Marliza Binti Ismail
Guest Service Agent
Bayan Lepas, Penang,07
Overview
11
11
years of professional experience
2
2
Languages
Work History
Butler
Eastern and Oriental Hotel
2019.04 - 2021.03
- Provided personalized services to VIP and suite guests.
- Arranged for extra bedding, linens, towels, and furniture to satisfy guests.
- Handled confidential personal information with discretion and sensitivity, preserving trust between employer and employee.
- Maintained high service standards while anticipating guest needs.
- Coordinated closely with various departments to fulfill guest preferences and requests.
Guest Service Agent
Eastern and Oriental Hotel
2013.09 - 2019.04
- Managed group bookings to ensure seamless organization of events and accommodations.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
Spa Receptionist
Maxims Hotel Genting Highlands Resort, Pahang Darul
2011.02 - 2013.08
- Coordinated with therapists to ensure timely commencement of appointments, reducing wait times for clients.
- Promoted special offers and packages to increase revenue through upselling techniques.
- Escorted clients to spa areas, treatment rooms, and offices.
- Learned details of types of treatments and procedures in order to answer questions from spa guests.
Front Office Assistant
Theme Park Hotel
2010.03 - 2011.01
- Enhanced customer satisfaction by promptly addressing inquiries and concerns at the front desk.
- Handled financial transactions accurately by processing payments, issuing receipts, and maintaining detailed records of all transactions.
- Assist with guest check-ins and check-outs using hotel management system.
- Handled room reservations, inquires, and special requests efficiently.
- Provide information about hotel facilities, theme park attractions, and transportations.
Skills
Information confidentiality
Timeline
Butler
Eastern and Oriental Hotel
2019.04 - 2021.03
Guest Service Agent
Eastern and Oriental Hotel
2013.09 - 2019.04
Spa Receptionist
Maxims Hotel Genting Highlands Resort, Pahang Darul
2011.02 - 2013.08
Front Office Assistant
Theme Park Hotel
2010.03 - 2011.01