Summary
Overview
Work History
Education
Skills
Timeline
Generic
Billy Ang

Billy Ang

Front Office Manager
Genting Highlands, Pahang

Summary

Dynamic Front Office Manager with a proven track record at Resorts World Genting, excelling in customer service and team management. Enhanced guest satisfaction through streamlined operations and effective complaint handling, resulting in increased repeat business. Skilled in financial reporting and fostering strong relationships, driving operational excellence and team cohesion.

Overview

27
27
years of professional experience

Work History

Front Office Manager

Resorts World Genting
04.2025 - Current
  • Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
  • Implemented staff training programs, improving employee performance and team cohesion.
  • Reconciled end-of-day reports to determine accurate billing and payment processing.
  • Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
  • Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
  • Managed daily room inventory to maximize occupancy rates and revenue generation.
  • Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
  • Created, prepared, and delivered reports to various departments.
  • Updated guests'' profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
  • Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
  • Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
  • Coached employees through day-to-day work and complex problems.
  • Analyzed performance metrics to identify areas of improvement in front office operations, implementing changes for better efficiency.
  • Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
  • Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
  • Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
  • Developed procedures to establish accurate and organized check-in and check-out processes.
  • Oversaw daily operations of front desk, ensuring all guest interactions were handled with high professionalism.
  • Streamlined communication between front office and other hotel departments, improving overall operation efficiency.
  • Reduced operational costs without compromising service quality by renegotiating supplier contracts.
  • Enhanced onboarding process for new front office staff, reducing time to full productivity.
  • Managed room inventory to optimize occupancy rates, adjusting pricing strategies according to market trends.
  • Increased repeat business by personalizing guest experiences and recognizing loyalty.
  • Developed and enforced front office policies that ensured consistent and high-quality guest experience.
  • Facilitated team meetings to discuss performance goals, guest feedback, and areas for improvement.
  • Coordinated with housekeeping and maintenance departments to ensure guest rooms met highest standards of cleanliness and repair.
  • Enhanced guest satisfaction by implementing streamlined check-in process that reduced waiting times.
  • Organized staff schedules to ensure coverage during all operational hours, accounting for peak times and special events.
  • Improved team morale and efficiency with regular training sessions and performance feedback.
  • Handled guest complaints with empathy and professionalism, restoring satisfaction swiftly.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Developed detailed plans based on broad guidance and direction.
  • Established team priorities, maintained schedules and monitored performance.
  • Defined clear targets and objectives and communicated to other team members.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

Assistant Front Office Manager

Resorts World Genting
07.2022 - 03.2025
  • Balanced daily cash transactions, accurately maintaining financial records for the front office department.
  • Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
  • Reduced wait times during busy hours by implementing effective strategies for managing guest flow throughout the lobby area.
  • Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
  • Provided support to the Front Office Manager during peak times or staff absences, ensuring consistent management presence at all times.
  • Improved team performance by providing regular training on customer service techniques and hotel policies.
  • Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
  • Trained new-hires on Front Office procedures to better service customers.
  • Drafted employee work schedules to fill coverage gaps.
  • Organized weekly team meetings to address challenges, review progress, and set goals for continuous improvement.
  • Maintained confidentiality of sensitive information pertaining to guests, employees, or hotel operations.
  • Enhanced revenue and gross profits by eliminating waste and maximizing customer satisfaction.
  • Streamlined check-in and check-out processes for a smoother guest experience.
  • Boosted efficiency by monitoring employee performance closely and providing constructive feedback when necessary.
  • Ensured accurate billing procedures were followed consistently by front desk staff members.
  • Increased repeat business through personalized guest interactions and exceptional service delivery.
  • Managed room inventory to optimize revenue opportunities during high-demand periods.
  • Spearheaded initiatives that improved overall communication between different departments within the hotel property.
  • Contributed towards achieving budgetary targets set by senior management through effective cost control measures.
  • Implemented new procedures for handling guest complaints, resulting in increased customer satisfaction ratings.
  • Recommended strong business plans, operational decisions and financial processes to support business sustainability.
  • Encouraged and mentored employees to boost performance and remove process inefficiencies.
  • Protected staff and customers and minimized legal issues by quickly resolving safety issues.
  • Served as floating manager-on-duty, MOD, to cover shift shortage.
  • Created reports, presentations and other materials for executive staff.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Identified opportunities to streamline processes and improve office operations and efficiency.
  • Implemented project management techniques to overcome obstacles and increase team productivity.
  • Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures.
  • Created, prepared, and delivered reports to various departments.
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Coached employees through day-to-day work and complex problems.
  • Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
  • Developed procedures to establish accurate and organized check-in and check-out processes.

Guest Service Manager

Resorts World Genting
01.2020 - 06.2022
  • Coordinated luggage collection, transportation and storage.
  • Implemented procedures and services to improve hotel services and amenities.
  • Understood and implemented safety and emergency procedures.
  • Analyzed feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality.
  • Monitored staff training, scheduling and shift changes.
  • Enhanced guest satisfaction by promptly addressing inquiries and providing personalized assistance.
  • Collaborated with other departments to coordinate guest services, resulting in seamless experiences for guests.
  • Managed team of front desk staff, fostering a supportive work environment and enhancing overall performance.
  • Conducted regular staff training sessions on customer service standards and company policies, promoting a consistent level of service across the team.
  • Monitored inventory levels of essential supplies, proactively ordering replacements to avoid shortages or delays in guest services.
  • Streamlined front desk operations for improved efficiency, utilizing strong organizational skills.
  • Maintained accurate records of guest information and preferences, using this data to provide personalized experiences during future stays.
  • Maintained and troubleshot hotel property management systems.
  • Reviewed daily bookings, preparing guest rooms prior to arrival.
  • Implemented new procedures to reduce wait times during check-in and check-out processes, leading to higher guest satisfaction ratings.
  • Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
  • Ensured a safe and secure environment for both guests and staff by enforcing established safety procedures and protocols at all times.
  • Oversaw daily cash handling procedures at the front desk, ensuring accuracy in financial transactions while minimizing discrepancies or losses due to errors.
  • Evaluated employee performance regularly, offering constructive feedback and coaching as needed to improve individual skill sets and overall team effectiveness.
  • Established strong rapport with VIP guests by providing personalized attention and anticipating their needs throughout their stay.
  • Attended to customer needs, responding to questions, complaints and escalations.
  • Created an open communication environment within the team that encouraged idea-sharing and fostered collaboration among colleagues for continuous improvement efforts.
  • Increased repeat business by ensuring exceptional customer service and maintaining positive guest relationships.
  • Coordinated special events and group bookings, ensuring all details were accurately executed for successful outcomes.
  • Oversaw lobby operations and concierge services.
  • Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Greeted and assisted guests by gathering information pertaining to reservations or requests.
  • Established and upheld high standards, promoting great customer service and assistance to guests.
  • Hired and trained new employees, demonstrating best methods for serving clients and guests.
  • Solicited and reviewed guest feedback and promptly resolved complaints.
  • Oversaw day-to-day operations of 425-room hotel with staff of 45 employees.
  • Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.

Duty Manager

Resorts World Genting
06.2007 - 12.2019
  • Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
  • Trained employees in essential job functions.
  • Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
  • Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
  • Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
  • Supervised and coordinated team to provide guidance and support and maximize performance.
  • Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
  • Monitored daily financial reports, reconciling discrepancies to ensure accurate accounting records were maintained at all times.
  • Initiated plans to improve customer relations, quality standards, and service efficiency.
  • Conducted regular performance evaluations for team members, identifying areas of improvement and recommending appropriate action plans.
  • Served as the primary point of contact for VIP guests, ensuring personalized service and exceptional experiences throughout their stay.
  • Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
  • Implemented new procedures to optimize workflow efficiency within the front desk team.
  • Ensured compliance with all company policies, local regulations, and industry standards related to hotel operations.
  • Mentored and supported junior staff members to apply best practices and follow procedures.
  • Enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.
  • Maintained a safe and secure environment for guests and employees through regular facility inspections and adherence to safety protocols.
  • Oversaw inventory management, ordering supplies as needed to maintain adequate stock levels and minimize waste.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Established team priorities, maintained schedules and monitored performance.
  • Defined clear targets and objectives and communicated to other team members.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

Club Supervisor

Resorts World Genting
01.2007 - 05.2007
  • Enhanced customer satisfaction by providing exceptional service and promptly addressing concerns.
  • Fostered a positive work environment among staff members through team-building activities and open communication channels.
  • Continuously assessed processes for improvement opportunities leading to increased efficiency within various aspects of club management.
  • Developed strong rapport with members, fostering a sense of community within the club.
  • Coordinated with other department supervisors to ensure smooth integration of services throughout different areas of the facility.
  • Led staff training sessions to improve overall performance and customer service skills.
  • Boosted member retention rates through personalized outreach efforts and tailored membership packages.
  • Streamlined club operations through effective staff scheduling, task delegation, and resource allocation.
  • Maintained an inviting atmosphere within the club facilities, ensuring cleanliness and orderliness at all times.
  • Implemented safety protocols to ensure the well-being of all members and staff during club activities.
  • Set high standards for quality service delivery while empowering employees to take ownership of their roles.
  • Evaluated employee performance regularly, providing constructive feedback for improvement when necessary.
  • Spearheaded community outreach initiatives to raise awareness about the club''s offerings in surrounding areas.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
  • Kept high average of performance evaluations.
  • Monitored front areas so that questions could be promptly addressed.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Interceded between employees during arguments and diffused tense situations.
  • Trained team members on new hotel services and products to support promotional efforts.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.

Front Office Supervisor

Resorts World Genting
01.2003 - 12.2006
  • Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
  • Coordinated with other departments to resolve any guest issues promptly, ensuring a seamless guest experience from arrival to departure.
  • Organized staff scheduling effectively to maintain appropriate coverage during peak hours without compromising service quality.
  • Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
  • Collaborated with housekeeping and maintenance teams to ensure room availability and quality standards were met.
  • Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
  • Contributed valuable insights during management meetings, ultimately influencing hotel policies and procedures for better guest satisfaction.
  • Conducted regular performance evaluations for front office staff to foster professional growth and development opportunities.
  • Monitored occupancy rates to maximize revenue while maintaining exceptional guest experience.
  • Promoted positive work environment by fostering teamwork among front office staff members.
  • Dispersed petty cash to employees and collected and managed receipts.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Achieved high-quality service by maintaining open communication channels among team members.
  • Assisted staff with troubleshooting and resolution of software and hardware issues to minimize downtime.
  • Reconciled end-of-day reports to determine accurate billing and payment processing.
  • Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
  • Created, prepared, and delivered reports to various departments.
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Coached employees through day-to-day work and complex problems.
  • Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
  • Developed procedures to establish accurate and organized check-in and check-out processes.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
  • Monitored front areas so that questions could be promptly addressed.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Interceded between employees during arguments and diffused tense situations.
  • Trained team members on new hotel services and products to support promotional efforts.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.

Front Office Assistant

Resorts World Genting
01.1999 - 12.2002
  • Enhanced customer satisfaction by promptly addressing inquiries and concerns at the front desk.
  • Handled financial transactions accurately by processing payments, issuing receipts, and maintaining detailed records of all transactions.
  • Directed phone inquiries, answered customer questions, and scheduled appointments.
  • Maintained a professional and welcoming environment for clients, contributing to an overall positive experience.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Responded to inquiries from callers seeking information.
  • Updated client databases regularly while maintaining accuracy in contact details comprehensively.
  • Contributed to office sustainability efforts by implementing recycling and energy-saving initiatives.
  • Reduced wait times for visitors by implementing more efficient check-in process.
  • Ensured confidentiality and security of sensitive information through diligent record-keeping and data entry.
  • Managed multi-line phone system to direct calls to appropriate departments, enhancing communication efficiency.
  • Contributed to positive first impression of office by greeting visitors warmly and professionally.
  • Enhanced patient experience by providing helpful information and answering queries with empathy and professionalism.
  • Increased customer service success rates by quickly resolving issues.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Followed detailed directions from management to complete daily paperwork and computer data entry.
  • Volunteered to help with special projects of varying degrees of complexity.

Education

No Degree - Hospitality Management

KDU College
Penang
04.2001 -

Skills

    Customer service

    Relationship building

    Documentation and control

    Administrative skills

    Oral and writing communication

    Listening skills

    Team management

    Guest relations

    Complaint handling

    Staff management

    Issue handling

    Hospitality services

    Customer relations

    Operations management

    Employee supervision

    Revenue management

    Policy and procedure modification

    Property management systems

    Operational reporting

    Workflow coordination

    Effective planning

    Inventory control

    Expense reporting

    Staff training and development

    Workflow planning

    Emergency preparedness

    Training and coaching

    Budgeting and financial planning

    Financial reporting

    Project management

    Hotel information

    Microsoft Office Suite

    Effective multitasking

    Payroll and budgeting

    Schedule coordination

    Decision-making capacity

    Strong leadership

    Time management abilities

    Administration and reporting

    Team building

    Teamwork and collaboration

    Decision-making

    Active listening

    Adaptability

    Team collaboration

    Excellent communication

    Problem-solving

    Adaptability and flexibility

    Analytical skills

    Computer skills

    MS office

    Reliability

    Customer relationship management

    Positive attitude

    Financial management

    Team leadership

    Goal setting

    Team development

    Scheduling and coordinating

    Multitasking Abilities

Timeline

Front Office Manager

Resorts World Genting
04.2025 - Current

Assistant Front Office Manager

Resorts World Genting
07.2022 - 03.2025

Guest Service Manager

Resorts World Genting
01.2020 - 06.2022

Duty Manager

Resorts World Genting
06.2007 - 12.2019

Club Supervisor

Resorts World Genting
01.2007 - 05.2007

Front Office Supervisor

Resorts World Genting
01.2003 - 12.2006

No Degree - Hospitality Management

KDU College
04.2001 -

Front Office Assistant

Resorts World Genting
01.1999 - 12.2002

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Billy AngFront Office Manager