Summary
Overview
Work History
Skills
Certifications
Certification
Languages
Timeline
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GRACE THEINGI MAY

GRACE THEINGI MAY

DUBAU,DUBA

Summary

Detail-oriented customer service professional bringing demonstrated success in transforming challenges into customer satisfaction. Over 4 years of guest service experience in hospitality industry. Personable Guest Services Agent skilled in communicating with guests to provide information, resolve challenges and deliver exceptional service. Well-versed in hotel operations and guest account management illustrated over 4 years of industry experience.

Overview

5
5
years of professional experience
1
1
Certification

Work History

GUEST EXPERIENCE EXPERT

JW MARRIOTT MARQUIS HOTEL DUBAI
12.2022 - Current
  • Demonstrated leadership by guiding colleagues in adhering to Marriott procedures
  • Effectively resolved guest issues, showcasing leadership and problem-solving abilities
  • Spearheaded process improvements to elevate guest experiences, showcasing initiative and innovation
  • Mentored team members in providing exceptional customer service, fostering a culture of excellence
  • Adapted reservation procedures to align with business needs, displaying flexibility and strategic thinking
  • Handled sensitive issues with leadership, ensuring diplomacy and confidentiality
  • Fostered a collaborative and positive work environment, leading by example and building strong relationships
  • Inspired team members to engage guests in meaningful conversations, enhancing overall guest satisfaction
  • Demonstrated leadership by warmly welcoming and acknowledging guests, setting a standard for hospitality excellence.

FRONT DESK AGENT

LOTTE HOTEL YANGON
01.2022 - 12.2022
  • Provide smooth check-in/check-out and accurate information
  • Exceed guest expectations with exceptional service
  • Maintain guest database and understand membership program
  • Follow procedures for arrivals, safety deposit boxes, and late check-outs
  • Keep daily records of guest accounts and offer assistance as needed.

CUSTOMER SERVICE EXECUTIVE

YANGON DOOR2DOOR
07.2020 - 01.2022
  • Understand customer needs for strong relationships
  • Attract new customers to boost sales
  • Resolve complaints quickly
  • Plan long-term customer support strategies
  • Ensure staff follow service standards
  • Help recruit and train new employees
  • Advise on tech for better support.

GUEST SERVICE OFFICER

SOFITEL INLE LAKE ACCOR GROUP
01.2019 - 06.2020
  • Manage guest database and preferences using Opera PMS
  • Distribute Guest Recognition programs and reports
  • Ensure smooth check-in/out process and promptly meet guest needs
  • Maintain front office tasks, support Manager, and drive customer loyalty
  • Research market trends for service improvement
  • Utilize local knowledge to promote hotel.

Skills

  • Patience and composure
  • Exceptional communication
  • Upselling strategies
  • Feedback implementation
  • Guest Services
  • Guest communication
  • Guest complaint resolution
  • Complaint Handling
  • Team member development
  • Reservation Management
  • Training and mentoring

Certifications

  • Hospitality Front Operation Level 1, 02/2016
  • Hostility Leadership American Hotel & Lodging Educational Institute

Certification

  • ROOMS CONTROLLER CROSS TRAINING, JW MARRIOTT MARQUIS HOTEL DUBAI - 2024

Languages

English
Bilingual or Proficient (C2)

Timeline

GUEST EXPERIENCE EXPERT

JW MARRIOTT MARQUIS HOTEL DUBAI
12.2022 - Current

FRONT DESK AGENT

LOTTE HOTEL YANGON
01.2022 - 12.2022

CUSTOMER SERVICE EXECUTIVE

YANGON DOOR2DOOR
07.2020 - 01.2022

GUEST SERVICE OFFICER

SOFITEL INLE LAKE ACCOR GROUP
01.2019 - 06.2020

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GRACE THEINGI MAY