Khalaiarasi A/P Sahadevan
Hospitality Management And Customer Service
Setapak Jaya
Summary
Motivated individual with experience in hospitality and customer service. Skilled in building customer/guest relationships and understanding their needs. Strong communication and interpersonal skills to provide top notch service.
Overview
2023
2023
years of professional experience
3
3
Languages
Work History
Concierge Executive
Samadhi Retreats Sdn Bhd
6 2023 - 7 2024
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Responded to guest inquiries and complaints, resolving issues to maintain high service standards.
- Maintained accurate records of reservations, ensuring seamless communication between departments.
- Enhanced customer loyalty by providing personalized recommendations based on guest preferences.
- Contributed to achieving occupancy goals by proactively identifying potential booking opportunities.
- Coordinated with other departments for timely execution of guest requests, enhancing overall service quality.
- Worked closely with front desk to achieve full occupancy of property.
- Collaborated with all the properties personnel to convey guest needs and achieve smooth arrivals.
- Collaborated with sales team to upsell premium services, resulting in increased revenue
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Managed inventory of available rooms, updating systems in real-time to prevent overbooking situations.
- Strengthened relationships with corporate clients, securing repeat business and referrals.
- Conducted regular reviews of reservation policies and procedures, recommending updates as needed to streamline operations.
- Developed comprehensive knowledge of property offerings, enabling tailored recommendations for diverse clientele.
- Ensured optimal utilization of rooms through effective management of group bookings and special events.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests..
- Assisted guests with variety of services and local attraction information.
- Coordinated transportation arrangements for guests, leading to seamless travel experiences.
- Informed clients of essential travel information, such as travel times, transportation connections and travel itinerary to facilitate quality service.
Front Office Assistant
Ceylon Suites Kuala Lumpur
03.2021 - 02.2023
- Enhanced customer satisfaction by promptly addressing inquiries and concerns at the front desk.
- Updating customer details and create bookings accordingly through Ezee System.
- Review arrivals noting special request's and blocking rooms as necessary for regular guests, VIP and group arrivals with the help of manager
- Handled financial transactions accurately by processing payments, issuing receipts, and maintaining detailed records of all transactions.
- Facilitated seamless communication between departments by routing calls and relaying messages accurately and in a timely manner.
- Streamlined office operations for increased efficiency through effective organizational tasks such as filing, scheduling, and data entry.
- Processed payments and informed individuals of further financial responsibility to facilitate timely payments.
- Increased client retention by providing exceptional service while managing check-in and check-out processes.
- Managed inventory supplies, reducing waste and ensuring availability of essential materials for daily operations.
- Collaborated with housekeeping staff to ensure timely room availability and cleanliness.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
Guest Service Officer
Oasia Suites Kuala Lumpur
12.2017 - 07.2020
- Enhanced customer satisfaction by promptly addressing inquiries and concerns at the front desk.
- Updating customer details and create bookings accordingly through Property Management system.
- Reviewed arrivals noting special request's and blocking rooms as necessary for regular guests, VIP and group arrivals with the help of manager
- Handled financial transactions accurately by processing payments, issuing receipts, and maintaining detailed records of all transactions.
- Facilitated seamless communication between departments by routing calls and relaying messages accurately and in a timely manner.
- Streamlined office operations for increased efficiency through effective organizational tasks such as filing, scheduling, and data entry.
- Processed payments and informed individuals of further financial responsibility to facilitate timely payments.
- Increased client retention by providing exceptional service while managing check-in and check-out processes.
- Managed inventory supplies, reducing waste and ensuring availability of essential materials for daily operations.
- Contributed to revenue growth by identifying opportunities for upselling additional services during the booking process or at check-in/check-out times.
- Provided accurate information on hotel amenities, local attractions, and transportation options for guests'' convenience.
- Managed concierge services, making arrangements for dining, entertainment, and travel as requested by guests.
- Collaborated with housekeeping staff to ensure timely room availability and cleanliness.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
Citiphone Officer
Citibank
07.2013 - 08.2014
- Built long-lasting client relationships, providing exceptional customer service and personalized assistance.
- Achieved sales goals consistently with effective communication skills, persuasive presentations, and strong product knowledge.
- Conducted successful cold calls to generate new leads and expand the company''s client base.
- Boosted customer satisfaction by effectively addressing and resolving credit card disputes and billing inquiries
- Increased revenue through cross-selling additional financial products such as cash advance and balance transfer.
- Assisted customers with questions and inquiries to provide information regarding credit card accounts.
- Evaluated customer creditworthiness and financial statements to determine credit limits.
- Researched and resolved customer complaints and disputes related to credit card accounts
- Reviewed and verified vendor completeness and compliance to rectify billing disputes and fraud cases
Executive Technical Support
Scicom(MSC)
01.2011 - 12.2011
- Delivered exceptional technical assistance through both phone and email channels while maintaining professionalism at all times.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
- Managed a high volume of tickets in the helpdesk system, consistently meeting or exceeding response time targets.
- Streamlined troubleshooting processes for faster resolution times, improving overall productivity.
- Implemented proactive monitoring solutions to identify potential issues before they escalated into larger problems.
- Coordinated with vendors to resolve hardware and software issues beyond internal capabilities, ensuring timely resolution for customers.
- Extended analysis to assist technology team efforts to escalate and resolve issues.
Education
Bachelor of Hospitality Management -
Tunku Abdul Rahman University College
Kuala Lumpur, Malaysia 04.2001 -
Skills
Analytical Skills
Interpersonal Communication
Hospitality and Professionalism
Guest Relations
Reservation Management
Customer service
Upselling strategies
MS Office
References
- Ms. Linda Tee Lim, Room Division Manager, Oasia Suites Kuala Lumpur, Lindateelim@gmail.com, 0123756083
- Norbalqish Binti Abd Hamid, Duty Manager, Oasia Suites Kuala Lumpur, Norbalqhish@fareast.com.sg, 0102258042
Timeline
Front Office Assistant
Ceylon Suites Kuala Lumpur
03.2021 - 02.2023
Guest Service Officer
Oasia Suites Kuala Lumpur
12.2017 - 07.2020
Citiphone Officer
Citibank
07.2013 - 08.2014
Executive Technical Support
Scicom(MSC)
01.2011 - 12.2011
Bachelor of Hospitality Management -
Tunku Abdul Rahman University College
04.2001 -
Concierge Executive
Samadhi Retreats Sdn Bhd
6 2023 - 7 2024
Similar Profiles
Nalindra PrabbuNalindra Prabbu
Senior Demi Chef at JAPAMALA RESORT BY SAMADHI RETREATSSenior Demi Chef at JAPAMALA RESORT BY SAMADHI RETREATS
GAUTHAMT VELAYUDAMGAUTHAMT VELAYUDAM
OPERATION EXECUTIVE at AGENSI SRI BINTANG SDN BHD, SB LOGISTICS SDN BHD, KAMI GLOBAL VENTURE SDN BHDOPERATION EXECUTIVE at AGENSI SRI BINTANG SDN BHD, SB LOGISTICS SDN BHD, KAMI GLOBAL VENTURE SDN BHD
Aileen Sue Ping LeeAileen Sue Ping Lee
Regional Service Manager at SIEMENS MALAYSIA SDN BHD/SIEMENS ENERGY SDN BHDRegional Service Manager at SIEMENS MALAYSIA SDN BHD/SIEMENS ENERGY SDN BHD