Jessie Hsu
Guest Relations Surpervior
Summary
Guest Service Leader with 3 years of progressive experience in the hospitality industry, starting as a Front Desk Agent, advancing to Room Controller, and ultimately excelling in Guest Relations. Proven ability to build customer loyalty and enhance retention through outstanding service delivery. Skilled in motivating and coaching a team of 4 members to achieve excellence. Adept at driving results by clearly communicating service and revenue objectives. Experienced in training team members on effective customer service techniques, managing room assignments, and coordinating group bookings to ensure seamless operations.
Overview
9
9
years of professional experience
Work History
Service Crew (intern)
Shangri La Singapore
01.2017 - 06.2017
- Helped with the opening of a new concept, The Shophouse at Shangri-La Singapore, took part in laying down the standard operating procedures (SOP)
- Meanwhile, also took up barista duties
Service Crew (intern)
Shangri La Singapore
01.2016 - 06.2016
- Managed the bar with the main bartender, in charge of handling stocks and cashiering
- In times when main bartender was not around, took charge of bar and was responsible for training newcomers
Guest Service Leader / Guest Relations Supervisor
Shangri-La Rasa Sentosa
01.2021 - Current
- Greeted and welcomed guests, ensuring a positive first impression
- Assisted with check-ins, reservations, and personalized guest services
- Resolved guest inquiries and complaints promptly to ensure satisfaction
- Coordinated with various departments to deliver seamless service
- Monitored guest feedback and implemented improvement measures
Front Office Agents
Novotel Taipei Taoyuan International Airport
01.2018 - 01.2021
- Served as front office officer and concierge officer
- Was put in charge of training new trainees in the front office department
- Trained new employees on front office procedures, contributing to a consistent guest experience across all team members.
- Managed guest complaints effectively, ensuring prompt resolution and maintaining customer loyalty.
- Updated hotel information systems regularly, enabling accurate record keeping and seamless communication between departments.
- Coordinated group reservations to accommodate specific requests, resulting in successful events and satisfied clients.
Education
Diploma -
Yung Ping Vocational High School
Taiwan 06.2015 - 06.2015
Advanced Diploma - Hospitality Management
STEI Institute
Singapore 10.2017 - 10.2017
Skills
- Beverage Management
- cashiering
Guest relations
Complaint handling
Upselling strategies
Customer service
Guest accommodations
Basic accounting
Services and amenities promotion
Timeline
Guest Service Leader / Guest Relations Supervisor
Shangri-La Rasa Sentosa
01.2021 - Current
Front Office Agents
Novotel Taipei Taoyuan International Airport
01.2018 - 01.2021
Advanced Diploma - Hospitality Management
STEI Institute
10.2017 - 10.2017
Service Crew (intern)
Shangri La Singapore
01.2017 - 06.2017
Service Crew (intern)
Shangri La Singapore
01.2016 - 06.2016
Diploma -
Yung Ping Vocational High School
06.2015 - 06.2015
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