Hernie Nur'ain
Singapore
Summary
As a hotelier with a proven track record in complaint resolution and customer service excellence. Expertise in coaching and mentoring fosters teamwork and enhances service efficiency, driving operational success. A strong commitment to effective communication and problem-solving consistently elevates customer satisfaction and loyalty, positioning as a valuable asset to any customer-focused team. Passionate about creating memorable guest experiences while leading teams to achieve outstanding results.
Experienced with operational management, staff supervision, and customer service excellence. Utilizes strong interpersonal skills and strategic thinking to ensure smooth daily operations. Track record of effective problem-solving and maintaining high standards in dynamic settings.
Overview
1
1
Certification
13
13
years of professional experience
Work History
Duty Manager (Front Office)
YOTEL Singapore Orchard Road
Singapore
10.2025 - Current
- Trained and supervised front desk staff on daily responsibilities and guest interaction protocols.
- Handled guest check-ins and check-outs, maintaining high levels of satisfaction and service quality.
- Resolved customer complaints and issues promptly to maintain a positive reputation.
- Monitored inventory of office supplies and placed orders to ensure seamless front desk activities.
- Coordinated with housekeeping and maintenance departments to ensure room readiness and address issues.
- Supervising lobby operations and ensuring smooth guest flow.
- Handling billing matters, deposits, rebates and preventing bad debts.
- Supervised daily operations to ensure seamless guest experiences and high service standards.
- Trained and mentored team members to enhance performance and operational efficiency.
- Monitored inventory levels, ensuring timely replenishment of supplies to meet operational needs.
Front Office Service Leader
JEN Singapore Orchardgateway by Shangri-La
Singapore
05.2014 - 09.2025
- Managed front office operations ensuring efficient functioning and excellent customer service.
- Trained and supervised front desk staff on daily responsibilities and guest interaction protocols.
- Handled guest check-ins and check-outs, maintaining high levels of satisfaction and service quality.
- Resolved customer complaints and issues promptly to maintain a positive reputation.
- Monitored inventory of office supplies and placed orders to ensure seamless front desk activities.
- Coordinated with housekeeping and maintenance departments to ensure room readiness and address issues.
- Streamlined operational processes to improve efficiency and reduce service delivery times.
- Led service teams to enhance guest satisfaction through training and development initiatives.
Service Associate (Guest Service Officer)
Gallery Hotel
Singapore
01.2013 - 01.2014
- Managed front desk operations, ensuring efficient guest check-in and check-out processes.
- Provided exceptional customer service, resolving guest issues promptly and professionally.
- Maintained detailed knowledge of hotel services, local attractions, and amenities for guest inquiries.
- Processed transactions and handled cash, credit, and billing inquiries with accuracy.
Education
High school diploma -
Shatec
Singapore01.2024
Diploma - Hotel & Accommodation
ITE Clementi
Singapore01.2008
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New Town Secondary School
Singapore01.2007
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Clementi Primary School
Singapore01.2006
Skills
- Positive Attitude
- Guest Services
- Customer Focus
- Problem-Solving
- Teamwork
- Customer service
- Time management
- New employee training
- Team supervision
- Customer communication
Certification
- Licensed in First Aid in March 2026
Languages
English
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Timeline
Duty Manager (Front Office)
YOTEL Singapore Orchard Road
10.2025 - Current
Front Office Service Leader
JEN Singapore Orchardgateway by Shangri-La
05.2014 - 09.2025
Service Associate (Guest Service Officer)
Gallery Hotel
01.2013 - 01.2014
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Clementi Primary School
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New Town Secondary School
Diploma - Hotel & Accommodation
ITE Clementi
High school diploma -
Shatec