Harijothei Nagiah
Executive Guest Service
Petaling Jaya,10
Summary
Guest experience professional with high standard for delivering exceptional service. Skilled in team collaboration, conflict resolution, and adapting to changing needs. Known for strong interpersonal skills, reliability, and focus on achieving results. Adept at training staff, managing guest relations, and enhancing overall guest satisfaction.
Overview
22
22
years of professional experience
8
8
years of post-secondary education
4
4
Languages
Work History
Executive Guest Service
Pan Pacific Hotel Group
10.2023 - Current
- Manage Trust You - Guest reviews on behalf General Manager
- Handle Guest Complaints
- Established long-term client relationships through consistent delivery of high-quality products and services.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
- Mentored junior staff members for accelerated career growth, developing future leaders within the organization.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Improved marketing to attract new customers and promote business.
- Maintained professional, organized, and safe environment for employees and patrons.
- Improved safety procedures to create safe working conditions for workers.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Developed and executed marketing strategies that effectively communicated brand values, increasing brand recognition.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Guest Service Supervisor
Sofitel Kuala Lumpur Damansara
12.2019 - 10.2023
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Supervises and delegates duties to team members
- Supervises all sections and improvements in operation where she/he finds opportunities to develop service standard.
- Plans and organizes departmental periodical training sessions for staff of courtesy, efficiency and job knowledge (especially for new staff).
- Keeps knowledge/information of any change in hotel policy and procedure and enforce them.
- Liaise closely with Housekeeping to ensure that optimum number of rooms are available and all incoming guests requirements are met
- Upsell champion
- Blocks rooms for arrival. Requests and personally checks them prior to arrival of guests.
- Personally welcomes guests and allocates rooms and coordinates with supervisor for proper follow up.
- Makes sure that the service of front office host team and G.E.M. is prompt and attentive at all times
- Personally resolves any problem a guest may face during his stay in the hotel or endeavors to provide the maximum service possible always with a margin for flexibility.
- Meets on a daily basis with all team members in the department in order to convey information and to discuss technical queries and to solve any problems employees may encounter.
- Communicate to management concerned, movement of guests and guest comments.
- Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecast, reports and tracking logs
- Maintains key control
- In charge of guest service call center department Hired, trained and managed team of 25 Guest Services Representatives successfully
City Operation Manager
Harilela Hospitality Pte Ltd
12.2016 - 11.2019
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off. Interviewed and hired strong candidates for team openings, using newspapers, job boards and social media to find applicants.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Coordinated leadership workshops to educate team members on best practices to optimize productivity.
- Appraised inventory levels every Time frame and ordered new merchandise to keep quantities well-stocked.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
Assistant Reservations Manager
K Hotels By Lexis
01.2015 - 11.2016
- Managed online booking inquiries and assisted guests and travel
- partners with questions throughout entire booking cycle.
- Prepared customer invoices, accepted payments and processed refund and cancellation requests.
- Worked closely with front desk to achieve full occupancy of property. Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities. Handled reservations and answered questions from interested patrons for busy number room hotel.
- Directed training and retraining of employees to boost performance and enhance business results.
- Cultivated positive rapport with fellow employees to boost company
Duty Manager
Renaissance Hotel
02.2013 - 12.2014
- Investigated complaints and addressed to all departments concerned and respond to guest with an appropriate explanation and apology Oversaw the general upkeep of all areas around the hotel, as well as personal safety of guests and staff
- Responsible in maintaining a constant, visible physical presence in public areas Coordinate with Front Office and Club Floor on VIP arrivals, walk-ins, groups and guests with special requests, relocating guests during full house situations
- Responsible for the utilization of the grand master and emergency keys while on duty
- Investigated all guest and employees accidents and report the circumstances to management.
- Charged during emergency until the General Manager and Resident Manager arrives.
- Directly supervised the Front Office department.
Assistant Hotel Manager
Hotel 1915
11.2011 - 12.2012
- Provided exceptional service and assistance to guests upon check-in.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Increased customer service ratings through personable service.
- Established internal databases and record management systems to enhance accuracy and integrity of documentation and data.
- Booked large groups for weddings, seminars, conferences and other events, providing best available room rates.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Carried out day-day-day duties accurately and efficiently conduct and attendance reliability.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Supervised site investigations, reported issues and escalated those that required further assistance.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Developed and implemented useful strategies to increase sales and customer satisfaction
- Established team priorities, maintained schedules and monitored performance
- Defined clear targets and objectives and communicated to other team members
- Identified and communicated customer needs to supply chain capacity and quality teams
- Evaluated employee performance and conveyed constructive feedback to improve skills
- Leveraged data and analytics to make informed decisions and drive business improvements
Reservation Supervisor
Pan Pacific Hotel Group- Singapore
10.2009 - 02.2012
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Provided customers with information about availability and pricing. Resolved various issues and discrepancies for customers.
- Handled billing information over phone.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Prepared customer invoices, accepted payments and processed refund and cancellation requests.
- Worked closely with front desk to achieve full occupancy of property.
- Maintained awareness of types of rooms available in different resort locations.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Oversaw day-to-day operations of [Number]-room hotel with staff of [Number] employees.
Duty Manager
Crown Plaza Hotel
02.2003 - 11.2011
- Responded to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism.
- Initiated plans to improve customer relations, quality standards and service efficiency.
- Handled employee-related issues to improve performance, professional
- Makes sure that the service of front office host team and G.E.M. is prompt and attentive at all times
- Personally resolves any problem a guest may face during his stay in the hotel or endeavors to provide the maximum service possible always with a margin for flexibility.
- Meets on a daily basis with all team members in the department in order to convey information and to discuss technical queries and to solve any problems employees may encounter.
- Communicate to management concerned, movement of guests and guest comments
Reservation Supervisor
Swissotel Merchant Court Singapore
12.2005 - 09.2009
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
- Maintained awareness of types of rooms available in different resort locations.
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Worked closely with front desk to achieve full occupancy of property.
- Prepared customer invoices, accepted payments and processed refund and cancellation requests.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
Education
Associate of Arts - Supervision
Legend School of Tourism
Kuala Lumpur, 14 06.2003 - 12.2006
Bachelor of Arts - WSQ Advanced Certificate in Hotel
Shatec
Singapore 11.2005 - 11.2009
Skills
OPERA
undefinedEducation
Singapore ,Kuala Lumpur
Contact
Malaysia 47301
Timeline
Executive Guest Service
Pan Pacific Hotel Group
10.2023 - Current
Guest Service Supervisor
Sofitel Kuala Lumpur Damansara
12.2019 - 10.2023
City Operation Manager
Harilela Hospitality Pte Ltd
12.2016 - 11.2019
Assistant Reservations Manager
K Hotels By Lexis
01.2015 - 11.2016
Duty Manager
Renaissance Hotel
02.2013 - 12.2014
Assistant Hotel Manager
Hotel 1915
11.2011 - 12.2012
Reservation Supervisor
Pan Pacific Hotel Group- Singapore
10.2009 - 02.2012
Reservation Supervisor
Swissotel Merchant Court Singapore
12.2005 - 09.2009
Bachelor of Arts - WSQ Advanced Certificate in Hotel
Shatec
11.2005 - 11.2009
Associate of Arts - Supervision
Legend School of Tourism
06.2003 - 12.2006
Duty Manager
Crown Plaza Hotel
02.2003 - 11.2011
Similar Profiles
Julie McQuarrieJulie McQuarrie
Restaurant & Bar Manager at Lancemore Hotel Werribee PAakRestaurant & Bar Manager at Lancemore Hotel Werribee PAak
Jun Hee ParkJun Hee Park
Guest Service Ambassador at Pan Pacific Hotel and GroupGuest Service Ambassador at Pan Pacific Hotel and Group
Putu WahyuningtyasPutu Wahyuningtyas
Food and Beverage Attendant at Pan Pacific HotelFood and Beverage Attendant at Pan Pacific Hotel