Forward-thinking Senior Manager adept at managing teams of 4 employees, direct reports to accomplish challenging objectives. Imparts clear vision to guide cohesive, high-performing teams.
Hi, I’m
Azlina Ismail
Summary
Overview
24
years of professional experience
Work History
Destination Asia Singapore Pte Ltd
Senior Manager
2014.05 - Current (10 years & 4 months)
Job overview
- Evaluated hiringand promotions requests.
- Managed large-scale projects and introduced new tools, and processes to achieve challenging objectives.
- Supervised and directed teams to keep projects on-track and tasks prioritized.
- Led teams focused on responding client's email and lead the projects for smooth daily operations, surpassing established goals.
- Collaborated with vendors, suppliers and transport carriers.
- Managed team of 4 and oversee the reservations, sales and daily operations.
- Supervised and managed product-related communication to achieve messaging accuracy and product correctness.
- Managed multiple, large-scale projects such as events, cruise groups and high end clients
- Motivated staff towards achieving all sales targets through good communication and teamwork
- Scheduled transport in coordination with vendors, suppliers and carriers.
Shangri-La Hotel Singapore
Reservations Manager
2009.03 - 2014.04 (5 years & 1 month)
Job overview
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
- Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
- Consulted with central reservations to discuss new rate plans and promotions.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Provided customers with information about availability and pricing.
- Resolved various issues and discrepancies for customers.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Worked closely with front desk to achieve full occupancy of property.
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Maintained awareness of types of rooms available in different resort locations.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
The Fullerton Hotel Singapore
Reservations Executive
2006.03 - 2009.03 (3 years)
Job overview
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Provided customers with information about availability and pricing.
- Resolved various issues and discrepancies for customers.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
Orient Vacations Pte Ltd
Senior Reservations Officer
1999.02 - 2006.01 (6 years & 11 months)
Job overview
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
Education
Institute of Technical Education Singapore
Certificate in Travel Services
03.2000
University Overview
Institute of Technical Education Singapore
High School Diploma
12.1998
University Overview
Chong Boon Secondary School Singapore
High School Diploma
12.1997
University Overview
Skills
- Cross-Functional Team Leadership
- Administration and Reporting
- Managing Operations and Efficiency
- RFP Responses
- Performance Tracking and Evaluations
- Managing Deadlines
- Employee Coaching and Motivation
- Managing RFPS
Accomplishments
Accomplishments
- Achieved Perfect Scores by test calls at The Fullerton Hotel Singapore and Shangri-La Hotel Singapore
- Attended Trainers' Skills at Shangri-La Hotel Singapore
2007 Fullerton Awards for Role Model - Guest Contact
2007 Fullerton Awards for Role Model - Guest Contact
Achieved Perfect scores for mystery calls at The Fullerton Hotel Singapore and received good feedback from guests.
Timeline
Senior Manager
Destination Asia Singapore Pte Ltd
2014.05 - Current (10 years & 4 months)
Reservations Manager
Shangri-La Hotel Singapore
2009.03 - 2014.04 (5 years & 1 month)
Reservations Executive
The Fullerton Hotel Singapore
2006.03 - 2009.03 (3 years)
Senior Reservations Officer
Orient Vacations Pte Ltd
1999.02 - 2006.01 (6 years & 11 months)
Institute of Technical Education
Certificate in Travel Services
Institute of Technical Education
High School Diploma
Chong Boon Secondary School
High School Diploma
Similar Profiles
Pazhanivel RajeshkannanPazhanivel Rajeshkannan
QA/QC Cum Document Controller at Kajima Overseas Asia Singapore Pte LtdQA/QC Cum Document Controller at Kajima Overseas Asia Singapore Pte Ltd
Sachin KumarSachin Kumar
Database Team Lead at NEC Asia Pacific Pte Ltd (Singapore)Database Team Lead at NEC Asia Pacific Pte Ltd (Singapore)
Nicholas FindleyNicholas Findley
Intern at Verra Asia Pte Ltd, SingaporeIntern at Verra Asia Pte Ltd, Singapore