Ellia Fitrika
Summary
With over 10 years of experience in the hospitality industry, I bring strong expertise in Front Office and Reservations. Throughout my career, I have successfully mentored new hires and conducted training sessions to support team development. Beyond my operational roles, I actively contribute to fostering workplace culture as part of the team bonding committee, where I organize activities and coordinate with vendors to strengthen collaboration and rapport within the team.
Overview
10
10
years of professional experience
Work History
Customer Experience Agent
Agoda Pte Ltd
06.2021 - 09.2025
- Collaborated with cross-functional teams to streamline support processes and improve service delivery such as flights team, relocations team, fraud team etc.
- Mentored new agents on best practices, ensuring consistency in customer interactions and service quality.
- Documented customer interactions in internal database to maintain customer service history details.
- Developed training materials that increased team efficiency and knowledge retention among staff members.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Investigated customer complaints and escalated issues to address critical requests.
- Actively participated in team meetings, sharing ideas and suggestions for process improvements that enhanced service quality and efficiency.
Front Desk Executive
Ibis Budget Selegie
03.2018 - 06.2021
- Presented Best Hotel Award twice in 2018
- Participated in Promote Tourism Course from SHATEC in June 2020
- Delivered exceptional customer service by addressing guest inquiries and resolving issues promptly.
- Managed front desk operations, ensuring smooth check-in and check-out procedures for guests.
- Coordinated room assignments and maintained accurate reservation records using property management software.
- Developed strong relationships with repeat guests, fostering loyalty and encouraging positive reviews.
- Collected room deposits, fees, and payments.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
Service Staff
Eighteen Chef
01.2017 - 01.2018
- Ensured adherence to safety standards and sanitation practices in food preparation areas.
- Learned other teammates' work tasks to train as backup.
- Collaborated with team members to ensure optimal service quality for all customers.
- Collaborated with kitchen team to streamline workflow and improve service efficiency.
Internship
Amara Sanctuary Sentosa
10.2015 - 04.2016
- Duties include Coordinator and Housekeeping Department.
- Assisted in daily operations, ensuring smooth guest experiences through effective communication and support.
- Coordinated logistics for events, managing schedules and resources to enhance service delivery.
- Supported team members in maintaining high standards of cleanliness and organization throughout facilities.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
Education
O Levels -
Queenstown Secondary School
Diploma - Hospitality & Tourism Management
Kaplan Higher Education Institute
11.2017
Higher Nitec - Hospitality Operations
College West (ITE Choa Chu Kang)
04.2016
Skills
- Customer Service
- Communication & Interpersonal skills
- Front Office
- Coordinator
- MS Office
- F&B Services
- Call center experience
- Escalated call handling
- Problem-solving skills
- Multitasking Abilities
FLUENT IN
English
Malay
Timeline
Customer Experience Agent
Agoda Pte Ltd
06.2021 - 09.2025
Front Desk Executive
Ibis Budget Selegie
03.2018 - 06.2021
Service Staff
Eighteen Chef
01.2017 - 01.2018
Internship
Amara Sanctuary Sentosa
10.2015 - 04.2016
Higher Nitec - Hospitality Operations
College West (ITE Choa Chu Kang)
O Levels -
Queenstown Secondary School
Diploma - Hospitality & Tourism Management
Kaplan Higher Education Institute
CONTACT
- ADDRESS: BLK 20 Teban Gardens Road S(600020)
- PHONE: 90484011
- EMAIL: Ellia.fitrika@gmail.com
OTHER DETAILS
- FEMALE
- MALAY
- 26 YEARS OLD