Mohamed Irffan S/o Mohamed Ariff
Avila
Summary
Seeking a challenging and rewarding opportunity to grow along with the organization objective that recognizes and utilizes my true potential while nurturing my skills. Good attitude and Willingness to learn
Overview
13
13
years of professional experience
Work History
Guest Relations Executive
Fairmont Singapore & Swissôtel The Stamford
05.2024 - Current
- Organized special events and activities for VIP guests, creating memorable experiences.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Streamlined check-in and check-out processes for improved efficiency and guest experience.
- Developed strong rapport with guests, leading to increased loyalty and repeat business.
- Collaborated with various departments to ensure seamless guest experiences during their stay.
- Conducted thorough room inspections to maintain high-quality standards for accommodations.
- Assisted in training new team members, contributing to a consistently high-performing staff.
- Managed guest feedback effectively, implementing necessary changes for continuous improvement.
- Handled escalated customer complaints professionally, ensuring swift resolution and satisfaction.
- Coordinated with housekeeping staff to ensure timely room turnovers, minimizing wait times for incoming guests.
- Proactively anticipated guest needs by maintaining up-to-date knowledge of local attractions and amenities.
- Implemented innovative communication strategies to keep guests informed about hotel services and promotions.
- Consistently exceeded sales targets by upselling additional services, enhancing overall revenue generation.
- Maintained detailed records of guest preferences, enabling tailored service offerings during future stays.
- Established a welcoming atmosphere at the front desk area through impeccable presentation and demeanor.
- Successfully resolved booking discrepancies by liaising with reservation agents, ensuring minimal disruption to guest plans.
- Monitored inventory levels of essential supplies, coordinating replenishment as needed for uninterrupted service delivery.
- Fostered a positive work environment by actively participating in team meetings and sharing best practices among colleagues.
- Ensured adherence to all safety regulations within the property, promoting a secure environment for guests at all times.
- Managed and improved customer service functions for reception and lounge areas.
- Directed staff to handle needs for individual guests to resolve issues and generate positive customer experiences.
Lounge Executive
Qantas International Lounges By Accor
Changi Airport Terminal 1
06.2022 - 06.2024
- Conducted pre-event briefings with staff members to ensure smooth operations and adherence to service standards for VIP.
- Enhanced customer satisfaction by providing personalized VIP services and anticipating guest needs.
- Fostered collaborative relationships with vendors and suppliers, securing favorable pricing agreements that reduced costs while maintaining quality.
- Balanced competing priorities while managing multiple reservations simultaneously, guaranteeing timely service delivery for all clients.
- Provided support during special events in the lounge, helping create memorable experiences for attendees.
- Coordinated efforts with catering staff to ensure timely delivery of fresh food items according to guest preferences.
- Increased guest loyalty by promptly attending to their needs and personalizing their experiences.
- Participated in weekly team meetings to discuss guest feedback, share ideas for improvement, and set goals for upcoming weeks.
- Resolved guest complaints quickly and effectively, maintaining a high level of customer satisfaction.
- Collaborated with housekeeping staff to ensure clean and comfortable rooms for guests upon arrival.
- Assisted in training new team members on company policies, procedures, and best practices in guest service delivery.
Guest Experience Specialist
Resorts World Sentosa
Hotel Michael & Crockfords Tower
10.2019 - 08.2020
- Check in and check out
- Cashiering
- Handle guest request
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
Customer Service Crew (Part Time)
Mega Adventure
01.2018 - 01.2019
- Handle customer and ticketing
- Basic Cashiering
- Ensure customer safety
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Participated in team-building activities to enhance working relationships.
- Improved operations through consistent hard work and dedication.
Restaurant Manager
Al-Tasneem Restaurant
01.2016 - 01.2019
- Ensure smooth operation
- Recruiting and supervising staff
- Agreeing and managing budgets
- Overseeing food preparations
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
- Maintained safe working and guest environment to reduce risk of injury and accidents.
- Created fun team building activities to engage staff in up-selling to meet revenue targets.
Sales and Marketing Assistant / Reservations agent
Garuda Indonesia
10.2013 - 04.2014
- Making reservations for passengers
- Organising sales goals and quotas
- Making Power point presentations
- Writing report, company brochures and similar document
- Assisted call-in customers with questions and orders.
- Supported sales team with administrative assistance such as coordinating paperwork and responding to basic inquiries.
- Tracked, measured and reported on trends for sales team analysis and decision making.
- Demonstrated willingness and interest in learning new tasks and skills.
- Gathered market data, import and export analysis and trends.
- Managed customer expectations and helped navigate sales processes.
- Supported sales and marketing teams in creation and implementation of marketing campaigns.
- Shadowed sales professionals to gain deeper insight into best practices and strategies for maximizing sales revenue.
- Helped sales professionals maintain customer relationships by making follow up calls to recent buyers.
- Created customized marketing materials to increase product awareness.
- Identified appropriate marketing channels and target customers for campaigns.
- Coordinated with social media, public relations and other teams to execute product introductions.
Waiter cum bartender
Amara Sanctuary Resort Sentosa
01.2012 - 01.2013
- 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.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
Education
Bachelor Of Science - International Tourism And Hospitality Management
University of Sunderland
01.2020
Diploma - Tourism Management
Shatec Institute
11.2014
Advanced Diploma - Tourism and Hospitality Management
MDIS
06.2018
Skills
- Passenger Care
- Table Setting Arrangements
- Special Care
- Customer Orders
- Food Plating and Presentation
- Safe Food Handling Practices
- Phone Inquiries
- Billing and Payment Processing
- Special Requests
- Customer Preferences
- Order Preparation
- Service Quality
- POS Transactions
- Dietary Restrictions
- Timely Food Delivery
- Room Inventory
- Cash Management
- Food Allergies
- Guest Satisfaction
- Practice Management
- Quality Assurance
- Health Code Standards
- Kitchen Staff Coordination
- Rewards Programs
- Customer Needs Assessments
- Attentive Service
- Procedure Preparation
- Restaurant Operation
- Guest Experiences
- Customer Loyalty
- Identification Requirements
- Company Safety Standards
- Allergy Management
- Order Accuracy
- Assisting with Navigation
- Serve Food
- Covid Symptom Screening
- Enter Orders
- Front- and Back-Of-House Coordination
- Guest Greeting and Seating
Accomplishments
- WSQ – Awarded Statement of attainment of FB-RM102C-0 FOLLOW FOOD AND BEVERAGE SAFETY AND HYGIENE POLICIES AND PROCEDURE
Timeline
Guest Relations Executive
Fairmont Singapore & Swissôtel The Stamford
05.2024 - Current
Lounge Executive
Qantas International Lounges By Accor
06.2022 - 06.2024
Guest Experience Specialist
Resorts World Sentosa
10.2019 - 08.2020
Customer Service Crew (Part Time)
Mega Adventure
01.2018 - 01.2019
Restaurant Manager
Al-Tasneem Restaurant
01.2016 - 01.2019
Sales and Marketing Assistant / Reservations agent
Garuda Indonesia
10.2013 - 04.2014
Waiter cum bartender
Amara Sanctuary Resort Sentosa
01.2012 - 01.2013
Bachelor Of Science - International Tourism And Hospitality Management
University of Sunderland
Diploma - Tourism Management
Shatec Institute
Advanced Diploma - Tourism and Hospitality Management
MDIS