Nurul Ain
Summary
Proven in enhancing guest satisfaction at Crescendas, I leveraged strong empathy and exceptional communication to resolve booking discrepancies and improve service functions. My expertise in guest relations and multitasking led to a significant increase in VIP guest retention, showcasing my ability to deliver results and maintain high customer service standards. Intelligent management professional with exceptional knowledge of venues, tourist attractions, dining and entertainment offerings. Extensive background in hotel management positions for high-end resorts. Hardworking and diligent Guest Relations Executive adept at greeting guests, coordinating check-ins and setting up services. Adept at maintaining frequent and open contact with guests for optimal service.
Overview
8
8
years of professional experience
Work History
Guest Relations Executive
Crescendas
05.2024 - 08.2024
- Served as main point of contact for VIP guests and kept hotel departments briefed on individual requirements.
- Managed and improved customer service functions for reception and lounge areas.
- Successfully resolved booking discrepancies by liaising with reservation agents, ensuring minimal disruption to guest plans.
- Established a welcoming atmosphere at the front desk area through impeccable presentation and demeanor.
- Coordinated with housekeeping staff to ensure timely room turnovers, minimizing wait times for incoming guests.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Greeted guests upon arrival and offered assistance.
- Answered guest inquiries and provided information regarding hotel services and amenities.
Fulfillment Assistant
ZTO Pte Ltd
01.2023 - 03.2024
- Maintained a safe working environment through strict adherence to safety protocols and guidelines.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues related to orders.
- Participated in periodic performance evaluations, implementing constructive feedback to improve overall job performance.
- Maintained accurate documentation of all fulfilled orders, ensuring traceability and accountability within the fulfillment process.
- Handled returns processing efficiently while adhering to established guidelines in terms of restocking or disposal.
- Collaborated with team members for timely completion of daily tasks, resulting in increased productivity.
- Printed labels, packaged boxes, and loaded into outbound containers.
- Took on extra hours and shifts during busy periods to meet tight shipping deadlines.
- Picked and packed order items.
Reservations Agent
K Hotel Pte Ltd
03.2020 - 09.2022
- Managed high call volume with exceptional attention to detail, resulting in fewer booking errors and cancellations.
- Developed strong relationships with travel agents and corporate clients, leading to increased referral business and repeat bookings.
- Provided customers with information about availability and pricing.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Coordinated special requests from guests such as room preferences or dietary requirements with relevant departments for optimal guest satisfaction levels.
- Maintained expert knowledge of available room types, pricing structures, and promotional offers to optimize revenue generation.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
Logistics Assistant
Qxpress Distribution Center
04.2018 - 02.2020
- Oversaw daily inventory counts to maintain data accuracy.
- Prepared reports tracking information such as purchase orders, inventory numbers, and invoicing activities.
- Worked with vendors to schedule daily pickups and weekly deliveries.
- Improved supply chain efficiency by establishing strong relationships with key suppliers and carriers.
- Coordinated driver dispatch to accomplish daily delivery requirements.
Ticket Seller
Cathay Cineplex
06.2016 - 01.2018
- Adapted quickly to changes in event schedules or ticket availability, ensuring that customers received accurate and up-to-date information at all times.
- Handled cash transactions securely while maintaining an accurate record of all financial activities within the box office.
- Worked collaboratively with coworkers during busy periods to provide seamless support across multiple areas of operation.
- Enhanced customer satisfaction by providing accurate and timely information on ticket prices, seating options, and event details.
- Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.
- Performed cash, card and check transactions to complete customer purchases.
Education
No Degree -
Boon Lay Secondary School
Singapore, Null, Singapore11.2016
No Degree -
Juying Primary School
Singapore10.2011
Skills
- Hospitality industry experience
- Strong empathy
- Guest satisfaction focus
- Exceptional communication
- Customer Relations
- Guest Relations
- Complaint Handling
- Customer Service
- Multitasking
- Front Desk Operations
Timeline
Guest Relations Executive
Crescendas
05.2024 - 08.2024
Fulfillment Assistant
ZTO Pte Ltd
01.2023 - 03.2024
Reservations Agent
K Hotel Pte Ltd
03.2020 - 09.2022
Logistics Assistant
Qxpress Distribution Center
04.2018 - 02.2020
Ticket Seller
Cathay Cineplex
06.2016 - 01.2018
No Degree -
Boon Lay Secondary School
No Degree -
Juying Primary School
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