Abu Bakar B Ali
Summary
Highly collaborative professional skilled in working closely with the General Manager to ensure seamless operations. Excels in supervising operational activities and consistently prepares for staff meetings, including performance appraisals. Demonstrates a keen eye for financial oversight and effectively manages revenues. Expertise extends to training and mentoring GREs, as well as skillfully resolving operational glitches that may arise.
Overview
23
23
years of professional experience
Work History
Front Office Manager
Novotel Living Singapore Orchard
02.2021 - Current
- Manage daily operations of the front office, ensuring seamless guest check-in/check-out processes and maintaining a high standard of guest service
- Supervise and train front office staff, ensuring adherence to hotel policies and procedures, and fostering a positive work environment
- Handle guest complaints and resolve conflicts promptly, ensuring an exceptional level of guest satisfaction
- Assist in staff rostering and scheduling, ensuring optimal shift coverage to meet operational demands
- Oversee logistics (e.g., stationary, key cards), maintaining inventory and stock levels
- Monitor guest feedback via platforms such as TripAdvisor and survey engines (Trust You), conducting case studies to identify areas for improvement and enhance guest satisfaction
- Collaborate closely with the Guest Service Manager, Engineering, and Housekeeping teams to elevate guest experience
- Lead and contribute to monthly owner's meetings, presenting key performance metrics such as RPS score, Sparkle, guest nationality trends, and guest reviews
- Provide a monthly summary of P&L, including a review of ongoing and completed projects, and actively participate in the approval process for CAPEX and budget initiatives with the Board of Directors
- Work closely with the Board of Directors to present and secure approval for CAPEX initiatives, ensuring financial and operational alignment
- Oversee cross-departmental collaboration with Engineering and Housekeeping to continuously improve the guest experience, from room quality to in-house service offerings
Senior Duty Manager
Novotel & Mercure Singapore on Steven
08.2016 - 02.2021
- Assist in the registration procedures (Sequence of service)
- Provide information regarding the hotel’s services and policies
- Conduct training for the internship student and full time staff
- Train personnel in customer services as and when required
- Provide resolutions to conflicts and guests’ problems
- Work closely with the Assistant Front Office Manager and Front Office Manager
- Assisting in room defects
- Manage rostering for staffs
- Handling PM Account and work closely with accounts and sales
- Oversee logistics (Stationary, key card etc)
- Monitoring Trip advisor ranking and survey engine (Average and poor, study case)
Assistant Manager (Senior Duty Manager)
Fraser Hospitality
07.2012 - 08.2016
- Meet & Greet guest as they arrive to provide a warm welcome
- Provide guest with necessary information while showing them the way to the check in counter
- Assist in the registration procedures
- Provide information regarding the hotel’s services and operating hours
- Oversee front desk operations
- Ensuring the check-in queues are manageable
- Provide short Role Play on soft skills in pre-briefings
- Attend and provide resolutions to guests’ feedback
- Work closely with EAM; VIPs arrivals and departure and follow ups on guests’ feedback
- Attend Department Head meeting
- Preopening Team
- Assisting other property with the opening and task force (Modena by Fraser Bangkok)
- Auditing sequence of service from the Front Desk staffs as well as the Concierge to ensure consistent
- Vicinity Round Checks
- Monitoring Pending Accounts
- Planning of Roster for Front Front Office
- Monitoring Trip advisor ranking and survey engine (Average and poor, study case)
- Monthly upselling target
- Fraser World Ambassador (Liaising with guest in regards of missing point and membership enquiry)
Duty Manager
Intercontinental Singapore
02.2008 - 07.2012
- Greets VIP guests of the hotel as directed by Front Office Manager, performs special services for VIP guests’
- Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behavior
- Assist in sending guest messages or faxes
- Gives the instructions to the Night Reception, during the high occupancy periods, regarding: walk-in guests and release room blocked because of no- shows
- Assists in handling room lock problems
- Assists in handling wake up calls
- Co-ordinates with all departments concerned in order to maintain Front Office functions properly
- Handles escalations and other related problems and reports on the Assistant manager’s log book
- Authorizes charges to be made for late departures and/or compliments on them
- Promotes and maintains good Public Relations
- Motivates and maintains good staff
- As a duty manager, one most important responsibility was the Possession of high authority to take quick decisions and right actions on account of all security concerns
- At my best, I have initiated program that standardized employee training and led to increase in customer satisfaction which later resulted in the great successful
Room Service
Conrad Centennial Singapore
01.2007 - 01.2008
- Delivers guest food orders in a timely manner
- Checks completed orders for accuracy and quality
- Greets guests, describes selected items to the guest using interesting and vivid descriptions, communicates options for removal of trays, responds to request for tray removal according to established time standards, and accurately closes guest checks
Passenger Service
SATS / Passenger Service (Changi Airport)
01.2005 - 01.2007
- Provided Check-in assistance, ticketing changes, re-booking of itineraries and special service request for passengers
- Assisted unaccompanied minors and passengers with specials needs, resolved customer concerns and other duties
- Board and deplane flights
- Comprehensive knowledge of making reservations prepare and issues tickets
- Deal with passengers inquires about flight departure and arrival
- Customer focused and good attention to detail
Part Time Banquet
Carlton and Raffles Hotel
01.2004 - 01.2005
- Performed all tasks of setting up for weddings and private parties
- Maintained a sanitary atmosphere for guests by thoroughly preparing and maintaining work areas
Barista to Captain
Borders Bistro (Wheelock Place)
01.2002 - 01.2004
- Made supply, food and beverage orders and prepared Sales reports and Payroll
- Opened/closed store and maintained store cleanliness
- Greeting customers, provided information for specials and promotions, and setup advertisement displays for new incoming merchandise, beverages and bakery items
- Held coffee preparation demonstrations and assisted customers with selections of various coffee blends, teas, hot and cold espresso beverages, smoothies, and bakery items
- Supervised rotating shifts, stocking merchandise, and bartended various hot and cold coffee beverages
Education
Diploma in tourism hospitality -
tourism management institute of singapore
04.2011
Nitec - Air conditioning maintenance
Ite bedok
01.1999
Nitec - N ‘ level’
Tampines Sec School
01.1995
Skills
- OPERA
- HMS
- Planning of Front Office Roster
- Upselling
- Membership Enrolment Training
- Team Management
- Staff Motivation
- Effective multitasking
- Operations management
- Team management
- Reservation management
- Project management
- Guest relations
- Training and coaching
- Staff training and development
Timeline
Front Office Manager
Novotel Living Singapore Orchard
02.2021 - Current
Senior Duty Manager
Novotel & Mercure Singapore on Steven
08.2016 - 02.2021
Assistant Manager (Senior Duty Manager)
Fraser Hospitality
07.2012 - 08.2016
Duty Manager
Intercontinental Singapore
02.2008 - 07.2012
Room Service
Conrad Centennial Singapore
01.2007 - 01.2008
Passenger Service
SATS / Passenger Service (Changi Airport)
01.2005 - 01.2007
Part Time Banquet
Carlton and Raffles Hotel
01.2004 - 01.2005
Barista to Captain
Borders Bistro (Wheelock Place)
01.2002 - 01.2004
Nitec - Air conditioning maintenance
Ite bedok
Nitec - N ‘ level’
Tampines Sec School
Diploma in tourism hospitality -
tourism management institute of singapore
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