Muhammad Fahmi Bin Muhammad Zain
Summary
Seasoned hospitality and airline professional with a proven track record at AAP Aviation - Finnair, enhancing customer satisfaction through exceptional service and safety. Skilled in emergency procedures and guest relations, adept at fostering positive experiences in high-pressure environments. Demonstrates leadership and cultural sensitivity, significantly improving team collaboration and passenger relations.
Overview
9
9
years of professional experience
Work History
Cabin Crew Member
AAP Aviation - Finnair
03.2022 - Current
- Follow company rules and regulations to promote safe environment for travelers and employees.
- Maintain up-to-date knowledge of all applicable emergency procedures and safety equipment, operating manuals, cabin safety instructions and cabin services circulars.
- Perform on ground pre-flight safety equipment and serviceability checks.
- Perform safety demonstrations before each flight departure, educating passengers on proper use of safety equipment and the emergency exits.
- Participates in in-flight services (i.e. Business Class, Premium/Economy Class).
- As a brand ambassador, cabin crew members should behave appropriately to uphold the image of the airline.
- Collaborate with fellow crew members to deliver a seamless flight experience for passengers, ensuring timely departure and arrival.
- Enhance customer satisfaction by providing exceptional in-flight service and addressing passenger concerns promptly.
- Maintain good passenger relations at all times.
- Handle challenging situations calmly and professionally, such as handling unruly passengers or addressing flight delays.
- Participate in any other ad-hoc assignment as required by the Company.
Butler
Marina Bay Sands
05.2019 - 11.2019
- Responsible for attending to all guests’ requests and ensure that they are fulfilled to guests' satisfaction according to the prescribed standards.
- Demonstrate an enjoyment and enthusiasm for work through effective relationships with other staff and by adopting a "can-do" approach to all tasks assigned.
- Review all in-house, arriving and departing VIP guests on a regular basis; process the check-in and check-out process in a timely and professional manner.
- Service, clean and turndown all butler suites and rooms.
- Be familiar with the set-up and functionality of all equipment in the suites.
- Escort guests from the front of the hotel to the suites and serve the guests as needed, such as hotel tours, suite tours, detailed explanation of services, unpacking and packing luggage.
- Responsible for taking food and beverage orders for in-suite dining and serving the items.
- Attend to all aspects of service within suites including food and beverage service, linen, restocking amenities, equipment and supplies.
- Attend to laundry, dry cleaning, ironing, mending and shoe polishing where required.
- Attend to any personal errands as needed by VIP guest.
- Handle guest requests made through incoming calls and perform follow-ups at Butler Command Centre.
- Anticipate guest needs, respond promptly and acknowledge all guests upon arrival; maintain positive guest relations and ensure guest satisfaction at all times.
Guest Relations Executive
Preludio Private Limited
11.2018 - 05.2019
- Responsible for the handling of all guest-related matters.
- Served as main point of contact for guests and provide briefing to FOH and BOH team members on individual requirements.
- Greet guests, coordinate the seating of guests, and assign guests to tables suitable to the size of each group.
- Oversee the flow of guests in and out of the restaurant.
- Handle restaurant phone calls, emails and online reservations from the guests, in a prompt and respectful manner.
- Managed and improved customer service functions for reception and lounge areas.
- Established a welcoming atmosphere at the front desk area through impeccable presentation and demeanor.
- Work together with other guest relation executives and officers to promote restaurant.
- Performs any other ad-hoc assignment as required by the Company.
Cabin Crew Member
Scoot
10.2015 - 11.2018
- Follow company rules and regulations to promote safe environment for travelers and employees.
- Maintain up-to-date knowledge of all applicable emergency procedures and safety equipment, operating manuals, cabin safety instructions and cabin services circulars.
- Perform on ground pre-flight safety equipment and serviceability checks.
- Perform safety demonstrations before each flight departure, educating passengers on proper use of safety equipment and the emergency exits.
- Participates in in-flight services.
- As a brand ambassador, cabin crew members should behave appropriately to uphold the image of the airline.
- Collaborate with fellow crew members to deliver a seamless flight experience for passengers, ensuring timely departure and arrival.
- Enhance customer satisfaction by providing exceptional in-flight service and addressing passenger concerns promptly.
- Maintain good passenger relations at all times.
- Handle challenging situations calmly and professionally, such as handling unruly passengers or addressing flight delays.
- Participate in any other ad-hoc assignment as required by the Company.
Cabin Crew Member
Tigerair
10.2015 - 11.2018
- Follow company rules and regulations to promote safe environment for travelers and employees.
- Maintain up-to-date knowledge of all applicable emergency procedures and safety equipment, operating manuals, cabin safety instructions and cabin services circulars.
- Perform on ground pre-flight safety equipment and serviceability checks.
- Perform safety demonstrations before each flight departure, educating passengers on proper use of safety equipment and the emergency exits.
- Participates in in-flight services.
- As a brand ambassador, cabin crew members should behave appropriately to uphold the image of the airline.
- Collaborate with fellow crew members to deliver a seamless flight experience for passengers, ensuring timely departure and arrival.
- Enhance customer satisfaction by providing exceptional in-flight service and addressing passenger concerns promptly.
- Maintain good passenger relations at all times.
- Handle challenging situations calmly and professionally, such as handling unruly passengers or addressing flight delays.
- Participate in any other ad-hoc assignment as required by the Company.
Education
Bachelor of Arts - International Hospitality And Tourism Management
Northumbria University, Newcastle
Singapore06.2019
Skills
- Customer Service and Guest Relations Skills
- Communication Skills
- Organizational Skills
- Problem Solving Skills
- Leadership Skills
- Cultural Awareness and Sensitivity
- Complaint Handling
- Passenger Behavior Monitoring
- Passenger Needs Assessment
- Aircraft Safety Checks
- Safety Demonstrations
- Team Collaboration
- Airline Operations
- Creative Thinking
- Speech Clarity
- Crew Resource Management
- Verbal and Written Communication
- Strong Work Ethic
- Professional Appearance
- First Aid
- Food and Beverage Service
- Multilingual Proficiency
- Relationship Management
- Emergency Procedures
Languages
English
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Indonesian
Intermediate (B1)
Timeline
Cabin Crew Member
AAP Aviation - Finnair
03.2022 - Current
Butler
Marina Bay Sands
05.2019 - 11.2019
Guest Relations Executive
Preludio Private Limited
11.2018 - 05.2019
Cabin Crew Member
Scoot
10.2015 - 11.2018
Cabin Crew Member
Tigerair
10.2015 - 11.2018
Bachelor of Arts - International Hospitality And Tourism Management
Northumbria University, Newcastle
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