Micorsoft Word
Chun Hong Wong
Customer service
Bandar Puchong Jaya, Selangor,10
Summary
Knowledgeable Guest Service Representative experienced in busy hotel settings. Driven and dedicated with focus on delivering exemplary service. Skilled multi-tasker successful at meeting performance objectives and helping team members. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
2
2
years of professional experience
Work History
Guest Service Agent
The Majestic Hotel Kuala Lumpur
2022.11 - Current
- Coordinated group bookings, ensuring the seamless execution of events and accommodations.
- Optimized the check-in process, reducing wait times and boosting overall guest satisfaction.
- Managed guest reservations, modifications, and cancellations, tailoring services to meet individual travel needs.
- Provided crucial support to front desk teams during peak periods, maintaining smooth operations under high-pressure conditions.
- Efficiently resolved billing disputes with professionalism, ensuring customer satisfaction throughout.
- Facilitated guest check-ins, handled account inquiries, and delivered a range of additional services to enhance the guest experience.
- Consistently improved guest experience scores by delivering exceptional service through active listening and personalized attention.
- Proactively addressed guest concerns, providing swift and effective resolutions to improve overall satisfaction.
- Professionally handled incoming guest inquiries via phone, email, and in-person interactions with efficiency and courtesy.
- Warmly greeted guests upon arrival, offering assistance and creating a welcoming atmosphere.
- Accurately managed cash transactions, ensuring daily financial reports were balanced and error-free.
- Organized and confirmed restaurant reservations, assisting with additional concierge services to meet guest needs.
- Supported luggage handling, valet services, and other guest-related tasks to ensure a smooth experience.
- Quickly resolved guest issues through strong communication, conflict resolution, and problem-solving skills.
- Ensured adherence to hotel policies and procedures while delivering a high standard of customer service.
- Handled and resolved guest complaints effectively, contributing to guest retention and satisfaction.
Education
High School Diploma -
YTL International College of Hotel Management
Bukit Bintang, Null, Malaysia 2001.04 -
Skills
Listening Skills
Patience and composure
Information confidentiality
Hospitality services
Guest Relations
Complaint Handling
Guest Services
Team player mentality
Guest complaint resolution
Guest communication
Reservation Management
Special requests handling
Lost and Found Management
Software
Microsoft Excel
Microsoft Power Point
Languages
Chinese (Mandarin)
Native language
English
Advanced
C1
Chinese (Mandarin)
Proficient
C2
Malay
Advanced
C1
Chinese (Cantonese)
Proficient
C2
Timeline
Guest Service Agent
The Majestic Hotel Kuala Lumpur
2022.11 - Current
High School Diploma -
YTL International College of Hotel Management
2001.04 -
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