Mohammad Nizar Ahmad Bakhtiar Afandi
Summary
To make best use of my skills and work experience in the world of hotels by working in the position of hotel concierge.
Professional with comprehensive experience ready for this role. Equipped with strong skills in leadership, problem-solving, and strategic planning. Known for team collaboration and adaptability, consistently delivering results. Strong communicator with focus on integrity and accountability.
Experienced with leadership and strategic planning in high-stakes environments. Utilizes strong problem-solving and decision-making skills to drive operational success. Track record of effective team leadership and conflict resolution, ensuring mission objectives are met.
Overview
33
33
years of professional experience
Work History
Passengers Relations Officer (Team Leader)
Singapore Airline SilverKris Lounge
Changi International Airport
02.2024 - Current
- Premium Service Delivery: Providing personalized assistance to first and business-class passengers to meet or exceed their needs.
- Lounge Operations Management: Managing day-to-day operations of the SilverKris Lounge (SKL) and Krisflyer Gold Lounge (KFGL), ensuring high housekeeping standards.
- VIP Handling: Meeting and assisting VIP passengers to and from the lounges.
- Conflict Resolution: Resolving escalated passenger complaints and handling special requests.
- Operational Coordination: Liaising with the SIN Hub on flight delays and coordinating with traffic staff for flight monitoring.
- Team Leadership: Supervising and coaching staff on operational procedures
Chief Concierge
Novotel Mercure Stevens Singapore
Orchard District
04.2022 - 01.2024
- Staff Management: Train, coach, and supervise concierge staff, handling escalated customer service issues as needed.
- Guest Assistance: Assist guests with reservations, travel arrangements, and recommendations for local attractions and activities.
- Coordination: Collaborate with other hotel departments to enhance guest experiences and resolve any issues that arise.
- Service Improvement: Monitor guest feedback and implement improvements concierge services based on guest needs and preferences.
Asst Chief Concierge
PARKROYAL COLLECTION Marina Bay, Singapore (Formerly Marina Mandarin)
06.2018 - 03.2022
- Manage Concierge Operations: Oversee the daily operations of the concierge team, ensuring high-quality service delivery to guests.
- Serves the needs of guests in hotels, resorts and other accommodation facilities by providing information and special services to enhance guests' visits.
- A Concierge Manager/Head Concierge supervises the Concierge Team and sets the department goals to help Team Members to create an exceptional Guest and customer experience.
- Supervise daily Concierge operations
- Monitor the appearance, standards and performance of the Concierge Team Members with an emphasis on training and teamwork
- Ensure Team Members have current knowledge of hotel products, services as well as a good knowledge of the local area
- Maintain good communication and working relationships with all hotel areas
- Courteous, friendly and professional manner.
- To enjoy working with people.
- Neat, and well-presented appearance.
- Manage daily operation at the Carlton City Hotel concierge desk.
- Oversee 4 Guest Service Agent and 8 Bellmen in the section.
- Planning duty roster for the department weekly.
- Attending to guest challenge and feedback with hotel.
- Give direction to guest place of interest and attraction in Singapore.
- Submit daily reports to Management office, feedback form the guests.
- Report to front office manager of any complaint or incident.
Asst Chief Concierge
Carlton City Hotel Singapore
03.2016 - 06.2018
- Manage Concierge Operations: Oversee the daily operations of the concierge team, ensuring high-quality service delivery to guests.
- Serves the needs of guests in hotels, resorts and other accommodation facilities by providing information and special services to enhance guests' visits.
- A Concierge Manager/Head Concierge supervises the Concierge Team and sets the department goals to help Team Members to create an exceptional Guest and customer experience.
- Supervise daily Concierge operations
- Monitor the appearance, standards and performance of the Concierge Team Members with an emphasis on training and teamwork
- Ensure Team Members have current knowledge of hotel products, services as well as a good knowledge of the local area
- Maintain good communication and working relationships with all hotel areas
- Courteous, friendly and professional manner.
- To enjoy working with people.
- Neat, and well-presented appearance.
- Manage daily operation at the Carlton City Hotel concierge desk.
- Oversee 4 Guest Service Agent and 8 Bellmen in the section.
- Planning duty roster for the department weekly.
- Attending to guest challenge and feedback with hotel.
- Give direction to guest place of interest and attraction in Singapore.
- Submit daily reports to Management office, feedback form the guests.
- Report to front office manager of any complaint or incident.
Executive Boarding Officer
Online Marine Shipping Pte Ltd
08.2015 - 02.2016
- Manage daily operation in the office responding to all email inquiries from owners and captains.
- Attending to the ship upon arrival bunkering & meet the master
- Matters pertaining to port clearances, vessel documentation & other agency operations.
- Submit reports to REPORTS TO ACCOUNT ON VESSEL MATTERS
Supervisor Concierge
Marina Bay Sands Hotel
03.2012 - 07.2015
- Manage daily operation at the Marina Bay Sands Shopping Mall concierge.
- Oversee all counters with 22 Guest Service Agent in the department.
- Planning duty roster for the department weekly.
- Attending to guest challenge and feedback with shopping experience
Concierge
Park Regis Hotel
Clarke Quay
04.2010 - 02.2012
- Greeting guests at the front desk with a friendly and pleasant demeanor.
- Providing customer service.
- Answering guest inquiries about the city and local events and attractions.
- Handling special requests from guests (i.e. limousine service or making the arrangements for special occasions).
- Making reservations for guests to eat at area restaurants, procuring tickets for guests to attend to cultural and artistic performances, or booking sightseeing tours.
- Interacting with personnel from other departments within the hotel.
- Inputting data into computerized reservation systems
Concierge
Hilton Singapore
Orchard
07.2004 - 03.2010
- Meets and greets arriving guests and bids them farewell as they leave.
- Reviews the arrival list daily and assists in preparing and distributing welcome amenities.
- Escort VIPs to their rooms and check them in before their arrival.
- Logs the day's activities in a logbook to ensure that the next person on duty is familiar with everything that guest needs extra attention.
- Promotes all the facilities of the hotel and knows the surrounding areas when asked for directions.
Cabin Crew
Singapore Airlines
Singapore Changi Airport
06.1995 - 05.2004
- Primarily responsible for ensuring passenger safety during a flight. And are also required to ensure the comfort of passengers which is why good customer service skills are so important.
- Checking the safety equipment, ensuring the aircraft is clean and tidy
- Informing the passengers of the aircraft safety procedures and taking them through the procedure in the event of an emergency
- Ensuring that all hand luggage is securely stored away safely
- Giving first aid to passengers where necessary
- Serving meals and drinks to the passengers throughout the flight and preferably with a smile
- Ushering in and welcoming (with a smile) passengers as they board the plane
Concierge
Marriott Hotel Singapore
Orchard Road
02.1993 - 05.1995
- Greeting guests at the front desk with a friendly and pleasant demeanor.
- Providing customer service.
- Answering guest inquiries about the city and local events and attractions.
- Handling special requests from guests (i.e. limousine service or making the arrangements for special occasions).
- Making reservations for guests to eat at area restaurants, procuring tickets for guests to attend to cultural and artistic performances, or booking sightseeing tours
Education
Pasir Panjang Secondary School
01-1989
Skills
- Microsoft, good communication skills, strong planning, organizational and time-management skills
- Work coordination
- Report writing
- Strategic planning
- Innovation and creativity
- Report preparation
Accomplishments
- Supervised team of 60 staff members.
Languages
Indonesian
English
Timeline
Passengers Relations Officer (Team Leader)
Singapore Airline SilverKris Lounge
02.2024 - Current
Chief Concierge
Novotel Mercure Stevens Singapore
04.2022 - 01.2024
Asst Chief Concierge
PARKROYAL COLLECTION Marina Bay, Singapore (Formerly Marina Mandarin)
06.2018 - 03.2022
Asst Chief Concierge
Carlton City Hotel Singapore
03.2016 - 06.2018
Executive Boarding Officer
Online Marine Shipping Pte Ltd
08.2015 - 02.2016
Supervisor Concierge
Marina Bay Sands Hotel
03.2012 - 07.2015
Concierge
Park Regis Hotel
04.2010 - 02.2012
Concierge
Hilton Singapore
07.2004 - 03.2010
Cabin Crew
Singapore Airlines
06.1995 - 05.2004
Concierge
Marriott Hotel Singapore
02.1993 - 05.1995
Pasir Panjang Secondary School