Ricky Lau

As an operations and coordination professional with expertise in hospitality, I have a proven track record of success in event and project management. I excel in facilitating efficient day-to-day operations and have developed a reputation for building successful relationships with team members and clients. With my strong communication skills and bilingual proficiency in Cantonese Chinese and Mandarin Chinese, I am able to effectively communicate with diverse stakeholders.

Throughout my career, I have demonstrated my ability to analyze data, coordinate projects, and provide exceptional customer service. I have successfully managed front office operations, including check-ins, checkouts, and resolving issues and complaints in a professional manner. I am experienced in operating various computer systems such as Opera, Synergy, Saflock, Visionline, and Kipsu to streamline processes and enhance guest communication. Additionally, I have a strong background in sales reporting and documentation, ensuring accurate and timely reporting of hotel daily income.

In my previous role as a Guest Services Agent and Night Auditor, I consistently received positive feedback from guests for providing quick and friendly service. I excelled in answering phone calls, assisting with questions and concerns, and resolving issues and complaints. I also demonstrated my attention to detail and financial acumen by reconciling and auditing hotel cashier transactions, reviewing and compiling reports, and ensuring the accuracy of guest billings and ledger transactions.

Prior to my experience in the hospitality industry, I worked as a Bilingual Passenger Service Agent for Worldwide Flight Services. In this role, I verified travel documents, weighed luggage, and provided bag tags to passengers. I collaborated with flight crew on inflight catering and fueling, and coordinated arrival and departure flights to ensure on-time boarding. My language skills were instrumental in assisting Customs and Border Control by translating Chinese to English.