergency procedures and how to act upon them
- Understands accident prevention policies
- Knows cash handling procedures
- Files and posts all changes to guest master and city ledger account
- Good understanding about the Property management software (PMS)
- Anticipates and intervenes in all incidents of guest dissatisfaction and attempts to satisfy all such guests, within hotel policy
- Do service recovery procedures
- Industry Hotel / Hospitality | Specialization Hotel Management/Tourism Services | Role Management | Position Level Manager
Guest Service Manager
VOUK Hotel Suites
08.2019 - 02.2021
- Company Overview: Industry Hotel / Hospitality | Specialization Hotel Management/Tourism Services | Role Management | Position Level Manager
- Trains new Guest services department personnel
- Answers letters of inquiry regarding rates and availability
- Maintains a thorough knowledge of the room rack locations types of rooms, room rack operations, package plans, hotel facilities
- Maintains a detailed knowledge about the hotel's services and hours of operations
- Display a pro-active and leading role in terms of service, culture, development, team image, systems, procedures and skill development
- Take reservations using the hotel reservation system, ensuring maximum occupancy and rates are obtained
- Check guests in and out, including preparation of guest bills and authorising payments
- Responsible for cash handling including float and banking
- Dealing efficiently with day to day billing and guest service queries
- Report anything considered a health and safety hazard
- Using information available, plan and control both the preparation of future shifts and effective communication to the team
- To act as a duty manager for the hotel, ensuring all guests are satisfied, both internal and external
- Allocation of all rooms to include, special requests, sofa bed rooms and any other requirements as directed by the FOM
- Lobby duty plays a key role in the success of the movement of our guests around the hotel
- Prevent abuse and/or destruction of hotel property
- Be flexible at all times in order to cover the unexpected needs of the Hotel and outlets
- Knows all safety and understands emergency procedures and how to act upon them
- Understands accident prevention policies
- Knows cash handling procedures
- Files and posts all changes to guest master and city ledger account
- Good understanding about the Property management software (PMS)
- Anticipates and intervenes in all incidents of guest dissatisfaction and attempts to satisfy all such guests, within hotel policy
- Do service recovery procedures
- Industry Hotel / Hospitality | Specialization Hotel Management/Tourism Services | Role Management | Position Level Manager
- Monthly Salary MYR 2,400
Front Desk Supervisor
The Light Hotel (M) Sdn Bhd
06.2017 - 08.2019
- Company Overview: Industry Hotel / Hospitality | Specialization Hotel Management/Tourism Services | Role Front Office | Position Level Junior Executive
- Greet all guests pleasantly and recognize various guest programs and ensure availability of all services to customers
- Administer all payments from guests either at registrations or check out and maintain records of all receipts and manage currency exchange for guests as per requirement
- Supervise efficient working of all agents at front desk and assign special tasks to all individuals and ensure efficiency in working at all times
- Manage all members of facility, evaluate membership cards and answer to all inquires, maintain departmental budget on monthly and daily basis
- Maintain knowledge and operate all equipments and coordinate and analyze all guests requirement and ensure completion of same to maintain optimal level of satisfaction with services
- Ensure cleanliness in front desk and lobby area at all times, monitor all phone calls and ensure answer within three rings from agents
- Monitor inventory of front desk supplies and ensure adequate replenishment for undisturbed services to guests
- Maintain and update knowledge on all current packages and rates and evaluate everyday activities and prepare forecasts
- Prepare weekly schedule and maintain track of all budget according to staff guidelines
- Participate in pre shift meetings and prepare reports for all staff for everyday schedule
- Administer and monitor all staff performance
- Prepare communication log for guests and answer to all requests efficiently and within timeframe
- Manage and process all guest mail, coordinate with staff to ensure prompt services to guests
- Industry Hotel / Hospitality | Specialization Hotel Management/Tourism Services | Role Front Office | Position Level Junior Executive
Bellcaptain
The Light Hotel (M) Sdn Bhd
10.2015 - 06.2017
- Company Overview: Industry Hotel / Hospitality | Specialization Hotel Management/Tourism Services | Role Hotel Concierge | Position Level Junior Executive
- Ensure that bell desk is manned at all times
- Keep working area, clean and tidy always
- Ensure that smooth and fast baggage handling for all arrival / departure guests
- Maintain close relationship with reception / information / cashier as well as other departments
- Attend all guest calls for Bell stand / Door Services related services
- Delegate bell boys to pick up the Luggage from guest rooms
- Errand cards are filled in for all baggage movements (Check-in, Check-out, Left luggage etc.)
- For any guest requests follow up call to be made back to the guest to verify complete satisfaction
- All guest request are logged on to guest request tracker
- Check the inventory of items on loan, and all items are collected at the time of on or before check-out
- All baggage movements are tagged and recorded
- Update luggage movement register and sign off daily
- Ensure left luggage forms are filled and duly signed by guest and also all applicable policies are explained to the guest
- Guest Messages are distributed properly and accurately
- Guest and other departments letters, couriers are distributed properly and accurately
- Ensure that all bills are paid and room keys returned before guest depart from the hotel premises
- Ensure that hotel shuttle bus service and airport transfer are carried out smoothly and properly
- Order required newspaper for next day and monitor delivery of newspapers to each occupied guest room
- Help observe safety and security rules at all times
- Alert the management of any unattended packages and stranger found in the premises
- Checks the daily arrival list for VVIP's or guests with special need
- Prepare for group movements and ensure enough staffing is in place to handle groups
- Greet all guests in the lobby in a warm and professional manner, make them feel welcome and anticipate their needs before they arise
- Recognize all returning and VIP guests, and welcome them back
- Helping guest service team in escorting guests to and from their accommodations and also orienting them with the property features, facilities and in room equipments
- Inform guest about all hotel and guest room features, hotel facilities and emergency procedures
- Assist guests with their luggage and try to acknowledge them by name
- Make deliveries to guest rooms as instructed
- Store and retrieve luggage and other objects for guests
- Be aware of daily hotel activities, group and VIP arrivals
- Communicate special guest requests to the Asst
- Front Office Manager / Manager on Duty
- Ensure the lobby, bell closet and work areas as well as departmental equipment are clean and presentable at all times
- Assist the security team in scanning all guest luggage's
- Offer assistance to all guests at times
- Provide an efficient luggage storage, delivery and collection service
- Perform any other works as and when assigned by the management
- Industry Hotel / Hospitality | Specialization Hotel Management/Tourism Services | Role Hotel Concierge | Position Level Junior Executive
- Monthly Salary MYR 1,800
Receptionist
Gurney Hotel & Resort
01.2015 - 10.2015
- Company Overview: Industry Hotel / Hospitality | Specialization Hotel Management/Tourism Services | Role Front Office | Position Level Non-Executive
- Welcome and greet guests
- Answer and direct incoming calls
- Inform guests of hotel rates and services
- Make and confirm reservations for guests
- Ensure proper room allocation
- Register and check guests in
- Confirm relevant guest information
- Verify guest's payment method
- Verify and imprint credit cards for authorization
- Issue room keys and direct guests to their rooms
- Maintain clear and accurate records of guest room bookings
- Compute all guest billings, accurately post charges to guest rooms and house accounts
- Receive and transmit messages for guests
- Retrieve mail, packages and documents such as faxes for guests
- Listen and respond to guest queries and requests both in-person and by phone
- Provide accurate information about local attractions and services
- Liaise with necessary staff including housekeeping and maintenance to address any problems or complaints made by guests
- Complete and maintain any incident reports, daily activity reports or other reports requested by management
- Manage conference room bookings and scheduling
- Close guest accounts and check guests out
- Review accounts and charges with guests during the check-out process
- Process accurate payment of guest accounts
- Inform housekeeping when rooms have been vacated and are ready for cleaning
- Monitor visitors to the hotel
- Enforce rules and policies of the hotel
- Maintain a neat and orderly front desk and reception area
- Industry Hotel / Hospitality | Specialization Hotel Management/Tourism Services | Role Front Office | Position Level Non-Executive
- Monthly Salary MYR 1,600
Bellman
Sunway Hotel Georgetown
03.2012 - 01.2015
- Company Overview: Industry Hotel / Hospitality | Specialization Hotel Management/Tourism Services | Role Hotel Concierge | Position Level Non-Executive
- Providing security for guests and facilities through patrols of the premises
- Opening doors, moving furniture, and carrying luggage for guests upon request
- Registering guests upon arrival at the hotel and checking them out when they leave
- Directing guests to their rooms and answering any questions they may have about the hotel's facilities and services
- Providing concierge services to guests such as making restaurant reservations or arranging for transportation to local attractions
- Helping with maintenance tasks around the hotel such as cleaning rooms, replacing linens, and preparing rooms for new guests
- Answering phones in order to direct calls to the correct department or employee
- Providing security and safety to guests by patrolling hotel grounds during specified hours of operation
- Providing information about local points of interest and entertainment options to guests
- Industry Hotel / Hospitality | Specialization Hotel Management/Tourism Services | Role Hotel Concierge | Position Level Non-Executive
Room Attendant
Sunway Hotel Georgetown
01.2010 - 03.2012
- Company Overview: Industry Hotel / Hospitality | Specialization Hotel Management/Tourism Services | Role Hotel Housekeeping | Position Level Fresh / Entry Level
- Clean corridors, lobbies, stairways, elevators and lounges as well as guest rooms
- Organize work schedule from the room status list, arrivals and departures
- Distribute linen, towels and room supplies using wheeled carts or by hand
- Restock room supplies such as drinking glasses, soaps, shampoos, writing supplies, mini bar
- Replace dirty linens with clean items
- Inspect and turn mattresses regularly
- Store all dirty laundry in line with company policy
- Monitor guest laundry bags
- Replace laundry bags and slips
- Check all appliances in rooms are in working order
- Realign furniture and amenities according to prescribed layout
- Respond to guest queries and requests
- Respond to calls for housekeeping problems such as spills, broken glasses
- Deliver any requested housekeeping items to guest rooms
- Remove room service items
- Organize and restock cart at the end of the shift
- Ensure confidentiality and security of guest rooms
- Follow all company safety and security procedures
- Report any maintenance issues or safety hazards
- Observe and report damage of hotel property
- Industry Hotel / Hospitality | Specialization Hotel Management/Tourism Services | Role Hotel Housekeeping | Position Level Fresh / Entry Level
Education
SPM - Arts
SMK WESTLANDS
Skills
- Leadership And Management Skills
- Time management
- Team supervision
- Customer service
- Relationship building
- Operations management
- Customer service focus
- Knowledge of basic computer applications (Word, Excel, PowerPoint, etc)
Personal Information
- Age: 34
- Gender: Male
- Nationality: Malaysia
Timeline
Duty Manager
Travelodge Hotels Georgetown
11.2021 - Current
Guest Service Manager
VOUK Hotel Suites
08.2019 - 02.2021
Front Desk Supervisor
The Light Hotel (M) Sdn Bhd
06.2017 - 08.2019
Bellcaptain
The Light Hotel (M) Sdn Bhd
10.2015 - 06.2017
Receptionist
Gurney Hotel & Resort
01.2015 - 10.2015
Bellman
Sunway Hotel Georgetown
03.2012 - 01.2015
Room Attendant
Sunway Hotel Georgetown
01.2010 - 03.2012
SPM - Arts
SMK WESTLANDS
Similar Profiles
Anvesh DhumalAnvesh Dhumal
TEAM MEMBER (RECEPTION) at Travelodge Hotels LimitedTEAM MEMBER (RECEPTION) at Travelodge Hotels Limited
Diane ConnerDiane Conner
Travelodge at Travelodge by WyndhamTravelodge at Travelodge by Wyndham
Aylisha AndrewsAylisha Andrews
Housekeeping cleaner at TravelodgeHousekeeping cleaner at Travelodge