Masliah Ayah

• Ensure reservation department and Front Office staff are constantly aware of availability states open, on request, closed out dates, high demand dates etc.
• Responds to all guest requests, ensure to update their requests accordingly in the system
• Fully knowledgeable about hotel guest rooms, rates, current promotion, amenities, hotel facilities and services
• Track all reservations picked up from all On-line channels like hotel website, OTA, GDS, other third party etc.
• If there are failed reservations to update the Channel Manager staff to re-push the reservations or process those reservations manually.
• Co-ordinate with the Channel manager for Hotel promotion, rate or booking integration issues
• Handle external systems like channel Manager, Rate comparison tools, online travel agent extranets etc.
• Update no shows and cancellation on all OTA's without fail to avoid an unwanted commission.
• Adjust rates according to suggestions from Yield or Revenue management systems.
• Understand and enforce hotel and company credit policies and ensure proper billing instructions, routing instructions and payment methods are applied to the reservations
• Verify if each reservation requests are processed as per the hotel standards and without delay
• Check if reservation confirmation letters are sent for all processed bookings within the stipulated time
• Process no-show and cancellations as per the hotel policy and procedures.
• Handles any request for amenities or transportation promptly and accurately. Details are shared with the concerned department or third party accurately
• Monitor all tentative group bookings entered on the system and follow up done for deposits / guarantee.
• Records and files all reservation correspondence neatly and accurately on prescribed forms or folders
• Keep records of room availability, rates, amendments, daily reservation pickup, cancellations, no-show, etc.
• Handles the reservation correspondence accurately and neatly and follow up for any missing correspondence before guest arrival
• All reservation modifications are updated on the PMS immediately and accurately in case of any changes
• Ensure service level as friendly, professional and prompt and to ensure team members adhere to the service standard
• Market, Source, Rate Code of the reservations which are wrongly tagged should be amended
• Receive contracts detailing room allotments and creates allotments on the hotel management system
• Train newly recruited reservation staffs in taking reservations, telephone etiquette, room configuration, room type, rate code, hotel amenities and processing emails
• Ensure deposit payment is taken in advance for all non-refundable bookings made through Hotel website and OTA's (e.g. Booking.com, Rakuten, and other OTAs) Determine work procedures, prepare work schedules, assign duties and expedite work flow for reservation agents.
• Identifying areas of improvement and providing constructive feedback.
• Assisted in budget preparation and expense management for the reservations department, supporting fiscal responsibility initiatives within the organization.
• Fostered a culture of continuous improvement by encouraging open communication among team members regarding challenges faced or opportunities identified within the department.
• Developed training materials to help new hires quickly become proficient in company policies and procedures.

Reason for leaving: I had enrolled study in Perth, Australia in February 2020 but due to sudden lockdown, COVID-19 VIRUS reason and border restrictions from both countries (Malaysia and Australia), the course had to be postponed for a few times and lastly cancelled.

• Developed comprehensive knowledge of securities regulations to ensure compliance in all redemption transactions.
• Implemented process improvements that reduced errors and increased the overall efficiency of the redemption department.
• Educated clients on the implications of early or partial redemptions, helping them make informed decisions about their investments.
• Enhanced client satisfaction by providing timely and accurate redemption processing services.

Reason for leaving: Short period of training for so many subjects to remember and the no paper/notebook allowed on the floor - made it more difficult to handle situation. Poor internal communication and no ways to communicate/contact with other department especially when assisting customer with lost baggage complaint.

• Create or update online and FIT/Group bookings in PMS Micros Opera from travel agent, corporate company, government and embassies.
• Taking phone call, upsell Hotel room when opportunity arises to help boost room revenue.
• Assist the Reservations Executive in preparing training material, weekly roster, train new staff, check cancellation report.
• Send chargeable cancellation and no-show bookings to Manager on Duty.
• Mentored junior staff members, helping them develop their skills and advance in their role.
• Increased operational efficiency by conducting regular training sessions for junior officers. (E.g : Role Play)

Reason for leaving: Received an offer as a call centre agent for Singapore Airlines, seek more exposure in travel/aviation industry.

• Answering inbound calls from end user, reseller and distributor mainly from Europe and US to generate their software activation code or networked license files, answer all customer's inquiries about their software and new product upgrade, etc.
• Attending to customer's issue with their software via email, chat or through phone and create a ticket to transfer the case to the relevant department in-charge especially regarding technical issue.
• Experience in using Siebel, Salesforce, SAP.
• Maintain call log and ensure all request through email meets SLA time.
• Aware of the importance of Average Handle Time (AHT) in call center.
• Adhere to the schedule as prescribed by the TL (Team Leader)
• Provide information about their new software or services to end user, reseller, distributors from UK/USA through email/chat/direct call

INVOICING

In-charge in Autodesk Invoicing Department. Daily duties are mailing out hard copy invoices to Autodesk Authorized Resellers for Asia Pacific including Australia and New Zealand, daily invoicing reports to be sent to Key Account Manager, liaise with Singpost, DHL and Dicklin Singapore.

• Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
• Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
• Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
• Ensured accurate record-keeping with diligent data entry and database management for vital company information.
• Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.