Hung Chiu Ting Charis
Hong Kong
Summary
I am a well-rounded hospitality professional. Having worked in both luxury and core brands and in multiple roles in her career. I am well versed in the day to day operation of the division and knowledgeable in the intricacies of how each role and department affect each other. My customer oriented skills and leadership experiences can positively impact the team and company success.
Overview
13
13
years of professional experience
Work History
Assistant Manager - Grand Club
Grand Hyatt Hong Kong
2018.09 - Current
- Supervised day-to-day operations for Grand Club Reception and Lounge to meet performance, quality and service expectations for VIP guests.
- Provide personal service at VIP desk for check in and check out, concierge and hospitality related enquiries as well as email and phone call communicate with guests.
- Departmental Trainer - Training and mentored junior staff members in their professional development by offering guidance and support in their assigned roles.
- Improved customer satisfaction by reviewing and identify customer survey reports weekly, addressing and resolving complaints promptly.
- Departmental Roster Planning to ensure sufficient manning for peak season or streamline for non-peak season.
- Setup Upselling target for the team, developed strategy to increase sales and drive profits.
- Task Force - Hyatt Women Leadership Training programe 2022 - 2023, Training in different Hyatt hotels and hotel department to improve product knowledge, skills and elements in order to be a successful leadership.
Team Leader - Grand Club
Grand Hyatt Hong Kong
2017.05 - 2018.09
- Handle Grand Club operation, pre-arrival email / phone call communication with VIP members as well as special occasion guests for arrange amenities to enhance stay experience.
- Handle guest enquiries and assist Manager to resolve guest complaints and identified area for improvment.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Task Force - assigned to Shenzhen Hyatt hotels along with their opening team to assist with their Front Office and Club Lounge operations.
Guest Service Officer - Grand Club
Grand Hyatt Hong Kong
2014.03 - 2017.05
- Enhanced guest satisfaction by providing exceptional customer service and promptly addressing concerns.
- Check-in and check-out processes for increased efficiency and guest satisfaction.
- Collaborated with housekeeping staff to ensure timely room availability and cleanliness.
- Maintained detailed records of guest reservations, preferences, and special requests to personalize their stay.
Sales Associate - Part Time
Coach
2011.02 - 2014.03
- Introduce products and identify potential customers needs on floor in order to assist staffs to achieve sales target, maintain KPI customers.
- Handled cashier transaction efficiently especially during Thankful Week period.
- Stock Control, checked store system for stocks, maintain product availability, assist with stock take.
- Assist Store Manager and Supervisor to setup weekly reports / projects.
- Ensure provide attentive service to all of their Secret Shopper and attend trainings to enhance customer satisfaction level.
Education
Bachelor of International Hotel Management - Hotel Management
Griffith University
Australia08.2013
High School Diploma -
YMCA College of Career
Hong Kong07.2011
HKCEE
Wong Shiu Chi Secondary School
Hong Kong2011
Skills
- Customer Relations
- Self and team Motivation
- Problem resolving skills
- Staff and Operation Management
Languages
English, Mandarin, Cantonese
Native language
Timeline
Assistant Manager - Grand Club
Grand Hyatt Hong Kong
2018.09 - Current
Team Leader - Grand Club
Grand Hyatt Hong Kong
2017.05 - 2018.09
Guest Service Officer - Grand Club
Grand Hyatt Hong Kong
2014.03 - 2017.05
Sales Associate - Part Time
Coach
2011.02 - 2014.03
Bachelor of International Hotel Management - Hotel Management
Griffith University
High School Diploma -
YMCA College of Career
HKCEE
Wong Shiu Chi Secondary School
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