MOHD FAKHRURAZI BIN MUSTAFHA
Assistant Operation Manager
KUALA LUMPUR
Summary
Friendly and professional. Dedicated professional with demonstrated skills in customer service, time management and trend tracking. Experience working in challenging environments. To provide customer-focused resolutions and feedback. Willing to take any task to support team and help the business succeed.
Overview
15
15
years of professional experience
2
2
Languages
Work History
Assistant Operation Manager
Travelodge Kuala Lumpur City Centre
08.2025 - Current
- Supports the General Manager by overseeing daily front-of-house and back-of-house operations to ensure high guest satisfaction, staff productivity, and adherence to quality standards. Supervises daily hotel operations, including opening/closing shifts, front office, housekeeping, and maintenance, ensuring consistent, high-quality service standards. Addresses and resolves guest complaints professionally, ensuring exceptional service to maximize loyalty. Assists with monitoring budgets, managing costs (labour, inventory), and generating operational reports. Recruits, trains, schedules, and mentors team members to foster a positive, productive work environment. Ensures compliance with health, safety, and security procedures across all departments.
Front Office Manager
Travelodge Kuala Lumpur City Centre
09.2024 - 08.2025
- Direct report to GM & HM. Leads daily front desk operations, supervising staff, managing guest services. Ensure prompt, courteous service, handle complex guest complaints and requests, and oversee all guest arrival/departure procedures. Manage reservation room assignments, front desk supplies, and maintain accurate records and reports. Communicate effectively with housekeeping, maintenance, and other teams for seamless service delivery. Monitor department budgets, handle payments, and prepare monthly reports for senior management. Recruit, train, schedule, monitor, and evaluate front office personnel. Enforce front office policies and procedures to maintain high standards.
Room Division Manager
Travelodge Kuala Lumpur City Centre
09.2023 - 08.2024
- Direct report to COO. Coordinate Front Office (reception and reservations), Housekeeping, Maintenance department and ensuring smooth daily operations. Resolve escalated guest complaints, manage VIP guest needs, and maintain high satisfaction levels. Manage departmental budgets, control costs, and implement strategies to increase revenue (occupancy, ADR). Ensure cleanliness, maintenance, and adherence to brand standards across all guest-facing areas. Work closely with Sales, Marketing and other Headquarter. Recruit, train, schedule, and motivate teams; foster collaboration and set high standards for service. Monitor Key Performance Indicators (KPIs) and contribute to business plans and operational improvements.
Assistant Front Office Manager, Senior Duty Manager
The Taaras Beach & Spa Resort
03.2019 - 05.2023
- In the absence of the Director of Room take charge of the operations of the Front Office Department. Primarily reporting to the Director of Room. Ensures guests have a smooth-running stay at the hotel. Monitors the Front Office employees to make sure all guests receive prompt and personal recognition. Takes care of the front desk operation including guest registration, room assignment and check-out procedures.
Assistant Manager Front Office
Swiss Garden Beach Resort Damai Laut
07.2015 - 02.2019
- Handles any complaints and contentious issues that cannot be solve by team member and also other department. Oversee guest arrival and departure. Supervise the management of group or individual guest invoicing and cash operation. Review arrival list for all arrival and VIP to check room allocation, cleanliness, amenities and special request. Ensure guest documentation and information is available and updated.
Guest Service Manager, Duty Manager, Recreation Executive
Philea Resort & Spa
02.2013 - 06.2015
- Oversee the day-to-day operations of the front office including night shift. Ensuring the smooth delivery of exceptional services to property's guests/customers. Meets or liaises with other executives or managers of the various departments to satisfy guests/customers' requests, handle VIP arrivals, collaborate effectively on usage of function and catering space, manage security issues and any matters concerning guests' undesirable conduct in rooms or public areas.
Recreation Executive
Belum Rainforest Resort
08.2010 - 01.2013
- Provides information about the facilities, local hikes, attractions, and entertainment options to guests at the resort.
Education
Bachelor of Forestry Science -
Universiti Putra Malaysia
Serdang, Selangor04-2008
Diploma in Forestry -
Universiti Putra Malaysia
Bintulu, Sarawak06-2005
Skills
Reception budget management
Mail and phone management / handling
Reception email management
Hospitality expertise
Coaching and training
Guest experiences and accommodations
Reservation management
Policy and procedure adherence
Office and staff streamlining
Strategic, planning and analysis
Timeline
Assistant Operation Manager
Travelodge Kuala Lumpur City Centre
08.2025 - Current
Front Office Manager
Travelodge Kuala Lumpur City Centre
09.2024 - 08.2025
Room Division Manager
Travelodge Kuala Lumpur City Centre
09.2023 - 08.2024
Assistant Front Office Manager, Senior Duty Manager
The Taaras Beach & Spa Resort
03.2019 - 05.2023
Assistant Manager Front Office
Swiss Garden Beach Resort Damai Laut
07.2015 - 02.2019
Guest Service Manager, Duty Manager, Recreation Executive
Philea Resort & Spa
02.2013 - 06.2015
Recreation Executive
Belum Rainforest Resort
08.2010 - 01.2013
Bachelor of Forestry Science -
Universiti Putra Malaysia
Diploma in Forestry -
Universiti Putra Malaysia
References
- Kris, Wong, Former General Manager, +65 8693 9438, Travelodge Chinatown Hotel, Kuala Lumpur
- Cheirlla Tan Hotel Manager Travelodge Kuala Lumpur City Centre +60 17 621 3440
ADDITIONAL INFORMATIONS
- I am self-motivated that have initiative to improve myself to be a good worker and gain some good experience.
- I am committed person, have strong interpersonal skills and the ability to team effectively with all levels of employees and internal/external customers.
- Fast learner, diligent in fulfilling any task that been given to me.
- I adapt easily in different environment.
- I have excellent analytical, have good leadership skills and good computer skills.