Sabrina Hj Suhaili
Housewife
Kuching,Sarawak
Summary
Problem-solving Front Desk Manager at busy hotel experienced in upselling and marketing property amenities. Multilingual and dedicated to boosting customer loyalty. Consistently recognized by management for performance excellence. Skilled, hospitality management graduate with over 21 years of practical experience in hotel operations. Highly effective in greeting guests and finding resolutions to issues. Consistently exceeds corporate goals for guest satisfaction and occupancy rates. Hardworking front desk professional bringing expertise in reservations, concierge services and department collaboration. Polite and positive front desk ambassador with exceptional telephone etiquette. Proficient in assisting guests with reservations, valuables and baggage. Easily adaptable to high-pressure, dynamic situations. Polished hotel front desk manager offering exemplary communication skills. Dynamic and personable and well-versed in handling multiple tasks at once. Experience as front desk manager for high-end hotel. Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication. Talented Front Desk Supervisor versed in solving range of daily issues with efficient and professional attitude. Adapts easily to changing demands and learns new information quickly. Accomplished leader and team manager.
Overview
21
21
years of professional experience
Work History
Guest Assistance Manager
Hilton Kuching
Kuching, Sarawak
09.2015 - 01.2021
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Provided guests with information on local attractions, restaurant and transportation services to enhance stay.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Collaborated with front-of-house and housekeeping departments to facilitate smooth hotel operations.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Welcomed guests on arrival, displaying professional and friendly approach.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Enforced policies and procedures to increase efficiency.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Monitored staff performance and provided feedback and guidance.
- Trained new staff members in customer service techniques and hotel operations.
- Prepared reports on guest satisfaction levels and other metrics.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Developed and maintained positive relationships with guests for satisfaction.
Front Desk Manager
Hilton Kuching
Kuching, Sarawak
07.2013 - 09.2015
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Prepared weekly employee work schedules to meet operational needs.
- Checked guests in out of hotel, made reservations, and processed payments.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Resolved guest complaints by addressing issues with rooms promptly.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Attended staff meetings and brought issues to attention of upper management.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
Assistant Manager
Hilton Kuching
Kuching, Sarawak
08.2002 - 07.2013
- Mentored team members to enhance professional development and accountability in workplace.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Created employee schedules to align coverage with forecasted demands.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Customer Service Agent
Hilton Kuching
Kuching, Sarawak
02.2000 - 08.2002
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Communicated with clients regarding account services, statements, and balances.
- Adapted to new applications and maintained knowledge of current technologies.
Education
No Degree - SPM
SMK Petra Jaya
Kuching 04.2001 -
Skills
Registration processing
Timeline
Guest Assistance Manager
Hilton Kuching
09.2015 - 01.2021
Front Desk Manager
Hilton Kuching
07.2013 - 09.2015
Assistant Manager
Hilton Kuching
08.2002 - 07.2013
No Degree - SPM
SMK Petra Jaya
04.2001 -
Customer Service Agent
Hilton Kuching
02.2000 - 08.2002
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