Mr Sukhdave Singh Sandhu (General Manager of Berjaya Waterfront Johor Bharu) - 0189676514
Sherwan Babu
Hotelier
Nilai
Summary
I am knowledgeable and experienced individual in hospitality industry with experience in Front Office and Customer Service Representative with 8 years over experience in handling multi national customers. I am fast learner with a passion to keep learning new sort of things and skills. Dedicated, hardworking individual with good team work. Committed to creating and maintaining a top of line guest movement areas, resulting in return guests and excellent reviews. I have always feel drawn to providing service to guest. I am determined to learn more and developed myself in this field.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
4
4
Languages
Work History
Assistant Front Office Manager
Berjaya Group - Berjaya WaterFront Hotel Johor Bahru
Johor Bharu
02.2024 - Current
- Overall checking on Front Office daily operations.
- Managed room inventory to optimize revenue opportunities during high-demand periods.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Follow up on guest reviews and complaints. Contact for mutual understanding and offer upcoming stay.
- Ensure on TrustYou score.
- Department budget and cut cost strategies.
- Coordinated with sales and marketing teams to promote hotel services, special offers, and events to potential customers.
- Enhanced revenue and gross profits by eliminating waste and maximizing customer satisfaction.
- Built relationships with customers to encourage repeat business.
- Assisted customers with returns, refunds and resolving transaction issues
- Facilitated communication between VIP guests and hotel management to ensure all needs were met during their stay. Escort them accordingly.
Duty Manager
Berjaya Group -Colmar Tropicale Berjaya Hills.
Bukit Tinggi, Pahang
04.2022 - 01.2024
- Monitor daily Manager Log Book on pending task.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Emails checking on guest enquiries and complaints or any special attention guest.
- Coordinated staff schedules efficiently to maintain appropriate staffing levels during peak periods while avoiding overtime costs.
- Weekly room assignments basic on guest bookings and special request.
- Managed guest reservations accurately, optimizing room allocation to maximize revenue opportunities.
- Follow up on guest review or complain.
- Guaranteed timely check-ins and check-outs by implementing efficient front desk processes and procedures.
- Group arrivals arrangements for a week in advance.
- Update on upcoming events and promotions.
- Handling staff monthly duty roster.
- Night Shift: Run Night Audit and prepare Daily Management Report.
- Provided personalized attention to VIP guests, ensuring their needs were met beyond expectations during their stay at the hotel.
Guest Service Manager
Klana Resort Seremban
Seremban, Negeri Sembilan, Malaysia
01.2021 - 09.2021
- Monitor daily Manager Log Book on pending task.
- Daily and Monthly forecast revenue.
- Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
- Reviewed daily bookings, preparing guest rooms prior to arrival.
- Prepare Daily Management Report on daily sales and room forecast.
- Oversaw lobby operations and concierge services.
- Handling PUS arrival and departure. (Person Under Surveillance)
- Established strong rapport with VIP guests by providing personalized attention and anticipating their needs throughout their stay.
- Optimized energy use during low occupancy periods, contributing to cost savings without compromising guest comfort.
Reservation Supervisor
Plaza Premium Group - Aerotel Kuala Lumpur KLIA 2
Sepang, Selangor, Malaysia
01.2020 - 07.2020
- Daily, Weekly and Monthly monitor on room allotments.
- Enhanced guest satisfaction by efficiently managing reservations and addressing inquiries promptly.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Worked closely with front desk to achieve full occupancy of property.
- Responds email and phone calls enquiries about Lounge, Hotel and other product offered.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Conducted follow-up calls to ensure customer satisfaction and gather feedback for service improvement.
- Train interns on the work flow of Reservation.
- Night Shift Task: Daily closure all OTA billings.
Senior Customer Service Officer
Plaza Premium Group - Aerotel KLIA 2 (Pre Opening)
Sepang, Selangor, Malaysia
11.2017 - 12.2019
- Monitor daily and weekly room bookings.
- Assisted call-in customers with questions and orders.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Handle guest complaints.
- Handle opening and closing lounge.
- Checking daily stock usage.
- Luggage's checking on daily basis.
- Handle on Meet and Greet Service and VIP arrivals.
- Handle hotel Night Audit.
Front Office Assistant
Berjaya Hills - Colmar Tropicale Resort
Bukit Tinggi
05.2017 - 10.2017
- Handling guest arrivals and departures.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collected room deposits, fees, and payments
- Daily cashier closing.
- Answered multi-line phone system and enthusiastically greeted callers.
- Collected room deposits, fees, and payments.
- Supported office productivity by maintaining a clean and organized reception area for clients and visitors.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Enhanced customer satisfaction by efficiently managing front desk operations and addressing guest inquiries.
- Night shift - Daily checking on guest billing and ledger.
- Work closely with Night manager or Duty Manager on audit.
Front Office Assistant
Concorde Inn KLIA
Sepang, Selangor, Malaysia
06.2014 - 12.2016
- Handling guest arrivals and departures.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collected room deposits, fees, and payments
- Daily cashier closing.
- Answered multi-line phone system and enthusiastically greeted callers.
- Collected room deposits, fees, and payments.
- Supported office productivity by maintaining a clean and organized reception area for clients and visitors.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Enhanced customer satisfaction by efficiently managing front desk operations and addressing guest inquiries.
- Handled financial transactions accurately by processing payments, issuing receipts, and maintaining detailed records of all transactions.
- Night shift - Daily checking on guest billing and ledger.
- Work closely with Night manager or Duty Manager on audit.
Education
Certified Hospitality Manager - CHM
AHLEI -American Hotel & Lodge Education Institute
Selangor02-2024
Diploma - Hotel Management
Kuala Lumpur Metropolitan University College (KLMUC)
Kuala Lumpur, Malaysia 01.2014 - 12.2016
Certificate - Certificate in English Communication
Seafield International College
Subang Jaya, Selangor, Malaysia12-2011
Sijil Pelajaraan Malaysia (SPM) - undefined
Sekolah Menengah Kebangsaan Hutan Melintang
01.2008 - 12.2008
Skills
Team Building
Problem Solving
Decision Making
Microsoft Office
Excel
Complaint handling
Guest relations management
Financial reporting
Staff training and development
Personal Information
- Date of Birth: 15/04/1991
- Gender: Male
- Nationality: Malaysian
- Marital Status: Single
Achievements And Awards
- The Best Employee of The Year 2018 - Silver Star Award of Plaza Premium Group of Aerotel KLIA 2
- The Best Front of The House Year 2016
Interests
Mr Azrul Rais (Assistant Lounge Operation Manager of Plaza Premium Lounge KLIA / KLIA2) - 014 9920155
Mr Sivaneswaran (Accounts Manager of Concorde Inn KLIA) - 012 4899661
Timeline
Assistant Front Office Manager
Berjaya Group - Berjaya WaterFront Hotel Johor Bahru
02.2024 - Current
Duty Manager
Berjaya Group -Colmar Tropicale Berjaya Hills.
04.2022 - 01.2024
Guest Service Manager
Klana Resort Seremban
01.2021 - 09.2021
Reservation Supervisor
Plaza Premium Group - Aerotel Kuala Lumpur KLIA 2
01.2020 - 07.2020
Senior Customer Service Officer
Plaza Premium Group - Aerotel KLIA 2 (Pre Opening)
11.2017 - 12.2019
Front Office Assistant
Berjaya Hills - Colmar Tropicale Resort
05.2017 - 10.2017
Front Office Assistant
Concorde Inn KLIA
06.2014 - 12.2016
Diploma - Hotel Management
Kuala Lumpur Metropolitan University College (KLMUC)
01.2014 - 12.2016
Sijil Pelajaraan Malaysia (SPM) - undefined
Sekolah Menengah Kebangsaan Hutan Melintang
01.2008 - 12.2008
Certified Hospitality Manager - CHM
AHLEI -American Hotel & Lodge Education Institute
Certificate - Certificate in English Communication
Seafield International College