Jerral Steve Louis
Front Office Duty Manager
Kuala Lumpur
Summary
Dynamic Front Office Duty Manager at Saujana Hotel Kuala Lumpur, skilled in guest relations management and complaint handling. Enhanced guest satisfaction through streamlined check-in processes and effective staff training, resulting in improved operational efficiency. Proven ability to foster team collaboration and deliver exceptional hospitality services, ensuring memorable experiences for all guests.
Overview
10
10
years of professional experience
4
4
Languages
Work History
Front Office Duty Manager
Saujana Hotel Kuala Lumpur
09.2024 - Current
- Streamlined check-in and check-out processes for improved guest experience and reduced wait times.
- Participated in developing marketing strategies aimed at attracting more customers while retaining existing ones.
- Trained new hires in front office procedures, contributing to a knowledgeable and skilled team.
- Established effective shift scheduling for front office staff, ensuring optimal coverage during peak hours and balanced workloads for team members.
- Maintained effective communication between all hotel departments for optimal interdepartmental collaboration and overall operation efficiency.
- Promoted upselling strategies among staff members, resulting in increased revenue from room upgrades and additional services.
- Monitored inventory levels of supplies within the front office department, ensuring timely replenishment to avoid shortages or delays in service delivery.
- Assisted guests with special requests or needs, providing personalized service that exceeded expectations.
- Resolved guest complaints professionally, maintaining a positive hotel reputation and fostering customer loyalty.
- Collaborated with housekeeping department to ensure timely room availability and optimal cleanliness.
Process Associate
Genpact
09.2021 - 08.2024
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked effectively in fast-paced environments.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Organized and detail-oriented with a strong work ethic.
- Learned and adapted quickly to new technology and software applications.
Customer Service Representative
TDCX
09.2020 - 08.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Improved resolution time with effective problem-solving for customer complaints.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Guest Service Assistant
Verdant Hill Hotel Kuala Lumpur
02.2016 - 08.2017
- Communicated effectively with team members to guarantee smooth operations during high-volume periods.
- Handled guest complaints calmly and efficiently, rectifying issues to maintain customer loyalty.
- Developed strong relationships with repeat customers by remembering preferences and anticipating their needs.
- Managed reservation system updates accurately, preventing double bookings or other discrepancies.
- Coordinated with housekeeping staff to ensure timely room availability for early arrivals or late checkouts.
- Assisted guests with special requests, ensuring their needs were met promptly and accurately.
- Maintained clean and organized front desk area, creating a pleasant first impression for arriving guests.
- Monitored guest feedback closely via online reviews or comment cards, implementing improvements based on common trends identified.
- Provided accurate information regarding local attractions, restaurants and activities.
- Facilitated and coordinated transportation services for guests.
- Scheduled and confirmed restaurant reservations for guests.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Responded to guest inquiries to maximize guest satisfaction.
- Greeted guests upon arrival by providing warm welcome.
- Managed check-in and check-out procedures for guests.
- Maintained high level of professionalism and discretion when dealing with guests.
- Handled customer complaints to satisfy and retain guests.
Education
Diploma in Hotel Management -
Sunway University
SelangorSkills
Front desk operations
Complaint handling
Guest relations management
Check-in and Check-out procedures
Staff training and development
Reservation handling
Key control procedures
Room assignment optimization
Listening skills
Hospitality services
Team management
Timeline
Front Office Duty Manager
Saujana Hotel Kuala Lumpur
09.2024 - Current
Process Associate
Genpact
09.2021 - 08.2024
Customer Service Representative
TDCX
09.2020 - 08.2021
Guest Service Assistant
Verdant Hill Hotel Kuala Lumpur
02.2016 - 08.2017
Diploma in Hotel Management -
Sunway University