Marliana Binti Muhammad
Quality Manager
Kuala Lumpur,MY
Summary
Dedicated hospitality professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Customer-focused professional with successful 22 years career, dynamic successful applying quality and customer service in hospitality environment.
Overview
22
22
years of professional experience
Work History
Quality Manager
W Kuala Lumpur
01.2023 - Current
- An advisor and long-range strategic partner to General Manager and Hotel Manager
- Identified of risk that threaten the guest engagement, problem solver and proactively plan to prevent service failures and anticipate guest needs and expectations.
- Looking on the key focus area and highlighted to the attention of department head, to ensure effective actions are taken.
- Conducted thorough audits to ensure adherence to industry and brand standards and regulatory requirements, maintaining compliance consistently.
- Increased customer satisfaction through adherence to quality standards and customer requirements.
- Provided training to employees on best practices in quality management, fostering a culture of excellence within the organization.
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Enhanced customer satisfaction by monitoring and addressing customer complaints promptly and efficiently.
- Provided observations, took measurements, and performed tests at various stages according to quality control plan.
Whatever Whenever Manager ( Pre-opening Hotel )
W Kuala Lumpur
05.2018 - 12.2023
- Providing exceptional guest service and managing the guest experience.
- Managing the call centre team who are responsible for handling all internal/external calls, requests, inquiries, emails/chat, food ordering professionally and correctly.
- Conducting training, ensuring the information id thorough and up-to-date.
- Accountable fo tracking all guest requests and issues to use as process improvement tools.
Guest Service Manager ( Pre-opening Hotel )
Element Hotel
03.2017 - 04.2018
- Conducted regular staff training sessions on customer service standards and company policies, promoting a consistent level of service across the team.
- Analyzed feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality.
- Maintained high occupancy rates through effective yield management strategies and attention to market trends.
- Coordinated luggage collection, transportation and storage.
- Collaborated with other departments to coordinate guest services, resulting in seamless experiences for guests.
- Oversaw daily cash handling procedures at the front desk, ensuring accuracy in financial transactions while minimizing discrepancies or losses due to errors.
- Established strong rapport with VIP guests by providing personalized attention and anticipating their needs throughout their stay.
- Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
- Managed team of front desk staff, fostering a supportive work environment and enhancing overall performance.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Established and upheld high standards, promoting great customer service and assistance to guests.
Service Express Manager ( Pre-opening Hotel )
The Westin Kuala Lumpur
07.2003 - 03.2017
- Overseeing the day-to-day operations of the department i.e call center, in room dining and other related services.
- Managing and supervising the team including hiring, training, and performance.
- Handling complaints, resolving issue and ensuring guests expectations met.
- Maintained professional, organized, and safe environment for employees and guest.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
Education
High School Diploma -
Sekolah Menengah Teknik Port Dickson
Negeri Sembilan 04.2001 -
Skills
Quality management systems
Timeline
Quality Manager
W Kuala Lumpur
01.2023 - Current
Whatever Whenever Manager ( Pre-opening Hotel )
W Kuala Lumpur
05.2018 - 12.2023
Guest Service Manager ( Pre-opening Hotel )
Element Hotel
03.2017 - 04.2018
Service Express Manager ( Pre-opening Hotel )
The Westin Kuala Lumpur
07.2003 - 03.2017
High School Diploma -
Sekolah Menengah Teknik Port Dickson
04.2001 -
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