BARTHOLOMEW PIUS
Skudai,10
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
9
9
years of professional experience
1
1
Certification
Work History
The Fixer (Acting)
Capri by Fraser China Square - Singapore
Singapore
07.2023 - 07.2024
- To meet VIP's guest upon arrival
- Assist GRE to expedite check-in process
- Escort guest to the room and explain the features/Room orientation
- To meet or call guest on a daily basis to check if guest requires any assistance such as Transportation, Attraction place to go, etc
- To meet guest upon check out and farewell guests
- Standby at lobby reception/Concierge to assist guests when busy period especially Check-in/Checkout
- To check Den if any guest inside and offer assistance if required
- Fixer to ensure Den to be always clean and tidy, at any times
- To help DMs set up food before indulgent Hour
- To meet and mingling with guest at Den during indulgent hour
- To obtain guests' feedback about their stay and update in the Excel report
- Any negative feedback or complaint to inform Duty Manager to resolve and Fixer to ensure to follow up until the issue has been resolved
- To meet guests upon departure, obtain guest feedback about the stay, services, and guest satisfaction
- To issue Tripadvisor Card to a Happy guest
- To log guests' experience daily in Excel report
- Minimum 5 guests
- To monitor guests' feedback from Tripadvisor or any websites has a good review.
CONCIERGE
Fraser Hospitality
Singapore
03.2022 - 07.2023
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Addressed customer inquiries with timely and professional responses via phone, email, and in-person interactions
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills
- Handled customer complaints to satisfy and retain guests
- Assisted with luggage handling, valet services, and concierge services
- Scheduled and confirmed restaurant reservations for guests
- Facilitated guest check-in and check-out processes to reduce wait times and increase guest convenience
- Facilitated visitor requests for dining and tourist attractions by researching various venues and locales
- Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences
- Maintained front desk's concierge book to provide visitors with access to relevant local information
- Worked closely with guests, some VIP, or celebrity, with a high degree of respect for privacy
- Managed front office operations of a busy hotel, delivering 5-star service to cultivate loyalty and satisfaction
- Trained staff in delivering top-quality hotel services in alignment with hotel reputation and mission statement.
- Maximized guest satisfaction by promptly addressing concerns and resolving issues.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
ASSOCIATE ENGINEER
Kulicqe & Soffa Pte
Serangoon
08.2021 - 03.2022
- Inspect Roving machine
- Write details issue found on yellow paper for CQE reference
- Check Machine CBOM before release to the next station
- Perform rework any issue found at the machine
- Write daily report in Excel
- Lead small team on initiative or line based on supervisors assignment
- Performed preventative maintenance to keep tools and equipment functional
- Prepared action plans for problematic processes and assets
- Wrote, reviewed, and edited technical document in accordance with template requirements.
LIFEGUARD
Atelier Aquatic Pte.Ltd
Singapore
04.2021 - 08.2021
- Learned and maintained proficiency in first responder skills such as First Aid and CPR to offer individuals in distress optimal support
- Provided friendly customer service to guests and addressed concerns
- Monitored safety of guests in and around the swimming pool
- Attentively monitored swimmers to identify distress
- Responded to emergency situations in a timely, efficient manner
- Educated patrons on safety protocols and enforced safety rules
- Maintained order and cleanliness at the swimming pool and surrounding areas to uphold hygiene standards
- Cleared pool areas of debris and hazardous objects to increase safety
- Performed regular maintenance of pool equipment and life-saving equipment to keep in good working order
- Observed weather and water conditions and alerted visitors to potential dangers, storms, and rip currents
- Administered CPR and first-aid following best practices
- Recorded daily activity logs and incident reports for tracking purposes
- Trained new lifeguards on safety procedures and protocol
- Provided instruction and assistance to patrons on the proper use of recreational equipment
- Shared tips with patrons on swimming techniques and strength training
- Earned Water Safety Instructor certification and managed beachfront safety
- Reminded students to practice swimming strokes to develop their skills and improve technique.
COMMUNICATIONS AGENT
Parkroyal Collection Marina Bay
Singapore
05.2017 - 04.2021
- Responded to customer inquiries with patience and positivity to establish an excellent first impression
- Connected callers with appropriate professional, department, or business
- Resolved customer issues and complaints promptly and politely, upholding satisfaction
- Collected and verified telephone numbers, addresses, and proper spelling of names
- Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes
- Operated switchboard and routed incoming calls to appropriate departments
- Directed incoming calls to internal personnel and departments, routing to the best-qualified department
- Assisted colleagues with achieving task requirements, aiding team productivity and performance
- Maintained accurate records of calls placed and received
- Followed up on customer inquiries to confirm issues were adequately addressed
- Provided helpful, informative technical support to customers on product usage and installation
- Installed software applications to track customer calls and enable improved insight
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel
- Trained new staff members in customer service techniques and hotel operations
- Kept accounts in balance and ran daily reports to verify totals
- Monitored staff performance and provided feedback and guidance
- Coordinated with vendors for repair and maintenance of the hotel.
HOUSEKEEPING ATTENDANT
Parkroyal Collection Marina Bay
Singapore
08.2015 - 05.2017
- Used chemicals by following safety protocols and procedures to avoid burns and injuries
- Replaced used towels and other bathroom amenities such as shampoo, paper towels, and soap
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable
- Engaged with guests on room requirements and amenities to promote overall satisfaction
- Disposed of trash and recyclables each day to avoid waste buildup
- Responded to requests from patrons for linens and toiletries
- Trained new employees on departmental procedures and provided assistance in finding cleaning supplies
- Operated wet-vacuums, buffing machines, vacuums, and upholstery cleaners to clean rugs, carpets, and upholstered furniture
- Changed bed linens and collected soiled linens for cleaning
- Restocked towels and amenities in bathrooms, bedrooms, and kitchen spaces
- Scrubbed floors with special cleaners and equipment to achieve a deep clean.
Education
Hospitality Guest Service Management - undefined
Yayasan Sabah College
Skills
Hotel Booking Access Control Systems Expertise
Running Guest Errands
SKILLS
Nightlife
Hospitality Management
Special Requests
Guest Experiences
Safety Procedures
Interpersonal
Reservations and Ticketing
Property Tour
VIP Services
Plan Events Communications Times
Team Supervision
Personalized Support Management
Golf Courses and Tee
Certification
First Aider
Timeline
The Fixer (Acting)
Capri by Fraser China Square - Singapore
07.2023 - 07.2024
CONCIERGE
Fraser Hospitality
03.2022 - 07.2023
ASSOCIATE ENGINEER
Kulicqe & Soffa Pte
08.2021 - 03.2022
LIFEGUARD
Atelier Aquatic Pte.Ltd
04.2021 - 08.2021
COMMUNICATIONS AGENT
Parkroyal Collection Marina Bay
05.2017 - 04.2021
HOUSEKEEPING ATTENDANT
Parkroyal Collection Marina Bay
08.2015 - 05.2017
Hospitality Guest Service Management - undefined
Yayasan Sabah College