Jei Pang
Director Of Reservation
Kuala Lumpur
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
8
8
years of professional experience
2
2
years of post-secondary education
Work History
Director of Reservations
Marriott International
Kuala Lumpur
01.2022 - Current
- Supervised staff of 8 personnel by implementing company policies, protocols, work rules and disciplinary action.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Reduced workflow inconsistencies by recruiting and hiring capable staff members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Cluster Reservation Manager
Marriott International
Kuala Lumpur
04.2021 - 01.2022
- Managed team of employees, overseeing hiring, training and professional growth of employees.
- Exceeded goals through effective task prioritization and great work ethic.
- Collaborated with team members to achieve target results.
- Developed and maintained courteous and effective working relationships.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Worked flexible hours across night, weekend and holiday shifts.
Assistant Front Office Manager
JW Marriott Hotel Kuala Lumpur
Kuala Lumpur
04.2019 - 04.2021
- Implemented new training programs for administrative personnel on office operations and latest technologies.
- Acted as point of contact for vendor collaboration for contracted services.
- Served as floating manager-on-duty, MOD, to cover shift shortage.
- Created quarterly company employee appreciation outings to reinforce employee-centric environment.
- Trained new-hires on Brand Standard and procedures to better service customers.
- Encouraged and mentored employees to boost performance and remove process inefficiencies.
- Supervised payroll corrections for accuracy and duplications.
Duty Manager
Hotel Stripes Kuala Lumpur, Autograph Collection
Kuala Lumpur
04.2017 - 04.2019
- Responded to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism.
- Initiated plans to improve customer relations, quality standards and service efficiency.
- Handled employee-related issues to improve performance, professional conduct and attendance reliability.
- Set goals for department and supported employees in meeting expectations.
- Developed schedules for up to 10 employees per shift.
- Encouraged departmental employees to present positive, exemplary image to customers.
Front Office Supervisor
The Majestic Hotel Kuala Lumpur, Autograph Collection
Kuala Lumpur
01.2016 - 04.2017
- Organized documents for company communication, travel vouchers and payment services.
- Assisted staff with troubleshooting and resolution of software and hardware issues to minimize downtime.
- Standardized office structures and processes to promote collaboration and increased performance.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
Guest Service Agent
Landmark Hotel
Macau
02.2015 - 09.2015
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Assisted guests with check-ins, account inquiries and any additional services needed.
Concierge
Traders Hotel Kuala Lumpur
Kuala Lumpur
01.2014 - 02.2015
- Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.
- Arranged for transportation to and from airport, train station and events for visitors.
- Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy.
- Scheduled deliveries of flowers, gifts and other products and made reservations for spa services and dining.
Education
Bachelor of Hospitality Management - Hospitality
Taylor's University
Malaysia 01.2012 - 01.2014
Skills
Hospitality
Additional Information
- JIA WEN , PANG JIA WEN
Timeline
Director of Reservations
Marriott International
01.2022 - Current
Cluster Reservation Manager
Marriott International
04.2021 - 01.2022
Assistant Front Office Manager
JW Marriott Hotel Kuala Lumpur
04.2019 - 04.2021
Duty Manager
Hotel Stripes Kuala Lumpur, Autograph Collection
04.2017 - 04.2019
Front Office Supervisor
The Majestic Hotel Kuala Lumpur, Autograph Collection
01.2016 - 04.2017
Guest Service Agent
Landmark Hotel
02.2015 - 09.2015
Concierge
Traders Hotel Kuala Lumpur
01.2014 - 02.2015
Bachelor of Hospitality Management - Hospitality
Taylor's University
01.2012 - 01.2014
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