Siti Wirzalina Binte Mohamed Alwi
Singapore
Summary
Dedicated hospitality professional with extensive experience in front office operations, guest relations, and team leadership across luxury hotel brands. Known for delivering exceptional service, managing complex operations, and leading high-performing teams. Committed to maintaining high standards, enhancing guest satisfaction, and driving operational excellence.
To contribute my strong customer service background, leadership capabilities, and operational expertise to a dynamic hospitality environment. I aim to grow further in hotel management while continuing to deliver exceptional guest experiences and support organizational goals.
Overview
2
2
Languages
21
21
years of professional experience
Work History
Assistant Front Office Manager
Singapore Marriott Tang Plaza Hotel
09.2022 - Current
- Streamlined front office operations, enhancing guest experience through efficient check-in and check-out processes.
- Managed team schedules, ensuring optimal staffing levels to maintain high service standards.
- Developed training programs for new staff, fostering consistency in service delivery and operational procedures.
- Implemented feedback mechanisms, improving guest satisfaction scores through targeted service enhancements. (Guest Voice)
- Analyzed front office performance metrics, identifying areas for improvement to drive operational efficiency.
- Provided support to the Front Office Manager, ensuring spending is within budget monthly and ensuring consistent management presence at all times
Front Desk Manager
JW Marriott Hotel Singapore South Beach
Singapore, Singapore
05.2017 - 04.2022
- Conduct daily briefings.
- Managed room assignments to optimize guest satisfaction and hotel occupancy. Large Group Handlings/Coordination with Sales Team & Events.
- Coordinated inventory controls with revenue, sales, and reservations to maximize selling potential and maintain house balance.
- Assist with all guest complaints and ensure it is handled delicately.
- Roster Planning for the team
- To make sure the performance of the hotel lobby is always on the tiptop condition.
- To perform lobby duties especially during peak hours. Meet & Greet, especially VIP guests.
- Run Night Audit. Provide close day/next day reports for the General Manager, All Head of Departments -Front Office, Housekeeping, Accounts and Sales & Marketing.
- Monitored guest accounts for compliance with hotel credit limits by generating high balance reports and verifying registration accuracy.
- Work closely with Security, Housekeeping and Concierge if there any suspicious incidents.
- Follow cash handling and posting procedures pertaining to guest folio charges, including corrections and adjustments.
- Accountable for any shortages and coverages
- Drove team upselling initiatives to achieve KPI targets.
- Monitors guest accounts to ensure adherence to hotel credit limits by completing high balance report and verifies accuracy of registration information.
- Work closely with finance/sales/reservations /events/security/housekeeping/engineering.
- Follow safety/emergency procedures. Act as the hotel’s emergency coordinator when on duty.
Junior Assistant Manager (Reception Manager)
Marina Mandarin Singapore
Singapore, Singapore
06.2013 - 03.2017
- Guest Service Executive (Reception) (Jan 2014 – March 2016)
- Guest Service Executive (VIP/Guest Services) (June 2013 – Jan 2014)
Assistant Manager (Reception)
Sheraton Towers Singapore Hotel
Singapore, Singapore
02.2012 - 08.2012
- Cross Training / Acting- Duty Manager (Nov 2010 – Feb 2012)
- Room Division Executive (Feb 2010 – Nov 2010)
Guest Service Agent
Novotel Clarke Quay
Singapore, Singapore
01.2007 - 02.2010
Customer Ticketing Agent
SATS
11.2005 - 11.2006
- Contracted 1 year
- (Ticketing: Departure and Arrivals)
Education
GCE N LEVEL -
01-2004
PSLE - undefined
01-1999
Advance Certificate for Leadership - undefined
- WSQ LPM Develop Self
- WSQ LPM Build Team Relationship
- WSQ LPM Implement Change
- WSQ LPM Encourage People
- WSQ LPM Support Team
- WSQ LPM Support Achievement of Results
undefined
- Interact with guests
- Handle guest/ resident arrival
- Maintain guest/ resident accounts
- Handle guest/ resident departures
- Provide safety and security for guests
- Provide reservation services
- Work Safely
- Food Hygiene
- Coach For Service Excellence
- Establish Relationships for customer confidence
Skills
- Adobe Photoshop
- Adobe Illustrator
- Microsoft Office
- Opera
- Fidelio
- Galaxy OS / Light speed
- Epitome HIS
Accomplishments
- Participant for Alcatel. Lucent Challenge Trophy 2014 Receptionist of the Year
- Nominated Receptionist to represent Marina Mandarin.
- Participant for Alcatel. Lucent Challenge Trophy 2009 Receptionist of the Year
- Nominated Receptionist to represent Novotel, Clarke Quay
Language Spoken/ Written
English
Malay
Personal Information
Gender: Female
Timeline
Assistant Front Office Manager - Singapore Marriott Tang Plaza Hotel
09.2022 - Current
Front Desk Manager - JW Marriott Hotel Singapore South Beach
05.2017 - 04.2022
Junior Assistant Manager (Reception Manager) - Marina Mandarin Singapore
06.2013 - 03.2017
Assistant Manager (Reception) - Sheraton Towers Singapore Hotel
02.2012 - 08.2012
Guest Service Agent - Novotel Clarke Quay
01.2007 - 02.2010
Customer Ticketing Agent - SATS
11.2005 - 11.2006
WSQ Courses - ,
Seraph Corp Institute Pte Ltd. - Advance Certificate for Leadership,
Haig Girls’ School - PSLE,
Macpherson Secondary School - GCE N LEVEL,