Experience

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  Chatime

  Sept 2018 - Sept 2019

  Team lead

  Chatime is the world’s largest teahouse franchise, with over 2,500 outlets across 38 countries. In 2014, it became the first Taiwanese brand to win 'Brand of the Year' at the World Branding Awards. - Gained barista and tearista experience- Handled guest concerns and complaints- Greeted, served, and took orders following Chatime’s customer service standards during peak times at the hotel- Led and trained a team of 6+ sales associates on POS systems, customer service, and opening/closing procedures. Show less

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  The humber room

  Jan 2019 - Apr 2019

  Various positions - f&b

  Experienced in a 120+ seat full-service restaurant, handling roles such as Supervisor, Bartender, Server, Host, Food Runner, and Busser. Key duties included ensuring guest satisfaction, providing food and beverage service, greeting guests, addressing inquiries, and offering food and wine pairing recommendations.

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  Intercontinental hotels group (ihg®)

  Sept 2019 - Apr 2022

  Hostess

  A subsidiary of InterContinental Hotels Group, Holiday Inn International Airport is among the top Toronto airport hotels, offering 20,000 sq. ft. of meeting facilities near major venues like the International Centre and Toronto Congress Centre. Key duties included:- Ensuring top-tier professionalism and service- Managing reservations and bookings- Proficient use of reservation systems and understanding policies- Supporting departmental goals and completing tasks assigned by managers. Show less

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  Marriott international

  May 2022 - Sept 2022

  Guest service expert

  At Halifax Marriott Harbourfront Hotel, my role as a Guest Experience Expert went beyond facilitating smooth check-ins and check-outs. I focused on creating memorable and unique experiences by- Greeting visitors and addressing inquiries to build rapport- Resolving issues swiftly through active listening and dynamic communication- Recognized as an outstanding associate for achieving the highest 'Marriott Bonvoy" sign-ups in 2022.

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  Hazukido canada

  Nov 2022 - Mar 2023

  Team lead

  Hazukido is an international bakery chain specializing in Japanese croissants, with over 200 locations since its 2014 launch. Key responsibilities included:- Delivering high-level customer service and maintaining top Google reviews- Driving sales through upselling and suggestive selling- Minimizing waste and managing inventory cost-effectively- Assisting with budget planning and cost control- Monitoring sales and expenses to meet revenue targets- Reporting financial discrepancies to management- Leading and training a team of 10+ in POS, customer service, and operational processes Show less

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  One king west hotel & residence

  Mar 2023 - Sept 2024

  Guest services specialist

  The 51-story landmark features 575 units, including 358 hotel rooms, with the remainder dedicated to luxury residences. Ranked #5 on TripAdvisor, it is celebrated for its ambiance, world-class amenities, and award-winning service.- Rotated across Front Office, Reservations, and Concierge, effectively managing guest arrivals, inquiries, and reservations to ensure seamless service and operational efficiency.- Exceeded 40% in upselling revenue and ranked in the Top 1% of sales performers, generating $12,000 in upselling revenue during one of the busiest months, directly contributing to hotel profitability.- Earned a 100% customer satisfaction rating on TripAdvisor, with guests specifically mentioning my name in reviews for delivering outstanding service.- Maintained strong communication with cross-functional teams, ensuring smooth collaboration between departments to enhance service quality and guest satisfaction.- Provided exceptional service to both internal and external guests, consistently meeting and exceeding expectations with professionalism and efficiency. Show less

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  Toronto marriott markham

  Jun 2024 - now

  Rooms operation voyager

  - Gained hands-on management experience in Rooms Operations including Housekeeping, and Front Desk & F&B- Oversaw daily operations, supported staff training, and ensured high standards of guest service, cleanliness, and room management.- Recognized as Leader of the Quarter 3, 2024 for contributions to process improvements and leadership.- Collaborated with management to enhance guest experiences and drive operational efficiency.- Fostered a positive work environment, motivating teams to exceed performance expectations. Show less