NUR ANISSA AZAHARI
FRONT OFFICE MANAGER
Kuala Lumpur,14
Summary
With 13 years of hospitality management experience, effectively coordinating and managing a wide range of responsibilities such as overseeing front office operations and handling VIP guests. Skilled in problem-solving, multitasking, and delivering exceptional customer service. Successfully supervised staff, resolved billing concerns, and implemented systems to enhance customer satisfaction. Background in hospitality and tourism management, coupled with motivated attitude and teamwork skills, equips me to excel in dynamic and demanding environments. Adept at managing diverse tasks including overseeing reservations, handling financial and administrative duties. Poised to contribute effectively to a new team.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Front Office Manager
Wyndham Suites KLCC
Wilayah Persekutuan Kuala Lumpur, Wilayajh Persekutuan Kuala Lumpur
03.2023 - Current
- Developed and implemented a system to track customer feedback and complaints, resulting in improved customer service
- Developed and implemented customer service standards that resulted in a X% increase in customer satisfaction ratings
- Hired and trained a team of front office staff that achieved a X% customer satisfaction rating
- Managing F&B and Reservation department at the same time
- Handling OTA booking
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Implemented staff training programs, improving employee performance and team cohesion.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Updated guests'' profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
- Coached employees through day-to-day work and complex problems.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Established team priorities, maintained schedules and monitored performance.
Personal Assistant
KD Samudera Sdn. Bhd
Shah Alam, Selangor
09.2020 - 01.2023
- Handled incoming mail, bills and invoices and completed appropriate actions daily
- Managed a large range of service including taking care of thirteen pets, organizing schedules for five kids, phone screening, shopping and bill paying
- Completed basic banking and bookkeeping tasks monitoring expenses for both business and personal.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Assisted in the preparation of presentations and reports, contributing to well-informed decision making.
- Maintained confidentiality and discretion while handling sensitive information relevant to company operations.
- Contributed to a positive work environment through professional demeanor and strong interpersonal skills.
- Served as first point of contact for incoming visitors or phone calls, ensuring prompt responses or directing inquiries appropriately.
- Monitored expenses closely, maintaining an organized filing system for easy access to financial records.
- Managed travel arrangements including flights, accommodations, and itineraries for smooth business trips.
- Coordinated events and functions with attention to detail ensuring successful execution.
- Kept detailed track of household and maintenance inventory and schedules.
Duty Manager
The St. Regis Kuala Lumpur
Wilayah Persekutuan Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur
07.2017 - 09.2020
- Responsible for the meet and greet of hotel guests, VIP's political figures, CEO's, and celebrities
- Participated in Resume meetings and Next Day Arrival Meetings to ensure accuracy and smoothness of reservations and guests' request were met
- Participated in meetings to determine areas where customer service could be improved
- Determine duty guidelines and responsibilities for each staff position
- Ensure the process of check-in and check-out are properly staffed and executed.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Trained employees in essential job functions.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Served as the primary point of contact for VIP guests, ensuring personalized service and exceptional experiences throughout their stay.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Facilitated open communication among team members by conducting regular meetings and encouraging constructive feedback sharing within the group.
Guest Service Supervisor
Capri by Fraser Kuala Lumpur
Bangsar South, Wilayah Persekutuan Kuala Lumpur
01.2015 - 07.2017
- Oversee and supervise all duties performed by Front Office staffs
- Respond to billing concerns by departed guests, investigate claims, and made adjustment for any case accordingly
- Create guest profiles and practiced proper billing procedures.
Education
Diploma - Hospitality - Tourism Management
PTPL College
01.2008 - 01.2010
Skills
Accomplishments
- Developed and implemented a system to track customer feedback and complaints, resulting in improved customer service
- Developed and implemented customer service standards that resulted in a X% increase in customer satisfaction ratings
- Hired and trained a team of front office staff that achieved a X% customer satisfaction rating
- Managing F&B and Reservation department at the same time
- Handling OTA booking
Certification
Essential Skills for Supervisor & Manager, Marriott
Timeline
Leadership & Management Skills, Elite Edge Training
09-2024
Front Office Manager
Wyndham Suites KLCC
03.2023 - Current
Personal Assistant
KD Samudera Sdn. Bhd
09.2020 - 01.2023
Essential Skills for Supervisor & Manager, Marriott
03-2020
Duty Manager
The St. Regis Kuala Lumpur
07.2017 - 09.2020
Guest Service Supervisor
Capri by Fraser Kuala Lumpur
01.2015 - 07.2017
Diploma - Hospitality - Tourism Management
PTPL College
01.2008 - 01.2010
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