Liqi Cai
Guest Services Manager
Huangshi
Summary
Dynamic Guest Services Manager with Viking River Cruises, skilled in team management and guest relations. Enhanced guest satisfaction through effective complaint handling and personalized service, leading to improved guest experiences. Proven ability to train staff and uphold brand standards while fostering a collaborative team environment. Personable Guest Service Manager with skills in handling financial transactions and maintaining property management systems. Over 6 years of customer service experience and extensive knowledge of hotel operations and procedures. Builds supportive work environments that boost staff efficiency.
Overview
8
8
years of professional experience
2
2
Languages
Work History
Guest Services Manager
Viking River Cruises
03.2018 - Current
- To provide at all times an excellent guest service, maintaining high standards and consistency of outstanding customer service, monitoring of all guest services-related tasks and supervising and coaching the guest services team. Implemented procedures and services to improve hotel services and amenities.
- Outstanding flexibility: must be able to work alone, in different shifts (day time or night time) as scheduled by the management, under pressure and reflect at all times, even under difficult conditions, a positive can-do attitude and the best image of Viking.
- Cross-department collaboration, preparation of opening and closing ship at start and end of season, dealing with all day-to-day hotel operations.
- Operate IT systems (MXP, Anveo) for guest check entry/management; use Microsoft Office proficiently; assist Hotel Manager with admin work, customs docs, cruise and monthly reports.
- Lead team to hit departmental KPIs; partner with Hotel Manager to set stretch goals/improvement plans, share KPI results and propose optimizations.
- Full knowledge about safety & security procedures, Participations in all training concerning safety & security, fire prevention, evacuation exercises.
Education
Junior College Diploma - English Nursing
Hubei Polytechnic University
Huangshi, HubeiSkills
- Team management
- Guest relations
- Complaint handling
- Operations management
- Exceptional communication
- Staff training and development
- Money handling
- Brand standards adherence
- Financial monitoring
Timeline
Guest Services Manager
Viking River Cruises
03.2018 - Current
Junior College Diploma - English Nursing
Hubei Polytechnic University
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