VENUS TEOH
Johor Bahru
Summary
Guest-focused Hospitality Professional with a strong background in enhancing satisfaction and operational efficiency. Skilled in problem-solving and adapting to diverse environments, ensuring effective front desk operations. Drives teamwork and business objectives while creating a welcoming atmosphere and promptly addressing customer inquiries.
Overview
9
9
years of professional experience
Work History
Admin clerk
DSpace Innovations Sdn Bhd
Johor Bahru, Malaysia
06.2023 - 11.2025
- Managed daily office operations and administrative support for the department to maintain efficiency.
- Organised and maintained filing systems, ensuring accurate record-keeping for easy retrieval of documents.
- Handled telephone enquiries, providing prompt and courteous service to clients and stakeholders.
- Processed invoices, expense reports, and payments to support financial administration tasks.
- Administered payroll functions, including processing expenses and issuing payments to employees.
Guest Relation Executive
Capri by Fraser
Johor Bahru, Malaysia
06.2022 - 03.2023
- Greeted guests warmly upon arrival, providing a personalised check-in experience to promote satisfaction.
- Facilitated swift check-out processes, ensuring all charges are accurate and providing detailed explanations of invoices.
- Facilitated smooth and concise check ins, assigning rooms, issuing keys and providing information.
- Resolved guest complaints swiftly, employing problem-solving skills to maintain high levels of guest satisfaction.
Assistant Duty Manager
GBW HOTEL
01.2019 - 01.2020
- Handled guest complaints in the most effective manner possible and offered complimentary services for hardship cases.
- Prepared invoices for customers and delivered to rooms on the day of check-out to reduce wait times at the front desk.
- Mentored all new employees, demonstrating best methods for servicing clients and guests.
- Assisted guests at check-in, providing information on various services within the hotel.
- Managed team front desk agents, supervising personnel in issues resolution.
- Provided end-of-month audits of the hotel to upper management as required.
- Directed all day-to-day operations of the hotel to provide safe and a enjoyable guest experience.
- Motivated and encouraged team members to communicate more openly and constructively with each other.
Homestay Agent
RENT RADISE
01.2017 - 01.2019
- Handling incoming calls from travel agents and direct customers in an appropriate & professional manner.
- Providing all requested information including space availability, pricing, discounts and general information to callers while attempting to close all calls by utilizing techniques provided, credit card payment processing.
- Checking all homestay units in a clean condition before passing keys to guests.
- Coordinated and organised the cleaning schedule for homestay units to ensure timely and efficient service.
Duty Manager
HOTEL JEN PUTERI HARBOUR (SHANGRI-LA)
01.2021
- Responsible for facilitating the collaborative team effort between operations, sales, and revenue management for the hotel.
- Responsible to develop, implement, monitor and achieve the objectives of the Business Plan, including Sales Strategies, Pricing, Yield Management the Operations.
- Maximize the return on investment by achieving the objectives of the business plan & strategic initiatives in guest service, work climate profitability.
- Provide the highest quality guest service product, a positive work environment for employees, maintaining programs vital to the company culture.
- Create an employment experience by recruiting and training team members providing an opportunity for professional development.
- Responsible to direct and develop the performance of all departments managers and their respective department, including Front Office, Housekeeping, Maintenance, Accounting, People services, Restaurants and Revenue & Sales to make sure the highest level of guest employee satisfaction.
- Maximize the financial performance of the hotel by creating a great work environment that allows the team to deliver exceptional guest service.
Education
Secondary school - SPM
SMK Taman Pelangi Indah
01-2008
Primary school - UPSR
SK Taman Daya 3
01-2003
Skills
- Front desk operations
- Guest satisfaction
- Problem Solving
- Policy adherence
- Strategic analysis
- Adaptability
- Ability to work under pressure
Language
Malay
Upper Intermediate
B2
English
Intermediate
B1
Chinese
Advanced
C1
Cantones
Upper Intermediate
B2
Timeline
Admin clerk
DSpace Innovations Sdn Bhd
06.2023 - 11.2025
Guest Relation Executive
Capri by Fraser
06.2022 - 03.2023
Duty Manager
HOTEL JEN PUTERI HARBOUR (SHANGRI-LA)
01.2021
Assistant Duty Manager
GBW HOTEL
01.2019 - 01.2020
Homestay Agent
RENT RADISE
01.2017 - 01.2019
Secondary school - SPM
SMK Taman Pelangi Indah
Primary school - UPSR
SK Taman Daya 3