Muntaz Narayani Devi Rajakopal
Guest Experience Manager
Kuala Lumpur
Summary
Adept at elevating guest experiences and boosting revenue, my tenure at Ibis Kuala Lumpur City Centre honed my property management and exceptional communication skills. Through innovative strategies and effective team coaching, I significantly enhanced service delivery and operational efficiency, showcasing my problem-solving abilities and commitment to professionalism.
Overview
17
17
years of professional experience
4
4
Certifications
Work History
Guest Experience Manager
Ibis Kuala Lumpur City Centre
04.2022 - Current
- Ensured seamless check-in/check-out processes by creating clear guidelines and providing staff with comprehensive training.
- Introduced innovative upselling techniques that resulted in increased revenue from add-on services and amenities.
- Mentored junior staff members in best practices for delivering outstanding service experiences to guests from diverse backgrounds.
- Managed reservation system updates, ensuring accurate room availability information for guests and staff.
Sales Manager India Market
Ibis Kuala Lumpur City Centre
01.2020 - 01.2022
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Analyzed market trends to identify new business opportunities, leading to expansion into profitable territories.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Met with clients, delivering presentations, and educating on product and service features and offerings.
Reservations Manager
Ibis Kuala Lumpur City Centre
01.2018 - 04.2020
- Enhanced customer satisfaction by efficiently managing reservations and providing exceptional service.
- Consulted with central reservations to discuss new rate plans and promotions.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Collaborated with sales and marketing teams to optimize revenue through strategic pricing strategies.
- Spoke with local travel agents to arrange discounted hotel offers to improve booking levels.
Assistant Reservation Manager
Eastin Hotel Kuala Lumpur
06.2016 - 05.2018
- Identified opportunities for process improvements within the reservations department, implementing changes that led to increased efficiency levels.
- Coordinated closely with housekeeping department to ensure timely room availability for early arrivals or late check-outs when necessary.
- Collaborated with sales and marketing teams to maximize room occupancy rates during peak seasons.
- Implemented a proactive approach to upselling hotel services, resulting in additional revenue generation.
Reservation Team Leader
Doubletree By Hilton
11.2011 - 05.2016
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Reservation Agent
Melia Hotels International
07.2007 - 10.2011
- Provided customers with information about availability and pricing.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
Education
MBA - Business Administration
Paris Business School
France 08.2024 - Current
High School Diploma -
Stamford College
Kuala Lumpur, Malaysia 04.2001 -
Bachelor of Arts - Business Administration
University of Derby UK
United Kingdom 04.2001 -
No Degree - SPM
SPM
Sekolah Keb Men Taman Connaught Cheras 04.2001 -
Skills
Language Fluency
Exceptional communication
Property management knowledge
Brand representation
Guest complaint resolution
Problem-solving abilities
Operations Management
Multitasking Abilities
Front Desk Management
Coaching and Mentoring
Professionalism
Interpersonal Skills
Languages
Tamil
Native language
English
Advanced
C1
Malay
Advanced
C1
Certification
Running Hotel with Star Quality
Timeline
MBA - Business Administration
Paris Business School
08.2024 - Current
Leadership and Management Skills
06-2023
Customer Service Management Training
03-2023
Guest Experience Manager
Ibis Kuala Lumpur City Centre
04.2022 - Current
Sales Manager India Market
Ibis Kuala Lumpur City Centre
01.2020 - 01.2022
Running Hotel with Star Quality
02-2019
Reservations Manager
Ibis Kuala Lumpur City Centre
01.2018 - 04.2020
Assistant Reservation Manager
Eastin Hotel Kuala Lumpur
06.2016 - 05.2018
Hospitality Communication Skills (Advance Level)
03-2016
Reservation Team Leader
Doubletree By Hilton
11.2011 - 05.2016
Reservation Agent
Melia Hotels International
07.2007 - 10.2011
High School Diploma -
Stamford College
04.2001 -
Bachelor of Arts - Business Administration
University of Derby UK
04.2001 -
No Degree - SPM
SPM
04.2001 -