Emma Dai

Experience

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  The Ascott Limited

  Jul 2007 - May 2008

  Reservations Officer

  - Input the reservations according to the Ascott reservation policy.- Answer all calls promptly within the prescribed service levels and in a courteous and efficient manner, ensure that all the relevant information is obtained.- Take personal responsibility to ensure that all enquiries are addressed.

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  Frasers Hospitality

  Aug 2008 - Jun 2012

  Reservations Supervisor - Fraser Suites Nanjing

  - Make the bookings, fax, email and telephone handled efficiently.- Set up rate code in HIS according to the pricing structure.- Monitor the daily pick up, cancellation, no show situation.- Negotiate the cooperation issue with agent like Ctrip and Elong- Website, third party and wholesaler management, include information and rate loading, room allotment control, etc. For example: Fastbooking, Synxis, GDS, Orbitz, Booking.com, Wotif, Agoda, HRS.- Responsible for contract management, corporate proposal, long stay guests lease agreements, etc.- Daily and monthly sales report. (BSC, MPI, Brand karma)- Competitor information collection and analysis, keep sales informed.- To support and assist in the orientation program for new staff and the OJT for CRE.- To update forms, files P&P and SOP.- Monitor on the return of residents’ feedback regularly.- Help guests book tickets, golf, restaurants, etc.- Information’s update and transmission among departments. Show less

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  Paxton Vacances Hotel Management Group

  Jan 2014 - Apr 2014

  Executive Assistant - Paxton Vacances Hotel& Suites Nanjing

  - Arrange appointments and meetings for the GM, record same in diary and ensure the GM has the appropriate documentation for each appointment.- Attend meetings such as department head meeting, executive committee meeting and any other when requested.- Take minutes of attended meetings, accurately transcribe and circulate to relevant persons ASAP.- Receive visitors and guests. In the absence of GM, answer questions and concerns and follow through resolutions- Arrange room and restaurant reservations for VIP guests/personnel if requested- Assist with travel arrangements for business trip as required.- Assist GM in compiling guest data to be used for service quality improvement.- Assess priorities of work and, wherever possible, assist in organizing GM’s priorities.- Answer telephones in the executive office as required.- prepare replies to correspondence as required.- Assist with translations, oral and written.- Maintain strictest confidentiality at all times on all matters.- Demonstrate essential overall knowledge of the organization- Understand the responsibilities of other sections and departments and cooperate with them.- Prepare and maintain files, reports, letters, memorandums and other relevant business documentation. Maintain and handling of issues concerned.- Ensure all reporting and servicing deadlines are met on a timely basis. Show less

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  Taizhou Vocational College of Science and Technology

  Sept 2014 - Jul 2015

  Lecturer of Institute of Tourism Administration

  - Teach student how to be a qualified tour guide, OP and tour leader, introduce the daily routine and working procedure for above roles, and the required ability and skills, introduce the Chinese famous cuisine to students according to different areas to make them understand each style of Chinese cuisine.

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  WEI Retreat Tianmu Lake

  Aug 2015 - May 2016

  - Overall responsible for the standard and service of the department.- Reports directly to and communicates with the General Manager on all administrative matters.- Maintains the utmost confidentiality and discretion when handling business affairs.- Cooperates, coordinates and communicates with Department Heads and other inter-departmental secretaries as appropriate.- Supervises the work of the Executive Office staff (Secretaries, Receptionist, Messengers, Drivers)- Day-to-day secretarial work to include typing, filing, faxes and telephone etc.- Distribution of memos, letters and other information etc.- Arranging internal / external appointments.- Greet and assist guests in a professional manner.- Handling reservation, answer queries as requested.- Translating incoming letters, documents, articles by request.- Provides pertinent information on social-political matters.- Storing and keeping all confidential information.- Preparing monthly operational results for meetings with other hotels.- Taking minutes of Department Heads /Ex.Com meeting as requested.- Maintains close contact as required on behalf of General Manager with customers, receiving feedback regarding the operations, products and other facilities. Show less

  • Assistant Reservation & Revenue Manager

    Oct 2015 - May 2016

  • PA to GM

    Aug 2015 - Oct 2015
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  Sofitel

  Sept 2016 - Aug 2017

  Reservation Manager

  - Overall responsible for the standard and service of the department.- Reviews and improves the operational procedures of the department, facilities and services- Interviews potential new colleagues in conjunction with the Human Resources Department- Conducts and supervisors department orientation programs.- Develops departmental training programs and plans- Off-line OTA E-booking system management, including rate loading, room availability and allotment control- Dataweb management, rate change, availability and allotment control- Fastcom validation- Attend revenue meeting for the performance review, forecast and strategy, etc.- Assist Director of Revenue for related reports Show less

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  The Peninsula Hotels

  Sept 2017 - now

  Assist DOM with the revenue management during the maternity leave of Director of Revenue

  • Revenue Manager

    Jan 2021 - now

  • Reservation Manager

    Sept 2017 - Jan 2021