Front Office Manager
Resume:
● Curriculum Vitae
Name : Siti Norcaya Bt Mior Aziz
Address : No.16, Jalan Bunga Melati 2/2,
Seksyen 2, 40000 Shah Alam,
Selangor
Cell Phone : 019-*******
Email : adgio2@r.postjobfree.com
Personal Information
Date of Birth : 04 July 1983
Place of Birth : Pangkor Island, Perak
Citizenship : Malaysian
I.C. No. : 830***-**-****
Gender : Female
Height : 165 cm
Weight : 50 kg
Optional Personal Information
Marital Status : Single
Career Objective
Looking an opportunity to develop a career with experiences in managing daily hotel activities in Hotel management field
Employment History
No Company or
Organization
Year Join Year End Position
1 Awana Genting Highland,
Pahang 2000 2007
GSA
Night Auditor
2
The Boulevard St Giles
Hotel Mid Valley, Kuala
Lumpur
2007 2016
GSA
SGSA
DM
3
Pan Pacific Perth Hotel,
Perth, Western Australia 2017 2018 GSA
Night Auditor
Education
No School/College Year Join Year End Qualification 1 Secondary School – Sekolah
Menengah Kebangsaan Batu 10
Lekir, Sitiawan
1998 2000 SPM
2 Secondary School - Sekolah
Menengah Kebangsaan Batu 10
Lekir, Sitiawan
1995 1998 PMR
Subject
1 Bahasa Malaysia Oral & Written
2 English Language Oral & Written
Certificate and Training
No Training Course Attended Training
1. Hospitality Up Selling Skills Awana Genting Highland 2. Communication And Listening Awana Genting Highland 3.
Upselling Skills The Boulevard – A St Giles
Hotel
4.
The Competent Supervisor Program
● The Job of a Supervisor
● Managing Yourself for success
● Management & Leadership Skills
● Essential Communication Skills
● Managing Discipline & Poor Performers
● Problem Solving & Decision Making
Live Project [ TFI Score ]
The Boulevard – A St Giles
Hotel
Personal Traits / Strengths
● Self-independent attitude, capable of working under and without supervision
● Proactive and committed towards organizational mission, objective and policies
● Extrovert, with capabilities of contributing ideas and opinions
● High motivation and can work under pressure
Hobby
Likes reading love story novels and listening to music Working Experience
1) 2000 – Present
Awana Genting Highlands – Front Office Assistant & Night Auditor a) To do the check-in and check-out for guests
b) Revert back to the client’s inquiries / sales person request c) To do the grouping – arrival from the government and corporate for their trainings, seminar or family day
d) As a night auditor, to generate the daily occupancy for the hotel e) To operate the hotel’s system by using the CLS and GHPMS f) Cashiering and to issue bills for the guest
g) Responsible for checking group master bills
h) To compile occupancy from neighbor’s hotel such as :
● First World Hotel
● Genting Hotel
● Resort Hotel
● Theme Park Hotel
● Highland Hotel
● Genting View
● Sri Malaysia Hotel, Genting Highland
2) 2007
The Boulevard St-Giles Hotel Mid Valley Kuala Lumpur – Guest Service Assistant a) Processed guest’s check ins and outs
b) Preparing bills and taking payments through cash, cheque and credit cards c) Deal with requests from in-house or outside guests d) Manage and dealing room booking by phone or in-person e) Dealing with minor complaints or problems
f) Liaised with other department of hotel
3) 2011
The Boulevard St-Giles Hotel Mid Valley Kuala Lumpur – Supervisor Guest Service Assistant a) Build strong relationships and liaise with all other departments especially housekeeping, reservations and Sales & Marketing
b) To operate the hotel’s system by using the Fidelio and Opera (PMS) Express c) Cross Check all billing instructions are correctly updated d) Ensure Front office log book and hotel log book is always updated e) Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
f) Assist all departments in servicing the guests during high volume periods. g) Oversee and takes responsibility in the absence of the Duty Manager h) Handle and resolved minor issues and completed special requests to ensure the satisfaction of the guests i) Assist the Duty Manager in ensuring the smooth and efficient overall day-to-day operations of the Front Desk, Reservations and Bell Counter.
j) Reviewed guest arrivals and departures and ensured that all guest requirements and needs are fulfilled k) Ensure guest requests, inquiries and concerns are addressed and completed in a timely l) Efficiently coordinate guest arrivals, departures, room assignments and accurately handle any necessary cash and credit card payments
m) Monitored guest satisfaction processes, responded to guest concerns and inquiries n) Preparing a group booking before arrival
3) June, 2012
The Boulevard St-Giles Hotel Mid Valley Kuala Lumpur – Duty Manager a) Supervise daily shift process ensuring all staffs adhere to standard operating procedures b) Allocate arrival rooms for ju complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service
c) Guide, resolve issues / problems and oversee performance front office colleagues to ensure the quality of operations
d) Maximized hotel revenue by monitoring hotel room inventory and upselling. e) Provide training and skills up-selling to staffs to maximize room revenue f) Update daily upselling rooms and provide a report upselling on daily basis g) To update room key report for each shift
h) Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behavior.
i) Checks on registration cards of arriving guests and ensures all information should be filled on each cards either by Front Office Assistant or the guests.
j) To liaise with any duty manager (CMV / SGHR / MiCasa) for any farm out during overbooked situation. k) To responsible for front office operation during the absence of Front Office Manager. l) Follows up high balance report from Finance department m) Monitor limousine booking prior to guest arrival n) To prepare and investigate all the reports involves incidents An unforgettable experience
Handle last minute group of pilgrims checking in up to 400 people each year for three consecutive years as Night DM
- January 2015
- April 2014
- October 2013
4) September 2017 - Night Auditor
Pan Pacific Hotel Perth, Australia
● Charge payment for third party
● Resolve traces for next shift
● Check-in and check-out guest
● Settle all pending rebate under group and filling
● Prepare group arrival and room key
● Assisted Night Manager to check credit card report for whole day
● Merge duplicate profile
● Stock all work station, reboot all terminal
● Assisted concierge staff during peak time
● Report any issue to Night Manager and hand over to next shift 5) April, 2019 - Present
Dorsett Grand Subang, - Guest Service Manager
● Conduct training every shift
● Assisted counter during peak time
● Check-in and Check-out guest
● Settle follow up case from previous shift
● Communicate with others department during full house situation
● Assisted VIP check-in
● Handle group check-in and check-out
● Run Night Audit
● Upload and update TSA upselling data
● Assisted guest complaint and do recovery follow the hotel procedure and update in the log
● Monitor guest movement during shift
o) References
Contact Person Relation Phone
Ms Tan Pui See Front Office Manager
Awana Genting Highland
Mr Tarmizi Putra Taib Duty Manager
Awana Genting Highland
Ms Lina Lee
Assistant Director of Sales (MICE)
Wisma Genting
Contact Person Relation Phone
Ms Zuliani Bt Abd Hamid
Room Division Manager
The Boulevard – A St Giles Hotel
Mid Valley Kuala Lumpur
Mr Aaron Tan Keng Seong
Director of Sales & Marketing
Cititel Mid Valley & The Boulevard
– A St Giles Hotel Mid Valley
Kuala Lumpur
Contact Person Relation Phone
Steven Cohen
Mr Hakimim Salleh
Front Office Manager
Pan Pacific Perth Hotel, Perth
Western Australia
Front Office Manager
Dorsett Grand Subang
Expected Salary :RM3500.00 (Negotiable)
Contact this candidate