Fanny Kwan
Tin Wan,Aberdeen
Summary
I have been working as Member Service Team both front line and support team for over 25 years at hotel loyalty programme operation headquarter, mainly handling member servicing on telephone calls and e-mails before, and transforming to back office support team to two member service centres. I enjoyed my work because our organization and superiors keep providing us self development opportunity.
Overview
37
37
years of professional experience
2
2
years of post-secondary education
1
1
Language
Work History
Shop Assistant
Bestmart 360 Retail Shop
06.2021 - 06.2022
- Addressed customer issues immediately to guarantee swift resolution.
- Supported production needs by performing routine tasks using standard procedures and equipment.
- Checked incoming orders and organized new stock.
- Increased shop productivity by improving team processes and streamlining tasks.
Sales Assistant
Campbell Shop Bedding
11.2020 - 05.2021
- Assisted customers with prompt and polite support in-person and via telephone.
- Referred customers to various services by evaluating needs and providing recommendations.
- Helped customers locate products and checked store system for merchandise at other sites.
- Handle customer enquiry.
Supervisor
Shangri-La Hotels and Resort
05.2004 - 07.2020
- Training new colleagues
- Membership upgrades, annual requalification, member award points adjustments
- Membership programe developments
- Support hotel operations on membership programme
- Achievements:
- Training new staff
- Loyalty programme hotel operation development and enhancement
- Engagement with hotel on loyalty member services
Member Service Agent
Member Service Centre
01.2002 - 04.2004
Reservation Agent
Reservations
06.1994 - 01.2001
- Handling telephone call for international hotel chain reservations enquiry
Senior Reservations Clerk
01.1992 - 01.1994
- Training at Housekeeping, Kitchen, Food and Beverage and Front Desk
- Front Desk Operation
- Reservation Operation
The Kowloon Hotel
01.1988 - 01.1994
Senior Front Desk Clerk
01.1991 - 01.1992
Front Desk Clerk
01.1990 - 01.1991
Education
Hong Kong Hotels Association
01.1988 - 01.1990
Skills
Computer KnowledgeWords, Excel, PowerPoint
Reading, Gym and Yoga
I like reading inspiring celebrities biographies, travel magazines, do exercise including gym and yoga, these hobbies keep me moving and be more positive.
Timeline
Shop Assistant
Bestmart 360 Retail Shop
06.2021 - 06.2022
Sales Assistant
Campbell Shop Bedding
11.2020 - 05.2021
Supervisor
Shangri-La Hotels and Resort
05.2004 - 07.2020
Member Service Agent
Member Service Centre
01.2002 - 04.2004
Reservation Agent
Reservations
06.1994 - 01.2001
Senior Reservations Clerk
01.1992 - 01.1994
Senior Front Desk Clerk
01.1991 - 01.1992
Front Desk Clerk
01.1990 - 01.1991
The Kowloon Hotel
01.1988 - 01.1994
Hong Kong Hotels Association
01.1988 - 01.1990