IVAN COELHO
FRONT OFFICE MANAGER
Kuala Lumpur
Summary
Productive Front Office Manager with excellent skills in customer service, office management and administrative support. Remains professional and tactful in all situations with focus on increasing satisfaction and retention. Versed in managing vendor and service provider relationships while maintaining meticulous records.. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
14
14
years of professional experience
Work History
Front Office Manager
DOUBLETREE BY HILTON KUALA LUMPUR
01.2022 - Current
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Implemented staff training programs, improving employee performance and team cohesion.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Created, prepared, and delivered reports to various departments.
- Updated guests'' profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Coached employees through day-to-day work and complex problems.
- Analyzed performance metrics to identify areas of improvement in front office operations, implementing changes for better efficiency.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Introduced new booking software, reducing errors and improving reservation management.
- Handled guest complaints with empathy and professionalism, restoring satisfaction swiftly.
- Improved team morale and efficiency with regular training sessions and performance feedback.
- Facilitated team meetings to discuss performance goals, guest feedback, and areas for improvement.
- Organized staff schedules to ensure coverage during all operational hours, accounting for peak times and special events.
- Enhanced onboarding process for new front office staff, reducing time to full productivity.
Bank Clerk
HSBC Malaysia
8 2005 - 8 2010
- Worked for various units under payment services from salary operations to obtaining bank rates from treasury department, to processing cheques
- Acted as a talent management staff and helped various departments in times of high work load and shortage of staff
- Departments covered were outward and inward remittances, rentas and remuneration, accounts payable, inward and outward cheque processing
- Gained in-depth understanding of processes involved in payment services and was able to independently handle any challenges or discrepancies.
ASSISTANT FRONT OFFICE MANAGER
DoubleTree by Hilton Kuala Lumpur
05.2018 - 01.2022
- Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
- Balanced daily cash transactions, accurately maintaining financial records for the front office department.
- Reduced wait times during busy hours by implementing effective strategies for managing guest flow throughout the lobby area.
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
Night Manager
Hilton Petaling Jaya
11.2016 - 04.2018
- Conversant with all hotel emergency procedures in case of an evacuation/ fire alarm or other emergencies
- Ensure the night FOA to conclude the hotel trading day and commences the next, which includes verification and balance of all daily transactions of all hotel outlets
- Inform the housekeeper, concierge, room service of special requests, early and late departures and room changes
- Track room revenues, occupancy percentage and other front office operating statistics, compile statistical information for the hotel's financial records
- Take over from the previous shift and pass on all relevant information to the next shift, including the volume of business, special guests/ events, and items to be clarified/ completed
- Ensure all Front Desk team adhere to all Front Office operation procedures as well as Brand Service standards
- Ensure the integrity of the employee when handling individual cash float or any cash transactions that is been handled within the hotel premises
- Record all important events or incidents occurred within the Hotel premises in the Duty Manager Logbook, with proper details
- Carry out Daily closing and Data backup of the software system for reception and accounting with ensuring that all interfaces are running smoothly at all times
- Carry out regular rounds to check with security at all areas and outlets of the hotel, all the night team members and companies (quality and presence).
Assistant Manager Front Office Cum Night Manager
Palm Garden Hotel Putrajaya
02.2014 - 11.2016
- Ensure employees are offering exceptional customer service by making sure customers are happy with the service and product
- Delegate duties to employees according to their capabilities and motivate employees on a daily basis
- Perform Check in and Check out procedures
- Check the registration cards and postings of Front office Assistants to ensure that data has been input correctly and ease the night audit process
- Assist Bellman when they are busy by sending guest luggage to the room
- Liaise with reception staff, barmen and Dining Room associates in order to carry out their duties when necessary
- Train colleagues to enable them to competently manage their shifts in case of emergency
- Ensure a minimum of one security patrol per hour and that all findings are noted in the Night Shift Log
- Ensure every effort is made to meet guest needs, with all complaints and comments being rectified in accordance of the procedures laid down by the Hotel and Company policies
- Ensure the 'Night Audit' is completed every night by preparing reports for the Hotel Manager, Rooms Operation Manager, Front Office Manager, Finance Manager and the Sales and Marketing Director
- Liaise with senior colleagues to ensure there are sufficient information, directional maps and literature on places of interest within the locality
- Ensure random checks, using master-keys on vacant guest rooms
- Report any irregularities to the Front Office Manager, on the following morning
- Also perform Manager On Duty tasks such as, hotel property roundings, food tasting at outlets to ensure quality of food, inspection of departments to ensure tidiness of work place and safety of workers.
Guest Service Executive
Berjaya Hills-The Chateau
09.2013 - 02.2014
- In charge of the front office reception
- Prepare the bills for the guest
- Handle in house guest complains and follow up on guest feedback through the guest departure survey
- Assist the Concierge team in terms of driving guest to their destination within Berjaya hills
- Assigned to handle events and groups in terms of following through their event order and meeting their expectations.
Accounts Officer
Berjaya Hills- The Chateau
07.2013 - 09.2013
- Assist Accounts payable in the preparation of payments to suppliers
- Assist cost controller in the verifying of goods ordered with the actual goods received
- Assist Income audit in the preparation of daily revenue report
- Assist Front Office during festive season.
Audit Assistant
PSR Management Services
02.2013 - 06.2013
- Handle various business accounts ranging from construction to supply of medical equipment
- Accounts done in Peachtree Accounting Software
- Preparation of audit working paper and audit report for clients.
Admin Executive
Clark Hatch Fitness Centre- Part Time
03.2011 - 12.2012
- Independently handling all administration work of the fitness centre, from collection of membership fees to maintaining financial records of the fitness centre
- Involved in day-to-day operations of fitness Centre to ensure it runs smoothly
- Developed comprehensive understanding of dealing with operations of a fitness Centre
- Acted as a membership consultant during the absence of a membership consultant.
Executive, Operations & Customer Service
Hong Leong Bank Malaysia
09.2010 - 02.2011
- Involved in various processes under the operations and customer service department
- Major roles included assisting high-end customers with their banking needs, among others, notifying them of any banking offers to suit their needs
- Worked as a bank teller and a cash room officer, both of which involve ensuring the safety of large amounts of money
- Duties performed as a bank teller include assisting customers with opening of new accounts, make loan payments, deposit and make withdrawals for customers and also balance cash drawers
- Sale of credit card and personal loans to assist branch in reaching sales target.
Education
BA (Hons) in Accounting and Finance -
University of Greenwich, UK
Diploma in Accounting - undefined
Segi College KL, Malaysia
Certificate in Marketing Programme-Accelerated Skills Enhancement Training Programme - undefined
Segi College KL, Malaysia
Sijil Pelajaran Malaysia - undefined
Segi College KL, Malaysia
Skills
Microsoft Office
Accomplishments
- Successfully completed the national service program (2004)
- Dean's list for Diploma in accounting (2011)
Salary
MYR 10,000 (negotiable)
Mailingaddress
B-12-11 RESIDENSI M CENTURA, JALAN SENTUL PERDANA, 51000 KUALA LUMPUR
References
- Thinakaran Kerishnan, Project Engineer, OTA Tunnel Squad, 016-9010575
- Sook Kwan Tan, Director of Sales, DoubleTree by Hilton Kuala Lumpur, 012 629 9033
Reading books. Going to the gym. Playing darts
Love self help books. 10 pages a day. I go to the gym 3 times a week. Total body workout. I play darts on my off days with family.
Timeline
Front Office Manager
DOUBLETREE BY HILTON KUALA LUMPUR
01.2022 - Current
ASSISTANT FRONT OFFICE MANAGER
DoubleTree by Hilton Kuala Lumpur
05.2018 - 01.2022
Night Manager
Hilton Petaling Jaya
11.2016 - 04.2018
Assistant Manager Front Office Cum Night Manager
Palm Garden Hotel Putrajaya
02.2014 - 11.2016
Guest Service Executive
Berjaya Hills-The Chateau
09.2013 - 02.2014
Accounts Officer
Berjaya Hills- The Chateau
07.2013 - 09.2013
Audit Assistant
PSR Management Services
02.2013 - 06.2013
Admin Executive
Clark Hatch Fitness Centre- Part Time
03.2011 - 12.2012
Executive, Operations & Customer Service
Hong Leong Bank Malaysia
09.2010 - 02.2011
Bank Clerk
HSBC Malaysia
8 2005 - 8 2010
BA (Hons) in Accounting and Finance -
University of Greenwich, UK
Diploma in Accounting - undefined
Segi College KL, Malaysia
Certificate in Marketing Programme-Accelerated Skills Enhancement Training Programme - undefined
Segi College KL, Malaysia
Sijil Pelajaran Malaysia - undefined
Segi College KL, Malaysia
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