Rendi Said
Summary
Dynamic Guest Services Manager with a proven track record at Royal Plaza on Scotts, excelling in customer service and complaint resolution. Skilled in team management and fire safety, I enhance guest satisfaction through effective staff training, fostering a culture of excellence and accountability in high-pressure environments.
Overview
29
29
years of professional experience
Work History
Guest Services Manager
Royal Plaza on Scotts
07.2010 - Current
- Ensure smooth day-to-day operations of 511-room hotel.
- Supervise a team of 25 Front Office employees, making sure adherence to policies, procedures and top-notch guest service standards.
- Attend to guest complaints, investigate and offer appropriate service recovery to maintain high guest satisfaction rates.
- Review guest feedback from various channels to identify areas for improvement and implement necessary changes in procedures or offerings.
- Enhance internal communication by developing clear guidelines for interdepartmental collaboration related to guest requests or concerns.
- Conduct regular performance evaluations of staff members to foster growth, development, and accountability in the workplace.
- Assist with check-ins and check-outs during high traffic seasons to deliver excellent customer service.
- Boost revenue with strategic upselling of premium rooms, services, and amenities when appropriate.
Duty Manager
The Fullerton Hotel
06.2000 - 06.2010
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Maintained a safe and secure environment for guests and employees through regular facility inspections and adherence to safety protocols.
- Trained new employees in essential job functions.
- Mentored and provided guidance to junior staff members to apply best practices, follow procedures and maximize performance.
- Coordinated staff training sessions on new systems or procedures, fostering continuous learning among team members
Guest Services Officer
Orchard Hotel
03.1996 - 06.2010
- Managed check-in and check-out at front desk and club lounge.
- Built strong relationships with repeat guests, recognizing their preferences and anticipating their needs in club lounge.
- Collaborated with housekeeping staff to ensure timely room availability and cleanliness.
- Assisted in resolving billing disputes by thoroughly reviewing charges and offering appropriate solutions.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Education
O Level -
Rangoon Secondary School
Singapore12-1991
Skills
- Customer service
- Complaint resolution
- Decision-making capacity
Languages
English
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Chinese (Mandarin)
Beginner (A1)
Timeline
Guest Services Manager
Royal Plaza on Scotts
07.2010 - Current
Duty Manager
The Fullerton Hotel
06.2000 - 06.2010
Guest Services Officer
Orchard Hotel
03.1996 - 06.2010
O Level -
Rangoon Secondary School
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