MOHAMMAD ISKHANDAR BIN ABD KARIM
Assistant Operations Manager
Singapore
Work Preference
Summary
Dynamic and results-driven front office and guest relations professional with 18 years of experience in the hospitality industry, specializing in hotel operations and guest services. Proven ability to enhance operational efficiency through process optimization and a strong focus on team collaboration. Recognized for exceptional interpersonal skills, fluency in English and Malay, and a commitment to delivering outstanding guest experiences. Adaptable and reliable, with a solid track record in resource management and workflow optimization, consistently achieving organizational goals.
Overview
22
22
years of professional experience
1
1
Language
Work History
Assistant Operations Manager
Singapore Post Limited
01.2023 - Current
- Overseeing the day-to-day operations of the company's logistics services.
- Managing teams of employees, including hiring, training, and evaluating their performance.
- Ensuring all mail and parcels are collected and processed on time.
- Maintaining the highest level of accuracy and quality control.
- Managing budgets, including planning and monitoring expenses.
- Developing and implementing processes to improve efficiency and productivity.
- Liaising with internal and external stakeholders, including customers, vendors, and government agencies.
Front Office Manager/Fire Safety Manager
Furama City Centre, Singapore
03.2020 - 04.2022
- Managing the Room Division of the hotel consisting of Front Office, Housekeeping, Engineering and Security. Actively involved with Revenue & Yield.
- In charge of the operations during government facilities (SHN/GQF). Liaising closely with various agencies.
- Monitor fiscal budget, operations of assigned department(s) and marketing strategies to produce both short-term and long-term profitability.
- Provide input into the research, development, evaluation and implementation of new products, services, technology and processes to ensure the properties competitive position and in anticipation of changing customer needs within the dynamic hospitality environment.
- Assist with managing the delivery and measurement of guest service within assigned department(s) consistent with the company’s core service standards and brand attributes.
- Create a work environment which promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction; quality hiring, training and succession planning processes that encompass the company’s diversity commitment, compliance with company policies, legal requirements and collective bargaining agreements.
- Ensure guest complaint resolution procedures are implemented within the view of the property’s philosophy and service.
- Work closely with other department heads to develop strategic business plans towards achieving business goals.
- Assist the Hotel Manager with the effective implementation of standards, policies & procedures & achieve maximum guest comfort & satisfaction.
- Identify the training needs of the operations team and work with Guest Engagement Manager to define training requirements.
- Develop and maintain effective communication and coordination with internal departments.
Assistant Front Office Manager
Park Avenue Changi, Singapore
09.2019 - 02.2020
- Spearhead the operations for Front Office/Security team, Convention Centre and Property Management.
- Gained knowledge of front office P&L and forecasting of monthly budget.
Duty Manager
Furama Riverfront Hotel, Singapore
05.2014 - 08.2019
- Support the Front Office Manager in overseeing all aspects of front office operations and liaising between different departments such as engineering, housekeeping and F&B, to provide excellent service to guests.
- Supervise the Front Office staff and workflow to ensure hotel standards and procedures are met, maximizing customer satisfaction levels.
- Responsible for service recovery and handling guest interaction in accordance with hotel values and requirements.
- Conduct daily staff briefing and provide new staff mentoring to generate team spirit and motivation, maintaining the highest level of Front Office service standards.
- Consistently exceed monthly revenue targets by over 30% through up-selling premium rooms to guests
- Chosen from among five Duty Managers to lead three-month operational efficiency project to improve workflow for concierge and telephone operators (project completion in March 2019)
- Selected to expand role to include hotel security and currently undertaking security courses certified by WSQ.
- Won the ‘Employee of the Month’ award in 2017 and nominated for the ‘Employee of the Year’ award in 2018.
- Significant Achievements
Duty Manager
Orchard Hotel, Singapore
07.2013 - 05.2014
- Oversaw front office operations team, and took charge of all guest service needs, from managing staff roster and training, to hotel risk and safety issues.
- Contributed to meeting monthly revenue targets by motivating staff to up-sell premium rooms.
- Gatekeeper of hotel group bookings, communicating guest preferences to other departments
Duty Manager
The Fullerton Hotel, Singapore
10.2009 - 06.2013
- Led reception staff in coordinating front desk activities, guest services and reservations to meet hotel service standards.
- Collaborated with other departments in resolving guest issues and concerns, supporting hotel emergency situations and VIP guest security and safety measures.
- Managed all VIP arrivals in the absence of General Manager, to encourage return business.
Duty Manager
Furama City Centre, Singapore
04.2008 - 10.2009
- Supported the Assistant Front Office Manager in daily operations, supervising guest arrivals/departures to ensure check in/out processes follow hotel procedures and are customer focused.
Duty Manager
Copthorne Kings Hotel, Singapore
02.2004 - 03.2008
- Formulated departmental SOPs to enable strict adherence to hotel procedures, preparing the team for hazards and unusual circumstances.
- Achieved high service levels in building guest relations, providing quality club experience for hotel guests.
Education
Diploma - Marketing Management
Management Development Institute of Singapore
Singapore07.2006
Skills
Hotel Guest Relations
Front Office Operations
Service Recovery
Tourism and Hospitality
Process improvement
Operational planning
Operations management
Training and mentoring
Compliance monitoring
Performance tracking
Cost analysis and savings
Project management
References
-References Available on Request -
Accomplishments
- Consistently exceed monthly revenue targets by 30% through up-selling premium rooms
- Won ‘Employee of the Month’ award in 2017 and nominated for ‘Employee of the Year’ award in 2018
TECHNICAL SKILLS & MISCELLANEOUS INFORMATION
- Technical Skills: Micros Fidelio Opera System, Pegasus Property Management System, Microsoft Office
- Availability: 1 months’ notice required
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Advanced (C1)
Malay
Advanced (C1)
Timeline
Assistant Operations Manager
Singapore Post Limited
01.2023 - Current
Front Office Manager/Fire Safety Manager
Furama City Centre, Singapore
03.2020 - 04.2022
Assistant Front Office Manager
Park Avenue Changi, Singapore
09.2019 - 02.2020
Duty Manager
Furama Riverfront Hotel, Singapore
05.2014 - 08.2019
Duty Manager
Orchard Hotel, Singapore
07.2013 - 05.2014
Duty Manager
The Fullerton Hotel, Singapore
10.2009 - 06.2013
Duty Manager
Furama City Centre, Singapore
04.2008 - 10.2009
Duty Manager
Copthorne Kings Hotel, Singapore
02.2004 - 03.2008
Diploma - Marketing Management
Management Development Institute of Singapore