Summary
Overview
Work History
Education
Availability
Personal Information
References
Timeline
Generic
Roshini Vincent

Roshini Vincent

Kuala Lumpur

Summary

A Guest Service Assistant looking for opportunities to utilize her corporate skillsets as people skills, problem solving skills, and administration and management abilities knowledge at a progressive organization where these skills can make a significant impact to achieve the company’s objective and goals.

Overview

9
9
years of professional experience
5
5
years of post-secondary education

Work History

Club Guest Service Supervisor

PARKROYAL COLLECTION, KL
09.2022 - 2 2023
  • Prepare buffet set-up for breakfast and evening cocktail at the Club Lounge
  • Maintain the cleanliness of the Executive Lounge and the pantry area
  • Recycles where-ever possible and enforces cost saving measures to staff
  • Orientates new trainees or part-timers into the operations of the Executive Lounge
  • To conduct daily beverage inventory prior to closing the Executive Club Lounge for the day
  • Train and develop employees to the highest possible extent
  • Ensures that daily training provided for technical, hospitality, communication, management and organizational skills
  • Leads by example: Provides a high-quality service and dedicated hospitality towards all customers
  • Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns
  • Supervise daily shift process ensuring all team members adhere to standard operating procedures
  • Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation
  • Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service
  • Allocate rooms to expected arrivals after checking the guests preferences and special requests.

Admin & Accounts

OM SRI SLB ENTERPRISE
12.2019 - 08.2022
  • Preparing invoice for the customers
  • Keep records and reports up to date
  • Help maintain the budget plan
  • Organize and schedule meetings and events
  • Supervise other staff and delegate responsibilities
  • Handle technical issues in their area of expertise
  • Carry out clerical duties, including answering phones and preparing documents
  • Calculating each employee’s income including overtime and bonuses
  • Dealing with large-scale databases
  • Communicating with various departments, i.e
  • Answering questions
  • Liaising with management to gain approval for certain payments
  • Updating staff members’ records and payment grades.

Guest Service Assistance

Istana Hotel Kuala Lumpur
05.2019 - 12.2019
  • Handled guest special requests, needs and complaints
  • Served as mentor to junior team members
  • Managed the day-to-day tactical activities within the Hotel
  • Recognized for outstanding customer service
  • Manage Front Office task, which includes total 36 tasks
  • Fulfil guest requirement and preference per day as GSA by using opera system / Infor HMS System
  • Handling room assignments next 3 days arrival
  • Sending daily report (history and forecast, average daily rate and room availability)
  • Answered incoming calls and assist with reservations, confirmation letter, rooms and preference requests and enquires
  • Handle guest billing and ensure billings updated accurately.

Reservation Agent

Sunway Velocity Hotel (Pre – Opening)
06.2018 - 08.2018
  • Answer phone calls and attend to guests' requests to book rooms or events at the hotel.
  • Check on the internal booking system and make the booking for the guest.
  • Obtain payment information and run credit/debit card payments when required.
  • Assist guests with booking transport such as taxis and giving directions where required.
  • Liaise with the other Reservations staff in the team and provide detailed handovers so that the next shift runs smoothly.
  • Send and receive emails and monitor the inbox for bookings.
  • Take and manage online booking through the online booking system.
  • Provide outstanding customer service to all guests at all times.
  • Follow up with guests who may have had an issue with online or telephone bookings.
  • Manage the booking schedule effectively.
  • Arrange or rearrange dates with clients when there is no space for their selected dates.
  • Ensure management and receptionist staff are kept up-to-date with bookings.

Guest Service Agent

Sunway Velocity Hotel
06.2017 - 06.2018
  • Welcoming guests and checking their details against their bookings
  • Allocating guests their rooms and providing keys
  • Answering phones from prospective customers and guests, taking messages and delivering them
  • Completing administrative tasks such as filing and photocopying
  • Responding to requests for help and information
  • Providing concierge services, such as booking theatre tickets. arranging travel and providing information about local amenities and attractions
  • Preparing room bills and ensuring prompt payments
  • Checking guests out, taking payments and returning deposits
  • follow the checked out with balance (credit limit)


Account Receivable

Champion Photochemistry
05.2016 - 05.2017
  • Chasing for the payment and make sure payment remitted on the time resolve the payment issues
  • Prepare monthly AR Report
  • Prepare K2/Export declaration to customs (Kastam Malaysia)
  • Preparation and submission of document according to ICL/BA/IVF to bank negotiation
  • Prepare monthly sales summary report and sales discounts/commission payable for sales agent in overseas
  • Assist sales team in Payment & Customer aging report and sent weekly statement of Account to customer
  • Control and monitor customer credit limit applications and claims to EXIM
  • Meeting with managing Director and Sales team for resolve/update current issue on weekly basis
  • Any other duties as assign by account manager.

Telephone Operator

Berjaya Times Square Hotel
02.2014 - 04.2015
  • Handled guest special requests, needs and complaints
  • Served as mentor to junior team members
  • Managed the day-to-day tactical activities within the Hotel
  • Recognized for outstanding customer service
  • Manage Front Office task, which includes total 36 tasks
  • Fulfil guest requirement and preference per day as GSA by using opera system / Infor HMS System
  • Handling room assignments next 3 days arrival
  • Sending daily report (history and forecast, average daily rate and room availability)
  • Answered incoming calls and assist with reservations, confirmation letter, rooms and preference requests and enquires
  • Handle guest billing and ensure billings updated accurately.

Education

Sijil Pelajaran Malaysia (SPM) -

Sekolah Menengah Kebangsaan Taman Bukit Maluri
01.2008 - 04.2013

Availability

1 month notice period required

Personal Information

Expected Salary: RM3600

References

  • Lenugajothi, Guest Service Manager, Parkroyal Collection, 016 – 249 3676
  • Siti Normaini, Assistant Front Office Manager, Sunway Velocity, 010 – 982 4082

Timeline

Club Guest Service Supervisor

PARKROYAL COLLECTION, KL
09.2022 - 2 2023

Admin & Accounts

OM SRI SLB ENTERPRISE
12.2019 - 08.2022

Guest Service Assistance

Istana Hotel Kuala Lumpur
05.2019 - 12.2019

Reservation Agent

Sunway Velocity Hotel (Pre – Opening)
06.2018 - 08.2018

Guest Service Agent

Sunway Velocity Hotel
06.2017 - 06.2018

Account Receivable

Champion Photochemistry
05.2016 - 05.2017

Telephone Operator

Berjaya Times Square Hotel
02.2014 - 04.2015

Sijil Pelajaran Malaysia (SPM) -

Sekolah Menengah Kebangsaan Taman Bukit Maluri
01.2008 - 04.2013

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Roshini Vincent