Annie Lan
Brooklyn,NY
Summary
Experienced hospitality professional with a proven track record in delivering exceptional guest experiences and resolving issues promptly. Developed strong communication and multitasking abilities through experience, ensuring effective guest interactions and seamless operations, bringing valuable skills in customer service and conflict resolution. Personable and reliable with a passion for providing exceptional guest experiences and maintaining a positive atmosphere. Committed to enhancing guest satisfaction and contributing to a welcoming environment.
Overview
2
2
years of professional experience
Work History
Guest Services Agent
The Wall Street Hotel
06.2024 - Current
- Maintained strong relationships with guests, addressing concerns promptly and effectively to ensure repeat business.
- Developed strong rapport with returning guests, providing personalized service that led to increased positive reviews online.
- Handled guest complaints with professionalism, resolving issues promptly to retain customer loyalty.
- Ensured smooth communication between departments by relaying important information about guest preferences or special requests in a timely manner.
- Leveraged knowledge of local attractions and amenities to provide tailored recommendations for guests, enhancing their overall stay experience.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Increased hotel revenue by effectively upselling room upgrades, amenities, and additional services.
Hostess
State Grill & Bar
02.2024 - 05.2024
- Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Reduced wait times for guests by effectively coordinating with other team members during peak hours.
- Minimized customer service complaints by expertly managing customer expectations during busy periods.
Front Desk Agent
Aloft Downtown Brooklyn Hotel
05.2023 - 02.2024
- Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
- Passionate about learning and committed to continual improvement.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Boosted guest loyalty with attentive assistance, personalized recommendations, and genuine interactions.
- Provided exceptional customer service for a memorable stay, addressing guest inquiries and resolving issues promptly.
- Continuously updated knowledge on local attractions, restaurants, and transportation options to provide relevant recommendations for guests seeking guidance.
Education
High School -
Centro Educativo Monte Horeb High School
06.2022
Skills
- Customer Service Experience
- Punctual
- Efficient
- Multitasker
- Computer Proficient
- Fast Learner
- Guest communication
- Patience and composure
Organizations
- Centro Educativo Girls Soccer Team
- Centro Educativo Girls Volleyball Team
Hobbies and Interests
- Gaming
- Sports
- Reading
- Fitness
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Cantonese
Professional Working
Timeline
Guest Services Agent
The Wall Street Hotel
06.2024 - Current
Hostess
State Grill & Bar
02.2024 - 05.2024
Front Desk Agent
Aloft Downtown Brooklyn Hotel
05.2023 - 02.2024
High School -
Centro Educativo Monte Horeb High School
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