Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
Work History
Guest Service Agent
Sleeping Lion Suites
10.2023 - Current
Collaborated with housekeeping staff to ensure rooms were prepared and available on time.
Improved guest experience scores by consistently delivering exceptional service through active listening skills.
Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
Managed group bookings to ensure seamless organization of events and accommodations.
Streamlined check-in processes for increased efficiency and reduced wait times.
Enhanced guest satisfaction by addressing concerns and providing prompt resolutions.
Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
Freelancer
Grab Food
08.2021 - 09.2023
Processed restaurant food order requests efficiently.
Achieved punctual distribution of meals to recipients.
Handled customer transactions for food purchases.
Guest Service Supervisor
Hotel Istana Kuala Lumpur
06.2020 - 08.2021
Oversaw staff training and handled managerial tasks.
Handled tasks during night audit shifts.
Coached new employees on best practices in customer relations and compliance with property rules.
Reviewed upcoming events and planned for expected challenges.
Oversaw policies for managing guest relations.
Guest Services Agent
Hotel Istana
01.2019 - 06.2019
Streamlined check-in process to decrease wait times and increase customer satisfaction.
Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
Maintained consistent positive customer feedback.
Took reservations over phone and through email, recording guest information in computer system and verifying details.
Maintained high level knowledge of all hotel services offered to answer guest questions.
Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
Security Personnel
Grandmillenniumm Kuala Lumpur
10.2017 - 12.2018
Conducted background investigations and security checks for employees and contractors.
Patrolled internal building spaces and facility grounds to identify and deter threats to assets.
Updated shift logs and produced daily reports to document security activities and specific incidents.
Leveraged physical or verbal techniques to investigate suspicious activities and resolve concerns.
Secured premises and personnel by patrolling property and monitoring surveillance equipment.
Responded quickly to emergency situations to assess and deflect issues.
Enforced security policies and removed violators and unauthorized individuals from premises to maintain safe environment.