Summary
Overview
Work History
Education
Skills
Interests
Personal Information
Timeline
Generic
NURUL ZAFIRAH BT MOHD AMIN

NURUL ZAFIRAH BT MOHD AMIN

DUTY MANAGER
Batu Feringghi

Summary

Professional management professional with solid background in overseeing operations and ensuring smooth execution of daily tasks. Expertise in team collaboration, conflict resolution, and maintaining high standards in service delivery. Strong focus on achieving results, adapting to changing needs, and fostering reliable and efficient work environment. Skilled in staff supervision, customer service, and operational efficiency.

Overview

14
14
years of professional experience
9
9
years of post-secondary education
2
2
Languages

Work History

Duty Manager

Doubletree By Hilton Penang
11.2023 - Current
  • As a Duty Manager, I work closely with Guests to greet, converse, and assist with inquiries, especially when VIP Guests, long-stay Guests, and others are in the hotel lobby.
  • A Duty Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
  • Occupy the hotel lobby and other public areas, particularly at busy times
  • Engage Guests in conversation and provide general assistance
  • Manage, record, and resolve promptly all Guest complaints
  • Meet and greet VIP Guests and major corporate clients upon arrival
  • Coordinate the services and special facilities provided to long-stay Guests
  • Understand all credit procedures and ensure they are applied
  • Stay current with all hotel products, services, policies and emergency procedures
  • Monitor Guest satisfaction reports and implement actions to improve results
  • Handle, record and follow through with management issues or emergencies that arise
  • Conduct any Health and Safety procedures, if required, including fire walks, food safety investigations, etc.
  • Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
  • Trained employees in essential job functions.
  • Monitored daily financial reports, reconciling discrepancies to ensure accurate accounting records were maintained at all times.
  • Handled employee-related issues to improve performance, professional conduct, and attendance reliability.

Guest Service Manager

RAINBOW PARADISE BEACH RESORT
11.2022 - 11.2023
  • Company Overview: Tanjung Bungah
  • Responded to all hotel issues and problems to make sure the hotel ran smoothly each day.
  • Completed paperwork and details the general manager does not tend to and reported to the general manager with problems or concerns she found within the hotel.
  • Trained new employees.
  • Ensured that each new employee learned how to treat each manager, employee, and guest with respect and professionalism.
  • Handled all employee issues and disputes, dealt with accounting issues and invoices, and supervised all employee hiring and layoffs.
  • Acted as the manager and responded professionally and helpfully to all employee and guest issues.
  • Helped with administrative duties including paperwork and outstanding invoices.
  • Assisted with check-in, answered phones, and solved guest requests or complaints.
  • Reviewed daily bookings, preparing guest rooms prior to arrival.
  • Tanjung Bungah

Concierge

Myeg Services Berhad
09.2021 - 02.2022
  • Streamlined check-in and check-out processes for increased efficiency and improved guest experience.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Processed payments accurately, balancing cash drawer at the end of each shift.
  • Assisted guests with reservations, modifications, and cancellations in a courteous and professional manner.
  • Utilized reservation software proficiently to manage bookings and track important guest details accurately.
  • Managed phone lines efficiently, directing calls to the appropriate departments or taking messages as needed.
  • Provided knowledgeable recommendations for local attractions, dining options, and transportation services to enhance guest experiences.
  • Performed administrative tasks including filing paperwork, maintaining inventory of office supplies and coordinating maintenance requests.
  • Answered customer telephone calls promptly and appropriately handled needs.

Front Office Assistant

HOLIDAY INN RESORT PENANG
11.2015 - 06.2020
  • Company Overview: Batu Ferringhi
  • Greeted, registered, assigned room and check in guest
  • Assist check-in and check-out for hotel guests
  • Show rooms to new interested guests
  • Processed many reservations and walk-ins per shift.
  • Provide detailed information surrounding area for guests to make arrangements
  • Posted charges to guest accounts and processed payments, making corrections where necessary, and informed housekeeping department about room status/availability
  • Sold rooms to walk-in customers, entering/changing reservation information on the computer system
  • Checked-in guests, log-in guest information, handling payments and giving informations of hotel facility
  • Made and confirm guest reservations
  • Presented statements to guests and collect payments
  • Answered inquiries pertaining to hotel services, guest registration, and travel directions, and make recommendations regarding shopping, dining, or entertainment
  • Answered multi-line phones and transferring calls to staff members
  • Recorded guest comments or complaints, referred customers to managers as necessary
  • Maintained a professional relationship with visitors throughout their stay by phone and direct contact
  • Analyzed information and evaluated results to choose the best solution and solve customer problems
  • Monitored availability of rooms and updated status of rooms
  • Complete a full night audit in the Room Master system at the end of every business day
  • Batu Ferringhi

Receptionist

HOTEL & CHALET SPORT FISHING
01.2013 - 10.2015
  • Make reservation
  • Answering telephone call on daily basis
  • Proceed check in and check out guest
  • Handling group reservation and event
  • Help housekeeper clean up the room
  • Recorded in & out laundry for daily basis

Calture Dancer

GOLDEN THAI PENANG
03.2011 - 01.2013
  • Assisted with the performance of four local dance.
  • 1. Traditional Malay dance
  • 2. Chinese dance
  • 3. India/Hindi dance
  • 4. Exotic Dance

Education

SPM -

SMK TELUK BAHANG
01.2011 - 12.2019

Skills

  • Microsoft Excel
  • Microsoft Office
  • Microsoft Office Word
  • Microsoft PowerPoint
  • Guest relations
  • Conflict resolution
  • Health and safety
  • Operational management
  • Problem solving

Interests

BOWLING
WATCHING MOVIES

Personal Information

  • Date of Birth: 11/27/94
  • Nationality: MALAYSIA

Timeline

Duty Manager

Doubletree By Hilton Penang
11.2023 - Current

Guest Service Manager

RAINBOW PARADISE BEACH RESORT
11.2022 - 11.2023

Concierge

Myeg Services Berhad
09.2021 - 02.2022

Front Office Assistant

HOLIDAY INN RESORT PENANG
11.2015 - 06.2020

Receptionist

HOTEL & CHALET SPORT FISHING
01.2013 - 10.2015

Calture Dancer

GOLDEN THAI PENANG
03.2011 - 01.2013

SPM -

SMK TELUK BAHANG
01.2011 - 12.2019

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