Summary
Overview
Work History
Education
Skills
Timeline
Generic

Heng Wong

San Francisco,CA

Summary

Proven leader in high-pressure environments, adept at boosting guest satisfaction and streamlining operations. At Marriott International, Inc., I leveraged my problem-solving skills and guest services expertise to enhance customer loyalty and operational efficiency. Skilled in cash handling and fostering positive guest relations, my approach consistently resulted in commendations for outstanding performance and increased safety awareness.

Overview

27
27
years of professional experience

Work History

Front Desk Agent

Marriott International, Inc.
07.2004 - Current
  • Collected room deposits, fees, and payments.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
  • Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
  • Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
  • Increased customer loyalty with exceptional communication skills and personalized service.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Used internal software to process reservations, check-ins and check-outs.
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
  • Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
  • Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
  • Maintained clean and organized front desk areas to uphold polished company image.
  • Facilitated smooth guest experiences by coordinating with multiple departments across the property.
  • Confirmed important personal and payment information for compliance with security and payment card industry standards.
  • Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
  • Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
  • Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
  • Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.

Loss Prevention Officer

Corporate Security Services
12.2001 - 04.2004
  • Completed incident reports and activity logs for accurate, current records.
  • Patrolled store premises to detect and prevent shoplifting and security breaches.
  • Monitored employee compliance with company policies, promptly addressing any violations or concerns as needed.
  • Conducted daily store walk-throughs to identify potential security risks.
  • Responded quickly to emergency alarms and calls for assistance for improved issue prevention.
  • Investigated and documented thefts and suspicious activity to improve issue prevention.
  • Observed video surveillance systems for prompt emergency response.
  • Served as a key point of contact for staff members, addressing any loss prevention-related questions or concerns in a timely and professional manner.
  • Prevented unauthorized access to sensitive areas by maintaining strict key control procedures throughout the facility.

Aviation Life Support Servicemen

U.S. Navy Active Duty
11.1997 - 11.2001
  • Supervised a shop of 3 personnel. I was overall responsible for Quality Assurance on all safety procedures while testing and packing survival items such as life rafts, life preservers, Oxygen masks, Oxygen tanks, and any Emergency Egress device for the Squadron's helicopters or fighter jets that was assigned to our ship.
  • Boosted morale within the unit through open communication channels and by fostering a positive work environment.
  • Upheld the highest standards of professionalism and integrity while representing the military in both domestic and international settings.
  • Contributed to mission success by maintaining high readiness levels for all assigned equipment and systems.
  • Demonstrated strong leadership capabilities while serving as acting supervisor during multiple deployments.
  • Developed comprehensive training materials for new recruits, expediting their integration into the team's workflow efficiently.
  • Increased safety awareness within the unit by conducting regular trainings and promoting adherence to safety protocols.
  • Received numerous commendations for outstanding performance in both individual tasks and collective efforts as part of a cohesive unit.
  • Fostered strong relationships with civilian contractors by providing reliable support services when required.
  • Ensured proper inventory management, tracking parts usage, and ordering necessary supplies to maintain optimal stock levels.
  • Mentored junior servicemen, improving their technical skills and overall job performance.
  • Reduced equipment downtime through diligent repair work and prompt response to service requests.
  • Operated hand and power tools, equipment, and instrumentation according to guidelines.
  • Enhanced team efficiency by streamlining maintenance procedures and implementing a preventive maintenance schedule.
  • Inspected and evaluated systems for operational status, repair needs and maintenance requirements.
  • Performed thorough diagnostics on malfunctioning equipment, identifying root causes and executing timely repairs.
  • Exceeded quality assurance standards during annual inspections, showcasing an exceptional attention to detail in all tasks performed.
  • Maintained strict compliance with environmental regulations while managing waste disposal processes.
  • Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
  • Inspected equipment to diagnose operational issues.
  • Adhered to safety protocols and policies to reduce workplace hazards.
  • Maintained accurate records of service calls and customer interactions for training and accountability purposes.
  • Evaluated systems according to predetermined checklist and noted issues.
  • Performed preventive maintenance and repairs on various types of equipment.
  • Supervised maintenance functions, working collaboratively with sanitation crews on shop floor upkeep and repairs.
  • Completed preventive maintenance on machines to enhance production and maintain quality.

Education

High School Diploma -

City College San Francisco
San Francisco
1993

Skills

Customer Service

Guest Services

Problem-solving skills

Cash Handling

Hospitality services

Time Management

Guest Relations

Oral and written communications

Guest accommodations

Listening Skills

Administrative Skills

Timeline

Front Desk Agent

Marriott International, Inc.
07.2004 - Current

Loss Prevention Officer

Corporate Security Services
12.2001 - 04.2004

Aviation Life Support Servicemen

U.S. Navy Active Duty
11.1997 - 11.2001

High School Diploma -

City College San Francisco

Similar Profiles

CREATE PROFILE
Heng Wong