Norfadila Kassim
Senior Guest Service Officer
Singapore
Summary
Dedicated and compassionate administrative professional with over 15 years of experience in customer service, front-line operations, and administrative support. Seeking to transition into the healthcare industry, bringing strong interpersonal skills, attention to detail, and a patient-focused mindset. Experienced in managing sensitive information, coordinating schedules, handling enquiries, and supporting daily operations in fast-paced environments while maintaining professionalism, confidentiality, and service excellence.
Overview
17
17
years of professional experience
2
2
Languages
Work History
Senior Officer
Conrad Centennial Singapore
Singapore
04.2010 - 07.2023
- Delivered high-quality guest service by managing check-in, check-out, and ongoing guest requests.
- Provided primary support to both internal departments and external customers, ensuring smooth daily operations.
- Responded promptly to telephone and in-person enquiries to minimize wait times and enhance guest satisfaction.
- Collected guest feedback and contributed to process improvements to exceed service benchmarks.
- Coordinated appointments, maintained accurate guest records, and ensured confidentiality of information.
- Assisted with clerical and administrative tasks to improve team efficiency and productivity.
- Trained new staff on operational procedures, service standards, and company policies.
- Liaised with vendors, contractors, and service providers to support operational needs.
- Facilitated clear communication by collecting and distributing messages to relevant stakeholders.
Member Relations Officer
Parkroyal Singapore
Singapore
01.2007 - 09.2009
- Delivered exceptional customer service in a fast-paced hospitality environment.
- Managed appointment scheduling and maintained daily calendars for service staff.
- Prepared daily, weekly, and monthly reports using Microsoft Excel.
- Handled inventory intake and updates within the inventory management system.
- Promoted additional services and products to achieve sales targets.
- Addressed customer concerns and complaints professionally, ensuring timely resolution.
- Supervised contracted staff to ensure tasks were completed accurately and on schedule.
- Trained new hires on reception duties, scheduling systems, and end-of-day revenue reconciliation.
- Maintained a clean, organized, and welcoming reception area at all times.
Education
Patient Service Associate Programme Trainee
Temasek Polytechnic
04.2001 -
Business Administration - Office Skills
ITE College
Bishan, Singapore01-2007
GCE N-Level - undefined
Naval Base Secondary School
Singapore01-2003
PSLE - undefined
Peiying Primary School
Singapore01-1999
Skills
- Customer Service Support
- Front Desk & Reception Operations
- Administrative & Clerical Support
- Appointment Scheduling & Calendar Management
- Data Entry & Records Management
- Confidential Information Handling
- Payment Processing & Billing Support
- Complaint Handling & Problem Resolution
- Team Collaboration & Staff Training
- Microsoft Excel & Basic Reporting
- Attention to Detail & Multitasking
- First Aid / CPR Knowledge
Timeline
Senior Officer
Conrad Centennial Singapore
04.2010 - 07.2023
Member Relations Officer
Parkroyal Singapore
01.2007 - 09.2009
Patient Service Associate Programme Trainee
Temasek Polytechnic
04.2001 -
GCE N-Level - undefined
Naval Base Secondary School
PSLE - undefined
Peiying Primary School
Business Administration - Office Skills
ITE College