JOUVETTE LONGE WANG
Dubai
Summary
Dynamic hospitality professional with a proven track record at Al Khoory Executive Hotel, excelling in guest relations and cash management. Adept at streamlining check-in processes to enhance customer satisfaction, while effectively resolving issues and providing exceptional concierge services. Committed to fostering a welcoming environment and optimizing team performance.
Overview
3
3
years of professional experience
1
1
Certification
Work History
GUEST SERVICE AGENT
AL KHOORY EXECUTIVE HOTEL
01.2023 - Current
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Collected room deposits, fees, and payments.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Greeted guests upon arrival and offered assistance.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Handled customer complaints to satisfy and retain guests.
- Managed check-in and check-out procedures for guests.
- Greeted guests upon arrival by providing warm welcome.
CONCIERGE SUPERVISOR
AL KHOORY SKY GARDEN
03.2022 - 03.2024
- Coached, supported and developed team with goal of continuous growth and skill improvement.
- Conducted competitive research to understand best practices and potential differentiators.
- Tracked and optimized team metrics such as overall production, conversion rates, product types and customer satisfaction.
- Implemented and developed ticketing support and phone systems.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Greeted guests upon arrival by providing warm welcome.
- Managed check-in and check-out procedures for guests.
- Facilitated and coordinated transportation services for guests.
- Assisted guests with variety of services and local attraction information.
- Assisted with luggage handling, valet services and concierge services.
Education
Bachelor of Science - BUSINESS MANAGEMENT
UNIVERSITY OF BUEA
CAMERROON12-2015
High School Diploma -
CCAS KUMBA
CAMEROON06-2012
Skills
- Guest check-in and check-out
- Guest service and assistance
- Hotel amenity information
- Hospitality services
- Cash management
- Guest relations
- Cash handling experience
- Lost and found management
- Concierge services
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
INSTITUTE OF HOSPITALITY ENDORSED TYPSY
Certificate
Interacting With Guest
Front Desk Check-in And Check-out
Introduction To Front Office
Customer Service Essentials
Front Desk Upselling
Cybersecurity Awareness
Teamwork Fundamentals
Interacting with Guest
Timeline
GUEST SERVICE AGENT
AL KHOORY EXECUTIVE HOTEL
01.2023 - Current
CONCIERGE SUPERVISOR
AL KHOORY SKY GARDEN
03.2022 - 03.2024
Bachelor of Science - BUSINESS MANAGEMENT
UNIVERSITY OF BUEA
High School Diploma -
CCAS KUMBA
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