Elizabeth Kidan
Duty Manager
Kuala Lumpur
Summary
Dynamic operational management professional with extensive experience in staff supervision and a commitment to customer service excellence. Proven ability to leverage strong interpersonal skills and strategic thinking to optimize daily operations and enhance team performance. Recognized for effective problem-solving skills and maintaining high standards in fast-paced environments. Dedicated to fostering a collaborative workplace culture that drives efficiency and success.
Overview
17
17
years of professional experience
5
5
Certifications
Work History
Duty Manager
Mandarin Oriental Kuala Lumpur
07.2022 - Current
- Supervise and coordinate staff across multiple departments to ensure consistent service and operational excellence.
- Act as the primary point of contact during assigned shifts, managing any incidents, escalations, or emergencies in a calm and professional manner.
- Monitor operational performance, identify inefficiencies, and implement improvements to streamline workflows and enhance productivity.
- Ensure adherence to health and safety regulations, quality standards, and company policies.
- Support staff development through on-the-job coaching, performance feedback, and team motivation.
- Liaise with senior management to report on shift performance, customer feedback, and any critical incidents.
- Maintain accurate records, shift logs, and reports to support transparency and operational accountability.
Room Controller
Mandarin Oriental Kuala Lumpur
05.2019 - 06.2022
- Oversee daily room assignments, balancing guest preferences, VIP requests, and operational constraints.
- Coordinate room blocks for groups, special events, and long-stay guests, ensuring availability and compliance with booking agreements.
- Monitor and adjust room inventory in property management systems to optimize occupancy and revenue.
- Communicate with Front Desk, Housekeeping, and Maintenance to ensure room readiness and cleanliness prior to guest arrival.
- Handle room moves, upgrades, and out-of-order rooms efficiently to minimize guest inconvenience.
- Support the Reservations and Sales teams by providing accurate room availability data and assisting with special booking arrangements.
- Ensure smooth check-in and check-out processes by preparing accurate arrival and departure reports.
- Address and resolve room assignment issues promptly, maintaining a guest-first mindset.
Guest Service Supervisor
Mandarin Oriental Kuala Lumpur
03.2016 - 04.2019
- Address guest needs, resolve complaints, and ensure high levels of customer satisfaction by handling inquiries and requests promptly.
- Supervise, train, coach, and schedule the guest service team to ensure they perform their duties effectively and professionally.
- Monitor and manage the day-to-day operations of the front desk, lobby, and other guest service areas, ensuring smooth transitions for guests.
- Collaborate with other departments, such as housekeeping, maintenance, and front desk, to coordinate services and address guest needs.
- Act as a first point of contact for escalated issues, whether customer-related or staff-related, and work to find effective solutions.
- Handle financial transactions, manage inventory, and maintain records, as well as assist with budgets and reporting.
Guest Service Agent
Mandarin Oriental Kuala Lumpur
03.2013 - 02.2016
- Greeting guests, providing information about hotel services and local attractions, and creating a welcoming atmosphere.
- Managing reservations, processing check-ins and check-outs, issuing keys, and handling payments and billing.
- Addressing and resolving guest complaints, inquiries, and special requests promptly and professionally.
- Monitoring phones and emails, maintaining guest records, and handling administrative duties to ensure smooth operations.
- Working with other staff, such as housekeeping, food and beverage, and porters, to fulfill guest requirements.
Front Office Assistant
Crowne Plaza Mutiara Kuala Lumpur
03.2012 - 12.2012
- Greet and assist visitors, answer basic inquiries, and provide information. In a hospitality setting, this includes checking guests in and out, handling reservations, and managing payments.
- Answer, screen, and forward incoming phone calls to the appropriate staff member.
- Handle various administrative duties, such as filing, copying, scanning, and maintaining records.
- Keep the reception area clean, organized, and professional. Monitor office supplies and order replacements as needed.
Hotel Receptionist
Winsin Hotel Chinatown
01.2009 - 02.2012
- Greet guests warmly, check them in and out, provide room keys, and assist with their needs throughout their stay.
- Manage bookings, cancellations, and room assignments for both telephone and online inquiries.
- Process payments accurately, handle cash, issue invoices, and manage guest accounts.
- Answer phones, forward calls, take messages, and provide information about hotel services and local attractions.
- Address guest complaints and requests promptly, acting as the first point of contact for issues and coordinating with other staff to find solutions.
Education
High School -
Tebakang International
12.2007
Skills
Time management
Team supervision
Customer service
Relationship building
Customer service focus
Delegating work
Customer communication
Certification
No Medical Leave
Timeline
No Medical Leave
12-2024
Basic Fire Fighting
10-2024
Basic Fire Fighting
08-2022
Duty Manager
Mandarin Oriental Kuala Lumpur
07.2022 - Current
Systems Transformation Project
02-2022
Room Controller
Mandarin Oriental Kuala Lumpur
05.2019 - 06.2022
No Medical Leave
12-2017
Guest Service Supervisor
Mandarin Oriental Kuala Lumpur
03.2016 - 04.2019
Guest Service Agent
Mandarin Oriental Kuala Lumpur
03.2013 - 02.2016
Front Office Assistant
Crowne Plaza Mutiara Kuala Lumpur
03.2012 - 12.2012
Hotel Receptionist
Winsin Hotel Chinatown
01.2009 - 02.2012
High School -
Tebakang International