Summary
Overview
Work History
Education
Skills
Activities
Personalparticulars
Personal Information
References
Timeline
Generic
Ranjit Singh

Ranjit Singh

Front Office Manager
Bayan Lepas,Penang

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

2025
2025
years of professional experience
5987
5987
years of post-secondary education

Work History

Front Office Manager

Shangri – la Golden Sands, Penang
7 2018 - Current
  • Leadership and Team Management: Supervised and mentored a team of 38 front office colleagues, including receptionists, bellmen, guest relations coordinator, service center operators, and Duty Managers ensuring high levels of service and efficiency, Conducted regular training sessions to improve team performance, customer service, and adherence to hotel standards, Guest Experience Management: Ensured exceptional guest service by addressing and resolving guest complaints and inquiries promptly, leading to a 10% increase in guest satisfaction scores in achieving the overall staying experience hotel target of 82%, Developed and implemented guest service policies and SOPs, resulting in improved guest retention and positive reviews, Operational Efficiency: Managed daily front office operations, including check-in/check-out processes, room assignments, and guest billing, ensuring seamless guest experiences, Coordinated with housekeeping, maintenance, and other departments to ensure rooms are ready and maintained according to guest requirements, Revenue and Financial Management: Collaborated with the sales and reservations team to optimize room occupancy rates and manage overbooking situations, Monitored and controlled front office expenses, maintaining budget adherence while improving operational efficiency, Planning of yearly room expenses, and CAPEX, and managing budget submission to our HQ reviews and approval, Systems and Reporting: Oversee the use of Property Management Systems (PMS) for accurate guest data entry, room status updates, and financial reporting, Prepared and analyzed daily, weekly, and monthly front office reports, providing insights to senior management for strategic planning, Compliance and Standards: Ensured compliance with all hotel policies, health and safety regulations, and legal requirements, Conducted regular audits of front office processes to maintain high standards of service and security, Sales and Marketing Support: Worked closely with the sales and marketing team to promote special offers and upsell hotel services, contributing to an increase in overall hotel revenue, Assisted in organizing and executing hotel events and promotions, enhancing the hotel's brand reputation, Personalized Guest Services: Managed the entire guest journey for VIPs, from pre-arrival arrangements to post-departure follow-ups, ensuring a tailored and memorable experience, Coordinated with various departments, including housekeeping, F&B, and security, to meet the unique preferences and expectations of VIP guests, VIP Arrival and Check-In: Facilitated smooth and private check-in/check-out processes for VIPs, including express services and in-room check-ins to maintain discretion and privacy, Prepared personalized welcome amenities and ensured that VIP guests' rooms were set up according to their specific preferences, Exclusive Concierge Services: Arranged special requests such as luxury transportation, personalized itineraries, private dining, and exclusive event access for VIP guests, Acted as a point of contact for VIPs during their stay, addressing all requests and needs promptly and professionally, Relationship Management: Built and maintained strong relationships with repeat VIP guests, ensuring their preferences and expectations were anticipated and met during every stay, Handled sensitive information with the utmost confidentiality, ensuring the privacy and security of high-profile guests, Problem Resolution: Proactively identified and resolved potential issues to ensure VIP guests had a flawless experience, leading to positive feedback and return visits, Managed any guest complaints or concerns with urgency and discretion, ensuring a positive outcome and guest satisfaction, Room Allocation and Occupancy Optimization: Strategically managed room assignments to maximize occupancy rates, ensuring the best use of available inventory and minimizing overbooking situations, Collaborated with the sales and reservations teams to manage peak periods and special events, achieving 100% occupancy during high-demand times

Asst Front Office Manager

Shangri – la Rasa Sayang Resort & Spa, Penang
08.2017 - 07.2018
  • Assist FOM in established and maintains department organization, manning and productivity, ensuring a smooth operation based on forecasted occupancy, In the absence of FOM, AFOM to hires the best individual based on market condition, Assist FOM in implementing and managing training programs for different sections, Identifies career goals and guides employees in their career growth and development, Assist FOM in Performance Review on a regular basis, Creates a positive and highly motivated working environment that promotes and develops teamwork, Utilizes and develops communication tools and channels for the dissemination of information and workflow among all sections, Support FOM is developing systems, procedures, and monitors for the accurate maintenance of the guest history database, Work with FOM & GHM to ensure guest preferences are collected and acted upon to delight our guests, Drives customer delight and retention by being a role model in delighting guests in every interaction, Actively obtains feedback from guests to improve services and facilities, Assist FOM in developing and implementing guest recognition programs, Assist FOM in reviewing quality standards and service standards regularly and ensure compliance with Shangri-La’s QS and Core Practices, Communicates and develops a high level of competency, knowledge, and support of marketing programs among team members, Establishes and drives Upsell Incentive Program, Assist FOM in reviewing the current procedures and practices to ensure they are simple for staff and, Assist FOM in establishing standards and conduct spot checks of internal controls and ensure compliance, Involve in preparing and submitting of budget and forecast for all sections, Involve in reviewing of departmental profit and loss performance, Assist FOM in managing rooms’ inventory to maximize revenue, Involve in developing yearly capital expenditure requirement, Ensures the highest level of safety and security by facilitating effective training programs that delivers a high degree of awareness amongst staff and guests, Ensures that the environmental initiatives are adhered to in the workplace and participates in community activities and programs, Carries out other special projects/tasks assigned by FOM/DOR

Rasa Wing Manager

Shangri – la Rasa Sayang Resort & Spa, Penang
07.2015 - 08.2017
  • Responsible for the overall operation of Rasa Wing rooms, Rasa Wing Lounge, Rasa Wing Pool and assisting the Front Office Manager to oversee the overall operation of Front Office Department in providing courteous, professional, efficient, and flexible service consistent with Shangri – La standards, policies, and procedures, Supervise the Rasa Wing Lounge operation and workflow to maximize guest satisfaction, Identifies staff training requirements and service improvements areas, Supervises and guides all staff to ensure that the hotel’s policies and procedures are adhered to, Conduct daily and monthly meetings to highlight areas of improvement in the service aspects and obtain feedbacks, Creates a positive and highly motivated working environment that promotes and develops teamwork, Utilizes and develops communication tools and channels for the dissemination of information and workflow in each section, Establish a good relationship with the guests to delight and gain loyalty, Enforces all quality standards and procedures from pre-arrival to the guest arrival at the resort, during their stay and departure of each guest staying at Rasa Wing, Develops and instil the philosophy amongst staff to exceed guest’s needs at every point of contact, Familiar with all arrivals, meet greet upon arrival, ensuring VIPs arrival expectation and preferences are arranged and in order, random inspections of guest rooms and floors, fond farewell departing guest from the resort to create a memorable experience staying in the resort, Ensure the service quality, cocktails and hi-tea set up and Rasa Wing Pool operation are as per Shangri-la’s Quality Standards, Manage and forecast daily Hi-Tea, Cocktails and the Rasa Wing Pool beverage expenses ensuring it’s in line with the budget at same time not disputing the food quality standard as well, Review monthly Food & Beverage cost/expenses against monthly budget and forecast, justify expense above budget during monthly P&L Meeting with GM, FC, Ensure the highest level of food safety and hygiene standard is maintain at Rasa Wing Lounge and Rasa Wing Pool, Oversee the overall the Front Office operation including Garden Wing in the absence of Front Office Manager, Attend daily operation briefing, highlight the daily operational issues recorded in DR3 and participate in the overall improvement of all operational matters discussed in the briefing, Guide and coach, the Front Office team from Concierge, GROs, Service Center, Team Leaders, and Managers to encourage and motivate them

Duty Manager

Shangri – la Rasa Sayang Resort & Spa, Penang
08.2012 - 07.2015
  • Responsible for the overall Resort Operation and the Front Office Department in providing courteous, professional, efficient and flexible service consistent with Shangri – La standards, policies and procedures, Handle guest inquiries and complaints in a courteous and efficient manner and report guest complaints to DOR/FOM if no immediate solution can be found and assure follow up with guests
  • Also ensuring that those feedback or complaints entered in the DR3 (Record, Report & Resolve) to have a record of guest problems, Demonstrate service value and behaviour in every contact with internal and external guests, Fully conversant with all services and facilities offered by the hotel, Perform daily operating procedures established for the place of work as assigned, Having through understanding and knowledge of all department/division related service and product and ability to recommend to all guests, Strive to achieve the position of Shangri-la Rasa Sayang Resort & Spa through commitment, passion, and distinctive service, Maximise guest satisfaction by achieving highest score in the Performance monitor (Post Departure Guest Survey Letter), Contribute and improve business result by monitoring and control the expenses of the respective sections including operating supplies and reduce cost, Manage occupancy, rate, RevPAR and implement rooms upselling program upon arrival of guest to maximize and increased rooms revenue, Assist Front Office Manager to prepares and attend profit and loss meeting in the resort every month
  • Provide a brief commentary of the revenue variance from budget and state reasons for the variances, Resort ERT Team Leader, handles and skilled in crisis management and responding all security and life safety issues relating internal and external guests, Decision maker of Fire Life incidents in the hotel including actions on evacuations and relate them to GM/RM precisely, Leading the hotel ERT and guiding them appropriately when handling crisis management in the hotel, Ensure that the place of work and surrounding area kept clean, safe, secured and organized at all times, Review and monitoring staff’s performance
  • Coaches, counsels, disciplines and develops subordinate and colleagues to achieve their personal and career goals, Benchmark and implement new training program in the department, Prepares pre-shift briefing, communicate all relevant information of events, VIP arrivals and conduct short training for staffs, Responsible for the utilization of the grand master, emergency keys and safe deposits while on duty, Runs night audit process and prepares all necessary reports for GM, RM, DOR, and finance as well as monitoring general hotel operations during night shift, Handle resort VIP arrivals and inspect their rooms prior to arrivals, ensure all amenities set up and rooms condition in proper order, Relate all information and protocol procedures on VIP arrivals to department concerns including Front Office, Assist all sections in busy operations including Front Desk, Concierge, service Center such as performing check in and check out process, concierge service and inquiries, Giving importance in attending Core Project Team meeting to identify, analyse and proposing actions plans to provide quality service and push forward good results, Handle lost and found issues in the resort and communicate it to hotel lost and found and Security departments to investigate then follow up by reverting the finding in timely manner via emails, Sorting hotel emails and forward it to the related department or sections accordingly

Assistant Manager

Eastin Hotel Penang
04.2012 - 08.2012
  • Assist in the day-to-day operation of the hotel front office, To report all guest complaints, compliments and suggestions to management by noting it down in AM’s Shift Log, Take personal responsibility for solving customer problems and provide a corrective feedback to anticipate their needs and met their satisfaction, Supervise the operational activities of the hotel front desk within hotel guidelines to provide the highest standard of courteous and exceptional service, Prepare a pre - shift briefing to communicate activities, short take training, and any problems and special information to the next shift, To inspect pre-assigned accommodations for VIP guests, ensuring that all room set-ups and amenities are prepared according to standard, Assist in performing a check-in and out procedures at front desk whenever necessary especially during peak hours to ensure a smooth operation, Take responsible for the utilization of the grand master, emergency keys and safe deposits while on duty, To complete regular patrols of all areas of hotel ensuring service, appearance, and cleanliness of the highest standards are attained including observe and enforce the overall conduct and appearance of the employees as well, Responsible for staff discipline in the absence of the department heads and reports any irregularities, Check on the high balance report and follow up on any discrepancies accordingly, To maintain all Club Floor customer’s profiles and monitor the Executive Lounge operations to ensure information on their benefits provided precisely, Sorting Hotel Mail

Duty Manager (Promoted)

Vistana Hotel Penang
09.2010 - 04.2012
  • To check and maintain the Duty Manager safe in accordance to the procedures set by the company, To follow up with any room discrepancies and assist with their inspection, Make regular rounds of the Hotel to ensure smooth operations in all areas, Provides functional assistance to reception and other front office areas, Assists in other areas of the hotel when operationally required, as long as the Front desk service is not compromised, Interacts with the Hotel guests as well as members of the local community, Reports directly to the General Manager all emergencies, and serious accidents, Ensure the regular guests and other VIPs receive special attention and recognition, Inspects frequently for cleanliness and orderliness, the entire lobby and other public areas, Attends all guest complaints immediately and initiates corrective actions, Acts as security during their absence with the aim to prevent any incidents, Responsible for staff discipline in the absence of the department heads and reports any irregularities, High balance report is to be checked daily and any discrepancies followed up, Enters full details of any incidents in the Guest Comments Sheet and Daily Activity Log, noting times and names of any person involved, To assist hotel guest with the internet network connections installations, Sorting Hotel Mail, Conducting Pre-Shift Briefing and in-house training, Preparing and adjusting Duty Roster

Guest Service Agent

Vistana Hotel Penang
02.2008 - 09.2010
  • Handling telephone calls, Records any guest comments and acts on level of empowerment & alerts the Duty Manager for recording into DM Activity Log, Check Hotel guest in and out in a warm, friendly and efficient manner, Greets all guests that may meet the reception, assisting them with information on the hotel, local attractions, and services, Updates folios and checks payment details of newly arrived guests, Responsible to the account department on the billing and payment method of the guest by making necessary arrangements, Ensure smooth check in and check-out process, Maintain accurate group billings and folios, follow up expected departures, Balance cash float at completion of shift, Always honest when dealing with cash at all times, Guide new recruits, Rooming a guest, Takes and processes reservations should Reservation department is engaged, Attempt to up-sell the hotel’s facilities where possible

Bellman (concierge)

Vistana Hotel Penang
01.2000 - 2 2008
  • Welcome guest at the manning door, Escort guest to the reception counter, Providing a fast, efficient and safe delivery of all luggage and messages to guest rooms, Ensuring luggage are sent to their respective and correct rooms, Responsible for transfer of luggage when room changes take place, Distributions of the daily newspapers to all hotel rooms, Follow up daily morning calls requests to ensure guest received the call, Assist guest with tours, transportation agreement, airlines confirmation and any other reasonable service that we can provide to the guests, Coordinate with the hotel limo operator for the airport inbound and outbound, Maintain a clean, safe and comfortable environment for customer use, Being alert and careful when delivering luggage or parcels especially when handling fragile items

Education

UPSR -

Sekolah Kebangsaan Sungai Ara
12.1994

PMR -

Sekolah Menengah Kebangsaan Sungai Ara
12.1997

SPM Grade 3 -

Sekolah Menengah Kebangsaan Sungai Ara
12.1999

Skills

Friendly

Activities

  • Rotary Club Member - Member
  • Science and Mathematics Club - Member
  • Indian Association - Member
  • School Librarian (1995 – 1996) - SMK Sungai Ara
  • School Prefect (1996 – 1999) - SMK Sungai Ara

Personalparticulars

Ranjit Singh A/L Darshan Singh, 1-1-7 Persiaran Bayan Indah 3, Desa Putra, Bayan Lepas, 11950, 

Tel :016 4611419 / 019 4090 043

DOB: 07/05/1982, 

Language : English, Bahasa Malaysia and Tamil

Personal Information

Expected Salary: MYR 10500 (Negotiable)

References

  • Ms Winnie Yip, General Manager, Eastin Hotel Penang, 016-5265504
  • Mr Jegatheesan Velamuthu, Resident Manager, Shangri-La Barr Al Jissah, Muscat, +96879269190
  • Mr Thiruarasan Vijhan, former Director of Rooms, Sunway Pyramid Resort, +60164708375
  • Mr Christoph Dueker, General Manager, Vinpearl Resort Nha Trang, Vietnam +65 88554128

Timeline

Asst Front Office Manager

Shangri – la Rasa Sayang Resort & Spa, Penang
08.2017 - 07.2018

Rasa Wing Manager

Shangri – la Rasa Sayang Resort & Spa, Penang
07.2015 - 08.2017

Duty Manager

Shangri – la Rasa Sayang Resort & Spa, Penang
08.2012 - 07.2015

Assistant Manager

Eastin Hotel Penang
04.2012 - 08.2012

Duty Manager (Promoted)

Vistana Hotel Penang
09.2010 - 04.2012

Guest Service Agent

Vistana Hotel Penang
02.2008 - 09.2010

Bellman (concierge)

Vistana Hotel Penang
01.2000 - 2 2008

Front Office Manager

Shangri – la Golden Sands, Penang
7 2018 - Current

UPSR -

Sekolah Kebangsaan Sungai Ara

PMR -

Sekolah Menengah Kebangsaan Sungai Ara

SPM Grade 3 -

Sekolah Menengah Kebangsaan Sungai Ara

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