Sazrul Fadzil

• Implemented performance metrics to evaluate employee success, guiding professional development opportunities accordingly.
• Implemented business strategies, increasing revenue, and effectively targeting new markets.
• Developed partnerships with local organizations to enhance community engagement and contribute positively towards corporate social responsibility initiatives.
• Implemented quality control measures that ensured adherence to company standards across all aspects of regional operations.
• Raised property accuracy and accountability by creating new automated tracking method.
• Analyzed market trends to identify growth opportunities, driving expansion efforts within the region.
• Managed purchasing, sales, marketing and customer account operations efficiently.
• Promoted a customer-centric approach within the region to ensure consistent delivery of exceptional service experiences.
• Participated in strategic planning meetings with executive leadership to align regional goals with overall company objectives.
• Monitored daily cash discrepancies, inventory shrinkage and drive-off.
• Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
• Established clear communication channels between departments, fostering improved teamwork and collaboration.
• Identified areas for process improvement within the organization''s infrastructure in order to maintain the region''s competitive edge.
• Reported issues to higher management with great detail.
• Managed a team of area managers, resulting in increased efficiency and productivity across the region.
• Mentored area managers on best practices for team leadership and motivation, contributing to a positive work environment throughout the region.
• Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
• Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
• Championed corporate initiatives by promoting a culture of continuous improvement among regional teams.
• Interacted well with customers to build connections and nurture relationships.
• Implemented innovative programs to increase employee loyalty and reduce turnover.
• Optimized resource allocation across regional territories, improving efficiency while minimizing costs.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Oversaw budget management and financial planning, ensuring fiscal responsibility throughout the region.
• Reduced operational risks while organizing data to forecast performance trends.
• Developed relationships with key stakeholders, enhancing brand visibility and expanding market reach.
• Negotiated price and service with customers and vendors to decrease expenses and increase profit.
• Negotiated contracts with vendors and suppliers, securing favorable terms for the company.
• Streamlined operational processes for improved efficiency and cost savings within the region.
• Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
• Spearheaded cross-functional projects that addressed key organizational challenges or opportunities for growth within the region.
• Collaborated closely with marketing teams to develop targeted campaigns that drove customer acquisition within the region.
• Implemented training programs for staff, leading to increased skill sets and overall job satisfaction.
• Improved regional sales performance by developing and implementing strategic business plans.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Trained and guided team members to maintain high productivity and performance metrics.
• Assisted in recruiting, hiring and training of team members.
• Supervised creation of exciting merchandise displays to catch attention of store customers.
• Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
• Scheduled employees for shifts, taking into account customer traffic and employee strengths.
• Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
• Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.

• Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
• Supervised creation of exciting merchandise displays to catch attention of store customers.
• Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
• Managed budget implementations, employee evaluations, and contract details.
• Reported issues to higher management with great detail.
• Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
• Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
• Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
• Implemented innovative programs to increase employee loyalty and reduce turnover.
• Trained and guided team members to maintain high productivity and performance metrics.
• Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
• Monitored daily cash discrepancies, inventory shrinkage and drive-off.
• Collaborated effectively with cross-functional teams on various projects/initiatives aimed at enhancing organizational performanceresults.
• Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
• Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
• Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
• Managed purchasing, sales, marketing and customer account operations efficiently.
• Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
• Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
• Worked effectively in fast-paced environments.
• Delivered services to customer locations within specific timeframes.
• Acted as a team leader in group projects, delegating tasks and providing feedback.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Demonstrated a high level of initiative and creativity while tackling difficult tasks.
• Strengthened communication skills through regular interactions with others.
• Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
• Proven ability to develop and implement creative solutions to complex problems.
• Gained extensive knowledge in data entry, analysis and reporting.
• Excellent communication skills, both verbal and written.
• Self-motivated, with a strong sense of personal responsibility.
• Worked well in a team setting, providing support and guidance.
• Demonstrated strong organizational and time management skills while managing multiple projects.
• Developed strong organizational and communication skills through coursework and volunteer activities.
• Analyzed market trends/data to identify potential opportunities for business growth within existing or emerging markets successfully.
• Championed continuous improvement initiatives that enhanced operational performance across all departments.
• Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.

· Executive Assistant Manager(General Manager capacity)

· ( May tower Hotel & Serviced Residences KL)

· Transferred within the group as General Manager in Dorsett Penang Hotel

· Requested to be transferred back to May tower Hotel Serviced

Residences

· As part of the pre – opening team, I established the planning for the entire hotel (counter set-up, facilities, manpower planning, policy and procedures, training modules, budget, pre-opening expenses, Balance sheet, CAPEX and decision on the operating equipment... Involved in structuring of the Room Rates, the Sales & Promotion programme and the disaster Recovery programme (including the training of the Fire & Safety team) for the hotel. Having previously attended a relevant training programme and given my experience thereto, I was also asked to formulate the Guided Training aids for the “Multi-Skills “program of the hotel.

· Instrumentally in setting up the group standard operating policies and to be executed from the head quarters.

· Created formula on the sharing procedures of handling 3 management sections in terms of area and expenses.

· Responsible for all licenses pertaining to building safety and specification for certificate of fitness.

· Responsible for the Sales & Marketing plan, Public Relation Plan, F&B calendar year and budget summary.

· Responsible for the 4 months GOP within 6 months posting and having highest revenue in Christmas revenue compared to Sheraton Penang .

· Established room and F&B products in Sales convention in Dubai, ATF (Bangkok), Medical tourism (Medan) and ITB Berlin.

· Establish Sales, F&B and Room Division reports for revision in Head Quarter.

· Implementing cost saving programme in each property by looking emphasizing more on the overhead expenses.

· Established the “ service One “ department of the Hotel, a department comprising the Housekeeping, Maintenance, Room service and Security departments. “ Service One “is a product formulated specially for the hotel to provide general support (manpower) to the Rooms department of the hotel, within a 5-minute time limit...

· Established a 4 months defect rectification whilst on business for May tower when it was not done during the soft opening. Providing quality product on the 1st half of the year (2008).

· Produced “GOP” for the last 8 months after was asked to head the property in January.

· Did a turned around in F&B revenue by having “GOP” rather than “GOL” and achieved highest revenue of RM 1 million 3 times while heading the property.

As an overall managed to absorbed the culture in May tower hotel & Serviced Residences to be associated with Dorsett International vision and mission statement

• Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
• Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
• Championed continuous improvement initiatives that enhanced operational performance across all departments.
• Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
• Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
• Implemented operational strategies and effectively built customer and employee loyalty.
• Introduced new methods, practices, and systems to reduce turnaround time.
• Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
• Formulated policies and procedures to streamline operations.
• Implemented innovative programs to increase employee loyalty and reduce turnover.
• Reduced operational risks while organizing data to forecast performance trends.
• Raised property accuracy and accountability by creating new automated tracking method.
• Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
• Reported issues to higher management with great detail.
• Collaborated effectively with cross-functional teams on various projects/initiatives aimed at enhancing organizational performanceresults
• Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies
• Drove the successful execution of numerous large-scale events/promotions while closely managing costs/budgetary constraints associated with event planning/management activities
• Developed and executed strategic plans for business growth and expansion, resulting in increased market share
• Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty
• Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels
• Analyzed market trends/data to identify potential opportunities for business growth within existing or emerging markets successfully
• Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service
• Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations
• Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately
• Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction
• Championed continuous improvement initiatives that enhanced operational performance across all departments
• Implemented robust inventory management systems to optimize stock levels and minimize waste/costs associated with excess product storage
• Introduced new methods, practices, and systems to reduce turnaround time
• Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures
• Developed and implemented strategies to increase sales and profitability
• Managed budget implementations, employee evaluations, and contract details
• Drove year-over-year business growth while leading operations, strategic vision, and long-range planning
• Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems
• Managed budget implementations, employee reviews, training, schedules, and contract negotiations
• Implemented operational strategies and effectively built customer and employee loyalty

Front Office Manager - 1997 – 1999

Room division Manager - 2000 – 2002

(Hotel Manager - 2003 – 2007

· As part of the pre – opening team, supervised/effected the planning for the entire Front Office and Security departments (counter set-up, facilities, manpower planning, policy and procedures, training modules, budget). Effectively established the structuring of the Room Rates, the Sales & Promotion programmed and the disaster Recovery programmed (including the training of the Fire & Safety team) for the hotel. Having previously attended a relevant training programmed and given my experience thereto, I was also asked to formulate the Guided Training aids for the “Multi-Skills “programme of the hotel.

· Notwithstanding my designation, my responsibilities to date are similar to that of General Manager, as there is no such rank in the position hierarchy of the hotel. Within this context, spearheaded overall supervision of Front Office, Housekeeping, and Security, Maintenance, Food & Beverage, Sales & Marketing, Human Resources, Accounts and Public Relation departments.

· Reporting directly to the Executive Director of the corporation, in charged of producing multiple analysis reports for the rooms departments (e.g. Weekly progress and forecast, Monthly Revenue/Expenses analysis, Productivity/Efficiency Measurement report, Room Package report, Group monthly forecast and budget analysis).

· Initiated the “ service One “ department of the Hotel, a department comprising the Housekeeping, Maintenance, Room service and Security departments. “ Service One “is a product formulated specially for the hotel to provide general support (manpower) to the Rooms department of the hotel, within a 5-minute time limit.

· Achieved the highest “GOP” of 53% and running with the average of RM 2.5 million turn over for the last 5 years.

· Established Merchant Pub as the leading corporate bar in Selangor by enjoying RM 250 to RM 300 k every month.

· Initiated the cost saving program by reducing the ratio of manpower from 0.9 to 0.6. This was a wash down process on manpower.

· Achieved award from MEF to be the best Employer in Manpower training program start from the TOP in 2007.

· Initiated another pub in the same building with different concept and enjoyed RM 200 k turn over on the average every month.

· Managed to bid as an official hotel for Cobra (Rugby 7 a side) every year until present.

· Established the hotel to be the home of reporters during Commonwealth game for CBC, ABC, BBC South African broadcasters and NBC.

· Initiated corporate floor with full facilities of Executive Lounge in the hotel to cater for corporate clients.

· Achieved Halal Certificate from Jakim which to be the no 2 hotel in Selangor to comply with government rules beside Singgah Sana hotel.

• Conducted regular staff performance evaluations, identifying areas for improvement and providing constructive feedback.
• Streamlined check-in/check-out processes by introducing new technology solutions, reducing wait times for guests.
• Organized staff training sessions on topics such as effective communication skills, conflict resolution techniques, time management tips.
• Managed hotel operations for seamless functioning, ensuring high levels of efficiency and guest satisfaction.
• Oversaw all aspects of event planning, from contract negotiation to day-of coordination, resulting in successful events and satisfied clients.
• Reduced operating expenses by negotiating with vendors and optimizing resource management.
• Established a positive work culture that promoted teamwork, collaboration, and employee morale.

· As part of the pre-opening team, essentially, assisted the Rooms Division Manager in the establishment of the Front Office Department.

· Established my duties encompassed the overall supervision of the Front Office Department, including Reservations, Guest Registrations, Cashiering, the PABX department and the Concierge.

· As the hotel adopted a “Multi-Skills” policy for its employees, I was also in charge of the Business Centre and was sometimes involved in Sales and Customer Relations. When there was a vacancy in the post of Housekeeping Manager, I took over the Supervision and overall management of the said department for approximately 4 months.

· Involved in opening of Business Centre outlet in PKNS complex Petaling Jaya.

· Did a pre opening set up resort for the group in Kuala Selangor and Sepang by conducting the overall budget opening for both properties.

· Assisted Director of Sales in establishing the sales strategies for Indonesian Market and government group.

• Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
• Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
• Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
• Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
• Assisted sales department in upselling hotel services, increasing revenue through upgrades and add-on packages.
• Updated guests'' profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
• Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
• Analyzed performance metrics to identify areas of improvement in front office operations, implementing changes for better efficiency.
• Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
• Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
• Managed daily room inventory to maximize occupancy rates and revenue generation.
• Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
• Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
• Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
• Reconciled end-of-day reports to determine accurate billing and payment processing.

· In addition to the standard duties that come with the job, I was responsible for the setting up of a Guest Relations Office at the Hotel and a Guest Relations desk at the Sultan Ismail Airport in Senai, as well as the training of potential candidates. I also initiated the “Merdeka Special”, a sales campaign aimed at boosting hotel occupancy during the said period, thereby achieving our target for the month.

As part of the pre – opening team, I supervised/effected the planning for the entire Front Office and Security departments (counter set-up, facilities, manpower planning, policy and procedures, training modules, budget). I also undertook the structuring of the Room Rates, the Sales & Promotion programme with the Singapore Sales Office.

Established the opening ceremony for the hotel and golf course with all VVIPs I n attendance start from PM, DPM, CM and other portfolio ministers.

• Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
• Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
• Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
• Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
• Updated guests'' profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
• Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
• Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
• Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
• Managed daily room inventory to maximize occupancy rates and revenue generation.
• Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
• Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
• Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
• Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
• Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
• Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
• Monitored customer service trends and provided insights to management team for further improvement.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Managed senior-level personnel working in marketing and sales capacities.
• Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
• Oversaw guest registration process by verifying personal information accuracy in line with security protocols.
• Created, prepared, and delivered reports to various departments.
• Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
• Reconciled end-of-day reports to determine accurate billing and payment processing.
• Developed procedures to establish accurate and organized check-in and check-out processes.
• Established team priorities, maintained schedules and monitored performance.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Assisted in organizing and overseeing assignments to drive operational excellence.

Management Trainee

· My training period was reduced to 6 months instead of the pre-requisite 12, due to my outstanding performance. During this time, I was given the opportunity to learn the intricacies involved in manning the Front Office.

Theme Park Hotel, Genting Highlands, Pahang Darul Makmur.

Duty Manager

· In charge of the operation of this property in its entirety, reporting directly to the Senior Vice-President of Hotel Operations. Amongst the highlights of my responsibilities was the initiation of a “Key Card” system for the rooms. I was on call for all the 4 properties regarding any technical difficulties encountered and was responsible for training the Maintenance team in relation to this system.

Genting Hotel, Genting Highlands, Pahang Darul Makmur.

Duty Manager

· Professional experience included carrying out internal budgeting for the Front Office, e.g. payroll budgeting, and occupancy as well as revenue budgeting. I was also a Training Officer for the department, specializing in Customer Relations.

• Built lasting relationships with clients through exceptional service delivery, fostering loyalty and repeat business opportunities
• Maintained high-quality standards in all aspects of work, ensuring customer satisfaction at every touchpoint within the business journey
• Developed problem-solving abilities through hands-on experience with real-life business scenarios
• Enhanced team performance by implementing effective communication strategies within the group
• Participated in strategic planning sessions to contribute valuable insights into company direction and long-term goals
• Collaborated with cross-functional teams to optimize overall business performance and achieve organizational objectives
• Improved management skills by participating in rigorous training programs and workshops
• Established open and professional relationships with team members which facilitated communication, quickly resolving issues, and conflicts
• Assisted established management staff with operational oversight, business development, and process improvement strategies
• Gained knowledge of company policies, protocols and processes

• · My duties included being in charge of all transactions made at the counter and submitting a daily report to the Night Auditor.
• Collaborated with team members to provide exceptional service and maintain a clean, welcoming environment for patrons
• Assisted in maintaining inventory levels, ensuring availability of popular items during peak hours
• Promoted a positive work culture by fostering teamwork, clear communication, and mutual respect among all team members
• Upheld proper food handling safety standards to ensure a healthy dining experience for guests
• Enhanced customer satisfaction by efficiently processing food and beverage orders and payments
• Proactively identified opportunities for process improvements in the food and beverage operations, resulting in increased efficiency and customer satisfaction
• Handled cash transactions accurately, minimizing discrepancies and safeguarding company assets
• Balanced cash registers at the beginning and end of shifts, ensuring accurate financial records for management review
• Managed time effectively during peak hours to maintain swift service without compromising quality or attention to detail in transactions or order preparation tasks
• Supported team members during busy periods by multitasking effectively between cashier duties and other station responsibilities as needed
• Used POS system to enter orders, process payments and issue receipts
• Responded promptly to requests for assistance, spills and customer inquiries
• Set up new sales displays each week with fresh merchandise
• Identified and resolved discrepancies and errors in customer accounts
• Maintained current knowledge of store promotions and highlighted sales to customers
• Performed cash, card and check transactions to complete customer purchases
• Handled cash with high accuracy and took care to check bills for fraud