Aida Humaira Hussein
Summary
Dedicated guest service professional in delivering exceptional customer service and leading individuals in the hospitality sector. Proven ability to resolve guest issues, train and guide staff, and enhance the overall guest experience. Adept at managing diverse responsibilities, developing service improvement initiatives, and building positive relationships with guests and colleagues.
Overview
2
2
years of professional experience
Work History
Guest Relations Supervisor
OverEasy | The Lo & Behold Group
05.2022 - Current
- Solely responsible for the management of a high-volume 300-seat restaurant, handling reservations and seating arrangements, ensuring a smooth and efficient process for all patrons.
- Proficient in utilising SevenRooms features with expertise in managing reservations, analysing guest data, and optimising operational processes.
- Supervise Guest Relations department, ensuring adherence to service standards and providing training & development.
- Address and resolve guest complaints and concerns in a timely and professional manner.
- Coordinate with ground staff, bar & kitchen team to address guest needs and ensure a seamless experience
- Handle customer feedback on Google Reviews, crafting thoughtful and solution-oriented responses to both positive and negative reviews.
- Serve as a liaison between management and frontline staff, facilitating open communication channels that promoted teamwork.
Education
Diploma - Arts And Theatre Management
Republic Polytechnic
GCE O'Levels -
Hougang Secondary School
Skills
- Guest satisfaction focus
- Exceptional communication
- Problem solving
- Complaint handling
- Policy enforcement
- Stress tolerance
- Emotional intelligence
- Multitasking
- Attention to detail
- Team player
- Food and Beverage knowledge
- Reservation Systems knowledge
Languages
English
Bilingual or Proficient (C2)
Malay
Advanced (C1)
Timeline
Guest Relations Supervisor
OverEasy | The Lo & Behold Group
05.2022 - Current
Diploma - Arts And Theatre Management
Republic Polytechnic
GCE O'Levels -
Hougang Secondary School