NURUL ZAFIRAH BT MOHD AMIN
Batu Feringghi,PENANG
Summary
Accomplished professional with expertise in operations management and hotel management, proficient in Opera, ONQ and IFQA systems. Demonstrates strong leadership and problem-solving skills. Skilled in night audit proficiency, complaint resolution, and upselling. leveraging Microsoft Office Suite for efficient operations. Committed to enhancing guest experiences through effective lobby management and bringing excellent leadership and problem-solving skills to manage teams and ensure smooth operations. Proven ability to handle high-pressure situations and resolve conflicts, ensuring customer satisfaction and staff wellbeing.
Overview
15
15
years of professional experience
Work history
Senior Duty Manager
DoubleTree Resort by Hilton
Batu Ferringhi , Penang, Malaysia
10.2025 - Current
- Supervised staff members to ensure efficiency in service delivery.
- Managed daily operations for smooth functioning of the establishment.
- Conducted regular safety checks to maintain a safe environment for guests and employees.
- Managed inventory effectively, preventing stock-outs or overstocking situations.
- Maintained high cleanliness standards for guest comfort and satisfaction.
- Organised staffing schedules optimally, maintaining efficient operations during peak hours.
- Assisted in budget planning to manage financial resources effectively.
- Implemented cost control measures, reducing operational expenses.
- Enhanced guest satisfaction by implementing personalised service standards.
- Upgraded room amenities periodically for enhanced guest comfort and satisfaction.
- Trained new team members, enhancing their productivity levels.
- Resolved customer complaints promptly, enhancing overall guest satisfaction.
- Supervised and evaluated employee performance, providing construction feedback and identifying staff talent.
Duty Manager
Doubletree By Hilton Penang
Batu Ferringhi , Penang, Malaysia
11.2023 - 01.2026
- 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
BALIK PULAU12-2019
Skills
- Problem solving
- Staff training and development
- Operations management
- Lobby and hotel management
- Opera and ONQ systems
- IFQA system
- Night audit proficiency
- Complaint resolution
- Leadership
- Upselling strategies
- Microsoft Office Suite
Languages
Malay
Fluent
English
Advanced
Affiliations
- Hiking
- Bowling
References
References available upon request.
Personal Information
- Date of Birth: 11/27/94
- Nationality: MALAYSIA
- Title: DUTY MANAGER
Hobbies
WATCHING MOVIES
Timeline
Senior Duty Manager
DoubleTree Resort by Hilton
10.2025 - Current
Duty Manager
Doubletree By Hilton Penang
11.2023 - 01.2026
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