Margaret Kit Wah Lai
Summary
Commercially-minded Supervisor of Passenger Attendants drives exceptional client satisfaction through exemplary leadership. Holds supervised workers to high but attainable standards. Coalesces personnel around mutual goals to provide excellent customer service outcomes. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Job Title position. Ready to help team achieve company goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
16
16
years of professional experience
9
9
years of post-secondary education
3
3
Languages
Work History
Flight Purser
Cathay Pacific
09.1997 - 02.2008
- Maintained and completed administrative records and documents to meet company requirements.
- Processed information quickly to take immediate action during unexpected or serious situations.
- Fostered partnerships and supportive relationships with local airport operations to facilitate corporate initiatives.
- Held flight attendants accountable to service expectations to meet company and regulatory standards.
- Engaged flight attendants by creating and fostering personal relationships with crew members.
- Organized and detail-oriented with a strong work ethic.
- Developed and maintained courteous and effective working relationships.
- Strengthened communication skills through regular interactions with others.
- Skilled at working independently and collaboratively in a team environment.
- Proved successful working within tight deadlines and a fast-paced environment.
Senior Guest Relations Officer
The Kimberley Hotel
05.1996 - 09.1997
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Restructured lines of communication with housekeeping to make sure guests were satisfied with timeliness and quality of housekeeping services.
- Surveyed guests to check for areas in need of improvement.
- Coached and developed associates to improve soft skills and recovery techniques.
- Monitored guest feedback, using to improve service and departmental operations.
- Conducted regular training sessions for staff to keep up to date with customer service practices.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Maintained consistent positive customer feedback.
Someplace Else-Hostess
Sheraton Hong Kong Hotel & Towers
05.1992 - 12.1992
- Assigned patrons to tables suitable for needs and restaurant section rotation.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Relayed guest comments or suggestions to manager on duty for further action.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
Education
Hospitality Management - Hospitality
Ryerson Polytechnic University
Toronto Canada 01.1993 - 06.1996
International Travel Consultant - Travel Management
International Air Transport Association
Toronto Canada 04.1994 - 05.1996
Hotel And Restaurant Operations - Hospitality
Constellation College of Hospitality
Toronto Canada 01.1993 - 05.1996
Skills
Planning and Coordination
undefinedTimeline
Flight Purser
Cathay Pacific
09.1997 - 02.2008
Senior Guest Relations Officer
The Kimberley Hotel
05.1996 - 09.1997
International Travel Consultant - Travel Management
International Air Transport Association
04.1994 - 05.1996
Hospitality Management - Hospitality
Ryerson Polytechnic University
01.1993 - 06.1996
Hotel And Restaurant Operations - Hospitality
Constellation College of Hospitality
01.1993 - 05.1996
Someplace Else-Hostess
Sheraton Hong Kong Hotel & Towers
05.1992 - 12.1992
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