Excel
Marlyana Binti Akirun
FRONT DESK
Kuala Lumpur,14
Summary
At VIVATEL HOTEL KUALA LUMPUR, excelled as Assistant Front Desk Manager, enhancing guest experience through effective collaboration with housekeeping and maintenance. Demonstrated expertise in hospitality service and staff management, leading to significant service recognition. Skilled in guest relations and department communication streamlining, consistently prioritized team building and training to elevate service standards. Assistant Front Desk Manager willing to go extra mile to provide outstanding customer service. Experience managing [Number] front desk employees. Has hospitality expertise necessary to be asset. Professional Assistant Front Desk Manager with [Number] years of experience in hospitality industry. Positive attitude with high level of customer service experience.
Overview
6
6
years of professional experience
4
4
Certifications
Work History
Assistant Front Desk Manager
VIVATEL HOTEL KUALA LUMPUR
KUALA LUMPUR , MALAYSIA
02.2023 - Current
- Collaborated with housekeeping and maintenance departments to ensure timely room turnover and optimal guest experience.
- Proactively identified areas for improvement within the department through observation of daily operations and staff interactions with guests.
- Handled high call volumes, maintaining a professional demeanor while providing accurate information to potential guests.
- Maintained high level of service and hospitality, contributing to corporate service recognition for property.
Armada Hotel Petaling Jaya
Front Office Supervisor
Petaling Jaya, Malaysia
01.2017 - 02.2023
- Managed daily operations for better customer service and increased revenue.
- Conducted regular property inspections to address maintenance issues promptly, maintaining a well-kept appearance for the motel.
- Enhanced communication among team members by conducting regular meetings discussing updates, challenges faced during daily operations, and possible solutions.
- Increased repeat business through excellent customer service and targeted marketing efforts.
- Handled guest complaints efficiently, resolving issues quickly to maintain satisfaction levels consistently high.
- Improved guest satisfaction by implementing efficient check-in and check-out procedures.
- Streamlined housekeeping processes to ensure clean and comfortable rooms for guests.
- Maximized room inventory usage through strategic rate management based on demand forecasting analysis.
- Trained staff on best practices, enhancing overall motel performance and guest experience.
- Increased customer service ratings through personable service.
- Provided services efficiently and with high level of accuracy.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
Hyatt Regency Kota Kinabalu
Internship Training
Kota Kinabalu Sabah
11.2016 - 01.2017
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked effectively in fast-paced environments.
- Worked flexible hours across night, weekend, and holiday shifts.
Education
EXECUTIVE CERTIFICATE IN FRONT OFFICE OPERATION - Hospitality
ASCOT ACADEMY
KOTA KINABALU SABAH01.2017
City And Guilds (C&G) Certificate In Hospitality - Hospitality
ASCOT ACADEMY
KOTA KINABALU SABAH 01.2017
Skills
Hospitality
Employee training
Shift Scheduling
Employee appraisals
Guest relations
Oral and written communications
Promotions
Registration processing
Transportation information
Rate changes
Hospitality service expertise
Cash Handling
Cash control
Guest services
Staff Management
Complaint management
VIP guest relations
Training and mentoring
Word processing
Reception expertise
Credit and cash payments
Team Building
Department communication streamlining
Accomplishments
- Promoted from front desk clerk to front desk manager within Number months of hire due to exceptional job performance.
- Documented and resolved Issue which led to Results.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Mentored staff on work activities, resulting in better performance, greater achievement of full potential and reduction in employee turnover.
Additional Information
Safety & Health Fundamentals Certificate Program.
Emergency Response Team
Software
Word
Languages
Malay
Bilingual or Proficient (C2)
English
Advanced (C1)
Indonesian
Intermediate (B1)
Certification
City and Guilds Certificate In hospitality Customer Service
Interests
Dancing
Singing
Traveling
Reading
Running
Sport (Badminton)
Timeline
Assistant Front Desk Manager
VIVATEL HOTEL KUALA LUMPUR
02.2023 - Current
Armada Hotel Petaling Jaya
Front Office Supervisor
01.2017 - 02.2023
City and Guilds Certificate In hospitality Customer Service
01-2017
Executive Certificate In Front Office Operation
01-2017
Hyatt Regency Kota Kinabalu
Internship Training
11.2016 - 01.2017
EXECUTIVE CERTIFICATE IN FRONT OFFICE OPERATION - Hospitality
ASCOT ACADEMY
City And Guilds (C&G) Certificate In Hospitality - Hospitality
ASCOT ACADEMY