Nurliana Bakri
Front Office Supervisor Cum Room Controller
Bentung, Pahang
Summary
To be part of an interesting and progressive organizations with the AIM of gaining experience and expertise through of an ideas in a professionally and personal through hard work, initiative and commitment.
Overview
14
14
years of professional experience
Work History
Night Audit
Grand Nadia Hotel, Labuan
- Implemented new procedures designed to optimize efficiency of night audit tasks without sacrificing accuracy or quality.
- Identified opportunities for process improvements within night audit operations resulting in streamlined workflows.
- Enhanced guest satisfaction by efficiently managing night audit processes and resolving customer issues promptly.
- Assessed guest feedback and implemented changes to night audit procedures, enhancing overall satisfaction with the hotel''s services.
Front Office Supervisor Cum Room Controller
Grand Ion Delemen Hotel
05.2023 - Current
- Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
- Coordinated with other departments to resolve any guest issues promptly, ensuring a seamless guest experience from arrival to departure.
- Organized staff scheduling effectively to maintain appropriate coverage during peak hours without compromising service quality.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Collaborated with housekeeping and maintenance teams to ensure room availability and quality standards were met.
- Maintained accurate financial records, including daily reports on sales transactions, cash drawer balances, and room charges.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Contributed valuable insights during management meetings, ultimately influencing hotel policies and procedures for better guest satisfaction.
- Coached employees through day-to-day work and complex problems.
- Conducted regular performance evaluations for front office staff to foster professional growth and development opportunities.
- Evaluated existing operational procedures for potential improvements leading to increased efficiency within the front office department.
- Monitored occupancy rates to maximize revenue while maintaining exceptional guest experience.
- Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices.
- Dispersed petty cash to employees and collected and managed receipts.
- Promoted positive work environment by fostering teamwork among front office staff members.
- Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
- Assisted staff with troubleshooting and resolution of software and hardware issues to minimize downtime.
- Monitored customer service trends and provided insights to management team for further improvement.
- Managed group bookings effectively to optimize room allocation while accommodating individual preferences.
Fleet Supervisor
Sayu Travel & Tours Sdn Bhd
02.2021 - 07.2022
- Spearheaded initiatives aimed at minimizing environmental impact by promoting eco-friendly driving habits among drivers and adopting sustainable practices within daily operations.
- Addressed employee concerns promptly while fostering an inclusive team environment that promoted open communication among staff members.
- Evaluated vendor proposals critically to select the most appropriate partners for outsourced fleet services without compromising on quality or budget constraints.
- Drove fleet stability and minimized significant events through active analysis and review of fielded engine performance.
- Enhanced vehicle maintenance processes for improved fleet performance and reduced downtime.
- Negotiated contracts with vendors, ensuring best pricing and service quality for the fleet operations.
- Optimized fleet efficiency by implementing effective scheduling and dispatching procedures.
- Liaised effectively between senior management and front-line staff members in order to achieve overarching business goals.
- Managed budgets and expenses to maintain cost control within the department.
- Streamlined communication channels with drivers, leading to increased operational efficiency.
- Maintained clean and safe assets and fleet work environments.
Sales Coordinator Cum Sales Event Assistance
Cititel Express, Kota Kinabalu
07.2019 - 01.2021
- Collaborated with marketing team to develop targeted promotional materials and campaigns.
- Streamlined sales processes for improved efficiency and customer satisfaction.
- Cultivated long-lasting relationships with existing clients by providing ongoing support throughout the post-sales process.
- Supported sales team members in achieving individual goals and targets through coaching, mentoring, and guidance.
- Worked closely with the sales team to prioritize tasks, set goals, and allocate resources efficiently; resulting in increased productivity and revenue.
- Maintained accurate records of all sales activities, including contracts, proposals, quotes, follow-ups, and customer communications.
- Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution and active listening.
Reservation Agent Cum Front Office Supervisor
Cititel Express, Kota Kinabalu
11.2018 - 07.2019
- 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.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
- Coordinated group bookings for corporate clients or special events by liaising with sales representatives or event planners effectively throughout the process.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Provided personalized assistance for guests with specific needs or requests, fostering positive relationships and repeat business.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Provided support during peak periods or staff shortages by cross-training in other areas of the hotel, demonstrating versatility and commitment to customer service excellence.
- Monitored guest feedback closely to identify areas of improvement in reservation processes and services, leading to enhanced overall guest experience.
- Worked closely with front desk to achieve full occupancy of property.
- Maintained awareness of types of rooms available in different resort locations.
- Contributed to sales efforts by participating in local travel trade shows and industry events on behalf of the hotel.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
Front Office Assistant
Grandis Hotel and Resort's, Kota Kinabalu
01.2016 - 11.2018
- Enhanced customer satisfaction by promptly addressing inquiries and concerns at the front desk.
- Handled financial transactions accurately by processing payments, issuing receipts, and maintaining detailed records of all transactions.
- Collaborated with team members to improve overall front office performance through consistent feedback and process improvement suggestions.
- Directed phone inquiries, answered customer questions, and scheduled appointments.
- Conducted regular audits of office processes to identify inefficiencies and recommend strategies for improvement, contributing to a more streamlined workflow.
- Streamlined front office operations by implementing efficient organizational systems and procedures.
- Collaborated with other departments to streamline administrative tasks, increasing overall company efficiency.
- Utilized office software proficiently to create documents, spreadsheets, presentations, and maintain databases efficiently.
- Sort and distribute correspondence as soon as possible.
- Ensure information is accurate and valid by creating and updating records given to every guest in-house or non in-house.
- Reviewed and updated customer information in database for accuracy.
- Maintained a professional and welcoming environment for clients, contributing to an overall positive experience.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Processed incoming and outgoing mail, sorting and distributing to correct staff and departments.
- Responded to inquiries from callers seeking information.
Assistance F&B Manager
Purnama Hotel, Limbang
12.2015 - 01.2016
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
Front Office Assistant
Dorsett Grand Labuan
09.2014 - 12.2015
- Enhanced customer satisfaction by promptly addressing inquiries and concerns at the front desk.
- Handled financial transactions accurately by processing payments, issuing receipts, and maintaining detailed records of all transactions.
- Collaborated with team members to improve overall front office performance through consistent feedback and process improvement suggestions.
- Directed phone inquiries, answered customer questions, and scheduled appointments.
- Conducted regular audits of office processes to identify inefficiencies and recommend strategies for improvement, contributing to a more streamlined workflow.
- Streamlined front office operations by implementing efficient organizational systems and procedures.
- Collaborated with other departments to streamline administrative tasks, increasing overall company efficiency.
- Utilized office software proficiently to create documents, spreadsheets, presentations, and maintain databases efficiently.
- Sort and distribute correspondence as soon as possible.
- Ensure information is accurate and valid by creating and updating records given to every guest in-house or non in-house.
- Reviewed and updated customer information in database for accuracy.
- Maintained a professional and welcoming environment for clients, contributing to an overall positive experience.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Processed incoming and outgoing mail, sorting and distributing to correct staff and departments.
- Responded to inquiries from callers seeking information.
Senior Front Office Assistant
Billion Waterfront Hotel Resort's , Labuan
01.2011 - 09.2014
- Conducted regular audits of office processes to identify inefficiencies and recommend strategies for improvement, contributing to a more streamlined workflow.
- Streamlined front office operations by implementing efficient organizational systems and procedures.
- Collaborated with other departments to streamline administrative tasks, increasing overall company efficiency.
- Utilized office software proficiently to create documents, spreadsheets, presentations, and maintain databases efficiently.
- Sort and distribute correspondence as soon as possible.
- Ensure information is accurate and valid by creating and updating records given to every guest in-house or non in-house.
- Organized team-building events that fostered a positive work environment and strengthened relationships among colleagues.
- Assisted with onboarding new employees, easing their transition into the company culture and processes.
- Managed high-volume phone lines, ensuring prompt responses to both internal and external calls.
Education
BBA - Tourism Management
Kuala Lumpur Metropolitan Collage
Kuala Lumpur, Malaysia 04.2001 -
High School Diploma -
Sijil Pelajaran Malaysia (SPM)
SMK Trusan Lawas 04.2001 -
High School Diploma -
Penilaian Menengah Rendah (PMR)
SMK Trusan, LAwas 04.2001 -
Skills
Planning and schedule skills
Verbal and written communication skills in local language, English and Malay
Time management skills
Organization Skills
Basic computer literacy skills
Languages
Malay, English, Lun Bawang
Native language
Malay
Proficient
C2
English
Advanced
C1
Lun Bawang
Proficient
C2
Additional Information
- Fast learner
- Friendly
- can adapt with any situation
Timeline
Front Office Supervisor Cum Room Controller
Grand Ion Delemen Hotel
05.2023 - Current
Fleet Supervisor
Sayu Travel & Tours Sdn Bhd
02.2021 - 07.2022
Sales Coordinator Cum Sales Event Assistance
Cititel Express, Kota Kinabalu
07.2019 - 01.2021
Reservation Agent Cum Front Office Supervisor
Cititel Express, Kota Kinabalu
11.2018 - 07.2019
Front Office Assistant
Grandis Hotel and Resort's, Kota Kinabalu
01.2016 - 11.2018
Assistance F&B Manager
Purnama Hotel, Limbang
12.2015 - 01.2016
Front Office Assistant
Dorsett Grand Labuan
09.2014 - 12.2015
Senior Front Office Assistant
Billion Waterfront Hotel Resort's , Labuan
01.2011 - 09.2014
BBA - Tourism Management
Kuala Lumpur Metropolitan Collage
04.2001 -
High School Diploma -
Sijil Pelajaran Malaysia (SPM)
04.2001 -
High School Diploma -
Penilaian Menengah Rendah (PMR)
04.2001 -
Night Audit
Grand Nadia Hotel, Labuan
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