Summary
Overview
Work History
Education
Skills
Timeline
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Jocelyn Rou Xiu Chan

Jocelyn Rou Xiu Chan

Customer Service
Penang,Penang

Summary

Customer service professional with 6 years of experience in hospitality and front office roles. Skilled in guest relations, problem-solving, and delivering high-quality service in fast-paced environments. Passionate about creating excellent guest experiences and leading by example.

Overview

6
6
years of professional experience
3
3
Languages

Work History

Guest Experience Manager

Iconic Marjorie Hotel
02.2025 - 06.2025
  • Company Overview: Georgetown, Penang
  • Collaborated with housekeeping and maintenance departments to ensure prompt resolution of room issues affecting the guest experience.
  • Enhanced guest satisfaction by implementing personalized service initiatives for VIP clients.
  • Implemented a feedback system, leading to continuous improvement of guest services based on client input.
  • Ensured seamless check-in/check-out processes by creating clear guidelines and providing staff with comprehensive training.
  • Resolved guest complaints promptly, demonstrating exceptional problem-solving skills and commitment to customer satisfaction.
  • Managed reservation system updates, ensuring accurate room availability information for guests and staff.
  • Mentored junior staff members in best practices for delivering outstanding service experiences to guests from diverse backgrounds.

Front Office Supervisor

Loh Guan Lye Specialists Centre
09.2022 - 01.2025
  • Company Overview: Penang
  • Enhanced customer satisfaction by promptly addressing inquiries and concerns at the front desk.
  • Handled financial transactions by processing payments, issuing receipts.
  • Helping patients apply Guarantee Letter from their insurance company when inpatient and outpatient purpose.
  • Directed phone inquiries, answered customer questions.

Business Office Assistant

Gleneagles Hospital Penang
06.2019 - 08.2022
  • Company Overview: Penang
  • Handled financial transactions by processing payments, issuing receipts.
  • Helping patients apply Guarantee Letter from their insurance company when inpatient and outpatient purpose.
  • Registration outpatient and inpatient.
  • Administrative experience.

Education

SPM - undefined

SMK PERMAS JAYA 2
Johor

PT3 - undefined

SMK Convent Light Street
Penang

Skills

MICROSOFT OFFICE

Timeline

Guest Experience Manager

Iconic Marjorie Hotel
02.2025 - 06.2025

Front Office Supervisor

Loh Guan Lye Specialists Centre
09.2022 - 01.2025

Business Office Assistant

Gleneagles Hospital Penang
06.2019 - 08.2022

SPM - undefined

SMK PERMAS JAYA 2

PT3 - undefined

SMK Convent Light Street

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