Margaret He

Experience

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  Holiday Inn Changan West

  Jun 2006 - Jun 2010

  Reports directly to FOM.Handle all Complaints.Supports and assists Front Office personnel and all departments at peak periods. Ensures VIPs and priority club guests receive special attentionChecks billing instructions and monitors guest creditAnalyses and approves discounts and rebates.Analyses the rate variance report to ensure rooms revenue controlIn case of PSB system failures, and promptly notify the relevant departments and reporting solutionBe knowledgeable of Front Office systems and know back up procedures and system recovery proceduresEnsures front line staff complies with FIT marketing techniques and maximize sales.Collect the comments of the guests and feedback to the department manager.Works with Superior and Director of Finance in the preparation and management of the Department’s budget. Show less Directs all aspects of the guest relations function to achieve the highest possible guest satisfaction to current and future VIPs through the best service we can offer to our PCR members、repeats and VIPS.Monitor all sections of front office to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departureEnsure Priority Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service through our good job.Pre block better room for PCR members、VIPS and repeats’.Fill the compliments order to relation departments, Inspects all VIP rooms prior to arrivalGreet VIP guests personallyLiaise with other departments and necessary outside contracts to ensure excellent service deliveryOversee maintenance of efficient repeat guest history systemSchedule and attend regular Priority Club and VIP guest cocktail parties and social engagements in an effort to further improve on service deliveryReview arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requestsOverall responsible for ensuring and maintaining the entire range of services offered for the Club Floor and Club Lounge with the aim to maximum guest satisfactionOrganize and conduct regular meeting for all Guest Relation’s staff to facilitate communications and smooth operationsPrepare efficient work schedule for Guest Relations Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departuresWorks with Superior and Human Resources on manpower planning and management needs Show less

  • Duty Manager

    Jan 2010 - Jun 2010

  • Guest Relations Officer

    Dec 2008 - Jan 2010

  • FO team leader

    Jun 2007 - Dec 2008

  • Guest Service officer

    Jun 2006 - Jun 2007
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  Hyatt Regency Jingjin City Resort and Spa

  Jun 2010 - now

  Duty Manager

  Report directly to FOM on all pertinent matters affecting customers services and hotel operation.Handle complaints.Assists Guest Relations in greeting, rooming, and sending off VIP guests.Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel.Provides functional assistance and direction to all departments.Supervises and directs Reception and Reservations personnel.Supports and assists Front Office personnel and all departments at peak periods. Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.Be knowledgeable of Front Office systems and know back up procedures and system recovery proceduresPromotes inter-hotel sales and in-house facilities.Promotes Gold Passport enrollments and make sure the qulity service to our loyalty guests.Fully conversant with all hotel emergency procedures.Collect the comments of the guests and feedback to the department manager.Night shift production of statements and to ensure that the department manager for the accuracy of information provided Show less