Tze Nok Matthew Li
Senior Guest Service Agent
Tuen Mun
Summary
Experienced hospitality professional with a Diploma in Hotel Management and a background in high-pressure front-of-house operations. Most recently a Senior Guest Service Agent, I am skilled in Shiji Cambridge PMS, complaint resolution, and team coordination. I offer trilingual proficiency in Cantonese, English, and Putonghua to ensure seamless guest experiences.
Overview
6
6
years of professional experience
Work History
Senior Guest Service Agent
Hotel Cozi Oasis
03.2023 - 05.2026
- Trained new Guest Service Agents to ensure adherence to company standards and protocols.
- Resolved customer complaints to enhance guest satisfaction and retention.
- Coordinated with departments to address guest requests or requirements promptly.
Guest Services Agent
Hotel Cozi Wetland
06.2022 - 02.2023
- Assisted guests with check-ins, account inquiries, and any additional services needed.
- Facilitated smooth check-ins and account inquiries, enhancing guest satisfaction.
- Collaborated with front desk team during peak times to maintain operational efficiency in high-pressure situations.
Food and Beverage assistant
Regal Hong Kong Hotel
01.2020 - 07.2020
- Relayed customer needs clearly between front-of-house staff and kitchen team, enhancing service efficiency.
- Maintained clean, organized dining area to uphold sanitation and hygiene standards, contributing to positive dining experience.
- Collaborated with kitchen staff to ensure timely preparation and delivery of orders, resulting in positive customer feedback.
- Assisted in inventory management, accurately tracking stock levels and placing orders as needed to maintain sufficient supplies.
- Demonstrated flexibility by adapting to changing schedules, covering shifts when necessary, and providing seamless support during periods of staff shortages.
Education
Diploma of Hotel Management - Hotel Management
HKU SPACE Po Leung Kuk Stanley Ho Community College
Causeway Bay, Hong Kong 04.2001 -
High School Diploma -
Stewards Ma Kam Ming Charitable Foundation Ma Ko Pan Memorial College
Tuen Mun, Hong Kong 04.2001 -
Skills
Reservation management system : Shiji Cambridge PMS
Computer skills : Cantonese and English input, MIcrosoft Excel, Word and Powerpoint
Language proficiency : Cantonese, English and Putonghua
Extra-curricular Activities
2011 - 2014 : Community Youth Club (CYC) Position : Primary member Job Nature : 1. Help to clean the school area. 2. Visit the elderly home and community center. 3. Promote some positive messages to the students. 2011 - 2014 : Community Youth Club (CYC) Position : Primary member Job Nature : 1. Help to clean the school area. 2. Visit the elderly home and community center. 3. Promote some positive messages to the students.
Timeline
Senior Guest Service Agent
Hotel Cozi Oasis
03.2023 - 05.2026
Guest Services Agent
Hotel Cozi Wetland
06.2022 - 02.2023
Food and Beverage assistant
Regal Hong Kong Hotel
01.2020 - 07.2020
Diploma of Hotel Management - Hotel Management
HKU SPACE Po Leung Kuk Stanley Ho Community College
04.2001 -
High School Diploma -
Stewards Ma Kam Ming Charitable Foundation Ma Ko Pan Memorial College
04.2001 -
Awards
2015 – 2016 : - Service award of school charity stall of SMKMCF MKPMC, 2016 – 2017 : - Service Award of school charity sales of SMKMCF MKPMC