Becky Dam
Summary
Adept at enhancing guest experiences, I excelled at Millennium & Copthorne International Limited by leveraging exceptional communication and Opera Cloud expertise. I specialized in personalized service, efficiently resolving complaints, and significantly contributing to guest satisfaction. My blend of technical proficiency and guest orientation sets me apart.
Overview
4
4
years of professional experience
Work History
Guest Experience Executive
Millennium & Copthorne International Limited
11.2022 - Current
- Assist in preparing and providing Warm Welcome and Fond Farewell for guests and VIPs.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Perform Front Office streamlined check-in/out processes for improved efficiency and reduced wait times.
- Collaborated with sales team to drive event bookings, enhancing overall revenue growth for the property.
- Take care of Wedding couples, to monitor set up Wedding rooms, assist guests if any requires.
- Manage guest requests, complaints and requests professionally to ensure seamless staying experience.
- To engage, develop and maintain close relationships with hotel guests and provide personalized service whenever possible.
- Maintain knowledge of hotel products services, special promotional offers, as well as daily VIP and special events.
- Manage queue at Front Desk and assist with the arrivals and departures when required.
- To report to Front Office Manager any serious complains from guest.
Retail Sales Executive
Lotte Duty Free - Noi Bai International Air Port
01.2021 - 09.2021
- Participated in regular trainings to stay updated on product knowledge, trends, and sales techniques.
- Welcome and greet customers as they enter the store.
- Provide in-depth product knowledge including features, benefits, and overall value.
- Upsell when appropriate; promote current sales, promotions, coupon deals, etc.
- Explain store-member benefits and encourage customers to sign up.
- Process purchases, returns, and exchanges.
- Report any major incidents to manager.
- Organize and replenish front stock and help merchandize store.
- Maintain a clean and tidy work and retail space.
Front Desk Staff
Four Seasons Hotel (Moscow, Russia)
08.2020 - 11.2020
- Welcome customer with good enthusiastic.
- Listen to customer concerns and provide information, answers, or responses.
- Work as an ambassador: lead customer attention to company products & service.
- Take orders and process billings and payments promptly and appropriately handled needs.
- Handle customer complaints and process returns effectively.
- Update policies and required from company to customers.
- Ensure customer satisfaction or refer customers to supervisors.
Education
Bachelor of Applied Philology
Tula Pedagogical State Lev Tolstoy – Russia
Tula - Russia07-2020
Skills
- Exceptional communication
- Guest Orientation
- Complaint Handling
- Feedback collection
- Opera V5, Opera Cloud usage
- Computer Skills
Timeline
Guest Experience Executive
Millennium & Copthorne International Limited
11.2022 - Current
Retail Sales Executive
Lotte Duty Free - Noi Bai International Air Port
01.2021 - 09.2021
Front Desk Staff
Four Seasons Hotel (Moscow, Russia)
08.2020 - 11.2020
Bachelor of Applied Philology
Tula Pedagogical State Lev Tolstoy – Russia
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