Summary
Overview
Work History
Education
Skills
Websites
Awards Certificates
Training Sessions
Cv Last Update
Personal Information
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Timeline
Generic
Muhammad Nurhidayat

Muhammad Nurhidayat

Asssistant Front Office Manager Hotel
Hutan Melintang,08

Summary

Find a job in a company where I could best utilize my exceptional Customer Service and Management Skills for the benefit of the company and if the opportunity arises, to be promoted in the company to a position which enables me to further my career in the hospitality industry.

- A dynamic professional with more than 20 years' experience in diverse role of Front Office and all department such as FNB, Housekeeping and Finance who is sufficient to Provide your organization with the excellent that it deserves. I'm a motivated individual who understands the importance of upholding a brand and strive hard to work towards it. - As a manager and team leader my understanding of the importance of team work necessitates that all work Performed at the front desk level is done with harmony and any discord is resolved immediately. - Ability to work under stress and in isolated places (Islands, City or Hill hotels)

Organized office professional with top-notch administrative skills and solid background in hotel industry. History surpassing business targets, satisfying customer demands and contributing to team success. Independently handles clerical needs and correspondence to support smooth business operations.

Smoothly oversee department of front offices with strong leadership and team management abilities focused on delivering unparalleled support to staff and customers. Collaborate with team members to direct efficient operations based on trust and open communication. Performance-oriented and well-organized manager with in-depth understanding of financial and operational processes.

Cross-trained, multi-functioning professional with almost 15 years of experience in front office management landscapes. Keenly equipped to handle training and development of employees, business reporting, time-keeping management and on-call float for shift shortages. Excellent at setting agendas and providing employee-centric yet, customer-focused environments.

Proficient, detailed Assistant with proven experience in front office operations. Strongly knowledgeable of multi-line phone systems, guest receiving protocols and office software applications. Adept at ordering supplies, maintaining inventory, and presenting polished, friendly public atmosphere.

Enthusiastic with experience improving office efficiency and team performance in any settings. Skilled in budget administration, records management, and controls oversight. Proficient in.

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.

Reliable Front Office Supervisor known for interacting with customers and responding appropriately to questions. Considered talented employee ready to tackle any responsibility with pleasant demeanor and attitude. Offering outstanding verbal communication, writing and time management skills.

Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.

Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Organized Office Manager with noted experience in administrative management. Prioritize projects and multitask effectively to achieve project goals. Methodical and detail-oriented team player with expertise in team leadership. Offering these skills and strong work ethic.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.

Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

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.

Overview

16
16
years of professional experience
4
4
Certifications

Work History

Assistant Front Office Manager (AFOM)

Royal Chulan Kuala Lumpur
Kuala Lumpur, Kuala Lumpur
07.2024 - Current
  • The assistant front office manager assist the Front office Manager in providing service to guest at the front of the house, and managing the Front Office Department. This consists of the following sections: Telephone, Concierge, Reception, Business Centre and Cashiering (Multi-Tasks Skill).
  • Ensure the Department operate successfully in accordance with the standard of the hotel.
  • Review with the Rooms Division Manager all daily V.I.P rooms, special guest rooms, long stay guest rooms for arrivals are blocked in advance and welcome amenities are appropriately ordered.
  • Conduct frequent and thorough inspections together with the Rooms Division Manager or Maintenance Manager in all areas of the Rooms Division.
  • Maximizes room sales and revenues for the hotel.
  • Ensures commercial management techniques of availability control are applied to achieve the maximization of room sales (revenue management in reservation).
  • Makes all decisions regarding overbooking the hotel, ensures all out booking are carried out by a member of management.
  • Ensures all Front Office team operate with a sales attitude, and all personnel are aware of sales and opportunities within the hotel, which will assist, with the maximization of revenue.
  • Ensures all Front Office team are aware of all room sales revenue targets and are kept informed of performance results and communicate targets and results frequently.
  • Adhere to company credit policies to ensure all revenue expected will be received.
  • Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
  • Balanced daily cash transactions, accurately maintaining financial records for the front office department.
  • Reduced wait times during busy hours by implementing effective strategies for managing guest flow throughout the lobby area.
  • Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
  • Provided support to the Front Office Manager during peak times or staff absences, ensuring consistent management presence at all times.
  • Created quarterly company employee appreciation outings to reinforce employee-centric environment.
  • Supervised payroll corrections for accuracy and duplications.
  • Improved team performance by providing regular training on customer service techniques and hotel policies.
  • Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
  • Drafted employee work schedules to fill coverage gaps.
  • Trained new-hires on SOP procedures to better service customers.
  • Organized weekly team meetings to address challenges, review progress, and set goals for continuous improvement.
  • Maintained confidentiality of sensitive information pertaining to guests, employees, or hotel operations.
  • Created training modules in partnership with HR for new hires.
  • Coordinated with sales and marketing teams to promote hotel services, special offers, and events to potential customers.
  • Streamlined check-in and check-out processes for a smoother guest experience.
  • Enhanced revenue and gross profits by eliminating waste and maximizing customer satisfaction.
  • Boosted efficiency by monitoring employee performance closely and providing constructive feedback when necessary.
  • Managed room inventory to optimize revenue opportunities during high-demand periods.
  • Ensured accurate billing procedures were followed consistently by front desk staff members.
  • Increased repeat business through personalized guest interactions and exceptional service delivery.
  • Spearheaded initiatives that improved overall communication between different departments within the hotel property.
  • Contributed towards achieving budgetary targets set by senior management through effective cost control measures.
  • Implemented new procedures for handling guest complaints, resulting in increased customer satisfaction ratings.
  • Recommended strong business plans, operational decisions and financial processes to support business sustainability.
  • Protected staff and customers and minimized legal issues by quickly resolving safety issues.
  • Oversaw group reservations, working closely with event planners and sales teams to accommodate special requests as needed.
  • Served as floating manager-on-duty, MOD, to cover shift shortage.
  • Created, prepared, and delivered reports to various departments.
  • 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.
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
  • Coached employees through day-to-day work and complex problems.
  • Created reports, presentations and other materials for executive staff.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Identified opportunities to streamline processes and improve office operations and efficiency.
  • Created organized filing system to manage department documents.
  • Implemented project management techniques to overcome obstacles and increase team productivity.
  • Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
  • 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.
  • Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
  • Negotiated and executed contracts on behalf of department.
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures.
  • Coordinated office events, seminars and meetings for staff and clients.
  • Built and managed processes for tracking and monitoring department performance.
  • Improved office operations by automating client correspondence, record tracking and data communications.
  • Cultivated strong relationships with vendors and partners supporting administrative operations.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Organized and updated databases, records and other information resources.
  • Completed bi-weekly payroll for 39 employees.
  • Used pivot tables to create detailed accounting reports to explain cost expenses.
  • Encouraged and mentored employees to boost performance and remove process inefficiencies.

Duty Manager (Acting FOM)

Scapes Hotel Genting Highland
Genting Highlands, Pahang
02.2023 - 06.2024
  • Ensure the Department operate successfully in accordance with the standard of the hotel.
  • Review with the Rooms Division Manager all daily V.I.P rooms, special guest rooms, long stay guest rooms for arrivals are blocked in advance and welcome amenities are appropriately ordered.
  • Conduct frequent and thorough inspections together with the Rooms Division Manager or Maintenance Manager in all areas of the Rooms Division.
  • Maximizes room sales and revenues for the hotel.
  • Ensures commercial management techniques of availability control are applied to achieve the maximization of room sales (revenue management in reservation).
  • Makes all decisions regarding overbooking the hotel, ensures all out booking are carried out by a member of management.
  • Ensures all Front Office team operate with a sales attitude, and all personnel are aware of sales and opportunities within the hotel, which will assist, with the maximization of revenue.
  • Ensures all Front Office team are aware of all room sales revenue targets and are kept informed of performance results and communicate targets and results frequently.
  • Adhere to company credit policies to ensure all revenue expected will be received.
  • Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
  • Trained employees in essential job functions.
  • Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
  • Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
  • Supervised and coordinated team to provide guidance and support and maximize performance.
  • Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
  • Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
  • Monitored daily financial reports, reconciling discrepancies to ensure accurate accounting records were maintained at all times.
  • Conducted regular performance evaluations for team members, identifying areas of improvement and recommending appropriate action plans.
  • Initiated plans to improve customer relations, quality standards, and service efficiency.
  • Served as the primary point of contact for VIP guests, ensuring personalized service and exceptional experiences throughout their stay.
  • Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
  • Developed strong relationships with key clients, vendors, and business partners to foster a collaborative working environment.
  • Mentored and supported junior staff members to apply best practices and follow procedures.
  • Ensured compliance with all company policies, local regulations, and industry standards related to hotel operations.

Front Office Manager

ARWANA RESORT PULAU PERHENTIAN
Kuala Besut, Terengganu
06.2022 - 12.2022
  • Company Overview: http://www.arwanaperhentian.com.my
  • Directly supervises all front office personnel and ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk, reservations, guest services, and telephone areas. Prepare monthly reports and budget for front office department.
  • Trains, cross-trains, and retrains all front office personnel.
  • Participates in the selection of front office personnel.
  • Schedules the front office staff.
  • Supervises workload during shifts.
  • Evaluates the job performance of each front office employee.
  • Maintains working relationships and communicates with all departments.
  • Maintains master key control.
  • Verifies that accurate room status information is maintained and properly communicated.
  • Resolves guest problems quickly, efficiently, and courteously.
  • Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.
  • Reviews and completes credit limit report.
  • Works within the allocated budget for the front office.
  • Receives information from the previous shift manager and passes on pertinent details to the oncoming manager.
  • Checks cashiers in and out and verifies banks and deposits at the end of each shift.
  • Enforces all cash-handling, check-cashing, and credit policies.
  • Conducts regularly scheduled meetings of front office personnel.
  • Wears the proper uniform at all times. Requires all front office employees to wear proper uniforms at all times.
  • Upholds the hotel's commitment to hospitality.
  • Prepares performance reports related to front office.
  • Maximizes room revenue and occupancy by reviewing status daily. Analyzes rate variance, monitors credit report and maintains close observation of daily house count. Monitors selling status of house daily. Ie flash report, allowance etc.
  • Monitors high balance guest and takes appropriate action.
  • Ensures implementation of all hotel policies and house rules.
  • Operates all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
  • Prepares revenue and occupancy forecasting.
  • Ensures logging and delivery of all messages, packages, and mail in a timely and professional manner.
  • Ensures that employees are, at all times, attentive, friendly, helpful and courteous to all guests' managers and other employees.
  • Monitors all V.I.P 's special guests and requests.
  • Maintains required pars of all front office and stationary supplies.
  • Reviews daily front office work and activity reports generated by Night Audit.
  • Reviews Front office log book and Guest feedback forms on a daily basis.
  • Maintains an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
  • Performs other duties as requested by management.
  • Http://www.arwanaperhentian.com.my
  • Acting as Operation Resort Manager and Resort Manager in absence of ORM and RM in resort.
  • Monitors Housekeeping Department, Food and Beverage and Maintenance department due to vacant Head of department position.

Assistant Front Office Manager (AM)

Hyatt Regency Resort
Kuantan, Pahang
11.2021 - 05.2022
  • Handling customer and employee issues.
  • Overseeing operations, including maintenance, cleanliness and efficiency.
  • Ensuring that security and safety regulations are met.
  • Keep track of monthly, quarterly and yearly goals.
  • Work with management to assess and improve processes and policies.
  • Monitor and report on revenue and cash flow.
  • Uphold and enforce company policies.
  • Train new hires.
  • Address employee complaints or performance issues as needed.
  • Check in with employees regularly to determine satisfaction.
  • Schedule shifts.
  • Help management create the department's budget.
  • Address customer issues and complaints.
  • Schedule regular maintenance and cleaning of facilities.
  • Meet regularly with upper management to stay informed on company issues.
  • Oversee security of the facility.
  • Completed bi-weekly payroll for 48 employees.

Department Manager

My din Mohammed Holdings Bhd.
Seremban, Negeri Sembilan
11.2020 - 10.2021
  • Company Overview: www.MydinMohammed@mydin.com
  • Role Model Excellent customer service for the Store Team and to customers.
  • Ensure the department employees provide excellent Task, Maintain the SOP Company, safety and task Given.
  • To conduct the trainings for the employees and train The trainer.
  • Interview new candidate.
  • Ensure Operation for the entire Store In order and Smooth.
  • Meets labour, sales and margin goals determine in Conjunction with the Branch manager.
  • Maintain working knowledge of personal Report, margin report, weekly Sales number and labour Goals to team on regular basis.
  • Support the Branch Manager as needed.
  • Other related duties assigned.
  • Www.MydinMohammed@mydin.com
  • Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
  • Provided ongoing staff development opportunities through training programs, workshops, and regular feedback sessions.
  • Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
  • Led a team of professionals to consistently achieve or exceed performance targets.
  • Optimized scheduling practices to ensure adequate staffing during peak business hours without sacrificing employee satisfaction or budgetary constraints.
  • Advised upper management on key decisions based on thorough analysis of sales trends, market conditions, and competitor activities.
  • Implemented quality control measures that resulted in improved products or services within the department offerings.

Operation Cruise Executive

Destination Asia-Cruise Asia
Kuala Lumpur, Kuala Lumpur
11.2019 - 06.2020
  • Company Overview: Cruise.Asia@Touristm.Malaysia.com
  • Prepare proposal and do quotation or availability request by tourism and company with the accurate Itinerary and costing with exchange rate according to the Company policy.
  • Liaise with Hotel and all suppliers to Ensure smooth operation of the tour arrangements.
  • Taking task given by OM, Sales Director Or any other Head of CEO.
  • Overseeing Corporate Client tour and cruise ship shore related matter on booking, request and to manage all.
  • ANY AD-HOC DEMANDS.
  • Make sure all Operation tour and cruise call in order and proper manage by both parties in order.
  • Do preparation before the ship dock at port.
  • Assist Manage the operation during ship dock at Port and engage with ship Shorex Manager to make Sure all guests in order to fulfil their needed in Malaysia once arrive.
  • Reporting Line direct to Director of Cruise Operation and GM Operation.
  • Cruise.Asia@Touristm.Malaysia.com
  • Established long-term client relationships through consistent delivery of high-quality products and services.
  • Developed innovative solutions to complex problems, resulting in improved organizational performance.
  • Optimized operational efficiency by redesigning processes, systems, and workspaces for increased productivity.

Front Office Supervisor

New World Hotel Petaling Jaya
Petaling Jaya, Selangor
11.2017 - 11.2019
  • Company Overview: www.newworldpetalingjaya.com.my
  • Train all Front Office GSA according to the policies and procedures of new world.
  • Created and introduced supplemental training material to the employee of New world! Training program.
  • Responded to all Guest comment and complains immediately, insure the excellent guest's satisfaction for all the guests concerns and/or complains based on Excellence philosophy.
  • Through training and working with the Front Desk staff, I was able to increase the hotels Service Performance Index.
  • Worked closely with all other department heads and departments to be sure that the comfort and Satisfaction of our guests exceeded their expectations at every turn.
  • Comprehensive experience in creating service standards, operational policies and guidelines for Maintaining quality standards with clear understanding.
  • Doing Duty Manager Task at Colmar and Handle Complaint and Guest needed and also Minimize Complaint.
  • Handle VIP @vvip Guest with personal touch from Arrival until Departure.
  • Inspect Guest room before Guest arrive and assisting Housekeeping Maid to clean vacant room during busy period.
  • Doing all multi job task under all department.
  • Room Assign for arrival and group arrival for next day.
  • Scheduler for duty roster for all staff under FO department.
  • Www.newworldpetalingjaya.com.my
  • Completed bi-weekly payroll for 10 employees.

Part Timer at Front Office and Guest Service at Lounge

Double tree Hotel Melbourne Victoria
Melbourne, Australia
03.2016 - 09.2017
  • Travel to Australia, Melbourne as Back packer for gain experience working in other country or city in hotel industry.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Organized and detail-oriented with a strong work ethic.
  • Resolved problems, improved operations and provided exceptional service.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.

Front Office Butler@ Supervisor

Sunway Resort Hotel & Spa the Villas
Petaling Jaya, Selangor
03.2012 - 02.2016
  • Company Overview: www.sunwayresorthotel.com.my
  • 5 Stars Resort (1234 Standard, Family rooms & suites include, 17 Villa at the Villa.
  • Review, maintain & amend system & procedures within Front Office.
  • Insure a consistently high standard of presentation is maintained for both Department & Personnel.
  • Insure training plans & records are carried out according to the pre-set plans.
  • Www.sunwayresorthotel.com.my
  • Enhanced guest experiences by providing personalized and attentive services as per their preferences.
  • Coordinated travel arrangements for family members and guests, leading to hassle-free trips and enjoyable experiences.
  • Inspected all cleaning and household tasks for alignment with quality standards.
  • Maintained high standards of cleanliness and organization throughout the property, resulting in a consistently welcoming environment for residents and guests.
  • Assisted with event planning and execution, ensuring successful gatherings that left lasting impressions on attendees.
  • Facilitated smooth transitions during relocation periods by overseeing packing/unpacking processes as well as organizing and setting up new living spaces.
  • Conducted regular inventory checks on household items, addressing any discrepancies promptly to avoid shortages or overstocking issues.
  • Oversaw maintenance projects within the residence by coordinating with contractors, keeping disruptions minimal while ensuring timely completion of work.
  • Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
  • Cultivated relationships with vendors and suppliers to secure top-quality products at favorable prices for the household''s needs.

Reservation, Front Office Assistant Acting (Duty Manager)

JW Marriot (KL)
09.2010 - 02.2012
  • Company Overview: www.Marriotworld.com.my
  • 5 Stars Resort (500 Standard, Family rooms & suites).
  • Review, maintain & amend system & procedures within Front Office.
  • Insure a consistently high standard of presentation is maintained for both Department Personnel.
  • Insure training plans & records are carried out according to the pre-set plans.
  • Www.Marriotworld.com.my
  • Enhanced customer satisfaction by promptly addressing inquiries and concerns at the front desk.
  • Directed phone inquiries, answered customer questions, and scheduled appointments.
  • Maintained a professional and welcoming environment for clients, contributing to an overall positive experience.
  • Responded to inquiries from callers seeking information.
  • Processed incoming and outgoing mail, sorting and distributing to correct staff and departments.
  • Assisted with event coordination, ensuring successful execution of internal and external events.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Resolved conflicts professionally and efficiently, fostering a positive workplace atmosphere.
  • Completed patient check-in processes by verifying insurance and submitting forms to nursing team.
  • Facilitated seamless communication between departments by routing calls and relaying messages accurately and in a timely manner.
  • Supported staff members with administrative tasks, improving productivity across various departments.
  • Updated client databases regularly while maintaining accuracy in contact details comprehensively.
  • Developed procedures for handling sensitive information, maintaining confidentiality and adhering to company policies.
  • Provided training support for new hires, contributing to their successful integration into the team environment.
  • Made accurate cash deposits successfully under tight deadlines ensuring proper handling and processing of company funds.

Butler @ Floor Supervisor

The Ritz -Carlton (KL)
Kuala Lumpur, Kuala Lumpur
06.2009 - 08.2010
  • Company Overview: www.Ritzcarlton.com.my
  • 5 Stars Resort (434 rooms).
  • Perform clerical duties in order to maintain Hamlet administration.
  • Perform receptionist functions.
  • Perform other related duties as required.
  • Handle VIP @vvip Guest with personal touch from Arrival until Departure.
  • Inspect Guest room before Guest arrive and assisting Housekeeping Maid to clean vacant room during busy period.
  • Www.Ritzcarlton.com.my
  • Arranged for extra bedding, linens, towels, and furniture to satisfy guests.
  • Inspected all cleaning and household tasks for alignment with quality standards.
  • Prepared gourmet meals tailored to dietary preferences or restrictions of family members or guests, maintaining high culinary standards at all times.
  • Conducted regular inventory checks on household items, addressing any discrepancies promptly to avoid shortages or overstocking issues.
  • Managed household budgets and expenses, contributing to cost-effective solutions without compromising quality or service levels.
  • Developed and implemented activities to improve clients' quality of life.
  • Developed and implemented individual care plans tailored to needs of each client.
  • Maintained entire family's schedule and organized events.
  • Identified needs and coordinated plans for travel and out-of-town functions.
  • Handled incoming mail, bills and invoices and completed appropriate actions.
  • Monitored and reported any changes in clients' physical and mental health.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Completed household tasks by assisting with laundry, light housekeeping and grocery shopping.
  • Streamlined daily processes for increased efficiency, implementing new procedures and best practices.
  • Developed strong relationships with suppliers, negotiating favorable terms for timely deliveries at competitive prices.
  • Managed inventory levels to minimize stock discrepancies, conducting routine audits and adjusting orders accordingly.
  • Increased repeat business through exceptional customer service skills that cultivated long-term buyer relationships.
  • Defined and enforced store procedures in compliance with company policies and procedures.
  • Maintained clean and organized store environment to cultivate pleasant shopping experiences.
  • Managed store inventories with periodic audits to verify correct counts and adherence to stock management protocols.

Nights Auditor

The Katrina Hotel & Residences
Batu Pahat, Johor
01.2009 - 06.2009
  • Company Overview: www.princessegypthotels.com
  • 4 Stars hotel (350 rooms).
  • Nights job closing all department inventory and ready all report for Tomorrow morning briefing and meeting.
  • Balancing all report for F&B outlets, FO and Restaurant outlets.
  • Bucket Check for all report and Run Audit after Balance after Mid nights.
  • Perform other related duties as required.
  • Www.princessegypthotels.com
  • Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
  • Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
  • Established rapport with regular clientele by providing personalized service tailored to individual preferences.
  • Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
  • Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
  • Supported sales efforts by proactively upselling available services to guests during their stay, increasing overall revenue growth.
  • Managed inventory levels of supplies required for efficient front desk operations during overnight hours.
  • Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
  • Monitored security cameras and conducted regular walk-throughs to ensure property security.
  • Managed front desk operations during night, maintaining security and guest safety.
  • Conducted nightly audits to ensure financial accuracy, promoting transparency and trust.
  • Improved operational efficiency by streamlining audit processes, reducing time spent on nightly closures.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Prepared reports on guest satisfaction levels and other metrics.
  • Developed and maintained positive relationships with guests for satisfaction.
  • Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
  • Fostered a collaborative work environment amongst all hotel departments through clear communication channels established during shift changes.
  • Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.

Education

Diploma In Hospitality/Hotel Management -

UTM Kuching
Kuching, Sarawak

Skills

  • Malay

  • English

  • Arabic

1Opera PMS V40 & V55

  • Fidelio System Ver (65), (610), (611), (612), (620), (712) & Suite 8 'Fidelio 8'

Ultra-Computer System for hotels

  • Hotel Information System (HIS)

  • IFCA System

  • Microsoft Office (Word, Excel, etc) and Outlook - CC Mail

Performance management

Time management

Staff development

Customer service, Customer relationship management (CRM) ,Policy implementation, Documentation and reporting ,Staff training and development, Staff management

Websites

Awards Certificates

  • Certificate of the employee of the month
  • Experience Certificates
  • Diploma In Hospitality/Hotel Management (UTM Kuching, Sarawak)
  • Part Time Certificate (Endowment Office and Airlines Ticketing system)
  • Best Attendance for Year 2013
  • Best Attendance from July - September 2012
  • Motivating Leaders Training Programme (June 2013)
  • Butler Service Association for service in distinction in Team Leader Front Office (Current)
  • Butler Service Association for Wine, Cocktails & Mocktails arts in Food & Beverage (Current)
  • Best excellent service comment from guest survey and from Trip Advisor Online Excellent service Comment
  • Agoda and Booking.com Online Excellent comment from guest
  • Receive Departures survey with good and excellent service from Guest check out
  • Gold Award from Trip Advisor Hotel
  • Best Review from guest comment 2018
  • 2nd Quarter Best Award for Guest survey

Training Sessions

  • Front Office Quality Service (From Check in To Check Out)
  • Improving Communication Skills Training
  • Front Office Quality Service (Solving Guest Problems & Complaints Handling)
  • Training of Trainers (TOT)
  • Fire Fighting Training
  • First Aid
  • Front Office Skills Development
  • Halal Certificate for 2022

Cv Last Update

2024

Personal Information

  • Family Status: Married
  • Date of Birth: 03/13/85
  • Nationality: Malaysian

Certification

Best Attendance form July – September 2012

Interests

Badminton

Hiking

Cycling

Timeline

Assistant Front Office Manager (AFOM)

Royal Chulan Kuala Lumpur
07.2024 - Current

Duty Manager (Acting FOM)

Scapes Hotel Genting Highland
02.2023 - 06.2024

Front Office Manager

ARWANA RESORT PULAU PERHENTIAN
06.2022 - 12.2022

Certificated of the employee of the month

01-2022

Assistant Front Office Manager (AM)

Hyatt Regency Resort
11.2021 - 05.2022

Department Manager

My din Mohammed Holdings Bhd.
11.2020 - 10.2021

Operation Cruise Executive

Destination Asia-Cruise Asia
11.2019 - 06.2020

Front Office Supervisor

New World Hotel Petaling Jaya
11.2017 - 11.2019

Part Timer at Front Office and Guest Service at Lounge

Double tree Hotel Melbourne Victoria
03.2016 - 09.2017

Motivating Leaders Training Programmer (June 2013)

06-2013

Best Attendance for Year 2013

01-2013

Best Attendance form July – September 2012

07-2012

Front Office Butler@ Supervisor

Sunway Resort Hotel & Spa the Villas
03.2012 - 02.2016

Reservation, Front Office Assistant Acting (Duty Manager)

JW Marriot (KL)
09.2010 - 02.2012

Butler @ Floor Supervisor

The Ritz -Carlton (KL)
06.2009 - 08.2010

Nights Auditor

The Katrina Hotel & Residences
01.2009 - 06.2009

Diploma In Hospitality/Hotel Management -

UTM Kuching

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Muhammad NurhidayatAsssistant Front Office Manager Hotel