Experience

Hostelworld Group

• Ireland
• Travel Arrangements
• 200 - 300 Employee

• Market Support Specialist

  • Jul 2023 - Present

• Market Support Executive

  • May 2023 - Jul 2023

  This position supports the business to identify a wide range of opportunities to increase our market share& revenue across our identified key cities. The primary function of this role is to build on our reputation for the delivery of the Best in class online hostel support. Alongside Service Excellence you and the team are responsible for ensuring that our property's content is of exceptional quality and that their rating is in keeping with our standards.Process driven to identify problem queries and implement new initiatives to reduce these queries. This role requires a collaborative approach and will work closely with all supporting teams across the property& marketing division and will report to the Market Support Team Lead in Asia. Show less



Aspire Lifestyles

• United States
• Travel Arrangements
• 700 & Above Employee

• Travel and Lifestyle ( Concierge ) Consultant

  • Feb 2023 - Apr 2023

  To understand the needs of American Express Platinum & Centurion Customers by phone or digital platform and provide them with hotel/restaurant booking, airport pick-up and drop-off, travel itinerary customization and other life services. To provide a good customer experience, providing information and service to customers in a clear, accurate and professional manner. Aspire Lifestyles is a Concierge industry pioneer with nearly 30 years of experience designing and managing high-performance Concierge programs for the world’s most prestigious brands and their high-value customers. Our global operations are powered by 25 integrated centers in 21 countries, enhanced digital platforms, CRM and knowledge management systems, and an unmatched degree of global lifestyle partnerships. Aspire Lifestyles continues to shape the future of Concierge engagement and relationship management strategies. Dining reservations and culinary experiences Creative gifting services Personal shopping and retail benefits Fitness and lifestyle services (spa, wellness, personal trainers) Home services (pet sitting, lawn care, contractors in area) Access to top restaurants and private chef experiences Carefully curated dining guides showcasing a selection of restaurants Travel packages: competitive air, hotel, and cruises Travel rewards and privileges Event and ticket access to international sporting events, fashion shows, entertainment, concerts, previews of seasonal/limited-edition luxury brand goods, and private viewings of art collectibles Show less



GEP Worldwide

• United States
• Business Consulting and Services
• 700 & Above Employee

• Senior Application Support Engineer

  • Sep 2022 - Feb 2023

  Senior Application Support Engineer (as L4 Operations & Support) is responsible for leading a team of application support personnel, maintain high application availability across portfolio and build strong relationship management with Business operations team. This role will report directly to the CST (Customer Support Team) Manager . >Manage planned and unplanned incidents / issues reported by monitoring teams or clients and take corrective actions. >Standardize and enhance operational processes and procedures. >Provide environment statistics on availability, volumetric, issue categories, root >causes, present a service improvement plan of action and track it to closure. >Maintain Environment Calendar by tracking all important domain level milestones and ensure these milestones are met with minimal service disruptions. >Ensure regular Environment maintenance is performed as required. e.g. Data Retention, Performance management, Disaster recovery tests etc. >Analyze environment infrastructure utilization and provide recommendations for cost effective capacity management. >Manage Application Access, Authorization and Audit Controls. Show less



Booking.com

• Netherlands
• Software Development
• 700 & Above Employee

• Customer Service Specialist — VIP Services Team

  • Aug 2015 - Jun 2022

  -Handle pre and post reservation inquiries by phone, e-mai. -Helped guest with confirmation, modification cancellation and all special requests for reservations; -Outbound calls to hotels/guests to arrangement special requests. -Liaison between guest and hotel to resolve complaints. -Manage relationships with hotels by providing high levels of customer service and account management support. Achievements: - Excellent customer service satisfaction (above 90%) and first contact resolution were achieved - Good cooperation with team members in project completion. Show less



Mandarin Oriental Hotel Group

• Hong Kong
• Hospitality
• 700 & Above Employee

• Room Division, Concierge GRO

  • Mar 2015 - Jul 2015



Shangri-La Group

• Hong Kong
• Hospitality
• 700 & Above Employee

• Front Office, Villa Host Service Leader

  • Jun 2013 - Feb 2015

  · Welcome guests on the jetty. · Be the first/main point of contact. - Responsible for personalizing the service for the Villas or Resident guest upon arrival till Departure. - To check the room is ready, F & B amenities and welcome letters are placed prior to guest arrival. - Responsible to give resorts show around of the resorts. - Responsible to make private check in and check out the villa for resident guest. - Actively recommend activities, experiences and excursions to the guest. - Responsible for personal services such as transportation arrangement, Ticket booking, laundry, Packing and unpacking the luggage, Etc. - Responsible for maintaining service standard in accordance with established policies and procedure. - Acquire knowledge of the food & beverage menu of all outlet in the resort in order to assist and provide advice to guests. - Responsible for ensuring that the guest receives the highest possible feel of service and to maintain overall satisfaction on a consistent basis. - Responsible for maintaining hygiene and cleanliness standards in the assigned Villas or Resident & upkeep of all service equipments. - To deliver messages, faxes and packages according to established standards. - To be aware of all F&B products on offer at the lounge and in all outlets. - To assist the guests with all queries. - Assist other Villa Host or departments are directed to by the superior. - Attends inter-departmental meetings and training sessions. - Performs flexibility if working long hours when required. - Shows initiative, suggests new services and anticipates guest needs and discuss with the Villa Host Manager. - Shares know ledges and skills with other colleagues. - To always communicate customer complaints and compliments to Villa Host Manager or Duty Manager. · Collect guest preferences in order to ‘tailor-made’ their stay. · Control and check billings. Show less



Shangri-La Group

• Hong Kong
• Hospitality
• 700 & Above Employee

• Concierge

  • Nov 2010 - Apr 2012



Marriott International

• United States
• Hospitality
• 700 & Above Employee

• Senior Bellman

  • Dec 2009 - Nov 2010



Four Seasons Hotels and Resorts

• Canada
• Hospitality
• 700 & Above Employee

• Service Associate (bell service)

  • Jul 2007 - Dec 2009