Loke Kheng Hsiang (Peter)
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.
Overview
1
1
year of professional experience
8
8
years of post-secondary education
Work History
Front Office Manager
JW Marriott Kuala Lumpur
04.2024 - Current
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- 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.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
Assistant Front Office Manager
Ritz-Carlton Kuala Lumpur
05.2023 - 04.2024
- 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.
- Provided support to the Front Office Manager during peak times or staff absences, ensuring consistent management presence at all times.
- Supervised payroll corrections for accuracy and duplications.
- Trained new-hires on [type] procedures to better service customers.
- Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
Duty Manager
Shangri-La Kuala Lumpur
- -Ensuring Duty shift runs smoothly. -Appointing shift target for upselling and drive to meet KPI scores -ERT(emergency response team) leader for the hotel. -Response to guest’s complains with necessary recoveries.
Front Office Supervisor
- -Supervising and mentoring subordinates -Ensuring that duty shifts meet the upselling target appointed by Duty Manager -Night audits during night shifts. -Reviewing email from the guest and resolving any needs and request from guests. -Providing quality services.
Front Office Assistant
- -Running Operations at the Front Desk. -Cashiering and billing of guest expenditures. -Night audits during night shifts. -Reviewing email from guest and resolving any needs and request from guests. -Providing quality services.
Internship
- -4 months in F&B departments and 2 months in FO department -Silver Star Award May 2014
Education
Bachelor of Arts in International Hotel & Tourism Management -
KDU University College
07.2012 - 05.2014
Diploma in International Hotel And Tourism Management - undefined
KDU University College
03.2011 - 05.2012
Sijil Pelajaran Malaysia (SPM) - undefined
S.M.K SERI MUTIARA
01.2005 - 05.2010
Skills
Customer Service
Front Desk Operations
Complaint Handling
Operations Management
Personal Information
- Age: 32
- Date of Birth: 06/19/92
- Gender: Male
- Nationality: Malaysian
References
- Pn. Hajah Halimah bt Haron, Headmistress of SMK Seri Mutiara, Taman Taynton View, Cheras
- Mr. Sharifuddin bin Md Khairuddin, Cost Controller/Lecturer, KDU University College, Damansara Jaya, Petaling Jaya
- Ms. Alice Lim, National Marketing Assistant Manager, KDU University Collage, Damansara Jaya, Petaling Jaya, 012-3638704, cy.lim@kdu.edu.my
- Mr. Sharizal bin Kamaruddin, Academic Department Head, KDU University College - Damansara Jaya Campus, sharizal@kdu.edu.my
- Diana Lim, Hotel Manager, Ritz Carlton Kuala Lumpur, 012-6350518
- Kuan Yu Ying, Front Office Manager, The Ritz Carlton Kuala Lumpur, 0172543228
- Jei Pang, Rooms Manager, JW Marriott Kuala Lumpur, 012-2048591
Extracurricular Activities
True, True, True, True, True, True, True, True, True
Timeline
Front Office Manager
JW Marriott Kuala Lumpur
04.2024 - Current
Assistant Front Office Manager
Ritz-Carlton Kuala Lumpur
05.2023 - 04.2024
Bachelor of Arts in International Hotel & Tourism Management -
KDU University College
07.2012 - 05.2014
Diploma in International Hotel And Tourism Management - undefined
KDU University College
03.2011 - 05.2012
Sijil Pelajaran Malaysia (SPM) - undefined
S.M.K SERI MUTIARA
01.2005 - 05.2010
Duty Manager
Shangri-La Kuala Lumpur
Front Office Supervisor
Front Office Assistant
Internship
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