Noor Rabbiatul Hidayah Bte Abdullah
Instant Services - Telephone Operator
Sungai Buloh, Selangor
Summary
Helpful Telephone Operator adept at providing detailed and correct information to inquiring customers. Skilled in front desk management and call routing. Displays poised and eloquent demeanor to convey positive company image.
Friendly Reservation Agent with proficiency in interacting effectively by telephone with guests of diverse ages, backgrounds and interests. Projects service-mentality with warm, caring attitude while maintaining efficiency and optimizing revenue. Offering 10 years of experience in hospitality industry.
Overview
18
18
years of professional experience
2006
2006
years of post-secondary education
4
4
Languages
Work History
Instant Services - Telephone Operator
Crowne Plaza Hotel Kuala Lumpur
05.2024 - Current
- Collaborated with team members to ensure seamless coordination of customer service efforts across all channels of communication.
- Promoted company values by delivering exceptional customer service in every interaction with both internal and external clients.
- Demonstrated adaptability during peak hours or high-stress situations by remaining calm, focused, and efficient in handling multiple tasks simultaneously.
- Maintained accurate records of calls placed and received.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Company Overview: Industry Hotel / Hospitality, Specialization Hotel Management/Tourism Services, Role Front Office, Position Level Non-Executive
- Answers incoming calls.
- Directs call to guest rooms, staff, or departments through the switchboard or PBX system.
- Places outgoing calls and Receives guest messages and deliver the same to the guest.
- Logs all wake-up call requests and performs wake-up call services.
- Provides information about hotel services to guests.
- Understand the telephone operator board or PBX switchboard operations.
- Provides paging services for hotel guests and employees.
- Knows what action to take when an emergency call is required.
- Monitors automated systems including fire alarms and telephone equipment when engineering and maintenance department is closed.
- Industry Hotel / Hospitality, Specialization Hotel Management/Tourism Services, Role Front Office, Position Level Non-Executive
Telephone Operator
Melia Kuala Lumpur
11.2018 - 12.2019
- Company Overview: Industry Hotel / Hospitality, Specialization Hotel Management/Tourism Services, Role Front Office, Position Level Non-Executive
- Answers incoming calls.
- Directs call to guest rooms, staff, or departments through the switchboard or PBX system.
- Places outgoing calls and Receives guest messages and deliver the same to the guest.
- Logs all wake-up call requests and performs wake-up call services.
- Provides information about hotel services to guests.
- Understand the telephone operator board or PBX switchboard operations.
- Provides paging services for hotel guests and employees.
- Knows what action to take when an emergency call is required.
- Monitors automated systems including fire alarms and telephone equipment when engineering and maintenance department is closed.
- Industry Hotel / Hospitality, Specialization Hotel Management/Tourism Services, Role Front Office, Position Level Non-Executive
Reservation Agent
Melia Kuala Lumpur
09.2017 - 11.2018
- Company Overview: Industry Hotel / Hospitality, Specialization Hotel Management/Tourism Services, Role Others, Position Level Non-Executive
- Handle the OTA booking
- Handle Email booking
- Do the check in and check out
- Manage allotments for room.
- Apply the application with OTA's for hotel.
- Industry Hotel / Hospitality, Specialization Hotel Management/Tourism Services, Role Others, Position Level Non-Executive
Reservation Agent
Sherwood Gateway Hotel Bangi
08.2016 - 08.2017
- Company Overview: Industry Hotel / Hospitality, Specialization Hotel Management/Tourism Services, Role Front Office, Position Level Non-Executive
- Handle the OTA booking
- Handle Email booking
- Do the check in and check out
- Manage allotments for room.
- Apply the application with OTA's for hotel.
- Industry Hotel / Hospitality, Specialization Hotel Management/Tourism Services, Role Front Office, Position Level Non-Executive
Reservation Agent
Novotel Kuala Lumpur
01.2014 - 01.2016
- Company Overview: Industry Hotel / Hospitality, Specialization Hotel Management/Tourism Services, Role Others, Position Level Non-Executive
- Handling all the booking that coming in, enquiry, and etc we not just handle the booking, also need to do the close out for hotel to make sure on other back to back situation to avoid hotel overbook.
- Processes reservations by mail, telephone, telex, cable, fax or central reservation systems referral.
- Processes reservations from the sales office, other hotel departments, and travel agents.
- Knows the type of rooms available as well as their location and layout.
- Knows the selling status, rates, and benefits of all packages plans.
- Knows the credit policy of the hotel and how to code each reservation.
- Creates and maintains reservation records by date of arrival and alphabetical listing.
- Determines room rates based on the selling tactics of the hotel.
- Prepares letters of confirmation.
- Communicates reservation information to the front desk.
- Processes cancellations and modifications and promptly relays this information to the front desk.
- Understands the hotel's policy on guaranteed reservations and no-shows.
- Processes advance deposits on reservations.
- Tracks future room availability on the basis of reservations and Etc.
- Industry Hotel / Hospitality, Specialization Hotel Management/Tourism Services, Role Others, Position Level Non-Executive
Operator ( Care Line )
Istana Hotel Kuala Lumpur
05.2010 - 12.2013
- Company Overview: Industry Hotel / Hospitality, Specialization Customer Service, Role Customer Service - General, Position Level Non-Executive
- Answers incoming calls.
- Directs call to guest rooms, staff, or departments through the switchboard or PBX system.
- Places outgoing calls and Receives guest messages and deliver the same to the guest.
- Logs all wake-up call requests and performs wake-up call services.
- Provides information about hotel services to guests.
- Understand the telephone operator board or PBX switchboard operations.
- Provides paging services for hotel guests and employees.
- Knows what action to take when an emergency call is required.
- Monitors automated systems including fire alarms and telephone equipment when engineering and maintenance department is closed.
- Industry Hotel / Hospitality, Specialization Customer Service, Role Customer Service - General, Position Level Non-Executive
Front Desk Assistant
GOLDEN PALM TREE RESORT AND SPA
01.2010 - 04.2010
- Company Overview: Industry Hotel / Hospitality, Specialization Hotel Management/Tourism Services, Role Front Office, Position Level Junior Executive
- Handling the check in and check out operation
- Prepare staff duty schedule
- In charge for briefing session for every shift
- Handling group check in and check out operation
- Prepare the report for HOD and updated any incident during duty.
- Handling the guest feedback and complaint.
- Cross Check all billing instructions are correctly updated
- Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
- Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
- Performs other duties as assigned, requested or deemed necessary by management.
- Ensure Front office log book and hotel log book is always updated and actioned upon.
- Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD.
- Participate in hotel committees and task force assignments.
- Assist all departments in servicing the guests during high volume periods.
- Takes responsibility in the absence of the Duty Manager / Front office manager.
- As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team.
- Industry Hotel / Hospitality, Specialization Hotel Management/Tourism Services, Role Front Office, Position Level Junior Executive
Waitress
Xin Cuisine Concorde Hotel Shah Alam
01.2008 - 12.2009
- Company Overview: Industry Hotel / Hospitality, Specialization Others, Role Others, Position Level Non-Executive
- Take a order from guest
- Prepare for the set up
- Handle VIP at private room
- Industry Hotel / Hospitality, Specialization Others, Role Others, Position Level Non-Executive
Cashier & Supervisor
D - G . I Game and Cafe
12.2006 - 12.2007
- Company Overview: Industry Hotel / Hospitality, Specialization Others, Role Others, Position Level Fresh / Entry Level
- Recently started as waitress after confirm becoming as cashier cum to Supervisor.
- Due to this restaurant was game and cafe, i need no handle all the operation in this cafe from kitchen, cashier, and game section.
- At kitchen: check stock
- At cashier: check all the voucher that already out and the voucher in, handle the billing, registration of membership, handle payment for supplier.
- At game section: make sure all the PS 2, PS 1,and X-box in good condition, update new game.
- Industry Hotel / Hospitality, Specialization Others, Role Others, Position Level Fresh / Entry Level
Education
S.M.K Kunak - kesusasteraan melayu
S.M.K Kunak
Skills
Advanced MS Word
MS Powerpoint
Opera System
Fidelio System
IFCA System
Intermediate NEHOPS
HOTEL5
ABS SYSTEM
Follow-up skills
Clear communication
Greeting customers
Typing skills
Front desk operations
Additional Information
Fast learner, Focus on work, Punctual when in duties, Willing to work overtime, Willing to work on holidays
Emergency Contact
Name : Amran Bin Sulaiman
Status : Husband
Contact Number : 011 - 6395 0570
Preferred Work Location
- Anywhere in Malaysia
- Anywhere in Singapore
- Asia - Others
Personal Information
- Age: 36
- Expected Salary: MYR 3000.00
- Gender: Female
- Nationality : Malaysia
- Martial Status : Married
Timeline
Instant Services - Telephone Operator
Crowne Plaza Hotel Kuala Lumpur
05.2024 - Current
Telephone Operator
Melia Kuala Lumpur
11.2018 - 12.2019
Reservation Agent
Melia Kuala Lumpur
09.2017 - 11.2018
Reservation Agent
Sherwood Gateway Hotel Bangi
08.2016 - 08.2017
Reservation Agent
Novotel Kuala Lumpur
01.2014 - 01.2016
Operator ( Care Line )
Istana Hotel Kuala Lumpur
05.2010 - 12.2013
Front Desk Assistant
GOLDEN PALM TREE RESORT AND SPA
01.2010 - 04.2010
Waitress
Xin Cuisine Concorde Hotel Shah Alam
01.2008 - 12.2009
Cashier & Supervisor
D - G . I Game and Cafe
12.2006 - 12.2007
S.M.K Kunak - kesusasteraan melayu
S.M.K Kunak