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I have experience and theoretical capabilities to adapt and develop within the tourism industry. I have been influenced by Asian and European management techniques in order to have a more expansive judgement according to work ethics. I speak Cantonese , Mandarin and English which I think are essential as the Asian market is rapidly growing and according to the UNWTO Chinese tourists are the ones who are currently spending the most. I have good analytical skills and I am able to stay professional calm whilst being assertive. I will adapt to your organisation become a symbol of leadership to your company values and objectives. Please take a look at my profile if you are interested in integrating myself in your operations. Thank You for reading
Grosvenor House Suites by Jumeirah Living - London, United KingdomFront Office receptionSeptember 2017 - Now
Main duties were to express high levels of personalised customer service and processing check in’s and outs and handling complaints. Colleague of Exceptional Value for Feb 18, No 1 for Sirius enrolments Jan 18 and Q1 2018 No 1 for Sirius enrolments. Sirius Champion for front office setting targets and helping hit goals. 4 Colleague of Exceptional Value Nominations.
Les Roches Marbella - Marbella, SpainSales & MarketingAugust 2016 - Now
My role as student ambassador in Marbella is to represent the school during open days, be part of the promotional videos and act as a leading example for students in the school. Since leaving the school my role is to promote the “Les Roches Way of Life”
Les Roches Marbella International School of Hotel Management - EuropeOtherSeptember 2016 - Now
Les Roches Jin Jiang International Hotel Management College - Shanghai, ChinaSales & MarketingJanuary 2016 - July 2016
Head of Class Delegates
Urban Sleep - Liverpool, United KingdomFront Office receptionJune 2015 - August 2016
Duties Allocating Rooms for new students Arranging and maintained viewings for potential customers Successfully maintained post for internal and external Receptionist Duties , Answering calls and translations from Chinese to English Vice Versa Room inspector Dealing with guest inquiries and complaints about the facilities.
Guest Service Associate
The InterContinental London Park Lane Hotel - London, United KingdomFront Office receptionNovember 2014 - April 2015
Switchboard Operations - Handling and communicating guest requests and complaints - BDRC 100% - Trained on nights Projects - Efficient tracking of complaints - Created Excel spreadsheet to effectively track complaints and tracking the most frequent problems occurring monthly. - Created a problem tracker spreadsheet for DOR to help track heartbeat problems and outline the most frequent occurring problems in the month. - Created a KPO (Key Performance Objectives), Spread sheet to calculate the KPO targets of Room Sold, Upsell Revenue , Ambassador Sign ups , IHG Reward sign ups targets for 2015. - Created multiple Rota spreadsheets with a integrated holiday tracker for Rooms Division to make Rota and Holiday easily viewed and easily accessible.
Guest Services Manager
Crowne Plaza® Hotels & Resorts - Guangzhou, ChinaRooms divisionApril 2014 - September 2014
As a Guest Service Manager , I was responsible for up keeping guest satisfaction and service for a wide range of VIP and Non VIP guests. Key Achievements: 1. Improving overall of guest satisfaction and service by about 70% while on duty. 2. Improved problem resolution by 60%. 3. Maintaining VIP Guest Overall Satisfaction to an average of 8.5/10 , at times when occupancy is at 95%. 4. Maintaining VIP Guest Service Satisfaction to an average of 8.2/10 , at times when occupancy is at 95%.
Crowne Plaza® Hotels & Resorts - Guangzhou, ChinaF&B serviceFebruary 2014 - September 2014
Internal cross training internship placement to assist smoothly the operations of the hotel. Helping to strengthen and broaden hospitality knowledge by using the experience from this internship. Front Office Roles: Guest relations officer, Assistant Manager. Always smiling and handling guests comments and interaction in conversation with long stay VIP guests. As well as inspecting rooms , 'pre arrival of VIP guests. Helping maintaining general cleanliness of the hotel. As well as escorting new guests to their room. F&B Roles： Morning waiter at the western buffet restaurant. Duties were to provide a personal service to the English speaking guests whom requested omelettes as well as engaging with guests, fishing for comments and construtive criticism. The Hub and Mad Scientist Bar Supervisor: As the supervisor of the 2 bar outlets, my roles were to over watch the service etiquette of the waiters and to interprete the english speakers orders to the chinese waiters. Executive Floor Manager: Helping to ma
English Language Teacher
他喜她喜幼儿园 - Shanghai, ChinaCommunicationAugust 2012 - December 2013
Overall duties were to teach English to 3-6 Year old ESL(English as 2nd Language) Chinese Pupils. Key Achievements 1. Increased Children productivity level by 60% 2. Developed for 20/25 Children better confidence when speaking English. 3. Improved Pre-School Literacy for 16/25 Children Level by 70% 4.Improved Oral Speaking for 23/25 Children English by 80%
Biffa - Liverpool, United KingdomEventsJune 2008 - August 2008
Overall duties were to keep the Royal Birkdale golfing grounds(including fairways and stands) free of litter and rubbish. Key Achievements 1. Learn how to collectively work in a team and improve efficiency in cleaning one area by 40% 2. Improving communications between team members by 20%
Mrs Lams Delicious Food Co Ltd - Liverpool, United KingdomAdministration & GeneralJanuary 2004 - August 2007
My Job was to Seal Boxes so that food products can be placed into them securely for shipping
Les Roches International School of Hotel Management [ EURHODIP - International Association supporting Hospitality and Tourism Education and Training ] - Sierre, SwitzerlandAugust 2016 - August 2017
Specialize in SME Vice Captain House Blue (Aug 16) BBA6 -C ( delegate ) Student Teacher (AUG 16)
Les Roches Jin Jiang International Hotel Management College - Shanghai, ChinaSeptember 2013 - July 2016
EnglishNative or fluent100%
- crisis handling
- Effective teamwork
- Patient and calm
- Work efficiently