Mazlan Kamar

Experience

• 

  The Vineyard Hotel & Spa

  Jun 2009 - Feb 2014

  * Processes reservations by mail, telephone, fax or central reservation systems referral.* Processes reservations from the sales office, other hotel departments, and travel agents.* Knows the type of rooms available as well as their location and layout.* Knows the selling status, rates, and benefits of all packages plans.* Knows the credit policy of the hotel and how to code each reservation.* Creates and maintains reservation records by date of arrival and alphabetical listing.* Determines room rates based on the selling tactics of the hotel.* Prepares letters of confirmation.* Communicates reservation information to the front desk.* Processes cancellations and modifications and promptly relays this information to the front desk.* Understands the hotel's policy on guaranteed reservations and no-shows.* Processes advance deposits on reservations. Monitors advances deposit requirements.* Tracks future room availabilities on the basis of reservations. Helps develop room revenue and occupancy forecasts.* Prepares expected arrival list for front office use. Assists in preregistration activities when appropriate.* Handles daily correspondence. Responds to inquires and makes reservations as needed.* Makes sure that files are kept up to date.* Maintains a clean and neat appearance and work area at all times.* Promotes goodwill by beings courteous, friendly, and helpful to guests, mangers, and fellow employees.* Walk around with the client and ensuring that they secure whatever services they are in need of.* Getting information about areas of interest in order to target more clients in particular seasons.* To be aware of all front office procedures and assist with reception duties when required.* To be fully aware of and adhere to health and safety, fire and bomb threat procedures.* Willing to undertake any reasonable request made by management in any other areas of the house.* Configuring rates on the hotels property management system. Show less *Check in guests and assist in arranging any additional services. Also ensure that guests are made aware of the facilities available.*Assist guests with any queries, concerns or complaints which they need solving. Ensure that the guest is happy with the outcome and take further steps if necessary.*Maintain guest bills during their stay and ensure that all billing instructions are maintained.*Read all requests for arrivals, in house, departures & communicate to relevant departments.*Collect credit card imprints for all arrivals to guarantee payment.*Maintain Direct Bills as per standard*Handle float as per standard and ensure that it balances after each shift.*Maintain pit checks every shift*Handle all guest accommodation inquiries and bookings for restaurants during after hours and weekends.*Always have a positive attitude to all valued guests and colleagues.*Ensure that personal appearance is always of the highest standards.*Ensure that a comprehensive handover is done with the following shift of all details that which they need to be aware of.*To be fully aware of the facilities available to the guests and services offered by Hotel.*Any other duties that the Front Office Manager deems necessary in order to deliver a level of guest services which will exceed their expectations. Show less

  • Reservations Agent

    Jan 2012 - Feb 2014

  • Receptionist

    Jun 2009 - Dec 2011
• 

  Pepperclub Hotel & Spa

  Mar 2014 - Oct 2014

  Front Office Supervisor

  * To carry out duties to the standards as laid down in the standard of performance manuals. * To ensure all guests queries are handled promptly and efficiently. * To ensure all guest requests are met regarding room allocation i.e. VIP’s, traces etc * To ensure that we collect daily quota of tech cards from guests. * To make follow up calls to guests after check-in to ensure guest satisfaction * To comply with the hotel policy in relation to cash handling and the billing/credit policy of the hotel. * To constantly liaise with the housekeeping department to ensure all guest requests are attended to * To ensure that your work area is always maintained in a clean and organised manner. * To ensure that a proper handover is given from the shift to shift. * Manage the AM/PM shifts in the front office making sure that all employees perform the tasks assigned to them and coordinate the front office activities with other departments. * To attend the daily briefing as required* To act as a manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise. * Implement and manage all standards relating to areas supervised. * To monitor activities of all employees in the front office making sure they adhere to the guidelines set in the SOP's, employee handbook and hotel policies and procedures. * To assist in training and documenting all employees. * To book out guests if required ensuring that the situation is handled in line with the agreed procedure and all follow up is undertaken. * To ensure that we maximize occupancy and rate through the managing of the shift on a day-to-day basis. * To promote a professional service orientated environment at all times. * To ensure that all registration cards and backup are stored in a neat, organised and structured manner to allow for quick access at a future date. Show less

• 

  Village N Life

  Nov 2014 - Jan 2016

  Online Trade Reservations

  • Manager all Online Travel Agents (OTA) who offer live availability• Update free sell report and distribute to agents.• Manager content, for all properties on OTA websites.• Knowledge of room availability at all times, for future and present dates• Making reservations for all Online Booking Agents in OPERA• Entering all relevant information into OPERA to secure the booking.• To ensure pre-payments and confirmations are received and applied timeously, ie. before guests arrive• Communicate with Reservations Consultants when last minute rooms are booked to avoid overbooking.• Adhering to the cancellation and no-show policy by informing group when reservations are made• To ensure VIP’s are identified and their presence communicated to all departments concerned• To ensure all special requests are noted and communicated to establishments• To maintain effective communication with the department and with reception• To inform Front Office on any problems that may arise• Effective and efficient filing on a daily basis• To investigate and take prompt action regarding queries and complaints• Ensuring that work space and office are always clean and tidy. Show less

• 

  Cape Grace, A Fairmont Managed Hotel

  Jan 2016 - Jun 2023

  - Quality control for all Reservations created and information shared with the hotel through the preparation process- Attending morning meeting and ensuring all relevant information is updated and fed back to the relevant departments- Allocating of all guest arrivals- Balancing inventory over periods of peak demand- Assist reservations during periods of high demand- Managing the main Reservations filing cabinet to ensure folders are up to date- Daily Negotiated / Complimentary rooms report- Updating STR global on a daily basis- Managing weekly stationary orders- To ensure that all quotes compiled are accurate and every attempt is made to secure the business- Manage and follow up on all deposit payments in line with the reservation terms and conditions and ensure that payments are received on time and communicated to the accounts department and cashiers prior to the guest’s arrival- Matching the features and benefits of our product offering to ensure that we exceed our guest’s expectations- Conduct site inspections and hosting/entertainment of clients as/when required- To interact with Housekeeping, Front Office, Spa and Food & Beverage, where necessary, ensuring any new and relevant information is communicated between these departments and Reservations- Manage workload fairly, ensuring that our turnaround time is adhered to- Daily follow-up of Inquiry & Tentative status groups according to the timelines provided to the client in order to effectively manage inventory- Follow-up on quotes within 3 days of sending and regularly over the following 3 months- Assist Individual Reservations as/when necessary with enquiry turnaround, call handling as well as shifts during low staffing periods - Coordinates departmental Induction programme to required standard- Maintains the highest standard of service, appearance and social skills set according to the company policy- Attends all training workshops as and when required Show less - To ensure that the highest standard of performance and service is achived when reserving accommodation and additional services.- To ensure the accuracy of all reservations to ensure an exceptional guest experience. To upsell at every opportunity in order to enhance our guests experience as well as increase hotel revenues.- To process all reservation enquiries timeously and efficiently.- To ensure that all quotes compiled are accurate and every attempt is made to secure the business.- Manage and follow up on all deposit payments in line with the FIT terms and conditions and ensure that payments are received on time and communicated to the accounts department and cashiers prior to the guest’s arrival.- To ensure immediate guest and customer satisfaction to the highest standards required, consistently focussing on excellent service delivery.- To manage and focus on guest/client turnaround time within required standards set by the department and to ensure same day turnaround is achieved.- Creates and maintains department SOP's and devise benchmark to be adhered to.- To adhere to all administrative requirements set by the department in the shift duties roster- Manage workload fairly, ensuring that our turnaround time is adhered to.- To be detail focussed in the performance of all tasks relating to the reservations process i.e. accurate bookings and guest confirmations-'Drawing up of Party Sheets with detailed information pertaining to each department - communicating these documents within the department’s standard weekly notifications to the Operations team.- Daily follow-up of Inquiry & Tentative status groups according to the timelines provided to the client in order to effectively manage inventory.- To log on to the chat line for the reservations department and assist accordingly with guest, agent and inter-departmental enquiries.- Coordinates departmental Induction programme to required standard. Show less

  • Duty Manager

    Nov 2022 - Jun 2023

  • Reservations Administrator

    Nov 2016 - Nov 2022

  • Reservations Consultant

    Jan 2016 - Nov 2016
• 

  Corinthia St George's Bay

  Sept 2023 - now

  • Guide Head of Departments in solving issues relating to each of their department• Take over interdepartmental duties• Represent the management in handling all areas of operation in the hotel • Ensure guests receive the highest standard of service and cooperation at all times• Ensure seamless coordination with and amongst departments to meet the guests’ needs and requests• Ensure guest experience throughout their stay is delivered according to departmental standard operating procedures and guests’ expectations• Ensure guest enquiries, requests and complaints are tackled promptly through a high level of personal service at all times • Inform the Front Office Manager or Senior Management of any guest complaints or operational challenges promptly• Be fully aware of all tariffs, facilities, and current activities within the hotel• Contact the guests prior and after their departure to make sure maximum satisfaction• Ensure actions and follow-up on all guest queries are being seen to efficiently and courteously• Assist with training and monitor performance through the established systems and acknowledge online reviews and guest questionnaires Show less

  • Group Operations Executive

    May 2024 - now

  • Guest Relations Manager

    Sept 2023 - Apr 2024