Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
References
Certification
Learning
Timeline
Hi, I’m

DJ DAVE @ MOHD AMBRAN BIDUL

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DJ DAVE @ MOHD AMBRAN BIDUL

Summary

Secure a responsible career opportunity to fully utilize training and skills, while making a significant contribution to the success of the company. Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs.

Diligent trainer and mentor with exceptional management abilities and results-driven approach. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Intelligent management professional with exceptional knowledge of venues, tourist attractions, dining and entertainment offerings. Extensive background in hotel management positions for high-end resorts.

Overview

20
years of professional experience
1
Certification

Work History

Shangri-La Rasa Sayang Penang

Guest History Manager
2023.06 - Current (1 year & 3 months)

Job overview

  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Accomplished multiple tasks within established timeframes.
  • Onboarded new employees with training and new hire documentation.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Increased team productivity by implementing streamlined processes and effective communication strategies.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Facilitated successful cross-functional collaborations for completion of key projects, fostering strong working relationships among team members. Managed and motivated employees to be productive and engaged in work.
  • Improved marketing to attract new customers and promote business.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Supervised team of 10 front desk agents and helped to resolve issues arising during shifts
  • Oversaw day-to-day operations of 280-room hotel with staff of 300 employees

MANAGEPAY SYSTEMS SDN BHD

Customer Service Manager
2020.06 - 2020.10 (4 months)

Job overview

  • Develop and implement call center / Service Assurance/ customer service policies and procedures
  • Build & maintain strong relationship with various stakeholders and act as the principal linkage to the business with regards to steering groups, committees & other business facing groups, and as part of the overall project management team
  • Ensure after project go-live or successful implementation, services no issue and smooth services to client
  • Consistently monitor and attend to customer feedback and resolve reported issues
  • Review and assess customer service contracts
  • Oversee achievement and maintenance of agreed customer service levels and standards
  • Manage and direct daily operations of call center /customer service team
  • Train and assist daily operations of call center / customer service team.

HATTEN GROUP SDN BHD

Customer Insights and Preferred Program Manager
2019.01 - 2020.06 (1 year & 5 months)

Job overview

  • Responsible for support mobile app task for company
  • Responsible for monitoring Marketing Campaign and Marketing Strategy
  • Responsible for implementation and monitoring of company website.
  • Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
  • Leveraged project management processes and tools to define and execute projects.
  • Managed and supervised administrative and daily program operations, complying with policies and regulations.
  • Negotiated contracts with vendors, securing favorable terms that supported budgetary constraints.
  • Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
  • Coached team members on professional development opportunities, contributing to improved overall performance.
  • Spearheaded innovative problem-solving techniques that addressed challenges head-on, resulting in effective resolution measures.
  • Increased customer satisfaction through effective communication of program goals and expectations.
  • Designed and developed programs and projects for dissemination to personnel.
  • Optimized resource allocation, effectively balancing priorities and managing competing demands.
  • Championed best practices in project management, fostering a culture of continuous improvement.
  • Leveraged technology tools for enhanced project tracking, reporting, and information sharing among team members.
  • Enhanced project visibility with regular status updates, leading to increased stakeholder engagement.
  • Demonstrated strong writing and presentation skills to develop briefs, memorandums and analytical reports for clients.
  • Managed multiple strategic projects with numerous sub-projects or workstreams.
  • Participated in vendor selection and management process for program initiatives.
  • Managed cross-functional teams for successful project completion within deadlines and budgets.
  • Researched industry best practices in support of training development and program content.
  • Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
  • Improved program efficiency by streamlining processes and implementing time-saving solutions.

HOSPITALITY MARKETING CONCEPTS

Sales Manager
2015.08 - 2018.02 (2 years & 6 months)

Job overview

  • Maintain Local Telemarketing payroll at below 25%
  • Manage - HR Policy's including attendance, timekeeping & annual leave to the HR department
  • Recruitment campaign at least ONCE per week, filling up morning shift seats is to be first priority
  • Maintaining staffing level to 80% at all times
  • Eliminating unproductive staff on an weekly basis
  • Raise bench mark of all TSR's to improve sales to staff ratio
  • Program Profit Margin of minimum of 38%
  • In charge Program for Hilton Premium Club KL
  • In charge the Program for One Farrer Hotel & Spa at Singapore
  • In charge Program for Hilton Premium Club, Hilton Petaling Jaya
  • In charge Program for Avani Sepang Gold Coast Resort.

Impact Marketing Group

Programme Manager
2003.10 - 2008.08 (4 years & 10 months)

Job overview

  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked well in a team setting, providing support and guidance.
  • Worked effectively in fast-paced environments.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Excellent communication skills, both verbal and written.
  • Organized and detail-oriented with a strong work ethic.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Cultivated interpersonal skills by building positive relationships with others.
  • Developed and maintained courteous and effective working relationships.
  • Identified issues, analyzed information and provided solutions to problems.
  • Paid attention to detail while completing assignments.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Strengthened communication skills through regular interactions with others.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Education

UNIVERSITY TUN ABDUL RAZAK Kuala Lumpur

Doctor of Philosophy in Management from Phd in Management
01.2025

University Overview

UNIVERSITY TUN ABDUL RAZAK Kuala Lumpur

Master in Management from Master in Management
01.2022

University Overview

BERJAYA TVET COLLEGE Kuala Lumpur

Professional Diploma in International Hospitality Leadership from International Hospitality
11.2021

University Overview

UNIVERSITY TECHNOLOGY MALAYSIA Kuala Lumpur

Engineering in Business Management from Engineering Business Management
01.2020

University Overview

Skills

  • Business Communication
  • Microsoft Word
  • Microsoft Excel
  • Microsoft PowerPoint
  • Operations Management
  • Key Performance Indicators
  • Sales Techniques
  • Customer Relationship Management (CRM)
  • Salesforce Management
  • Brand Management
  • Process Improvement
  • Customer Relationship Management
  • Human Resources Management

Accomplishments

Accomplishments
  • Collaborated with team of 5 in the development of Shangri-La Circle Membership.
  • Resolved product issue through consumer testing.
  • Supervised team of 20 staff members.
  • Documented and resolved guest complaint which led to the success best experience memorable.

Languages

English
Malay

References

References


  • GOH KON LEN, Director of Human Resources Shangri-La Rasa Sayang Penang
  • SHARLIN JULIUS, Director of Room Shangri-La Batu Rasa Ria Kota Kinabalu
  • DAN LEE, Director of Art Hatten Group Sdn Bhd
  • PROF DATIN PADUKA DR SAMSINAR BT SIDIL, Vice Chancellor of University Tun Abdul Razak (UNIRAZAK)

Certification

  • CM - Certified Manager Certification

Learning

Learning

Consumer Engagement Theory:


This theory explores the depth of customer-brand interactions and relationships. It can help understand how luxury accommodations foster engagement through personalized experiences, loyalty programs, and interactive touchpoints.

Selecting and applying the most relevant theories will depend on your specific research objectives, questions, and the aspects of customer experiences and behaviors you aim to explore within the context of luxury hotels and resorts in Malaysia.

Timeline

Guest History Manager
Shangri-La Rasa Sayang Penang
2023.06 - Current (1 year & 3 months)
Customer Service Manager
MANAGEPAY SYSTEMS SDN BHD
2020.06 - 2020.10 (4 months)
Customer Insights and Preferred Program Manager
HATTEN GROUP SDN BHD
2019.01 - 2020.06 (1 year & 5 months)
Sales Manager
HOSPITALITY MARKETING CONCEPTS
2015.08 - 2018.02 (2 years & 6 months)
Programme Manager
Impact Marketing Group
2003.10 - 2008.08 (4 years & 10 months)
UNIVERSITY TUN ABDUL RAZAK
Doctor of Philosophy in Management from Phd in Management
UNIVERSITY TUN ABDUL RAZAK
Master in Management from Master in Management
BERJAYA TVET COLLEGE
Professional Diploma in International Hospitality Leadership from International Hospitality
UNIVERSITY TECHNOLOGY MALAYSIA
Engineering in Business Management from Engineering Business Management
  • CM - Certified Manager Certification

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DJ DAVE @ MOHD AMBRAN BIDUL