Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Vasugi Govindasamy

Nurse Manager
Penang

Summary

Dynamic Front Desk Manager at Hospital Lam Wah Ee, recognized for enhancing guest satisfaction through exceptional customer service and effective problem-solving. Successfully streamlined check-in processes, reducing errors and increasing repeat business. Proven leadership in training staff and fostering teamwork, while maintaining compliance with safety and security procedures.

Overview

35
35
years of professional experience
1
1
Certification

Work History

Front Desk Manager

Hospital Lam Wah Ee
05.2022 - Current
  • Handled tasks and responsibilities for front office employees during periods of understaffing.
  • Maintained an organized workspace at the front desk, contributing to a professional atmosphere that welcomed guests upon arrival.
  • Resolved guest complaints by addressing issues with rooms promptly.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
  • Attended staff meetings and brought issues to attention of upper management.
  • Increased repeat business by providing exceptional service and promptly handling guest feedback.
  • Streamlined check-in and check-out processes for a smoother guest experience.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
  • Optimized room inventory management, resulting in reduced overbooking occurrences.
  • Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
  • Trained new staff on correct procedures, compliance requirements, and performance strategies.
  • Improved staff communication through regular meetings, leading to enhanced teamwork and overall efficiency.
  • Assisted guests with special requests, creating memorable experiences that encouraged positive reviews on social media platforms.
  • Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
  • Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
  • Enhanced guest satisfaction by efficiently addressing and resolving concerns during their stay.
  • Implemented policies and procedures to maintain compliance with brand standards and local regulations.
  • Managed front desk maintenance of client records and lab data.
  • Established strong rapport with returning guests while building new connections with first-time visitors.
  • Ensured data accuracy through regular audits of guest profiles.

Nurse Manager

Hospital Lam Wah
09.1996 - 04.2022
  • Coordinated and implemented in-service educational programs focusing on safety and adherence to protocols.
  • Collaborated with interdisciplinary teams to develop individualized care plans for patients with complex needs.
  • Conducted performance evaluations and provided constructive feedback to support professional growth of nursing staff members.
  • Evaluated skills of nursing personnel and verified staff certifications for validity.
  • Developed comprehensive training programs for new hires, ensuring quality care and consistency in nursing practices.
  • Monitored clinical outcomes closely, identifying areas for improvement and implementing corrective actions.
  • Ensured regulatory compliance by maintaining accurate records and staying up-to-date on industry standards.
  • Advocated for patients'' rights and ethical considerations in all aspects of care delivery.
  • Led staff meetings to keep team informed of departmental changes and provide opportunities for nurses to share ideas and concerns.
  • Streamlined nursing operations for increased efficiency by optimizing staff scheduling and resource allocation.
  • Fostered improvement in staff development, personnel training, and standards of patient care.
  • Promoted a culture of safety within the department, conducting regular risk assessments and addressing potential hazards promptly.
  • Championed continuous learning among staff members, organizing regular educational workshops and seminars.
  • Developed and implemented quality improvement initiatives to provide best possible patient care and identify and address areas of concern.
  • Established strong relationships with patients'' families, providing support and education throughout the treatment process.
  • Promoted professional development opportunities to encourage nurses to pursue continuous training.
  • Improved patient satisfaction scores by fostering a team-oriented environment among nursing staff.
  • Coordinated staffing resources during times of high patient acuity or census fluctuations to maintain optimal nurse-to-patient ratios.
  • Managed staff scheduling and time off to adequately staff nursing floors and allow nurses earned time off.
  • Supervised, directed, and motivated high-quality performance from nursing staff.
  • Reduced hospital readmission rates with proactive discharge planning and thorough patient education.
  • Trained new nurses in proper techniques, care standards, operational procedures, and safety protocols.
  • Implemented infection control measures, resulting in reduced incidence of hospital-acquired infections.
  • Oversaw infection control procedures to protect patients from infections and keep nursing departments compliant with state regulations.
  • Fostered open communication among nurses through regular team meetings, promoting collaboration and shared decisionmaking.
  • Served as a key point of contact between nursing staff, physicians, administration, and other healthcare professionals.
  • Established and continuously optimized unit schedules and individual work assignments.
  • Managed budgets and controlled costs, achieving financial targets without compromising patient care quality.
  • Worked at least 48 to 50 hours per month as floor nurse to maintain clinical proficiency.
  • Managed 45 nurses and nursing activities in 35-bed hospital by providing comprehensive nursing guidance and maintaining outstanding patient satisfaction and care standards.
  • Investigated and independently resolved complaints from staff, physicians, and patients by leveraging clinical judgment and unit management expertise.
  • Participated in evidence-based practice project implementation, nursing competency development and nursing simulation activities.
  • Collaborated with leadership to devise initiatives for improving nursing satisfaction, retention and morale.
  • Led teams in driving successful patient outcomes by prioritizing standard of care and best practices.
  • Investigated and resolved issues affecting hospital operations and patient care.
  • Documented treatments delivered, medications and IVs administered, discharge instructions, and follow-up care.
  • Promoted patient and family comfort during challenging recoveries to enhance healing and eliminate non-compliance problems.
  • Monitored patient reactions after administering medications and IV therapies.
  • Implemented care plans for patient treatment after assessing physician medical regimens.
  • Educated family members and caregivers on patient care instructions.
  • Managed patients recovering from medical or surgical procedures.
  • Performed triage on incoming patients and determined severity of injuries and illnesses.
  • Evaluated patient histories, complaints, and current symptoms.

Registered Staff Nurse, Medical-Surgical

Hospital Lam Wah Ee
09.1990 - 08.1996
  • Reduced medication errors by diligently administering and documenting medications for adult patients.
  • Demonstrated strong clinical judgment in managing complex cases with multiple comorbidities, resulting in improved health outcomes for patients.
  • Promoted patient safety through strict adherence to infection control protocols and proper wound management techniques.
  • Monitored patient vital signs to perform thorough condition assessments.
  • Performed emergency medical procedures such as BLS, ACLS and other condition stabilizing interventions.
  • Performed intravenous therapy procedures and monitored chest tubes.
  • Managed caseload of 32 patients simultaneously by providing bedside care, treatments, IV therapy, and wound care.
  • Started intravenous fluids, administered medications, and documented patient charts by recording food and fluid output and intake.
  • Administered medications and treatment to patients and monitored responses.
  • Managed patients' pain by implementing pharmacological and non-pharmacological pain management interventions.
  • Provided health education to patients and families regarding discharge instructions and plans of care.
  • Monitored hemodynamic variances to identify signs of life-threatening complications.
  • Provided skilled, timely and level-headed emergency response to critically-ill patients.
  • Explained course of care and medication side effects to patients and caregivers in easy-to-understand terms.
  • Recorded details regarding therapies to keep patient charts updated.
  • Observed and documented patient factors such as diets, physical activity levels, and behaviors to understand conditions and effectively modify treatment plans.
  • Conveyed treatment options, diagnosis information and home care techniques to patients and caregivers to continue care consistency.
  • Monitored patient reactions after administering medications and IV therapies.
  • Managed patients recovering from medical or surgical procedures.
  • Evaluated patient histories, complaints, and current symptoms.

Education

BSc Nursing (Hons) - Nursing Practice

Northumbria University
Kuala Lumpur, Malaysia
04.2001 -

Skills

Listening skills

Office meetings

Safety and security procedures

Problem-solving skills

Customer service

Problem-solving

Hospitality management

Time management

Guest relations

Customer service management

Leadership qualities

Verbal and written communication

Training and mentoring

Staff management

Telephone and email etiquette

Registration processing

Administrative skills

Staff supervision

Coaching and mentoring

English fluency

Personnel management

Conflict management

Complaint management

Certification

Post Basic Cert in Management

Timeline

Front Desk Manager

Hospital Lam Wah Ee
05.2022 - Current

Post Basic Cert in Management

07-2002

BSc Nursing (Hons) - Nursing Practice

Northumbria University
04.2001 -

Nurse Manager

Hospital Lam Wah
09.1996 - 04.2022

Registered Staff Nurse, Medical-Surgical

Hospital Lam Wah Ee
09.1990 - 08.1996

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Vasugi GovindasamyNurse Manager