Ismail Omar
Resort Manager
Langkawi,Kedah Darul Aman
Summary
A person with a passionate on delivering a service to be remembered, skills & expertise to be shared and developed with the team. 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
20
years of professional experience
3
3
Certificates
Work History
Resort Manager
Ombak Villa Langkawi
Langkawi, Kedah Darul Aman
8 2023 - Current
- To manage and oversee overall business and daily operations for the resort
- Responsible for directing all employee functions of the resort in accordance with the policies and practices of the Company (MK Land Holdings Bhd)
- Responsibilities include the development and implementation of regional strategies for meeting goals in the areas of revenue generation, market share performance, guest satisfaction scores, associate's opinion scores and net operating income.
Front Office Manager
Hilton - Petaling Jaya, Selangor, Malaysia
09.2022 - 07.2023
- Responsible for the strategic management of the Front Office department, following Hilton brand standards, policies and procedures
- Takes charge of the operation of all Front Desk operations, the Transportation team, Concierge, Executive Lounge and telephone service center (MAGIC).
Villa Manager
The Datai Langkawi
Langkawi, Kedah Darul Aman
01.2021 - 08.2022
- To plan, organize, direct and coordinate associates and resources for efficient, well-prepared and profitable service of Food and Beverage, Front Office as well as Housekeeping operation in line with the resort service standards
- Overlooking the operations of Beach Villas, Datai Estate Villa as well as Datai Suite.
Assistant Executive Housekeeper
The Datai Langkawi
Langkawi, Kedah Darul Aman
07.2018 - 01.2021
- Taking charge of the operational of the housekeeping department consisting of 127 units of rooms, Laundry Department, and Public Area
- Liaising directly with other departments for room readiness and maintenance
- Working closely with the Guest Supply and Guest Amenities supplier
- Responsible for controlling and sustaining departmental budget and expenses.
Assistant Front Office Manager
The Datai Langkawi
Langkawi, Kedah Darul Aman
06.2014 - 06.2018
- Handling and managing the Front Office Department's operational (Financial, Development, and Guest Journey) for all sections
- Liaising with Guest Service Manager on responding to all inquiries, requests, and complaints
- Planning and developing departmental training programs
- Responsible for monitoring the movement and manning control of other sections.
Club Floor Manager
Mandarin Oriental, Kuala Lumpur
Kuala Lumpur, Kuala Lumpur
12.2012 - 05.2014
- Fully responsible for the successful day-to-day operation of the Club Floor and Guest Relations Desk
- Ensuring total quality management in all guest services areas and the achievement of the Club Floor financial targets
- Provides supervision, delegation, support, and leadership in the Club Lounge.
Duty Manager
Mandarin Oriental, Kuala Lumpur
Kuala Lumpur, Kuala Lumpur
03.2011 - 12.2012
- Responsible for ensuring high-level guest satisfaction through professional interaction, problem-solving, and follow-through with guests
- Working closely with other departments to ensure smooth hotel operations
- Handling emergency response alerts and ensuring compliance with health, safety, quality, and environmental protection standards.
Guest Services Manager
Sheraton Imperial Kuala Lumpur, Malaysia
Kuala Lumpur, Kuala Lumpur
08.2008 - 02.2010
- Representing the Hotel Manager in ensuring smooth and well-controlled hotel operations
- Handling guest inquiries, requests, and complaints
- Handling crisis management situations
- Taking charge of associates' training and development
- Performing special tasks as assigned by the Front Office Manager, Director of Rooms, and Hotel Manager.
Guest Communications Assistant Manager (Duty Manager)
Tanjung Rhu Resort, Langkawi
Langkawi, Kedah Darul Aman
07.2007 - 08.2008
- Responsible for handling check-in and check-out processes, resolving guest issues, and being on standby for emergency response alerts
- Rotating between different sections of the hotel
- Performing night audit tasks
- Assisting in monitoring the movement and manning control of other sections.
Rooms Controller / Duty Manager
JW Marriott Kuala Lumpur, Malaysia
Kuala Lumpur, Kuala Lumpur
04.2004 - 07.2007
- Responsible for ensuring smooth hotel operations during the shift
- Handling guest issues and incidents
- Assisting in crisis management situations
- Majoring in room assignment, maintenance, and production
- Liaising with other departments for room readiness and maintenance
- Performing additional tasks as assigned by the Front Office Manager, Director of Rooms, and Hotel Manager.
Education
DIP Programme, Hotel Management -
Universiti Utara Malaysia
Skills
Hospitality Management
Hotel/Resort Management
Rooms Division
Crisis Management
Guest satisfaction
Financial reports
Marketing
Budget Planning
Problem-solving abilities
Operational Efficiency
Multitasking Abilities
Training and mentoring
Analytical Thinking
Operational Systems Monitoring
Brand Management
Certification
ServSafe Food Handler
Accomplishments
- Travellers Choice Award (TripAdvisor) for 2023 & 2024 - Ombak Villa Langkawi
- 4 STAR Rating award by MOTAC (Ministry of Tourism, Art & Culture Malaysia) - Ombak Villa Langkawi
- Appointed as main caterer for the Route Asia 2024 Event - Langkawi Hilton (Malaysia) - Hilton Petaling Jaya
- Restructuring the Beach Villa operational manning, flows and Processes - The Datai Langkawi
- Retaining on returnees to 80% - The Datai Langkawi
- Successfully completed on Datai Investing People programme (Collaboration with Local University - Universiti Utara Malaysia) and awarded with Executive Certificate - The Datai Langkawi
- Re-opening of the resort (upon completion the refurbishment) and working closely with major operational equipment suppliers, rooms amenities suppliers and the interior designer as to ensure all items that was purchased is inline with the new Datai Mission & Vision - The Datai Langkawi
- Managed to sustain and increase on the department Guest Online Survey. KPI set for Housekeeping is 92% and at YTD the overall score is at 95% - The Datai Langkawi
- Achieved Green Hotel Award till July 2022 - The Datai Langkawi
- Succeed on LQA/Mystery Shopper Target - Mandarin Oriental Kuala Lumpur
Affiliations
Committee member of Malaysian Association Of Hotels (MAH) for Kedah & Perlis Chapter
Referrals
- Muhammad Nazreen Jaya Abdullah, Resort Manager
The Datai Langkawi
Mobile : +6019 4768 509
Email : jayanazreen.abdullah@thedatai.com
- Effendi Bin Ramley, Hotel Manager
Sheraton Imperial Kuala Lumpur
Mobile : +6019 2331 977
Email : effendi.ramley@sheraton.com
Languages
Malay
Native language
English
Proficient
C2
Bahasa Malaysia
Proficient
C2
Timeline
Front Office Manager
Hilton - Petaling Jaya, Selangor, Malaysia
09.2022 - 07.2023
Villa Manager
The Datai Langkawi
01.2021 - 08.2022
Assistant Executive Housekeeper
The Datai Langkawi
07.2018 - 01.2021
Assistant Front Office Manager
The Datai Langkawi
06.2014 - 06.2018
Club Floor Manager
Mandarin Oriental, Kuala Lumpur
12.2012 - 05.2014
Duty Manager
Mandarin Oriental, Kuala Lumpur
03.2011 - 12.2012
Guest Services Manager
Sheraton Imperial Kuala Lumpur, Malaysia
08.2008 - 02.2010
Guest Communications Assistant Manager (Duty Manager)
Tanjung Rhu Resort, Langkawi
07.2007 - 08.2008
Rooms Controller / Duty Manager
JW Marriott Kuala Lumpur, Malaysia
04.2004 - 07.2007
DIP Programme, Hotel Management -
Universiti Utara Malaysia
Resort Manager
Ombak Villa Langkawi
8 2023 - Current
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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