Yasrid Bin Mohamed
Summary
Looking for a new career path and to work for a progressive organization in a highly motivating and challenging environment that provides the best opportunities to grow and utilize my potential to the fullest to achieve the organization's goal while achieving my personal goals.
Overview
25
25
years of professional experience
Work History
Senior Chief Concierge
Straits Retail Property Management
02.2015 - Current
- Managing the Customer Service, Paragon Medical officers and Paragon Club Lounge, delivering a unique shopping and medical visit experience to all our guest.
- Provide a delightful experience to shoppers through a comprehensive range of Concierge services that include partners' promotions, lucky draws, mall campaigns, tourist promotions and reward redemptions for customer's loyalty programs.
- Addressed guest feedbacks, complaints and compliments with timely and professional responses via phone, email and in-person interactions.
- Conducts Annual Performance Development Discussion with employees to supports them in their professional goals.
- Involves in customer service training, first aid trainer for the organization and new hiring process.
- Mentored all concierge staff members, fostering a supportive work environment and promoting professional growth.
- Preparing of proposal for both new and renewal of contracts from external service provider.
- Managing special events for VIP guests and celebrities.
Guest Experience Manager
Village Hotel Bugis by Far East Hospitality
03.2012 - 01.2015
- Covering Duty Manager role when needed and responsible for the smooth co-ordination and supervision of the entire Front Office department to ensure that the services are delivered to guests (internal or external) with the aim of exceeding guest expectations and in accordance with the standards and procedures.
- In charge of the Security Department, ensuring safety and security of our colleagues and all our guest.
- Ensuring the security officers man the checkpoint at all times, monitoring CCTV and securing the hotel property.
- Respond to guest feedback, and give a positive commitment to continuous improvement of product and performance.
- Monitoring closely all guest comments particularly from Trip Advisor, Agoda.com and other online channels.
- To follow up and investigate accordingly followed by an action plan to ensure shortfalls are addressed and potential future occurrences are minimized.
- Ensure timely time updates on guest history files and disbursement of relevant information ensuring guest requests and preferences are implemented whenever possible.
- Giving motivation and assisting the Front Office team to reach the monthly upselling target set by the Country General Manager of Far East Hospitality.
- Networks and build rapport with Business Associates / Partners / Professionals to enlarge the circle of social contacts.
- Providing business leads to the Sales team through contacts made.
- Provides recommendations and arranges services for guests as requested. (e.g., car rental, airline and train tickets, office services, beauty and barber services, baby sitting, repairs, shopping)
Chief Concierge
Grand Copthorne Waterfront Hotel Singapore
03.2011 - 03.2012
- Managing Concierge, Bell Service Team, Car Valet and Hotel drivers.
- Conducts annual Performance Development Discussion with employees, supports them in their professional goals.
- Maintaining relationships representatives from competitor hotels and other organizations, including embassy personnel, key personnel of Multi- national companies, tours operators and suppliers.
- Providing restaurants recommendation, flights booking, tours arrangement and catering to guest special requests
- Inventory checking and verifying of invoices.
- Conducting training for team members.
Assistant Chief Concierge
Mandarin Orchard Singapore
01.2010 - 03.2011
- Managing Concierge, Bell Service Team, Car Valet and Hotel drivers (53 staffs).
- Overseeing the Lobby Managers, Guest Relation and Front Office team.
- Departmental trainer.
- Planning and conducting regular communications meetings and ensures that departmental briefings and meetings are effective and conducted as necessary
- Ensures that the department operates with the lowest possible costs structure while also delivering on the brand promise to the guest, proactively managing costs based on key performance indicators.
- Attends to guest enquiry, special needs, handling of guest complaints and feedback.
- Conducts annual Performance Development Discussion with employees, supports them in their professional goals
- Maintains strong, professional relationships with the relevant representatives from competitor hotels and other organizations, including embassy personnel, key personnel of Multi- national companies, tours operators.
Assistant Concierge Manager
Grand Hyatt Singapore
04.2007 - 01.2010
- In charge of the department in absence of Chief Concierge.
- Managing Concierge, Business Centre and Bell Service Team (42 staffs).
- Covering Duty Manager and Club Floor Manager when required.
- Implements and manages training for different sections.
- Identify career growth and development.
- Monitors for the accurate maintenance of guest history database.
- Ensuring that guest preferences are collected and action in order to meet guest expectation.
- Ensures all daily VIP rooms, special request rooms and long stay guest rooms are pre blocked in advance, that Housekeeping is notified and that each room is prepared with appropriate welcome amenities.
- Responds to the results of the Consumer Audit, Guest Satisfaction Survey and ensures that the relevant changes are implemented.
- Conducts annual Performance Development Discussion with employees, supports them in their professional goals.
Departmental Trainer- Concierge & Guest Services
The Pan Pacific Singapore
07.2006 - 04.2007
- Managing & supervise the smooth running operations of Concierge, Guest Relation and Bell Service team. (32 staffs)
- Reviews and update departmental task lists and checklists and create new training modules.
- Organizes regular meetings, plans and implements effective training programmes for the department.
- Handling of guest complaints/feedback.
Concierge Team Leader
The Pan Pacific Singapore
05.2005 - 06.2006
- Managing & supervise the Concierge & Bell Service Team.
- Doing weekly roster for Bell service associates & Concierge team.
- Verifying all invoices from contractors.
National Service
Singapore Civil Defense Force
09.1998 - 09.2000
- Posted as clerk at SCDF Head Quarters. (Finance department)
Skills
- Strong leadership ability, dynamic team player, great sense of responsibility and integrity
- Excellent communication and interpersonal skills
- Ability to work under pressure and strong organization skills
- Customer service in hospitality and retail
- Staff training and coaching
Coursework
- WSQ Perform Hosting Duties by Shatec Institutes Pte Ltd
- WSQ Workplace Trainer Programme by Institute for Adult Learning
- WSQ Respond To Service Challenges by Service Quality Centre Pte Ltd
- Managing Customer Complaints & Feedback by Marketing Institute of Singapore
- Facilitated Training in the workplace by Institute for Adult Learning
- Provide Safety and Security for Guests by Compass Management Consulting
- Resolve Grievances and Disputes by Ong Teng Cheong Labour Leadership Institute
Languages
Speak & write fluent English
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
French
Beginner (A1)
Chinese (Mandarin)
Beginner (A1)
Availability
Two months
References
- Ms. Madeline Yeo, Centre Manager, AsiaMalls Management Pte Ltd, +65 9754 7423, Madelineyeo@asiamalls.com.sg
- Mr. Abdullah Ali Basalamah, Area General Manager at Far East Hospitality, +65 9770 5297, abdullahali@fareast.com.sg
Timeline
Senior Chief Concierge
Straits Retail Property Management
02.2015 - Current
Guest Experience Manager
Village Hotel Bugis by Far East Hospitality
03.2012 - 01.2015
Chief Concierge
Grand Copthorne Waterfront Hotel Singapore
03.2011 - 03.2012
Assistant Chief Concierge
Mandarin Orchard Singapore
01.2010 - 03.2011
Assistant Concierge Manager
Grand Hyatt Singapore
04.2007 - 01.2010
Departmental Trainer- Concierge & Guest Services
The Pan Pacific Singapore
07.2006 - 04.2007
Concierge Team Leader
The Pan Pacific Singapore
05.2005 - 06.2006
National Service
Singapore Civil Defense Force
09.1998 - 09.2000
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