Pok Ho Eric Chu
Tsuen Wan
Summary
Accomplished hospitality professional with a strong background at The Mira Hong Kong, specializing in guest relations and concierge services. Demonstrated expertise in Opera Reservation Software and multilingual communication in Cantonese, Mandarin, and English has significantly enhanced guest satisfaction.
Proven ability to resolve inquiries and handle complaints, ensuring a positive atmosphere, and streamlined guest experiences.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Guest Relations Officer
The Mira Hong Kong
Hong Kong
06.2021 - Current
- Facilitated guest arrivals by providing necessary assistance for efficient check-ins.
- Handled guest inquiries via email, telephone, and in-person.
- Helped maintain an overall positive atmosphere throughout the facility by providing friendly customer service at all times.
- Exhibited advanced problem-solving abilities, addressing challenges with precision.
- Prepared daily shift close reports and balanced cash register to accurately reflect transactions.
Assistant Concierge
The Mira Hong Kong
Hong Kong
04.2019 - 05.2021
- Provided a professional and courteous greeting to all visitors.
- Offered personalized concierge services such as booking spa appointments or arranging transportation needs for guests.
- Received and distributed mail, letters and packages.
- Answered incoming calls and directed them to appropriate personnel or departments.
Bell Attendant (Part-time)
Novotel Hong Kong Nathan Road Kowloon
08.2017 - 09.2018
- Welcomed guests in lobby warmly and professionally.
- Accompanied guests to rooms while promptly answering questions.
- Handled delivery, storage, and retrieval of guest belongings efficiently.
- Facilitated guest reservations with expertise.
Service Champion (Part-time)
General Mills Hong Kong Limited
Hong Kong
04.2015 - 02.2017
- Served customers table-side during a 16-hour workweek.
- Retrieved and served ice cream creations and beverages from the kitchen.
- Brewed and served coffee and tea with preferred add-ins.
- Promoted membership program and seasonal products to customers.
Trainee Server (Internship)
Hong Kong Jockey Club
Hong Kong
10.2015 - 10.2016
- Assisted in food service to customers on a weekly basis.
- Retrieve and serve food from the kitchen.
- Greeted guests and provided menus.
Education
Bachelor of Science Honors - International Hospitality Business Management
Sheffield Hallam University
Uk06-2018
Higher Diploma - Hotel and Catering Management
Hong Kong Institute of Vocational Education (Chai Wan)
Hong Kong06-2017
Skills
- Hospitality and service industry background
- Concierge services
- Guest inquiry resolution
- Guest services agent training
- Complaint handling
- Skilled in Opera Reservation Software
- Chinese Typing Proficiency: 40 WPM
- Proficient in English Typing at 40 WPM
Awards
- 2016, Outstanding Industrial Attachment Scholarship (VTC)
Certification
- 2015, Level 2 Award in Food Safety in Catering
Secondary Education
- 2014, Chan Sui Ki (La Salle) College & Beacon College, Hong Kong Diploma of Secondary Education
Other Qualifications
- 08/2013, First-Aid Certificate Hong Kong St. John Ambulance (valid till 2016)
Lanuguage
- English (fluent)
- Cantonese (native)
- Mandarin (conversational)
Timeline
Guest Relations Officer
The Mira Hong Kong
06.2021 - Current
Assistant Concierge
The Mira Hong Kong
04.2019 - 05.2021
Bell Attendant (Part-time)
Novotel Hong Kong Nathan Road Kowloon
08.2017 - 09.2018
Trainee Server (Internship)
Hong Kong Jockey Club
10.2015 - 10.2016
Service Champion (Part-time)
General Mills Hong Kong Limited
04.2015 - 02.2017
Bachelor of Science Honors - International Hospitality Business Management
Sheffield Hallam University
Higher Diploma - Hotel and Catering Management
Hong Kong Institute of Vocational Education (Chai Wan)
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