MOHAMAD DAHRIN MERICAN BIN AHMAD KAMAL
Hotelier
Summary
Positive, energetic, and highly adaptable individual with passion for delivering exceptional customer service. Possesses strong organizational and communication skills, particularly adept at managing reservations and coordinating front office operations. Committed to enhancing guest experience and ensuring smooth daily operations.
Overview
8
8
years of professional experience
2
2
years of post-secondary education
2
2
Languages
Work History
Assistant Front Office Manager
Amari Kuala Lumpur
06.2022 - Current
- Trains, cross-trains, and retrains all front office personnel
- Supporting, training, and supervising fronts office staff
- Scheduling shifts including Receptionists, Amari Host, Concierge, Bell Service and Call Centre Agents, and managing other HR-related tasks
- Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
- Evaluates the job performance on each front office employees
- Balanced daily cash transactions, accurately maintaining financial records for the front office department.
- Preparing monthly management reports on customer feedback, limo tracking, overtime requisition and training calendar.
- Overtaking FOM duties during the absence
Operation Executive
Sama SamaExpress KLIA, FastTrack KLIA
10.2021 - 06.2022
- Ensure that each department delivers a consistently high standard of guest service
- Also, achieve business objectives and maximize the profitability of all outlets
- Maintained a safe working environment by enforcing strict adherence to health and safety guidelines.
- Maintain effective cost controls in all areas
- Plan and direct the hotel main operations including quality, standards, cleanliness, guest satisfaction
- Developing and implementing strategies that will ensure a positive experience that exceeds guest's expectations
- Be responsible for all the day-to-day queries, complaints or problems that arise in the hotel
- Ensure consistent implementation and review of SOPs throughout all Departments
- Assessing and reviewing customer satisfaction and service recovery process
- Monitor and maintain operation & overhead cost in order to maintain maximum revenue to the organization
- Establish and maintain standards for staff performance and customer service
- Conduct regular operations meeting with all HODs to discuss routine operational matters, departmental performance targets and guest feedback
- Carry out regular inspections of all departments in the areas of guest service delivery, cleanliness, presentation, service delivery, employee presentation and grooming.
Guest Service Executive
Hotel Istana
11.2018 - 09.2021
- Lead and supervises the front office, concierge, recreation (pool and gymnasium) and Japanese Lounge to ensure efficient and smooth operations for producing excellent feedbacks and guest satisfaction
- Being a source of information to guests on various matters such as transport and restaurant advice
- Daily room check for VIP's arrival
- Prepare welcome folders with collateral (e.g
- Room service menus, area descriptions) o Address customer complaints and resolve the matter
- Train, direct the work of, resolve issues, problems and coach the front desk team members to ensure a quality operation
- Responds in a professional and courteous manner to telephone and in-person inquiries regarding reservations, hotel information and guest concerns by providing accurate and timely information
- Cross check all billing instructions are correctly updated and controls cash transactions at the front desk as specified by hotel bank agreement policy
- Lead and supervise the front office team members in operation as part of COVID-19 quarantine station, liaison with KKM and NADMA
Front Office Supervisor
Vistana Hotel
04.2017 - 10.2018
Front Office Supervisor
The Green Leaf Niseko
12.2017 - 03.2018
- Secondment as part of YTL Hotel Programme.
Education
Advanced Diploma in Hotel Management -
University of South Australia (in conjunction with YTL International College of Hotel Management)
04.2016 - 04.2017
Diploma in Hotel Management - undefined
YTL International College of Hotel Management
04.2015 - 04.2016
Skills
Customer service
Front desk operations
Complaint handling
Operations management
Training
- Team Leadership Skills Training, YTL Hotels, 09/01/18
- Train the Trainer (TTT) Training, YTL Hotels, 03/01/18
- Customer Survey Satisfaction Training, YTL Hotels, 04/01/17
- Bridges Training, YTL Hotels, 04/01/17
Personal Information
- Date of Birth: 07/14/97
- Nationality: Malaysian
Timeline
Assistant Front Office Manager
Amari Kuala Lumpur
06.2022 - Current
Operation Executive
Sama SamaExpress KLIA, FastTrack KLIA
10.2021 - 06.2022
Guest Service Executive
Hotel Istana
11.2018 - 09.2021
Front Office Supervisor
The Green Leaf Niseko
12.2017 - 03.2018
Front Office Supervisor
Vistana Hotel
04.2017 - 10.2018
Advanced Diploma in Hotel Management -
University of South Australia (in conjunction with YTL International College of Hotel Management)
04.2016 - 04.2017
Diploma in Hotel Management - undefined
YTL International College of Hotel Management
04.2015 - 04.2016
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