MOHD ZULHILMI BIN SAFUAN
Customer Service Executive
SERI KEMBANGAN
Summary
Dedicated customer service professional with 11 years of experience in front office operations and residential hospitality management. Expertise in handling guest requests, coordinating front desk operations, and utilizing property management systems. Strong communicator with proven problem-solving skills, capable of delivering high service standards while working independently or collaboratively.
Overview
3
3
Languages
16
16
years of professional experience
Work History
Customer Service Executive | Residential Property Management
Henry Butcher Malaysia Mont Kiara
01.2018 - Current
- Serve as the primary point of contact for residents, visitors, contractors, and stakeholders.
- Respond promptly to resident enquiries, complaints, and maintenance requests while maintaining high customer satisfaction levels.
- Manage daily front desk operations for a premium residential development, ensuring smooth and efficient service delivery.
- Responded promptly to resident enquiries, complaints, and maintenance requests, contributing to high customer satisfaction levels.
- Collaborate closely with building management, security, and maintenance teams to ensure seamless building operations.
- Prepared reports and provided operational updates to Building Manager, ensuring informed decision-making.
- Coordinated emergency response procedures and communicated critical information to residents.
- Maintain accurate records of resident feedback, service requests, and operational activities.
- Maintain compliance with workplace health and safety standards.
Front Office Supervisor
D'Embassy Serviced Residence Suites
01.2016 - 01.2018
- Resolve high-level customer inquiries, manage waitlists, and maintain detailed guest profile databases to ensure personalized service.
- Identified guest reservation needs and recommended suitable room types to enhance guest satisfaction.
- Identify guest reservation needs and recommend appropriate room types.
- Explained guarantee requirements, special rates, and cancellation policies to ensure clear understanding for guests.
- Clearly explain guarantee requirements, special rates, and cancellation policies.
- Respond to guest inquiries related to reservations in a professional and timely manner.
- Resolved high-level customer inquiries, managed waitlists, and maintained detailed guest profiles to deliver personalized service.
Senior Front Office Reservation
Hotel Grand Continental Kuantan
01.2011 - 01.2016
- Managed guest stays, maintaining guest folders from arrival to payment upon departure.
- Managed cash drawer, processed cash checks, made change, issued refunds for vending machines, and wrote receipts and meal vouchers.
- Provided friendly and attentive assistance to residents, guests, and staff at the front desk.
- Responsible for cash drawer, cash checks, make change, issue refunds for vending machines, write receipts and meal vouchers.
Education
High School Diploma -
University Malaya
Kuala Lumpur 04.2001 -
Sijil Pelajaran Malaysia (SPM) -
Sekolah Menengah Kebangsaan Gudang Rasau
Kuantan, Pahang01-2008
Skills
Microsoft Office Suite (Word, Excel, PowerPoint)
Interpersonal skills
Operations management
Executive support
Customer relationship management
Springer Miller System (Hotel/Property Management)
PERSONAL STRENGTH
- Ability to work independently and collaboratively
- Strong interpersonal communication
- Detail-oriented and highly organized
- Adaptability and continuous learning
- Consistent performance
- Positive working attitudes
Timeline
Customer Service Executive | Residential Property Management
Henry Butcher Malaysia Mont Kiara
01.2018 - Current
Front Office Supervisor
D'Embassy Serviced Residence Suites
01.2016 - 01.2018
Senior Front Office Reservation
Hotel Grand Continental Kuantan
01.2011 - 01.2016
High School Diploma -
University Malaya
04.2001 -
Sijil Pelajaran Malaysia (SPM) -
Sekolah Menengah Kebangsaan Gudang Rasau