Dushalenee Mahendran

Project Home (Airbnb)

• Investigate property damage claims raised out by hosts via email
• Call Host or Guest for any urgent cases only
• Review and evaluate the necessary documentations to ensure the authenticity of the claim submitted
• Investigate, perform market research and processes payout according to the workflow
• Ensure the claims are in line with the Host Damage Protection (HDP) terms and conditions
• Initiate recovery from the responsible guests
• Involved in the mediation between the Hosts and Guests
• Identify the bad actors within the platform and apply the suspensions accordingly

Shopee Project

• Primarily handle cases from both buyer and seller via email
• Escalate case to the relevant team if needed
• Record cases on system
• Meet the key performance metrics
• Communicate with client when necessary
• Attend meetings with client
• Take on projects or assignments direct from client
• Help with agent enquiries, assign case to agent and monitor the team in absence of team lead
• Assist to handle other inbound contacts when required
• Clear all the aging case from Logs bucket
• Clear aging cases from agent bucket
• Investigate on the lost or damage parcel
• Proceed with claim from the relevant team or department if needed

• Greet customers.
• Help customers find products, and recommend products.
• Answer customer questions.
• Handle customer complaints.
• Promote sales and loyalty programs.
• Process sales transactions at the cash register, handle cash, card, and digital payments (cashiering).
• Stocking, unloading deliveries, stacking shelves, replenishing stock, checking stock levels, and helping with restocking.
• Train new joiners, new staff.
• Store maintenance: keep the store clean and tidy, ensure products are well organized, and maintain visual merchandising.

• Provide upscale guest service experiences for clients
• Ensure clients are properly greeted upon their arrival and upon departure
• Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
• Coordinate with bellman on the luggage collection/luggage storage
• Liaise with Housekeepers to provide an overall best guest experience
• Manage daily briefing for front office staff before operation
• Oversee check-in and check-out procedures, including reservations and financial transactions
• Manage the front office team including Concierge, operator, cashier, bell man and room controller
• Actively listen to and resolve complaints
• Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
• Manage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating procedures / Appraise team's performance and produce regular reports / Examine daily duties, assign tasks and check on progress
• Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
• Prepare and provide daily report for HOD briefing
• Attend daily HOD meeting in absence of the front office manager
• Communicate with client before and after check in to ensure best guest experience
• Maximize room occupancy and use upselling techniques to promote hotel service and facilities
• Night Audit
• Handle inspection of the hotel for future projects or events
• Organize event such as beach wedding

• Ensure to meet all in house guest daily and check on their stay and experience
• Handle complain and report to Front Office Manager
• Attend daily morning briefing with all HOD to update the outcome from meeting guest
• Prepare a detailed report and send to all HOD on the guest meeting for their future reference
• Update details on VIP or returnee guest in opera system
• Cover guest experience planer team and operator team in helping with check in, check out and answer call
• Reply to all guest email
• Meet and great all check in and check out guest
• Ensure all email is being reply on time by guest experience assistance team
• Maximize room occupancy by upselling techniques to promote hotel service,rooms and facilities
• Cover concierge and cashier team during pick season to assist guest on planning out their day
• Ensure and help the guest experience assistance team complete their daily task
• Provide training to the front office team members
• Handle inspection of the hotel for future projects or events
• Organize event such as beach wedding

• Ensure to meet all in house guest daily and check on their stay and experience
• Handle complain and report to Front Office Manager
• Attend daily morning briefing with all HOD to update the outcome from meeting guest
• Prepare a detailed report and send to all HOD on the guest meeting for their future reference
• Update details on VIP or returnee guest in opera system
• Cover guest experience planer team in helping with check in and check out
• Reply to all guest email
• Maximize room occupancy by upselling techniques to promote hotel service and facilities
• Meet and great all check in and check out guest
• Cover concierge and cashier team during pick season and assist guest on planning out their day
• Cover operator team during pick season
• Handle inspection of the hotel for future projects or events
• Organize event such as beach wedding

• Ensure to meet all in house guest daily and check on their stay and experience
• Handle complain and report to Front Office Manager
• Attend daily morning briefing with front office team
• Prepare a detailed report during night audit and send to all HOD on the guest meeting for their future reference
• Update details about guest in Visual One System (PMS)/ Update new reservation on system
• Handle check in and check out
• Reply to all guest email and answer call (Operator)
• Maximize room occupancy and use upselling techniques to promote hotel service and facilities
• Assist guest with concierge related inquiries
• Update reservations and assign rooms
• Night Audit

• Update guest details on opera system
• Handle personalize check in
• Maximize room occupancy and use upselling techniques to promote hotel service and facilities
• Great all check in and check out guest
• Assist concierge and cashier team during pick season and assist guest on planning out their day

• Perform a variety of cleaning activities such as sweeping, mopping, dusting and polishing
• Ensure all rooms are cared for and inspected according to standards
• Protect equipment and make sure there are no inadequacies
• Notify superiors on any damages, deficits and disturbances
• Deal with reasonable complaints/requests with professionalism and patience
• Check stocking levels of all consumables and replace when appropriate
• Adhere strictly to rules regarding health and safety and be aware of any company-related practices