KATTY PENG TONG
SAN FRANCISCO,CA
Summary
Dynamic and customer-focused professional with 15 years of experience in the hospitality and aviation industries. Proven ability to manage front office operations, lead diverse teams, and ensure superior guest satisfaction. Extensive background in airline safety protocols, in-flight service excellence, and hotel front desk management. Strong problem-solving skills, adaptability, and a passion for creating memorable experiences for travelers and guests alike
Hight energy, successful in building and motivating dynamic teams. Cultivates company culture in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive the company growth.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Front Office Manager
RIU Plaza Fisherman’s Wharf
01.2023 - Current
- Oversees the day-to-day operations
- Ensure smooth check ins and check outs process
- Managing staff schedules
- Managing payroll system
- Handling guest inquiries and complaints
- Maintaining a high level of customer service to provide great guest experience
- In charge of staff selection process & training
- Coordinate with other departments to guarantee seamless operations
Passenger Service Agent & Supervisor
Avianca & Copa Airlines – Swissport
02.2020 - 11.2021
- Supervise crew chiefs work of passenger service agents as they check in passengers
- Solve passengers and agents’ problems with check in and boarding process
- Responsible for conducting on job training to new team members
- Managing staff schedules
- Manage payroll system
- Check in passengers, inspect and verify passengers documents
- Operate equipment such as jet-bridge, scanners and airline software (Amadeus – Shares)
- Operational management and coordinated aircraft loading, flight plan and weight and balance documents
Flight Attendant
Avianca
11.2012 - 11.2019
- Performs preflight, through-flight and post-flight inspections of aircraft emergency, cabin and galley equipment
- Ensures cleanliness of aircraft interior
- Provides leadership, directions and assistance during an emergency
- Handle emergencies according to procedures
- Provide excellent customer service which exceeds passenger’s expectations
Flight Attendant
LAN
02.2010 - 10.2011
- Greet passengers, assist with seating assignments and carry-on luggage stowage and security
- Flexible to work varied schedules, including nights, weekends and holidays
- Calmly resolve passengers situations during the flight, including disorderly passengers and medical situations
- Actively looking for ways to exceed passengers expectations
Hostess & Slot Attendant
Golden Palace Casino
11.2004 - 10.2009
- Ensure guest satisfaction
- Attempt to limit problems related to guest excessive drinking by providing responsible alcohol service
- As a slot attendant I was in charged of paid out jackpots and solves slots machines problems
Education
Hospitality Management
San Ignacio De Loyola University
PeruMarketing
IPM (Peruvian Marketing Institute)
PeruSkills
- Trilingual - English, Spanish, Chinese (Cantonese)
- Critical thinking, problems solving skills and adaptability
- Great customer service, handling complaints and ensuring customer satisfaction
- Able to work under pressure, lead groups, teamwork
- Microsoft Office: Excel, PowerPoint, Word
- Amadeus and Shares reservations systems
Certification
- Trained in CPR and First Aid
- Trained and certificated in Airport operations - Avianca
Timeline
Front Office Manager
RIU Plaza Fisherman’s Wharf
01.2023 - Current
Passenger Service Agent & Supervisor
Avianca & Copa Airlines – Swissport
02.2020 - 11.2021
Flight Attendant
Avianca
11.2012 - 11.2019
Flight Attendant
LAN
02.2010 - 10.2011
Hostess & Slot Attendant
Golden Palace Casino
11.2004 - 10.2009
Hospitality Management
San Ignacio De Loyola University
Marketing
IPM (Peruvian Marketing Institute)
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