Carmen Cheung
Hong Kong
Summary
Accomplished Concierge Supervisor with extensive experience in guest relations and engagement, exceptional communication, and front office operations. Proven track record in enhancing guest experiences and streamlining operations at prestigious establishments such as The Langham Hotel and Swire Properties. Adept at managing teams, fostering positive work environments, and resolving client issues promptly to ensure high satisfaction. Skilled in vendor negotiation, task delegation, and adherence to security procedures. Career goal: to leverage expertise in hospitality management to drive operational excellence and elevate customer service standards.
Overview
4
4
Languages
20
20
years of professional experience
Work History
CONCIERGE SUPERVISOR
The Langham Hotel
Tsimshatsui
11.2024 - 12.2025
- Streamlined front desk operations for increased efficiency and improved guest experiences.
- Managed guest inquiries and resolved issues promptly and efficiently via phone and in person.
- Provided friendly and professional support to guests, ensuring a welcoming atmosphere.
- Coordinated with front desk team and other departments to ensure smooth operation processes.
- Encouraged teamwork and open communication among employees, fostering a positive and productive work environment.
GUEST SERVICE AMBASSADOR
Swire Properties
Hong Kong
05.2024 - 10.2024
- Cultivated positive relationships with tenants to enhance community engagement.
- Addressed enquiries and resolved complaints from tenants and visitors to ensure satisfaction.
SENIOR LIFESTYLE MANAGER
Ten Lifestyle Management (Asia) Ltd
Hong Kong
05.2022 - 10.2023
- Monitored KPIs and provided weekly reports to upper management, ensuring informed decision-making.
- Monitored phone calls for compliance with KPIs and facility policies, supporting operational integrity.
- Collaborated with clients to overcome obstacles and develop resilience in the face of challenges.
- Monitored clients' progress through regular follow-ups, providing feedback and adjusting strategies as necessary.
- Established a supportive and trusting environment, encouraging open communication and self-discovery.
ASSISTANT OFFICER
Quality HealthCare Medical Centre Ltd
Hong Kong
07.2021 - 05.2022
- Handled client appointments and enquiries for health care services at call centre, ensuring effective service delivery.
- Coordinated and managed daily administrative tasks to support operational efficiency.
- Responded to internal and external enquiries via phone and email, maintaining clear communication and timely resolution.
CUSTOMER SERVICE EXECUTIVE
China Ping An Insurance (HK) Co Ltd
Hong Kong
03.2021 - 05.2021
- Provided client support through personal phone line to enhance direct selling efforts.
- Maintained excellent customer satisfaction by offering friendly, helpful and informative customer service.
- Maintained excellent customer satisfaction by delivering high-quality customer service and dealing with all matters appropriately.
- Followed-up on customer interactions to provide further support.
SENIOR LIFESTYLES CONCIERGE
John Paul Hong Kong
Hong Kong
10.2018 - 12.2020
- Facilitated high-quality services for VIP clients, ensuring exceptional experiences with lifestyle requests and fostering unique customer engagement.
- Coordinated concierge services for dining, entertainment, and travel bookings based on requests received via calls, emails, and live chats.
- Achieved excellent client satisfaction by delivering exceptional and attentive service.
- Handled guest requests and queries with utmost professionalism, resolving issues promptly to maintain positive guest experiences.
- Handled reception phone calls to answer questions, resolve complaints and redirect calls.
RELATIONSHIP MANAGER
World First Asia Ltd
Hong Kong
06.2016 - 10.2018
- Operated e-commerce platform, coordinating client meetings in HK and China for top-tier clients in currency management.
- Resolved client issues promptly, resulting in high satisfaction and fostering long-term loyalty.
- Built and maintained strong client relationships through regular communication and site visits in China.
TEAM REPRESENTATIVE
Hong Kong INTL Theme Parks LTD
Hong Kong
08.2005 - 06.2016
- Monitored team members, coordinating training for Disneyland Tour Services and Youth Education programs to enhance service delivery.
- Facilitated event coordination, collaborating with internal teams to ensure seamless operations and positive guest experiences.
- Collaborated with team members to achieve target results.
- Managed complaints with calm, clear communication and problem-solving.
- Maintained clean, safe working environments to eliminate accident risks.
Education
SECURITY PERSONNEL PERMIT -
Hong Kong, Hong Kong08-2026
CERTIFICATE -
Kansai College of Business and Languages
Osaka, Japan01-2004
HKAL -
Maria College
Hong Kong, Hong Kong01-2002
HKCEE -
Times College
Hong Kong01-2000
Skills
- Front office operations
- Guest relations and engagement
- Vendor negotiation
- Team coordination
- Multitasking
- Exceptional communication
- Security procedures adherence
Languages
Chinese (Cantonese)
Proficient
C2
Japanese
Intermediate
B1
Chinese (Mandarin)
Proficient
C2
English
Advanced
C1
Custom
Security Personnel Permit, 2024-04-01, Present, Hong Kong, Hong Kong
Timeline
CONCIERGE SUPERVISOR
The Langham Hotel
11.2024 - 12.2025
GUEST SERVICE AMBASSADOR
Swire Properties
05.2024 - 10.2024
SENIOR LIFESTYLE MANAGER
Ten Lifestyle Management (Asia) Ltd
05.2022 - 10.2023
ASSISTANT OFFICER
Quality HealthCare Medical Centre Ltd
07.2021 - 05.2022
CUSTOMER SERVICE EXECUTIVE
China Ping An Insurance (HK) Co Ltd
03.2021 - 05.2021
SENIOR LIFESTYLES CONCIERGE
John Paul Hong Kong
10.2018 - 12.2020
RELATIONSHIP MANAGER
World First Asia Ltd
06.2016 - 10.2018
TEAM REPRESENTATIVE
Hong Kong INTL Theme Parks LTD
08.2005 - 06.2016
SECURITY PERSONNEL PERMIT -
CERTIFICATE -
Kansai College of Business and Languages
HKAL -
Maria College
HKCEE -
Times College