Experience

United Family Healthcare

• China
• Hospitals and Health Care
• 400 - 500 Employee

• Patient Access Manager

  • Apr 2018 - Present



JW Marriott

• Hospitality
• 700 & Above Employee

• Guest Service Manager

  • May 2015 - Dec 2017

  • Handle guest complain and hotel incident, to protect hotel resident and staff safety, Conduct thorough investigation for any guest complain and escalate issue to related department avoid service shortfall and reoccur, all guest complain detail are record on file ensure guest can be handle with good care whenever return. • Closely monitor and plan departmental KPI: -Membership enrollment: set up a stretch goal by monthly increasing by 10% of forecast, make enrollment plan and ensure reach daily goal by each shift associate. -Up selling: 8 months in a roll from January 2017 total upsell total revenue been increased by 20% and achieved 2.5 million upsell revenue. Set up and plan the monthly/daily upsell strategy and target those potential upsell guest. -Guest satisfaction survey: Achieved ranking No.9 for intend to recommend and check in ranking No.4 amount 33 JW Marriott property overall Asia pacific, • Departmental training, daily prepare 15minutes training for all associates which include hotel product knowledge, loyalty program and innovate idea for making operation more smooth and effective. • Plan and execute hotel selling strategy ensure hotel can achieve maximum profit and occupancy through practical selling strategy.. Show less



Jumeirah Hotels & Resorts

• United Arab Emirates
• Hospitality
• 700 & Above Employee

• • Nov 2012 - Jan 2015

  • To ensure smooth and efficient daily operation of the Guest Service Operation ensuring that all hotel guests and visitors receive an optimum level of service and care at all time.• Ensure correct protocol and treatment is prepared and given to our high profile VIP guest• Ensure that all guest arrival and departure procedures are completed as defined in the guest service SOP manual• Handle customer complaints and feedback according to Standers ensuring complaints are recorded when necessary• Room assignment according individual request, coordinate with guest relation team and Housekeeping team to make sure guest room in perfect condition and with amenity accordingly • Plan and block room for PPM communicate with house keeping and engineering• According to group resume assign room accordingly brief team member about the group rooming list and billing instruction.• Push up KPI room up-selling and enrollment guest as Hotel loyal customer update TSA report• Department Trainer•Cross Training at Sales Department•Cross Training at Housekeeping Department Show less

• • Nov 2012 - Jan 2015

  Front Office Supervisor In responsible for below:1. Departmental trainer , schedule training calendar , conduct training for new colleagues and enhance company procedure and stander to all the colleagues.2. Focus on KPI and GSI which Two important indicator for front office performance.3. Handle guest complain 4. Build rapport relationship with VIP guest or high profile guest5. Room assignment



Four Seasons Hotels and Resorts

• Canada
• Hospitality
• 700 & Above Employee

• Guest Relation Officer

  • Nov 2011 - Nov 2012

  • Performed bookkeeping activities, such as balancing accounts and conducting nightly audits. • Computed bills, collected payments and made change for guests. •Recorded guest comments or complaints, referring customers to managers as necessary. • Greeted, registered and assigned rooms to guests of hotels .Issued room keys and escort instructions to bellhops. • Update property suspended profile through OCIS system • Performed bookkeeping activities, such as balancing accounts and conducting nightly audits. • Computed bills, collected payments and made change for guests. •Recorded guest comments or complaints, referring customers to managers as necessary. • Greeted, registered and assigned rooms to guests of hotels .Issued room keys and escort instructions to bellhops. • Update property suspended profile through OCIS system



Fairmont Hotels & Resorts

• United Arab Emirates
• Hospitality
• 700 & Above Employee

• Front Office Agent

  • Jul 2010 - Nov 2011

  • Made and confirmed reservations. Kept records of room availability and guests' accounts, manually or using Computers. • Verified customers' credit and established how the customer would pay for the accommodation. • Posted charges for rooms, food, liquor, or telephone calls, to ledgers manually or by using computers. • Pre- group arrival according ETA prepare all the key for group, make group smooth check in and registration. • Have a highest score (90) on LQA, receive positive feedback from resident • Achieve high amount in up sell program. Top up seller of the month • One who enroll most of guest become member of hotel loyalty program Show less