Majesperi @Magesh Samugam
Assistant Front Office Manager
Kuala Lumpur
Summary
Cross-trained, multi-functioning professional with10 years of experience in front office management landscapes. Keenly equipped to handle training and development of employees, business reporting, time-keeping management and on-call float for shift shortages. Excellent at setting agendas and providing employee-centric yet, customer-focused environments.
Overview
24
24
years of professional experience
Work History
Assistant Front Office Manager
Novotel Kuala Lumpur City Centre
10.2018 - Current
- Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
- 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.
- Improved team performance by providing regular training on customer service techniques and hotel policies.
- Trained new-hires in reception task, procedures to better service customers.
- Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
- Maintained confidentiality of sensitive information pertaining to guests, employees, or hotel operations.
- Streamlined check-in and check-out processes for a smoother guest experience.
- Enhanced revenue and gross profits by eliminating waste and maximizing customer satisfaction.
- Ensured accurate billing procedures were followed consistently by front desk staff members.
- Increased repeat business through personalized guest interactions and exceptional service delivery.
- Managed room inventory to optimize revenue opportunities during high-demand periods.
- Contributed towards achieving budgetary targets set by senior management through effective cost control measures.
- Implemented new procedures for handling guest complaints, resulting in increased customer satisfaction ratings.
- Recommended strong business plans, operational decisions and financial processes to support business sustainability.
- Oversaw group reservations, working closely with event planners and sales teams to accommodate special requests as needed.
- Protected staff and customers and minimized legal issues by quickly resolving safety issues.
- Identified opportunities to streamline processes and improve office operations and efficiency.
- Created organized filing system to manage department documents.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Served as floating manager-on-duty, MOD, to cover shift shortage.
Guest Service Manager
Hotel Istana Kuala Lumpur
10.2018 - Current
- Oversaw lobby operations and concierge services.
- Coordinated special events and group bookings, ensuring all details were accurately executed for successful outcomes.
- Maintained and troubleshot hotel property management systems.
- Created an open communication environment within the team that encouraged idea-sharing and fostered collaboration among colleagues for continuous improvement efforts.
- Developed promotional packages to attract new guests while maintaining profitability goals for the property.
- Enhanced guest satisfaction by promptly addressing inquiries and providing personalized assistance.
- Attended to customer needs, responding to questions, complaints and escalations.
- Evaluated employee performance regularly, offering constructive feedback and coaching as needed to improve individual skill sets and overall team effectiveness.
- Maintained high occupancy rates through effective yield management strategies and attention to market trends.
- Maintained accurate records of guest information and preferences, using this data to provide personalized experiences during future stays.
- Managed team of front desk staff, fostering a supportive work environment and enhancing overall performance.
Front Offices Executive
Hotel Istana Kuala Lumpur
04.2013 - 01.2015
- Handled cash transactions accurately, ensuring proper accounting for daily financial reports.
- Maintained accurate records of guest information through diligent documentation and data entry efforts.
- Enhanced guest satisfaction with prompt attention to inquiries and professional communication skills.
- Streamlined front desk operations by implementing efficient check-in and check-out procedures.
- Assisted in training new front office team members, leading to increased productivity and efficiency.
- Collaborated with other departments to coordinate events, meetings, and conferences for successful outcomes.
- Updated reports, managed accounts, and generated reports for company database.
- Managed high call volumes, directing callers to appropriate departments or handling inquiries as needed.
- Coordinated with housekeeping staff to ensure timely room turnovers, resulting in improved guest experience.
- Received inquiries from corporate customers, major vendors and trade press and delivered informed responses with minimal input from executives.
Guest Room Leader
Hotel Istana Kuala Lumpur
06.2008 - 04.2013
- Placed orders for housekeeping supplies and guest toiletries.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Increased employee performance through effective supervision and training.
- Maintained a high level of quality control through regular inspections, resulting in consistent adherence to hotel standards.
- Improved overall guest satisfaction by consistently maintaining clean and organized rooms and common areas.
- Communicated repair needs to maintenance staff.
Housekeeping Room Attendant
Quest Apartment Hotels
03.2004 - 05.2008
- Supported the front desk team by promptly addressing guest requests and concerns, fostering a welcoming atmosphere.
- Collaborated with team members for efficient completion of tasks, resulting in increased productivity.
- Enhanced guest satisfaction by maintaining clean and well-stocked rooms in a timely manner.
- Replaced used towels and other bathroom amenities such as shampoo, paper towels, and soap.
- Contributed to positive guest experiences with meticulous attention to detail in all aspects of room cleaning and presentation.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Reduced housekeeping complaints by ensuring consistent adherence to hotel standards and procedures.
- Completed pre-cleaning duties by setting up cleaning carts with fresh linens, cleaning supplies, and requested guest supplies.
Guest Room Leader
Quest Service Apartment
12.2006 - 05.2008
- Mentored junior staff members, helping them develop leadership skills and advance their careers within the organization.
- Led cross-functional teams to achieve company-wide goals, fostering a culture of collaboration and innovation.
- Identified team weak points and implemented corrective actions to resolve concerns.
- Overcame challenging deadlines and resource limitations by reallocating personnel and focusing on priority tasks.
- Led team by answering complex customer questions and mentoring personnel one-on-one.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Assisted with new hire processing and existing training programs.
Room Attendant
Harbour View Service Apartment
12.2004 - 12.2006
- Responded to guest requests for assistance, toiletries, and personal care items.
- Reduced guest complaints by maintaining a high standard of cleanliness in all assigned rooms.
- Enhanced guest satisfaction by providing thorough and timely room cleaning services.
- Ensured positive guest experiences with prompt response to special requests and additional services.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
Room Supervisor
Sheraton Imperial Kuala Lumpur
01.2002 - 03.2004
Housekeeping Coordinator
Sheraton Imperial Kuala Lumpur
01.2001 - 01.2002
Education
High School Diploma -
MTC School of Hotel Management Centre
Jalan Klang Lama 04.2001 -
Skills
Customer Service
Front Desk Operations
Complaint Handling
Operations Management
Lost and found procedures
Property Management Systems
Staff Training and Development
Cash Handling Accuracy
Reservation handling
Concierge services
Scheduling
Key card management
Guest check-in and out procedures
Room assignment coordination
Listening Skills
Hospitality services
Decision-making capabilities
Team Management
Oral and writing communication
Guest Relations
Issue handling
Suggestive Selling
Staff Supervision
Training and coaching
Personalparticulars
Majesperi Samugam @ Magesh
D.O.B : 22/08/1979
Marital status: Single
Address: Casa Idaman Condominium Batu Muda Sentul, 51100, Malaysian,
Communication : English, Bahasa and Chinese
Roles And Responsibilities
- Manage day or night operations of the hotel and perform the night audit functions.
- Resolve all guest complaints in a prompt and professional manner and in accordance with established service recovery guidelines to ensure total guest satisfaction and repeat business.
- Action, document and record all incidents involving guests or employees.
- Check and update guest’s problem log and courtesy call tracking daily. Meet and greet upon arrival, give in-room courtesy call and bid farewell upon departure.
- Actively respond to guest queries, handling guest complains and correspondences via e-mail.
- Coordinate employee and guest notification and evacuation in the event of an emergency.
- Giving support and motivation towards all staff at all time to ensure all team members able to deliver 100% great service.
References
Ms Afalinda Yusam
Reservation manager
Novotel Kuala lumpur
012 3410192
Ms Ruby Thaggarajah
Director of Human Resource
Marriott Putrajaya
012 2151892
Ms Shamuridah Shamsul
Revenue Manager
Novotel Kuala Lumpur
011- 23036350
Timeline
Assistant Front Office Manager
Novotel Kuala Lumpur City Centre
10.2018 - Current
Guest Service Manager
Hotel Istana Kuala Lumpur
10.2018 - Current
Front Offices Executive
Hotel Istana Kuala Lumpur
04.2013 - 01.2015
Guest Room Leader
Hotel Istana Kuala Lumpur
06.2008 - 04.2013
Guest Room Leader
Quest Service Apartment
12.2006 - 05.2008
Room Attendant
Harbour View Service Apartment
12.2004 - 12.2006
Housekeeping Room Attendant
Quest Apartment Hotels
03.2004 - 05.2008
Room Supervisor
Sheraton Imperial Kuala Lumpur
01.2002 - 03.2004
High School Diploma -
MTC School of Hotel Management Centre
04.2001 -
Housekeeping Coordinator
Sheraton Imperial Kuala Lumpur
01.2001 - 01.2002