Nga Chi Angie TSOI
Guest Service Officer
Tiu Keng Leng,NSK
Summary
Dynamic hospitality professional with a proven track record of delivering exceptional guest experiences through strong interpersonal skills and a commitment to service excellence. Expertise in resolving guest concerns, coordinating team efforts, and adapting swiftly to changing needs ensures seamless operations. Proficient in front desk management and customer relations, complemented by effective communication abilities that foster positive interactions. Recognized for reliability, collaborative spirit, and the ability to achieve results in fast-paced environments.
Overview
6
6
years of professional experience
4
4
Languages
Work History
Guest Service Officer
Mandarin Oriental Hong Kong
02.2024 - Current
- Greeted and assisted guests during check-in and check-out, enhancing overall satisfaction.
- Handled guest complaints promptly, ensuring timely resolutions and maintaining loyalty.
- Collaborated with reservations and housekeeping to coordinate bookings and room conditions.
- Managed payment methods and verified credit card data, ensuring accurate processing.
- Registered guests and collected necessary information efficiently during check-in.
- Trained new colleagues, fostering a collaborative and knowledgeable team environment.
Part-time Coordinator
The Mira Hong Kong - Catering and Event Department
04.2023 - 02.2024
- Interacted with customers to facilitate personalized orders, enhancing customer satisfaction.
- Assisted the catering and event department with paperwork and coordination.
- Supported designers with various tasks to ensure project efficiency.
- Ensured clear communication between F&B and Catering/Event departments for personalized orders.
- Monitored order delivery timelines to guarantee on-time service.
Part-time F&B Attendant
Hyatt Regency Sha Tin - Lounge (Regency Club)
11.2020 - 03.2023
- Greeted and seated guests, ensuring a welcoming atmosphere.
- Interacted with guests to enhance their dining experience.
- Took orders and served food and drinks efficiently.
- Handled special requests to accommodate guest preferences.
Summer Intern
Grand Hyatt Hong Kong
05.2022 - 08.2022
- Coordinated guest interactions to ensure a welcoming atmosphere and addressed special requests to enhance satisfaction.
- Managed logistics for Global Wellness Week, including decorations, activities, and promotions, as well as farewell parties for associates and trainees.
- Collaborated closely with Learning & Development and HR teams to facilitate project success and clear communication.
- Organized internship-related tasks, such as career chats, contract drafting, and coordinating with departments about new interns.
- Monitored daily CTN updates and informed relevant staff to ensure safety and compliance during the pandemic.
- Created recruitment materials, scheduled interviews, and verified candidate documents for new hires.
- Communicated with the chef regarding weekly and special canteen menus to meet staff needs.
Summer Intern
W Hong Kong - W Experience Team
06.2021 - 08.2021
- Greeted guests warmly and ensured a welcoming atmosphere.
- Managed queue control to optimize check-in and check-out efficiency.
- Assisted guests with check-in and check-out processes using Opera.
- Updated customer information and left notes for colleagues in the Opera system.
- Prepared guest rooms for special occasions, enhancing guest experiences.
- Sent amenities for special occasions and hotel members, personalizing guest stays.
- Wrote personalized cards for guests to enhance their experience.
- Followed up on guest requests to ensure prompt service and satisfaction.
- Conducted room tours, explaining available services to enhance guest knowledge.
Summer Intern
Hyatt Regency Sha Tin
06.2019 - 07.2019
- Lounge (Regency Club)
Education
BBA - Hospitality and Real Estate
The Chinese University of Hong Kong
12.2023
Skills
Adobe Illustrator
Microsoft Office
Guest relations
Complaint handling
Teamwork and collaboration
Hospitality services
Cross-cultural sensitivity
Strong interpersonal skills
Multitasking
Flexibility
Detail-oriented
Language proficiency
EXTRACURRICULAR ACTIVITY
The Society of Hospitality and Real Estate (SoHo) President -Representing the school to participate in different events -Interacting with guests and students from all around the world -Monitoring progresses and assisting team members -Ensuring quality work of the team -Organising events such as inauguration ceremony and annual dinner -Leading the team to accomplish tasks
Timeline
Guest Service Officer
Mandarin Oriental Hong Kong
02.2024 - Current
Part-time Coordinator
The Mira Hong Kong - Catering and Event Department
04.2023 - 02.2024
Summer Intern
Grand Hyatt Hong Kong
05.2022 - 08.2022
Summer Intern
W Hong Kong - W Experience Team
06.2021 - 08.2021
Part-time F&B Attendant
Hyatt Regency Sha Tin - Lounge (Regency Club)
11.2020 - 03.2023
Summer Intern
Hyatt Regency Sha Tin
06.2019 - 07.2019
BBA - Hospitality and Real Estate
The Chinese University of Hong Kong