Cecilia Po-yin Leong

Served as main point of contact for VIP guests and kept hotel departments briefed on individual requirements.

• Successfully resolved booking discrepancies by liaising with reservation agents, ensuring minimal disruption to guest plans.
• Established a welcoming atmosphere at the front desk area through impeccable presentation and demeanor.
• Collaborated with various departments to ensure seamless guest experiences during their stay.
• Managed and improved customer service functions for reception and lounge areas.
• Conducted thorough room inspections to maintain high-quality standards for accommodations.
• Checked documentation and corrected issues in prompt fashion.
• Monitored inventory levels of essential supplies, coordinating replenishment as needed for uninterrupted service delivery.
• Regulated appropriate staffing levels to meet business and customer requirements.
• Assisted in training new team members, contributing to a consistently high-performing staff.
• Described facility amenities to guests and set up services such as childcare, interpretation and dry cleaning.
• Fostered a positive work environment by actively participating in team meetings and sharing best practices among colleagues.
• Coordinated with housekeeping staff to ensure timely room turnovers, minimizing wait times for incoming guests.
• Organized special events and activities for VIP guests, creating memorable experiences.
• Greeted guests upon arrival and offered assistance.
• Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
• Established and upheld high standards, promoting great customer service and assistance to guests.

• Developed a strong network of contacts within the hospitality industry to ensure swift resolution of any issues or concerns that may arise during clients'' stays.
• Established strong relationships with local businesses and vendors, securing exclusive deals and discounts for VIP clients.
• Enhanced client experience by providing personalized recommendations and tailored services for their specific needs.
• Implemented innovative strategies for enhancing guest experiences during special occasions like birthdays or anniversaries.
• Fostered long-term partnerships with luxury brands which led to increased access for our VIP clientele in terms of products or services.
• Provided expert advice on local attractions, dining options, and entertainment opportunities in order to create memorable experiences for VIP guests.
• Improved overall guest satisfaction by anticipating needs proactively and offering personalized solutions for individual preferences.
• Organized exclusive events for VIP clientele, overseeing all aspects from planning to execution.
• Assisted clients with various personal tasks such as shopping, dining reservations, or event coordination.
• Achieved high rates of client retention through attentive service delivery combined with genuine care about their wellbeing.
• Managed high-pressure situations with discretion, tact, and professionalism to maintain client satisfaction.
• Collaborated closely with other support team members to deliver seamless assistance across departments when needed.
• Offered friendly and efficient service to customers, handled challenging situations with ease.
• Greeted guests upon arrival by providing warm welcome.
• Upheld hotel policies and procedures by providing high level of customer service.

• Managed and motivated employees to be productive and engaged in work.
• Maintained professional, organized, and safe environment for employees and patrons.
• Accomplished multiple tasks within established timeframes.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Maximized performance by monitoring daily activities and mentoring team members.
• Cross-trained existing employees to maximize team agility and performance.