Word, Excel
MUHAMMAD FIRDAUS WIRA
Hotelier
Shah Alam, Selangor
Summary
Dynamic hospitality professional with a proven track record at Pre-Opening Hyatt Regency Kuala Lumpur, excelling in guest relations and team leadership. Skilled in enhancing guest satisfaction through effective communication and problem-solving. Adept at training staff and fostering collaboration, ensuring a high-performing team dedicated to exceptional service.
Overview
4
4
years of professional experience
Work History
Team Leader
Pre-Opening Hyatt Regency Kuala Lumpur at Kl Midtown
01.2025 - Current
- Provide a warm welcome and personalized service to guests.
- Handle escalated complaints or special requests with professionalism and empathy.
- Ensure guest expectations are met or exceeded, contributing to positive reviews and loyalty.
- Ensure smooth check-in/check-out processes, accurate billing, and proper handling of reservations.
- Monitor daily operations to maintain service quality and guest satisfaction.
- Supervise and guide front office associates, including guest service agents.
- Conduct training, coaching, and performance evaluations to build a high-performing team.
- Organize staff schedules and delegate tasks effectively.
- Prepare daily occupancy and revenue reports.
- Maintain accurate records of financial transactions and guest data
Front Office Supervisor
Eastin Hotel Kuala Lumpur
06.2024 - 01.2025
- Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
- Coordinated with other departments to resolve any guest issues promptly, ensuring a seamless guest experience from arrival to departure.
- Organized staff scheduling effectively to maintain appropriate coverage during peak hours without compromising service quality.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
Front Desk Guest Service Agent
Pre-Opening Parkroyal Collection Kuala Lumpur
01.2022 - 06.2024
- Streamlined check-in and check-out processes for increased efficiency and reduced wait times.
- Developed strong relationships with repeat customers, leading to increased loyalty and return visits.
- Utilized property management software proficiently for efficient reservation management and accurate recordkeeping.
- Assisted guests with special requests, such as booking tours or making dinner reservations, to enhance their stay.
- Trained new front desk agents in proper procedures, contributing to a consistently high level of service across the team.
- Handled guest complaints professionally, calmly working towards a satisfactory resolution while maintaining the hotel''s reputation for exceptional service.
- Maintained a clean and welcoming front desk area to create a positive first impression for guests.
- Coordinated with maintenance staff to address any reported issues in guest rooms or common areas swiftly.
- Enhanced guest satisfaction by promptly addressing inquiries and resolving concerns.
- Collaborated with housekeeping staff to ensure timely room availability and optimal guest experience.
- Collected room deposits, fees, and payments.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
Education
High School Diploma -
SMK Sungai Kapar Indah
Selangor 04.2001 -
Skills
- Clear verbal and written communication to convey goals, expectations, and feedback
- Active listening to understand team concerns and ideas
- Ability to inspire, motivate, and guide team members toward shared objectives
- Leading by example to build trust and credibility
- Empathy and awareness of team members’ needs
- Building strong relationships and fostering collaboration
Software
Timeline
Team Leader
Pre-Opening Hyatt Regency Kuala Lumpur at Kl Midtown
01.2025 - Current
Front Office Supervisor
Eastin Hotel Kuala Lumpur
06.2024 - 01.2025
Front Desk Guest Service Agent
Pre-Opening Parkroyal Collection Kuala Lumpur
01.2022 - 06.2024
High School Diploma -
SMK Sungai Kapar Indah
04.2001 -