MUHAMMAD YAP FIRDAUS
Cheras-Selangor
Summary
Focusing as senior duty manager background in operational administration. Highly organized and systematic professional with compelling prioritization and staff leadership strengths. Diversely qualified, exercising knowledge of generally accepted accounting practices, including reconciliations and reporting. Hospitality services at hotel CRM and office management software team building and supervision guest check-in and check-out, experience PMS in using Opera Cloud System and IDB Cloud System. Hotel reservation systems reservations for online travel agent cash and credit card transactions room assignments. Guest safety accounts payable and receivable administrative skills file and data retrieval systems exceptional customer support. Senior leadership support for reservations assistance.
Overview
10
10
years of professional experience
Work History
SENIOR DUTY MANAGER
Steg Kuala Lumpur
09.2023 - Current
- Directly supervises all front office personnel and ensures proper completion of all front office duties
- Assisted customers with inquiries, complaints, or issues related to services provided by the company
- Conducted regular performance evaluations, providing constructive feedback and setting individual goals
- Prepared detailed reports concerning operational activities for senior management review
- Created schedules for staff members and ensured adherence to organizational policies and procedures
DUTY MANAGER
Vivatel Kuala Lumpur
10.2022 - 09.2023
- Took care of customer problem escalated by other staff members
- Oversaw cash and credit card payment transactions at the front desk
- Maintained accurate bookkeeping of important files, running reports and delivering updates on occupancy and revenues
- Developed team members into supervisors and department managers to promote family-based and performance
DUTY MANAGER
Scapes Hotel Genting Highlands
11.2021 - 10.2022
- Took care of customer problem escalated by other staff members
- Oversaw cash and credit card payment transactions at the front desk
- Maintained accurate bookkeeping of important files, running reports and delivering updates on occupancy and revenues
- Developed team members into supervisors and department managers to promote family-based and performance-oriented culture
- Conducted regular staff meetings to update team on hotel policies, guest feedback, and objectives
DUTY MANAGER
Vivatel Kuala Lumpur
05.2018 - 11.2021
- Took care of customer problem escalated by other staff members
- Oversaw cash and credit card payment transactions at the front desk
- Maintained accurate bookkeeping of important files, running reports and delivering updates on occupancy and revenues
- Developed team members into supervisors and department managers to promote family-based and performance-oriented culture
GUEST SERVICE ASSISTANT
Vivatel Kuala Lumpur
03.2015 - 10.2017
- Managed customer complaints and rectified issues to complete satisfaction
- Facilitated front desk operations for busy high-volume hotel
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process
FRONT DESK RECEPTIONIST
StarPoints Hotel Kuala Lumpur
10.2015 - 03.2016
- Greeted incoming guests warmly, issued room keys and shared information on policies and amenities
- Posted charges, updated accounts and issued bills to departing guests
FRONT DESK RECEPTIONIST
Canary Hotel Kuala Lumpur
04.2015 - 10.2015
- Greeted incoming guests warmly, issued room keys and shared information on policies and amenities
- Posted charges, updated accounts and issued bills to departing guests
Education
Smk Pandan Indah
Kuala Lumpur12.2001
Skills
- Team Management
- Training and mentoring
- Complaint Handling
- Processes and procedures
- Workflow Coordination
- Daily shift oversight
- Reservations assistance
- Training and coaching
References
- Mr Tay, Finance Cum Human Resource Manager, Steg KL, +6012-212 8662
- Mr Sukry, Operation Manager, Steg KL, +6019-966 4734
- Mr Azman, Front Office Manager, Vivatel KL, +6012-470 0113
Languages
- Chinese (Mandarin), Proficient
- Chinese (Cantonese), Proficient
- English, Advanced
- Malay, Advanced
Timeline
SENIOR DUTY MANAGER
Steg Kuala Lumpur
09.2023 - Current
DUTY MANAGER
Vivatel Kuala Lumpur
10.2022 - 09.2023
DUTY MANAGER
Scapes Hotel Genting Highlands
11.2021 - 10.2022
DUTY MANAGER
Vivatel Kuala Lumpur
05.2018 - 11.2021
FRONT DESK RECEPTIONIST
StarPoints Hotel Kuala Lumpur
10.2015 - 03.2016
FRONT DESK RECEPTIONIST
Canary Hotel Kuala Lumpur
04.2015 - 10.2015
GUEST SERVICE ASSISTANT
Vivatel Kuala Lumpur
03.2015 - 10.2017
Smk Pandan Indah
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