RUSSELL JOHN ROSCOM
HOSPITALITY / CUSTOMER SERVICE MANAGEMENT
Unit 39-09, The Hamilton Condo, Jalan Wangsa Delima, Wangsa Maju, 53300, Kuala Lumpur
Summary
With over 20 years of experience in the hospitality industry, expertise lies in delivering exceptional customer service and resolving issues effectively. Consistently demonstrated dedication to enhancing experiences through strong team management and effective communication. Pride in contributions to successful hotel openings and service enhancement initiatives, always prioritizing guest satisfaction.
Overview
24
24
years of professional experience
6
6
years of post-secondary education
4
4
Languages
Work History
Customer Service Manager
Pavilion Damansara Heights Mall
05.2024 - 12.2024
- Company Overview: A premier shopping destination in Kuala Lumpur with a focus on high-end retail and customer service
- In charge of Pavilion Damansara Heights customer service department
- Handling complaints from mall tenants, customers, and corporate tower tenants
- Spearheaded setting up the Diamond lounge (VIP lounge) from renovation stage until completion
- Engaged in community engagement, building rapport with nearby corporate towers
- A premier shopping destination in Kuala Lumpur with a focus on high-end retail and customer service
Executive Assistant
Fullstop Media
01.2024 - 05.2024
- Company Overview: A media company providing various services including content development and campaign management
- Provided administrative support to media professionals, scheduling and preparing reports
- Managed media databases and prepared daily or weekly reports
- A media company providing various services including content development and campaign management
Premium Travel Lifestyle Consultant
American Express Kuala Lumpur
10.2022 - 10.2023
- Company Overview: A financial services corporation providing premium travel and lifestyle solutions
- Delivered customer service offerings for premium customers in Hong Kong and Singapore markets
- Assisted customers with flight arrangements, lodging, car rentals, and luxury experiences
- Responded promptly to inquiries ensuring personalized customer service
- A financial services corporation providing premium travel and lifestyle solutions
Front Office Manager & Loyalty Manager
Aloft Kuala Lumpur Sentral
12.2021 - 07.2022
- Company Overview: A modern hotel brand known for providing a fresh perspective on hospitality
- Led the front office team ensuring a customer-centric experience
- Managed the Guest Experience Program for continuous improvement and loyalty
- Oversaw the Elite member journey, ensuring a high standard of service
- A modern hotel brand known for providing a fresh perspective on hospitality
Hotel Manager (Pre-Opening Team)
Hotel 7 Suria - Makamewah Suria Residence Sdn Bhd
06.2019 - 09.2020
- Company Overview: A newly established hotel in Kota Kinabalu focused on exceptional guest experiences
- Led the pre-opening phase of a 122-room hotel ensuring timely operational launch
- Configured hotel systems and established valuable contacts for future business
- Managed comprehensive sales and marketing plans across market segments
- A newly established hotel in Kota Kinabalu focused on exceptional guest experiences
Reservation Manager
Hilton Kota Kinabalu
08.2017 - 06.2019
- Company Overview: A globally recognized hotel brand providing luxurious accommodations and services
- Monitored hotel revenue activity to improve customer satisfaction
- Facilitated group bookings and managed relationships with local agencies
- Proactively forecasted upsell revenue to enhance customer experiences
- A globally recognized hotel brand providing luxurious accommodations and services
Duty Manager
Traders Hotel Kuala Lumpur
08.2014 - 12.2015
- Company Overview: A premium hotel known for exceptional service and guest experience
- Checked guest rooms and public areas for cleanliness
- Managed guest complaints swiftly to ensure satisfaction
- Oversaw front office activities to improve service delivery
- A premium hotel known for exceptional service and guest experience
Guest Service Manager (Duty Manager)
Shangri-la's Tanjung Aru Resort & Spa
12.2011 - 08.2014
- Company Overview: A high-end resort offering luxury accommodation and hospitality services
- Managed upsell performance and ensured cleanliness standards
- Monitored staff efficiency to enhance service delivery
- Handled night auditing and reports for revenue management
- A high-end resort offering luxury accommodation and hospitality services
Duty Manager
Cititel Express Kota Kinabalu
07.2010 - 12.2011
- Company Overview: A hotel providing comfortable and affordable stays focused on customer satisfaction
- Ensured operational efficiency in front office activities
- Implemented front office standard operating procedures
- Conducted thorough monitoring of guest inquiries and complaints
- A hotel providing comfortable and affordable stays focused on customer satisfaction
Guest Service Leader (Supervisor)
Shangri-la's Tanjung Aru Resort & Spa
07.2008 - 07.2010
- Company Overview: A prestigious resort known for its personal touch and service excellence
- Managed group check-ins and enhanced guest service experience
- Supervised team for efficient operations and cultural sensitivity
- Successfully upsold guests leading to increased revenue
- A prestigious resort known for its personal touch and service excellence
Guest Service Associates
Shangri-la's Tanjung Aru Resort & Spa
02.2002 - 07.2008
- Company Overview: The initial role in the hospitality sector focusing on guest services
- Attended to guest needs during the check-in process
- Successfully upsold room categories to enhance customer experiences
- Proactively resolved guest complaints and provided solutions
- The initial role in the hospitality sector focusing on guest services
Assistant Front Office Manager (Pre-Opening Team)
Hilton Kota Kinabalu
01.2002 - 12.2003
- Company Overview: A globally recognized hotel brand providing luxurious accommodations and services
- Part of the front office management overseeing operational efficiency and customer relations
- Coordinated front office activities emphasizing customer satisfaction
- Managed guest complaints to uphold service excellence
- Led the Emergency Response Team for customer safety
- A globally recognized hotel brand providing luxurious accommodations and services
Cashier
KFC Sabah Sdn Bhd
01.2001 - 12.2001
- Company Overview: Fast-food chain restaurant known for its quick service
- Managed cashier operations ensuring accuracy
- Conducted cash drawer audits and reconciled sales records
- Maintained high levels of detail in financial transactions
- Fast-food chain restaurant known for its quick service
Education
Hotel Attachment Program - Hospitality Management
Jabatan Pembangunan Sumber Manusia
Kota Kinabalu, Sabah, Malaysia01-2003
High School Diploma - undefined
Kota Kinabalu High School
Kota Kinabalu, Sabah 01.1995 - 12.2000
Accomplishments
- Preopening VIP Lounge, Successfully launched VIP Diamond lounge, increasing customer satisfaction score by 35%.
- Complaint Resolution Improvement, Decreased guest complaint resolution time.
- Upsell Revenue Growth, Increased hotel room upsell revenue by 25% annually through strategic marketing.
- Enhanced Service Response, Improved premium travel service response time by 20%, enhancing client satisfaction.
Referrals
- Mr. Michael Tan, General Manager - Grandis hotel Kota Kinabalu, 60 16-830 7557, Former Director of rooms in Shangri-la's Tanjung Aru Resort and Spa., 2002 - 2010 - Guest Service Associates.
- Mdm. Farah Hakim, General Manager of Hilton Garden Inn Puchong, 0126531504, Farah.hakim@hilton.com, Former BDM at Hilton Kota Kinabalu, 2017 - 2019 - Reservation manager.
- Ms. Karen Eng, Front Office Manager, Traders Hotel Kuala Lumpur, 0123752657, Karen.eng@tradershotel.com, 2014 - 2015 - Duty manager.
- Mr. Laurentius Bansing, Resident manager - Citadines Waterfront Kota Kinabalu, 0166870275, laurentius.bansing@theascott.com, 2011 - 2014 - Duty Manager.
Timeline
Customer Service Manager
Pavilion Damansara Heights Mall
05.2024 - 12.2024
Executive Assistant
Fullstop Media
01.2024 - 05.2024
Premium Travel Lifestyle Consultant
American Express Kuala Lumpur
10.2022 - 10.2023
Front Office Manager & Loyalty Manager
Aloft Kuala Lumpur Sentral
12.2021 - 07.2022
Hotel Manager (Pre-Opening Team)
Hotel 7 Suria - Makamewah Suria Residence Sdn Bhd
06.2019 - 09.2020
Reservation Manager
Hilton Kota Kinabalu
08.2017 - 06.2019
Duty Manager
Traders Hotel Kuala Lumpur
08.2014 - 12.2015
Guest Service Manager (Duty Manager)
Shangri-la's Tanjung Aru Resort & Spa
12.2011 - 08.2014
Duty Manager
Cititel Express Kota Kinabalu
07.2010 - 12.2011
Guest Service Leader (Supervisor)
Shangri-la's Tanjung Aru Resort & Spa
07.2008 - 07.2010
Guest Service Associates
Shangri-la's Tanjung Aru Resort & Spa
02.2002 - 07.2008
Assistant Front Office Manager (Pre-Opening Team)
Hilton Kota Kinabalu
01.2002 - 12.2003
Cashier
KFC Sabah Sdn Bhd
01.2001 - 12.2001
High School Diploma - undefined
Kota Kinabalu High School
01.1995 - 12.2000
Hotel Attachment Program - Hospitality Management
Jabatan Pembangunan Sumber Manusia
Similar Profiles
Danielle PrilepskiyDanielle Prilepskiy
Private Tennis Coach at Cleveland Heights Rec PavilionPrivate Tennis Coach at Cleveland Heights Rec Pavilion
Siau Teck Chuan (Roy)Siau Teck Chuan (Roy)
Senior Sales Executive at Bangsar Heights Pavilion Sdn BhdSenior Sales Executive at Bangsar Heights Pavilion Sdn Bhd
PARIMALA KRISHNA KUMARANPARIMALA KRISHNA KUMARAN
Admission and Marketing Executive at Sri KDU Kota DamansaraAdmission and Marketing Executive at Sri KDU Kota Damansara
MOHD FAIZAN MOHD FARIZMOHD FAIZAN MOHD FARIZ
Senior Manager Analyst at PETRONASSenior Manager Analyst at PETRONAS
Azrie BakriAzrie Bakri
Software Engineer at SEEKSoftware Engineer at SEEK