Muhamad Ariffin Kedek
Summary
Seasoned Chief Concierge with a proven track record at Mandarin Oriental Singapore,Grand Hyatt Singapore and IHG, showcasing exceptional guest relations and leadership skills.
Elevated guest satisfaction through innovative service strategies, achieving notable training results.
Expert in guest itinerary build, trained on Emergency Response, First Aider, ACTA trained and member of Les Clefs d'Or Singapore.
Overview
13
13
years of professional experience
Work History
Chief Concierge
Pan Pacific Orchard Singapore
11.2023 - Current
- Supervise daily Concierge and Baggage operations
- Set Departmental objectives, work schedules, budgets, policies and procedures and trainings
- Ensure associates have current knowledge of hotel products, services, and policies as well as local area
- Maximise Sales revenues through up-selling and marketing programme
- Monitor Guest satisfaction reports and implement actions to improve results- Trip Advisor and Trust You platform
- Act in accordance with policies and procedures when working with front of house equipment and property management systems
- Enforce LQA standard in-line with SOP trainings
Chief Concierge
Mandarin Oriental Singapore
08.2022 - 10.2023
- Supervise and direct Baggage, Lobby Ambassadors and Concierges
- Communicate and curate guest itinerary against purpose of visit
- Collaborate with Vendors creating guest experience during
- Provide area maps, brochures and other literature recommending best places to visit in Singapore
- Handling of bookings, appointments and reservations for guests
- Conduct regular training for LQA and Forbes in-line with standards
Concierge Manager
Grand Hyatt Singapore
07.2018 - 03.2021
- Coached, supported and developed team with goal of continuous growth and skill improvement.
- Enhanced guest satisfaction by promptly addressing inquiries and providing personalized recommendations.
- Tracked and optimized team metrics such as overall production, conversion rates, product types and customer satisfaction.
- Increased return visits by consistently exceeding guest expectations through attentive service and tailored recommendations.
- Coordinated guest transportation arrangements, including airport transfers, car rentals, and limousine services.
- Maintained up-to-date knowledge of local events, venues, and attractions to provide accurate information to guests.
Chief Concierge
Holiday Inn Atrium Singapore
11.2011 - 06.2018
- Negotiated favorable rates with transportation providers, securing cost-effective options for guests seeking reliable travel arrangements.
- Implemented innovative strategies for handling high-volume periods without compromising the quality of service.
- Contributed to the development of marketing materials highlighting the hotel''s outstanding concierge services, ultimately increasing brand awareness and attracting new clientele.
- Assisted in budget planning and resource allocation, optimizing financial performance without sacrificing service levels.
- Mentored new concierge staff members, fostering a supportive work environment and promoting professional growth.
- Handled customer complaints to satisfy and retain guests.
Education
Automotive - Automotive Engineering
Balestier Institute Technology Education
Singapore01-1999
O Level - Arts And Sports
Tanglin Secondary School
Singapore07-1998
Skills
- Guest relations expertise
- Strong leadership
- Customer service
- Attention to detail
- Event planning experience
- Decision-making
- Training and mentoring
- Hospitality service expertise
- Interpersonal communications
- Emergency response
Soccer and Outdoor activities
By engaging in outdoor activities, I develop self-confidence and creativity by making things around me interesting. Outdoor activity and sports is a great way to develop my social skills. Becoming involved in activities allows me to meet new people enhancing my interaction.
Timeline
Chief Concierge
Pan Pacific Orchard Singapore
11.2023 - Current
Chief Concierge
Mandarin Oriental Singapore
08.2022 - 10.2023
Concierge Manager
Grand Hyatt Singapore
07.2018 - 03.2021
Chief Concierge
Holiday Inn Atrium Singapore
11.2011 - 06.2018
Automotive - Automotive Engineering
Balestier Institute Technology Education
O Level - Arts And Sports
Tanglin Secondary School
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