SHAZRIENA SAMAD
Ang Mo Kio
Summary
Accomplished and energetic individual with a history of achievements in customer care and service. Motivated leader with strong organizational and prioritization abilities. Areas of expertise include Coordination, Passion and Results Oriented.
Overview
29
29
years of professional experience
Work History
Duty Manager
Amara Sanctuary resorts Sentosa
05.2024 - Current
- Supervise front office, concierge, and bell staff
- Manage room allocations, inventory, and maintenance
- Handle guest complaints and resolve issues
- Ensure compliance with hotel policies and procedures
- Lead and develop staff, conducting performance evaluations
- Maintain accurate records, reports, and logs
- Control costs, manage budgets, and ensure quality standards.
- Attend HOD meetings to facilitate interdepartmental collaboration.
Duty Manager
Novotel & Mercure Singapore on Stevens Road
07.2023 - 05.2024
- .Manage, supervise and coordinate the daily operations of the 2 properties
- Ensure that all procedures are performed in accordance with established standards and procedures.
- Assist in establishing a front desk standard and procedures manual.
- Assist in selecting, hiring, and training employees
- Attend to guests' enquiries and requests.
- Monitor room allocations and handle group/air-crew reservations.
Guest Service Executive/Acting Duty Manager
Novotel & Mercure Singapore on Stevens Road
04.2023 - 07.2023
- Responsible for ensuring a positive guests experience by welcoming and assisting guests, handling inquiries and requests
- Maintaining high standards of customer service satisfaction.
- Handle guest complaints, concerns, and feedback.
- Provide personalized service to guests.
- Ensure prompt resolution of guest issues.
- Maintain guest loyalty and retention.
- Participate in training and development programs.
Owner / Founder
Sam's Corner
01.2003 - 01.2021
- Oversee day to day operations.
- Staff management.
- Menu crafting.
- Managing finances.
- Customer relations.
- Plan and execute all preparation for daily business.
Corporate Sales Executive
American Express Bank (AMEX)
01.1998 - 01.2002
- Acquiring and managing corporate clients.
- Promoting financial products and services.
- Developing business relationships and meeting business targets
- Enhancing customer satisfaction and ensuring compliance with relevant policies.
Choreographer
Upfront Models and Production
01.1996 - 01.2002
- Break down complicated moves for dancers.
- Craft dance moves that incorporate the storyline, music, and rhythm.
- Oversee dance rehearsals, present choreographed dance to directors, producers, and dancers.
- Support dancers to execute dance moves for performance.
Education
Secondary School -
Bedok South Sec Sch
05.1996
Primary School -
Yumin Primary Sch
05.1991
Skills
Essential Skills:
- Leadership and Team Management
- Communication and Interpersonal Skills
- Problem-Solving and Conflict Resolution
- Customer Service and Guest Relations
- Operational Efficiency and Cost Control
- Adaptability and Flexibility
- Emotional Intelligence and Empathy
- Decision-Making and Judgment
Soft Skills:
- Positive Attitude and Professionalism
- Calm Under Pressure
- Negotiation and Mediation
- Coaching and Development
- Emotional Stability and Resilience
Languages
English
Mandarin
Malay
References
Available upon request
Timeline
Duty Manager
Amara Sanctuary resorts Sentosa
05.2024 - Current
Duty Manager
Novotel & Mercure Singapore on Stevens Road
07.2023 - 05.2024
Guest Service Executive/Acting Duty Manager
Novotel & Mercure Singapore on Stevens Road
04.2023 - 07.2023
Owner / Founder
Sam's Corner
01.2003 - 01.2021
Corporate Sales Executive
American Express Bank (AMEX)
01.1998 - 01.2002
Choreographer
Upfront Models and Production
01.1996 - 01.2002
Secondary School -
Bedok South Sec Sch
Primary School -
Yumin Primary Sch
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