Pui Lam LO
Sydney,NSW
Summary
Experienced in managing guest interactions with friendly and professional approach. Skilled at handling concerns swiftly while ensuring welcoming atmosphere. Strong communication skills with knack for anticipating guest needs and enhancing overall satisfaction. Detail-oriented and well-versed in data entry, customer relations, and recordkeeping. Familiar with accounts receivable and collections operations. Strong multitasking and problem-solving abilities.
Overview
9
9
years of professional experience
Work History
Guest Relations Officer
The Kimberley Hotel
07.2023 - 08.2024
- Greeted guests warmly during check-ins and check-outs.
- Managed guest inquiries via phone, email, and in person, delivering detailedinformation on hotel services and local attractions.
- Facilitated swift check-out processes, ensuring all charges are accurate and providing detailed explanations of invoices.
- Supported colleagues during peak times to maintain smooth operations at the front desk.
- Resolved guest complaints swiftly, employing problem-solving skills to maintain high levels of guest satisfaction.
- Implemented customer loyalty programmes.
- Take responsibility on membership upselling and room upselling.
- Updated guest records and reservation systems with accuracy, safeguarding personal information.
Part-time Front Desk Receptionist
The Kimberley Hotel
06.2022 - 07.2023
- Greeted guests warmly check-ins and check-outs.
- Maintained a tidy reception area, ensuring a welcoming environment for allguests.
- Managed telephone switchboard, fielded calls with professionalism, and transferred to appropriate departments.
- Issued room keys, explained hotel amenities, and provided guests with local area information.
- Processed payments for accommodations, services, and resolved billing discrepancies with tact.
- Updated guest records and reservation systems with accuracy, safeguarding personal information.
Part-time Sales Assistant
The Body Shop
05.2019 - 01.2022
- Conducted daily store opening and closing procedures, ensuring readiness for business operations.
- Monitored store security, identifying and addressing potential theft or safety concerns.
- Collaborated with team members to achieve sales targets and contribute to store success.
- Assisted customers in locating products and provided detailed information to enhance shopping experience.
- Offered personalised recommendations based on customer preferences and purchasing history.
- Ensured shelves remained filled.
- Ensured cleanliness and orderliness throughout the store.
Part-time Waitress
McDonald's
07.2015 - 01.2017
- Delivered meals and beverages promptly, ensuring orders were correct and met customer satisfaction.
- Delivered friendly and fast service to process high-volume food and drink orders at peak times.
- Adhered to food safety and hygiene standards, contributing to a clean and safe dining environment.
- Processed customer payments accurately, handling cash, credit card, and contactless transactions.
Education
Bachelor of Arts - Hospitality Management
The Hong Kong Polytechnic University
Hong Kong10-2023
Associate in Business - Hospitality Management
Hong Kong Community
The Hong Kong Polytechnic University06-2021
Hong Kong Diploma of Secondary Education -
TWGHs Lee Ching Dea Memorial College
Hong Kong07-2019
Skills
- Front desk operations
- Hotel software proficiency
- Guest satisfaction focus & Customer retention
- Exceptional communication
- Product information awareness
- Billing and invoicing
- Stress management
- Proficient in using Microsoft Office software
- Data entry proficiency
Languages
Chinese (Cantonese)
Native or Bilingual
Chinese (Mandarin)
Native or Bilingual
English
Professional Working
Timeline
Guest Relations Officer
The Kimberley Hotel
07.2023 - 08.2024
Part-time Front Desk Receptionist
The Kimberley Hotel
06.2022 - 07.2023
Part-time Sales Assistant
The Body Shop
05.2019 - 01.2022
Part-time Waitress
McDonald's
07.2015 - 01.2017
Bachelor of Arts - Hospitality Management
The Hong Kong Polytechnic University
Associate in Business - Hospitality Management
Hong Kong Community
Hong Kong Diploma of Secondary Education -
TWGHs Lee Ching Dea Memorial College
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