Albert Chan
Summary
Proven hospitality professional with extensive experience at MBS Mall Management Pte Ltd, excelling in guest communication and hospitality services. Demonstrated ability to enhance guest satisfaction and foster loyalty through exceptional listening skills and personalized service. Skilled in navigating high-pressure environments with patience and composure, significantly improving guest experience scores.
Overview
15
15
years of professional experience
Work History
Guest Service Agent
MBS Mall Management Pte Ltd
09.2017 - Current
- Managed group bookings to ensure seamless organization of events and accommodations.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Facilitated and coordinated transportation services for guests.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Enhanced guest satisfaction by addressing concerns and providing prompt resolutions.
- Greeted guests upon arrival and offered assistance.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Developed strong relationships with repeat customers, fostering loyalty and return visits.
- Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
- Improved guest experience scores by consistently delivering exceptional service through active listening skills.
- Maintained high level of professionalism and discretion when dealing with guests.
Taxi Driver
Smrt Taxi
01.2017 - 09.2017
- Maximized passenger satisfaction by keeping vehicles in safe and clean operating condition.
- Waited for passengers at designated high-volume locations such as airports and popular nightlife spots.
- Operated party vehicles, buses and town cars.
- Navigated difficult driving conditions safely, prioritizing passenger well-being at all times.
Wait Staff Member
Saizeriya
01.2010 - 01.2017
- Accurately managed cash transactions while handling high-volume shifts, ensuring balanced registers at the end of each shift.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
- Bussed and reset tables to keep dining room and work areas clean.
- Practiced safe, sanitary food handling for preparation and service to maximize pleasant dining experience.
- Cultivated warm relationships with regular customers.
- Explained menu items and preparation methods to provide high level of customer service and promote dining atmosphere.
- Set up dining room to promote welcoming environment and meet or exceed hospitality and service standards.
- Boosted restaurant reputation with exceptional attention to detail, prompt service, and a friendly demeanor.
- Provided support during catering events by setting up stations, serving food promptly, engaging with attendees professionally.
- Collaborated with kitchen staff to ensure accurate order preparation and timely delivery of dishes to guests.
Education
NITE In Nursing - Health Care Administration
ITE College East
12.2006
Skills
- Guest communication
- Listening Skills
- Writing and verbal communication
- Guest inquiry resolution
- Guest Services
- Patience and composure
- Team player mentality
- Hospitality services
Languages
Chinese (Mandarin)
Bilingual or Proficient (C2)
Chinese (Cantonese)
Advanced (C1)
English
Upper intermediate (B2)
Timeline
Guest Service Agent
MBS Mall Management Pte Ltd
09.2017 - Current
Taxi Driver
Smrt Taxi
01.2017 - 09.2017
Wait Staff Member
Saizeriya
01.2010 - 01.2017
NITE In Nursing - Health Care Administration
ITE College East
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