Gahyun Kate Kim

• Provided exceptional care and personalized attention to VIP guests, ensuring their unique needs and preferences were met with the highest level of satisfaction.
• Proactively monitored and analyzed reviews on OTA websites, leveraging insights to identify areas for service process and systems enhancement. Regularly recommended innovative strategies to elevate guest experiences.
• Skillfully managed the guest lounge facilities, including overseeing the meeting room, to create a welcoming and functional environment for guests, fostering positive impressions and interactions.
• Shared tea expertise as a Chinese tea master with guest lounge members, enhancing their understanding of tea offerings for guests.
• Responded promptly and effectively to customer inquiries through various channels, including phone, email, and in-person interactions, maintaining a courteous and informative demeanor that reinforced the company's commitment to excellence.

Led comprehensive training sessions, imparting a service-oriented mindset and operational protocols to employee members of the guest lounge at Signiel Busan. Leveraged insights and expertise gained from successfully launching Signiel Seoul to enhance the training experience.

• Managed Room Division team, ensuring seamless daily operations at Lotte Arai Ski Resort in Japan.
• Trained staff in operational excellence and service-oriented mindset.
• Developed Japanese version of Lotte Hotel membership guide, resulting in increased engagement and membership enrollment among Japanese guests.
• Monitored and responded to guest reviews on official and OTA websites, ensuring continuous improvement in guest satisfaction.