Charles Sigar Lasung
Guest Service Executive
Johor Bahru
Summary
Strong background in all aspects of customer service and support. Accustomed to working in fast-paced environments with success in effectively handling difficult guest situations. Skills : customer service, sales, administration , management, hospitality.
Overview
24
24
years of professional experience
1
1
Language
Work History
Guest Service Executive
Dream Chaser Boutique Capsule Hotel
07.2024 - Current
- Established long-term client relationships through consistent delivery of high-quality products and services.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
- Mentored junior staff members for accelerated career growth, developing future leaders within the organization.
- Prepared annual data to determine metrics for operational performance.
- Optimized operational efficiency by redesigning processes, systems, and workspaces for increased productivity.
- Interviewed, recruited and trained new onboarding candidates.
- Achieved company growth by implementing strategic marketing plans and business development initiatives.
- Managed cross-functional teams for successful project completion within budgetary constraints and deadlines.
Guest Relation Executive
Park Avenue Hotel & Suites Changi
12.2023 - 05.2024
- Assign work.
- Coach team members for service performance.
- Cultivate workplace relationships and diversity.
- Develop and motivate team members through capability development.
- Develop personal effectiveness at supervisory level.
- Display critical thinking and analytical skills.
- Establish relationships for guest confidence.
- Lead team to develop operational plan.
- Manage a diverse service environment.
- Manage guest/customer concerns and feedback.
- Manage operations for service excellence.
- Monitor workplace safety and security.
- Prepare team roster.
- Read and interpret operational reports.
- Role model the service vision.
- Supervise front office operations.
- Supervise one-stop services.
- Support strategic and operational plans.
Guest Service Executive
Copthorne King's Hotel
03.2023 - 08.2023
- Welcoming guests as they arrive and checking them into their rooms
- Answering phone calls and responding to guest inquiries
- Handling guest complaints and resolving issues in a timely and professional manner
- Processing payments and maintaining accurate guest records
- Assisting guests with luggage and other requests
- Coordinating with housekeeping and maintenance staff to ensure guest rooms are clean and functioning properly
- Maintaining a clean and organized front desk area
- Providing information about hotel amenities, local attractions, and restaurants
- Upselling hotel services and amenities to guests
Guest Service Ambassador
Pan Pacific Serviced Suites Orchard Road
10.2022 - 02.2023
- To provide high quality front desk service, communicate and greet guests in professional manner.
- To handle in-coming telephone calls, letters and faxes, monitor stationary and pantry supplies replenishment.
- To maintain conference rooms bookings, arrange courier service, maintain log of courier deliveries.
- To provide support in any new initiatives and projects.
- Any other duties as assigned by supervisor.
Hotel Receptionist (Night Shift)
Pasir Panjang Inn Hotel
04.2016 - 09.2022
- Welcoming guests and checking their details against their bookings
- Allocating guests their rooms and providing keys
- Answering phones from prospective customers and guests, taking messages and delivering them
- Completing administrative tasks such as filing and photocopying
- Responding to requests for help and information
- Providing concierge services, such as booking theatre tickets, arranging travel and providing information about local amenities and attractions
- Preparing room bills and ensuring prompt payments
- Checking guests out, taking payments and returning deposits
Guest Service Executive
G5 Hotel & Aervices Apartment
05.2015 - 04.2016
- Welcoming guests as they arrive and checking them into their rooms
- Answering phone calls and responding to guest inquiries
- Handling guest complaints and resolving issues in a timely and professional manner
- Processing payments and maintaining accurate guest records
- Assisting guests with luggage and other requests
- Coordinating with housekeeping and maintenance staff to ensure guest rooms are clean and functioning properly
- Maintaining a clean and organized front desk area
- Providing information about hotel amenities, local attractions, and restaurants
- Upselling hotel services and amenities to guests
- Ensuring guest satisfaction throughout their stay
Night Duty Manager
Orchid Garden Hotel
05.2007 - 06.2014
- Ensure the accurate completion of the daily night audit in a timely fashion.
- Must be able to perform the full night audit if needed.
- Oversee preparation of daily summary reports.
- Assist the Front Office Manager in implementing and enforcing financial controls throughout the department, helping with control of operating expenses, scheduling, and purchasing.
- Should Show Initiative, Problem Solving, Staff Training, Team Leading.
- Work closely with the Housekeeping Department to improve guest services and foster cross-departmental communication.
Duty Manager
East Wood Valley Golf & Country Club
01.2014 - 05.2014
- To ensure the efficient operation of the golf club on a daily basis. This is a key position where you will be working as part of the management team alongside the Course and Hospitality managers.
- To provide facilities and services for members consistent with policies as agreed with and defined by the Board of Directors.
- To ensure effective communication between members, committees, partners, and stakeholders.
- To undertake other administrative, financial and management tasks as may arise from time to time as directed by the Board of Directors.
- To ensure that the club operates to the highest Golf Club Managers Association standards.
Guest Service Associate
Purnama Hotel
11.2005 - 04.2007
- Greeting guests upon arrival and making them feel welcomed.
- Administering check-ins and check-outs.
- Providing front desk services to guests.
- Assigning rooms and taking care of administrative duties.
- Delivering mail and messages.
- Processing guest payments.
- Coordinating with bell service and staff management.
- Being a source of information to guests on various matters such as transport and restaurant advice.
- Processing meal and beverage requests.
- Accommodating general and unique requests.
- Diffusing conflict or tense situations with guests.
F&B Cashier
Pearl View Hotel
06.2001 - 07.2004
- Resolving customer complaints or issues
- Putting takeout orders in containers or bags
- Processing discounts and coupons
- Greeting customers as they arrive
- Answering customer questions
- Assisting with or taking customer orders
- Booking reservations
- Upselling and making recommendations
- Completing any return transactions
- Maintaining cleanliness in register stations and tables
- Closing or cashing out the register at the end of the day
- Overseeing customer order completion
- Assisting kitchen staff as needed
- Processing payments and providing change and receipts
Education
Certificate - Banking Operations & Financial Services
Interbanker Centre
Kuching12.1999
GCE O Level - undefined
SMK Lawas
Lawas10.1998
UPSR - undefined
SRB Chung Hua Trusan
Lawas12.1992
Skills
Internet, Word, Excels, HMS, IFCA, OPERA CLOUD
References
Sky, Lee, Ms., sky.lee@milleniumhotels.com, +65 9384 5062, Millennium Hotel
Interests
Listen To Music, Swimming, Hiking & Reading
Timeline
Guest Service Executive
Dream Chaser Boutique Capsule Hotel
07.2024 - Current
Guest Relation Executive
Park Avenue Hotel & Suites Changi
12.2023 - 05.2024
Guest Service Executive
Copthorne King's Hotel
03.2023 - 08.2023
Guest Service Ambassador
Pan Pacific Serviced Suites Orchard Road
10.2022 - 02.2023
Hotel Receptionist (Night Shift)
Pasir Panjang Inn Hotel
04.2016 - 09.2022
Guest Service Executive
G5 Hotel & Aervices Apartment
05.2015 - 04.2016
Duty Manager
East Wood Valley Golf & Country Club
01.2014 - 05.2014
Night Duty Manager
Orchid Garden Hotel
05.2007 - 06.2014
Guest Service Associate
Purnama Hotel
11.2005 - 04.2007
F&B Cashier
Pearl View Hotel
06.2001 - 07.2004
Certificate - Banking Operations & Financial Services
Interbanker Centre
GCE O Level - undefined
SMK Lawas
UPSR - undefined
SRB Chung Hua Trusan
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