Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Additional Information
Timeline
Generic

SINGAM GUNASINGAM

Assistant Manager Front Office
Taman Pertama,AULONG

Summary

Proficient, detailed Assistant with proven experience in front office operations. Strongly knowledgeable of multi-line phone systems, guest receiving protocols, and office software applications. Adept at ordering supplies, maintaining inventory, and presenting polished, friendly public atmosphere.

Smoothly oversee front offices with strong leadership and team management abilities focused on delivering unparalleled support to staff and customers. Collaborate with team members to direct efficient operations based on trust and open communication. Performance-oriented and well-organized manager with in-depth understanding of financial and operational processes. Conscientious Front Office Manager with expertise in operational administration demonstrated over 25 years of experience. Focused and detail-oriented with strong knowledge of accounting best practices for reconciliation and reporting. Well-versed in prioritizing projects and leading staff initiatives to optimize performance.

Overview

13
13
years of professional experience
3
3
years of post-secondary education
12
12
Certifications
4
4
Languages

Work History

Hotel Supervisor

Pearl Inn Apartment Taiping Perak, Pearl Inn Taiping
  • Fresh/Entry Level Specialization: Customer Service Industry.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates
  • Booked large groups for weddings, seminars, conferences and other events, providing best available room rates
  • Provided exceptional service and assistance to guests upon check-in
  • Greeted and assisted guests by gathering information pertaining to reservations or requests
  • Promoted hotel brand by incorporating program, resulting in increase in new business
  • Oversaw day-to-day operations of brand new, -room hotel with staff and employees
  • Offered appropriate reservation options based on expected attendees when coordinating events
  • Provided services efficiently and with high level of accuracy
  • Hired and trained new employees, demonstrating best methods for serving clients and guests

Assistant Manager

Tanjung Rhu Resort Langkawi
  • Kedah (Managed by Ariana International, Fresh/Entry Level Specialization: Customer Service.
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies
  • Strengthened merchandising and promotional strategies to drive customer engagement and boost sales
  • Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs
  • Reduced financial discrepancies by monitoring credit card sales and deposits
  • Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences
  • Helped with planning schedules and delegating assignments to meet coverage and service demands
  • Planned team-building exercises to increase employee performance and job satisfaction
  • Monitored security and handled incidents calmly
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service
  • Set and enforced policies focused on increasing team productivity and strengthening operational efficiency
  • Achieved recognition for contribution to store success by optimizing sales
  • Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies

Asst.Manager

ARMADA HOTEL PETALING JAYA
  • Fresh/Entry Level Specialization: Customer Service Industry : Hotel.
  • Handled calls per to address customer inquiries and concerns
  • Resolved problems, improved operations and provided exceptional service
  • Adhered to social distancing protocols and wore mask or face shield
  • Eliminated downtime and maximized revenue by providing top project quality control
  • Actively listened to customers' requests, confirming full understanding before addressing concerns
  • Resolved conflicts and negotiated mutually beneficial agreements between parties
  • Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
  • Successfully maintain clean, valid driver's license and access to reliable transportation
  • Participated in team-building activities to enhance working relationships
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment
  • Collaborated with [department or management] to achieve [result]

Business Listing Advisor

Symphony BPO Solutions Sdn Bhd
  • Fresh/Entry Level Specialization: Customer Service.

Guest Experience Officer

The Le Meridien Hotel
Kuala Lumpur
  • Used critical thinking to break down problems, evaluate solutions and make decisions
  • Increased customer satisfaction by resolving [product or service] issues
  • Maintained energy and enthusiasm in fast-paced environment
  • Demonstrated respect, friendliness and willingness to help wherever needed
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
  • Served customers and followed outlined steps of service
  • Exceeded goals through effective task prioritization and great work ethic
  • Developed and maintained courteous and effective working relationships
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment
  • Actively listened to customers' requests, confirming full understanding before addressing concerns
  • Offered friendly and efficient service to customers, handled challenging situations with ease

Senior Front Office Executive

The Federal Hotel
Kuala Lumpur
  • Fresh/Entry Level Specialization : Customer Services.

Front Office

Resort & Hotel Industry
04.2021 - 05.2021
  • Operational Duties and Responsibilities.
  • Reporting to Hotel Manager and Hotel Owner -Monitoring Incoming Reservations Online Booking/FIT/Tvl Agt Booking/VIP booking on daily basic.
  • Promoting Hotel Rooms Promotions & Restaurant promotions to incoming guest.
  • Inspecting and performing Room Inspections on random basis -Checking overall Hotel Cleanliness, defects and further gathering feedbacks from hotel guest about thier stay.
  • Monitoring Room availability on daily Basis - Assisting all Dept Heads where required for smooth Hotel Operations.
  • Checking on staff adherence and discipline to work and scheduling staff roster on monthly basis -Experience in (Hotel Software), Hotel Wing Card System, Hotel Doorlock, and further other system related to hotel.
  • Performing weekly Training for staff on areas of improvement EXPERIENCES GAINED: -Handle overall Hotel Operations professionally -Learned to preparing Daily reports and handling different guest complaint and incident professional.
  • Able to work independently -Learn to take responsibilities when required -Learn work in a Team -Able to multitask when performing duties and responsibilities.
  • Improving on speaking English thru answering customer reponse, report writting, email communications.
  • Able to take additional responsibilities when required by Hotel Manager & Hotel Owner from time to time.
  • REASON FOR LEAVING: Company Terminated my Employment Services due to the COVID 19 Pendamic and LOCKDOWN EMCO 3.0 unable to sustain.

Front Office

Resort & Hotel Industry
02.2020 - 09.2020
  • Operational Duties and Responsibilities.
  • Reporting to Guest Communication Manager and Resort Manager further CEO -Monitoring Incoming Reservations Online Booking/FIT/Tvl Agt Booking/VIP booking on daily basic.
  • Promoting Hotel Rooms Promotions & F & B promotions to incoming guest.
  • Inspecting and performing Room Inspections on random basis -Checking overall Hotel Cleanliness, defects and further gathering feedbacks from hotel guest about thier stay.
  • Monitoring Room availability on daily Basis - Assisting all Dept Heads where required for smooth Hotel Operations.
  • Checking on staff adherence and discipline to work and scheduling staff roster on monthly basis -Experience in Guest Centrics (Hotel Software), Hotel Wing Card System, Hotel Doorlock and Elsafe, and further latest system was Roomie App for guest service experience.
  • Performing weekly Training for staff on areas of improvement.
  • EXPERIENCES GAINED, -Handle overall Hotel Operations professionally -Learned to preparing Daily reports and handling different guest complaint and incident professional.
  • Able to work independently -Learn to take responsibilities when required -Learn work in a Team -Able to multitask when performing duties and responsibilities.
  • Improving on speaking English thru answering customer reponse, report writting, email communications.
  • Able to take additional responsibilities when required by Guest Communication Manager & Resort Manager and CEO from time to time.
  • REASON FOR LEAVING: Left Due to dad’s health was not good and looking for someone to take of dad.

Senior Operations Executive

EDISIJUTA PARKING SDN BHD, Parking
04.2016 - 12.2018
  • Fresh/Entry Level Specialization: Customer Service Industry : Building &, RESPONSIBILITIES: - Handling overal Parking Operations Operational Duties and Reponsibilities.
  • Reporting and Assisting Operations Manager and General Manager in managing the parking - To collect, sort and count cash collection daily at the Automated Paying Machines( APS) -Preparing and assist in preparation of daily car park collection Reports -Process Car park Transaction such as new Season applications, Termination, Season card replacement, Lost tickets and clamping.
  • Adhere to Company and car park policies and procedure -Monitoring CCTV and answering /attending to customer complaint and problems -Ensure quality and standards are adhered to in all car park operational activities -Assist in preparation and upkeep/filling of reports for the pertaining to car parking operational activities -Ensure smooth and uninterrupted traffic flow in the car park -Conform to actively commit and promote Edisijuta Parking Customer Service Standards both internal and external “customer” when using any communication media including telephone, email and face to face.
  • To fill cash in the APS -To carry out Faithful and diligent duties that may the assigned by the Parking Management.
  • EXPERIENCES GAINED: -Handle overall Parking Operations professionally -Learned to preparing Daily reports and handling different customer complaint and incident proffessional.
  • Able to work independently -Learn to take responsibilities when required -Learn work in a Team -Able to multitask when performing duties and responsibilities.
  • Improving on speaking English thru reporting writing -Able to take addictional responsibilities when required by Operations Manager & General Manager from time to time.
  • REASON FOR LEAVING: Left Due to dad’s health was not good and looking for someone to take of dad.

Customer Support Specialist

AGODA INTERNATIONAL
07.2012 - 07.2013
  • Fresh/Entry Level Specialization: Customer Service Industry : Call, RESPONSIBILITIES: -Answering and making outbound calls promptly with correct “greeting” based on Script Provided -Providing Support to all Agoda clients that makes online hotel bookings via agoda.com.
  • Trained on Agoda PRODUCT and Projects Deployment Services, POLICY AND PROCEDURES- (ASIA PACIFIC REGION) System Interface and Information System (SYSTEM & AVAYA) -Learned to Assist Agoda customers on providing further information on the support needed with internal and external enquiries by referring.
  • Making calls to agoda Customers worldwide providing additional assistance offering alternative hotel accommodation and options.
  • Handling Agoda Customer internal and external complaints and queries.
  • Performing daily escalation and solving of reports EXPERIENCES GAINED: -Handle Incoming and outgoing calls professionally -Learned to prepare handle Escallations calls.
  • Able to work independently -Learn to take responsibilities when required -Learn work in a Team -Able to multitask when performing duties and responsibilities.
  • Improving on speaking English thru call monitoring -Able to take addictional responsibilities when required by Team Leader or Manager from time to time.
  • REASON FOR LEAVING: due to Full-time project relocation to another country unable to accept offer due to family in Kuala Lumpur.

Front Office

09.2013 - 04.2013
  • Operational Duties and Reponsibilities.
  • Reporting to Front Office Manager and General Manager -Monitoring Incoming Reservations Online Booking/FIT/Tvl Agt Booking/VIP booking on daily basic.
  • Promoting Hotel Rooms Promotions & F & B promotions to incoming guest.
  • Inspecting and performing Room Inspections on random basis -Checking overall Hotel Cleanliness, defects and further gathering feedbacks from hotel guest about thier stay.
  • Monitoring Room availability on daily Basis - Assisting all Dept Heads where required for smooth Hotel Operations.
  • Checking on staff adherance and disipline to work and scheduling staff roster on monthly basis -Performing weekly Training for staff on areas of improvement.
  • EXPERIENCES GAINED: -Handle overall Hotel Operations professionally -Learned to preparing Daily reports and handling different guest complaint and incident proffessional.
  • Able to work independently -Learn to take responsibilities when required -Learn work in a Team -Able to multitask when performing duties and responsibilities.
  • Improving on speaking English thru answering customer reponse, report writting, email communications.
  • Able to take addictional responsibilities when required by Front Office Manager & General Manager from time to time.
  • REASON FOR LEAVING: Better opportunities being offered by another company.

Customer Feedback Consultant

Symphony BPO Solutions Sdn Bhd
04.2010 - 04.2012
  • Fresh/Entry Level Specialization: Customer Service Industry : IT Industry, RESPONSIBILITIES: -Making outbound calls promptly with correct “greeting” based on Script Provided -Getting DELL Customers Satisfaction Feedback on DELL PRODUCTS and Services performance.
  • Trained on DELL PRODUCT and Projects Deployment Services, POLICY AND PROCEDURES- (ASIA PACIFIC REGION) System Interface and Information System –(TELESALES SYSTEM & AVAYA) -Learned to Assist DELL customers on providing further information on the support needed technically with internal and external software issue by referring them to DELL Customer Support.
  • Making calls to All Dell Customers from ASIA PACIFIC REGION (Australia, New Zealand, India, Malaysia, and Singapore) -Handling DELL Customer complaints and queries.
  • Performing daily escalation and solving of reports EXPERIENCES GAINED: -Handle outgoing calls professionally -Learned to prepare handle Escallations calls.
  • Able to work independently -Learn to take responsibilities when required -Learn work in a Team -Able to multitask when performing duties and responsibilities.
  • Improving on speaking English thru call monitoring -Able to take addictional responsibilities when required by Team Leader or Manager from time to time.
  • REASON FOR LEAVING: due to Full-time project ceased operation.

Ticketing Agent Consultant, Customer Service

Symphony BPO Solutions Sdn Bhd, Tourism/Airlines Industry
04.2010 - 07.2011
  • Fresh/Entry Level Specialization:, Answering call promptly with correct “greeting” -Resolving client issues in timely manner towards maintaining SLA -Trained on TIGER AIRWAYS PRODUCT, POLICY AND PROCEDURES- (Singaporean Domestic and International Airlines) System Interface and Information System –(FLIGHTSPEED & SKYSPEED) -Learned to Assist passengers on providing further information on the Tiger Airways online booking system and further assisting them in their queries and issues.
  • Daily training on methods to rectify issues on passengers issues -Handling passengers complaints and queries.
  • Performing daily escalation and solving of reports -Able to communicate with Passengers from Australia, Singapore and all Tiger Airways routes.
  • Able to do group bookings as well and handle group queries.
  • Able to handle and solve passengers queries and issue in accordance to Tiger Airways T & C.
  • EXPERIENCES GAINED: -Handle incoming and outgoing calls professionally -Learned to prepare handle Escallations calls.
  • Able to work independently -Learn to take responsibilities when required -Learn work in a Team -Able to multitask when performing duties and responsibilities.
  • Improving on speaking English thru call monitoring -Able to take addictional responsibilities when required by Team Leader or Manager from time to time.
  • REASON FOR LEAVING: Was given the opportunity to try a different project by Operations Manager.

Customer Service Executive

BarterXchange (M) Sdn Bhd
12.2009 - 01.2010
  • Fresh/Entry Level Specialization : Customer Service Industry : E-commerce – Barter Trading, Answering call promptly with correct “greeting” -Resolving client issues in timely manner towards maintaining SLA -Trained on handling enquiries and solving customer issue in regards to Barter Trading as well as promoting new brand and products with system called (Barter Trading System and other related softwares).
  • Learned to Assist Barter Trading clients and customer on providing further information on the product and branding and further assisting them in their queries and issues.
  • Daily training on methods to rectify client and customer issues -Handling clients complaints and queries.
  • Performing daily escalation and solving of reports -Able to communicate with Members from all over Malaysia and Singapore.
  • EXPERIENCES GAINED: -Handle incoming and outgoing calls professionally -Learned to prepare reports.
  • Able to work independently -Learn to take responsibilities when required -Learn work in a Team -Able to multitask when performing duties and responsibilities.
  • Improving on speaking English thru Customer Service Manager REASON FOR LEAVING: Looking for a permanent position and not contractual based position.

Telecare Consultant

Tunstall (M) Sdn Bhd
11.2006 - 12.2009
  • Fresh/Entry Level Specialization : Customer Service Industry : Healthcare/Emergency Response, : -Creating and Updating client information -Programming alarm for client -Answering Incoming Alarm calls in a timely manner -Prepare daily reports -Assist in preparing conversation guideline in Tamil and English EXPERIENCES GAINED: -Handle calls professionally -Learned to prepare reports.
  • Improved on Communication and soft skills.
  • REASON FOR LEAVING: Company’s business decision to end Malaysia’s operation.
  • SCICOM (MSC) BERHAD (NOKIA PROJECT.

Customer Care Consultant

Maxis Communication (M) Sdn Bhd
09.2009 - 11.2009
  • Fresh/Entry Level Specialization : Customer Service Industry : Call Centre/Telecommunication, Answering call promptly with correct “greeting” -Resolving client issues in timely manner towards maintaining SLA -Trained on handling enquiries and solving customer issue in regards to network as well as promoting maxis brand and products with system called (KENEN, DEN and other related softwares).
  • Learned to Assist Maxis clients and customer on providing further information on the product and branding and further assisting them in their queries and issues.
  • Daily training on methods to rectify client and customer issues -Handling guest complaints and queries.
  • Performing daily escalation and solving of reports -Able to communicate with Members from all over Malaysia and Singapore.
  • EXPERIENCES GAINED: -Handle incoming and outgoing calls professionally -Learned to prepare reports.
  • Able to work independently -Learn to take responsibilities when required -Learn work in a Team -Able to multitask when performing duties and responsibilities.
  • Improving on speaking English thru call monitoring REASON FOR LEAVING: Looking for a permanent position and not contractual based position.

Membership Center Consultant, Call Centre

CARLSON MARKETING (M) Sdn Bhd, Membership
01.2009 - 09.2009
  • Fresh/Entry Level Specialization : Customer Service Industry :, /Airline, Answering call promptly with correct “greeting” -Resolving client issues in timely manner towards maintaining SLA -Trained on Membership Mileage- (Australian and New Zealand Domestic Airlines) System Interface and Information System –(CRANE) -Learned to Assist Velocity Members on providing further information on the membership program and further assisting them in their queries and issues.
  • Daily training on methods to rectify issues on Members issues -Handling guest complaints and queries.
  • Performing daily escalation and solving of reports -Able to communicate with Members from New Zealand, Australia, EXPERIENCES GAINED: -Handle incoming and outgoing calls professionally -Learned to prepare reports.
  • Able to work independently -Learn to take responsibilities when required -Learn work in a Team -Able to multitask when performing duties and responsibilities.
  • Improving on speaking English thru call monitoring REASON FOR LEAVING: Personel Reason – Family Attention.

Technical Support Executive

The Sofitel Palm Resort Johor Bahru
08.2005 - 10.2006
  • Fresh/Entry Level Specialization : Customer Services Industry : Call Center / IT-Enabled Services / BPO, Answering call promptly with correct “greeting” -Resolving client issues in timely manner towards maintaining SLA -Trained on Nokia System Interface and Information System -Learned to Assist Nokia users on technical support for nokia products.
  • Daily training on methods to rectify issues on Nokia Products -Handling guest complaints and queries.
  • Performing daily escalation and solving of reports -Able to communicate with users from New Zealand, Australia, Singapore and Malaysia.
  • Trained to multitask when performing duties and responsibilities.
  • Performing additional duties and responsibilities from time to time by head of Department EXPERIENCES GAINED: -Handle incoming and outgoing calls professionally -Learned to prepare reports.
  • Able to work independently -Learn to take responsibilities when required -Learn work in a Team -Able to multitask when performing duties and responsibilities.
  • Improving on speaking English thru call monitoring REASON FOR LEAVING: Better offer and Career advancement prospects.

Guest Services Officer

Hotel and Tourism
01.2005 - 04.2005
  • Fresh/Entry Level Specialization : Customer Services Industry :, Trained on hotel software (Hotel software – IFCA) -Learned to check in and check out guest.
  • Handling group/airline/vip/ check in and out.
  • Handling guest complaints and queries.
  • Performing Operators and reservations operation -Trained to multitask on other departmental duties and responsibilities.
  • EXPERIENCES GAINED: -Handle incoming and outgoing calls professionally -Learned to prepare reports.
  • Able to work independently -Learn to take additional responsibilities when required -Learn to work in a Team -Able to multitask when performing duties and responsibilities.
  • REASON FOR LEAVING: Personel reason- Family Attention.

Entry

Hotel and Tourism
09.2004 - 01.2005
  • Level Specialization : Customer Services, Trained on hotel software (Hotel software – OPERA) -Learned to check in and check out guest.
  • Handling group/airline/vip/ check in and out.
  • Handling guest complaints and queries.
  • Performing Operators and reservations operation -Trained to multitask on other departmental duties and responsibilities.
  • EXPERIENCES GAINED: -Handle incoming and outgoing calls professionally -Learned to prepare reports.
  • Able to work independently -Learn to take additional responsibilities when required -Learn to work in a Team -Able to multitask when performing duties and responsibilities.
  • REASON FOR LEAVING: Personel reason- Family Attention.

Education

Bachelor - Business, Tourism and Hospitality Management

University of Southern Cross
University Of Southern Cross New South Wales Austr
01.1997 - 01.1998

Some College (No Degree) - Travel and Tourism Management

Strategic Business School
Bangsaru Utama , Kuala Lumpur Malaysia
01.1994 - 07.1996

Skills

Advanced - Highly experienced; Intermediate - Familiar with all the basic functionalities; Beginner - Just started using or learning the skill)undefined

Certification

-Strategic Business School – Tour Operations Group Member

Affiliations

UNESCO National Association Of Malaysia – Life Member -Counseling Club -Counselor in Secondary School -SUKOM NINETY EIGHT BHD – Volunteer 16th Commonwealth Games 1998 Kuala Lumpur Malaysia.

Additional Information

  • Willing to Travel : Yes Willing to Relocate : Yes Possess Own Transport : Yes

Timeline

Front Office

Resort & Hotel Industry
04.2021 - 05.2021

Front Office

Resort & Hotel Industry
02.2020 - 09.2020

Senior Operations Executive

EDISIJUTA PARKING SDN BHD, Parking
04.2016 - 12.2018

Front Office

09.2013 - 04.2013

Customer Support Specialist

AGODA INTERNATIONAL
07.2012 - 07.2013

Customer Feedback Consultant

Symphony BPO Solutions Sdn Bhd
04.2010 - 04.2012

Ticketing Agent Consultant, Customer Service

Symphony BPO Solutions Sdn Bhd, Tourism/Airlines Industry
04.2010 - 07.2011

Customer Service Executive

BarterXchange (M) Sdn Bhd
12.2009 - 01.2010

Customer Care Consultant

Maxis Communication (M) Sdn Bhd
09.2009 - 11.2009

Membership Center Consultant, Call Centre

CARLSON MARKETING (M) Sdn Bhd, Membership
01.2009 - 09.2009

Telecare Consultant

Tunstall (M) Sdn Bhd
11.2006 - 12.2009

Technical Support Executive

The Sofitel Palm Resort Johor Bahru
08.2005 - 10.2006

Guest Services Officer

Hotel and Tourism
01.2005 - 04.2005

Entry

Hotel and Tourism
09.2004 - 01.2005

Bachelor - Business, Tourism and Hospitality Management

University of Southern Cross
01.1997 - 01.1998

Some College (No Degree) - Travel and Tourism Management

Strategic Business School
01.1994 - 07.1996

Hotel Supervisor

Pearl Inn Apartment Taiping Perak, Pearl Inn Taiping

Assistant Manager

Tanjung Rhu Resort Langkawi

Asst.Manager

ARMADA HOTEL PETALING JAYA

Business Listing Advisor

Symphony BPO Solutions Sdn Bhd

Guest Experience Officer

The Le Meridien Hotel

Senior Front Office Executive

The Federal Hotel

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