Marcus Abraham Thomas
Melaka
Summary
- Experienced Front Office Associate with strong customer service skills.
- Seeking to leverage skills in a new role.
- Proven track record in fast-paced hospitality environments.
- Skilled in handling inquiries and resolving issues.
- Committed to ensuring guest satisfaction.
- Adept at fostering positive guest experiences through attentive service.
- Excellent communication skills to understand and meet guest needs.
- Maintains a welcoming and professional demeanor in all interactions.
- Energetic and positive with strong interpersonal skills.
- Focused on creating a welcoming atmosphere to enhance guest loyalty.
Overview
5
5
years of professional experience
Work History
Guest Service Associate
Rest Collection RedHouse
05.2024 - Current
- Detail-oriented Guest Service Assistant with pre-opening hotel operations and customer service experience.
- Key player in hotel pre-opening, ensuring operational readiness and a welcoming atmosphere.
- Conducted room inspections and addressed maintenance issues.
- Assisted with check-ins and check-outs, delivering exceptional service.
- Managed night shift operations, ensuring guest safety and handling inquiries.
- Collaborated with housekeeping and maintenance for quick resolution of guest concerns.
- Proficient in hotel management software (PMS).
- Team player with proactive problem-solving skills.
- Assisted in training night shift staff and new team members.
- Processed payments accurately and maintained balanced registers.
- Resolved customer complaints diplomatically, enhancing guest relations.
Customer Care Officer
Singtel
01.2022 - 09.2023
- Company Overview: 1606 SME Mobile
- Receive incoming calls from mobile postpaid customers.
- Stay updated on mobile price plans and service add-ons.
- Troubleshoot issues with SIMs, network connections, data usage, and SMS.
- Assist customers with requests (add-ons, billing address changes, price plan changes, ownership transfers, terminations).
- Help customers navigate the Singtel App, Eshop, website, and Bizportal.
- Explain bills and charges to customers.
- Process bill and charge adjustments.
- Communicate via email with customers and staff.
- Achievements:Improved customer satisfaction by addressing inquiries and resolving issues promptly.
Managed high call volumes with strong time management and multitasking skills.
Developed strong customer relationships, increasing repeat business.
Contributed to exceeding monthly sales targets through upselling.
Sorter
J&T
10.2021 - 12.2022
- Responsible for organizing, categorizing, and separating products and materials
- Sort and separate items according to their destinations
- Guiding self-pick-up customers to collect their parcels
- Handling damaged parcels
- Worked collaboratively with colleagues in fast-paced environment to meet tight deadlines for sorting.
Freelance Contractor
09.2020 - 09.2021
- Installation and fabrication of furniture with iron and wood
- Awning and window grill installation
- Handling of welding machine, and heavy-duty tools
- Wiring and electrical works
- Multitasking in various scaffolding and construction fields
Front Office Associate
Hatten Hotel
05.2019 - 09.2020
- Check in/out guests following protocols (early check-ins, walk-ins, group check-ins).
- Complete registration as per hotel policy and update guest profiles.
- Allocate rooms and prepare keys for arrivals.
- Conduct bucket checks during night shifts and close travel agent city ledgers.
- Handle guest complaints professionally and maintain positive relationships.
- Greet guests warmly and ensure a seamless registration process.
- Manage the reservation system, including bookings and cancellations.
- Assist with special requests and exceed guest expectations.
- Answer calls and redirect messages appropriately.
Education
Pentaksiran Tingkatan 3 -
Sekolah Menengah Kebangsaan St Francis Institution
Malaysia01.2017
Sijil Pelajaran Malaysia -
Sekolah Menengah Kebangsaan St Francis Institution
Malaysia01.2017
Ujian Penilaian Sekolah Rendah -
Sekolah Kebangsaan Bandar Hilir
Malaysia01.2012
Skills
- Communication
- Ability to work in a team
- Computer skills
- Flexibility and adaptability
- Handling Pressure
- Patience and composure
- Check-in and Check-out Procedures
- Complaint Handling
- Payment Processing
- Team player mentality
- Maintenance Requests
- Issue Resolution
Languages
English
Malay
Availability
One (01) month notice
References
Ms Eira, +6017-686-6160
Personal Information
- Place of Birth: Melaka
- Ethnicity: Eurasian
- Date of Birth: 09th October 2000
- Gender: Male
- Nationality: Malaysian
- Marital Status: Single
Badminton, Travelling, Watching movies/TV shows
Interests:
- Passionate about watching movies and TV shows, with a keen interest in storytelling and cinematography.
- Enjoy playing badminton, emphasizing teamwork and getting involved in Family gatherings
Timeline
Guest Service Associate
Rest Collection RedHouse
05.2024 - Current
Customer Care Officer
Singtel
01.2022 - 09.2023
Sorter
J&T
10.2021 - 12.2022
Freelance Contractor
09.2020 - 09.2021
Front Office Associate
Hatten Hotel
05.2019 - 09.2020
Pentaksiran Tingkatan 3 -
Sekolah Menengah Kebangsaan St Francis Institution
Sijil Pelajaran Malaysia -
Sekolah Menengah Kebangsaan St Francis Institution
Ujian Penilaian Sekolah Rendah -
Sekolah Kebangsaan Bandar Hilir
Similar Profiles
Beth WeberBeth Weber
Senior Producer at Redhouse Streaming / CP CommunicationsSenior Producer at Redhouse Streaming / CP Communications
Nicole MastropoolNicole Mastropool
Enrichment Teacher at Redhouse Arts CenterEnrichment Teacher at Redhouse Arts Center
Carike Le RouxCarike Le Roux
Teacher at Redhouse Primary SchoolTeacher at Redhouse Primary School
Surinder A/L Jasbeer SinghSurinder A/L Jasbeer Singh
Driver at INNOQUEST PATHALOGY SDN BHDDriver at INNOQUEST PATHALOGY SDN BHD
ILLYA BINTI SHAHARILLYA BINTI SHAHAR
Advocate & Solicitor at Messrs I. Shahar & Co.Advocate & Solicitor at Messrs I. Shahar & Co.