NORHASYIMAH MASMUN
KUALA LUMPUR
Summary
Dedicated professional skilled in conflict resolution and guest engagement. Delivers exceptional customer service by training Front of House staff on effective communication and service techniques. Manages scheduling to maintain optimal staffing levels and operational efficiency.
Overview
2
2
Languages
10
10
years of professional experience
Work History
Club Lounge Manager
Parkroyal Collection Hotel
KUALA LUMPUR, Malaysia
09.2022 - Current
- Managed daily operations by implementing best practices to enhance service quality. successfully according to industry best practices and owner standards.
- Scheduled employees for optimal shift coverage to maintain service efficiency. to keep shifts well-staffed.
- Directed staff in daily work assignments to help each achieve goals and uphold restaurant reputation.
- Trained Front of House (FOH) staff on restaurant policies and procedures, guest service techniques and communication skills to ensure a positive experience.
- Resolved conflicts among staff and customers, addressing issues diplomatically to foster a positive atmosphere and enhance guest satisfaction.
- Led daily tasks with a hands-on approach, motivating the team through pre-shift briefs to align on objectives and priorities.
- Trained newly hired employees on service techniques, company procedures and safety processes to ensure consistent quality and compliance.
- Maintained cleanliness and sanitation across food service, storage and preparation areas.
- Guaranteed compliance with food safety procedures and quality control guidelines.
Service Center
Sunway Resort Hotel
KUALA LUMPUR, Malaysia
05.2017 - 08.2022
- Managed a high volume of calls daily, maintaining composure and providing excellent customer service under pressure.
- Answered incoming calls with a professional demeanour, directing them to appropriate departments or individuals efficiently.
- Received incoming calls, directing them promptly to relevant staff or departments to enhance customer experience.
- Facilitated connections and transfers of calls to the appropriate departments. for external calls to appropriate departments.
- Maintained a polite, friendly, and helpful manner to deliver exceptional customer service.
Internship Trainer
Sutera Harbour Resort
Kota Kinabalu, Sabah
02.2017 - 04.2017
- Assisted learners in developing job-related skills to increase internship benefits.
- Maintained up-to-date records of intern attendance, progress, and feedback to inform future training improvements.
- Resolved customer complaints through effective communication and problem-solving. with calm, clear communication and problem-solving.
- Interacted with customers to assess their needs and provide tailored service. to better understand needs and deliver excellent service.
Education
Certificate of Higher Education - hospitality
Ascot Academy
Kota Kinabalu01-2017
Certificate of Higher Education - STPM
SMK Taun Gusi
Kota Belud01-2014
Certificate of Higher Education - SPM
SMK Taun Gusi
Kota Belud01-2012
Skills
- Operations management
- Staff scheduling
- Food hygiene
- Customer service
- Guest experience
- Conflict resolution
- Problem solving
- Supervisory skills
- Staff leadership
- Communication skills
- Positive attitude
- Strong work ethic
Languages
English
Intermediate
B1
Malay
Advanced
C1
Interests
- listening Music
- Movies
- Hanging out with friends
- Travel
Timeline
Club Lounge Manager
Parkroyal Collection Hotel
09.2022 - Current
Service Center
Sunway Resort Hotel
05.2017 - 08.2022
Internship Trainer
Sutera Harbour Resort
02.2017 - 04.2017
Certificate of Higher Education - hospitality
Ascot Academy
Certificate of Higher Education - STPM
SMK Taun Gusi
Certificate of Higher Education - SPM
SMK Taun Gusi