Wai Lam LEE

• Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
• Greeted guests upon arrival and offered assistance.
• Provided general support to sales person in order to provide smooth sales closing.
• Answered guest inquiries and provided information.
• Maintained the showroom always in high quality and standard, ensure the showroom is presentable and all facilities are in good condition.
• Provided administrative supports eg order stationeries, data entry, drafting reports using MS software, using MS outlook or telephone to get connect with other departments and several service providers.
• *Arranged staff rosters and generated staff attendance report to maintain showroom daily operation

*During my time in BMW Hong Kong, I am the only person who responsible for the tasks. I need to draft two rosters monthly, one for sales person, one for my colleagues who have same position with me. And the rosters may have several changes depends on different events.

Same tasks and duties as Guest Relations Officer.

• Greeted visitors and customers upon arrival, processed general check-in and check-out to individual customers and tour groups.
• Answered incoming calls and provide information
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Addressed public questions, complaints and requests and provided necessary assistance.
• Collected, arranged, and input information into database system.
• Evaluated customer needs and feedback to drive product and service improvements.
• Attended daily meeting with the department manager and report to them regarding room condition, occupancy rate, room rate and anything needs extra attention.

Same tasks and duties as Senior Guest Services Officer

• Remained calm and poised when dealing with difficult customers or during busy shifts.
• Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
• Greeted new customers, discussed specials, and took drink orders.
• Maintained customer satisfaction by clarifying questions about orders and specialty items.

• Remained calm and poised when dealing with difficult customers or during busy shifts.
• Kept server areas clean and stocked to increase efficiency while working tables.
• Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
• Bussed and reset tables to keep dining room and work areas clean.
• Maintained customer satisfaction by clarifying questions about orders and specialty items.