Mohd Faisal Shukri Bin Abd Latif

• Selected as a core member of the opening team for Gamuda Luge Gardens Rawang, contributing to the successful launch of 4 major attractions within project deadlines.
• Drafted, standardized, and implemented 6 comprehensive SOP manuals based on international best practices, covering operations, safety, emergency response, and guest service.
• Led end-to-end operational setup, including vendor coordination, ride commissioning, staff deployment, and onboarding—all aligned with brand and safety standards.
• Optimized inventory control and supply chain processes for operational equipment and consumables, reducing delays and improving cost efficiency.
• Spearheaded manpower planning (monthly/daily) and task allocation for over 40+ team members, enhancing productivity and minimizing over staffing.
• Delivered high-quality training sessions with custom-designed documentation, evaluation systems, and continuous coaching to raise performance standards.
• Served as Manager on Duty (MOD) on a rotational basis, ensuring real-time responsiveness, issue resolution, and smooth execution of daily operations, ticketing, and guest services.
• Established a structured guest feedback and action loop, directly contributing to improvement of Net Promoter Scores (NPS) and increased guest satisfaction.
• Played a key role in cross-functional coordination with marketing, safety, engineering, and business development units to support park performance and event readiness.
• Oversaw daily operations activities, ensuring smooth functioning across all departments while maintaining high-quality standards.
• Efficiently and effectively identified and solved all problems that impacted direction of business.
• Enhanced customer satisfaction by effectively managing and resolving operational issues in a timely manner.

• Established a new debt collection department from the ground up, including SOP drafting, manpower structuring, and performance tracking systems.
• Designed and implemented daily and monthly manpower planning, improving task execution efficiency and team accountability across operations.
• Monitored rental accounts and payment statuses across multiple clients, ensuring accurate billing, timely statement issuance, and effective payment follow-ups.
• Improved collection consistency and recovery rates by initiating structured follow-up procedures and escalation workflows.
• Collaborated with cross-functional teams to optimize the billing cycle, reduce outstanding balances, and enhance client relationship management.
• Trained junior staff on communication, negotiation, and system usage for effective payment recovery.
• Supported management reporting with data insights on account status, outstanding payments, and operational gaps, aiding in decision-making and recovery forecasting.

Oversaw daily operations and coordinated cross-functional projects involving ride maintenance, special events, and procurement of park equipment and supplies.

• Led end-to-end inventory management including stock audits, ordering, and supplier negotiations, ensuring minimal downtime and efficient resource allocation.
• Managed team discipline through coaching, performance evaluation, and clear communication of expectations, resulting in improved staff accountability.
• Conducted structured onboarding and skill-based training programs for new team members, improving SOP compliance and reducing guest complaints.
• Enforced safety procedures and cleanliness standards in line with internal and regulatory requirements, ensuring a safe environment for over 1,000+ daily guests.
• Collaborated with vendors and contractors to complete upgrades and installations on schedule and within budget.
• Acted as Manager on Duty (MOD) during critical periods, ensuring real-time decision-making and guest satisfaction.

• Supervised daily operations of two high-tech VR attractions (SKY VR & The VOID), ensuring smooth guest flow, team discipline, and compliance with safety SOPs.
• Managed monthly and daily rostering for 20+ team members, optimizing manpower usage during peak and off-peak hours.
• Spearheaded operational adjustments during the COVID-19 period, implementing health protocols and sustaining guest confidence while maintaining business continuity.
• Supported Genting Outdoor Theme Park operations during crossover assignments, contributing to wider team collaboration and training.
• Developed operational manuals and frontline checklists to improve team performance and reduce incident risks.
• Mentored junior staff and initiated cross-training to boost flexibility and readiness across units.
• Collaborated with marketing and guest experience teams to ensure alignment between park activities and guest expectations.

• Selected as part of the opening team for cutting-edge Hyper Reality VR attractions: The VOID and SKY VR at Resorts World Genting.
• Provided hands-on support during setup, testing, and operational readiness of immersive VR experiences, contributing to successful project rollouts.
• Operated high-tech VR systems, conducted pre-ride briefings, and ensured smooth guest onboarding and equipment handling.
• Maintained attraction uptime by supporting basic troubleshooting, cleanliness, and safety standards throughout guest cycles.
• Delivered exceptional guest service by assisting with queries, managing queues, and resolving issues promptly to enhance visitor satisfaction.
• Adhered to strict safety procedures and hygiene protocols in a fast-paced, tech-driven entertainment environment.

• Delivered frontline customer service for domestic and international travelers, ensuring smooth ticketing, check-in, and boarding processes.
• Assisted with boarding and disembarkation of passengers, including coordination with ground handling teams and special assistance for VIPs, elderly, and passengers with reduced mobility.
• Resolved guest complaints and escalations promptly and professionally, enhancing customer satisfaction and protecting airline reputation.
• Maintained accuracy and compliance in handling passenger manifests, boarding passes, and travel documents in line with aviation security protocols.
• Provided flight information, managed seat assignments, and offered real-time solutions during flight delays or disruptions.
• Recognized for maintaining calm and composure under pressure, particularly during high-traffic periods or irregular operations.