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William .

William .

Parttime Employee

Followers of William .502 followers
location of William .Greater Kuala Lumpur

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  • Timeline

  • About me

    Team Manager at Agoda

  • Education

    • Taylor's University

      2012 - 2016
      Bachelor of International Hospitality Management Hospitality Administration/Management 3.65

      Activities and Societies: Marketing Member of MixAStyle Club Member of Komando'45 Club, Taylor's University Dance Club & K-Gen Marketing Member of MixAStyle ClubMember of Komando'45 Club, Taylor's University Dance Club & K-Gen

  • Experience

    • Sushi Zanmai Sunway Pyramid

      Apr 2013 - Dec 2013
      Parttime Employee

    • Traders Hotels

      Jan 2014 - Mar 2014
      Trainee

      Front Office & Food and Beverage Department

    • Traders Hotels

      Sept 2015 - Dec 2015
      Trainee

      Human Resources Department- Trainee recruitment & interview process- Assisting new hires throughout the orientation- Preparing monthly training report from other departments- Assisting in Human Resources activities such as Staff party, Birthday part, etc

    • Grand Swiss-Belhotel Medan

      Feb 2016 - Oct 2017

      - Leading a team of ten including Front Desk Agents & Guest Relation Officers- Prepare weekly schedule for the front desk based on the occupancy forecast- Allocating and assigning guests rooms as room controller according to their needs and requests- Follow up and balancing the dummy & mice account- Preparing daily and monthly guest report to managers- Prepare guest's special request such as VIP, honeymooners, repeater, group- Coordinate with sales and reservation on handling group check-in including the billing Show less

      • Front Desk Supervisor

        Feb 2017 - Oct 2017

      • Front Desk Agent

        Feb 2016 - Feb 2017

    • The Westin Jakarta

      Oct 2017 - Oct 2019

      - In charge of daily operational activities in Front Office- Create training and development plan for both new and existing Guest Service Agents- Coordinate with other departments to maximize hotel's revenue and occupancy- Assigning room based on guest requests, needs and preferences to deliver memorable experience - In charge of daily operational activities in Front Office- Deliver excellent customer service to create guests' satisfaction and memorable experience

      • Rooms Controller

        Jun 2018 - Oct 2019

      • Guest Services Agent

        Oct 2017 - Jun 2018

    • Agoda

      Nov 2019 - now

      - Deliver excellent customer service and manage the needs of our customers (guests and partners) through our communication channels (phone, email and chat)- Meeting individual KPIs (Closure, CSAT, Agent Behavior)- Buddy for new hires - Work closely with Team Captains & Team Managers for projects, huddle and meeting

      • Team Manager

        Nov 2022 - now

      • Team Captain

        Nov 2021 - Nov 2022

      • Knowledge Management Secondment

        May 2021 - Nov 2021

      • Customer Experience Specialist

        Nov 2019 - May 2021

  • Licenses & Certifications

    • DELF A1

      DELF DALF
      Jan 2015

    • HSK/ Chinese Proficiency Test Level 5

      Hanban
      Nov 2010

  • Honors & Awards

    • Awarded to William .
      Exellence Supervisor Grand Swiss-bel Hotel Medan Jun 2017 Best Supervisor for January- June 2017

  • Volunteer Experience

    • Volunteer

      Issued by Columbia Asia Hospitals Pvt. Ltd.
      Columbia Asia Hospitals Pvt. Ltd.Associated with William .

    • Volunteer

      Issued by Pacific Asia Travel Association (PATA)
      Pacific Asia Travel Association (PATA)Associated with William .