NORAIMI AB SHATAR
TEAM LEADER
SHAH ALAM
Summary
Engaging Team Leader with established talents in Front Office. Adaptable individual with skills in Customer Service and Administration. Conversational in Malay and English. Interested in leadership position with company in Hotel Industry.
Overview
13
13
years of professional experience
2
2
years of post-secondary education
2
2
Languages
Work History
Front Office Team Leader
Amari Hotel Kuala Lumpur
Jalan Bangsar
2022.07 - Current
- Processed check-ins and check-outs, created reservations and processed special requests.
- Motivated staff by setting goals, providing ongoing feedback and rewarding and recognizing employees.
- Assisted guests by displaying knowledge of hotel property, local attractions and hours of operation of hotel outlets and services.
- Drove sales and maximized revenue by up-selling rooms and amenities.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Monitored office supplies by checking inventory and placing orders.
Admin Executive
Ja Are Car Carrier
Bukit Subang
2017.08 - 2020.11
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Maintained protocol throughout routine work days and special events.
- Created and updated records and files to maintain document compliance.
- Collected data, input records and protected electronic files.
- Scheduled appointments and meetings, organized materials and prepared rooms.
- Sorted, opened and routed mail and deliveries to meet business requirements.
- Filed paperwork and organized computer-based information.
- Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
Guest Service Officer
Eastin Hotel
Petaling Jaya
2013.11 - 2017.06
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Delivered messages, mail and packages left for guests to hotel rooms.
- Assisted guests by furnishing information and directions to casino, gift shop and dining areas.
- Ran reports detailing daily guest numbers, accounting expenses and income and room service usage.
- Collected room deposits, fees and payments.
- Educated guests on hotel security features and instructed on important information regarding safety processes and procedures.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
Guest Service Agent
The Club at The Saujana, Saujana Hotel
Jalan Lapangan Terbang Subang
2010.07 - 2013.10
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
- Greeted guests upon arrival and offered assistance.
- Maintained consistent positive customer feedback.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Collected room deposits, fees and payments.
Restaurant Service Assistant
One World Hotel
Damansara Utama
2008.01 - 2010.03
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Greeted new customers, discussed specials and took drink orders.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Informed customers about daily and seasonal specials.
- Suggested appropriate food and drink pairings to increase per-ticket sales.
- Stored food in designated containers and storage areas to increase shelf life, improve kitchen organization and provide easy access during busy peak service times.
Education
SMK Abu Bakar
Temerloh Pahang 2003.01 - 2004.12
Skills
Customer Service
Referance
Mr Azhar - 0132098456
Ja Are Car Carrier
Mr Khairul - 0123409160
The Club At The Saujana
Ms Zulikha - 0192966049
Amari Kuala Lumpur
Timeline
Front Office Team Leader
Amari Hotel Kuala Lumpur
2022.07 - Current
Admin Executive
Ja Are Car Carrier
2017.08 - 2020.11
Guest Service Officer
Eastin Hotel
2013.11 - 2017.06
Guest Service Agent
The Club at The Saujana, Saujana Hotel
2010.07 - 2013.10
Restaurant Service Assistant
One World Hotel
2008.01 - 2010.03
SMK Abu Bakar
2003.01 - 2004.12
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