Mohamad Hisham Bin Saad
Kuala Lumpur
Summary
Passionate individual with strong background on Food & Beverage and others section such as Housekeeping and Front Office under Room Division. Spend almost half of the career on FB department before moving on to others section on the Hospitality industry. Passionate hospitality professional with a strong background in Food & Beverage, as well as Front Office and Housekeeping. Delivered exceptional service and maintained high standards through effective training, conflict resolution, and operational management. Focused on enhancing guest satisfaction and driving team performance. Dedicated team player with diverse experience in customer service and operational support. Utilised strong communication and problem-solving skills to foster positive relationships and ensure customer satisfaction. Committed to continuous improvement and team success. Ambitious hospitality professional with experience across multiple departments in the industry. Champions high-quality service and team collaboration to optimise guest experiences and operational efficiency. Aims to leverage extensive knowledge to contribute positively to future roles. Productive employee with proven track record of successful project management and producing quality outcomes through leadership and team motivation. Works with clients to determine requirements and provide excellent service. Responsible manager, passionate about delivering outstanding quality and service. Offering 20 years of experience in industry with history of recognition for performance.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Coffee House waiter
The Legend Hotel And Apartment
01.1992 - 10.1993
- Served meals and drinks with professionalism and care, ensuring timely delivery to maintain high standards of service.
- Delivered friendly and fast service to process high-volume food and drink orders at peak times.
Food & Beverage Division
Property Queen Sdn Bhd
01.2018
- Scheduled employees to keep shifts well-staffed.
- Trained workers in every position, including food preparation, money handling and cleaning roles.
- Trained newly hired employees on service techniques, company procedures and safety processes.
- Worked closely with chef and cooks to determine menu plans for special events or occasions.
- Demonstrated leadership with hands-on approach in completing daily tasks and motivating team through pre-shift briefs.
- Trained Front of House (FOH) staff on restaurant policies and procedures, guest service techniques and communication skills to ensure positive experience.
- Analysed customer feedback, initiating changes in service and menu offerings to address concerns and boost repeat business.
- Guaranteed compliance with food safety procedures and quality control guidelines.
- Managed conflict resolution among staff and with customers, diplomatically addressing issues to maintain a positive atmosphere.
- Balanced cash registers, reconciled transactions and deposited establishment's earnings.
- Monitored compliance with food hygiene regulations, conducting regular training sessions to ensure staff adherence to standards.
- Maintained cleanliness and sanitation across food service, storage and preparation areas.
- Interviewed and hired skilled personnel to fill restaurant positions.
- Maintained high standards of food quality by reviewing shipments, overseeing preparation and monitoring food safety.
- Educated staff members on procedural and menu changes.
- Directed staff in daily work assignments to help each achieve goals and uphold restaurant reputation.
- Championed 100% guest satisfaction by providing excellent dining experience.
- Controlled budget and financial performance, closely monitoring expenditure and revenue to meet targets and drive profitability.
- Ran operations successfully according to industry best practices and owner standards.
- Coordinated staff schedules to ensure adequate coverage during peak times, balancing workload and minimising overtime costs.
- Kept food storage and preparation equipment in good working order to maximise safety and cost-efficiency of operations.
- Managed daily operations of a busy city centre restaurant, overseeing both front-of-house and kitchen staff to maintain high service standards.
- Optimised stock levels for expected demand and minimised losses with proper rotation procedures.
- Managed rotas to cover high service level periods and avoid service delays.
- Organised staff meetings to communicate targets, gather feedback, and foster a collaborative team environment.
- Performed restaurant walk-through to gauge timeliness and excellent service quality.
- Used coaching and mentoring techniques to improve employee skills and boost morale.
- Developed and maintained staff to provide hospitable, professional service while adhering to policies and business initiatives.
- Monitored service periods and realigned team positions to provide optimal coverage to meet customer demands.
- Regularly updated computer systems with new pricing and daily food specials.
Attached at Front Office Department
Citrus By Compass Hospitality
01.2017
- Engaged with customers to better understand needs and deliver excellent service.
- Identified issues, analysed information and provided solutions to problems.
- Built and maintained courteous and effective working relationships.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions.
- Handled customer concerns and escalated major issues to supervisor.
- Picked up additional tasks to aid team success.
- Enhanced working relationships by participating in team-building activities.
- Actively listened to customers to fully understand requests and address concerns.
- Demonstrated consistent hard work and dedication to achieve results and improve operations.
- Trained and mentored employees to maximise team performance.
- Prepared range of written communications, documents and reports.
Attached at Front Office Department
Berjaya Times Square Hotel And Convention Centre
01.2015
- Addressed customer complaints with empathy and efficiency, resolving issues to maintain high satisfaction levels.
- Led by example, demonstrating exceptional customer service and encouraging staff to deliver the same high standards.
- Coached and mentored junior staff, developing confidence and competence for improved service delivery.
- Used proactive problem-solving skills to resolve issues quickly and effectively, minimising operational disruption.
- Maintained professional demeanour in customer interactions, answered concerns and resolved problems with friendly and knowledgeable approach.
Attached at Room Division
Plaza Hotel Kuala Lumpur
Kuala Lumpur
01.2015
- Managed front office operations to maintain exceptional guest service standards in a high-volume environment.
- Implemented strategies to maximise room occupancy and revenue, closely monitoring booking trends and adjusting rates accordingly.
- Responded to and implemented guest feedback to achieve positive outcomes and high levels of customer satisfaction.
- Supervised a team of reception staff, providing training and development to improve performance and service quality.
- Handled guest complaints with empathy and professionalism, resolving issues promptly to maintain positive relationships.
- Analysed customer feedback to identify areas for improvement and implemented changes to enhance guest experience.
Attached at Room Division, Front Office and HK
The Grand Continental
01.2013
- Managed front office operations to maintain exceptional guest service standards in a high-volume environment.
- Implemented strategies to maximise room occupancy and revenue, closely monitoring booking trends and adjusting rates accordingly.
- Supervised a team of reception staff, providing training and development to improve performance and service quality.
- Handled guest complaints with empathy and professionalism, resolving issues promptly to maintain positive relationships.
- Organised staff rosters to ensure adequate coverage during peak times while optimising labour costs.
- Prepared detailed reports on front office performance, highlighting achievements and identifying challenges for management review.
- Coordinated seamless check-in and check-out processes, minimising guest wait times and enhancing satisfaction.
Various departments
Dynasty Hotel Kuala Lumpur
Kuala Lumpur
01.1994
- Work in various department with cross exposure in between 3 to 6 month on each department.
- Concentrated mostly on F&B outlets and HK and last posting at Front Office Department.
- Managed front office operations to maintain exceptional guest service standards in a high-volume environment.
- Implemented strategies to maximise room occupancy and revenue, closely monitoring booking trends and adjusting rates accordingly.
- Supervised a team of reception staff, providing training and development to improve performance and service quality.
- Handled guest complaints with empathy and professionalism, resolving issues promptly to maintain positive relationships.
- Organised staff rosters to ensure adequate coverage during peak times while optimising labour costs.
- Prepared detailed reports on front office performance, highlighting achievements and identifying challenges for management review.
- Coordinated seamless check-in and check-out processes, minimising guest wait times and enhancing satisfaction.
Coffee house waiter
The Pan Pacific Hotel Kuala Lumpur
Kuala Lumpur, Wilayah Persekutuan
01.1992
- Banquet
- Hai Tien Lo Chinese Restaurant
- Keyaki Japanese Restaurant
- Continental French Fine Dining
Education
Diploma - Hospitality Management
Sunway University
Sunway University2010
Skills
- Customer relationship management
- Employee training
- Conflict resolution
- Budget control
Custom Section
- Diploma in Hospitality Management, Sunway University, YYYY-MM-DD
- Complete primary and secondary, YYYY-MM-DD
Languages
English
Intermediate
B1
Certification
diploma in hospitality
Interests
- reading
Timeline
Food & Beverage Division
Property Queen Sdn Bhd
01.2018
Attached at Front Office Department
Citrus By Compass Hospitality
01.2017
Attached at Front Office Department
Berjaya Times Square Hotel And Convention Centre
01.2015
Attached at Room Division
Plaza Hotel Kuala Lumpur
01.2015
Attached at Room Division, Front Office and HK
The Grand Continental
01.2013
Various departments
Dynasty Hotel Kuala Lumpur
01.1994
Coffee House waiter
The Legend Hotel And Apartment
01.1992 - 10.1993
Coffee house waiter
The Pan Pacific Hotel Kuala Lumpur
01.1992
Diploma - Hospitality Management
Sunway University