Naziran Roslan
Summary
Dynamic professional with a proven track record at Lanson Place Serviced Suites, excelling in guest relations and complaint handling. Skilled in reservation management and computer skills, I've significantly enhanced customer satisfaction and engagement. Leveraging excellent people skills and a detail-oriented approach, I consistently exceed service goals, fostering loyalty and retention.
Overview
10
10
years of professional experience
Work History
Guest Services Executive
The Clan Hotel
07.2024 - Current
- Collaborated with housekeeping staff to ensure clean and comfortable rooms for guests upon arrival.
- Streamlined check-in and check-out processes for improved guest experience during high-traffic periods.
- Promoted hotel loyalty programs to guests through targeted marketing initiatives, resulting in increased sign-ups and repeat business.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
- Maintained high level of professionalism and discretion when dealing with guests.
- Provided accurate information regarding local attractions, restaurants and activities.
Guest Services Officer
Lanson Place Serviced Suites
05.2023 - 06.2024
- Assisted in resolving billing disputes by thoroughly reviewing charges and offering appropriate solutions.
- Built strong relationships with repeat guests, recognizing their preferences and anticipating their needs upon arrival.
- Collaborated with housekeeping staff to ensure timely room availability and cleanliness.
- Monitored inventory levels of front desk supplies, placing orders as necessary to maintain optimal stock levels.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Supported sales efforts by proactively upselling room types, packages, and additional services during the reservation process.
- Delivered messages, mail and packages left for guests to hotel rooms.
- Managed concierge services, making arrangements for dining, entertainment, and travel as requested by guests.
- Handled guest complaints with professionalism, working to find satisfactory resolutions in a timely manner.
- Processed guest check-ins and check-outs following procedures for fast turnover.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
Sales Associate
Giorgio Armani Singapore
05.2021 - 04.2023
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Helped customers locate products and checked store system for merchandise at other sites.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Enhanced team productivity by fostering a positive work environment and providing support to colleagues as needed.
- Contributed to visual merchandising efforts by creating eye-catching displays that showcased products effectively and enticed shoppers to make purchases.
- Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
Senior Retail Associate
The North Face
08.2014 - 04.2021
- Trained new employees on company policies, procedures, and best practices to ensure consistent performance across the team.
- Increased customer satisfaction by providing exceptional service and personalized shopping experiences.
- Managed inventory levels, ensuring proper stock levels were maintained to meet customer demand.
- Resolved internal conflicts among team members effectively promoting collaboration towards meeting common objectives.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
- Prioritized helping customers over completing other routine tasks in store.
- Used in-store system to locate inventory and place special orders for customers.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Managed efficient cash register operations.
Education
Diploma - Sports And Leisure Management
Republic Polytechnic
Singapore05.2016
Skills
- Guest Relations
- Complaint Handling
- Professional Appearance
- Reservation Management
- Customer Service
- Computer Skills (Opera Cloud)
- Detail Oriented
- First Aid Training
- Customer Engagement
- Scheduling Coordination
- Goal-Oriented
- Flexibility
- Active Listening
Languages
English
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Timeline
Guest Services Executive
The Clan Hotel
07.2024 - Current
Guest Services Officer
Lanson Place Serviced Suites
05.2023 - 06.2024
Sales Associate
Giorgio Armani Singapore
05.2021 - 04.2023
Senior Retail Associate
The North Face
08.2014 - 04.2021
Diploma - Sports And Leisure Management
Republic Polytechnic
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