Mei Lau
Summary
Detail-oriented customer service professional with expertise in high-volume customer service, precise database management and booking administration. Proven ability to multi-task, handle complex inquiries, ensure absolute accuracy in property management systems, and build loyal customer relationships.
Overview
5
5
years of professional experience
Work History
Senior Reservations Agent
The Ritz-Carlton, Hong Kong
04.2014 - 09.2016
- Trained junior staff on reservation systems and customer service skills to enhance team performance.
- Resolved guest complaints swiftly, enhancing overall satisfaction and maintaining brand reputation.
- Worked closely with hotel partners to ensure accurate availability information was provided to customers at all times.
- Implemented process improvements that streamlined reservation workflows, reducing response times significantly.
Reservations Agent
The Ritz-Carlton, Hong Kong
09.2012 - 04.2014
- Assisted guests with inquiries, providing exceptional customer service and support.
- Cooperated and coordinated with team members and all related departments to maximize efficiency and occupancy.
- Worked with all other hotel operating departments and keep update on any VIPs or special attention guest to exceed guests’ expectations.
- Managed reservation systems to ensure accurate bookings and guest satisfaction.
- Upsell and cross-sell hotel rooms and services.
Reservations Sales Agent
The Excelsior Hotel Hong Kong
07.2011 - 04.2012
- Handle hotel room reservation requests in a professional and courteous manner
- Cooperate and coordinate with team members and all related departments to maximize efficiency and occupancy
- Able to multi-task and work under pressure
- Managed reservation system to optimize booking efficiency and guest satisfaction.
- Ensured accuracy of bookings
Education
BSc (Hons) - Hotel Management
The Hong Kong Polytechnic University
06-2011
T.W.G.Hs Kap Yan Directors’ College
01.2008
DATE OF AVAILABILITY
Immediate
Timeline
Senior Reservations Agent
The Ritz-Carlton, Hong Kong
04.2014 - 09.2016
Reservations Agent
The Ritz-Carlton, Hong Kong
09.2012 - 04.2014
Reservations Sales Agent
The Excelsior Hotel Hong Kong
07.2011 - 04.2012
BSc (Hons) - Hotel Management
The Hong Kong Polytechnic University
T.W.G.Hs Kap Yan Directors’ College