Kapek "Amy" Lio
Calgary,AB
Summary
Extensive hospitality background, spanning roles from appointment management to seamless hotel and spa service coordination. Proficient in task coordination, staff training, and unwavering commitment to exceptional customer service.
Overview
10
10
years of professional experience
Work History
Spa Receptionist
Queen Hotel & Spa
07.2021 - 11.2022
- Managed appointment scheduling for multiple therapists
- Handled POS sales for services and retail products
- Handled payments and processed credit card transactions.
- Responded to and returned phone calls, voice messages, text messages, social media messages, and emails
- Sent appointment reminders to clients for unconfirmed appointments
- Organized and maintained client files, consent forms, and daily appointment paperwork
- Entered new client files into system and set up alerts for special instructions
- Assisted in opening and closing spa
- Redecorated and stocked retail shelves
- Fulfilled online sales
- Provided training to new staff members.
Front Desk Agent
Crowne Plaza
07.2019 - 03.2020
- Performed check-in and check-out tasks for hotel guests
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Managed online and phone reservations
- Informed customers about payment methods and verified their credit card data
- Registered guests, collected necessary information, and provided seamless arrival experience
- Shared information about hotel, available rooms, rates, and amenities
- Addressed guest issues professionally and in timely manner
- Coordinated with housekeeping staff to ensure rooms were ready for guest arrivals
- Confirmed group reservations and arranged personalized services for VIP customers and event attendees
- Upsold additional facilities and services when opportunities arose
- Maintained updated records of bookings and payments.
Club Service Coordinator
Anantara Vacation Club
07.2014 - 03.2016
- Reserved hotel accommodations for VIP Club Point owners
- Suggested hotel properties and activities for guests' desired destinations
- Provided detailed information about upcoming hotel stays
- Managed and reserved special requests such as transportation and restaurant bookings
- Handled phone calls, emails, and guest issues professionally
- Ensured proper handling and recording of guest issues
- Referred new members to Marketing department
- Communicated Club point earnings summary and club-related information to members.
Housekeeping Coordinator
Marriott Marquis City
- Monitored inventory and placed orders accordingly
- Updated and distributed schedules for Room Attendants
- Maintained room status and checked overdue rooms
- Prepared and organized reports
- Conducted daily morning meetings with Housekeeping team
- Organized weekly employee appreciation events.
Host
Banyan Tree Angsana Velavaru Hotel & Resort
06.2012 - 02.2013
- Welcomed and escorted guests to their rooms, addressing their inquiries and providing information about services and activities
- Managed guest request traces and kept guests updated
- Promoted packages and products to guests
- Assisted guests with friendliness and professional hospitality
- Prepared daily arrival and departure lists
- Made courtesy calls and confirmed guest flight departure details
- Maintained clean and organized workspace
- Prepared and filed daily reports for management
Education
Master of Science - Hospitality And Tourism Management
IMI International Hotel Management Institute
Luzern, Switzerland12.2012
Bachelor of Science - Hospitality And Tourism Management
IMI International Hotel Management Institute
Luzern, Switzerland12.2011
Skills
- Customer Relationship Management
- Telephone Support
- Interpersonal Communication Skills
- Appointment Scheduling and Management
- MS Office Expertise
- Time Management
- POS Systems
- Service Promotions
Languages
Chinese (Mandarin)
Native or Bilingual
Chinese (Cantonese)
Native or Bilingual
Timeline
Spa Receptionist
Queen Hotel & Spa
07.2021 - 11.2022
Front Desk Agent
Crowne Plaza
07.2019 - 03.2020
Club Service Coordinator
Anantara Vacation Club
07.2014 - 03.2016
Host
Banyan Tree Angsana Velavaru Hotel & Resort
06.2012 - 02.2013
Housekeeping Coordinator
Marriott Marquis City
Master of Science - Hospitality And Tourism Management
IMI International Hotel Management Institute
Bachelor of Science - Hospitality And Tourism Management
IMI International Hotel Management Institute
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