Nicole Lau
Australia
Summary
Experienced in managing guest relations and creating memorable experiences. Skilled at resolving issues promptly and ensuring high guest satisfaction. Consistently fosters positive relationships with guests and team members.
Overview
7
7
years of professional experience
Work History
Meat Processing Worker
JBS
Scone, NSW
06.2025 - 09.2025
- Collaborated with team members to optimize workflow processes, improving overall productivity in meat processing operations.
- Cut meat products with slicing equipment according to size specifications.
Guest Relations Supervisor
AKI HONG KONG MGALLERY
08.2024 - 03.2025
- Delivered exceptional check-in and check-out services to ensure a seamless guest experience
- Led the Guest Relations team to elevate customer satisfaction scores through effective training and support
- Provide memorable moment to the guests and VIPs
Senior Guest Relations Officer
AKI HONG KONG MGALLERY
08.2023 - 08.2024
- Managed VIP guest relations, ensuring exceptional service levels were met at all times.
- Provide check in and out procedure and responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
Guest Relations Officer
AKI HONG KONG MGALLERY
08.2022 - 08.2023
- Managed VIP guest relations, ensuring exceptional service levels were met at all times.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
Full time startup executive
PRO360 HK LIMITED
10.2021 - 07.2022
- Handled administrative and paperwork
- Marketing and advertising (e.g
- Create IG/FB posts, find KOLs)
- Answered enquiries from platform customers
Full time customer service executive
Unicorn Consultant
Hong Kong
03.2021 - 07.2021
- Managed large amount of incoming calls
- Resolved IT product or service problems by clarifying the customer's complaints
Full time flight attendant
HONG KONG AIRLINES
06.2018 - 12.2020
- Provided superior services to worldwide passengers
- Cared for the needs from passengers during the flight
Education
Bachelor of Science (Honors) - Hotel Management
HONG KONG POLYTECHNIC UNIVERSITY
2020
Associate Degree - Hospitality Management
HONG KONG COMMUNITY COLLEGE
2018
Skills
- Clear communication
- Patience under pressure
- Empathy and understanding
- Customer care representative management
Personal Information
- Date of Birth: 01/04/1996
About Me
Hospitality Management, Experience in providing customer services to foreign visitors.
Languages
Cantonese
Native or Bilingual
Mandarin
Native or Bilingual
English
Professional Working
Timeline
Meat Processing Worker
JBS
06.2025 - 09.2025
Guest Relations Supervisor
AKI HONG KONG MGALLERY
08.2024 - 03.2025
Senior Guest Relations Officer
AKI HONG KONG MGALLERY
08.2023 - 08.2024
Guest Relations Officer
AKI HONG KONG MGALLERY
08.2022 - 08.2023
Full time startup executive
PRO360 HK LIMITED
10.2021 - 07.2022
Full time customer service executive
Unicorn Consultant
03.2021 - 07.2021
Full time flight attendant
HONG KONG AIRLINES
06.2018 - 12.2020
Bachelor of Science (Honors) - Hotel Management
HONG KONG POLYTECHNIC UNIVERSITY
Associate Degree - Hospitality Management
HONG KONG COMMUNITY COLLEGE