Rahmat Sufi Bin Mohamed Ali
Service Ambassador Supervisor
Summary
Dynamic and results-driven professional with extensive experience at Sentosa Leisure Management, excelling in staff management and operations. Proven track record in enhancing team productivity and customer satisfaction through effective problem-solving and coaching. Committed to continuous improvement and fostering a culture of excellence within diverse teams.
Overview
15
15
years of professional experience
1
1
Certification
2
2
Languages
Work History
Supervisor, Service Ambassador
Sentosa Leisure Management
04.2024 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Educated staff on organizational mission and goals to help employees achieve success.
- Manage Staff working hours and payroll
Assistant Supervisor, Service Ambassador
Sentosa Leisure Management
04.2020 - 04.2024
- Worked closely with other supervisors to create a cohesive, high-performing team that consistently met or exceeded company objectives.
- Revised work practices to improve efficiency, boost service quality and meet goals.
- Managed daily tasks, delegating responsibilities effectively to optimize team resources and meet deadlines.
- Coordinated with other supervisor to balance staffing at various deployment points
- Manage part-timer payroll
- Manage junior staff daily performance
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Maintained a welcoming environment with attentive assistance to customers'' needs.
- Assisted in training new employees, sharing best practices for exceptional customer service.
- Collaborated with team members to ensure seamless coordination and support in all aspects of service delivery.
Lead Service Ambassador
Sentosa Leisure Management
04.2017 - 04.2020
- Manage crowd movement efficiently at various Sentosa Express stations as an In-Charge (IC).
- Manage performance of part-time staff.
- Plan daily deployment of staff efficiently to ensure smooth operations at every Sentosa Express station.
- Communicate well with other ICs at other Sentosa Express stations to ensure smooth crowd flow.
- Manage incidents involving injuries that occur at Sentosa express stations premises.
- Manage difficult situations involving guest complaints and provide service.
Senior Service Ambassador
Sentosa Leisure Management
10.2014 - 04.2017
- Manage crowd movement as various Sentosa express Station.
- Facilitate guests' entry into Sentosa via Sentosa Express.
- Assist guests with wayfinding.
- Share attraction information with guests such as orating hours.
- In-Charge of Logistics for Service Ambassadors.
Service Ambassador
Sentosa Leisure Management
02.2014 - 10.2014
- Manage queue lines and crowd movement as a crew member.
- Facilitate guests' entry to Sentosa via Sentosa Express.
- Greeted customers warmly and pleasantly answered inquiries.
- Provided exceptional customer service to drive satisfaction.
Detention Barrack Guard (National Service)
Singapore Civil Defence Force
04.2012 - 12.2013
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Conducted security checks at entrances, ensuring unauthorized persons were prevented from entering facility.
- Responded quickly to alarms or other emergencies while coordinating with local law enforcement when necessary for swift resolution of incidents.
- Maintained order during detainee activities.
- Detected potential threats by closely observing behaviors, identifying suspicious activities of detainess and promptly reporting incidents to supervisors or law enforcement.
- Upheld a professional appearance and demeanor while on duty, projecting authority and confidence to deter potential threats.
- Collaborated with team members for seamless coordination, ensuring comprehensive coverage of all assigned areas.
- Maintained detailed logs of all security incidents.
- Monitored CCTV systems to identify and report suspicious activities, enhancing overall security.
Admission Operations Crew (Internship & Part-Time)
Sentosa Leisure Management
01.2011 - 10.2011
- Manage crowd control and various Sentosa Express Stations
- Selling admission tickets for island admission and attractions.
- Promote and upsell attraction packages tickets to guests.
Education
Bachelor of Business (Double Major) - Tourism And Hospitality Management And Management
Murdoch University
Kaplan Singapore 04.2001 -
Skills
Staff management
Operations management
Task delegation
Documentation and reporting
Coaching and mentoring
Payroll processing
Time management
Problem-solving abilities
Adaptability
Interpersonal skills
Continuous improvement
Professionalism
Accomplishments
- Sentosa Star Award (2015)
- EXSA Award Silver (2017)
- EXSA Award Gold (2018)
- EXSA Award Silver (2023)
Certification
First Aid
Timeline
First Aid
05-2024
Supervisor, Service Ambassador
Sentosa Leisure Management
04.2024 - Current
Assistant Supervisor, Service Ambassador
Sentosa Leisure Management
04.2020 - 04.2024
Lead Service Ambassador
Sentosa Leisure Management
04.2017 - 04.2020
Senior Service Ambassador
Sentosa Leisure Management
10.2014 - 04.2017
Service Ambassador
Sentosa Leisure Management
02.2014 - 10.2014
Detention Barrack Guard (National Service)
Singapore Civil Defence Force
04.2012 - 12.2013
Admission Operations Crew (Internship & Part-Time)
Sentosa Leisure Management
01.2011 - 10.2011
Bachelor of Business (Double Major) - Tourism And Hospitality Management And Management
Murdoch University
04.2001 -
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