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Wan Shahrin Wan Ahmad

Senior Hotel & Resort Management

Kuantan, Malaysia • 019*-******

ad17fd@r.postjobfree.com • LinkedIn

Personal Details:

Kuantan Malaysian

Male Married Driving license D, B2

Resourceful and results-driven professional with over 20 years of experience in providing strategic leadership and executing innovative solutions for upscale hospitality establishments. Demonstrated success in driving service excellence, maintaining strict compliance with standards, and ensuring smooth daily operations. Recognised for conducting detailed performance reviews and managing personnel transitions. Adept at maintaining safety, hygiene, and cost-effective operations of hotel properties and equipment. Excel at fostering and maintaining productive industrial relationships, contributing to positive and collaborative work environment. Areas of Expertise

Strategic Planning &

Implementation

Budget Management/Financial

Oversight

Staff Training & Development

Customer Service Excellence

Human Resource Management

Conflict Resolution

Collaboration & Teamwork

Creative Thinking

Accountability

Management Skills

Operational Efficiency

Enhancement

Hospitality & Service

Standards

Room Division Management

Hotel Management

Attention to detail

Attention to Detail

Decision Making

Critical Thinking

Interpersonal Skills

Marketing Strategy & Brand

Promotion

Vendor Relationship Management

Property Maintenance & Upkeep

Revenue Generation/Profit

Maximization

Leadership Skill

Empathy

Communication Skills

Works Well Under Pressure

Time Management

Problem Solving

Leadership Skills

Career Experience

Hotel General Manager, WAD Business Resource Sept2022 till NOW

• Conduct an analysis of the business needs of the hotel or chain, help locate any flaws or weak points that are driving customers away, and provide feedback to managers and owners. May work as independent contractors or full-time employees.

• Meeting with clients to discuss their needs and goals for the project.

• Developing strategic plans for specific initiatives such as brand awareness campaigns or new product launches

• Conducting market research to identify new opportunities in the hospitality industry.

• Consulting with hotel owners or managers about ways to improve operations or increase profits.

• Conducting site inspections to identify issues that may need to be addressed by contractors or other specialists.

• Reviewing market conditions and trends to identify opportunities or threats to the organization’s bottom line.

• Reviewing of revenue.

• Reviewing of expenses.

• Reviewing of Annual Maintenance Contracts, and all other supplier’s contract.

• Review of Monthly Financials.

• Review of cost control measures.

• Review of Annual Budget / Financial Plan

• Identifying potential risks associated with new projects and developing strategies for addressing them.

• Managing budgets for all projects, including labor costs, materials costs, and other expenses.

• Developing promotional materials such as brochures, advertisements, and press releases.

• Develop and implement business strategies to promote the hotel's brand and services.

• Oversee the daily operations of the hotel and its staff.

• Develop and implement marketing strategies to increase sales and revenue.

• Manage financial operations, such as budgeting, forecasting, and auditing.

• Maintain and develop relationships with customers, partners, and suppliers.

• Ensure that the hotel meets quality standards and customer expectations.

• Analyse customer feedback and implement improvements.

• Ensure compliance with health and safety regulations.

• Assist in resolving customer complaints.

• Supervise and motivate staff.

Achievements:

• Participated as part of the Sales team in hosting fam. tours, sites, presentations and networking events.

• Represented the hotel at various association and chamber functions and meetings, gathering leads for meetings, room blocks, and catering events.

• Participated in budget meetings for 2023 and 2024 Focusing heavily on labour standards, and expense reduction.

• Renegotiated several contracts in order to reduce expenses. Relief Resort Manager, Tiarasa Escapes Resort, Janda Baik, Bentong, Pahang, Malaysia Mac 2022-Aug 2022 Streamlined delivery of service product, as conceptualized by owners, board of directors, and hotel management company, with utmost efficiency and efficacy. Harnessed resort's resources to amplify operations, profitability, and cash flows.

• Cultivated and mentored exclusive team of service professionals for enhanced operational performance.

• Stewarded property and business with unwavering dedication, representing owners and hotel management company.

• Ensured exceptional customer experiences in line with the designed purpose of the property and service assembly.

• Manage budgets and analyse financial information.

• Manage recruitment and training of staff

• Organise and oversee building maintenance

• Oversee security of the property, staff and guests

• Deal with customer comments and issues

• Ensure licensing laws and other regulations are followed strictly.

• Oversee daily resort operations, ensuring delivery of outstanding guest services and experiences across all departments.

• Develop and implement business strategies to increase resort profitability.

• Train, manage, and supervise all resort staff, fostering a positive work environment. • Direct and coordinate activities of departments such as F&B kitchen, housekeeping, maintenance, and landscape to ensure seamless and efficient operations.

• Work closely with the kitchen team to ensure food preparation and service meet the highest standards.

• Oversee housekeeping department to maintain cleanliness and hygiene standards across the resort.

• Supervise the maintenance department to ensure all resort facilities are functioning optimally and any repairs are conducted in a timely manner.

• Lead the landscape team to ensure the outdoor areas and indoor plants are well-maintained and appealing.

• Coordinate closely with the sales department to ensure seamless communication and execution of resort events and guest experiences.

• Create and maintain strong relationships with vendors, local community, and key stakeholders.

• Ensure all resort facilities and services adhere to all regulations and quality standards.

• Address and resolve any guest complaints or issues in a timely and professional manner.

• Prepare regular reports on resort operations and finances for the Resort Owner. / Management company

• Develop and implement effective sales strategies to attract new guests and retain existing ones. •

• Monitor and manage resort's online reputation and reviews.

• Assist in budget preparation and expenditure management. Achievements:

• Successfully managed property day-to-day operations to achieve optimum performance, profitability, and 100% guest satisfaction.

• Coordinated and implemented sales and marketing activities of the property. Communicated with existing and perspective clients to establish a strong professional relationship.

• Demonstrated ability to recruit, hire, and train a highly motivated team.

• Conducted coaching/counselling sessions, performance evaluations, discipline documents, and terminations.

• Responsible for the preparation of property budgets and ensure purchases are within the budget.

• Successfully resolved aging accounts receivable issues resulting in no bad debit write offs. Hotel General Manager, Margherita Plaza Hotel, Bintulu, Sarawak, Malaysia Feb2021 – Apr 2022 Hotel General Manager (Contract on Short-term Basis) Managed holistic performance and operations of hotels. Prepared, authorized, and implemented budgets, strategies, and targets, ensuring success as per business plan. Convened with department heads regularly, sharing information, planning, and collaborating. Led senior management and team, facilitating job responsibilities and performance goals. Engaged actively in guest relations, striving for continual improvement. Presided over weekly management team meetings and other agreed meetings. Represented hotel in front of government commissions or regulatory bodies during policy or procedure reviews. Achievement:

• Driving all pre-opening objectives and re-branding w/ Franchise Partner Hemisphere Corporation Sdn Bhd (441568-K) (Wholly owned subsidiary of SEDC Sarawak)

• Led teams of up to 70 employees to exceed revenue targets by 20%. Achieved a 95% customer satisfaction rate by implementing personalized guest experiences. Improved profit margins by 15% through strategic cost-cutting measures. Mentored and trained employees resulting in 90% employee retention rate.

• Increased Room and Food & Beverage revenues by 30% over the previous year through the development of new strategies and effective management of programs.

• Secured new business and expanded the client base by planning and executing dynamic marketing and advertising campaigns with Oil & Gas Company (Bintulu), local newspapers, and the Chamber of Commerce.

• Evaluated and re-negotiated all vendor services contracts, resulting in a 20% annual savings while maintaining quality.

• Established internship/mentoring program in three local high schools, allowing selected students the opportunity to experience practices of the hotel hospitality industry.

• Recommended the hiring of two Mandarin-speaking customer service assistants which helped resolve communication problems with Chinese guests.

• Examined and deciphered financial and operation reports, identifying opportunities to enhance profitability, productivity, and guest satisfaction.

• Assessed and managed performance of senior management and hotel staff using key performance indicators, targets, and goal settings.

• Distributed funds to departments and sanctioned expenditures in line with budgetary constraints.

• Authorized requests for equipment, materials, and supplies within budgetary boundaries.

• Proposed capital investments for acquisition of new equipment to elevate efficiency and services.

• Provided leadership, strategic planning, and administration in all aspects of hotel operations.

• Responsible for 165 rooms and day-to-day staff management, purchasing, contract negotiations with vendors, forecasting and yearly business plan, P&L, and budget.

• Organized and developed a team of 70 employees to achieve hospitality objectives, reducing turnover to 20%. Hotel General Manager, Grand Darul Makmur Hotel, Kuantan, Pahang, Malaysia Mac2017 – Jan2021 Directed hotel operations in line with organizational chart, leading to enhanced productivity and efficiency. Adhered to hotel operating controls, SOPs, policies, procedures, and service standards to ensure operational integrity and guest satisfaction. Formulated efficiency- boosting actions and implemented cost-saving measures, contributing to leaner operation and healthier profit margin. Scrutinized hotel business reports daily and made strategic decisions accordingly, ensuring timely course-correction and optimal business performance. Championed all facets of business planning, paving way for effective strategy implementation and future business success.

• Spearheaded property matters like capital projects, customer service improvements, and refurbishments, resulting in upgraded facility and elevated customer experience.

• Addressed complaints and supervised implementation of service recovery procedures, bolstering customer retention and loyalty.

• Crafted, presented, and attained hotel's annual operating budget, marketing and sales plan, and capital budget, facilitating strategic financial control and marketing effectiveness.

• Steered sustained profitability of hotel, surpassing revenue and guest satisfaction targets that resulted in increasing profitability and reputation.

• Guaranteed decisions prioritized best interests of hotels and management, ensuring sustainable growth and competitive advantage.

• Responsible for 204 rooms and day-to-day staff management, purchasing, contract negotiations with vendors, forecasting and yearly business plan, P&L, and budget.

Achievements:

• Responsible for property from take-over through receivership and foreclosure.

• Assess asset for immediate needs and risk factors.

• Re-hire all existing staff and recruit new staff to fill shortages.

• Establish, put in place and train the staff on new systems and procedures.

• Complete inventories, establish par levels and re-work menus when needed.

• Establish confidence in existing staff though meetings and one-on-one interaction.

• Bring hotel up to brand standards to save flag or re-establish hotel to operate as an independent.

• Stabilize hotel and re-establish previous business and/or bring in new business to increase GOP.

• Manage 204-room property with RM 14millions in annual revenue.

• Oversee all hotel activities, including hiring and firing, supervising employees and training staff of more than 100 employees.

• Increase room revenues by 15% year-to-year for three consecutive years.

• Develop and oversee hotel-wide renovation projects through to completion while staying within budget and time frame.

• Strengthened quality performance level by reshaping the culture and providing guidance and supervision to management of the front desk, restaurant, catering, security, housekeeping, building and ground maintenance.

• Improved hotel rating on Tripadvisor.com from 22 out 24 worst to 6 out of 24 by implementing new strategies and improving customer service

• Increased revenue by implementing new ideas that resulted in 80-85% occupancy daily

• Earned recognition of owners and clients on a consistent basis for excellent performance

• Handled scheduling, hiring and training operations.

• Successfully managed property day-to-day operations to achieve optimum performance, profitability, and 100% guest satisfaction.

• Coordinated and implemented sales and marketing activities of the property. Communicated with existing and perspective clients to establish a strong professional relationship.

• Demonstrated ability to recruit, hire, and train a highly motivated team.

• Conducted coaching/counseling sessions, performance evaluations, discipline documents, and terminations.

• Responsible for the preparation of property budgets and ensure purchases are within the budget.

• P & L management achieved profitability through revenue growth and cost control. Exceeded company year over year goals resulting in bonus payouts.

• Successfully resolved aging accounts receivable issues resulting in no bad debit write offs. Residence Manager, Swiss Garden Resort Residences, Kuantan, Pahang, Malaysia April2014 – Feb2017 Provided and upheld all necessary licenses and permit requirements. Crafted charts and generated reports to track progression of construction and interior decoration installations. Scheduled and implemented comprehensive recruitment and training plans. Presented detailed pre-opening budget illustrating projected expenditure. Achievements: (Pre-Opening)

• Assisted Group General Manager weekly regarding day-to-day operations to ensure overall productivity with building process.

• Managed contracting team alongside lead contractor attending to minor and major details of building operation.

• Provide the pre-opening expertise that spans the entire gamut of the hotel operation.

• Build a cohesive team that induces a successful pre-opening and launch, smooth transition to post-opening.

• Ensure the hotel is managed according to the brand’s quality and service standards and is maintained as an investment by owners’ expectations regarding financial returns, maintenance, and financial risk mitigation.

• Formulated and managed departmental budgets and performance measures for all operating departments.

• Established and maintained a safe, secure working environment and ensured regulatory compliance.

• Formulated and submitted comprehensive budget plan accounting for all expenses incurred during pre-opening phase.

• Developed exhaustive "Master Chart" incorporating action plans to align with hotel's opening timelines.

• Convened bi-weekly financial discussions with division heads, proposing new financial directives to supplement estimates outlined in business plan.

• Responsible for 264 rooms and day-to-day staff management, purchasing, contract negotiations with vendors, forecasting and yearly business plan, P&L, and budget.

Prioritized deadlines such as ordering, deliveries, meeting calls, staff training, vendors.

• Set weekly meetings with hotel owners on city regulations, licensing, chamber of commerce requirements/events.

• Assisted Group General Manager with detailed information if contractual obligations are being met with management company.

• Submitted detailed weekly reports to Corporate Regional of Operations to ensure proper timeline of opening.

• Kept track of vendors and contractors to ensure Quality Assurance standards are met.

• Hosted job fairs and solely conducted speed interviews hiring hotel 10+ staff members.

• Developed a supportive relationship with corporate level personnel for Swiss Garden International to constantly guarantee all brand standards are put in place throughout opening process.

• Managed large shipments of product and equipment and created detailed plans for contracting team and hotel staff to organize efficiently in the hotel according to brand standards.

• Implemented a very particular schedule for overall productivity for staff and contracting team.

• Managed shrink processes and inventory levels for corrective action planning to save costs.

• Oversaw all corporate communications to streamline data and information sharing initiatives.

• Assisted Director of Sales & Marketing and Sales Manager attending city events and training sessions, in person/virtual meetings for updates on new brand implementation during opening process.

• Solely planned hotel grand opening/ribbon cutting events for city officials, owners, staff, management company executives, brand personnel.

• Exceeded revenue goals the first 90 days of opening and maintained guest satisfaction scores per the brand benchmark.

• Met payroll budget and surpassed expectation with managing monthly expenses (inventory, payroll, supplies, vendor checks).

• Hired/Released staff members and created job postings/flyers in Houston and surrounding area.

• Oversaw daily front desk operations, maintenance and housekeeping for more than 50 employees.

• Increased guest satisfaction scores by 12% in surveys on attentiveness, cleanliness, quality of maintenance and breakfast service.

• Implemented guest satisfaction program, allowing hotel to improve standards with scores over 3 years at 90%

• Established significant training programs for each department resulting in increased guest satisfaction.

• Controlled a housekeeping and maintenance operating budget of RM25,000 per month with 35% GOP. Regional Director, Suria Resort Management Sdn Bhd, Kuala Lumpur, Malaysia Jan2013 – Mac2014

-Regional Director Contract on Short-term Basis.

Spearheaded revenue initiatives and attained regional goals successfully. Established and sustained efficient open-door communication system, bridging departmental divides to reach all employees. Achievements:

• Collaborated in fiscal budget formulation and held accountability for regional profit and loss.

• Engaged closely with Resort Manager, Assistant Operations Manager, Camp Manager and staff, fostering motivation and enhancing service to hotel guests.

• Played active role in sales discussions, meetings, and strategic planning sessions.

• Communication with clients to ascertain their precise event requirements.

• Working closely with key personnel and vendors to ensure the effective delivery of events.

• Supervision of the front office functions including customer satisfaction, occupancy management, guest interactions, in person or via digital media (e-mails, Trip Advisor), for solving and rectifying any complaints and/or managing their expectations and requirements.

• Hired, supervised, scheduled, and motivated a staff of up to 50 employees.

• Ensured that all employees are trained for their positions to maximize the quality of service, productivity, and efficiency.

• Monitor and comply with all legislation affecting the operation, including licensing regulations, health regulations and fire and safety regulations

• Review scheduling and adjust daily based upon business levels to optimize budgeting

• Review and implement departmental standard operating procedures to enhance effectiveness

• Mentor Front Desk Managers and ensure proper service levels and training are being conducted for all levels

• Promote and recognize opportunities to provide guest service above and beyond all expectation and monitor correct handling of all guest requests

• Examine and correct inefficiencies in Front Office operation; of maximizing and increasing sales and/or yield; of reducing costs without affecting the level of service or product

• Handle customer comments and complaints and take swift corrective action

• Negotiate contracts with OTAs

• Evaluated and re-negotiated all vendor services contracts, resulting in a 20% annual savings while maintaining quality.

• Perform any other reasonable duties as required by the Board of Directors Senior Hotel Manager, Taha D’Mutiara (RAIA Hotel Penang), Penang, Malaysia 2011 – 2013 Implemented stringent performance standards for all departmental operations, ensuring compliance. Managed daily operations with unparalleled effectiveness and efficiency. Engaged in regular discussions with department heads and staff, ensuring clear communication and understanding. Aided food and beverage department in planning and promoting outlet. Monitored food purchase usage to prevent waste and over-spending. Provided strategic support for sales and marketing department's plan, fostering results-driven approach. Achievements:

• Increased revenues 48% from RM 3.5M (2011) to RM 5.2M (2012) through strategic planning.

• Analysed and resolved problem situations, preventing recurring issues by adjusting procedures and processes.

• Conducted performance reviews, counselling sessions, and terminations as necessary, maintaining high-performing team.

• Sustained property and equipment in safe, hygienic, and cost-effective conditions.

• Communicated known/observed safety hazards and unsafe practices to management, ensuring safe work environment.

• Nurtured healthy industrial relationships consistently.

• Contribute to the hotel by suggesting new ideas for promotional offers and marketing possibilities.

• Ensure compliance with licensing laws, health and safety, and other statutory regulations.

• Monitor the running of various events that are hosted by the hotel such as seminars, parties, and conferences to ensure everything is running smoothly.

• Liaise with various departmental managers from food and beverages, maintenance, front desk, and so on to ensure that they run smoothly.

• Review, analyze, and produce reports on the hotel’s performance.

• Responsible for 134 rooms and day-to-day staff management, purchasing, contract negotiations with vendors, forecasting and yearly business plan, P&L, and budget.

Additional Experience: Resort General Manager, De Rhu Beach Resort, Kuantan, Pahang, Malaysia, as Regional Sales Manager, Gateway Inn Management Sdn Bhd, Kuala Lumpur, Malaysia, as Executive Assistant Manager, Seri Malaysia Hotel, Kuala Terengganu, Malaysia, as Resort Manager, Felda Residence Trolak, Sungkai, Perak, Malaysia, as Front Office Executive, Maluri Value Inn Hotel, Kuala Lumpur, Malaysia, as Management Trainee, Strawberry Park Resort Cameron Highlands, Pahang, Malaysia, and as Front Office Assistant @ Receptionist, Sheraton Resort Langkawi, Kedah, Malaysia. Others Job Responsibilities as a Hotel General Manager /Residence Manager / Hotel Manager / Resort Manager: Managing Profitability and Departmental Budgets

• Keeps operations team focused on the critical components of operations to drive guest satisfaction and the desired financial results.

• Ensures that all operational areas have an atmosphere that is conducive to the overall guest experience.

• Reviews financial reports and statements to determine how Operations is performing against budget.

• Ensures capital expenditure funds are being used to address the priorities outlined in the service strategy.

• Works with direct reports to determine areas of concern and establishing ways to improve the departments’ financial performance.

• Strives to maintain profit margins without compromising guest or employee satisfaction.

• Identifies and analyses operational challenges and facilitates the development of solutions to prevent reoccurrence.

• Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.

• Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holds team accountable for results.

• Develops an operational strategy that is aligned with the brand’s business strategy and leads its execution.

• Prepare, implement and compile data for the strategic sales plan, monthly reporting, annual goals, sales and marketing budget, forecasts and other reports as directed/required

• Analyze monthly P&L and month-end reports, identify deviation from business plan goals

• Work with Finance and team in preparation and management of the department’s budget and financial forecasts

• Participate in management meetings to review progress towards achievement of business plan goals and develop the annual business plan related for the department

• Conduct daily briefing with department on current key activities.

• Direct and manage all group, transient, and catering/banquet sales activities to maximize revenue for the hotel

• Survey, review and analyze competition, market trends, customer needs and comments in order to be proactive and adapt with business intelligence

• Determine the effectiveness of existing programs and develop new strategies

• Manage/direct all advertising, public relations and promotional activities in conjunction with corporate marketing and public relations department.

• Actively participates in sales presentations, property tours and customer meetings

• Evaluate changes in guest needs, the guest mix and competitive set, to recommend appropriate product/service and operational changes as necessary

• Conduct monthly departmental meetings

• Be fully conversant with hotel fire & life safety/emergency procedures

• Attend all briefings, meetings and trainings as assigned by management

• Maintain a high standard of personal appearance and hygiene at all times

• Be aware of the hotel fire & life safety/emergency procedures

• Perform other reasonable duties assigned by the assigned by the Management Managing Property Operations

• Strives to improve service performance.

• Communicates a clear and consistent message regarding operational goals to produce desired results on a continuous basis.

• Ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.

• Ensures core elements of the service strategy are in place to produce the desired results.

• Tours building on a regular basis speaking with employees and guests to understand business needs and assess operational opportunities.

Leading Property Operations Teams

• Establishes a vision for product and service delivery on property.

• Ensures employees are treated fairly and equitably. Managing and Conducting Human Resources Activities

• Observes service behaviours of employees and providing feedback to individuals and/or managers.

• Hires operations management team members who demonstrate strong functional expertise, creativity and entrepreneurial leadership to meet the business needs of the operation.

• Conducts annual performance appraisals with direct reports according to Standard Operating Procedures.

• Utilizes an “open door” policy and reviewing employee satisfaction results to identify and address employee problems or concerns.

• Stays knowledgeable of leadership talent in the property.

• Fosters employee commitment to providing excellent service, participating in daily stand-up meetings and models desired service behaviours in all interactions with guests and employees.

• Participate in community and professional organizations to maintain high visibility and promote a positive image

• Interview, select and recruit direct reports

• Identify and develop team members with potential

• Conduct performance review and manages performance issues that arise within the management team

• Constantly monitor team members performance, attitude and degree of professionalism Profession Relevant Skills

• Excellent manager who leads by example and through instilling confidence in staff, leading to higher productivity and better client satisfaction.

• Skilled in the principles of administration and management in the service industry, including strategic planning, production methods, human resources and the coordination of people and resources.

• Critical thinker who uses logic and reason to identify and evaluate situations and their alternative solutions.

• Strong communication skills that allow me to easily determine guest and employee concerns. Educational Background

-Master of Business Administration in Hospitality & Tourism Management - University of Utara Malaysia, Kuala Lumpur, Malaysia GPA:(3.67/4.0)

-Diploma in Hotel & Resort Management - Institute. Technology Tun Abdul Razak, Langkawi Island, Kedah, Malaysia, Langkawi Island, Malaysia. GPA: (3.48/4.0)

-Diploma in Business Studies - Institute Usahawan

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