Muhammad Faisal Bin Sulaiman
Summary
With over 25 years of experience in the hospitality industry and a proven track record in leadership, my expertise lies in successfully managing various departments, including front office, reservations, training, security, housekeeping, and engineering. Throughout my career, I have developed a comprehensive understanding of hotel operations, allowing me to consistently deliver exceptional service to guests. My passion for fostering strong team dynamics and implementing strategic initiatives has driven revenue growth and enhanced guest satisfaction. I am excited about the opportunity to discuss how my expertise can contribute to your organization\'s goals.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Front Office Manager
NEXCOM - NAVY GATEWAY INNS & SUITES
09.2021 - 06.2024
- Company Overview: US NAVY DEPARTMENT OF DEFENCE MILITARY HOTEL
- Report to General Manager
- Managed and overseas Housekeeping and Engineering Department
- Leads, develops, and supervises all Front Office associates, including all section supervisors
- Oversee all areas of the NGIS operation in the absence of the General Manager
- Handle, collect and process all payment / billing received from monthly in-house groups
- Monitor work hours, scheduling, and roster planning of Front Desk
- Acts as the resident expert regarding the NGIS CORE & PMS System
- Scheduling contractors maintenance works and preventive maintenance
- Review customer satisfaction through DOD surveys, and direct customer contact
- Meet department revenue goals by delivering and holding staff accountable to deliver upsell opportunities for all the NGIS products and services
- Provide support and step in as needed so that the Front Desk staff may quickly and effectively respond to guest requests and issues
- Prepares P&L, Budget and Capex reports
- Maintaining inventory checks in all sections
- Attend to meeting at any NGIS Facilities, Singapore and Overseas
- US NAVY DEPARTMENT OF DEFENCE MILITARY HOTEL
Business Owner
PT ALKAUNAIN TRAVEL & TOUR
12.2018 - 02.2020
- Company Overview: JAKARTA
- Partnership business - Handling ground transportation for airlines and VIP's
- Dealing with customer queries and complaints
- Recruiting, training and supervising staff
- Managing budgets
- Maintaining statistical and financial records
- Preparing promotional materials and displays & oversee the smooth, efficient running of the business
- JAKARTA
Front Office Manager
THE VAGABOND CLUB HOTEL, A TRIBUTE PORTFOLIO BY MARRIOT
09.2018 - 11.2018
- Report to General Manager
- Overseas Housekeeping and Engineering Department
- Leads, develops and supervises all Front Office associates including all section managers
- Oversee all areas of the hotel operation in the absence of the General Manager
- Monitor work hours, scheduling and vacation planning of Front Desk and Housekeeping associates while adhering to budgeted labour costs based on hotel occupancy and work volumes
- Participate in recruitment, selection, training and performance management of Front Desk teams
- Review customer satisfaction through surveys, social media, and direct customer contact
- Meet department revenue goals by delivering and holding staff accountable to deliver upsell opportunities for all the fort's products and services
- Prepares P&L, Budget and Capex reports
- Maintaining inventory checks in all sections
- Perform renewal of contract licenses for vendors
Assistant Front Office Manager
GRAND COPTHORNE WATERFRONT HOTEL
05.2017 - 09.2018
- Report to Front Office Manager
- Leads, develops and supervises all Front Office associates including all section managers
- Oversee all areas of the hotel operation in the absence of senior management, acting upon urgent issues as required and reporting observations to the Department Head where applicable
- Monitor work hours, scheduling and vacation planning of Front Desk associates while adhering to budgeted labour costs based on hotel occupancy and work volumes
- Participate in recruitment, selection, training and performance management of Front Desk teams
- Evaluating the appraisal and performance of front office staff
- Delivery resolution to customer problems, such as discounts, adjustments to bills or complimentary rooms to compensate for any inconvenience as directed
- Review customer satisfaction through surveys, social media, and direct customer contact
- Meet department revenue goals by delivering and holding staff accountable to deliver upsell opportunities for all the fort's products and services
- Prepares P&L, Budget and Capex reports
- Maintaining inventory checks in all sections
- Perform renewal of contract licenses for vendors
Support Consultant - Opera
ORACLE CORPORATION SINGAPORE
03.2014 - 01.2017
- Company Overview: FORMERLY KNOWN AS MICROS FIDELIO
- Reporting to Support Manager - Opera Competency Manager
- Providing online support, Resolving and rectifying cases via Clarify systems to our clients including hotels, resorts, casinos, clubs and apartments
- Providing troubleshooting issues and applying effective solutions to customer issues
- Logging the diagnosis steps and providing feedback to customers
- Providing on-site support during Pre-openings hotels or during system migrations
- Providing PMS support coverage during weekends/after office hours (24 hours support hotline
- FORMERLY KNOWN AS MICROS FIDELIO
Senior Duty Manager
ORCHARD PARADE HOTEL
01.2012 - 02.2014
- Report to the Front Office Manager
- Managing a team of Duty Managers, Concierge Manager, Guest Experience Manager and all front office team
- Line trainers for all front office staff
- Departmental Champion in Risk Management, Risk Assessment & Service Ambassador
- Assist in coaching and training new employees
- Conduct quarterly appraisal for duty managers and staff Provides input for employees on probation
- Provides feedback on employee performance appraisal discussions in line with department guidelines
Regional Training Manager
COMO HOTELS AND RESORTS
05.2010 - 01.2012
- Reporting to Regional Operations Director
- Manage Front Office Trainings for all worldwide COMO Hotels & Resorts
- Provide In-house system and operations training to end users within COMO properties on the following applications: Property Management Systems - Opera V5, Food and Beverage Point of Sales - MICROS 3700 / 9700, Inventory Control - MICROS Material Control, Sales and Catering - Delphi, Activities and SPA - Harms Systems
- Creates action plans for each property to Applications Training Requirement
- Develop Applications SOP Manuals / Workbook / Lesson Plans for end users
- Develop Policy & Procedures for system application
- Develop and conduct system audit for all COMO properties
- Participating in developing standards and frameworks for System Applications
- Participate in planning and policy development for the Information Technology Services Division
- Propose Solutions and Security Gaps to Regional Operations Manager
Reservations Manager
NOVOTEL CLARKE QUAY
02.2009 - 05.2010
- Reports directly to Director of Sales
- Oversee reservation administration and provide update to reservation systems and process all requests and manage inventory of all processes and recommend ways to maximize revenue
- Forecast all project requirements on an everyday basis and ensure achievement of all hotel reservation objectives
- Manage all guest issues and ensure response to all queries and monitor flow of rooms and recommend ways to increase revenue
- To be fully aware of the Hotel allotments spread all the times, and to follow up with the Contract conditions, and cut off dates
- Ensure that all reservations are recorded on standard forms attached with the correspondence concerned, and they are filed by arrival date in easily accessible Files
- Coordinate with the sales and reservation team for all room bookings and provide training to newcomers and assist to resolve all issues
- Monitor room situations and supervise the Reservation Agents / Supervisors to maximize the Hotel Sales with the highest possible Average Room Rate
- Assist the meeting planner to analyze all room requirements and collaborate with the sales and marketing team to ensure compliance to all revenue management guidelines
Duty Manager
INTERCONTINENTAL HOTEL, SINGAPORE
10.2006 - 02.2009
- Reports directly to Director of Guest Services
- Manage side duties of Refund Processing, No-show charges and DM rosters
- Champion for departmental fire crisis and Business Continuity Plans
- Appraises appearance and grooming of all guest contact employees
- Ensure operational procedures and standards are maintained in accordance with the SOPs
- Ensure that all guest areas are always clean and free of hazards
- Assist with the preparation and finalization of all Front Office reports, schedules and requisitions, etc
- Train personnel according to the established procedures
- Check and schedule duty rosters based on occupancies, events, and public holidays
Guest Services Manager
THE SCARLET HOTEL
02.2003 - 01.2006
- Manage Guest Services and Concierge
- Provide information about local features, such as shopping, dining, nightlife, or recreational destinations
- Make dining and other reservations for guests and obtain tickets for events
- Pick up and deliver items or run errands for guests
- Perform office duties on a temporary basis when needed
- Receive, store, or deliver luggage or mail
- Train personnel according to the established procedures
- Assist in coaching and training new employees
- Maintain logbooks for recording the daily operations of the Concierge
Snr Guest Services Executive
CHANGI VILLAGE HOTEL
04.2002 - 01.2003
- Reporting to Front office Manager and assist to control rates for group business, low yield rooms allocations, complimentary rooms and upgrading, group space blockage and timely wash, especially during the peak season and/or high demand days when expected occupancy is running high
- Checks regularly and disseminate information on market situation including weekly check and report on booking trend in the market through exchanges with competitors, test calls and reports on seasonal rates book-able at competitor hotels, etc
- Assist the reservations manager to supervise the Reservations Agents in their daily duties
- Have a full working knowledge and ability to supervise, train, correct and demonstrate all duties and tasks, in assigned place of work, according to the standards as set
Front Office Agent / Senior Front Office / Reservations Officer
WESTIN STAMFORD AND WESTIN PLAZA HOTEL, SINGAPORE
07.1996 - 03.2002
- Perform Reception Duties
- Acquire sound knowledge of operations procedures and policies of the front desk
- Updates and maintain guest profiles
- Registers and rooms are all arriving guests according to hotels policies and procedures
- Action on all traces, alerts and correspondences for each guest
- Escorting and rooming of guest
- Attends to all guests' inquiries and requests
- Handle reservation enquiries
- Obtain all required details to process bookings
- Perform cashiering tasks
Education
NTC 3 -
Ayer Rajah Vocational Institute
GCE N Level -
Yusof Ishak Secondary
PSLE -
Jin Shan Primary School
Certification
- Certified Safe Management Measures - Preparing Workplace for Covid-19
- Certificate in Risk Management - BizSafe 2
- Certificate in Develop a Risk Management Implementation Plan
- Certificate in Implement Incident Management Process
- Certificate in Respond to Fire Incident in Workplace
- Certificate in Promote Tourism
- Certificate in F & B Safety and Hygiene Policies/Procedures
- Certificate in Conduct Competency-Based Assessment (Institute of Adult Learning)
- Certificate in Facilitate training in the workplace (Institute of Adult Learning)
- Completed Security Officer Course (Certified Valid PLRD License)
- Certificate in Recognize Terrorist Threat - Certified
- Certificate in Fundamental Management Supervisory Skills
- Certified in Intercontinental Competency Based Interviewing Skills
- Certificate In Handling Difficult Customers
- Intercontinental Brand & Quality Training IHG Accelerated leadership Development Program
- Soft Skills Certification of Completion
- United States Department of Defense Certification
Skills And System Literacy
Leadership in hospitality, Front Office management, Crisis handling, Training and development, Customer service excellence, Word, PowerPoint, Excel, Opera version 2,3,5, Opera Cloud, Micros Fidelio Version 7.11, HIS Epitome System, Pegasus, Clarify systems, Luxe, Wotif, Travelocity, Fast Bookings, Booking.Com, Gulliver's Travel, Rates To Go, SHA, Rakuten, Agoda, Asiarooms.com, Trip Advisor, FCS Connect, FCS Winsuite, Espresso, Assistant Concierge, Guest Opportunity Tracking System, Hot SOS, Lotus Notes, Delphi, Micros POS System, Ideas, EZRMS
National Service
Completed, Singapore Police Force, 1993-1995
Personal Information
- Age: 50
- Ethnicity: Malay
- Gender: Male
- Nationality: Singapore Citizen
- Marital Status: Married
- Religion: Islam
Timeline
Front Office Manager
NEXCOM - NAVY GATEWAY INNS & SUITES
09.2021 - 06.2024
Business Owner
PT ALKAUNAIN TRAVEL & TOUR
12.2018 - 02.2020
Front Office Manager
THE VAGABOND CLUB HOTEL, A TRIBUTE PORTFOLIO BY MARRIOT
09.2018 - 11.2018
Assistant Front Office Manager
GRAND COPTHORNE WATERFRONT HOTEL
05.2017 - 09.2018
Support Consultant - Opera
ORACLE CORPORATION SINGAPORE
03.2014 - 01.2017
Senior Duty Manager
ORCHARD PARADE HOTEL
01.2012 - 02.2014
Regional Training Manager
COMO HOTELS AND RESORTS
05.2010 - 01.2012
Reservations Manager
NOVOTEL CLARKE QUAY
02.2009 - 05.2010
Duty Manager
INTERCONTINENTAL HOTEL, SINGAPORE
10.2006 - 02.2009
Guest Services Manager
THE SCARLET HOTEL
02.2003 - 01.2006
Snr Guest Services Executive
CHANGI VILLAGE HOTEL
04.2002 - 01.2003
Front Office Agent / Senior Front Office / Reservations Officer
WESTIN STAMFORD AND WESTIN PLAZA HOTEL, SINGAPORE
07.1996 - 03.2002
NTC 3 -
Ayer Rajah Vocational Institute
GCE N Level -
Yusof Ishak Secondary
PSLE -
Jin Shan Primary School
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