Kevin Lin
New York City,NY
Summary
Personable Guest Service Manager with skills in handling financial transactions and maintaining property management systems. Diligent team player committed to providing exceptional guest services and resolving common customer service issues. Detail-oriented with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
4
4
years of professional experience
Work History
Guest Service Manager
Hotel Hugo
06.2022 - Current
- Enhanced guest satisfaction by promptly addressing inquiries and providing personalized assistance.
- Streamlined front desk operations for improved efficiency, utilizing strong organizational skills.
- Increased repeat business by ensuring exceptional customer service and maintaining positive guest relationships.
- Collaborated with other departments to coordinate guest services, resulting in seamless experiences for guests.
- Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
- Managed team of front desk staff, fostering a supportive work environment and enhancing overall performance.
- Established strong rapport with VIP guests by providing personalized attention and anticipating their needs throughout their stay.
- Implemented procedures and services to improve hotel services and amenities.
Night Auditor
Sheraton Brooklyn New York Hotel, Aloft New York Brooklyn
03.2022 - 06.2022
- Enhanced guest satisfaction by efficiently managing night audit tasks and resolving issues promptly.
- Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- Provided exceptional customer service to overnight guests, addressing inquiries, and offering assistance as needed.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
Houseperson
Sheraton Brooklyn New York Hotel
03.2020 - 03.2022
- Enhanced guest satisfaction by maintaining a clean and orderly hotel environment.
- Assisted housekeeping staff in completing tasks efficiently for improved overall cleanliness.
- Managed trash removal and recycling efforts to maintain a sanitary property and reduce environmental impact.
- Performed minor maintenance tasks, contributing to the upkeep of the facilities.
- Ensured consistent quality of service by adhering to established housekeeping procedures and checklists.
- Increased hotel''s visual appeal by assisting in the upkeep of landscaped areas and exterior spaces as needed.
- Gathered linen supplies and organized linen closets for prompt room restocking.
- Refilled par stock of guest amenities and supplies in each housekeeping storage area.
Club Lounge Attendant
Sheraton Brooklyn New York Hotel
11.2019 - 03.2020
- Contributed to increased customer satisfaction ratings by maintaining a clean, organized, and well-stocked Club Lounge area.
- Enhanced guest experiences by providing personalized service and attending to specific needs.
- Promoted a welcoming atmosphere through friendly interactions and proactive assistance to guests in need of support or direction.
- Supported a safe environment by adhering to strict sanitation practices when handling food items or cleaning equipment and surfaces.
- Excelled at multitasking; simultaneously managed multiple responsibilities such as greeting guests, answering inquiries, monitoring inventory levels, and overseeing general lounge upkeep as needed.
- Completed daily side work and opening and closing duties without fail.
- Minimized customer service complaints by expertly managing customer expectations during busy periods.
- Managed inventory effectively, reducing waste while ensuring availability of all necessary items for guest enjoyment.
Education
No Degree -
New York City College of Technology
Brooklyn, NYHigh School Diploma -
Essex Street Academy
New York, NY06.2013
Skills
- Operations Management
- Guest Relations
- Complaint Handling
- Exceptional Communication
- Staff Training
- Guest Accommodations
- Strong leadership
- Adaptability and flexibility
- Problem-solving abilities
- Analytical thinking
Personal Information
Work Permit: Authorized to work in the US for any employer
Languages
Chinese (Mandarin)
Native or Bilingual
Timeline
Guest Service Manager
Hotel Hugo
06.2022 - Current
Night Auditor
Sheraton Brooklyn New York Hotel, Aloft New York Brooklyn
03.2022 - 06.2022
Houseperson
Sheraton Brooklyn New York Hotel
03.2020 - 03.2022
Club Lounge Attendant
Sheraton Brooklyn New York Hotel
11.2019 - 03.2020
No Degree -
New York City College of Technology
High School Diploma -
Essex Street Academy
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