Nurshafiqah Ahmad
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
7
7
years of professional experience
Work History
Guest Service Officer
Hotel Royal @ Queens
03.2021 - Current
- Built strong relationships with repeat guests, recognizing their preferences and anticipating their needs upon arrival.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Enhanced guest satisfaction by providing exceptional customer service and promptly addressing concerns to reach target of 85%.
- Handled guest complaints with professionalism, working to find satisfactory resolutions in timely manner.
- Trained new staff members in customer service techniques and hotel operations.
Housekeeper
Hotel Ora Sentosa
06.2017 - 09.2017
- Maintained a spotless environment for guests through diligent daily housekeeping tasks.
- Maximized efficiency of housekeeping operations through effective communication with team members and supervisors.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Sorted, laundered and put away various laundry items.
Guest Service Associate
Hotel Ora Sentosa
04.2017 - 06.2017
- Managed front desk operations, ensuring a smooth and pleasant guest experience.
- Maintained a clean and welcoming lobby area to create a positive first impression for guests.
- Implemented upselling techniques during reservation process, increasing hotel revenue through upgraded rooms or additional services.
Education
Higher Nitec - Hospitality Operations
ITE College West
1 Choa Chu Kang Grove04.2018
Skills
- Guest Relations
- Complaint Handling
- Detail Oriented
- Customer Service
Accomplishments
Employee of the Quarter Award (July-Sep) 2023
Languages
Malay
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Guest Service Officer
Hotel Royal @ Queens
03.2021 - Current
Housekeeper
Hotel Ora Sentosa
06.2017 - 09.2017
Guest Service Associate
Hotel Ora Sentosa
04.2017 - 06.2017
Higher Nitec - Hospitality Operations
ITE College West
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