Sahullhamed Bin Ahmad (Shahul)
Summary
To achieve a commanding position in the ever-growing Customer Service industry with my experienced public relations skills, commitment to professionalism and customer satisfaction, and to achieve and maintain overall excellence.
Overview
19
19
years of professional experience
Work History
Senior Clinic Executive
Oriental Remedies Clinic (Upper Thomson)
09.2020 - Current
- Being the first point of contact for customer experience, by providing the best experience during the visit to the clinic
- Helping Patients make their next appointment and sharing with them the treatment plan which is shared by the physician
- Managing patient flow, phone & walk-in inquiries to ensure smooth scheduling & clinic operations
- Helping with strategic planning and appointment scheduling to maximize clinic revenue and drive process improvements
- Communicate effectively to customers to cross-sell and upsell clinic services
- Maintaining daily, weekly, and monthly performance reports for the company
- Taking part in business development, including marketing efforts and staff
Guest Experience Manager (Duty Manager)
Far East Hospitality, The Barracks Hotel Sentosa, The Clan Hotel Singapore
01.2020 - 09.2021
- Pre-opening team leader for the first luxury hotel of Fareast Hospitality Singapore
- Curated a service DNA that will match the heritage and colonial concept of the hotel
- Set up the living room/club
- Working with different contractors and architects to finalize the inspection of hotel rooms, hotel exterior, lobby, lounge, etc
- Organizing training with staff for a unique arrival experience
- Preparing for the readiness of the hotel and of the hotel and reporting the pre-opening updates to the management
- Getting all the systems ready prior to the hotel opening in December 2019
- Working on a budget and costing during the pre-opening period
Duty Manager
AccorHotel, Swissotel The Stamford
01.2019 - 01.2020
- Supporting the management of the Front Office Encourage and building mutual trust, respect, and cooperation among team members
- Serves as a role model to demonstrate appropriate behavior
- Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager
- Guides daily Front Desk Shift Operations
- Communicates performance expectations to employees in accordance with job descriptions for each position
- Manages day-to-day operations, ensuring quality, and standards and meeting the expectations of the customers on a daily basis
- Develops specific goals and plans to prioritize, organize, and accomplish your work
- Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results
- Supervises staffing levels to ensure that guest service, operational needs, and financial objectives are met
- Trains staff in adherence to all credit policies and procedures to reduce bad debts and rebates
- Supervises same-day selling procedures to maximize room revenue and property occupancy
- Understands the impact of Front Desk operations on the overall property financial goals and objectives Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed handles guest problems and complaints seeking assistance from supervisor as necessary
- Interacts with the guest to obtain feedback on product quality and service levels.
Duty Manager
MILLENNIUM & COPTHORNE INTERNATIONAL, Studio M Hotel
01.2018 - 12.2018
- Responsible for the monitoring of discipline, grooming, and performance of all the Guest service officers within the front office
- Leading Guest service officer team to provide guest service, handle the daily reservation and check in and check out of the guest
- Supervise front office operation and workflow to maximize guest satisfaction
- Supervise and guide the front office supervisor to ensure that the hotel's policies and procedures are adhered to
- Responsible and accountable for maintaining the highest service as well as building team spirit and motivation in all guest service officers
- Oversee the lobby operations and ensure that guests are attended to quickly and efficiently
- Handle the guest complaints and feedback actively, and deal with them to achieve a win-win situation
- Maintain a record of guest feedback and takes remedial actions to resolve problems
- Follow up on ongoing guest dissatisfaction as reported in the log
- Review staffing rosters at the commencement of the shift to ensure the best staff deployment for maximum efficiency
- Monitor front office guest service officers and train them to ensure that guests receive prompt and courteous service
- Support the Guest Relation Manager in time of need and welcome all VIP guests back to the hotel and all of the special requests are set up before the arrival of the guest.
Duty Manager
Quality Hotel Marlow
02.2017 - 01.2018
- To ensure that all VIP arrival rooms are checked and the amenities in the room prior to the guest's arrival
- Welcome and bid farewell to all VIP guests
- To develop and maintain close business contact with house guests to provide personalized service whenever possible
- To be proactive in thinking, to be able to react fast to problems, and to make sound management decisions
- To be well informed of hotel facilities and activities and be able to answer all inquiries
- To handle complaints or incidents/accidents occurring in the hotel and report the incidents handled accordingly in the Logbook maintained for this purpose.
Butler, Starwood Hotel and Resorts, The St Regis
01.2015 - 02.2017
- Welcome guests upon arrival and introduce them to the room's features as well as the key signatures of the Butler service
- Provide personalized service to all guests in terms of knowing their preferences, setting up their room, making reservations for them, and serving food & beverage in the room
- Handle guests' complaints by assisting them with solutions to their issues
- Creating an exceptional stay experience for all guests by completing their requests and going beyond exceeding their expectations.
Protection Officer
Certis CISCO Security Pte Ltd
03.2009 - 08.2014
- SPF Project
- Foreign worker management, a project by SPF covering the areas of
- ICA, LTA, NEA
- Preventing crime (Enforcement) on behalf of SPF
- Town Council Project
- Securing and Maintaining safety in areas where town council work is carried out.
Captain
Le Saint Julien Restaurant
07.2008 - 01.2009
- Customer service
- Taking orders
- Make sure all the food and drinks are served
- Look after the Guest and their needs
- Submit and settle the bill
- PR at the same time
Assistant Manager
Pacific Coffee Company (S) PTE LTD (Airport 24hrs)
02.2007 - 06.2008
- Supervised day-to-day operations to meet performance, quality, and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
National Service
The Singapore Armed Forces
03.2005 - 03.2007
- Vacation: Infantry Men
- Unit: 2nd Battalion Singapore Infantry Regiment
- Rank: CPL
- Job Scope: Learning the Art of Defending and Operating Different types of Weapons.
Supervisors
Pacific Coffee Company (S) PTE LTD
01.2004 - 02.2005
- Customer Service
- Planning schedule
- Ordering market list
- Payroll
- Train New Staff
Education
DIPLOMA IN HOTEL & ACCOMMODATION SERVICES -
The ASCOTT INTERNATIONAL MANAGEMENT PTE LTD
Singapore2019
CERTIFICATE IN HOTEL & ACCOMMODATION SERVICES -
The ASCOTT INTERNATIONAL MANAGEMENT PTE LTD
Singapore2016
College
Al-Azhar University
Egypt2003
Secondary
Madrasah Al Irsyad Al Islamiah
Singapore2001
Primary
Madrasah Al Irsyad Al Islamiah
Singapore1996
Skills
- Possess experience, and excellent customer service skills
- Possess strong written and verbal communication skills
- Ability to handle multiple tasks and meet deadlines
- Proficient in
- Microsoft Word, Adobe Photoshop, and PMS (Opera)
- Ability to take initiative and work under minimal supervision
- Positive attitude with excellent time management skills
- Possess strong interpersonal and problem-solving skills
Accomplishments
- National Kindness Award by the National Kindness Movement
Additional Information
- AWARDS , National Kindness Award by the National Kindness Movement
Languages
English
Advanced (C1)
Malay
Advanced (C1)
Tamil
Advanced (C1)
Arabic
Elementary (A2)
Chinese (Mandarin)
Beginner (A1)
Timeline
Senior Clinic Executive
Oriental Remedies Clinic (Upper Thomson)
09.2020 - Current
Guest Experience Manager (Duty Manager)
Far East Hospitality, The Barracks Hotel Sentosa, The Clan Hotel Singapore
01.2020 - 09.2021
Duty Manager
AccorHotel, Swissotel The Stamford
01.2019 - 01.2020
Duty Manager
MILLENNIUM & COPTHORNE INTERNATIONAL, Studio M Hotel
01.2018 - 12.2018
Duty Manager
Quality Hotel Marlow
02.2017 - 01.2018
Butler, Starwood Hotel and Resorts, The St Regis
01.2015 - 02.2017
Protection Officer
Certis CISCO Security Pte Ltd
03.2009 - 08.2014
Captain
Le Saint Julien Restaurant
07.2008 - 01.2009
Assistant Manager
Pacific Coffee Company (S) PTE LTD (Airport 24hrs)
02.2007 - 06.2008
National Service
The Singapore Armed Forces
03.2005 - 03.2007
Supervisors
Pacific Coffee Company (S) PTE LTD
01.2004 - 02.2005
DIPLOMA IN HOTEL & ACCOMMODATION SERVICES -
The ASCOTT INTERNATIONAL MANAGEMENT PTE LTD
CERTIFICATE IN HOTEL & ACCOMMODATION SERVICES -
The ASCOTT INTERNATIONAL MANAGEMENT PTE LTD
College
Al-Azhar University
Secondary
Madrasah Al Irsyad Al Islamiah
Primary
Madrasah Al Irsyad Al Islamiah
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