ZANIAH AWAL
Melaka,Melaka
Summary
Experienced in Front Office Operations & Management, Customer Service Excellence, and Team Leadership & Staff Training. Proven track record in Revenue Optimization & Sales and Hotel & Airbnb Property Management. Adept at Problem-Solving & Crisis Management, Multitasking & Adaptability, with Strong Communication & Interpersonal Skills.
Overview
29
29
years of professional experience
2023
2023
years of post-secondary education
1
1
Certification
Work History
Front Office Duty Manager
DOUBLTREE BY HILTON MELAKA
Melaka, MELAKA
08.2022 - Current
- Oversee and manage all front office operations, ensuring seamless guest experiences.
- Train, cross-train, and retrain front office personnel to enhance efficiency and service quality.
- Supervise daily front office operations and ensure optimal staffing.
- Evaluate staff performance and provide feedback to improve service standards.
- Maximize room revenue and occupancy by monitoring daily status and analysing rate variances.
- Maintain close observation of daily house count and monitor credit reports.
- Implement hotel policies and house rules to ensure compliance with brand standards.
- Managed emergency situations calmly, guaranteeing guest safety and wellbeing.
- Resolved customer complaints promptly, improving overall service quality.
- Coordinated with housekeeping for timely room availability, resulting in improved guest experience.
- Conducted regular inspections of public areas, maintaining impeccable presentation standards.
- Compiled reports on front office activities for senior management review.
- Liaised with different departments effectively, ensuring seamless hotel operations.
- Monitored inventory of office supplies, preventing any operational disruptions due to shortage.
Front Office Manager cum Hotel Manager
IMPERIO RESIDENCE by Perfect host Melaka
08.2020 - 06.2022
- Managed full operations of Airbnb property rentals, including marketing, reservations, and guest services.
- Handled inventory management, cleaning schedules, and quality control for short-term rentals.
- Ensured a high level of customer satisfaction and optimized occupancy rates.
- Sourced cost-effective solutions for required maintenance works.
- Controlled expenditure, oversaw purchasing and maintained accurate counts.
- Monitored local accommodation market to guide pricing decision-making.
- Executed emergency response protocols for safe, secure and compliant environment.
Assistant Front Office Manager
RED HOTEL BY SIROCCO KUALA LUMPUR
08.2019 - 05.2020
- Supervised front desk operations, ensuring smooth check-in and check-out procedures.
- Managed guest relations and resolved complaints to enhance guest satisfaction.
- Assisted in budget management, cost control, and revenue maximization.
Front Office Duty Manager
RED HOTEL BY SIROCCO KUALA LUMPUR
08.2018 - 08.2019
- Supervised front desk operations, ensuring smooth check-in and check-out procedures.
- Managed guest relations and resolved complaints to enhance guest satisfaction.
- Assisted in budget management, cost control, and revenue maximization.
Front Office Duty Manager
HOTEL SENTRAL KUALA LUMPUR
12.2016 - 07.2018
- Led a team of front office staff to ensure seamless daily operations.
- Developed and implemented customer service initiatives to improve guest satisfaction.
- Conducted staff training and performance evaluations.
Cabin Senior (In-flight Manager)
EAGLE EXPRESS AIR CHARTER, Jeddah Base, Saudi Arabia
12.2015 - 11.2016
- Led in-flight crew operations, ensuring safety and service excellence.
- Conducted pre-flight briefings and coordinated cabin procedures with the pilot and crew.
- Delivered high-level customer service to VIP and charter flight passengers.
- Led team training sessions for improved performance standards.
- Showed aptitude in crisis management during emergency situations on board flights.
- Conducted thorough security checks, ensuring adherence to aviation regulations.
- Managed cabin crew to maintain efficient operations.
- Assisted in the preparation of meals and refreshments, contributing to overall passenger experience.
- Handled difficult passengers calmly, diffusing potential conflicts or issues.
- Dealt with emergencies efficiently to safeguard passenger well-being.
Flight Purser
EAGLE EXPRESS AIR CHARTER, Jeddah Base, Saudi Arabia
10.2015 - 11.2015
Flight Stewardess
EAGLE EXPRESS AIR CHARTER, Jeddah Base, Saudi Arabia
12.2012 - 10.2014
- Led in-flight crew operations, ensuring safety and service excellence.
- Conducted pre-flight briefings and coordinated cabin procedures with the pilot and crew.
- Delivered high-level customer service to VIP and charter flight passengers.
Flight Attendant (Pilgrimage Operations, Boeing 747-400)
MALAYSIA AIRLINES CHARTER, Malaysia
11.2009 - 12.2012
- Provided exceptional in-flight service to passengers, ensuring safety and comfort.
- Assisted with passenger needs during long-haul flights.
Management Trainee / Duty Officer
HOTEL GRAND CONTINENTAL KUALA LUMPUR
01.2006 - 01.2009
- Trained in various hotel departments, gaining hands-on experience in operations and management.
- Assisted in front office and guest relations management.
Flight Stewardess
MALAYSIA AIRLINES SYSTEM, Malaysia
11.1996 - 06.2006
- Extensive experience in customer service, safety compliance, and emergency procedures.
- Trained in multiple aircraft types, including Boeing 737-400/500, Boeing 777-200, Boeing 747-400, and Airbus 330.
General Clerk (Credit Card Center)
MALAYAN BANKING BHD. KUALA LUMPUR
01.1996 - 12.1996
- Assisted in credit card processing and customer inquiries.
Education
Bachelor of Administrative Science (Honours) - ADMINISTRATION
UNIVERSITI TEKNOLOGI MARA (UITM)
SELANGORDiploma in Public Administration - ADMINISTRATION
UNIVERSITI TEKNOLOGI MARA (UITM)
SELANGOROffice Management Course Certificate - Microsoft Office 2003, English Communication, Computerized Accounting, Graphic Design, Typing Skills
INSITUT GENERASI
Sijil Pelajaran Malaysia (SPM) -
SEK. MEN. MUNSHI ABDULLAH
Sijil Tinggi Pelajaran Malaysia (STPM) - undefined
SEK. MEN. MUNSHI ABDULLAH
Sijil Rendah Pelajaran Malaysia (SRP) - undefined
SEK. MEN. DURIAN TUNGGAL
Skills
- Front Office Operations & Management
- Customer Service Excellence
- Team Leadership & Staff Training
- Revenue Optimization & Sales
- Hotel & Airbnb Property Management
- Problem-Solving & Crisis Management
- Multitasking & Adaptability
- Strong Communication & Interpersonal Skills
Certification
- Train the Trainer Course
- Cabin Crew Training (Boeing & Airbus Certification)
- Revenue Management & Front Office Operations Training
- Customer Service & Leadership Training
Timeline
Front Office Duty Manager
DOUBLTREE BY HILTON MELAKA
08.2022 - Current
Front Office Manager cum Hotel Manager
IMPERIO RESIDENCE by Perfect host Melaka
08.2020 - 06.2022
Assistant Front Office Manager
RED HOTEL BY SIROCCO KUALA LUMPUR
08.2019 - 05.2020
Front Office Duty Manager
RED HOTEL BY SIROCCO KUALA LUMPUR
08.2018 - 08.2019
Front Office Duty Manager
HOTEL SENTRAL KUALA LUMPUR
12.2016 - 07.2018
Cabin Senior (In-flight Manager)
EAGLE EXPRESS AIR CHARTER, Jeddah Base, Saudi Arabia
12.2015 - 11.2016
Flight Purser
EAGLE EXPRESS AIR CHARTER, Jeddah Base, Saudi Arabia
10.2015 - 11.2015
Flight Stewardess
EAGLE EXPRESS AIR CHARTER, Jeddah Base, Saudi Arabia
12.2012 - 10.2014
Flight Attendant (Pilgrimage Operations, Boeing 747-400)
MALAYSIA AIRLINES CHARTER, Malaysia
11.2009 - 12.2012
Management Trainee / Duty Officer
HOTEL GRAND CONTINENTAL KUALA LUMPUR
01.2006 - 01.2009
Flight Stewardess
MALAYSIA AIRLINES SYSTEM, Malaysia
11.1996 - 06.2006
General Clerk (Credit Card Center)
MALAYAN BANKING BHD. KUALA LUMPUR
01.1996 - 12.1996
Office Management Course Certificate - Microsoft Office 2003, English Communication, Computerized Accounting, Graphic Design, Typing Skills
INSITUT GENERASI
Sijil Tinggi Pelajaran Malaysia (STPM) - undefined
SEK. MEN. MUNSHI ABDULLAH
Sijil Rendah Pelajaran Malaysia (SRP) - undefined
SEK. MEN. DURIAN TUNGGAL
Bachelor of Administrative Science (Honours) - ADMINISTRATION
UNIVERSITI TEKNOLOGI MARA (UITM)
Diploma in Public Administration - ADMINISTRATION
UNIVERSITI TEKNOLOGI MARA (UITM)
Sijil Pelajaran Malaysia (SPM) -
SEK. MEN. MUNSHI ABDULLAH
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