Muhammad Zaki Amani Mohamed Habib
Group Tour Coordinator
No 20, Jalan Metafasa U16/175, Elmina West,Shah Alam
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
10
10
years of professional experience
11
11
years of post-secondary education
Work History
Group Tour Coordinator
Sunway Pyramid Hotel
Subang Jaya, Selangor
3 2023 - Current
- Organized group tours that catered to a diverse range of interests, ensuring memorable experiences for all participants and organizer.
- Manage groups of up to 800 people on scheduled rooms arrangement.
- Entertained tour guests with various props and signs for maximum engagement, fun, and lasting memories.
- Managed room count and billing, optimizing cost efficiency while maintaining high-quality offerings.
Front Office Assistant
Sunway Pyramid Hotel
06.2022 - 02.2023
- Enhanced customer satisfaction by promptly addressing inquiries and concerns at the front desk.
- Handled financial transactions accurately by processing payments, issuing receipts, and maintaining detailed records of all transactions.
- Collaborated with team members to improve overall front office performance through consistent feedback and process improvement suggestions.
- Maintained a professional and welcoming environment for clients, contributing to an overall positive experience.
- Greeted visitors and guests upon arrival, offered assistance, and answered questions to build rapport and retention.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
Guest Service & Reservations Agent
Dorsett Hartamas Kuala Lumpur
11.2019 - 05.2022
- Managed high call volume with exceptional attention to detail, resulting in fewer booking errors and cancellations.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Handled billing information over phone.
- Processed payments securely while adhering to strict confidentiality guidelines regarding personal financial information.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Utilized advanced reservation software systems effectively to manage bookings, track availability, and update guest records accurately.
- Worked closely with front desk to achieve full occupancy of property.
- Coordinated special requests from guests such as room preferences or dietary requirements with relevant departments for optimal guest satisfaction levels.
- Reviewed and updated guest information to maintain up-to-date records for high-quality service.
Banquet
Sime Darby Convention Centre
01.2019 - 10.2019
- Participated in regular team meetings to discuss performance improvements, share ideas, and address any challenges faced during recent events.
- Coordinated with other departments for seamless execution of large-scale events, resulting in positive feedback from clients.
- Assisted in the setup and breakdown of banquet rooms, ensuring efficient event transitions.
- Supported event planners with coordinating logistics and executing successful events.
- Worked closely with management to provide input on menu changes based on observed trends in guest preferences.
- Managed inventory of banquet supplies, reducing waste and maintaining adequate stock levels.
- Maintained clean and organized banquet areas, contributing to a positive guest experience.
- Supervised set up of banquet food stations and coordinated service to multiple dining areas.
- Maintained clean and safe work environment.
Customer Service Officer
See Hoy Chan Sdn. Berhad
12.2016 - 12.2018
- Opening setup team for new shopping mall the Starling mall in Damansara Uptown.
- Responded to customer calls and emails to answer questions about products and services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Created and maintained detailed database to develop promotional sales.
- Cross-trained and provided backup support for organizational leadership.
Guest Service Assistant – Executive Lounge
Pullman, Idaman Putrajaya Sdn Bhd
06.2016 - 11.2016
- Proactively identified potential issues or conflicts within the lounge area and implemented solutions accordingly.
- Enhanced customer satisfaction by providing personalized assistance and anticipating guest needs.
- Maintained a comfortable and inviting atmosphere for guests by consistently keeping the lounge clean and wellstocked.
- Regularly communicated with internal teams regarding any maintenance or repair needs within the Executive Lounge space.
- Developed strong relationships with regular clientele, fostering an environment of loyalty and trust.
- Provided exceptional customer service, leading to positive reviews and recommendations from guests.
- Delivered pick-up and curbside orders to guests.
- Provided patrons with estimated waiting times during peak service hours.
Guest Service Officer
The Royal Chulan Damansara Boustead Hotel and Resorts Group
11.2015 - 04.2016
- Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
- Handled guest complaints with professionalism, working to find satisfactory resolutions in a timely manner.
- Contributed to revenue growth by identifying opportunities for upselling additional services during the booking process or at check-in/check-out times.
- Enhanced guest satisfaction by providing exceptional customer service and promptly addressing concerns.
- Maintained detailed records of guest reservations, preferences, and special requests to personalize their stay.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Ran reports detailing daily guest numbers, accounting expenses, and income and room service usage.
- Monitored inventory levels of front desk supplies, placing orders as necessary to maintain optimal stock levels.
- Utilized property management software proficiently to manage reservations, billing, and guest profiles efficiently.
- Managed concierge services, making arrangements for dining, entertainment, and travel as requested by guests.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
- Monitored staff performance and provided feedback and guidance.
Guest Service Assistant
The Royal Chulan Damansara Boustead Hotels and Resorts Group
07.2014 - 10.2015
- Communicated effectively with team members to guarantee smooth operations during high-volume periods.
- Provided personalized recommendations for local attractions, promoting positive guest experiences outside of the establishment.
- Trained new Guest Service Assistants on company protocols and best practices, fostering an environment of continuous improvement within the team.
- Handled guest complaints calmly and efficiently, rectifying issues to maintain customer loyalty.
- Developed strong relationships with repeat customers by remembering preferences and anticipating their needs.
- Coordinated with housekeeping staff to ensure timely room availability for early arrivals or late checkouts.
- Assisted guests with special requests, ensuring their needs were met promptly and accurately.
- Maintained clean and organized front desk area, creating a pleasant first impression for arriving guests.
- Conducted regular inventory checks of supplies, placing orders when necessary to avoid stockouts or shortages that could impact service levels.
- Welcomed guests on arrival, displaying professional and friendly approach.
- Processed guest check-ins and check-outs following procedures for fast turnover.
- Maintained high level of professionalism and discretion when dealing with guests.
- Upheld hotel policies and procedures by providing high level of customer service.
Education
Diploma Hospitality Management
KOLEJ MASA
Puchong Perdana, Malaysia 04.2001 - 04.2012
Sijil Pelajaran Malaysia -
Sekolah Menengah Kebangsaan Taman S.E.A. Petaling Jaya
Petaling Jaya, Selangor, Malaysia2007
Skills
Team Leadership Qualities
Public Speaking Confidence
Event Coordination Experience
Emergency Response Preparedness
Customer Retention Strategies
Hotel Accommodations
Reservations Management
Tourism Management
Time Management
Multitasking Abilities
Decision-Making
Adaptability and Flexibility
Languages
English
Upper intermediate
B2
Malay
Advanced
C1
Software
MS Office
Opera Cloud
Writing Skill
Social Media
Interests
Golfing
Travelling
Timeline
Front Office Assistant
Sunway Pyramid Hotel
06.2022 - 02.2023
Guest Service & Reservations Agent
Dorsett Hartamas Kuala Lumpur
11.2019 - 05.2022
Banquet
Sime Darby Convention Centre
01.2019 - 10.2019
Customer Service Officer
See Hoy Chan Sdn. Berhad
12.2016 - 12.2018
Guest Service Assistant – Executive Lounge
Pullman, Idaman Putrajaya Sdn Bhd
06.2016 - 11.2016
Guest Service Officer
The Royal Chulan Damansara Boustead Hotel and Resorts Group
11.2015 - 04.2016
Guest Service Assistant
The Royal Chulan Damansara Boustead Hotels and Resorts Group
07.2014 - 10.2015
Diploma Hospitality Management
KOLEJ MASA
04.2001 - 04.2012
Group Tour Coordinator
Sunway Pyramid Hotel
3 2023 - Current
Sijil Pelajaran Malaysia -
Sekolah Menengah Kebangsaan Taman S.E.A. Petaling Jaya
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