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Claire Cheng
With conscientious service, a professional with experience in customer care and guest relations in the hospitality industry.
A passion for delivery of warm service is fueled by an organized mindset and creative thinking.
Always have an ambition and passion to embrace every challenge.
Taipei, Taiwan
Experience
Sales coordinator • Regent Taipei Silks Hotel Group
December, 2020 - June, 2021
-Negotiating between interior department and exterior Agent and client.
-Maintenance relationship with clients.
Senior Front Desk Team Leader • Sheraton Grand Taipei
Ｍay, 2018 - December, 2020
-Guest room up-selling Key driver, responsible for daily and monthly target supervision.
-Guest complaint handling and resolving the service problem.
-Departmental SOP composing and merging with Guest Service Center SOP.
-To help the team build up an organized and efficient problem solution.
Guest Service Center Shift Leader • Sheraton Grand Taipei
December, 2016 - April, 2018
-Daily phone answering from external and internal, and supervising service quality.
-Handling the guest complaint and report to the related department.
-Key person for the departmental paperless project, to reduce paper usage up to 80%.
Housekeeping Floor Supervisor • Taiepei Marriott
May, 2016 - October, 2016
-Providing assistance to help Room attendants are unable to match the daily target
-Match the customer needs in the guest room
-Maintenance the guest room facility well-functional.
At Your Service agent • Taiepi Marriott
July, 2015 - April, 2016
-Department SOP composing and build-up before hotel grand opening.
-Responsible for answering and replying the guest needs via phone and email.
-Individual reservation taking.
Academy Background
2020 - 2020
ESSEC Business School
The fundamentals of hotel distribution
2011 - 2015
National Kaohsiung University
Hotel management
Skill
Languages
- Microsoft Office
- Opera PMS
- Customer Service
- Customer Relationship Management (CRM)
- Customer Service Skills
- Chinese Mother tongues
- English Fluent
- Cantonese Advance
- Japanese Elementary
