Dahrin Merican

Experience

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  JW Marriott

  Nov 2015 - Dec 2015

  Food And Beverage Intern
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  Tanjong Jara Resort

  Dec 2015 - Mar 2016

  Food And Beverage Intern
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  Pangkor Laut Resort

  Dec 2016 - Apr 2017

  Front Office Intern
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  YTL Hotels

  Apr 2017 - Oct 2018

  Front Office Supervisor

  - Primarily supervises front office team members to ensure efficient and smooth operations for producing excellent feedbacks and guest satisfaction.- Supervise daily shift process ensuring team members adhere to standard operating procedures.- Train, direct the work of, resolve issues, problems and coach the front desk team members to ensure a quality operation.- Responds in a professional and courteous manner to telephone and in-person inquiries regarding reservations, hotel information and guest concerns by providing accurate and timely information.area descriptions) - Cross check all billing instructions are correctly updated and controls cash transactions at the front desk as specified by hotel bank.- In-charge of night audit Show less

• 

  The Greenleaf Hotel Niseko Village

  Nov 2017 - Apr 2018

  Food And Beverage Supervisor
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  Hotel Istana Kuala Lumpur City Centre

  Nov 2018 - Sept 2021

  - Lead and supervises the reception, concierge, recreation (pool and gymnasium) to ensure efficient and smooth operations for producing excellent feedbacks and guest satisfaction.- Being a source of information to guests on various matters such as transport and restaurant advice.- Daily room check for VIP’s arrival and prepare welcome folders with collateral (e.g. room service menus, area descriptions- Address customer complaints and resolve the matter.- Train, direct the work of, resolve issues, problems and coach the front desk team members to ensure a quality operation.- Responds in a professional and courteous manner to telephone and in-person inquiries regarding reservations, hotel information and guest concerns by providing accurate and timely information.- Cross check all billing instructions are correctly updated and controls cash transactions at the front desk as specified by hotel bank agreement policy.- Lead and supervise the front office team members in operation as part of COVID-19 quarantine station, liaison with KKM and NADMA. Show less - Primarily supervises front office team members on their daily shift process and adhere to standard operating procedures.- Assigning rooms, taking care of administrative duties and handle group arrival.- Train, direct the work of, coach the front desk team members to ensure a quality operation.- Responds in a professional and courteous manner to telephone and in-person inquiries regarding reservations, hotel information and guest concerns by providing accurate and timely information.-Cross check all billing instructions are correctly updated and controls cash transactions at the front desk as specified by hotel bank agreement policy. Show less

  • Guest Service Executive

    Feb 2021 - Sept 2021

  • Guest Service Team Lead

    Nov 2018 - Feb 2021
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  Sama-Sama Hotels

  Oct 2021 - Jun 2022

  Operation Executive

  - Ensure that each department delivers a consistently high standard of guest service. Also, achieve business objectives and maximize the profitability of all outlets. Maintain effective cost controls in all areas.- Plan and direct the hotel main operations including quality, standards, cleanliness, guest satisfaction.- Developing and implementing strategies that will ensure a positive experience that exceeds guest’s expectations.- Be responsible for all the day-to-day queries, complaints or problems that arise in the hotel.- Ensure consistent implementation and review of SOPs throughout all Departments.- Assessing and reviewing customer satisfaction and service recovery process.- Monitor and maintain operation & overhead cost in order to maintain maximum revenue to the organization.- Establish and maintain standards for staff performance and customer service.- Conduct regular operations meeting with all HODs to discuss routine operational matters, departmental performance targets and guest feedback.- Carry out regular inspections of all departments in the areas of guest service delivery, cleanliness, presentation, service delivery, employee presentation and grooming. Show less

• 

  Amari Kuala Lumpur

  Jun 2022 - now

  - Trains, cross-trains, and retrains all front office personnel.- Supporting, training, and supervising fronts office staff.- Visible in the front of the house during high traffic times to assist the front desk team and to ensure smooth guest service- Ensuring that all customer-related tasks are handled accurately and on time to improve guests' experience.- Scheduling shifts and supervising front-office personnel including Receptionists, Amari Host, Concierge, Bell Service and Call Centre Agents, and managing other HR-related tasks.- Evaluates the job performance on each front office employees.- Maintaining an orderly appearance throughout the reception area.- Monitoring stock and ordering office supplies, including stationery and information leaflets.- Preparing monthly management reports on customer feedback,bookings, and cancellations.- Enforcing all cash-handling, checking, and credit procedures. - Onyx Rewards Loyalty Champion- Overtaking FOM duties during the absence. Show less - Direct front office operation such as checking in, checking out, and providing guest assistance whilst ensuring compliance with all front office policies, procedures, standards and focus on guest’s satisfaction and needs.- Participate in the development, implementation and review policies, procedures, practices and standards.- Select, train, develop, schedules and manage the performance of direct subordinates to ensure the efficient running of front office operations.- Maximize hotel revenue by controlling room inventory, group blocking, packages, and upselling.- Maintain high visibility during peak period in order to ensure smooth running of operations, promote good public relations, take corrective actions, and handle customers’ complaints to ensure their satisfaction.- Greet VIP guests upon their arrival and escort them to their room. Establish a good rapport and offer assistance for the duration of their stay.- Coordinate front office duties with various departments such as Executive Office, Housekeeping, Sales and Marketing, Engineering and Security to ensure that all guests are given friendly and caring service from their arrival until their departure according to Onyx Standards in a safe and secure environment.- Identify training needs, plans training activities and oversee their implementation for all front office sections. Follows up to ensure compliance and efficiency of training activities.- Keep abreast of all emergency procedures, hotel promotions, product knowledge, VIP arrivals, upcoming events and brief direct subordinates accordingly so that all front office staff are able to answer guest requests and questions.- Accomplished a set of administrative duties such as leading and attending meetings, writing reports and memos and other specific duties related to the job function. Show less

  • Assistant Front Office Manager

    Nov 2022 - now

  • Assistant Manager, Front Office (Duty Manager)

    Jun 2022 - Nov 2022