Lai En Kiong
Security Manager
Penampang,Sabah
Summary
Proficient in training and mentoring security employees to maintain high standards of security down to the last team member. Well-versed in patrolling grounds, monitoring feeds and conducting screenings. committed to maximizing hotel security and minimizing risk. Monitors facilities with safety of hotel patrons and staff in mind. Leads team of security professionals to protect facilities and guests.
Overview
1
1
Certification
9
9
years of post-secondary education
28
28
years of professional experience
Work History
Security Manager
The Palace HOTEL
Kota Kinabalu, Sabah
03.2020 - Current
- Implemented surveillance cameras to investigate loss, fraud, theft and abuse by employees or visitors.
- Determined, rolled out and supervised all security protocols for organization.
- Conducted drills to keep security staff on alert and proficient with established plans.
- Trained new security officers.
- Moved around different security stations and vital areas to check on officers and adjust workflow to cover changing needs.
- Recorded incident reports with detailed accounts of occurrences.
- Monitored property and investigated any areas of suspicion.
- Monitored video surveillance feed and system alerts for suspicious activity.
- Investigated incidents and wrote reports.
Customer Service Manager
The Palace Hotel
Kota Kinabalu, Sabah
08.2019 - 03.2020
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Followed through with client requests to resolve problems.
Front Office Manager
The Palace Hotel
Kota Kinabalu, Sabah
06.2018 - 08.2019
- Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
- Maintained accurate, current and compliant financial records by monitoring and addressing variances.
- Provided backup to front desk, stepping in to assist with various tasks whenever employee was absent or at lunch.
- Codified office structures and processes to promote teamwork and performance.
- Assisted with interviewing potential employees, asking appropriate questions and providing feedback after interviews.
- Utilized client and staff feedback to maintain customer partnerships and increase revenue
- Trained team members on new hotel services and products to support promotional efforts.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Recruited, hired, trained and supervised staff and implemented mentoring program that offered positive employee engagement.
Duty Manager
The Palace Hotel
Kota Kinabalu, Sabah
05.2007 - 06.2018
- 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.
- Identified and communicated customer needs to supply chain capacity and quality teams.
Front Office Supervisor
Casuarina Hotel
Kota Kinabalu, Sabah
01.1997 - 04.2007
- Maintained accurate, current and compliant financial records by monitoring and addressing variances.
- Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices.
- Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
- Maintained computer and physical filing systems.
Outlet Cashier
Promenade Hotel Apartment
Kota Kinabalu, Sabah
01.1995 - 09.1996
- Helped customers complete purchases, locate items and to promote loyalty, satisfaction and sales numbers.
- Processed POS transactions, including checks, cash and credit purchases or refunds.
- Operated cash register for cash, check and credit card transactions
- Counted cash in register drawer at beginning and end of shift.
- Used cash registers and POS systems to request and record customer orders and compute bills.
Service Crew Member
Pizza Hut
Kota Kinabalu, Sabah
04.1992 - 12.1994
- Verified freshness of food and ingredients by checking for quality, keeping track of new and expired items and rotating stock.
- Maintained clean, sanitized and well-organized food preparation zones.
- Wiped counters and sanitized equipment to maintain clean food prep and dining areas.
- Kept all prep areas clean by sweeping, mopping and washing down counters.
- Calculated totals, processed payments and issued receipts.
- Checked completed orders for accuracy and bagged meals for easy carrying.
- Greeted customers, provided friendly and knowledgeable service and placed orders.
- Kept customers and crew areas organized.
- Performed shift change tasks each day to keep store efficient and neat.
Education
No Degree - Sijil Pelajaran Rendah
Sekolah Menengah Kebangsaan
Beaufort 01.1982 - 10.1987
No Degree - Sijil Pelajaran Malaysia
Kota Kinabalu High School
Kota Kinabalu 01.1991 - 11.1992
No Degree - Diploma in Business And Hospitality Studies
Asian Tourism Institute
Kota Kinabalu 01.2005 - 01.2006
Skills
5
undefinedCertification
Kursus Pengurusan Dan Peningkatan Kecekapan Pengusaha Hotel Budget
Cycling, Swimming, Football
I like do Cysling when im off day
Timeline
Security Manager
The Palace HOTEL
03.2020 - Current
Customer Service Manager
The Palace Hotel
08.2019 - 03.2020
Front Office Manager
The Palace Hotel
06.2018 - 08.2019
Duty Manager
The Palace Hotel
05.2007 - 06.2018
No Degree - Diploma in Business And Hospitality Studies
Asian Tourism Institute
01.2005 - 01.2006
Kursus Pengurusan Dan Peningkatan Kecekapan Pengusaha Hotel Budget
03-2002
Front Office Supervisor
Casuarina Hotel
01.1997 - 04.2007
Outlet Cashier
Promenade Hotel Apartment
01.1995 - 09.1996
Service Crew Member
Pizza Hut
04.1992 - 12.1994
No Degree - Sijil Pelajaran Malaysia
Kota Kinabalu High School
01.1991 - 11.1992
No Degree - Sijil Pelajaran Rendah
Sekolah Menengah Kebangsaan
01.1982 - 10.1987
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