Huang Guan Zhen
Hong Kong Base Customer Services Officer
Tainan City
Summary
Experienced with providing outstanding service at front desk in hotel setting. Utilizes effective communication and problem-solving skills to enhance guest satisfaction and streamline check-in/check-out processes. Knowledge of hotel management software and reception protocols ensures seamless daily operations.
Friendly and approachable with positive attitude and excellent communication skills. Possesses strong organizational abilities and proficiency in handling administrative tasks, ensuring smooth and efficient operations. Committed to providing outstanding guest experiences and contributing to establishment's success.
Overview
4
4
years of professional experience
3
3
Languages
Work History
Hotel Front Desk Receptionist
Shangri-La Far Eastern, Tainan
12.2024 - Current
- Collected room deposits, fees, and payments.
- Enhanced guest satisfaction by promptly addressing inquiries and concerns at the front desk.
- Provided exceptional customer service, resulting in a high percentage of repeat guests and positive reviews.
- Resolved guest complaints diplomatically, maintaining both guest satisfaction and hotel reputation.
- Handled cash transactions accurately, ensuring proper accounting procedures were followed daily.
- Coordinated with housekeeping staff to ensure timely turnover of rooms for incoming guests while maintaining cleanliness standards.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Managed phone lines efficiently, directing calls appropriately while providing courteous assistance when necessary.
Hotel Front Desk Receptionist Leader
The Splendor Hotel, Taichung
03.2023 - 08.2024
- Collected room deposits, fees, and payments.
- Enhanced guest satisfaction by promptly addressing inquiries and concerns at the front desk.
- Provided exceptional customer service, resulting in a high percentage of repeat guests and positive reviews.
- Resolved guest complaints diplomatically, maintaining both guest satisfaction and hotel reputation.
- Handled cash transactions accurately, ensuring proper accounting procedures were followed daily.
- Coordinated with housekeeping staff to ensure timely turnover of rooms for incoming guests while maintaining cleanliness standards.
- Performed administrative tasks such as filing, data entry, and inventory management to support hotel operations.
- Utilized strong communication skills to effectively relay important information between staff members and management teams.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Maintained an organized front desk area that contributed to smooth operations and professional appearance.
- Managed phone lines efficiently, directing calls appropriately while providing courteous assistance when necessary.
- Trained new hires on front desk procedures, enhancing overall team efficiency and productivity levels.
- Assisted in increasing hotel occupancy rates through proficient handling of reservations and room assignments.
- Answered phone within 5 minutes throughout shift, closely following strict guidelines for customer service and satisfaction.
Hotel Housekeeping Clerk
The Place Tainan
04.2021 - 01.2023
- Supported management in achieving cost-saving goals by monitoring supply usage and suggesting alternative products where appropriate.
- Assisted in training new staff members, ensuring consistent quality of work across the team.
- Maintained inventory levels of cleaning supplies, minimizing waste and reducing costs.
- Contributed to hotel''s positive reputation through meticulous attention to detail in cleaning tasks.
- Performed deep-cleaning tasks during slower periods, prolonging the life of hotel furnishings and fixtures.
- Enhanced guest satisfaction by maintaining clean and well-organized rooms and common areas.
- Collaborated with front desk staff to address guest concerns promptly, resulting in a higher rate of repeat stays.
- Ensured all public spaces were immaculate and inviting at all times, contributing to a welcoming atmosphere for guests.
- Anticipated guest needs by replenishing amenities promptly, enhancing overall comfort during their stay.
Education
Bachelor's Degree - Leisure, Recreation And Tourism Management
Southern Taiwan University Science And Technology
Tainan City, Taiwan 04.2001 -
Skills
Guest relations
Reservation management
Microsoft office
Property management systems
Multilingual proficiency
Front office management
Teamwork and collaboration
Problem-solving skills
Computer skills
Customer service
Timeline
Hotel Front Desk Receptionist
Shangri-La Far Eastern, Tainan
12.2024 - Current
Hotel Front Desk Receptionist Leader
The Splendor Hotel, Taichung
03.2023 - 08.2024
Hotel Housekeeping Clerk
The Place Tainan
04.2021 - 01.2023
Bachelor's Degree - Leisure, Recreation And Tourism Management
Southern Taiwan University Science And Technology
04.2001 -
Similar Profiles
Joanne Ava Viera AbesamisJoanne Ava Viera Abesamis
Director, Revenue Optimization at Edsa Shangri-La & Makati Shangri-La, ManilaDirector, Revenue Optimization at Edsa Shangri-La & Makati Shangri-La, Manila
Jimmy KeeJimmy Kee
I.T. Manager at Shangri-La's Rasa Sayang Resort & Spa, Golden Sands Resort by Shangri-LaI.T. Manager at Shangri-La's Rasa Sayang Resort & Spa, Golden Sands Resort by Shangri-La
ROI DANIEL BERNABEROI DANIEL BERNABE
In-Room Dining Server at Makati Shangri-LaIn-Room Dining Server at Makati Shangri-La