Hotel & Resort-Managing 904 rooms Oversee,manage & coordinate day to day hotel movement & activities by closely liaising with housekeeping & maintenance department Section Head for reception team, overall in charge of training & development of the reception team. Monthly training programs conducted with self materials & successfully implemented courtesy call program & increased guest satisfaction. Implemented life video training for staff members which successfully increased their understandingChecks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behaviorConduct daily rounding of property which includes attached mall to report any defects & or any matters to follow-up regarding operations.Attending & resolving to all guests complains with regards to property Managing room inventory & balancing it during peak periods Working with M&E & Housekeeping team during peak period to coordinate movement & proper releasing of rooms & defect controlAttending credit meetings & ensuring proper follow-up on all monies due to company account is settled as soon as possible Assisting Reservation team on email inquiries & implemented mock email format for almost all common guests requestsEnsuring Careline team monitors & update online chat system (Tawk To) & assisting to answer online chat via mobile phone.Mobilizing quarterly door lock maintenance program which includes troubleshooting & battery replacement for all doors Attending to all guest request with regards to in room safe issuesWorking closely with outsourced Air-cond maintenance team to ensure chill water tower is on proper function during peak periods & ensuring all rooms are serviced according to a fixed schedule.Night Audit management , preparing all night reports & updating Daily Revenue report for HOD briefing the next day, ensuring all room rates tally with attached supporting

• Pre-Opening Team (353 Rooms)• Preparing documents for Pre-Opening hotel • Working with Duty Managers to preparing training materials for staff• Training and guiding GSA's on handling PMS (Opera) and service training • Attending Opera System configuration training & system management • Troubleshooting Opera system on first day of launch and identifying system glitch • Preparing hotel for downtime with reports & pre- printed reg cards • Attending company service standard training & basic crisis management training• Assisting Sales department with Hotel Fam trips• Assisting Sales department with Show rooms & Hotel tour • Handling Massive group & tour series guests • Cashiering Function configuration & night audit/ backup system configuration • Checking Associates end-of shift journal to ensure it is tally with final shift reports• Assisting Duty Managers with counter checking all registration cards• Creating PM Accounts for events & settling it promptly thereafter • Ensuring all GSA's are up to service standard by providing constant guidance • Using Micros materials control to open up store requests & purchase requisition for department• Handling guest complaints and concerns in an efficient and timely manner• Rooms control management (Assigning rooms for group tours & monitoring room inventory)• Detailed information regarding arrivals and room requirements• Check on VIP reservations, complete their pre-registration formalities• Daily closure of hotel parking management system (Amano Car park system)• In the absence of Guest Relation Manager, prepare fruit basket's & other special requests for VIP guests & assisting the FNB & Housekeeping department to coordinate & prepare the VIP room.• Setting AP in guest’s rooms where complains on WiFi has been received.• Updating guests "Profile" notes to ensure smooth transition during the next stay.• Assisting Duty Manager's in placing newspaper daily order based on guest’s preferences

Pre opening team (216 Rooms)Preparing Standard Operating Procedure for Front Office department Coming up the the concept for the hotelWorking hand in hand with the FOM to draft job description Helping the FOM to train new staff and monitor their performance Preparing office forms(Credit card auth form, cashier drawer cash count form)Preforming "situation role plays" to train Front Desk staff Helping out other departments in ordering and purchasing itemsOrdering, auditing and preparing purchase orders, critical items for department Doing regular room check for defects and relaying the information to the person in charge Setting up, arranging and preparing department for openingPreparing & configuring hotel PMS(Opera) by working hand in hand with Sales & Finance teamConfiguring Hotel room (types and location with floor plan) on systemConfiguring Rate code & and market code structure into system Cashiering Function configuration & night audit/ backup system configuration Defining night audit reports as required by company & setting it up on PMSDefining terms, codes and description that needs to be added into the systemBusiness Strategic development( Involved in discussions on how to improve the groups business revenue)Online Travel agent web configuration (Expedia, Agoda, AsiaRoom, Hotel Beds)Closing down online sales, room allotment update, creating new promo for hotel Updating online hotel database for new hotel & tele-confrence training with website agentsIn charge of subordinates FOA, Operator, Concierge, ReservationCoordinating with Housekeeping department for Showrooms and assisting Sales department with rooms inspection for Travel agents/corporate clients & government agentsPreparing department duty roster & office item ordering

IFCA SYSTEM USAGE (358 Rooms)APRIL 2015 Implementation of new hotel system (HOTEL ON!) Assisting in guest profile & ledger transfer Troubleshooting & configuring new hotel PMS C/in c/out guestsManage team of Front Office Assistant and Snr Front Office Assistant Group/Tour c/in and key distribution Ensuring all wake up call/ group breakfast request is up to dateEnsuring all hotel policies with regards to room rates/ extra charges/ day use charges & early c/in/ c/out procedures and implemented thoroughly Directly dealing with group tour guide/ tour leader Preparing Fruit Basket/platter for VIP & Return Guests / Long Stay guestsHandling over the counter complaints Checking team's closure report and managing shift's credit balancing reportEnsuring duty float tally with current holding amount Directly in charge of office items (weekly store requisition)Drafting Purchase requests for office supplies ( based of department's CAPEX)Indirectly managing Business centre operations Ensuring all Business centre usage is correctly billed to the userHandling massive corporate guests c/in ( ensuring all "LETTER OF UNDERTAKING IS UP TO DATE) Check and counter sign all guests registration card ( during shift period)Provide training and support for new staff members Assisting Duty managers to ensure a level of professionalism among staff members Training & Preparing new Front Office Supervisor(s) to assume role In charge of handling cashier float exchange and due back cashier claims Transferring outstanding folio's to non guest section for (balance to be collected, LOU not received)Closing non guest folios by liaising with reservation department for updatesHandling VIP Guests (Datuk, Tan Sri,Royalty) Making sure all shift allocated duties are complete and ready to hand over to the next shift

Check in /Check out guestsReservation > > Internet , phone and corporate bookingsHandling and solving guests complaintsNight Auditor(Credit card balancing report)(Daily morning briefing report)Handling guests complaints (night shift Front desk management) Solving credit card discrepancyPreparing duty roaster for departmentUpdating attendance list for HRUpselling roomsBrand ambassador, broadcasting promotionsHelping FOM generate Sales & Manager reportsHandling massive group reservation and c/inAnswering guests enquiries via emailPreparing Department Training planHave a track record and solving PX accountsRooms management and room inventory control(previous experience in Housekeeping )Night Management (only 1 Front Office staff at FrontDesk)Knowledgeable about internet booking room quota (closing rooms for the hotel during busy period)Checking associates journals upon closureCreating block for groupsGroup Tour ManagementDrafting Leisure/Tour group invoiceBasic Rate code Management