Ili Nadiah Email & Phone Number

Singapore

Assist in the project management of websites being developed for APAC clients with highdegree of accuracy and great attention to detailWork independently, set short-term priorities and make good decisionsFollow procedures and policiesPerform repetitive duties with a high degree of accuracyManage relationships, requests, and ensure quality delivery for our customers:Assist clients in supporting them to understand how to navigate and use the hotel website.Assist clients answering to their requests and autonomously solving basic tasks or moresophisticated tasks with support of developers.Provide on-call support / customer service to APAC customers for website related matters orconcerns.Ensure project team, including management as appropriate, is continually updated, includingsuccesses, issues, concerns and feedbackWork with the Quality Assurance (QA) team through the website deployment

 Performs Helpdesk functions and telephone support to agency users in accordance with the set service standards. Assists agencies on problems relating to the products’ functional and technical usage. Liaises with Internal and External teams to resolve system and technical problems. Assist travel agents with system entries. Handled First Level troubleshooting Assist with travel agency setup Perform any other duties assigned by Manager, Product Support Supervisor and Team Lead Account Lead for 3 big travel agencies in Malaysia Product Support representative for NDC calls Mentoring of new team members

Singapore

- Provide on-going management support to the office in terms of motivation, coaching, mentoring and best practice and advisory guidance on a daily/weekly basis whilst adapting your communication style to meet the situation; - Monitoring workforce management to ensure senior coverage in APAC (Sin, Sha and Tyo) - When required, replace and carry out activities of Team Leader in their absence - Manage any escalated cases from either guests or hoteliers and ensure the situation is handled as effectively as possible within reasonable timeframes; - Ensure CSEs are meeting expectations, by addressing unmet expectations as and when they occur in a professional manner. This is inclusive of both performance and behavioural issues.

• Liaison person for hotels to contact when they have questions and the Account Managers are unavailable;• Providing support to hotels in building the webpage for hotels and/or maintaining hotel information on the Booking.com website;• Verify that the website has accurate information on hotels and pictures of newly registered hotels;• Delivering training to new hotels on how to use Hooroo’s extranet and rates & availability system;• Advise hotels regarding their webpages on the Hooroo’s website and how they can amend data with respect to supply, availability, specials, promotions;• Providing hotels with information and advice by mail and email, including follow-ups;• Looking after IT/administrative related tasks;• Liaise with hotels to ensure information is up to date;• Check statistics in the control room and follow up;• Reviewing and sending out hotel contracts• Handling queries on billing and payment• Handling suppliers and customers enquiries and complains

• Handling hotel reservations for both corporate and travel agent• Updating rates to the Opera system• Monitoring inventory of the hotel.• Handling and replying guest email and telephone enquiries• Handling group bookings• Filling

• Handling Guest Check-in and Check-out• Handling Guests Complains• Assisting Front Office Manager/ Assistant Manager in their work• Ensuring Operation for the Reception Counter is running smoothly• Doing Administration/Secretarial for guests• Handling Cashiering/Foreign Currency Exchange• Doing butler service• Assisting Concierge and Bell Counter• Assisting Telephone Operator

• Supervise the staffs at the club lounge• Butler service• Handle complains• Assisting club manager in their work• Training junior staffs and trainees• Concierge Service

• Supervise the staffs in their work• Handling guest complains• Training junior staffs/trainees• Assisting Front Office Manager/Assistant Manager in their work• Up-selling of rooms

• Supervise the staffs in their work• Handling guests’ complains• Training junior staffs/trainees• Assisting Front Office Manager/Guest Services Manager in their work• Maintaining staffs welfare• Handling roster and overtime claim• Assisting concierge and bell counter• Up selling of rooms• Handling site inspections• Opening team for the resort

• Handling Guest Check-in and Check-out• Handling Guests Complains• Assisting Front Office Manager/ Guest Services Manager in their work• Ensuring Operation for the Reception Counter is running smoothly• Doing Administration/Secretarial for guests• Handling Cashiering/Foreign Currency Exchange• Training Trainees/Junior Staffs• Maintaining staffs welfare• Doing butler service• Assisting Concierge and Bell Counter

Diploma In Commerce, Hospitality And Tourism

Higher Nitec In Information Technology

Education record