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Assistant Front Office Manager
Kensington Hotel - Saipan, Northern Mariana IslandsRooms divisionFebruary 2018 - Now · 10 months
Guest Relation Manager
Imperial Springs International Su - Guangzhou, ChinaGuest RelationsApril 2017 - February 2018 · 11 months
Prepare sales-related documents throughout the sales process (e.g., proposals, contract orders) Promote awareness of brand image internally and externally. Gather materials and assemble • Ensuring that all guest arrival and departure procedures are completed as defined in the Guest Services SOP Manual. • Ensuring that all guest history files are well maintained by supervising maintenance of guest history records and carrying out regular spot-checks on the quality & usefulness of the information. • Overseeing the duty schedule to ensure that there is sufficient supervision and manning for all daily operations. • Ensuring that SOP’s and manuals are updated and available for all colleagues. Maintaining records of customer feedback and records of action taken to address any complaint, negative rating and/or comments. • Communicating new or amended procedures to relevant departments/colleagues; ensuring they have been understood. • Ensuring training plans are established according to the department’s need. • Attending the daily Rooms Division morning meeting and Operational and Department Head meetings whenever required.
acting front office team leader
w hotel - Malé, MaldivesGuest RelationsSeptember 2014 - November 2016 · 2 years and 3 months
Give a warm welcome to guests on arrival and escort guests to their rooms on arrival, explaining all the features and facilities. Issue the room key • Maintaining a sense of urgency with whatever task is required and being efficient in assisting guests throughout their stay with any requirements. • Answering guests’ questions and assist them with their needs, ensuring all requests are followed through and completed. Prepare sales-related documents throughout the sales process (e.g., proposals, contract orders) Promote awareness of brand image internally and externally. Gather materials and assemble information packages (e.g., brochures, promotional materials). 2 • Answering and direct all external incoming telephone calls following W’s telephone etiquette. • Answering all internally generated guest and delivery-related talent calls. Dispatching delivery, Risk management, Engineering, Style and others to the Whatever/Whenever Attendants and logging defects into Star Guest • Upselling room by category and increasing room revenue. • Taking In Retreat Dining orders from guests over the telephone. Entering orders into Micros. Communicating special instructions to the kitchen and expediters. Up-selling In Room Dining orders and communicates specials. • Handling guests’ complaints and taking immediate and professional action to resolve problems and concerns. • Communicating situations where guests are dissatisfied or experiencing a problem and offer the resolution to the Talent Coach on Duty. • Blocking the room according to room reservations, guest’s requests and VIP status. • Maintaining up-to-date knowledge of all resort activities so that guests will receive accurate and prompt information when requested. • Performing functions of a concierge, their duties and requests • Ensures that the Welcome desk is manned, operationally prepared and stocked at all times. • Undertaking any additional duties as requested by Talent Coach or Resort Management. • Stand by for guests’ Personal Whatever Whenever Agent (Butler) request.
International Hospitality Management
Université de Toulouse Mirail Toulouse France - Toulouse, FranceJune 2013 - July 2014
International Hospitality Management
Taylor's University - School of Hospitality, Tourism and Culinary Arts - Selangor, MalaysiaJuly 2011 - August 2014
ChineseNative or fluent100%
- Front Office
- Guest relation