Szeto Yuk Wa, Winnie
Richmond,BC
Summary
Dynamic and adaptable professional with strong critical thinking skills and a methodical approach. Skilled in hospitality and business practices, leadership, and problem-solving. Proven ability to build and motivate teams, foster excellent customer relations, and drive company success. Dedicated to continuous self-development and thriving in challenging environments.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Account Specialist
Jox's Communication Limited
10.2023 - Current
- Cultivating and nurturing client relationships while driving revenue growth and exceeding sales targets
- Responding to phone calls and messages from clients, addressing inquiries, concerns, and requests for assistance in a timely and professional manner, coordinating with internal teams to resolve issues effectively
- Identifying client needs, developing customized solutions, and delivering exceptional service to optimize client satisfaction and retention
- Adept at collaborating cross-functionally with internal teams to ensure seamless execution of projects and initiatives
Service Manager
Kowloon Shangri-La Hong Kong
12.2021 - 07.2023
- Overseeing the daily operations of 2 restaurant outlets and pop-up counters
- Coordinating with group of management on promotion planning, administrative preparations, budget control, etc
- To be able making prompt and reasonable decisions
- Proposed business strategies by reviewing the daily revenue reports, market research and comparison thus strive twofold revenue steadied within 6 months
- Open communication, actively demonstrate teamwork and implementing direction so as to lead our team in delivering excellent service in line with the highest quality 5-star hotel standards
- Creating guest experience and handling their complaints through guest feedback, service recovery and satisfaction enhancement are essential to exceed their expectation
Business Operations Support
Hewlett-Packard (HP) Company
03.2021 - 11.2021
- Supporting business operations in Managed Print Services
- Mainly focus on assisting Small Medium Business as well as some furtherance for Enterprise Solution
- Identified issues, analyzed information, provided solutions to problems, recommended and oversaw strategic initiatives such as pricing calculation, margin forecast, case methods, deal procedure, etc
- Skilled at working independently and collaboratively in a team environment
- Work collaboratively close with worldwide partnership, wholesalers and resellers on complex and integrated logistic matters, including stock forecast, pre-ordering, order processing, etc
- Successfully managed and processed over 60 deals of corporate business accounts in deployment matters within 4 months
- Conducting all tasks in the corporate-focused sales team including account setup, approval granted, obtained legal advice, prepared Statement of Work (SOW), hire purchase and leasing application, etc
- Report quarter financial data monthly and counsel business development-focused meeting are initiated business strategies
Sales Associate
Mandarin Oriental Hong Kong
03.2018 - 08.2020
- An all-rounded job role required comprehensive performance including food and beverage, room divisions and sales elements
- Managed both sales and services matters, including numerous of daily orders, cashier shift assignment, complaints and ad hoc situations handling
- Engaged relationship with potential guests in order to retain the loyalty
- Deal with personalized orders via email, phone calls or guest in person
- Collaborated with different departments and vendors to shape the delivery orders, organize and monitor online orders through internal systems
- Served as representative participating monthly HACCP meeting and implemented execution to the team
- Supervised junior associates such as interns and new joiners on daily operations
Guest Experience Assistant
InterContinental Grand Stanford Hong Kong
09.2017 - 01.2018
- Oversaw guest relations efforts such as managed relationship with in-house guests and returning guests, documented daily VIP arrival and departure reports, prepared amenities and welcome letter according to the membership categories, scheduled limousine services upon arrival and departure, conducted check-in and check-out procedures, introduced hotel facilities and provided hotel tour as expected, arranged booking of meeting and conference rooms, etc
- Ensured all the welcome and farewell were perfectly in an appropriate manner
- Maintained positive internal and external relationships, professional, friendly attitude towards guests and colleagues
Floor Lead & Operations Trainee
Hong Kong Disneyland Resort
06.2015 - 07.2017
- Joined a 15-month Management Trainee Program and rotated to several departments in Room Divisions
- Excursions, conference, sightseeing and ceremonies had been organized
- Established and managed some events that monitoring by senior managers and department heads though weekly and monthly meetings
- Operation shadowing by managers and supervisors
- Served as housekeeping supervisor for leading the department comprising approximately 70 cast members
- Responsible for room assignment and supervision up to 90 rooms per day, briefing with subordinates, decorating room themes regarding to the reserved packages, daily meetings with executive housekeeper and managers, etc
- After 1.5 years of contributions and achievements, a commendable opportunity for being a part of the grand opening team executing the grand opening project of 3rd hotel called Disney Explorers Lodge was granted
Education
BA (Hons) in International Hospitality Management -
Swiss Hotel Management School
Leysin, Switzerland01.2015
Advanced Diploma in Hospitality Management -
Royal Brisbane International College
Hong Kong, China03.2011
Skills
- Microsoft Office proficiency
- Opera & InfoGenesis POS system
- Reliable, Responsible, Professional & Courteous
- Guest Relationship Development & Engagement
- Teamwork & Collaboration
- Negotiation & Conflict Resolution
- SOP Setting & KPI Monitoring
- Business Planning & Development
Certification
- Certificate in Shangri-La Group Moments of Joy Program
- Foundation Certificate in Wedding & Banquet Planning
- Certificate in Microsoft Excel Functions & Expert Workshop
- Certificate in Basic Security Guard Training Program
- Certificate in Zurich Marriott Hotel Recognition Program
Internship
- Zurich Marriott Hotel - Executive Lounge Trainee
Zurich, Switzerland 09/2013 - 01/2014
- Scent of Bamboo Restaurant - Service Trainee
Zurich, Switzerland 06/2012 - 12/2012
Languages
English
Chinese (Cantonese)
Chinese (Mandarin)
French
German
References
- Jason Yam
Catering Support Services Manager
The Hong Kong Jockey Club
+852 9276 7932
- Silke Krautwig
Executive Lounge Supervisor
Zurich Marriott Hotel
+41 (0)44 360 7081
- Chris Lang
Director of Room Operations
Zurich Marriott Hotel
+41 (0)44 360 7204
- Vivian Cham Vee Veng
Restaurant Manager
Scent of Bamboo Restaurant
+41 (0)78 789 7893
Timeline
Account Specialist
Jox's Communication Limited
10.2023 - Current
Service Manager
Kowloon Shangri-La Hong Kong
12.2021 - 07.2023
Business Operations Support
Hewlett-Packard (HP) Company
03.2021 - 11.2021
Sales Associate
Mandarin Oriental Hong Kong
03.2018 - 08.2020
Guest Experience Assistant
InterContinental Grand Stanford Hong Kong
09.2017 - 01.2018
Floor Lead & Operations Trainee
Hong Kong Disneyland Resort
06.2015 - 07.2017
BA (Hons) in International Hospitality Management -
Swiss Hotel Management School
Advanced Diploma in Hospitality Management -
Royal Brisbane International College
Similar Profiles
P SrinidhiP Srinidhi
Sr. Customer Tech Support & CXM at Cloud Connect Communication Private Limited (SAAS, Cloud Communication)Sr. Customer Tech Support & CXM at Cloud Connect Communication Private Limited (SAAS, Cloud Communication)
VANDHANA MVANDHANA M
Consultant at Prompt personnel private limited(At Client location-Tata Communication Limited)Consultant at Prompt personnel private limited(At Client location-Tata Communication Limited)
Sagar Babasaheb ParjaneSagar Babasaheb Parjane
Senior Executive at Tata communication transformation limitedSenior Executive at Tata communication transformation limited