Siti Nurhana Binte Md Sani [Nana]
Summary
An independent self-motivated individual who has a strong willingness to learn and constantly seeking to build a positive work climate.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Guest Relations Supervisor
The Ascott Ltd
01.2024 - 02.2024
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Streamlined check-in and check-out processes for improved efficiency and guest experience.
- Collaborated with various departments to ensure seamless guest experiences during their stay.
- Assisted in training new team members, contributing to a consistently high-performing staff.
- Handled escalated customer complaints professionally, ensuring swift resolution and satisfaction.
- Proactively anticipated guest needs by maintaining up-to-date knowledge of local attractions and amenities.
- Consistently exceeded sales targets by upselling additional services, enhancing overall revenue generation.
- Collected room deposits, fees, and payments.
- Balanced daily cash drawer accurately, minimizing discrepancies and ensuring proper accounting procedures were followed.
- Monitor and update last minute bookings.
- Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
- Resolved in-room safe box and door lock issues.
Guest Relations Executive & Supervisor
GCH Pte Ltd
11.2015 - 01.2024
- Enhanced guest satisfaction by efficiently resolving issues and addressing complaints in a timely manner.
- Streamlined check-in and check-out processes for improved efficiency and reduced waiting times for guests.
- Collaborated with hotel departments to ensure seamless communication and coordination, resulting in better guest experiences.
- Contributed to an increase in positive online reviews by consistently delivering exceptional customer service experiences.
- Assisted in training new team members, contributing to a consistently high-performing staff.
- Proactively anticipated guest needs by maintaining up-to-date knowledge of local attractions and amenities.
- Consistently exceeded sales targets by upselling additional services, enhancing overall revenue generation.
- Handled escalated customer complaints professionally, ensuring swift resolution and satisfaction.
- Balanced daily cash drawer accurately, minimizing discrepancies and ensuring proper accounting procedures were followed.
- Collected room deposits, fees, and payments.
- Monitor and update last minute bookings.
- Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
Guest Relations Executive
Big Hotel Ltd
05.2015 - 11.2017
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Streamlined check-in and check-out processes for improved efficiency and guest experience.
- Developed strong rapport with guests, leading to increased loyalty and repeat business.
- Collaborated with various departments to ensure seamless guest experiences during their stay.
- Assisted guests with transportation arrangements, local recommendations, and other inquiries to enhance their stay experience.
- Improved front desk efficiency by maintaining organized records of guest reservations, payments, and special requests.
- Collected room deposits, fees, and payments.
- Maintained detailed records of guest preferences, enabling tailored service offerings during future stays.
Senior Cashier Supervisor
Lifebrandz Pte Ltd (formerly MOS Pte Ltd)
11.2008 - 03.2015
- Achieved high levels of accuracy in cash management through meticulous record-keeping and coordinating with CISCO for timely cash bank deposits.
- Assisted Chief Cashier in processing payroll. Verifying employee's working hours in punch card and accumulating deduction for any shortages.
- Optimized store performance by coordinating with other department supervisors to ensure seamless communication and teamwork.
- Maintained a safe working environment, ensuring that all employees adhered to company policies and regulations at all times.
- Resolved customer issues for front-line and departments throughout store by employing strong operations knowledge and problem-solving abilities.
- Assisted in training new cashiers, resulting in a more efficient and knowledgeable workforce.
- Maintained accurate cash handling standards, minimizing discrepancies in daily reconciliations.
- Roster planning for department.
- Assisted in payroll processing to ensure timely delivery of paychecks to all employees.
- Received and processed customer payments.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
Senior Cashier
Ministry Of Sound (MOS) Pte Ltd
03.2006 - 10.2007
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
Server
Ministry Of Sound (MOS) Pte Ltd
12.2005 - 03.2006
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Maximized table turnover rate by efficiently managing reservations and seating arrangements.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Consistently met or exceeded performance goals related to sales targets, customer satisfaction ratings, and order accuracy.
Waitress
Waan Waan Thai Restaurant
01.2003 - 11.2005
- Enhanced customer satisfaction by providing attentive service and anticipating guest needs.
- Streamlined order processing for increased efficiency through clear communication with kitchen staff.
- Maintained a clean and organized dining area, contributing to a pleasant atmosphere for guests.
- Managed high volume of customers during peak hours, maintaining prompt and efficient service.
- Contributed to the restaurant's positive reputation by consistently delivering exceptional service and building rapport with regular patrons.
- Promoted specials or upsold items effectively, increasing average check size and boosting overall sales revenue.
Education
N Level -
Orchid Park Secondary School
12.2003
PSLE -
Northland Primary School
12.1999
Skills
- Able to deal with people from multitude cultures
- Able to learn quickly and manage time efficiently
- Able to work independently or in small teams
- Multitasking capabilities
- Guest Services Agent training
- Payment Processing, Cash Handling
- Front Desk Operations
- POS System Operation
- OPERA System
- Reservations
- Upselling proficiency
- Problem-solving abilities
Certification
WSQ - Provide Go-the-Extra-Mile Service, Provide Workplace Safety and Security, Apply Upselling and Suggestive Selling Techniques, Interact with Guests
EXSA - Silver [2018] Gold [2019] Silver [2021] Silver [2023]
References
Yvonne Ng : 9620 6627
Howard Oh : 9001 4052
Timeline
Guest Relations Supervisor
The Ascott Ltd
01.2024 - 02.2024
Guest Relations Executive & Supervisor
GCH Pte Ltd
11.2015 - 01.2024
Guest Relations Executive
Big Hotel Ltd
05.2015 - 11.2017
Senior Cashier Supervisor
Lifebrandz Pte Ltd (formerly MOS Pte Ltd)
11.2008 - 03.2015
Senior Cashier
Ministry Of Sound (MOS) Pte Ltd
03.2006 - 10.2007
Server
Ministry Of Sound (MOS) Pte Ltd
12.2005 - 03.2006
Waitress
Waan Waan Thai Restaurant
01.2003 - 11.2005
N Level -
Orchid Park Secondary School
PSLE -
Northland Primary School
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