Fariza MIT
Senior Guest Relations Manager
Phnom Penh
Summary
Dynamic and adaptable hospitality leader with a proven track record in retail and hotel management, excelling in cultivating a service-first culture. Expertise in hiring and training high-performing teams inspires brand ambassadors dedicated to exceptional guest experiences. Recognized for navigating high-pressure situations with calmness and sound judgment while effectively resolving conflicts. Extensive experience in strategic initiatives, crisis management, and team development consistently drives customer engagement and fosters long-term business growth through optimized processes and personalized guest interactions.
Overview
11
11
years of professional experience
16
16
Certificates
Work History
Guest Relations Manager
Hyatt Regency
01.2025 - 08.2025
- Drove new revenue streams by developing and presenting professional proposals to high-profile clients like KPMG and Khmer Beverages and successfully upselling hotel outlets for a range of corporate events.
- Managed a high-value VIP program that provided personalized service to cultivate loyalty and secure repeat business from top-tier guests.
- Championed brand growth by consistently training and motivating staff on key topics—from professional communication, grooming, and service sequencing to enrolling guests in the World of Hyatt membership program.
- Acted as a central point of contact, collaborating closely with all departments to fulfill complex guest requests, from room bookings and special setups to lost and found inquiries.
- Provided versatile operational support to multiple outlets and acted as a restaurant manager as needed, demonstrating a broad understanding of all hospitality functions.
Restaurant Manager & Show Host (The Attic Le Petit Chef)
Hyatt Regency
06.2024 - 12.2024
- Directed all aspects of the live dining show, including training staff on performance cues, character actions, and procedures to ensure a seamless and entertaining experience.
- Drove revenue growth through expert upselling of food and beverage pairings and the successful sale of exclusive VIP cards.
- Hosted and performed as a key character, personally engaging guests to create a memorable and interactive experience for special occasions.
- Cultivated a family-focused guest experience centered on the show's theme of 'love in 4 seasons,' ensuring every detail fostered an emotional connection.
- Provided additional operational support to multiple venues, demonstrating versatility in managing diverse restaurant formats and brand standards.
Restaurant Manager (FiveFive Rooftop Restaurant and Bar)
Hyatt Regency
04.2023 - 05.2024
- Managed daily restaurant operations to ensure high levels of customer satisfaction and efficient service.
- Trained and supervised staff to enhance customer service skills and improve team performance in a fast-paced environment.
- Developed and maintained customer relationships to promote repeat business and positive guest experiences.
- Coordinated with kitchen and service staff to optimize order accuracy and delivery time, boosting overall guest satisfaction.
- Implemented effective scheduling and resource management strategies to ensure seamless guest service during peak hours and special events.
Store Manager (2-Store Lead)
Brown Coffee and Bakery
04.2022 - 03.2023
- Coached sales associates in product specifications and sales incentives by 95 to 105% for both store rankings and selling techniques, significantly increasing customer satisfaction ratings by reducing the number of customer complaints.
- Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget and follow company budget by sale revenue.
- Uphold and communicated store programs and standards to employees for optimal quality, freshness, safety, and cleanliness.
- To recruit and promote team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
Store Manager (During crisis Covid-19)
Brown Coffee and Bakery
07.2019 - 03.2022
- To focus on ensuring that the store remains consistently open to customers during a crisis, the company, the ministry of health, and the WHO follow all preventive Covid guidelines.
- Concentrate on energy conservation to double cost savings.
- Payroll outsourcing, running costs, and store expenses.
- Maintain sales better than other company branches by regularly encouraging employees and customers to feel safe coming to our location and purchasing our high-quality products every day.
- Create a friendly atmosphere where everyone feels valued and can participate in activities that promote growth and are consistent with the company's ethical standards.
Store Manager
Brown Coffee and Bakery
06.2018 - 06.2019
- Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.
- A change in the culture through the implementation of a new standard headcount based on company formulas and new customer service and flexibility designs.
- To address customer complaints by educating ownership to the employee and conducting routine follow-up by visiting customers.
Assistant Store Manager
Brown Coffee and Bakery
11.2017 - 05.2018
- Supervised and evaluated staff to help improve skills, achieve daily objectives and attain advancement.
- Met or surpassed business targets regularly through employee engagement and forward-thinking planning.
- Reviewed sales and gross profit report to assess company efficiency.
- Directed promotion and brand loyalty efforts to build direct relationships with customers.
Barista Coach (Supervisor)
Brown Coffee and Bakery
01.2016 - 10.2017
- Received and processed stock into inventory management system.
- Developed and maintained courteous and effective working relationships.
- Run daily operation by own shift with effectively, recognize by customers satisfaction.
- Training and Coaching subordinator over 5 to 10 people.
- Plan effective daily briefing, weekly and monthly meeting.
Senior Barista
Brown Coffee and Bakery
09.2015 - 12.2015
- Maintained energy and enthusiasm in fast-paced environment.
- Participated in team-building activities to enhance working relationships.
- Monitored company inventory to keep stock levels and databases updated.
- Worked flexible hours across night, weekend and holiday shifts.
- Identified issues, analyzed information and provided solutions.
Barista
Brown Coffee and Bakery
04.2014 - 08.2015
- Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
- Repaired minor issues and maintained espresso equipment and coffee machines for smooth functioning.
- Prepared eye-catching, creative latte art to please customers.
- Constantly expanded personal knowledge of coffee styles and varieties.
- Promoted additional items with beverages, increasing store sales.
Education
High School Diploma - General English Program
09.2025
Gained foundational knowledge in effective communication and customer service techniques relevant to the hospitality industry.
Bachelor of Science - Tourism and Hospitality Management
11.2018
Developed comprehensive knowledge of tourism industry trends, market analysis, and hospitality management best practices.
Skills
Cultural Adaptation& Cross-Cultural Communication: Good
Timeline
Guest Relations Manager - Hyatt Regency
01.2025 - 08.2025
Restaurant Manager & Show Host (The Attic Le Petit Chef) - Hyatt Regency
06.2024 - 12.2024
Restaurant Manager (FiveFive Rooftop Restaurant and Bar) - Hyatt Regency
04.2023 - 05.2024
Store Manager (2-Store Lead) - Brown Coffee and Bakery
04.2022 - 03.2023
Store Manager (During crisis Covid-19) - Brown Coffee and Bakery
07.2019 - 03.2022
Store Manager - Brown Coffee and Bakery
06.2018 - 06.2019
Assistant Store Manager - Brown Coffee and Bakery
11.2017 - 05.2018
Barista Coach (Supervisor) - Brown Coffee and Bakery
01.2016 - 10.2017
Senior Barista - Brown Coffee and Bakery
09.2015 - 12.2015
Barista - Brown Coffee and Bakery
04.2014 - 08.2015
The ACE General English Program - High School Diploma, General English Program
National University of Management - Bachelor of Science, Tourism and Hospitality Management
Certification
Jul 2025 Professional Development & Certifications Completed over 27 months of intensive, self-paced professional development through Hyatt's learning programs, with a focus on leadership, hospitality, and business operations.
Accomplishments
- HYCARE of the Quarter: Recognized for making a significant difference in guest service and operations in Q4 2024.
- Top 1 Enroller - World of Hyatt: Honored for leading the team in new member enrollments, demonstrating expertise in championing loyalty programs, and driving brand growth.
- Certificate of Appreciation: Awarded for providing crucial support and assistance to the successful operation of the 'Le Petit Chef' dining experience in The Attic Restaurant.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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References
- Mr. Sandeep, Jinarajan, Director Food and Beverage, Hyatt Corporation, Phnom Penh, Cambodia Tel: 097 230 1234
- Mr. Seab Samnang, Area Manager, Brown Coffee Co, LTD Phnom Penh, Cambodia Tel: 010 299 874 / 061 217 368
- Ms Lin Daneth, Chief Butler, Rosewood Phnom Penh Tel: 023 936 888 / 010 907 979
- Mr Gregory Whitaker, Anglican Church of Cambodia, Church of Christ our peace Tel: 017 619 472
Extracurricular activities
Jan 2018 - Dec 2019 Community & Guest Relations Church of Christ our Peace International, Phnom Penh Served as a designated guest greeter and fundraiser, successfully collecting funds for the church before the end of the year. Demonstrated exceptional guest relations by supporting the church's annual fundraising efforts, acting as a liaison between the hotel and the community. Concise Option by Supported a community fundraiser by greeting guests and collecting donations for a local church.
References
- Mr. Sandeep, Jinarajan, Director Food and Beverage, Hyatt Corporation, Phnom Penh, Cambodia Tel: 097 230 1234
- Mr. Seab Samnang, Area Manager, Brown Coffee Co, LTD Phnom Penh, Cambodia Tel: 010 299 874 / 061 217 368
- Ms Lin Daneth, Chief Butler, Rosewood Phnom Penh Tel: 023 936 888 / 010 907 979
- Mr Gregory Whitaker, Anglican Church of Cambodia, Church of Christ our peace Tel: 017 619 472