Dayang Haslinda Juana
Puchong, Selangor
Summary
Customer service oriented with over 20 years of experience, good team player, idea generator, self-motivated, able to work under pressure, punctual, energetic and independent. Display initiative and a positive outlook to all challenges. Good in customer retention. Experienced in servicing NAM SUMMIT, OIC, APEC, ASEAN SUMMIT, 28th ASEAN Armies Rifle Meet 2018 (AARM) and 8th ASEAN Sergeant Majors Annual Meeting 2018 (ASMAM). Results-driven sales performer with solid history of success in bringing in new customers, managing revenue streams and maintaining solid account relationships. Continuously monitor competitors and research market conditions to stay responsive and successful in dynamic environments. Persuasive negotiation and program management abilities.
Overview
32
32
years of professional experience
2
2
years of post-secondary education
Work History
Senior Sales Manager
Mercure Kuala Lumpur Shaw Parade
Kuala Lumpur , Wilayah Persekutuan
1 2022 - Current
- Generate Revenue and maximize the hotel’s market share for Rooms & Convention, Seminar Meetings & Banquet and Food & Beverage through dynamic sales
- Actively participate in achieving personal and departmental goals which contribute to Sales & Marketing budget and targets
- Directly responsible for building and maintaining strong relationships with clientele, growing the business provided and securing new business
- Ensure effective communication with clients / respective inter departments on finalizing details and gives professional advice on set-ups and planning of functions
Cluster Senior Sales Manager (KL Base)
The Pines Melaka
, Melaka
09.2019 - 12.2021
- Generate Revenue for group bookings focusing outskirt Melaka
- Directly responsible for building and maintaining strong relationships with current clientele, growing the business provided and securing new business.
Cluster Business Development Manager (KL Base)
Encore Melaka
01.2019 - 08.2019
- To have sound product knowledge of Hotel Property and understanding of the Industrial coverage assigned to
- Monitors and provides regular and accurate reports on market trends, competitor’s activities and reacts accordingly
- Maximize up selling opportunities whenever possible
- To participate proactively on any Sales & Marketing Projects assigned.
Operation Manager
The Pines Melaka
, Melaka
11.2016 - 12.2018
- Assisting the General Manager in overseeing the entire hotel operation
- Involved in preparing hotel budget and managing cost and expenses.
Front Office Manager
Grand Millennium Kuala Lumpur
Kuala Lumpur , Wilayah Persekutuan
11.2009 - 10.2016
- Fully responsible for the whole Front Office Department such as Concierge, Front Desk, Club Lounge, Call Center, Business Center and Spa
- Involved in planning Profit & Loss, creating and updating Job Descriptions, operating manuals (SOPs) and preparing Policy & Procedure
- Ensuring all sections are well manned and operation runs smoothly
- Work closely with Reservation Manager in day-to-day room inventory
- Work closely with Director of Rooms in preparing the budget as well as completing year end appraisal for all Managers performance.
Assistant Front Office Manager
Grand Millennium Kuala Lumpur
Kuala Lumpur , Wilayah Persekutuan
07.2007 - 10.2009
- Assisting the Front Office Manager in overseeing the department.
Assistant Reservation Manager
Grand Millennium Kuala Lumpur
Kuala Lumpur , Wilayah Persekutuan
06.2007 - 07.2007
- Controlling room booking for FIT and group as well as the inventory
- Ensuring the Market Segment and room rates are tally
- Assisting the Reservation Manager and Director of Revenue indirectly in forecasting hotel business
- Monitoring 3rd party booking and room rates sells according to the hotel occupancy
- Assist the E-Commerce Manager in updating the hotel information as not to mislead the bookers.
Duty Manager
Four Seasons by The Regent Kuala Lumpur
Kuala Lumpur , Wilayah Persekutuan
03.2001 - 06.2007
- Represent the Management in handling hotel guests and patrons on any matters related to hotel operation
- Maintaining good inter personal skill and relation with customers and other sections in the hotel
- Take charge of the department during the absence of the Department Heads.
Front Desk Supervisor
The Regent Kuala Lumpur
Kuala Lumpur , Wilayah Persekutuan
08.1997 - 02.2001
- Overseeing the arrival and departure process in ensuring the consistency of the hotel standard, policy & procedure and main good customer service
- Monitoring the room assignment to ensure guests preferences are met and amenities accorded.
Reservation Supervisor
The Regent Kuala Lumpur
Kuala Lumpur , Wilayah Persekutuan
01.1994 - 07.1997
- Handles corporate group, tour series and airlines booking
- Ensuring all bookings are updated in the system according to the right Market Segment and room rate.
Telephone Operator
The Regent Kuala Lumpur
Kuala Lumpur , Wilayah Persekutuan
11.1992 - 12.1993
- Handles incoming and outgoing calls
- Ensuring all outgoing call posting is accurate and posted into the system through interface.
Education
Diploma in Hotel Management -
Malaysia Association of Hotels (MAH)
Kuala Lumpur 01.1997 - 12.1997
Certificate in Front Office Skills -
National Productivity Center (NPC)
Petaling Jaya, Selangor 02.1992 - 09.1992
Sijil Pelajaran Malaysia (SPM) -
Sekolah Menengah All Saints
Kota Kinabalu, Sabah 01.1991 - 12.1991
Skills
Brand-building strategies
Sales Tracking
Business growth and retention
Performance tracking and evaluations
Personal Information
Date of Birth: 02/28/74
References
- Ms. Amy Loo, +6012 324 8783
- Ms. Nor Azian Mansor, +6012 317 4781
Training
- Hotel Facilities Improvement & Service Delivery Training (HFI & SDT), Sephia HACS, 07/10/24
- HALAL Competency Training, Mercure Kuala Lumpur Shaw Parade, 05/20/23 - 05/21/23
- Sales Power Training, AL Training Solution, 08/01/18
- 7 Habits of Highly Effective People, Diya Training, 03/13/17 - 03/14/17
- Making a Difference, Anas Zubedy (M) Sdn Bhd, 01/07/15 - 01/09/15
- Catch Those Who Cheat You, Jackson Body Language International, 06/18/14 - 06/19/14
- Career Advancement Exposure, Grand Copthorne Waterfront Singapore, 12/06/13 - 12/20/13
- Lure the Tiger Down the Mountain, Art of Influence Training
- OSHA Committee Training, 05/01/13
- Front Desk Upselling, TSA Training Services, 04/01/06
- Emergency First Response (EFR), Quantum Medic, 06/01/05 - 06/01/06
- Manager Development Program, Standard Breakthrough Training, 09/01/03
- Manager Development Program, 11/01/02
- Supervisory Development Training (SDP), The Regent Kuala Lumpur, 01/01/99
- Train the Trainer Workshop, The Regent Kuala Lumpur, 11/01/98
- Guest Services Skills – Do a Little Extra, The Regent Kuala Lumpur, 03/01/97
- Situational Selling Training, The Regent Singapore
- Reservation Sales Training, The Regent Kuala Lumpur, 07/01/96
- Basic Supervisory Skills, The Regent Kuala Lumpur, 10/01/95
- Train the Trainer Workshop, The Regent Kuala Lumpur, 08/01/94
Languages
Malay
Native language
English
Advanced
C1
Timeline
Cluster Senior Sales Manager (KL Base)
The Pines Melaka
09.2019 - 12.2021
Cluster Business Development Manager (KL Base)
Encore Melaka
01.2019 - 08.2019
Operation Manager
The Pines Melaka
11.2016 - 12.2018
Front Office Manager
Grand Millennium Kuala Lumpur
11.2009 - 10.2016
Assistant Front Office Manager
Grand Millennium Kuala Lumpur
07.2007 - 10.2009
Assistant Reservation Manager
Grand Millennium Kuala Lumpur
06.2007 - 07.2007
Duty Manager
Four Seasons by The Regent Kuala Lumpur
03.2001 - 06.2007
Front Desk Supervisor
The Regent Kuala Lumpur
08.1997 - 02.2001
Diploma in Hotel Management -
Malaysia Association of Hotels (MAH)
01.1997 - 12.1997
Reservation Supervisor
The Regent Kuala Lumpur
01.1994 - 07.1997
Telephone Operator
The Regent Kuala Lumpur
11.1992 - 12.1993
Certificate in Front Office Skills -
National Productivity Center (NPC)
02.1992 - 09.1992
Sijil Pelajaran Malaysia (SPM) -
Sekolah Menengah All Saints
01.1991 - 12.1991
Senior Sales Manager
Mercure Kuala Lumpur Shaw Parade
1 2022 - Current
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