Nadiah Rahmat
Hospitality Professional I Facilitator I WSO
Singapore
Summary
An enthusiastic and professional individual who enjoys being part of a leading, successful, and productive team. Motivated and a personable individual, I thrive in a deadline driven environment. Poised and versatile, I am able to maintain composure under pressure. Diplomatic and tactful with colleagues, and I can easily transcend with cultural differences. I lead a successful team and able to work well on my own initiative, as well as to demonstrate high levels of motivation.
Looking for a suitably challenging role in the hospitality and healthcare industry preferably in the front line, human resources, training, administrative and or reservations departments to utilize my skills and expertise and widened my knowledge and explore a new horizon. I am keen to achieve further professional development and aims to capitalize on my qualification in Hotel Management, adult training (ACTA certified) and my 18 years working experiences in the front line.
Overview
17
17
years of professional experience
7
7
years of post-secondary education
Work History
Manager
Ministry of Health, Case Management Contact Centre
10.2021 - Current
- Develops and devises core training programs and materials for new processes, procedures, and products relating to Covid-19 (Project based)
- Established and maintained distributed user guide, lesson plans, manuals, performance assessment and evaluation questionnaire
- Collaborated with other ministries and agencies to develop content to meet evolving needs of participants
- Identified training needs, contributed to program design, and delivered a variety of training topics
- Provide full spectrum of secretarial support to Deputy Director and other senior managers in Quarantine Operations Task Group
- Handle confidential contracts, documents, account setting and general correspondences
- Manage Deputy Director’s schedule, including setting up appointments with various clients, arranging schedules, and recording of minutes of meetings
Guest Services Manager
The Regent Singapore
02.2016 - 02.2021
- Oversees all aspects in the department including recruitment and orientation, training programs, disciplining, and mentoring, stocks, and inventories, collating and reviewing and analysing reports, prepares executive summaries and demonstrating a high visibility within the lobby area
- In-charge of and oversees driveway, valet, and carpark management operation
- Responsible for a crew of 38 team members (13 full-timers, 20 part-timers, 5 onsite contractor)
- Achieved 100% in departmental Leading Qualification Assurance assessments in 2017 and 2018
- Consistently achieved average of 87% in annual Employee Engagement Survey – top of percentile in region
- Instinctively assumed the acting position of head for Guest Experience, Concierge and Communication department in 2018-2019 during transition, overseeing daily operations in the business unit
- Reduces operation costs by continuously comparing products, methods and technologies of different suppliers or vendors and reviewing cost practices efforts
- Mentorship role for Rooms Operations Trainees under ITE Work Learn Technical Diploma
- Nominated for the role of Safety Management Officer role during the pandemic
- Created and monitored core training programs and materials for departmental and section training, focusing on Leading Quality Assurance and Forbes standards
- Champions pilot programming such as Alice, Intelity, Knowcross, and Drop Positioning
Hotel Assistant Manager
The Regent Singapore
06.2014 - 02.2016
- Selected candidate for the promotion to Guest Services Manager in 2016
- Controlled and monitored room situation and coordinated arrangement for bump situations
- Tactically forecast room availability to ensure optimal occupancy and rate is attained
- Forecast intuitively, anticipate the operation needs by analysing trends and movements
- Collated, investigated and handled feedback and comment from guests and suggest future improvements and/or to conduct service recovery
- Reviewed all paid outs, rebates, and direct billing requests from time to time and liaised with Reservation Manager, Front Office Manager or Credit Manager
- Spearheaded 6 months of rooms upselling and achieved highest revenue for the year for 3 months
- Reorganized and re-established new procedure of lobby safe deposit box for internal and external guests - in consistent with Innkeepers Act
Duty Manager
Crowne Plaza Changi Airport
07.2010 - 04.2014
- Assisted in maintaining a comprehensive and guest focused set of departmental standards and procedures, and oversee their implementation
- Interpreted financial forecast on rooms to ensure that hotel maximise on a healthy revenue during Night Audit
- Managed, responded, and resolved crisis and guest services recovery situations
- Undertook the role of Departmental Trainer to conduct and cascade training to facilitate learning and development of individuals
- Ensure training needs analysis of Front Office staff is conducted, and training programmes are designed and implemented to meet needs
Assistant Guest Services Manager
Marina Mandarin Singapore currently Park Royal Collection Marina Bay
10.2008 - 03.2010
- Managed daily operations focusing on VIPs movement, delivered exceptional hotel experiences for guests, owners, employees, and other stakeholders
- Coordinated, scheduled, and supervised the team’s activities, including customer service, staff training and development, roster planning and taking disciplinary actions
- Deputised for Guest Services Director in his absence
Senior Guest Services Executive
Marina Mandarin Singapore currently Park Royal Collection on Marina Bay
03.2008 - 10.2008
- Examined rooms blocked for designated guests to ensure high level of cleanliness and service in all areas
- Assumed the role of a trainer and supply training materials to new recruits and trainees
- Functioned as a supporting role to Concierge team and are heavily involved in their day-to-day operations and administrative duties
- Assisted with reservations such as transportation, restaurants reservations, airlines, golfing, theatre, tours arrangement, flight ticketing and etc
Guest Services Executive
Marina Mandarin Singapore currently Park Royal Collection on Marina Bay
03.2006 - 03.2008
- Meeting, welcoming and escorting VIPs and designated guests
- Performed personalised registration for guests in Premier category and express in-room check-in for VIPs
- Escorted designated guest to and from airport
Group / Tour / FIT Reservations Coordinator
Hilton
07.2004 - 07.2005
- Oversee and in-charge of group bookings (corporate and travel agents) and FITs
- Responsible for monitoring cut-off dates and group tour business accounts for productivity
- Performed and prepared daily pick-up report and three-months room forecasting and statistics
Rooms Division - Intern
Hilton Singapore
07.2003 - 07.2004
- Trained in Reception, Rooms Reservation and Executive Club Lounge
- Housekeeping – Trained in Supervisory Duties, Chambermaid & Laundry
- Food & Beverage – Trained in Banquet, Brasserie & Lounge
Education
Higher Diploma Top of Cohort - Hotel Management
SHATEC
Singapore Hotel And Tourism Education Centre 07.2005 - 12.2005
Diploma - Top of Cohort - Hotel Management
SHATEC
Singapore Hotel And Tourism Education Centre 07.2001 - 07.2003
GCE 'O' Level Certfication - Tertiary
Ping Yi Secondary School
Singapore 01.1996 - 12.2000
Skills
Microsoft Skills
WSQ Courses and Training Certification
Customer Relations and Tourism
- Food Safety & Hygiene - May 2021
- Apply Upselling and Suggestive Selling Techniques - July 2020
- Develop Personal Effectiveness at Operations Level - Jun 2020
- Promote Tourism - Jun 2012 & 2020
- Read and Interpret Operational Reports - June 2020
- Adapt to Change - May 2020
- Communicate and Relate Effectively at the Workplace - May 2020
- Handle Guests/Customers' Concerns and Feedback - May 2020
- Service Recovery Workshop - July 2013
- Offer Customised & Personalised Service - July 2009
- Deliver Service Excellence - June 2009
- Lead A Service Team - April 2009
Training and Coaching
- Advanced Certificate in Training and Assessment - Facilitated Learning (IAL) - Nov 2015
- Prepare and Develop Classroom Training (IAL) - Nov 2015
- Conduct Competency-Based Assessment (IAL) - Oct 2015
- Design and Develop a WSQ Facilitated Training Programme (SNEF) - Mar 2014
- Develop A Competency-Based Assessment (SNEF) - Mar 2014
- Interpret the Singapore Workforce Skills Qualifications Framework (SNEF) - Feb 2014
- Apply Adult Learning Principles and Code of Ethics Relating to Training (SNEF) - Dec 2013
- Planning & Implementing OJT by Institute (ITE) - Dec 2009
- Coaching Skills (ITE) - Nov 2009
- Certificate in Instructional Skills (ITE) - Oct 2009
- Coach Service Teams - Jul 2009
- Certified Service Professional by Workforce Skills Qualification - May 2009
- Basics of Supervisory Skills by Victoria International Corporation / Training Strategies - Jul 2008
Safety and Security
- Provide Guard and Patrol Services - April 2021
- Recognise Terrorist Threats - Dec 2020
- Handle Security Incidents and Services - Nov 2020
- Occupational First Aid Course - Aug 2020
- Provide Workplace Safety and Security- April 2020
- Develop a Risk Management Implementation Plan - May 2017
- Respond to Fire Emergency in Buildings - Sep 2015
- Implement Incident Management Process - Aug 2014
Achievements
- 2022: Nominated for #ServingSG Appreciation Event for Covid-19 Services at Istana
- 2017: Winner of Manager of The 3rd Quarter
- 2013: Nominated for SHA EXSA Gold Award
- 2012: Nominated for SHA EXSA Silver Award
- 2011: Nominated for Manager of The Year
- 2009: Winner of “Best Learner” Award – Certified Service Professional Course
- 2008: Winner of “Star of Marina Mandarin” – Executive of the Month Award (July)
- 2008: Nominated for the “Executive of The Quarter” Award (April)
- 2006: Nominated for the “Executive of The Quarter” Award (4th Quarter)
- 2006: Nominated for Spring Singapore – Go The Extra Mile (GEMS) Award
References
Mr Yogesh Juneja
Hotel Manager
Four Seasons Hotel Hampshire
Dogmersfield Park, Chalky Ln, Dogmersfield, Hook RG27 8TD, United Kingdom
Mobile: +44 7966 556548
Email: Yogesh.Juneja@fourseasons.com
Ms Peh Chew Ping
Director of Engineering
The Regent Singapore
1 Cuscaden Road
Singapore 249715
DID: 6725 3146 Mobile: 9800 6216
Email: chewping.peh@regentsingapore.com.sg
Timeline
Manager
Ministry of Health, Case Management Contact Centre
10.2021 - Current
Guest Services Manager
The Regent Singapore
02.2016 - 02.2021
Hotel Assistant Manager
The Regent Singapore
06.2014 - 02.2016
Duty Manager
Crowne Plaza Changi Airport
07.2010 - 04.2014
Assistant Guest Services Manager
Marina Mandarin Singapore currently Park Royal Collection Marina Bay
10.2008 - 03.2010
Senior Guest Services Executive
Marina Mandarin Singapore currently Park Royal Collection on Marina Bay
03.2008 - 10.2008
Guest Services Executive
Marina Mandarin Singapore currently Park Royal Collection on Marina Bay
03.2006 - 03.2008
Higher Diploma Top of Cohort - Hotel Management
SHATEC
07.2005 - 12.2005
Group / Tour / FIT Reservations Coordinator
Hilton
07.2004 - 07.2005
Rooms Division - Intern
Hilton Singapore
07.2003 - 07.2004
Diploma - Top of Cohort - Hotel Management
SHATEC
07.2001 - 07.2003
GCE 'O' Level Certfication - Tertiary
Ping Yi Secondary School
01.1996 - 12.2000
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