Experience:
Resort Manager, Tiarasa Escapes Resort, Janda Baik, Bentong, Pahang, Malaysia -2022
Streamlined delivery of service product, as conceptualized by owners, board of directors, and hotel management company, with utmost efficiency and efficacy. Harnessed resort's resources to amplify operations, profitability, and cash flows.
● Cultivated and mentored exclusive team of service professionals for enhanced operational performance.
● Stewarded property and business with unwavering dedication, representing owners and hotel management company.
● Ensured exceptional customer experiences in line with the designed purpose of the property and service assembly.
Hotel General Manager, Margherita Plaza Hotel, Bintulu, Sarawak, Malaysia 2021 – 2022
Managed holistic performance and operations of hotels. Prepared, authorized, and implemented budgets, strategies, and targets, ensuring success as per business plan. Convened with department heads regularly, sharing information, planning, and collaborating. Led senior management and team, facilitating job responsibilities and performance goals. Engaged actively in guest relations, striving for continual improvement. Presided over weekly management team meetings and other agreed meetings. Represented hotel in front of government commissions or regulatory bodies during policy or procedure reviews.
● Examined and deciphered financial and operation reports, identifying opportunities to enhance profitability, productivity, and guest satisfaction.
● Assessed and managed performance of senior management and hotel staff using key performance indicators, targets, and goal settings.
● Distributed funds to departments and sanctioned expenditures in line with budgetary constraints.
● Authorized requests for equipment, materials, and supplies within budgetary boundaries.
● Proposed capital investments for acquisition of new equipment to elevate efficiency and services.
Hotel General Manager, Grand Darul Makmur Hotel, Kuantan, Pahang, Malaysia 2017 – 2021
Directed hotel operations in line with organizational chart, leading to enhanced productivity and efficiency. Adhered to hotel operating controls, SOPs, policies, procedures, and service standards to ensure operational integrity and guest satisfaction. Formulated efficiency-boosting actions and implemented cost-saving measures, contributing to leaner operation and healthier profit margin. Scrutinized hotel business reports daily and made strategic decisions accordingly, ensuring timely course-correction and optimal business performance. Championed all facets of business planning, paving way for effective strategy implementation and future business success.
● Spearheaded property matters like capital projects, customer service improvements, and refurbishments, resulting in upgraded facility and elevated customer experience.
● Addressed complaints and supervised implementation of service recovery procedures, bolstering customer retention and loyalty.
● Crafted, presented, and attained hotel's annual operating budget, marketing and sales plan, and capital budget, facilitating strategic financial control and marketing effectiveness.
● Steered sustained profitability of hotel, surpassing revenue and guest satisfaction targets that resulted in increasing profitability and reputation.
● Guaranteed decisions prioritized best interests of hotels and management, ensuring sustainable growth and competitive advantage.
Residence Manager, Swiss Garden Resort Residences, Kuantan, Pahang, Malaysia 2014 – 2017
Provided and upheld all necessary licenses and permit requirements. Crafted charts and generated reports to track progression of construction and interior decoration installations. Scheduled and implemented comprehensive recruitment and training plans. Presented detailed pre-opening budget illustrating projected expenditure.
● Formulated and submitted comprehensive budget plan accounting for all expenses incurred during pre-opening phase.
● Developed exhaustive "Master Chart" incorporating action plans to align with hotel's opening timelines.
● Convened bi-weekly financial discussions with division heads, proposing new financial directives to supplement estimates outlined in business plan.
Regional Director, Suria Resort Management Sdn Bhd, Kuala Lumpur, Malaysia 2013 – 2014
Spearheaded revenue initiatives and attained regional goals successfully. Established and sustained efficient open-door communication system, bridging departmental divides to reach all employees.
● Collaborated in fiscal budget formulation and held accountability for regional profit and loss.
● Engaged closely with Resort Manager, Assistant Operations Manager, Camp Manager and staff, fostering motivation and enhancing service to hotel guests.
● Played active role in sales discussions, meetings, and strategic planning sessions.
Senior Hotel Manager, Taha D’Mutiara (RAIA Hotel Penang), Penang, Malaysia 2011 – 2013
Implemented stringent performance standards for all departmental operations, ensuring compliance. Managed daily operations with unparalleled effectiveness and efficiency. Engaged in regular discussions with department heads and staff, ensuring clear communication and understanding. Aided food and beverage department in planning and promoting outlet. Monitored food purchase usage to prevent waste and over-spending. Provided strategic support for sales and marketing department's plan, fostering results-driven approach.
● Analysed and resolved problem situations, preventing recurring issues by adjusting procedures and processes.
● Conducted performance reviews, counselling sessions, and terminations as necessary, maintaining high-performing team.
● Sustained property and equipment in safe, hygienic, and cost-effective conditions.
● Communicated known/observed safety hazards and unsafe practices to management, ensuring safe work environment.
● Nurtured healthy industrial relationships consistently.
Additional Experience: Resort General Manager, De Rhu Beach Resort, Kuantan, Pahang, Malaysia, as Regional Sales Manager, Gateway Inn Management Sdn Bhd, Kuala Lumpur, Malaysia, as Executive Assistant Manager, Seri Malaysia Hotel, Kuala Terengganu, Malaysia, as Resort Manager, Felda Residence Trolak, Sungkai, Perak, Malaysia, as Front Office Executive, Maluri Value Inn Hotel, Kuala Lumpur, Malaysia, as Management Trainee, Strawberry Park Resort Cameron Highlands, Pahang, Malaysia, and as Front Office Assistant @ Receptionist, Sheraton Resort Langkawi, Kedah, Malaysia.
Education:
Masters
MBA In Hospitality & Tourism Management
Skills:
• Strategic Planning & Implementation
• Budget Management/Financial Oversight
• Staff Training & Development
• Customer Service Excellence
• Operational Efficiency Enhancement
• Hospitality & Service Standards
• Room Division Management
• Safety & Sanitation Compliance
• Marketing Strategy & Brand Promotion
• Vendor Relationship Management
• Property Maintenance & Upkeep
• Revenue Generation/Profit Maximization
Additionally:
Resourceful and results-driven professional with over 15 years of experience in providing strategic leadership and executing innovative solutions for upscale hospitality establishments.
Demonstrated success in driving service excellence, maintaining strict compliance with standards, and ensuring smooth daily operations. Recognized for conducting detailed performance reviews and managing personnel transitions. Adept at maintaining safety, hygiene, and cost-effective operations of hotel properties and equipment. Excel at fostering and maintaining productive industrial relationships, contributing to positive and collaborative work environment. Bilingual communicator with (English, Intermediate – Bahasa Malaysia, Fluent); proficient in strategizing and executing robust sales and marketing plans.
