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
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
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