NORHAYATI MD SHARIFF

Guest Services Team Leader

PARKROYAL on Beach Road Singapore

04.2025 - Current

Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer concerns promptly.
Streamlined check-in and check-out processes for improved guest experience and reduced wait times.
Resolved challenging customer complaints with empathy and professionalism, turning potentially negative experiences into opportunities for relationship building.
Resolved high-volume of complex customer problems by offering technical information, describing alternative options and explaining service plans.
Collaborated with housekeeping and maintenance teams to ensure timely resolution of guest issues.
Ensured premium service standards by effectively managing VIP guest interactions.
Promptly assisted incoming guests to enhance their experience.
Displayed proficient communication skills to maintain professionalism in all interactions.
Resolved guest issues efficiently, resulting in increased customer retention.

Guest Relations Officer

Jetquay

04.2024 - 02.2025

Ground Operations Monitoring Officer

CAAS

03.2023 - 03.2024

Customer Service Officer

SATS

02.2021 - 02.2022

Leading Stewardess

Singapore Airlines Ltd

04.2020 - 04.2020

Conducted comprehensive audits of various airport areas, including immigration and baggage, ensuring compliance with safety standards.
Facilitated customer assistance during departure and arrival times, enhancing passenger satisfaction.
Provided tailored support to passengers, addressing their specific needs.
Enhanced passenger experience by providing exceptional customer service and attending to individual needs.
Earned recognition from management for consistently demonstrating outstanding teamwork, professionalism, and commitment to customer satisfaction.
Handled challenging situations calmly, resolving conflicts between passengers or addressing concerns promptly.
Managed inventory of onboard supplies, tracking usage patterns to minimize waste and optimize restocking procedures.
Uphold company reputation by adhering strictly to dress codes, grooming standards, and code of conduct protocols.
Participated actively in ongoing training sessions to stay current on industry best practices related to safety regulations or hospitality trends.
Maintained a clean and organized cabin, creating a welcoming atmosphere for guests.
Provided personalized care for VIP guests, anticipating needs and going above-and-beyond to exceed expectations.
Supported colleagues during high-pressure situations, maintaining professionalism under all circumstances.
Assisted travelers with special needs, providing compassionate care while ensuring their safety throughout the journey.
Contributed to team success by cross-training in various roles, increasing overall efficiency and adaptability within the crew.
Conducted regular cabin checks during long-haul flights, monitoring passenger wellbeing and offering assistance as needed.
Collaborated with pilots and other crew members to ensure smooth communication and coordination during flights.
Assisted in the preparation and serving of meals, ensuring dietary requirements were met for each passenger.
Coordinated efficient meal services by working closely with catering teams before takeoff.
Streamlined boarding process by efficiently checking identification documents and guiding passengers through security checkpoints.
Promoted guest loyalty through attentive service paired with genuine warmth at every touchpoint throughout their flight experience.
Facilitated entertainment options for passengers, helping them select movies or activities suited to their preferences.
Improved on-time departure rates by expediting pre-flight preparations and communicating effectively with ground staff.
Ensured safety and comfort of passengers by conducting pre-flight checks and demonstrating emergency procedures.
Answered passenger questions and provided solutions to issues arising during flights.
Assisted passengers with disabilities by providing wheelchairs and supporting throughout airport to provide excellent customer service.
Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
Served beverages and food items from refreshment carts and provided information about in-flight offerings to passengers.
Relayed updates and information to passengers after confirming key details with pilot.
Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.
Collected trash, tidied up aisles and wiped down surfaces during and in between flights to keep cabin clean.
Resolved passenger conflicts and medical emergencies during flights.
Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
Ensured safety and comfort of customers onboard aircraft.
Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
Used excellent customer service skills in addressing passengers' needs.
Completed pre-flight safety checks to reinforce passenger safety.
Monitored cabin during flights and responded to passenger inquiries or issues.
Performed pre-flight cabin checks to maintain operational safety equipment.

Summary

Overview

Work History

Guest Services Team Leader

Guest Relations Officer

Ground Operations Monitoring Officer

Customer Service Officer

Leading Stewardess

Education

GCE O Levels - undefined

Customer Service Officer - undefined

Leading Stewardess - undefined

Skills

Timeline

Guest Services Team Leader

Guest Relations Officer

Ground Operations Monitoring Officer

Customer Service Officer

Customer Service Officer - undefined

Leading Stewardess

Leading Stewardess - undefined

GCE O Levels - undefined

Similar Profiles

NORHAYATI MD SHARIFFNORHAYATI MD SHARIFF

Spencer ChongSpencer Chong

Sharifah Syaza Syed MokhsinSharifah Syaza Syed Mokhsin

NATTASHA ACEE DINESHNATTASHA ACEE DINESH

Saurabh DuggalSaurabh Duggal