Lily Baharom

Experience

• 

  Hyatt Regency

  Mar 2003 - May 2003

  Guest Service Agent
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  Hotel Maya Kuala Lumpur

  Jun 2003 - Jun 2005

  Telephone Operator Supervior
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  Hotel Istana Kuala Lumpur City Centre

  Jun 2005 - Sept 2021

  • Overseen and supervised Front Office Department with 46 employees - Reception, Club Lounge, Concierge, PABX, Business Centre, Corporate Lounge, Iyashi Lounge, Lobby Ambassador and Fitness Centre & Pool. • Prepares weekly staffing work schedule to meet business demand.• Conduct daily briefing and review all information pertinent to the business and future business.• Ensure effective room blocking for current and future dates, especially during peak periods. Min 3 days room assignment minimum 3 days in advance with room controller.• Conversed in Hotel’s SOP, policies and operating system in Front Office, to be able guide and supervise team members.• Supervised and take necessary action on daily Housekeeping report i.e. sleep out or room occupied with no luggage.• Coordinate with Housekeeping in room assignment for special guests i.e. VIP, returnee and honeymooners. • Room inspection especially VIP’s rooms and meet & greet guests in the absence of GM.• Preparation of Front Office monthly report i.e. Profit & Loss, month-end report.• Audit and random check on staffs grooming, service, cashiering to ensure credit limit and hotel credit policy been monitor.• Review the No Show on previous day, Rebates and to ensure the action taken appropriately.• Extend scope of supervision when Guest Service Manager is not available. Assist Front Desk associates with check in and check out during peak hours or busy period.• To handle guest complain and take necessary action or recovery to ensure guest satisfied with the recovery / apology given and address it to the respective department.• To build a good rapport between guest and encourage to write a positive comment in the TripAdvisor or other social media platform.• To drive and maximizing revenue and yield. Show less

  • Front Office Manager

    May 2018 - Sept 2021

  • Assistant Front Office Manager

    Jan 2014 - May 2018

  • Guest Service Manager

    Dec 2011 - Dec 2013

  • Guest Service Team Lead

    Jun 2011 - Dec 2011

  • Guest Services Coordinator

    Oct 2009 - May 2011

  • Guest Service Agent

    Jun 2005 - Oct 2009
• 

  InterContinental Kuala Lumpur

  Jul 2022 - now

  • Front Office Manager

    Dec 2022 - now

  • Club InterContinental Manager

    Jul 2022 - Dec 2022