Summary
Overview
Work History
Education
Skills
Additional Information
Languages
Timeline
Generic

Shukrika Khairin Ibrahim

Front Office Manager
Seremban

Summary

Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.

Overview

16
16
years of professional experience
4
4
years of post-secondary education

Work History

Front Office Manager

Mines Beach Resort
11.2023 - Current
  • Manage and oversees the overall operations and smooth running of room divisions areas in general and mainly the Front Office Department.
  • Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
  • Implemented staff training programs, improving employee performance and team cohesion.
  • Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
  • Managed daily room inventory to maximize occupancy rates and revenue generation.
  • Monitored customer service trends and provided insights to management team for further improvement.
  • Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
  • Coached employees through day-to-day work and complex problems.
  • Analyzed performance metrics to identify areas of improvement in front office operations, implementing changes for better efficiency.
  • Assisted sales department in upselling hotel services, increasing revenue through upgrades and add-on packages.
  • Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.

Assistant Manager

Tune Hotel KLIA-KLIA2
10.2021 - 10.2023
  • Ensure the hotel daily operation running smoothly mainly the Front Office Department and in generally the rooms division areas.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Collaborated with the management team to develop strategic plans for business growth and improvement.

Assistant Front Office Manager

Mutiara Hotel Johor Bahru
08.2018 - 06.2021
  • Manage and oversees the overall operations and ensure smooth running all areas in the Front Office Department.
  • Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
  • Balanced daily cash transactions, accurately maintaining financial records for the front office department.
  • Improved team performance by providing regular training on customer service techniques and hotel policies.
  • Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.

Front Office Manager

Damas Suites & Residences Kuala Lumpur
04.2015 - 02.2018
  • Manage and oversees the overall operations and smooth running all areas of the Front Office Department.
  • Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
  • Implemented staff training programs, improving employee performance and team cohesion.
  • Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
  • Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
  • Managed daily room inventory to maximize occupancy rates and revenue generation.
  • Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.

Assistant Front Office Manager (Acting FOM)

The Taaras Beach & Spa Resort
07.2014 - 04.2015
  • Assume the full responsibility of the Assistant Front Office Manager and assist the Front Office Manager in all areas of the department.
  • Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
  • Coordinated with sales and marketing teams to promote hotel services, special offers, and events to potential customers.
  • Streamlined check-in and check-out processes for a smoother guest experience.
  • Managed room inventory to optimize revenue opportunities during high-demand periods.

Front of House Manager

Aquaria KLCC
01.2014 - 06.2014
  • Manage day to day operation of the park and ticketing
  • Ensuring the quality and standard of services provided by the front of house associates is up to the company requirement and consistently delivered at the highest level.
  • Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
  • Managed day-to-day FOH operations to drive quality, standards, and meet customer expectations.
  • Developed and maintained relationships with vendors and other business partners to establish trust and build rapport.
  • Resolved guests complaints while maintaining positive customer environment.
  • Developed and implemented marketing initiatives to increase sales and revenue.
  • Analyzed customer feedback and implemented strategies to improve customer satisfaction.
  • Utilized upselling techniques to maximize revenue and increase customer satisfaction.
  • Maintained high standards of cleanliness and organization throughout the establishment, ensuring compliance with health codes and regulations.
  • Managed cash handling procedures, reconciling daily sales reports, and maintaining accurate records for financial reporting purposes.
  • Coordinated special events, including private parties and corporate functions, tailoring menus and décor to meet client needs while maximizing profits.
  • Acted as the main point of contact for guest inquiries, addressing concerns promptly and professionally while maintaining a positive rapport with clientele.

Rooms Division Manager

Seri Chenang Resort & Spa Langlawi - Kuah
05.2012 - 12.2013
  • Manage/Oversee all aspects of Front Desk, Housekeeping and Maintenance operations.
  • Enhanced communication between departments by holding regular cross-functional meetings to discuss operational challenges and improvements.
  • Inspected rooms for damages and sufficient housekeeping practices.
  • Coordinated with maintenance team to ensure timely repairs and preventive maintenance schedules in all guestrooms and public areas.
  • Reviewed housekeeping supply charts and inventories.
  • Implemented safety protocols within the division, ensuring adherence to industry regulations and maintaining a safe environment for both guests and staff.
  • Upheld high standards for customer service and led by example.
  • Enhanced customer experience with thorough training of front office, housekeeping, and concierge teams.
  • Reduced operational costs through strategic vendor negotiations and optimizing inventory management processes.
  • Optimized room occupancy rates through proactive analysis of booking trends and adjusting pricing strategies accordingly.
  • Collaborated with finance department to manage budgets, analyze performance metrics, and implement cost-saving measures.
  • Boosted revenue generation by collaborating with sales and marketing teams to develop effective promotions.
  • Implemented best practices for energy conservation within the division, reducing overall utility expenses.
  • Created and managed accurate occupancy forecasts and budgets.
  • Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.

Assistant Chief Concierge

The Club Saujana Resort - Subang Jaya
06.2008 - 04.2012
  • Ensure hotel guests are satisfied and happy with the environment and services
  • Supervise and monitor all staff in the department.
  • Identified areas of personnel deficiency and took necessary action for correction.
  • Served as a key liaison between senior leadership and frontline staff, facilitating open communication channels throughout the organization.
  • Collaborated with other departments to ensure seamless communication and coordination across organizational functions.
  • Mentored junior staff members, providing guidance on career progression opportunities within the organization.
  • Established team priorities, maintained schedules and monitored performance.
  • Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
  • Maximized guest satisfaction by promptly addressing concerns and resolving issues.
  • Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
  • Coordinated transportation arrangements for guests, ensuring timely arrivals and departures.
  • Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
  • Maintained detailed knowledge of local attractions, events, and services to better assist guests in making informed decisions.
  • Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
  • Developed relationships with local businesses to secure discounts and special offers for guests.
  • Created and maintained comprehensive database of local attractions and restaurants to assist personnel in recommending guest entertainment.
  • Collaborated with other hotel staff to create seamless guest experiences from check-in to checkout.

Education

Associate of Science - Information Technology

University Tun Abdul Razak
05.1998 - 05.2001

GED -

Institut Teknologi Tun Abdul Razak
05.1998 - 05.1998

O-level in Cert. of Basic Engineering - undefined

Technical Junior College
01.1996 - 05.1997

Skills

    Property Management Systems

    Staff Training and Development

    Point of Sales

    Complaint Handling

    Guest Relations

    Operations Management

    Policy and procedure modification

    Administrative Skills

    Staff Management

    Customer Service

    Inventory

    Team Management

Additional Information

I was born in Wales and allowed to work in UK

Languages

Malay
English

Timeline

Front Office Manager

Mines Beach Resort
11.2023 - Current

Assistant Manager

Tune Hotel KLIA-KLIA2
10.2021 - 10.2023

Assistant Front Office Manager

Mutiara Hotel Johor Bahru
08.2018 - 06.2021

Front Office Manager

Damas Suites & Residences Kuala Lumpur
04.2015 - 02.2018

Assistant Front Office Manager (Acting FOM)

The Taaras Beach & Spa Resort
07.2014 - 04.2015

Front of House Manager

Aquaria KLCC
01.2014 - 06.2014

Rooms Division Manager

Seri Chenang Resort & Spa Langlawi - Kuah
05.2012 - 12.2013

Assistant Chief Concierge

The Club Saujana Resort - Subang Jaya
06.2008 - 04.2012

Associate of Science - Information Technology

University Tun Abdul Razak
05.1998 - 05.2001

GED -

Institut Teknologi Tun Abdul Razak
05.1998 - 05.1998

O-level in Cert. of Basic Engineering - undefined

Technical Junior College
01.1996 - 05.1997

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Shukrika Khairin IbrahimFront Office Manager