Summary
Overview
Work History
Education
Certification
Awards
Timeline
Generic
MUSTAQIM

MUSTAQIM

Duty Manager
SINGAPORE

Summary

Dedicated hospitality professional with over 7 years of experience in room division, guest services, and team management. Passionate about delivering exceptional guest experiences and optimizing operational efficiency. Goal is to leverage strong leadership skills, interpersonal communication, and proactive approach to drive guest satisfaction and foster a positive, productive work environment in a managerial role.

Overview

7
7
years of professional experience
4
4
years of post-secondary education
7
7
Certifications

Work History

Duty Manager

Sofitel Singapore City Centre
01.2023 - Current
  • Company Overview: 223 Luxury Keys
  • Front-Office Operations: Manage guest arrivals and departures, ensuring high service standards.
  • Staff Coaching & Training: Lead, coach, and train the Front Office team to exceed performance standards and enhance guest satisfaction.
  • Guest Relations & Problem Resolution: Address guest concerns, resolve complaints promptly, and ensure ongoing satisfaction.
  • Team Motivation & Performance: Inspire the team to meet targets, conduct performance reviews, and support under-performing staff.
  • Security & Safety: Ensure security protocols are followed, investigating incidents and reporting to senior management.
  • Emergency Management: Manage emergencies in the absence of senior management, ensuring smooth operations.
  • Additional Responsibilities: Support day-to-day operations and assist with any other tasks requested by management.

Guest Service Executive

Novotel & Mercure Singapore on Stevens
08.2019 - 07.2022
  • Company Overview: Novotel, 254 Keys | Mercure, 518 Keys
  • Guest Service Excellence: Delivered exceptional guest services, handling check-ins/outs, inquiries, and issue resolution.
  • Supervision & Leadership: Managed Front Office operations, delegated tasks, and maximized staff productivity.
  • Service Standards & Training: Assisted the Duty Manager in monitoring staff performance and training new hires to uphold service excellence.
  • Guest Relations: Built positive relationships with guests by addressing and resolving complaints.
  • Task Force Assistance: Singapore Ibis Bencoolen (518 Keys) & Novotel Living (85 Keys)

Guest Service Agent - Work Study Programme

Holiday Inn Express Singapore Clarke Quay
04.2018 - 07.2019
  • Company Overview: 538 Keys
  • Guest Arrival & Check-In: Greeted guests and ensured efficient check-in procedures, maintaining a positive first impression.
  • Guest Departure & Payment: Assisted with check-out, processing payments and finalizing bills for a seamless departure.
  • Guest Communications: Responded promptly to guest inquiries via email, phone, and in-person, providing accurate information.
  • Complaint Resolution: Addressed guest complaints professionally, ensuring satisfaction and escalating to the Duty Manager when needed.
  • Adherence to Brand Standards: Provided service aligned with brand standards, ensuring guest queries were answered simply and effectively.
  • Additional Duties: Performed tasks as assigned by the Duty or Front Office Manager, ensuring smooth hotel operations.

Education

Specialist Diploma - Hospitality in Business Management

Republic Polytechnic
Singapore, Null, Singapore
06.2018 - 06.2019

Diploma - Hospitality & Hotel Management

Republic Polytechnic
Singapore
04.2011 - 04.2014

GCE "0" Level -

Canberra Secondary School
Singapore, Null, Singapore

PSLE Examinaton -

Sembawang Primary School
Singapore

Certification

WSQ: Supervise Front Office Operations

Awards

  • Sofitel Singapore City Centre, Best Rising Leader Of the Quarter, 04/01/24 - 06/30/24
  • Novotel & Mercure Singapore on Stevens, FDAWU / NTUC / SHA - Employee of the Year Award, 2021
  • Novotel & Mercure Singapore on Stevens, Talent of the Year, 2020
  • Novotel & Mercure Singapore on Stevens, Participant - Singapore Best Receptionist Competition, 2021
  • Holiday Inn Express Singapore Clarke Quay (IHG), Employee of The Year Nominee, 2018

Timeline

Duty Manager

Sofitel Singapore City Centre
01.2023 - Current

Guest Service Executive

Novotel & Mercure Singapore on Stevens
08.2019 - 07.2022

Specialist Diploma - Hospitality in Business Management

Republic Polytechnic
06.2018 - 06.2019

Guest Service Agent - Work Study Programme

Holiday Inn Express Singapore Clarke Quay
04.2018 - 07.2019

Diploma - Hospitality & Hotel Management

Republic Polytechnic
04.2011 - 04.2014

GCE "0" Level -

Canberra Secondary School

PSLE Examinaton -

Sembawang Primary School

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MUSTAQIM Duty Manager