Mohd Fairuz Razali
Room Division Manager / Front Office Manager / Assistant Front Office Manager
Petaling Jaya
Summary
Productive Front Office Manager with excellent skills in customer service, office management and administrative support. Remains professional and tactful in all situations with focus on increasing satisfaction and retention. Versed in managing vendor and service provider relationships while maintaining meticulous records.
Overview
25
25
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
FRONT OFFICE MANAGER
DASH BOX CYBERJAYA, RI-YAZ GROUP
7 2022 - Current
- Register guest and assigned rooms
- Accommodates special requests whenever possible
- Assist in pre-registration and blocking of rooms for reservations
- Thoroughly understand and adheres to proper credit, check-cashing, cash handling PNP
- Understand room status and room status tracking
- Knowledge of room location, types of rooms available, and room rates
- Follow procedures for issuing closing safe deposit boxes use by guests
- Perform Monthly Aging reports / Daily-ARR reports / Daily Incident reports for all rooms for Rooms Division Manager request
- Conduct performance appraisals of all interns, prepare guidelines and time frames for improvement
- Participate in all staff and training meetings as required.
HOTEL & RESIDENCE MANAGER
PRE-OPENING NEW RESIDENCE/HOTEL – URBAN LIVING RESIDENCE, MAHSA GROUP
12.2018 - 06.2022
- Implement the hotel strategy across all operational departments
- Lead all key property issue including capital projects, customer service and refurbishment
- Responsible for preparation, presentation and subsequent achievement of hotel’s Annual Operating Budget, Marketing & Sales Plan and Capital Budget
- Manage on-going profitability of hotel/residence, ensuring revenue and guest satisfaction targets are met and exceeded
- Strong understanding of P&L statements and ability to react with impactful strategies
- Draw up plans and budget (revenue, cost, etc) for owner
- Lead in all aspects of business planning
- HUMAN RESOURCE MARKETING & SALES Establishing corporate identity and marketing campaign
- Defining the distribution and sales channels
- Connecting the hotel with the IDB System
- Pre-opening sales
- Preparation and implementation of the opening ceremony – “Grand Opening”
- FINANCE Budget preparation for the Pre-opening phase
- Budgeting for the first 12 months of hotel’s operations
- Budget management according to international standards and strategic plans of the client
- Risk management
- PREPARING FOR INSPECTION, CERTIFICATION AND HOTEL CATEGORIZATION Preparation of the hotel for all types of inspections
- Implementation of and preparation for certification of the HACCP system
- Preparation of the hotel for the official categorization by the competent authority
- Preparation of the hotel for inspection by the international hotel group (for hotels belonging to the hotel chain)
- Reason of leaving, the directors management/owners decided to convert hotel to hostel soon.
- Increased staff retention through effective leadership, training programs, and open communication lines
- Developed strong relationships with residents and their families, addressing concerns and providing updates on progress
- Improved safety measures within the residence, leading to fewer accidents or incidents involving residents or staff members
- Organized social activities and events to promote resident engagement and community involvement
- Conducted regular performance evaluations of staff members, identifying areas for growth and improvement
- Streamlined daily operations for improved efficiency, prioritizing tasks and delegating responsibilities to staff members
- Established partnerships with local organizations for increased resources and support services for residents
- Managed budgets effectively, reducing costs while maintaining high-quality services for residents
- Conducted daily welfare checks and coordinated with facility staff to meet resident needs
- Supported personal needs of residents dealing with diverse conditions
HOTEL MANAGER
ONE ENIGMA HOTEL, JALAN IPOH KUALA LUMPUR
11.2015 - 12.2018
- The guest satisfaction and the desired financial results
- Ensures that all operational areas have an atmosphere that is conducive to the overall guest experience
- Review financial reports and statement to determine how operations performing against budget
- Ensure the capital expenditure funds are being used to address the priorities outlined in the service strategy
- Works with direct reports to determine areas of concern and establish ways to improve the departments financial performance
- Strive to maintain profit margins without compromising guest or employee satisfaction
- Identifies and analyzes operational challenges and facility the development of solutions to prevent recurrence
- Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses
- Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holds team accountable for results
- Develops an operational strategy that is aligned with the brands business strategy and leads its execution
- Makes and executes key decisions to keep property moving forward towards achievement of goals
- Managing Property Operations
- Communicate a clear and consistent message regarding operational goals to produce desired results on a continuous basis
- Ensure core elements of the service strategy are in place to produce the desired results
- Tours building on a regular basis speaking with employees and guest to understand business needs and assess operational opportunities
- Leading Property Operations Teams
- Establishes a vision for product and service delivery on property
- Observes service behaviors of employees and providing feedback to individuals and/or managers
- Conducts annual performance appraisals with direct reports according to Standard Operating Procedures
- Utilizes an open door; policy and reviewing employee satisfaction results to identify and address employee problems or concerns
- Stays knowledgeable of leadership talent in the property
- Fosters employee commitment to providing excellent service, participating in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees
- Attended MAH Annual Meeting for Hotel Management
- Attended monthly meeting with Board of Director (Owner Hotel) about strategy marketing, issues in hotel
- Standby on call 24 hours if operations side facing urgent issue especially front office & technician side
- Hire, train, motivate, supervise, coach, develop, empower, discipline all employees
- Maintain proper maintenance of the building and grounds by implementing Preventive Maintenance guidelines
- Review Daily Income Report and Occupancy Report to ensure accuracy
- Maintain appropriate standards of dress, hygiene, uniforms, appearances, posture, and conduct of all employees
- Verify the property is in compliance with all health, fire/safety, and local municipal regulations
- Prepare financial report for management that clearly explain operational effectiveness, trends and variances
- Execute marketing, sales and operational activities
- Conduct regular operations team meeting with all staff daily/weekly to discuss routine operational matters, sales targets, feedback
- Assessing and reviewing guest satisfaction and service recovery process
- Be on available to on call 24 hours/day to resolve any urgent problems unforeseen situations
- Reason leaving due to I noticed in November 2018 when I check statement that hotel partners did not pay KWSP in year 2018
- The reason by BOD the hotel KPI is up and down
- No such excuses given, I have seen my future with established company.
ADMISSION EXECUTIVE
TAYLOR’S UNIVERSITY
01.2015 - 10.2015
- Responsible for new student recruitment
- Ensure meeting yearly student enrollment target set by management
- Assist Line Manager to respond to inquiry phone calls, emails & walk-ins
- Assist Line Manager to update all inquiry database in the system
- Schedule and conduct tours of the school to prospective families
- Handle front desk operation
- Receptionist for the university
- Handling of incoming and outgoing parcels for the university
- Recruit new students through activities such facility visits, campaigns, open houses, and information sessions
- Counsel parents of existing and prospective students who are considering taking up new subjects; assist with academic program selection
- Provide accurate and prompt information on curriculum highlights to prospective future for student
- Develop and establish new contacts and sales targets that are aligned with the core competencies of the company
- Reason for leaving due to getting a better offer position and salary.
FRONT OFFICE MANAGER
RUEMZ HOTEL SDN BHD Part Of TAYLOR’S EDUCATION GROUP (TEG)
08.2012 - 12.2014
- Offer sensible and sounds decision in the absence of the Room Division Manager
- Conduct daily briefing before the start of respective shifts
- Highlight activities for the day and ensure all Front Office personnel are fully informed
- Expert with the system (OPERA)
- Perform Monthly Aging reports / Daily-ARR reports / Complaining reports / Daily Incident reports for all the rooms for Rooms Division Manager requested
- Responsible for the direction and supervision of all activities of front office and reservations operations to ensure guest satisfaction by providing efficient service in all Front Office functions
- Train, develop and ensure that all department staff perform duties in accordance with the Hotel policy
- Liaise with all Hotel departments to ensure that registration & information systems are efficient and accurate, guest relations system are at a high standard
- Control group and individual reservations to ensure maximum occupancy
- Provide the Room Division Manager with current arrival and departure statistics and guest information with prescribed deadlines
- Provide information for the Sales Marketing of all Front Office activities as requested
- Recommend Hotel rack rates to the management team to maximize occupancy and achieve budgets
- Supervise the control expenses to align and maintain operating costs, example; Key Card, Key Card Holder, Stationary, etc
- Monitor the performance of Front Office and maintain close communications to ensure efficiency in operation
- Prepare and supervise the duty roster
- Inspect the Hotel premises, with the Housekeeper, on a regular basis to ensure that rooms and furnishings meet Hotel standard
- Ensure that all systems relating to stock control and distribution of room items are followed
- Monitor the reception and processing of Hotel guests to ensure VIPs are handled correctly from arrival to departure
- Handle all daily problems or complaints to maximize guest satisfaction
- Oversee the day to day management of the Security
- Introduce new intern and staff to all Front Office services and explain all policies, tasks, procedures, and standards to ensure the highest standard of services
- Participate in all staff and training meetings as required
- Plan and coordinate improvements in the operation and management of Front Office operations with the Rooms Division Manager and Hotel Manager, to improve service and profits
- Ensure guest satisfaction is maximized through attention to details and personal service
- Provide updated information on tourist attraction, entertainment facilities, and current events in the local area for all Front Office staff to give to the guests
- Identify departmental training needs, compile and approve training materials and programs in coordination with the School Of Tourism & Hospitality, Taylor’s University
- Conduct performance appraisals of all interns, prepare guidelines and time frames for improvement
- Ensure high standards of personal appearance and hygiene of all Front Office staff as described in the Hotel’s Standard Of Procedures
- Maintain and provide all Front Office with current information on emergency procedures relating to fire, theft, accident, medical emergency, and other threats to Hotel and guest safety
- Report any health or safety hazards and maintain a high level of hygiene and sanitation in all public areas example; in lift area, lobby area & glass doors
- Be willing to undertake special projects and any other duties as assigned by Room Division Manager.
Guest Service Assistant (GSA)
JW Marriott, Kuala Lumpur
01.2007 - 07.2012
- Perform daily job tasks such as checking in guests and handling cashering in front office
- Maintain daily tasks such as performing night audit, preparing bills for hotel guests who will check the next day, ensuring all guest data and billing are correctly in the system, ensuring all dockets for those checking in with travel agents are received from respective departments, and preparing dockets for tomorrow's guest check-in
- Ensure smooth check-in for guests within 5-10 minutes at the front desk
- Follow up on requests made by guests earlier at the front counter
- Courtesy call to ensure guests are satisfied with the request
- Appointed service by Management as a Butler for VVIP guests
- Handle complaints and revert them in a timely manner to respective departments and duty manager
- Ensure before starting the shift all the workplace and all the necessary things are sufficient during operation
- Also do upselling at the front counter for those who want to experience being pampered and have a luxury stay at the hotel
- Get a better offer salary and position at Ruemz Hotel, Subang Jaya.
Customer Care Telecommunication
Maxis Bhd
11.1999 - 01.2007
- Responsible for attending walk-in customers and managing all the cashering at the department store either by cash or credit cards
- Handle inquiries by customers either walk-in and email regarding the product, billing, software, and web login and data charges
- Give opinions and explanations about the product and how to maintain the product
- Perform daily duties and meet goals set by the management at the store
- Ensure all the flyers and bunting are sufficient at the store are displayed
- Left because got a better offer at JW Marriott Hotel Kuala Lumpur.
Education
Diploma in Mass Communication - Mass Communication
Taylor’s University
Subang Jaya, Selangor, Malaysia 04.2001 -
Diploma in Hotel Management - Hotel Management
Kolej Teknologi Antarabangsa Cybernetics – KTAC
Kuala Lumpur 04.2001 -
High School Diploma -
Sekolah Menengah Kebangsaan Bandar Baru Sentul
Sentul Kuala Lumpur 01.1994 - 12.1998
Skills
- Computer: Microsoft Word, Microsoft Excel, Microsoft Windows, AI, Microsoft Powerpoint, Word Perfect, OPERA PMS, HIS Hotel System, all OTA Online, IDB System, AVALON System (DASH BOX)
- Initiative, hardworking and have positive attitude
Highly motivated and co-operative for success
Willingness to learn something new
Excellence communication, problem solving, conflict resolution, strong organizational skills with strong work ethic
Maintain the good with Guest/VIP with the help of good communications skills
- Excellent knowledge of technical support issues
Certified First Aider from ASEC ( Academic of Safety and Emergency Care)
Personal Information
- Mobile: +6019.265.0322
- Age: 43
- NRIC: 810501-05-5363
- Place of Birth: Hospital Besar Seremban
- Ethnicity: Malay
- Notice Period: 1 MONTH
- Date of Birth: 01/05/81
- Gender: Male
- Nationality: Malaysian
- Marital Status: Married
- Religion: Islam
- Address: B5-1-11, 1120 Park Avenue, Jln PJS 1/52, Tmn Petaling Utama, 46150 Petaling Jaya, Selangor
Lastdrawnsalary
RM5,500.00
Health
Excellent
Notice Period: 1 Month
Possesowntransport
YES (CAR) with D License
References
- MR SUSHIL DEV BIASPAL, +6012.397.5188, Room Division Manager, RUEMZ HOTEL (Taylor’s Education)
- MS HAYATI, +6010.268.8796, HR Manager, DASH BOX, CYBERJAYA (RIYAZ GROUP)
Timeline
HOTEL & RESIDENCE MANAGER
PRE-OPENING NEW RESIDENCE/HOTEL – URBAN LIVING RESIDENCE, MAHSA GROUP
12.2018 - 06.2022
HOTEL MANAGER
ONE ENIGMA HOTEL, JALAN IPOH KUALA LUMPUR
11.2015 - 12.2018
ADMISSION EXECUTIVE
TAYLOR’S UNIVERSITY
01.2015 - 10.2015
FRONT OFFICE MANAGER
RUEMZ HOTEL SDN BHD Part Of TAYLOR’S EDUCATION GROUP (TEG)
08.2012 - 12.2014
Guest Service Assistant (GSA)
JW Marriott, Kuala Lumpur
01.2007 - 07.2012
Diploma in Mass Communication - Mass Communication
Taylor’s University
04.2001 -
Diploma in Hotel Management - Hotel Management
Kolej Teknologi Antarabangsa Cybernetics – KTAC
04.2001 -
Customer Care Telecommunication
Maxis Bhd
11.1999 - 01.2007
High School Diploma -
Sekolah Menengah Kebangsaan Bandar Baru Sentul
01.1994 - 12.1998
FRONT OFFICE MANAGER
DASH BOX CYBERJAYA, RI-YAZ GROUP
7 2022 - Current
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