Noorain Hamzah
Pasir Ris
Summary
With a strong background in reservations, I have progressed from Senior Reservation Supervisor to Assistant Manager in Reservation and Communication, which later merged into a One service center. Throughout this journey, I have consistently demonstrated leadership by overseeing and guiding my team. Along the way, I have also gained expertise in distribution. Currently, my primary interest lies in growing within revenue management.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Assistant Guest Support Manager
Dusit Thani Laguna Singapore
06.2024 - Current
- Managed daily operations to ensure smooth functioning of the department.
- Monitored staff and guest interactions to assess quality of service.
- Address guest complaints or special requests regarding reservations promptly and professionally.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Lead and manage the team of call center agents handling inbound and outbound communication.
- Supervise the staff and ensure all calls are answered promptly and professionally.
- Maintain and update the hotel's internal telephone directory.
- Ensure the staff handle guest inquiries, complaints, and special requests professionally and efficiently.
- Develop and enforce standard operating procedures (SOPs) for consistent communication standards.
- Train staff on using the soft phone system effectively, including handling guest interactions, transferring calls, and resolving issues.
- Ensure team members adhere to standard operating procedures and provide excellent guest service.
- Monitor booking trends and adjust rates to optimize
- Generate daily, weekly, or monthly reports on bookings, cancellations, and revenue.
- Analyze reservation trends to identify potential issues or opportunities for improvement.
Channel Distribution Executive (Cluster)
Capri by Fraser
06.2023 - 06.2024
- Build and nurture strong working relationships with key OTA Market Manager.
- Ensure accurate and up-to-date rate and information display (ARI) across all OTA websites.
- Manage and maintain accurate rates, inventory allotments, and rate parity across all booking channels in a timely manner.
- Collaborate with Marketing and Revenue teams to develop and implement effective online strategies.
- Monitor room inventory and ensure seamless OTA connectivity.
- Identify opportunities to enhance performance on online distribution channels, including rate plans, room types, descriptions, and points of sale (POS).
- Verify that all RFP rates are correctly mapped to GDS/IDS channels.
- Conduct monthly rate audits to ensure accuracy.
- Ensure room types are visible and accessible across all booking channels.
- Monitor booking trends and adjust rates to optimize occupancy and profitability.
- Work with the Revenue Manager to forecast demand and manage room rates accordingly.
- Prepare monthly OTA accruals and manage commission processes.
Revenue & Reservation Executive (Cluster)
The Unlimited Collection by Oakwood
07.2022 - 06.2023
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle
- Provided customers with information about availability and pricing
- Managed new / existing rate code configuration in PMS
- Monitor room inventory and OTA Connectivity
- Create a new rate plan for new promotion
- Do advance prepayment charge
- Processed with refund and cancellation requests
- Maintained awareness of types of rooms available
- Do monthly OTA Accruals and Commission
- Do Monthly SRT report
Senior Reservation Supervisor
YOTEL Singapore Orchard
01.2018 - 07.2022
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills
- Manage new staff training and coaching
- Arranged for group hotel booking
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle
- Managed new / existing rate code configuration in PMS
- Assists room inventory together with Reservation Manager (Sent out closed out chart and close in individual extranet / SiteMinder)
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings
- Provided follow through on all calls with confirmations and dissemination of requested information
- Processed with refund and cancellation requests
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities
- Maintained awareness of types of rooms available
- Provided customers with information about availability and pricing
Reservation Officer Cluster [Service Apartment]
Frasers Hospitality Pte Ltd
05.2013 - 01.2018
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills
- Manage new rate loading and mapping through SiteMinder and SynXis
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle
- Managed months end online travel agent commission
- Managed with long term guest reservation; New and follow up with extension of stay
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings
- Provided follow through on all calls with confirmations and dissemination of requested information
- Processed with refund and cancellation requests
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities
- Maintained awareness of types of rooms available in different hotel locations
- Provided customers with information about availability and pricing
Reservation Supervisor (Guest Service Executive)
PARKROYAL on Kitchener Road
05.2008 - 05.2013
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills
- Manage new staff training and coaching
- Arranged for group hotel booking
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings
- Provided follow through on all calls with confirmations and dissemination of requested information
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities
- Maintained awareness of types of rooms available
- Provided customers with information about availability and pricing
Education
Certificate of Office Skills -
ITE East Bishan
01.2001
N Level -
St Hilda's Secondary School
01.2000
Skills
- Microsoft Word
- Microsoft Excel
- Opera
- RMS
- TravelClick
- SynXis
- Duetto
- Lighthouse
- Conflict resolution
- Customer Services
- Decision Making
- Listening
- Strong organizational skills
- Problem Solving
- Teamwork and collaboration
- Training and mentoring
Certification
- Singapore Workforce Skills Qualifications Certificate - Work Safety
- Singapore Workforce Skills Qualifications Certificate - Interact With Guest
- Singapore Workforce Skills Qualifications Certificate - Provide Safety & Security for Guest
- Singapore Workforce Skills Qualifications Certificate - Deliver Service Excellence
- Singapore Workforce Skills Qualifications Certificate - Provide Reservation Services
- Singapore Workforce Skills Qualifications Certificate - Maintain Guest/Resident Accounts
- Singapore Workforce Skills Qualifications Certificate - Problem Solving and Decision Making
- Singapore Workforce Skills Qualifications Certificate - Communicate and Relate Effectively at the Workplace
- Singapore Workforce Skills Qualifications Certificate - Facilitate Effective Work Teams
- Microsoft Certificate of Excellence - Office Excel 2010
- Microsoft Certificate of Excellence - Office Excel 2010 Expert
- Apply Principles of Revenue Management
- Follow Food & Beverage Safety and Hygiene Policies and Procedures
Languages
English
Intermediate (B1)
Malay
Intermediate (B1)
Timeline
Assistant Guest Support Manager
Dusit Thani Laguna Singapore
06.2024 - Current
Channel Distribution Executive (Cluster)
Capri by Fraser
06.2023 - 06.2024
Revenue & Reservation Executive (Cluster)
The Unlimited Collection by Oakwood
07.2022 - 06.2023
Senior Reservation Supervisor
YOTEL Singapore Orchard
01.2018 - 07.2022
Reservation Officer Cluster [Service Apartment]
Frasers Hospitality Pte Ltd
05.2013 - 01.2018
Reservation Supervisor (Guest Service Executive)
PARKROYAL on Kitchener Road
05.2008 - 05.2013
N Level -
St Hilda's Secondary School
- Singapore Workforce Skills Qualifications Certificate - Work Safety
- Singapore Workforce Skills Qualifications Certificate - Interact With Guest
- Singapore Workforce Skills Qualifications Certificate - Provide Safety & Security for Guest
- Singapore Workforce Skills Qualifications Certificate - Deliver Service Excellence
- Singapore Workforce Skills Qualifications Certificate - Provide Reservation Services
- Singapore Workforce Skills Qualifications Certificate - Maintain Guest/Resident Accounts
- Singapore Workforce Skills Qualifications Certificate - Problem Solving and Decision Making
- Singapore Workforce Skills Qualifications Certificate - Communicate and Relate Effectively at the Workplace
- Singapore Workforce Skills Qualifications Certificate - Facilitate Effective Work Teams
- Microsoft Certificate of Excellence - Office Excel 2010
- Microsoft Certificate of Excellence - Office Excel 2010 Expert
- Apply Principles of Revenue Management
- Follow Food & Beverage Safety and Hygiene Policies and Procedures
Certificate of Office Skills -
ITE East Bishan
Similar Profiles
Kirtan SoniKirtan Soni
Guest Relations Officer at Dusit Thani Laguna Singapore Golf ResortGuest Relations Officer at Dusit Thani Laguna Singapore Golf Resort
Hakash ThanabalanHakash Thanabalan
Front Office Assistant (Singapore) at Dusit Thani Laguna Singapore (Full Time)Front Office Assistant (Singapore) at Dusit Thani Laguna Singapore (Full Time)
TEODILYN F. BRIONESTEODILYN F. BRIONES
Guest Relations Officer at Dusit Thani MactaniGuest Relations Officer at Dusit Thani Mactani