Summary
Overview
Work History
Education
Skills
Timeline
Generic

MAGGIE KA YING CHEUNG

Summary

Core Strengths Exceptional customer service MS Office expert Professional in Opera System Staff motivation and training Relationship-building Cash handling expertise Ability to effectively and efficiently Superb interpersonal skills organize Reliable, Conflict resolution Problem Solver Summary Courteous Front Desk Agent adept at balancing multiple tasks and priorities seamlessly while delivering the highest level of customer service. Over 5 years in the hospitality industry.

Overview

14
14
years of professional experience
1
1
Language

Work History

Front Office Agent

10.2016 - Current
  • The Ritz-Carlton, Hong Kong Excelled in role requiring the ability to handle a variety of customer service and administrative tasks and resolve customer issues with expediency.
  • Supervisory training experience; training and corrective action of team membersCalmed upset/angry customers, researched and rapidly solved problems and rebuilt client trust to prevent the loss of key accounts.
  • Fostered strong working relationships with all hotel departments.
  • Assist to supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.

Guest Relations Agent

Marco Polo Hongkong Hotel
06.2013 - 09.2016
  • Supervisory training experience; training and corrective action of team members Calmed upset/angry customers, researched and rapidly solved problems and rebuilt client trust to prevent the loss of key accounts.
  • Fostered strong working relationships with all hotel departments.
  • Assist to supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
  • Proficiency in telephone and front-desk reception within a high-volume environment.
  • Efficient of check-in and check-out procedures.

Senior Guest Relations Officer

07.2011 - 06.2013
  • Empire Hotel Hong Kong - Wan Chai Processed guest payments for room charges, food and beverage charges and phone charges.
  • Welcome, registered and assigned rooms to guests.
  • Served as public relations representative for the hotel.
  • Processed credit card transactions during the checkout process.
  • Referred guests to local restaurants and recommended attractions in the area.
  • Accomplishments High-energy receptionist focused on promoting customer satisfaction through exceptional service and maintaining outstanding hotel accommodations.
  • Provide assistance, coaching & development for Front Desk team members to Front Desk Agent successful at improving customer satisfaction ratings through exemplary service.
  • Reliable, motivated and willing to go the extra mile to increase guest satisfaction and comfort.

Education

Certificate in Front Office and Housekeeping Operations -

Wui Yin College
Jul 2011

Heung To Secondary School
Jul 2010

Jul 2008

Skills

  • administrative, Cantonese, coaching, credit, checkout process, client, customer satisfaction, customer service, English, Front Office, Mandarin, public relations, receptionist, reception, Supervisory, telephone, phone, Chai, Wan

Timeline

Front Office Agent

10.2016 - Current

Guest Relations Agent

Marco Polo Hongkong Hotel
06.2013 - 09.2016

Senior Guest Relations Officer

07.2011 - 06.2013

Certificate in Front Office and Housekeeping Operations -

Wui Yin College

Heung To Secondary School

Similar Profiles

CREATE PROFILE
MAGGIE KA YING CHEUNG