Oui Siew Phieng
Summary
Professional with experience in front office operations. Skilled in managing administrative tasks, customer service, and maintaining welcoming environment. Strong focus on team collaboration and achieving results. Known for adaptability and reliability in dynamic settings. Proficient in scheduling, communication, and conflict resolution.
Overview
10
10
years of professional experience
Work History
Front Office Executive
Marina Bay Sands
10.2022 - Current
- Maintained strict compliance with security protocols while managing sensitive guest information confidentially and securely.
- Handled cash transactions accurately, ensuring proper accounting for daily financial reports.
- Coordinated with housekeeping staff to ensure timely room turnovers, resulting in improved guest experience.
- Assisted in training new front office team members, leading to increased productivity and efficiency.
- Created a welcoming atmosphere by maintaining a clean and organized reception area for all visitors.
- Streamlined front desk operations by implementing efficient check-in and check-out procedures.
- Handled billing related efficiently, ensuring accurate billing records and minimizing discrepancies.
- Managed phone and email correspondence from various departments.
Front Office Executive
The Everly Putrajaya
Putrajaya, Malaysia
01.2022 - 10.2022
- Enhanced guest satisfaction with prompt attention to inquiries and professional communication skills.
- Streamlined front desk operations by implementing efficient check-in and check-out procedures.
- Assisted in the development and implementation of front office policies and procedures, ensuring consistency across the team''s operations.
- Coordinated with housekeeping staff to ensure timely room turnovers, resulting in improved guest experience.
- Provided exceptional customer service, resolving issues promptly and effectively for satisfied guests.
- Assisted in training new front office team members, leading to increased productivity and efficiency.
- Monitored occupancy rates to maximize revenue while maintaining exceptional guest experience.
- Achieved high-quality service by maintaining open communication channels among team members.
Housekeeping Executive
The Everly Putrajaya
Putrajaya, Malaysia
10.2021 - 01.2022
- Conducted regular inspections of guest rooms and public areas, addressing issues promptly to maintain a pristine environment.
- Managed scheduling, task assignments, and performance evaluations for a team of housekeeping staff members.
- Trained new staff members on proper cleaning techniques, ensuring consistent service quality.
- Coordinated with front desk personnel to address guest concerns in a timely manner, enhancing overall customer experience.
- Conducted regular performance reviews for housekeeping staff, providing constructive feedback and guidance to help them achieve their professional development goals.
- Scheduled and prioritized tasks to staff, overseeing work completion.
- Recommended or arranged for painting, repair work, renovations and replacement of furnishings and equipment.
- Achieved high-quality service by maintaining open communication channels among team members.
- Proactively addressed maintenance issues by coordinating closely with engineering teams, minimizing downtime in affected areas or rooms during repairs or upgrades while ensuring minimal disruption to guests'' stay experiences.
Front Office Executive
The Everly Putrajaya
Putrajaya, Malaysia
05.2021 - 10.2021
- Enhanced guest satisfaction with prompt attention to inquiries and professional communication skills.
- Streamlined front desk operations by implementing efficient check-in and check-out procedures.
- Assisted in the development and implementation of front office policies and procedures, ensuring consistency across the team''s operations.
- Coordinated with housekeeping staff to ensure timely room turnovers, resulting in improved guest experience.
- Assisted in training new front office team members, leading to increased productivity and efficiency.
- Monitored occupancy rates to maximize revenue while maintaining exceptional guest experience.
- Provided exceptional customer service, resolving issues promptly and effectively for satisfied guests.
- Achieved high-quality service by maintaining open communication channels among team members.
Front Office Supervisor
The Everly Putrajaya
Putrajaya, Malaysia
08.2020 - 05.2021
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Maintained accurate financial records, including daily reports on sales transactions, cash drawer balances, and room charges.
- Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
- Collaborated with housekeeping and maintenance teams to ensure room availability and quality standards were met.
- Coached employees through day-to-day work and complex problems.
- Organized documents for company communication, travel vouchers, and payment services.
- Coordinated with other departments to resolve any guest issues promptly, ensuring a seamless guest experience from arrival to departure.
- Created, prepared, and delivered reports to various departments.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
Front Office Specialist
The Everly Putrajaya
Putrajaya, Malaysia
06.2018 - 08.2020
- Trained team members on new hotel services and products to support promotional efforts
- Maintained accurate financial records, including daily reports on sales transactions, cash drawer balances, and room charges.
- Achieved high-quality service by maintaining open communication channels among team members.
- Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
- Collaborated with housekeeping and maintenance teams to ensure room availability and quality standards were met.
- Coached employees through day-to-day work and complex problems.
- Organized documents for company communication, travel vouchers, and payment services.
- Coordinated with other departments to resolve any guest issues promptly, ensuring a seamless guest experience from arrival to departure.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Maintained a clean, welcoming atmosphere in the reception area, setting the stage for positive interactions with guest.
Front Office Crew Leader / Room Controller
Hard Rock Hotel Penang
Pulau Pinang, Malaysia
08.2017 - 06.2018
- Pre-assign room for arrival guest based on their preference.
- Handling group room assignment and check in to ensure seamless check in process.
- Worked well with group department in ensuring accurate billing records and minimizing discrepancies.
- Room swapping for the arrival guest according to their special request.
- Courtesy call to ensure in-house guest have a pleasant stay.
- Handling staff monthly attendance report.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Worked well with teammates and accepted coaching from management team.
- Supported inventory management efforts by accurately tracking stock levels and reporting low supplies to manager.
- Coordinated with housekeeping staff, ensuring proper room preparation and timely turnover.
Front Office Crew
Hard Rock Hotel Penang
Pulau Pinang, Malaysia
07.2015 - 08.2017
- Maintained a well-organized front desk area, creating a welcoming environment for guests.
- Streamlined check-in and check-out processes for improved efficiency and reduced waiting times.
- Handled guest complaints professionally, resolving issues quickly to maintain positive customer relationships.
- Collaborated with other departments to provide comprehensive guest services and deliver outstanding hospitality experiences.
- Provided support during busy periods by assisting colleagues in managing high volumes of inquiries or tasks.
- Enhanced guest satisfaction by providing exceptional front office services and addressing inquiries promptly.
- Coordinated with housekeeping staff, ensuring proper room preparation and timely turnover.
Trainee
Hard Rock Hotel Penang
Pulau Pinang, Malaysia
02.2015 - 07.2015
- Participated in food and beverages serving at hotel executive lounge.
- Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Developed strong rapport with guests, leading to positive reviews and repeat business for the hotel.
- Balanced daily cash drawer accurately at the end of each shift, minimizing discrepancies in financial reporting.
- Streamlined check-in and check-out processes for increased efficiency and reduced waiting times for guests.
Education
Bachelor of Hospitality Management with Honours -
Universiti Utara Malaysia
Changloon, Kedah09.2015
STPM -
Sekolah Menengah Kebangsaan Hamzah
Kelantan, Malaysia12.2010
Secondary School -
Sekolah Menengah Kebangsaan Hamzah
Kelantan, Malaysia12.2008
Skills
- Critical thinking and problem solving
- Problem Solving
- Ability to Work Under Pressure
- Ability to Multitask
- Leadership
- Adaptability
- Fast Learner
- Communication Skills
- Customer and client relations
- Microsoft office & Microsoft Excel
- Teamwork
- Customer Service
- Basic accounting
Languages
Malay
English
Mandarin
Hobbies and Interests
- Travel
- Food hunting
Timeline
Front Office Executive
Marina Bay Sands
10.2022 - Current
Front Office Executive
The Everly Putrajaya
01.2022 - 10.2022
Housekeeping Executive
The Everly Putrajaya
10.2021 - 01.2022
Front Office Executive
The Everly Putrajaya
05.2021 - 10.2021
Front Office Supervisor
The Everly Putrajaya
08.2020 - 05.2021
Front Office Specialist
The Everly Putrajaya
06.2018 - 08.2020
Front Office Crew Leader / Room Controller
Hard Rock Hotel Penang
08.2017 - 06.2018
Front Office Crew
Hard Rock Hotel Penang
07.2015 - 08.2017
Trainee
Hard Rock Hotel Penang
02.2015 - 07.2015
Bachelor of Hospitality Management with Honours -
Universiti Utara Malaysia
STPM -
Sekolah Menengah Kebangsaan Hamzah
Secondary School -
Sekolah Menengah Kebangsaan Hamzah
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