Jennifer Chui Wai Yan
Guest Experience
Summary
Professional in hospitality industry with solid foundation in delivering superior guest experiences and personalized service. Reputation for building strong team camaraderie and consistently achieving high levels of guest satisfaction. Known for adaptability and reliability in dynamic environments, with excellent communication and problem-solving skills.
Overview
9
9
years of professional experience
3
3
Languages
Work History
Guest Experience Assistant Manager
Mondrian Hong Kong
04.2025 - Current
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- . Streamlined communication between departments to improve coordination efforts in delivering seamless guest experiences.
- Conducted regular staff trainings on guest relations best practices, elevating the overall level of service provided by team members.
- Resolved conflicts tactfully and diplomatically, ensuring minimal negative impact on guest satisfaction ratings.
- . Ensured adherence to brand standards throughout all aspects of day-to-day operations.
Guest Experience Supervisor
Mondrian Hong Kong
09.2023 - 04.2025
- Contributed to a positive work environment by maintaining strong communication with team members and providing support when needed.
- Enhanced guest satisfaction by consistently delivering exceptional customer service and exceeding expectations.
- Assisted in creating promotional packages tailored to attract specific target markets, increasing bookings during off-peak periods.
- Coordinated with multiple departments to ensure seamless communication and collaboration for optimal guest experiences.
Guest Relation Officer
The Ritz-Carlton, Hong Kong
07.2022 - 09.2023
- Manage VIP guest stay
- In-room check in with VIP guest
- Managed VIP guest relations, ensuring exceptional service levels were met at all times.
- Trained new staff members on company policies, procedures, and customer service standards.
Guest Relations Officer
One Eight One Hotel & Serviced Residences
04.2022 - 06.2022
- Design guest staying programme ( Kids Programme)
- Manage VIP guest list
Guest Relations Agent
One Eight One Hotel & Serviced Residences
02.2021 - 04.2022
- Addressing and escalating customer complaints
- Prepare the personal welcome gift and surprise for VIP guest
- Record guest preferences and update in system
Guest Relation Officer, Coordinator
The Ritz-Carlton Hong Kong
01.2018 - 07.2018
- Created to enhance the benefit of organization and assortment of communication of the hotel top VIPs.
- Responsible for processing the hotel TOP vip data and update data in the system
- Deal with the arrival guest special request
Front Desk, Club Guest Service Officer
The Royal Pacific Hotel & Tower
08.2017 - 12.2017
- Build relationship with members, encourage repeat visits and record member profile and preferences
- Provide the best service to the guests and ensures smooth and efficient work in Front Desk
Guest Relation Trainee
The Ritz-Carlton Hong Kong
06.2016 - 12.2016
- Provide a luxury personalized service by operating with uncompromised level of high standard and impeccable attendance
- In room check-in with the VIP
- Wow story with the hotel guest ( Guide Angel)
- Prepare the list of the VIP arrival
Education
BSc (Hons) - Hospitality Degree
University of Plymouth
09.2018 - 2020.03
High Diploma - Tourism and Hospitality management
The University Of Hong Kong School of Professional And Continuing Education
09.2015 - 2017.05
Skills
Guest relations management
Conflict resolution
Customer service
Staff training
Guest relations
Feedback collection
Brand representation
Awards
Outstanding Trainee Award, The Ritz-Carlton Hong Kong
Timeline
Guest Experience Assistant Manager
Mondrian Hong Kong
04.2025 - Current
Guest Experience Supervisor
Mondrian Hong Kong
09.2023 - 04.2025
Guest Relation Officer
The Ritz-Carlton, Hong Kong
07.2022 - 09.2023
Guest Relations Officer
One Eight One Hotel & Serviced Residences
04.2022 - 06.2022
Guest Relations Agent
One Eight One Hotel & Serviced Residences
02.2021 - 04.2022
BSc (Hons) - Hospitality Degree
University of Plymouth
09.2018 - 2020.03
Guest Relation Officer, Coordinator
The Ritz-Carlton Hong Kong
01.2018 - 07.2018
Front Desk, Club Guest Service Officer
The Royal Pacific Hotel & Tower
08.2017 - 12.2017
Guest Relation Trainee
The Ritz-Carlton Hong Kong
06.2016 - 12.2016
High Diploma - Tourism and Hospitality management
The University Of Hong Kong School of Professional And Continuing Education
09.2015 - 2017.05
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