Excel
Jacky Peng
Spa & Recreation
China
Summary
Accomplished professional delivering customer service excellence through active engagement. Friendly individual supervises spa staff and oversees daily operations. Creates positive spa atmosphere to bring more guests.
Overview
16
16
years of professional experience
3
3
Languages
Work History
Spa Receptionist
Ritz-Carlton Macau
11.2023 - Current
- Greeting and welcoming guests at spa reception
- Scheduling appointments and managing the appointment book
- Coordinated with therapists to ensure timely commencement of appointments, reducing wait times for clients.
- Promoted special offers and packages to increase revenue through upselling techniques.
- Maintained cleanliness of reception area, contributing to an inviting atmosphere for guests.
- Maintaining a welcoming environment and building strong relationships with guests.
Supervisor of Operations
Altira Spa
10.2021 - 07.2023
- Performing duties under the title of assistant manager
- Report to and work closely with senior manager
- Manage admin tasks, inventory and purchases
- Create team schedules and monitor attendance
- Supervise guest service agent, conduct team training, and assist senior therapist as needed
- Handle emergencies and report to manager
- Update checklists as needed, gather and act on guest feedback
- Keep up-to-date on hotel products and services, and brief front desk agents daily
Spa Supervisor
Wynn Macau
06.2015 - 09.2021
- Oversee daily operations
- Supervise Staff, and Maintain the spa facilities
- Work closely with the assistant manager, senior therapist and fitness consultant to ensure efficient operations
- Liaise with relevant departments to maintain the highest standards
Guest Service Agent
Wynn Macau
06.2012 - 06.2015
- Greeting and welcoming guests
- Scheduling appointments and managing the appointment book
- Providing accurate information and answering guest questions
- Resolving guest issues and complaint
- Maintaining a clean and organized reception area
Overnight Guest Service Agent
Wynn Macau
12.2010 - 05.2012
- Making appointments by answering the phone calls from guests and arrange therapists for in room massages
- Handling the concerned reports for guest service agent in the day as handover purpose
- Inputting the roster for all our spa team members
Male Attendant
Wynn Macau
12.2007 - 12.2010
- Greeting guests at male spa when they arrive
- Locker assignment and the introduction of wet facilities for guests
- Kept facilities clean, neat, and well-maintained
- Work closely with therapists, usher the right guests to right therapists
- Responded to all customer inquiries thoroughly and professionally.
Education
No Degree - Basic English
GDUFS
GuangZhou City 04.2001 -
Skills
Schedule Management
Spa operations
First Aid/CPR
Active Listening
Problem-Solving
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Delivering exceptional guest experiences and consistently achieving Forbes 5-star service ratings for more than 10 years in a row.
- 10 years of service excellence at Wynn Macau
Software
Spa soft , MMS, and Opera
Timeline
Spa Receptionist
Ritz-Carlton Macau
11.2023 - Current
Supervisor of Operations
Altira Spa
10.2021 - 07.2023
Spa Supervisor
Wynn Macau
06.2015 - 09.2021
Guest Service Agent
Wynn Macau
06.2012 - 06.2015
Overnight Guest Service Agent
Wynn Macau
12.2010 - 05.2012
Male Attendant
Wynn Macau
12.2007 - 12.2010
No Degree - Basic English
GDUFS
04.2001 -