RESUME/CV

Name

Ricky Agum

Address

A-*-*, Menara Megah

Condominium

Jalan Ipoh, 51200, Kuala

Lumpur

Phone

013-*******

Email

adgw3u@r.postjobfree.com

EDUCATION

DIPLOMA IN TOURISM

MANAGEMENT

Polytechnic Sandakan

Sabah

2011-2013

TRAINING/COURSE

CUSTOMER

SERVICE TRAINING

MANAGEMENT &

LEADERSHIP

COURSE

SWIMMING

COURSE

COMPUTER

COURSE

SKILLS

Effective

Communication

Customer Service

Satisfaction

Sales & Marketing

Management

Training Management

Client Management

Database Management

Team Building &

Work under less

supervision

Microsoft Office Word

Problem Solving

Clerical Duties &

Document

Management

OBJECTIVE

Dedicated professional with 5+ years of progressive supervisory Customer Service; Sale & Marketing; Document Controller & Management Experiences. Looking to leverage on my knowledge and experience to contribute to company goals. EXPERIENCES

DOCUMENT CONTROLLER (JULY 2019 – OCTOBER 2020)

Kien Lim Realty Sdn Bhd (Bintulu/Sibu/Kuala Lumpur)

- Reports to Sales Manager / General Manager

Manage the flow of documentation within the organization

Receive & Check the Camp’s Report before submission to Management

Prepare ad-hoc reports on projects

File documentation in physical and digital records

clerical duties including retrieval and distribution FRONT OFFICE EXECUTIVE (MAR 2016 – JUNE 2017)

FRONT OFFICE ASSISTANT MANAGER (JULY 2017 – MAY 2019) Golden Bay Hotel (Bintulu, Sarawak)

- Reports to Room Division Manager / Hotel Manager

Manage and motivate the front office team in order to provide a high standard of service

Welcome guests and foster customer loyalty

Develops high quality relationship with guests

Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution

Customer Satisfaction (Guest Feedback, Social Media Review)

Financial Performance (Upselling, Room Revenue, Operation Auditing)

Showing Initiative, Problem Solving, Staff training, Team Leading

Provide high level of customer service and maintain a high profile in the day to day front office operations

Monitor all executive floors to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure

Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests

Ensures that the pricing policy and internal audit procedures are duly applied.

Supervises the management of debtors, group and individual guest invoicing and cash operation

Prepare monthly and daily revenue report and circulate to all Heads of Departments.

Prepare room revenue and occupancy forecast and take action on the rate strategies

Interacts and trains employees, providing support for skills development

Involved in recruitment of new team members for front office

Ensures that all front desk members are well presented & punctual

Ensures that the hotel’s pricing policy and sale pitches are duly applied in order to optimise REVPAR

Good knowledge of all systems and standard operating procedures of front office GUEST SERVICE SUPERVISOR (2013 – 2015)

Miri Marriot Resort & Spa (Miri, Sarawak)

- Reports to Front Office Manager

Oversee and ensure the smooth operations of all the activities of the front office

Monitor and review checklist of guest arrivals and departures

Receive VIP guests

handle booking and reservation duties and to resolve issues

Supervise the front office staff and ensure that they adhere to the rules and regulations

Contact this candidate