Mohd Afzal Bin Abdullah
Hotelier
No 10 Jalan Bayan 44 Taman Megah Ria Masai Johor
Summary
Dynamic leader with a proven track record at Shangri La Hotel, excelling in guest relations and exceptional communication. Spearheaded initiatives that significantly enhanced guest satisfaction and team performance. Skilled in vendor negotiation and teamwork, adept at driving revenue growth and streamlining operations for efficiency.
Offering solid foundation in hospitality and genuine passion for delivering top-notch guest experiences, ready to learn and grow in this dynamic environment. Contributes keen ability to quickly grasp new concepts and strong aptitude for multitasking and communication. Ready to use and develop customer service and organizational skills role.
Offering solid foundation in hospitality and genuine passion for delivering top-notch guest experiences, ready to learn and grow in this dynamic environment. Contributes keen ability to quickly grasp new concepts and strong aptitude for multitasking and communication. Ready to use and develop customer service and organizational skills in role.
Developed exceptional customer service and management skills in high-end hospitality environment, seeking to transition into new field. Excelled in guest relations and team coordination, demonstrating strong problem-solving abilities. Looking to bring background in efficient operations and guest satisfaction to fresh, impactful role.
Professional hospitality leader prepared for Concierge Supervisor role. Strong background in delivering exceptional guest experiences and managing front desk operations. Adept at team collaboration, resolving issues, and adapting to changing needs. Skilled in communication, problem-solving, and customer service. Reliable and results-driven, ensuring guest satisfaction and operational efficiency.
Experienced with managing concierge teams and delivering exceptional guest services. Utilizes effective communication and leadership skills to ensure smooth operations and high levels of guest satisfaction. Track record of implementing innovative solutions to enhance service quality and efficiency.
Seasoned hospitality professional prepared to lead concierge team, delivering top-notch service and seamless guest experiences. Proven track record of managing operations and enhancing service quality, with focus on collaboration and flexibility to meet changing needs. Known for strong organizational skills and customer-centric approach that drives team success.
Knowledgeable with proven ability to manage daily operations and enhance guest experiences. Successfully led team to provide exceptional service, ensuring guest satisfaction and loyalty. Demonstrated leadership and problem-solving skills to address and resolve guest concerns promptly.
Energetic and dependable with talent for anticipating guest needs and delivering exceptional service. Possesses deep understanding of hospitality principles and proficiency in managing guest interactions and problem-solving. Dedicated to creating memorable experiences and enhancing guest satisfaction.
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Recent graduate with foundational knowledge and hands-on experience gained through academic projects and internships. Demonstrates strong teamwork, problem-solving, and time-management skills. Prepared to start career and make meaningful contributions with commitment and drive.
Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Offering solid foundation in hospitality and genuine passion for delivering top-notch guest experiences, ready to learn and grow in this dynamic environment. Contributes keen ability to quickly grasp new concepts and strong aptitude for multitasking and communication. Ready to use and develop customer service and organizational skills role.
Overview
20
20
years of professional experience
Work History
Concierge Supervisor
Shangri La Hotel
02.2022 - 11.2024
- Ensured compliance with company policies, industry standards, and local regulations within the concierge department at all times.
- Collaborated with hotel departments to ensure seamless service delivery for all guests.
- Oversaw inventory management for the concierge department, maintaining adequate supplies while minimizing costs.
- Mentored junior staff members to enhance their customer service skills and professional development.
- Assisted with event planning and coordination, ensuring successful execution of on-site events and special occasions.
- Managed scheduling for concierge staff members, balancing workload effectively while accommodating employee needs when possible.
- Developed strong relationships with local businesses, securing exclusive deals and discounts for hotel guests.
- Implemented new procedures to optimize concierge team performance, resulting in higher guest satisfaction ratings.
- Streamlined front desk operations for increased efficiency and improved guest experiences.
- Contributed to the hotel''s revenue growth by successfully upselling premium services, partnering with local businesses, and coordinating special events for guests.
- Leveraged knowledge of local attractions to create customized itineraries that catered to diverse interests of hotel guests.
- Conducted regular team meetings to discuss performance metrics, areas for improvement, and best practices in customer service.
- Promoted positive work environment among employees by encouraging teamwork and open communication leading towards a more productive work atmosphere.
- Facilitated smooth check-in/check-out processes by coordinating closely with the front desk team and other departments as needed.
Front Office Supervisor
Star Cruises Genting World
06.2004 - 02.2020
- Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
- Coordinated with other departments to resolve any guest issues promptly, ensuring a seamless guest experience from arrival to departure.
- Organized staff scheduling effectively to maintain appropriate coverage during peak hours without compromising service quality.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Contributed valuable insights during management meetings, ultimately influencing hotel policies and procedures for better guest satisfaction.
- Dispersed petty cash to employees and collected and managed receipts.
- Promoted positive work environment by fostering teamwork among front office staff members.
- Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Created, prepared, and delivered reports to various departments.
- Achieved high-quality service by maintaining open communication channels among team members.
- Handled office contracts like leases, utilities and employee agreements.
- Assisted staff with troubleshooting and resolution of software and hardware issues to minimize downtime.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Trained team members on new hotel services and products to support promotional efforts.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Kept high average of performance evaluations.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Conducted ongoing reviews of program financial systems to assess cost control measures.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Monitored front areas so that questions could be promptly addressed.
- Interceded between employees during arguments and diffused tense situations.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Collaborated with housekeeping and maintenance teams to ensure room availability and quality standards were met.
- Maintained accurate financial records, including daily reports on sales transactions, cash drawer balances, and room charges.
- Coached employees through day-to-day work and complex problems.
- Conducted regular performance evaluations for front office staff to foster professional growth and development opportunities.
- Consistently exceeded revenue goals by upselling hotel amenities, services, and room upgrades.
- Monitored occupancy rates to maximize revenue while maintaining exceptional guest experience.
- Organized documents for company communication, travel vouchers, and payment services.
Education
High School Diploma -
SMKDPT
Masai, Johor, Malaysia 04.2001 -
Skills
Guest relations
Timeline
Concierge Supervisor
Shangri La Hotel
02.2022 - 11.2024
Front Office Supervisor
Star Cruises Genting World
06.2004 - 02.2020
High School Diploma -
SMKDPT
04.2001 -
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