Clement Rudolf Jokly
Data Analysis
The Tamarind Jalan Sentul Indah
Summary
Cheerful Concierge with excellent customer service and interpersonal skills. Friendly, approachable and helpful in responding to queries and resolving issues. Track record of increasing customer satisfaction and enhancing travel experience. Recent graduate with hospitality management degree. Gifted in handling guest needs and resolving issues. Pursuing position hospitality industry focused on providing exceptional service. Energetic professional with broad background in arranging activities, tours and transportation for guests. Demonstrates multi-tasking and time management skills to fulfill tasks before deadline. Seeking growth, stability and promising career to exemplify skills and talents. Knowledgeable and skilled front desk professional successful at balancing guest and business needs. Well-organized in managing check-in and checkout procedures, as well as coordinating services with diverse team members. Good multitasking, planning and communication skills. Productive employee with proven track record of successful project management and producing quality outcomes through leadership and team motivation. Works with clients to determine requirements and provide excellent service. Motivated with years of progressive experience. Energetic self-starter and team builder. Navigates high-stress situations and achieves goals on time and under budget. Enthusiastic Guest Services Manager with genuine desire to serve guests. Supports day-to-day running of Front Office, leading and inspiring receptionists to create memorable guest experiences. Experienced Guest Services Manager with talent in building excellent communication and relationship with guests. Recruits, trains and motivates teams across all departments. Supports General Managers in various duties. Confident Guest Service Manager with natural leadership skills. Leads and manages Front-Desk Team to create friendly environment for both co-workers and guests. Contributes to business success of organization by managing client satisfaction. Excellent communicator in person and in writing. Charismatic professional with solid background of supervising staff and overseeing schedules and performance. Excellent leadership and management skills. Seeking growth, stability and promising career to exemplify skills and talents.
Overview
18
18
years of professional experience
4009
4009
years of post-secondary education
6
6
Certificates
4
4
Languages
Work History
Security and Safety Supervisor
Ibis Hotel
08.2024 - Current
- Developed comprehensive evacuation plans, streamlining emergency responses during critical situations.
- Enhanced security measures by conducting regular risk assessments and implementing appropriate protocols.
- Monitored CCTV footage, ensuring prompt response to potential threats or security breaches.
- Collaborated with law enforcement agencies for improved security measures and crisis management plans.
- Conducted thorough investigations of security incidents, leading to the resolution of numerous cases.
- Reduced safety incidents by establishing clear safety guidelines and providing staff training on emergency procedures.
- Maintained detailed records of security incidents, contributing to the development of effective preventive strategies.
- Provided expert guidance in developing workplace safety policies, resulting in decreased accident rates.
- Supervised a team of security officers, fostering professional development and consistent performance improvements.
- Managed access control systems to maintain a secure environment for employees and visitors.
- Coordinated fire drills and other emergency simulations, ensuring staff preparedness in high-pressure situations.
- Monitored alarm systems and CCTV footage to enable prompt attention and response.
- Coordinated with security personnel or other departments to establish safety of visitors and staff.
- Supervised team of 10 people security personnel during shift.
- Responded swiftly to security incidents and effectively resolved security issues.
- Monitored and maintained CCTV and access control systems to protect personnel and assets.
- Evaluated security systems and procedures to identify areas for improvement.
- Coordinated protective service operations with other emergency response agencies.
- Coordinated with IT personnel regarding security of digital assets and information systems.
- Developed and maintained emergency response plans to promote fast and effective action during crises.
- Worked in fast-paced and high-risk environments while maintaining exceptional standards of excellence for security programs, strategies, and plans.
SECURITY OFFICER CUM DRIVER SHUTTEL SERVICE
Ascott Star Alpine Star Management
10.2023 - 07.2024
- Discussed security policies and procedures with guests and hotel staff.
- Coordinated special occasions, arranging florists, event planners and photographers based on desired specifications.
- Helped guests with mobility issues, offering wheelchair assistance and carrying luggage.
- Ordered home deliveries for clients, arranging grocery and dry cleaning deliveries.
- Worked closely with guests, celebrities and VIPs, showing extreme professionalism and respect for privacy.
- Supported local sports teams, museums, restaurants and other tourist-oriented spots by informing hotel guests of daily events.
- Scheduled deliveries of various items including flowers, gifts and balloons and made guest reservations for spa services and dining.
- Researched local venues, restaurants and visitor spots to facilitate guest requests.
- Handled all transportation arrangements to and from the airport, train station and local events for visitors upon request.
- Managed travel arrangements, booking flights, arranging accommodation and transfers for guests.
- Welcomed guests at reception, providing friendly and professional service.
- Organized social events including hotel cocktail parties and charity events.
- Updated the front desk's concierge book on daily basis for visitors to access most relevant information.
- Monitored CCTV cameras, and fire and alarm systems.
- Coordinated security for events and implemented emergency procedures when required.
- Reported daily activity, incidents, audits, safety repairs and irregularities encompassing property damage, theft and presence of unauthorised persons.
- Monitored and maintained control of large crowds during events.
- Reported security incidents, accidents and medical emergencies to law enforcement.
- Checked passes and credentials of person seeking to enter property and issued passes for guests.
- Regulated and directed vehicle and pedestrian traffic at access point to maintain orderly flow.
- Upheld high safety standards by identifying and reporting fire hazards and leaking pipes to management for maintenance and repairs.
- Implemented updated security protocols to address lapses created by advances in technology and criminal strategies.
- Monitored and authorized entry and departure of employees to guard against theft and maintain security of premises.
- Participated in fire and evacuation drills to evaluate exit routes and procedures and identify opportunities for improvement.
- Operated video surveillance software and equipment to monitor premises for trespassers and suspicious activity.
- Routinely transported clients to and from inner-city locations.
- Obtained signatures needed to complete and process paperwork upon deliveries.
- Accurately logged deliveries, incidents and expenses.
- Represented highest standards brand when on road.
- Washed and cleaned vehicle exterior weekly, keeping vehicle presentable and clean.
- Loaded vehicle, properly securing items to prevent load shifting and damage during transportation.
- Planned best, safest and most efficient routes for journeys using navigational systems and maps.
- Greeted passengers with warm, friendly welcome for an excellent first impression.
- Delivered goods and services to customers on time and made sure they were in excellent condition.
- Remained calm during rush hour and other stressful driving situations.
- Continuously monitored traffic reports, forward-planning arrangements for travel delays where necessary.
- Notified management of vehicle safety concerns and issues.
- Used safe driving practices at all times when operating vehicles.
- Collected and delivered goods and materials.
- Followed highway codes at all times when driving company vehicles and transporting goods.
- Safely operated different company vehicles, including cars, vans and light- and heavy-duty lorries.
FRONT OFFICE GUEST SERVICE
Ascott Star Alpine Star Managemant
08.2023 - 09.2023
- Recepon operator phone call and concierge informaon
- Ensured customer service stayed excellent, attentive and helpful by proactively going the extra mile to assist customer needs.
- Maintained extensive knowledge of product range to effectively answer employee and customer queries on product specifications.
- Maintained excellent customer relationships by efficiently solving queries, complaints and issues.
- Addressed complex customer complaints transferred by the team, skilfully solving in an efficient and effective manner to maintain customer satisfaction.
- Maintained excellent customer satisfaction by assisting and helping them with any questions, stock queries and complaints.
- Ensured positive customer experience was maintained by monitoring through introduction and customer care calls.
- Effectively managed customer complaints, providing smart solutions or escalating to management.
- Communicated with clients to obtain a better understanding of needs and make recommendations on appropriate products.
- Took ownership of enquiries, effectively handling any customer issues to ensure suitable resolutions for customers.
- Listened to clients to identify requirements and prepare accurate tickets for further action.
- Processed payments for clients and created invoices for outstanding balances.
- Remained calm under pressure to handle customer complaints and solve problems.
- Attended to incoming enquiries within target timeframes.
- Received calls and redirected individuals to relevant departments for smooth customer care.
- Navigated internal database to execute tasks quickly and efficiently.
- Reviewed submitted complaints and prioritized responses by submission time or other factors.
- Collected customer data, processing in line with GDPR guidelines.
- Wrote professional business correspondence and prepared informational sheets for clients.
- Collected and updated accurate customer information to generate meaningful insights.
- Maintained working knowledge of available products and services for enhanced customer service.
- Followed-up on customer interactions to provide further support.
FRONT OFFICE BUTTLER CLUB FLOOR
Ames Hotel
01.2023 - 07.2023
- Ensured guests were greeted with a warm welcome, hosting appropriately in line with traditions.
- Offered expert valeting service to , ensuring clothing and shoes were cared for and presented impeccably.
- Provided expert care at mealtimes, ensuring professionally flawless day-to-day table service and drinks service.
- Worked closely with to maintain outstanding levels of care and service to guests at all times.
- Managed a well-stocked wine cellar, picking and pairing suitable wines for everyday occasions and special events.
- Deep cleaned homes after parties and special events with up to guests.
- Ensured guests were greeted with a warm welcome, hosting appropriately in line with traditions.
- Worked closely with to maintain outstanding levels of care and service to guests at all times.
- Answered calls and took messages during owner absences.
- Kept floors spotless using Hoovers, mops and brushes for deep cleaning.
- Helped families by running errands during workday to pick up shopping, drop off mail and walk pets.
- Dusted and polished with meticulous attention to detail, minimising risks of breakages and damage.
- Reliable Domestic Housekeeper with experience maintaining client homes. Hardworking and service-driven with great organisational and time management skills.
- Planted and arranged flowers according to client preferences.
- Assisted clients with babysitting duties when required, changing nappies, feeding and baby monitoring.
- Cleaned building exterior with polishing of windows, removing moss, pressure-washing patios and cleaning doors.
- Managed bathroom disinfection and sanitisation with limescale descaling, toilet bleaching and floor mopping.
- Prepared variety of meals for customers, completing according to preferences and dietary needs.
- Moved furniture and cleaned baseboards in carpeted rooms before vacuuming.
- Prepared room and linen changes prior to arrival of house guests.
- Organised and managed laundry and ironing duties for clients.
- Completed intensive carpet cleaning, removing stains and restoring condition to exceptionally high standards.
- Maintained outstanding customer relationships by providing high-quality cleaning service.
- Supported maintenance needs by changing lightbulbs, repairing broken ornaments and unblocking sinks and toilets.
- Conducted regular, deep cleaning of ovens, grills, hobs, microwaves.
- Trained new team members to manage laundry and cleaning duties.
- Handled communications systems.
- Identified depleted items, requested supplies and submitted purchase orders to maintain good stock levels.
- Handled complaints and concerns of customers.
- Provided bookkeeping of important files.
- Captured and processed client information, entering data into online systems for wider company use.
- Welcomed guests and clients in friendly, positive manner.
- Answered and directed incoming calls to relevant staff members using multi-line telephone system.
- Maintained clean and orderly reception area to impress and welcome visitors.
- Processed and distributed incoming correspondence to relevant staff, facilitating team communication.
- Delivered polite, professional customer service to enhance business reputation through positive first impressions.
- Arranged wardrobes, organising based on season, styles and customer preferences.
TRAVEL OVERSEES SOUTH KOREA
Hotel Cozy Guest House Iteawon
02.2020 - 12.2022
- Multitasking reception and become cleaner service for the room
- Answered and directed incoming calls to relevant staff members using multi-line telephone system.
- Processed and distributed incoming correspondence to relevant staff, facilitating team communication.
- Delivered polite, professional customer service to enhance business reputation through positive first impressions.
- Directed clerical tasks, including copying, faxing and file management.
- Maintained clean and orderly reception area to impress and welcome visitors.
- Collaborated effectively with customers and staff to maintain smooth-running company operations.
- Offered outstanding hospitality throughout client visits, aiding positive customer experiences and loyalty.
- Handled incoming telephone calls, taking accurate messages and relaying to personnel to support timely communication.
- Booked conference rooms and meeting spaces, coordinating supplies and catering for company events.
- Performed routine cleaning equipment and machinery inspections to maintain proper, safe working order.
- Deep cleaned floors by shampooing, hoovering, mopping and sweeping surfaces.
- Kept cleaning supplies well-stocked by conducting regular item counts and ordering replacements in advance.
TRAVEL OVERSEES SOUTH KOREA
Operator Factory Hyundai
01.2018 - 12.2020
- Driver forklift and handling cable kern machine (professional) arrangement store
- Checked work throughout production phases for good quality control.
- Resolved conflicts between team members to maintain group harmony and productivity.
- Achieved productivity targets by motivating and incentivising manufacturing teams.
- Managed assembly activities from initial steps to final completion.
FRONT OFFICE GUEST SERVICE
Resident Somerset Hotel
01.2015 - 12.2017
- Handled communications systems.
- Identified depleted items, requested supplies and submitted purchase orders to maintain good stock levels.
- Sustained financial records using QuickBooks.
- Handled complaints and concerns of customers.
- Provided bookkeeping of important files.
- Filed and maintained invoices, customer records and other paperwork to facilitate ease of retrieval.
- Processed and distributed incoming correspondence to relevant staff, facilitating team communication.
- Maintained clean and orderly reception area to impress and welcome visitors.
- Organised and updated weekly schedules and monthly calendar obligations for various levels of management and junior staff.
- Answered and directed incoming calls to relevant staff members using multi-line telephone system.
- Met incoming customers with professional approach and provided friendly, knowledgeable assistance.
- Captured and processed client information, entering data into online systems for wider company use.
- Collaborated effectively with customers and staff to maintain smooth-running company operations.
- Delivered polite, professional customer service to enhance business reputation through positive first impressions.
- Welcomed guests and clients in friendly, positive manner.
- Directed clerical tasks, including copying, faxing and file management.
- Offered outstanding hospitality throughout client visits, aiding positive customer experiences and loyalty.
- Coordinated complex schedules for training events and recruitment fairs.
- Handled incoming telephone calls, taking accurate messages and relaying to personnel to support timely communication.
- Monitored and reconciled department expenditures for month-end expense reports.
- Monitored company compliance with regulatory standards and liaised with external agencies to support audits and certifications.
- Handled database updates and digital file management aligned with data security and integrity requirements.
- Booked conference rooms and meeting spaces, coordinating supplies and catering for company events.
- Processed credit card orders and reconciled receipts against credit card statements to support month-end closing.
- Helped to enforce policies and procedures, proactively addressing issues with management.
HOUSEKEEPING ROOM SUPERVISOR AND PUBLIC AREA
Qliq Hotel Damansara
12.2014 - 11.2015
- Placed housekeeping staff on specific shifts and room blocks based on abilities and daily requirements.
- Removed waste, recycling and dirty linen from room attendant carts.
- Motivated team members to deliver optimum results, leading by example through positive interactions with guests and staff.
- Submitted repair requests to maintenance teams for prompt remedy.
- Sustained safety protocols, ensuring proper and cost-effective equipment and material usage.
- Evaluated housekeepers' performance, providing constructive feedback to improve efficiency.
- Stocked room attendant carts with adequate supplies, maintaining efficient housekeeping services.
- Trained and guided housekeepers to use brooms, mops and disinfectant products, performing proper cleaning and maintenance tasks.
- Oversaw staff to gauge work productivity, performance and responsibility, delivering quality standards and complying with regulations.
- Responded to queries and resolved issues to maintain smooth communications and professional track record.
FRONT OFFICE GUEST SERVICE OFFICE
Grand Hyatt
12.2012 - 11.2014
- Provided bookkeeping of important files.
- Identified depleted items, requested supplies and submitted purchase orders to maintain good stock levels.
- Provided work schedules for employees per week.
- Handled communications systems.
- Handled complaints and concerns of customers.
- Sustained financial records using QuickBooks.
- Maintained clean and orderly reception area to impress and welcome visitors.
- Answered and directed incoming calls to relevant staff members using multi-line telephone system.
- Processed and distributed incoming correspondence to relevant staff, facilitating team communication.
- Met incoming customers with professional approach and provided friendly, knowledgeable assistance.
- Welcomed guests and clients in friendly, positive manner.
- Captured and processed client information, entering data into online systems for wider company use.
- Filed and maintained invoices, customer records and other paperwork to facilitate ease of retrieval.
- Collaborated effectively with customers and staff to maintain smooth-running company operations.
- Organised and updated weekly schedules and monthly calendar obligations for various levels of management and junior staff.
- Offered outstanding hospitality throughout client visits, aiding positive customer experiences and loyalty.
- Delivered polite, professional customer service to enhance business reputation through positive first impressions.
- Directed clerical tasks, including copying, faxing and file management.
- Handled database updates and digital file management aligned with data security and integrity requirements.
- Monitored and reconciled department expenditures for month-end expense reports.
- Helped to enforce policies and procedures, proactively addressing issues with management.
- Booked conference rooms and meeting spaces, coordinating supplies and catering for company events.
- Coordinated complex schedules for training events and recruitment fairs.
- Monitored company compliance with regulatory standards and liaised with external agencies to support audits and certifications.
- Handled incoming telephone calls, taking accurate messages and relaying to personnel to support timely communication.
- Processed credit card orders and reconciled receipts against credit card statements to support month-end closing.
FRONT OFFICE GUEST SERVICE AGENT
Traders hotel
10.2008 - 11.2012
- Maintained impeccable personal apperance, upholding company reputation.
- Ordered home deliveries for clients, arranging grocery and dry cleaning deliveries.
- Discussed security policies and procedures with guests and hotel staff.
- Coordinated special occasions, arranging florists, event planners and photographers based on desired specifications.
- Helped guests with mobility issues, offering wheelchair assistance and carrying luggage.
- Worked closely with guests, celebrities and VIPs, showing extreme professionalism and respect for privacy.
- Supported local sports teams, museums, restaurants and other tourist-oriented spots by informing hotel guests of daily events.
- Scheduled deliveries of various items including flowers, gifts and balloons and made guest reservations for spa services and dining.
- Researched local venues, restaurants and visitor spots to facilitate guest requests.
- Handled all transportation arrangements to and from the airport, train station and local events for visitors upon request.
- Managed travel arrangements, booking flights, arranging accommodation and transfers for guests.
- Welcomed guests at reception, providing friendly and professional service.
- Responded to special requests, booking limousines and babysitters for evening events.
- Organised social events including hotel cocktail parties and charity events.
- Facilitated concierge desk operations, answering phones and addressing guest concerns.
- Rectified volatile situations quickly through active listening, conflict resolution and dynamic communication skills.
- Contacted previous visitors and potential guests through emailed newsletters with information on events and happenings to build client base.
- Offered every guest a list of the resort's upcoming activities and events upon check-in.
- Updated the front desk's concierge book on daily basis for visitors to access most relevant information.
- Maintained timely adherence to schedules and safety protocols.
- Welcomed passengers with friendly smile, putting passengers at ease and providing enjoyable experience.
HOUSEKEEPING ROOM ATTENDANCE
Traders Hotel
08.2006 - 09.2008
- Kept beds clean and refreshed by changing bed linen and fluffing pillows after use.
- Operated washing machines, tumble dryers and steam presses to deep clean room and customer's laundry.
- Emptied waste and rubbish into correct disposal systems, following company regulations.
- Kept furniture and other objects looking pristine by conducting dusting and polishing tasks after use.
- Quality assessed furniture and other objects before cleaning to identify breakages requiring repair.
- Replaced items such as soap, shower wash, shampoo, tea and coffee after customer use.
- Thoroughly quality assessed rooms after cleaning to ensure rooms were cleaned to required standards.
- Conducted bathroom sanitisation by cleaning toilets, showers, sinks, floors and baths and removing towels for laundry cleaning.
- Conducted floor cleaning tasks such as hoovering, mopping and sweeping, keeping floors looking presentable and hygienic.
- Cleaned guest rooms and changed linen to high standards.
- Maintained security, ensuring each guest room was locked after performing housekeeping services.
- Used specific cleaning products in each guest room as per company procedures.
- Replenished guest rooms with necessary supplies including water glasses, toiletries and paper products.
- Delivered extra linen, paper products and toiletries to guests upon request.
- Welcomed guests, provided answers to questions and anticipated service needs.
- Managed linen trolley, keeping it neat and organised.
- Trained newly hired room attendants on company policies, cleaning procedures and customer service techniques.
- Vacuumed, dusted and polished furniture in common areas, including corridors and lift entrances.
- Accurately managed guest room inventory for establishment rooms.
- Stocked and maintained work trolleys and cupboards with required supplies for daily shifts.
- Wore protective equipment and observed health and safety regulations for handling cleaning chemicals and disposing of waste.
- Informed supervisors after cleaning to avail completed rooms for guest check-ins.
- Collected debris and emptied rubbish bins, disposing of waste through established disposal processes.
- Disinfected and polished kitchen and bathroom fixtures and appliances, removing contamination and dirt.
- Checked room equipment and devices for faults and reported technical and maintenance issues to supervisors for repair.
- Logged, reported and turned in lost and found items, facilitating owner identification and item return.
- Conveyed organisation culture and standards by observing dress codes, code of conduct and helping improve guests' experience.
- Stored and controlled access to potentially harmful materials and chemicals and verified proper labelling of hazardous items.
- Delivered and retrieved items on loan to and from guests after check-in or before check-out.
Education
CERTIFICATE STUDYING MALAYSIA ( SPM ) -
Smk bingkor baru
Keningau, sabahCERTIFICATE STUDYING MALAYSIA ( PMR ) -
SMK Bingkor Baru
Keningau, sabahSkills
Property Management System (PMS)
Data Entry and Database Management
Reservation Systems
Complaint Resolution
Front Desk Operations
Payment Processing
Concierge Service Coordination
Hospitality and Tourism Industry Knowledge
Team Leadership and Training
Service Standard Compliance
Guest Experience Enhancement
Multilingual Communication
Upselling Techniques
Time Management and Scheduling
Conflict Resolution
Detailed Guest Profiling
GPS operation
Safe driving practices
Safety protocols
Guest experiences
Policies and procedures
Fire alarm checks
Safety procedures
VIP services
Customer Service
Mobility assistance
Hospitality
Luggage storage
Interpersonal communications
CCTV monitoring
Access control
Crime prevention
Security audits
Perimeter security
CCTV experience
Daily incident reporting
Investigative procedures
Emergency response
Accomplishments
- Achieved lowest record in guest complaints by adhering innovative service protocols, contributing to 38% increase in guest retention.
- Drove significant revenue growth by mastering upselling techniques and optimizing reservation systems, leading to 32% increase in revenue through upselling.
Certification
Certification attendance.
Timeline
Certification (OSH COORDINATIOR)
10-2024
Security and Safety Supervisor
Ibis Hotel
08.2024 - Current
Certification (OSH TRAINERS PLT) First Aid & C.P.R With AED Training
05-2024
SECURITY OFFICER CUM DRIVER SHUTTEL SERVICE
Ascott Star Alpine Star Management
10.2023 - 07.2024
FRONT OFFICE GUEST SERVICE
Ascott Star Alpine Star Managemant
08.2023 - 09.2023
FRONT OFFICE BUTTLER CLUB FLOOR
Ames Hotel
01.2023 - 07.2023
TRAVEL OVERSEES SOUTH KOREA
Hotel Cozy Guest House Iteawon
02.2020 - 12.2022
TRAVEL OVERSEES SOUTH KOREA
Operator Factory Hyundai
01.2018 - 12.2020
FRONT OFFICE GUEST SERVICE
Resident Somerset Hotel
01.2015 - 12.2017
HOUSEKEEPING ROOM SUPERVISOR AND PUBLIC AREA
Qliq Hotel Damansara
12.2014 - 11.2015
FRONT OFFICE GUEST SERVICE OFFICE
Grand Hyatt
12.2012 - 11.2014
FRONT OFFICE GUEST SERVICE AGENT
Traders hotel
10.2008 - 11.2012
HOUSEKEEPING ROOM ATTENDANCE
Traders Hotel
08.2006 - 09.2008
CERTIFICATE STUDYING MALAYSIA ( SPM ) -
Smk bingkor baru
CERTIFICATE STUDYING MALAYSIA ( PMR ) -
SMK Bingkor Baru
Languages
Malay, English
English
Korean
Dusun kedazan
Playing Guitar
Listen music the sound follow rhythm and understand the lyric