Rooms capacity: 95 Rooms F&B capacity 5 Outlets Associates managed: 20 associates Reporting directly to General Manager and Head Office E-commerce and Revenue Manager. Duties and Responsibilities: Highly involved in Rooms Division operation and directly supervising all Front Office personnel and ensure proper completion of all Front Office duties. Coordinating the activities of the Front Desk, Reservations, Guest Services, and Telephone areas. Prepare monthly reports and budget for the Front Office department. Accountable for maintaining a professional work environment, staff supervision, administrative support, and shoulder a variety of responsibilities listed below. • Establishing and updating work schedules to account for changing staff levels and expected workloads. • Assessing personnel performance and implementing incentives and team-building events to boost morale. • Helping employees with day-to-day work and complex problems by applying motivational and analytical strategies. • Establishing efficient workflow processes, monitored daily productivity, and implementing modifications to improve the overall effectiveness of personnel and activities. • Interpreting management directives to define and document administrative staff processes. • Utilizing client and staff feedback to maintain customer partnerships and increase revenue. • Developing and implementing office management procedures, increasing training efficiency, team productivity, and accuracy. • Training team members on new hotel services and products to support promotional efforts. • Monitoring front areas so that any questions could be responded swiftly and effectively. • Recruiting, hiring, training, and leading 18 subordinates and implementing a mentoring program that offers positive employee engagement. • Providing back up to the front desk, stepping in to assist with various tasks whenever employees are engaged or at break. • Coordinating individual duties after careful evaluation of each skill level and knowledge, which helps to increase productivity. • Preparing daily/monthly/yearly reports to assist management team with key decision making and strategic operational planning.

Rooms capacity: 95 Rooms F&B capacity 5 Outlets Associates managed: 20 associates Reporting directly to General Manager and Head Office E-commerce and Revenue Manager. Mainly was responsible for all Front Office functions and staff. Areas of responsibility including Front Desk, Guest Services & Guest Relations, Operations and Bell Staff. Direct and work with managers and associates to successfully execute all Front Office operations, including guest arrival and departure procedures. Strive to continually improve guest and associate satisfaction and maximize the financial performance of the department including the responsibilities listed below. • Enhanced revenue and gross profits by eliminating waste and maximizing customer satisfaction. • Enhanced collaboration between team members by preparing meeting materials and taking clear notes to distribute to stakeholders. • Implemented new training programs for administrative personnel on office operations and the latest technologies. • Recommended strong business plans, operational decisions, and financial processes to support business sustainability. • Encouraged and mentored employees to boost performance and remove process inefficiencies. • Protected staff and customers and minimized legal issues by quickly resolving safety issues. • Tracked and recorded expenses and reconciled accounts to maintain accurate, current, and compliant financial records. • Served as floating manager on duty, MOD, to cover shift shortage. • Completed monthly and quarterly reports for senior management. • Interacted with customers professionally by phone, email, or in-person to provide information and directed to desired staff members. • Created training modules in partnership with HR for new hires. • Reduced customer issues with the introduction of surveys and questionnaires. • Trained new hires on procedures to better serve customers. • Drafted employee work schedules to fill coverage gaps. • Supervised payroll corrections for accuracy and duplication.

Rooms capacity: 158 Rooms / F&B capacity 3 Outlets Associates managed: 7 associates Reported to the Front Office Manager and General Manager. Assisting the Front Office Manager in leading and managing all sections of the Front Office Department in order to ensure the highest standards of service in accordance with the policies, procedures and Berjaya Group standards and main responsibilities listed below. • Supervised a team of 15 front desk agents and helped to resolve issues arising during shifts. • Booked large groups for weddings, seminars, conferences, and other events, providing the best available room rates. • Handled guest complaints and offered complementary services to maintain high guest satisfaction rates. • Greeted and assisted guests by gathering information about reservations or requests. • Hired and trained new employees, demonstrating best methods for serving clients and guests. • Provided services efficiently and with a high level of accuracy. • Offered appropriate reservation options based on expected attendees when coordinating events. • Prepared bills for customers and delivered to rooms on the day of check-out. • Provided exceptional service and assistance to guests upon check-in. • Increased customer service ratings through personable service. • Greeted daily visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention. • Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours. • Reported facility and room maintenance problems to appropriate personnel for immediate remediation. • Greeted guests at the front desk and engaged in pleasant conversations while managing the check-in process. • Protected guest valuables with main safe or in individual boxes to maximize security. • Maintained transaction security by verifying payment cards against identification. • Maintained financial accuracy by collecting deposits, fees, and payments. • Answered multi-line phone system, responded to inquiries, and transferred calls to correct departments and personnel.

Rooms capacity: 95 Rooms F&B capacity 5 Outlets Associates managed: 20 associates Reporting to Front Office Manager Responsible for the smooth running of the hotel while on duty in absence of department heads and General Manager including the responsibilities listed below. • Handled customer service by dealing with complaints, organizing stock, and answering customer questions. • Worked closely with guests to carefully resolve issues in a timely fashion. • Offered friendly greetings and knowledgeable service to all guests. • Eliminated inaccuracies by paying attention to detail while operating the cash register and handling cash, check and credit card transactions. • Operated POS system to complete cash and credit card transactions. • Created efficient work schedules for each team member to maintain deadlines and keep shifts properly staffed. • Greeted every guest with a personable approach and provided knowledgeable service. • Handling guest concerns and requests, direct appropriate security, and emergency procedures. • Overseeing Food & Beverage, Front Office, Reservations, Security, and Maintenance operations. • Entrusted with handling confidential data and property information. • Developed, maintained, monitored, and controlled reservation system and procedures to maximize hotel operating profit. • Performed Night Audit Procedures that included a reconciliation of revenues and cash, and preparation of Food & Beverage reports as well as daily hotel revenue reports. Accomplished: • Fostered a culture where all employees are empowered to provide guests services, they request to exceed their expectations.

Rooms capacity: 95 Rooms F&B capacity 5 Outlets Associates managed: 20 associates Reporting to Front Office Manager. Key Responsibilities: • Resolved problems using tact and diplomacy by calmly communicating directly with customers or employees. • Strategically scheduled staff for peak business hours for adequate coverage. • Assigned daily job tasks and workloads to 3 team members. • Improved customer service ratings and accurately solved problems using active listening and customer service skills. • Recommended hotel services or amenities that guests may find useful. • Greeted guests upon arrival and offered assistance. • Answered guest inquiries and provided information regarding hotel services and amenities. • Provided guest assistance, including recommendations for tourist attractions. • Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism. • Streamlined check-in process to decrease wait times and increase customer satisfaction. • Investigated guest challenges and sources of dissatisfaction to offer a timely resolution.