Mohamad Hiswan Mokthar
Lead Senior Relationship Manager at OYO Malaysia- Claim this Profile
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English Full professional proficiency
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Bio
Debbie Lee Jia Xin
Hiswan and I worked together for three years plus, and I was lucky to call him my coworker. He consistently gave 100 percent effort to the team and played a significant role in ensuring that we completed tasks on time. He had excellent relationships management skills and had a knack for keeping everyone calm and productive during intense crunch periods. I miss his smile in the office! Any team would be lucky to have Hiswan, and I couldn’t recommend him more for any business looking for new talent.
Raymond C.
Hiswan has exceptional working efficiency ensures timely completion of tasks, even under pressure. As a team player, he has collaborate seamlessly with colleagues, fostering a positive work environment. Hiswan exhibits remarkable resilience, consistently overcoming challenges with a solution-oriented mindset. His dedication and professionalism make him an invaluable asset to our organization. Someone who is pleasant to work with, Hiswan is well respected among his team and peers alike.
Debbie Lee Jia Xin
Hiswan and I worked together for three years plus, and I was lucky to call him my coworker. He consistently gave 100 percent effort to the team and played a significant role in ensuring that we completed tasks on time. He had excellent relationships management skills and had a knack for keeping everyone calm and productive during intense crunch periods. I miss his smile in the office! Any team would be lucky to have Hiswan, and I couldn’t recommend him more for any business looking for new talent.
Raymond C.
Hiswan has exceptional working efficiency ensures timely completion of tasks, even under pressure. As a team player, he has collaborate seamlessly with colleagues, fostering a positive work environment. Hiswan exhibits remarkable resilience, consistently overcoming challenges with a solution-oriented mindset. His dedication and professionalism make him an invaluable asset to our organization. Someone who is pleasant to work with, Hiswan is well respected among his team and peers alike.
Debbie Lee Jia Xin
Hiswan and I worked together for three years plus, and I was lucky to call him my coworker. He consistently gave 100 percent effort to the team and played a significant role in ensuring that we completed tasks on time. He had excellent relationships management skills and had a knack for keeping everyone calm and productive during intense crunch periods. I miss his smile in the office! Any team would be lucky to have Hiswan, and I couldn’t recommend him more for any business looking for new talent.
Raymond C.
Hiswan has exceptional working efficiency ensures timely completion of tasks, even under pressure. As a team player, he has collaborate seamlessly with colleagues, fostering a positive work environment. Hiswan exhibits remarkable resilience, consistently overcoming challenges with a solution-oriented mindset. His dedication and professionalism make him an invaluable asset to our organization. Someone who is pleasant to work with, Hiswan is well respected among his team and peers alike.
Debbie Lee Jia Xin
Hiswan and I worked together for three years plus, and I was lucky to call him my coworker. He consistently gave 100 percent effort to the team and played a significant role in ensuring that we completed tasks on time. He had excellent relationships management skills and had a knack for keeping everyone calm and productive during intense crunch periods. I miss his smile in the office! Any team would be lucky to have Hiswan, and I couldn’t recommend him more for any business looking for new talent.
Raymond C.
Hiswan has exceptional working efficiency ensures timely completion of tasks, even under pressure. As a team player, he has collaborate seamlessly with colleagues, fostering a positive work environment. Hiswan exhibits remarkable resilience, consistently overcoming challenges with a solution-oriented mindset. His dedication and professionalism make him an invaluable asset to our organization. Someone who is pleasant to work with, Hiswan is well respected among his team and peers alike.
Credentials
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Communicating with Emotional Intelligence
LinkedInOct, 2021- Nov, 2024
Experience
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OYO Malaysia
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Malaysia
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Technology, Information and Internet
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1 - 100 Employee
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Lead Senior Relationship Manager
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Sep 2022 - Present
• Lead Senior Relationship Manager Sabah & Sarawak• Manage directly a team of 7 Relationship Managers with 150+ and growing hotel patrons• Lead end-to-end client management and retention for Sabah & Sarawak.• Build and maintain strong relationships with clients, acting as their primary point of contact and serving as their advocate within the organization.• Resolve customer complaints and issues in a timely and satisfactory manner.• Collaborate with other departments to ensure a seamless client experience across all touchpoints in accordance with customer service standards.• Manage client retention campaigns, including upsell and cross-sell initiatives.• Handle client development in ensuring clients have a good understanding of our products and services, and proficiently utilize our tools and platforms.• Develop and implement strategies to reduce churn rates and improve customer satisfaction.• Monitor and optimize the performance of our clients in ensuring maximum value from our products and services is delivered.• Evaluate and analyze market insight and clients’ revenue to maximize growth and provide insight, including recommendations to the Revenue and Growth Department.• Manage the Quarterly Business Reviews (QBRs) and Annual Reviews to enrich relationship health.• Collaborate with other departments to implement cross-functional operations that align with the company’s goals and monitor the execution of customer onboarding.• Monitor accounts receivable to ensure aging is up to date, credits and collections are applied, uncollectible amounts are accounted for, and miscellaneous differences are cleared, including providing a report to the Finance Department.• Review and improve organizational processes, and work to improve quality, productivity, and efficiency.• Review customer satisfaction and other operational metric results regularly to identify trends in performance. Show less
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Relationship Manager
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Apr 2022 - Aug 2022
• Relationship Manager for Sarawak• Lead a team of 3 Relationship Managers with 50+ and growing hotels• Lead end-to-end client management and retention for Sarawak.• Build and maintain strong relationships with clients, acting as their primary point of contact and serving as their advocate within the organization.• Resolve customer complaints and issues in a timely and satisfactory manner.• Collaborate with other departments to ensure a seamless client experience across all touchpoints in accordance with customer service standards.• Manage client retention campaigns, including upsell and cross-sell initiatives.• Handle client development in ensuring clients have a good understanding of our products and services, and proficiently utilize our tools and platforms.• Develop and implement strategies to reduce churn rates and improve customer satisfaction.• Monitor and optimize the performance of our clients in ensuring maximum value from our products and services is delivered.• Evaluate and analyze market insight and clients’ revenue to maximize growth and provide insight, including recommendations to the Revenue and Growth Department.• Manage the Quarterly Business Reviews (QBRs) and Annual Reviews to enrich relationship health.• Collaborate with other departments to implement cross-functional operations that align with the company’s goals and monitor the execution of customer onboarding.• Monitor accounts receivable to ensure aging is up to date, credits and collections are applied, uncollectible amounts are accounted for, and miscellaneous differences are cleared, including providing a report to the Finance Department.• Review and improve organizational processes, and work to improve quality, productivity, and efficiency.• Review customer satisfaction and other operational metric results regularly to identify trends in performance. Show less
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Business Development Manager
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Jul 2021 - Mar 2022
- Identifying and finalizing new properties, and for maintaining relationship with allstakeholders to run these properties profitably.- Responsible for end-to-end business development of the assigned area; includesplanning and building short-term and long-term supply.- Cross-functional approach through coordination with multiple teams inter and intrageographies.- Proposes potential business deals by contacting potential partners, discovering andexploring opportunities.- A high degree of ownership and roll up your sleeves attitude.- Previous hospitality experience, or in growth-stage startup environments.- Target driven, self-motivated and have the ability to work independently in a fast-pacedmulti-tasking environment.- Oversee business development efforts for OYO in assigned areas/ clusters with a goalto on-board high-quality budget hotels onto OYO Networks.- Identify new hotels that meet OYO standards in terms of location, pricing, infrastructurequality, owner willingness and pitch OYO partnership proposal.- Strengthen relationship with existing patrons other relevant stakeholders.- Collaborate with other teams in OYO such as operations, marketing, pricing, customersupport, finance etc to ensure smooth functioning of hotels on day-to-day basis.- Account Recovery Show less
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Area Business Head cum Operation Head - Sarawak
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Sep 2020 - Jul 2021
- Lead team members to clearly understand the goals of company and develop clearvision of operational efficiency.- Train & develop the team towards building a team of a world-class hospitalityprofessionals.- Communicate with other department heads for the issues and the opportunities forcompany.- Leading the operational efficiency of the business in the hub and continuously exploringways to improve the processes.- Review and improve organizational processes, and work to improve quality, productivity,and efficiency.- Rigorous monitoring on performance of the operations and transformation teams inmanaging hotel go-live project.- Engaging, building consensus and manage relationships with stakeholders includingvendors, property owners, local and central cross functional teams to deliver the bestoperational excellence.- Develop, implement, and review operational policies and procedures.- Inculcate the company culture that encourages top performance and high morale to theteam.- Analyze daily sales trend in strategizing hotel dynamic pricing and promotion to boosthotel revenue.- Engaging and guiding team members in ensuring excellence performance according tocompany policies and strategies. Show less
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Operations Excellence Manager
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Dec 2018 - Aug 2020
- Rehabilitate internal and external issues to reach best solutions by ensuring rulescomplied and to care image of company and brand as well.- Ensure all OYO hotels are equipped with enough supply on branding production control.- Driving OYO initiatives to increase the overall Sold-Room-Night.- Evaluate business performance for corrective and improvement plan to ensureexcellence business performance and growth.- Ensure smooth and improve client hotel operations.- Taking ownership of guests and hotel owners’ issues and queries and followingproblems through to resolution.- Enhancing customer service experience, create engaged customers and facilitateorganic growth experience.- Build strong alliances and partnership with hotel owners.- Monitor the progress and compliance of hotel go-live project to ensure a seamless andeffective elevation of the properties to OYO standards in the least possible time manner.- Prepare and present monthly business reports Show less
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Merdeka Waterfront Hotel Sdn Bhd
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Kuching, Sarawak, Malaysia
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Duty Manager
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Aug 2018 - Nov 2018
- Provide friendly and courteous reception, mail and information, cashiering, guest relations, business centre service and Executive Lounge. - Increasing "brand ambassadors" among colleagues and business partners. - Constructively challenge the status quo and make suggestions accordingly. - Minimizing guest complaints, but should it occur, to take effective remedial action immediately. - Working closely with the Service Managers in charge of all sub departments of Front Office on exceeding guest expectations. - Manage VIP arrivals, departures, and ensure readiness on both dining and accommodations experience by coordinating all requests and requirements to the relevant department. - Overseeing the Front Desk Operation as one of the strongest presences in the Hotel by leading and motivating a team to deliver excellent customer service. - Ensure the training and development of the team and empowering them to drive the business at every opportunity to maximize revenues and ensure the best customer service is delivered consistently. - Ensure Hotel standards are always delivered and drive the Hotel towards the overall business goals. - Promote the Hotel’s facilities for both Food & Beverage and Accommodation. - Work closely with the management team to assess and improve processes and policies. - Address employee complaints or performance issues where required. - Schedule the Front Office department to ensure smooth operations. - Provide management with timely feedbacks and reports of daily occurrence, incidents and complaints. - Promote the desired work culture around - trust, honesty, respect, care, teamwork and great service. - Planning and conduct weekly room inspections. Show less
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The LimeTree Hotel Kuching
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Malaysia
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Hospitality
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1 - 100 Employee
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Duty Manager
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Apr 2018 - Aug 2018
Problem-solving for guest matters and escalation of guest feedback for both room andfunction guests to the relevant Head of Department. Supporting FOM in planning and training Front Office service staff including Front Desk,Reservations, Transportations, Concierge and Guest Services. Planning and conduct weekly room inspections Obtaining feedback from guests and conveying to management for consideration/approval to be presented during HOD meetings. Motivating and maintaining good staff relations and ensuring smooth communicationsbetween departments. Working closely with all managers to plan and verify staff availability, allocations andoverall duty roster. Greeting and attend VIP guests of the hotel or Owner’s associates where necessary. Managing Front Office activities in the absence of FOM and performing additional tasksas assigned by FOM for that duration. Show less
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Senior Guest Service Agent
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Jul 2014 - Mar 2018
- Managing Front Office activities in the absence of FOM.- Handling counter operation which includes check-in and check-out guests, ensuring allreservations registered into the system, night-auditing, supervising the team members.- Ensure orderliness and correctness of work for staff on duty for daily works, and toinvestigate discreetly and report to Hotel Manager for any discrepancies.- Ensure cleanliness of lobby and public areas, lights, and as well as all team membersare in proper and orderly appearance and behaviour.- Identifying and implementing strategy to increase occupancy and revenue for Roomsand Food & Beverages.- Collect outstanding payment collections from both agents and guests where necessary.- Resolve minor guest-related issues.- Support other departments where necessary Show less
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Guest Service Agent
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May 2012 - Jun 2014
Handling counter operation which includes check-in and check-out guests, and ensuringall room reservations registered into the system.- Keeping updated on all hotel products, services, pricing and promotional offer to ensuresmooth communications with guests.- Support other departments where necessary.- Perform night auditing duties which includes:o Ensure completion of night audit procedures with accuracy and attention todetails.o Checking and closing all outlets billing to ensure balance collections.o Prepare imbalance ledger for account departmento Ensure next day room reservations are correct and in order.o Prepare morning briefing report which comprise of sales, room blockingsrecord, and etc for all HODs. Show less
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Education
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2013 - 2017
Universiti Teknologi MARA
Public Administration -
2007 - 2009
Technical School of Sejingkat
Mechanical Engineering, SPM -
1999 - 2007
St Thomas' Secondary School
PMR
Community
