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Yyyyyy x. yyyyyy
- Hangzhou, Zhejiang 310018 ( +0000 xxxxxx xxxx , xxxx , xxxxx 00000 * abc@xyz.com
Guest Relations Manager/Supervisor (5-Star Hotel)
Qualifications Profile
Self-assured and results-driven Australian professional with more than 4 years providing high-performance marketing, customer service, and operations support in luxury hotels and a government tourism office in several countries.
- Strong dedication to process efficiencies in delivering high-impact customer service that builds professional relationships in growing a people-centric hospitality business.
- Detail-oriented, analytical and methodical with critical thinking to resolve professional relationship and work issues even under stress.
Well-organized with multitasking and prioritization skills that optimize resources to achieve outstanding results.
Strong people management and interpersonal communication skills that inspire customer confidence while forging teamwork synergies with colleagues across diverse ethnicities.
Key Expertise
Marketing & Sales (Trad. & Online)
Customer Service Management
Inventory Management
Service Quality Management
Process/Workflow Improvement
Inter-Office Coordination
Relationship Management (Guests, Stakeholders, & the Public)
Website Development and Maintenance
Productivity Tools: MS Office (Word, Excel, PowerPoint, Access, & Outlook),
Professional Experience
Howard Johnson, Tongfang Plaza Zhuji, China Guest Services Manager May 2015 Feb 2016
Oversaw all tasks performed by the Guest Services team, gathering guest feedback and providing the Front Office Manager with monthly assessments analyzing online reviews and guest feedback, and evaluating regular hotel scores on online booking to identify areas for improvement.
Ensured that Guest Services team complied with service quality standards and performance metrics, while maintaining guest profiles and history, handling VIP arrivals, and assisting room maintenance teams during peak seasons.
Addressed customer complaints and issues on time to restore confidence and patronage.
Wyndham Grand Plaza Royale Hangzhou, China Management Trainee: Guest Relations Jun 2014 Apr 2015
Provided administrative support, maintaining guest profiles and booking information, responding to guest enquiries with relevant information on local attractions and events, and communicating with the Front Office Manager on all matters involving guest service and hotel operations.
Completed all online training modules while assisting front office personnel and all departments at peak periods.
Collaborated with other departments and outside contacts to ensure excellent service delivery, ensuring VIPs and club guests receive special attention, inspecting all VIP rooms prior to their arrival, and welcoming VIP guests personally.
Addressed guest needs and resolved issues promptly and professionally in compliance with service quality standards.
Promoted inter-hotel sales and in-house facilities, checking billing instructions and monitoring guest credit.
Tupande NGO Tanga, Tanzania Volunteer Mar Jun 2014
Developed and assisted management in executing new and proven marketing strategies for both the local and international market, collaborating with other tourism companies to create specific packages for tourists
Maintained the company website, facilitated tourism lessons, and assisted in managing the caf .
RFP Design Hotels Berlin, Germany Trainee Sales & Marketing Jul 2012 Jul 2013
Assisted in organizing hotels in the Nexus (Design Hotels internal RFP tool) system in preparation for the RFP season, supporting hotels and global sales team with their RFP management, liaising between travel managers and the hotels with various travel trade marketing tasks, adding corporate RFPs in Nexus, and assisting in the process form invitation to renegotiation to final decision and rate availability.
Presented productions figures and historical data to enable the hotel and the global sales team decide which accounts/agencies to target (Consortia & Corporate)
Captured minutes in weekly RFP calls and prepared relevant action plans for the global sales team.
Education
Chinese Language Program, ZHEJIANG GONGSHANG UNIVERSITY Hangzhou, China (Mar 2016 Present)
Bachelor of Business in Hospitality Management, VICTORIA UNIVERSITY Melbourne, Australia (2013)
Advanced Diploma in Hotel Management, SOFITEL ACADEMY, Sofitel Hotel, Melbourne, Australia (2010)
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