Experience

Insta360

• China
• Computers and Electronics Manufacturing
• 100 - 200 Employee

• Global PR Specialist

  • Apr 2021 - Present



Four Seasons Hotels and Resorts

• 摩洛哥

• Guest Relations Assistant Manager

  • Mar 2019 - Present

  - Developing and optimizing loyalty program, CRS database - Directing, implementing and evaluating the quality of products and services - Analyzing customer feedback and providing strategic direction to continuously improve overall rating - Training, supervising and supporting FO staff, including receptionists, guest relations, and guest service - Ensuring and providing flawless, upscale, professional and high class guest service experiences - Responding to guests needs and anticipating their unstated ones - Monitoring daily bookings and ensuring assigned rooms are prepared prior to check-in - 团队管理：全面负责22人团队的日常管理及工作分配，编制部门年度工作计划/预算、制定岗位职责/工作规范/绩效考核标准等管理依据，通过业务培训提升团队整体业务能力和部门绩效。 - 客户拓展：通过拜访、展会等形式开发行业客户，维护亚太市场重点客户，在日常服务中洞察客户需求，挖掘新的合作商机，在职期间从0-1开拓摩洛哥分公司亚太细分市场，与36家亚太知名企业成功签约。 - 客户接待：做好重点客户（各国政要、企业高管、社会名录等）的住宿、用餐、会议等接待工作，针对客诉情况做出妥善处理，在职期间超过99%的投诉客人对处理结果表示满意，并有超过80%转换为品牌忠诚客户。 - 品牌推广：设计宾客体验campaign，通过与KOL合作、社交媒体宣传等方式有效提升品牌形象及入住率。 - 数据分析：管理中央数据库及会员数据库，通过收集分析客户反馈数据掌握客户消费习惯，优化宾客体验，为会员项目提供战略支撑，实现客户体验满意度提升30%、会员用户人数增长65%的佳绩。 - 市场调研：通过调研竞争对手会员CRM完善酒店会员项目，精准设计服务内容，利用项目带动销售，实现会员综合人均消费（包括住宿、餐饮、康体娱乐等）提高达23%。 - 项目协调：疫情期间积极安抚、帮助滞留在摩洛哥的中国旅客，与大使馆、政府部门、航空公司、机场及时协调，成功协助50余名住客顺利回国。



The Peninsula Hotels

• Hong Kong
• Hospitality
• 700 & Above Employee

• Rooms Division Management Trainee

  • Jul 2017 - Dec 2017

  Multiple roles throughout the hotel including front desk, concierge, guest services and housekeeping. - Provided a luxury guest experience, following all Peninsula standards - Offered operational supervision and support of the Housekeeping and FO departments. Multiple roles throughout the hotel including front desk, concierge, guest services and housekeeping. - Provided a luxury guest experience, following all Peninsula standards - Offered operational supervision and support of the Housekeeping and FO departments.



Mandarin Oriental Hotel Group

• Hong Kong
• Hospitality
• 700 & Above Employee

• Sales and Marketing Intern

  • Jun 2016 - Dec 2016

  Sales & Marketing Intern at the Landmark Mandarin Oriental - 媒体对接：对接维护海内外媒体、网络媒体、KOL等媒介合作资源，建立酒店与媒体矩阵的沟通机制，落地执行酒店对外形象宣传、推广工作，通过资源置换等形式在降低市场预算的基础上拉近媒体合作关系。 - 品牌宣传：协助公共关系总监处理多类型项目，参与campaign设计，回复社交媒体上的客人评论，翻译新闻通稿及社交媒体帖子，结合社会热点、时令节日等因素进行选题策划并完成稿件撰写。 - 活动策划：参与品牌活动的策划和执行，统筹规划活动定位、传播布局，对接嘉宾及VIP客户，通过跨界营销等形式提升品牌曝光度，代表性项目包括: 米其林名厨联动、新闻发布会、音乐会、保时捷跨界联名等。 - Assisted Director of PR and Communications with various projects - Drafted and translated Press Releases and Social Media posts - Handled Overseas Media visits & Event Planning Logistics - General Administrative tasks