Arfa Dahlia Abd Rahman
Senior Front Office Duty Manager
Summary
At The Sultan Hotel, I spearheaded front office operations, significantly enhancing guest satisfaction by streamlining check-in/out processes and expertly managing complaints. My leadership in training staff and optimizing shift schedules demonstrated a blend of strong guest relations management and effective operations management, contributing to a notable improvement in team efficiency and customer service excellence.
Personable and organized with strong ability to manage front office operations and ensure guest satisfaction. Adept at multitasking and handling administrative duties efficiently. Capable of creating welcoming environment and maintaining high service standards to enhance positive guest experiences.
Overview
19
19
years of professional experience
1
1
Language
Work History
Front Office Duty Manager
The Sultan Hotel
09.2020 - Current
- Streamlined check-in and check-out processes for improved guest experience and reduced wait times.
- Trained new hires in front office procedures, contributing to a knowledgeable and skilled team.
- Managed daily front office operations, ensuring smooth workflow and maximum efficiency among staff members.
- Resolved guest complaints professionally, maintaining a positive hotel reputation and fostering customer loyalty.
- Assisted guests with special requests or needs, providing personalized service that exceeded expectations.
- Enhanced guest satisfaction by efficiently handling front office tasks and promptly addressing inquiries.
- Established effective shift scheduling for front office staff, ensuring optimal coverage during peak hours and balanced workloads for team members.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Patient Service Officers
National Dental Centre Singapore
09.2005 - 12.2007
- Enhanced customer satisfaction by efficiently addressing and resolving service-related issues.
- Improved overall workflow efficiency by implementing standardized procedures across the department.
- Maintained detailed records of all service interactions, ensuring accurate client information was available for follow-up actions.
- Counted cash drawers and deposits, checked supplies, and completed any other required opening or closing task to facilitate smooth team operations.
Education
High School Diploma -
Damai Secondary School
Singapore, Null, Singapore 04.2001 -
Skills
Front desk operations
Complaint handling
Guest relations management
Check-in and Check-out procedures
Reservation handling
Guest satisfaction tracking
Staff training and development
Customer service
Guest relations
Operations management
Reservations assistance
Customer relations
Timeline
Front Office Duty Manager
The Sultan Hotel
09.2020 - Current
Patient Service Officers
National Dental Centre Singapore
09.2005 - 12.2007
High School Diploma -
Damai Secondary School
04.2001 -
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