ROSIDAH MODEH
KUALA LUMPUR,MALAYSIA
Summary
Results-driven professional with a strong foundation in leadership, staff management, and decision-making, complemented by exceptional time-management and self-motivation. Demonstrates expertise in customer service excellence, customer engagement, and active listening, ensuring outstanding customer satisfaction. Skilled in training and development, staff mentoring, and inventory control, with a proven ability to analyse data effectively to optimise operations. Committed to fostering a customer-focused environment while driving team performance and operational success.
Overview
15
15
years of professional experience
Work History
Assistant manager
CONCORDE HOTEL KL
KUALA LUMPUR
07.2016 - Current
- Started as cashier in 2016
- Completed opening and closing procedures each day.
- Balanced till at end of day, maintaining accurate records.
- Counted change correctly and issued customer receipts.
- request to be transferred to Lounge as food & beverages assistant in 2017.
- Able to learn barista and bartender skills
- Promoted as Captain in 2020
- Leading a team in opening Spices restaurant which is a breakfast place for a Premier Room Guest.
- Coordinated daily tasks, ensuring smooth workflow within the team.
- Led shifts and motivated team to deliver the best service to our guest.
- Promoted as Supervisor in 2022
- Being part of opening team for Kazuma Restaurant (Japanese restaurant)
- Delegated tasks appropriately, achieved balanced workload among team members.
- Resolved customer complaints promptly, resulted in increased customer satisfaction rates.
- Managed daily operations to increase productivity.
- Promoted as Assistant Manager in 2023
- In charge of Xroads Xpress Lounge
- Handled customer complaints effectively, restoring trust in our brand.
- Provided excellent customer service leading to repeat business and customer loyalty.
- Created a positive work environment, resulting in higher employee morale.
- Delegated tasks to team members efficiently improving overall productivity.
- Managed daily operations to ensure smooth running of the shop floor.
- Designed and implemented training to further develop staff based on business goals.
- Oversaw stock inventory, minimising product shortages.
- Monitored inventory levels, preventing stock shortfalls.
- Improved guest satisfaction by promptly addressing complaints and requests.
- Dealt promptly with guest complaints, restoring their confidence in our service.
RESERVASTION OFFICER
SPIN1 TRAVEL SDN BHD
KUALA LUMPUR
02.2015 - 05.2016
- Verified customer passports and documentation to travel.
- Resolved complaints, cancellations and refunds with mutually beneficial solutions.
- Acted as first point of contact for customers to resolve potential issues with reservations.
- Conducted calls professionally and politely to maintain excellent service standards.
- Advised customers on specific visa and passport requirements.
- Processed payments and online bookings with zero error.
- Communicated reservation confirmations to guests via post and email.
- Completed bookings and reservation amendments using hospitality property management software.
- Recorded accurate passenger information to eliminate ticketing errors.
- Educated clients on current travel restrictions, providing relevant and up-to-date information by phone and email.
- Dealt with high-volume calls and emails competently to meet service targets.
- Promoted seasonal travel offers and upsold additional tours and experiences.
- Liaised with local operators to promptly resolve travel restrictions and delays.
- Confirmed reservations promptly to minimise confusion and double bookings.
- Managed high volume of calls, ensuring quick response times.
- Kept detailed records of all reservations, aiding in future reference needs.
- Assisted guests with special requests, creating a memorable stay experience.
Food and beverage assistant
CONCORDE HOTEL KL
KUALA LUMPUR, MALAYSIA
03.2012 - 01.2015
- Maintained excellent guest satisfaction by providing attentive, proactive and helpful service.
- Prepared tables for guests and reset tables between customers.
- Served meals and drinks with professionalism and skill, maintaining high presentation and quality standards.
- Warmly greeted customers upon arrival, minimising wait times to improve restaurant experiences.
- Provided first-class customer care through helpful, friendly service.
- Greeted customers, presented menus and shared information about available special items.
- Checked frequently on guest needs and retrieved items, filled beverages, or answered questions.
- Took accurate guest orders and relayed information to kitchen about preferences, requests, or allergens.
- Cleared tables, wiped down and replaced cutlery between courses to limit service disruptions.
TEAM LEADER
PRO DIRECT SDN BHD
Kuala Lumpur, MALAYSIA
01.2010 - 02.2011
- Coordinated daily tasks, ensuring smooth workflow within the team.
- Led shifts and motivated team to drive sales.
- Supported new hires through onboarding process for speedy and successful training.
Education
UPSR -
SK TAMAN MIDAH 1
Kuala Lumpur /1999 - /2004
PMR -
SMK KIARAMAS
Kuala Lumpur /2005 - /2007
SPM -
SMK KIARAMS
Kuala Lumpur /2008 - /2009
Skills
- Leadership skills
- Staff management
- Decision making
- Time-management
- Self-motivation
- Excellent communication
- Outstanding customer service
- Staff mentoring
- Customer engagement
- Active listening
- Customer service excellence
- Training and Development
- Customer service orientation
- Inventory control
- Data analysis
Languages
English
Advanced
Malay
Native
Javanese
Intermediate
Timeline
Assistant manager
CONCORDE HOTEL KL
07.2016 - Current
RESERVASTION OFFICER
SPIN1 TRAVEL SDN BHD
02.2015 - 05.2016
Food and beverage assistant
CONCORDE HOTEL KL
03.2012 - 01.2015
TEAM LEADER
PRO DIRECT SDN BHD
01.2010 - 02.2011
UPSR -
SK TAMAN MIDAH 1
/1999 - /2004
PMR -
SMK KIARAMAS
/2005 - /2007
SPM -
SMK KIARAMS
/2008 - /2009
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