Phyllis Lai Email & Phone Number

Orlando, Florida, United States

Orlando

Oversaw 16 front desk agents at a 650 room, 4-Diamond resortArranged room assignments by taking into account guests needs and requests.Engaged in guest recovery situations by listening, empathizing, rectifying, and supplying fair compensation when necessary.Supported the team by empowering them to create authentic experiences and assisting them in going the extra mile.Multitasked between telephones, current guest situations, daily operations, and future tasks in a high volume setting

Orlando, Florida, United States

Created lasting impressions on new and repeat guests by providing service that exceeded standards.Collaborated with all relevant hotel departments to satisfy guest requests. Remained current on any and all hotel information and changes.Processed cash handling and processing payments without discrepancies.Proficient in Opera V5, Opera Cloud, Alliants, Alice, and HotSOS.

Madeira Beach, Florida, United States

Oversaw 3 front desk agents, at a 72 room boutique hotelSupported the General Manager and Front Office Manager in day-to-day operations with effective organization and communication. Analyzed, investigated, and resolved guest complaints to guarantee satisfactory resolution.Trained employees to comply with current hotel procedures and standards.Assisted in creating flexible monthly schedules, creating good work-life balance for all.Acted in capacity as the Point of Contact for all group sales department and creating group blocks.

South Pasadena, Fl

Established efficient workflow processes and streamlined daily needs and operations. Cultivated personal relationships with patrons to create a welcoming environment.Successfully utilized upselling techniques to boost pro-shop revenue.

Lake Buena Vista, Fl

Professionally enforced guests’ adherence to pool rules and guidelines.Performed rescues in the event of drowning or swimming accidents.Continuously tested personal skills to stay updated both in water and on land care.

Hong Kong

Implemented curriculum with life-based approach.Kept learning environments focused, inclusive and supportive at all times.Prepared instructional materials for group and one-on-one use.Maintained student safety in classroom and outside environments.

Ocoee, Fl

Operated a cash register for cash, check and credit card transactions with 99% accuracy.Engaged with customers in a sincere and friendly manner.Stocked and replenished merchandise according to store merchandisinglayouts.

Master Of Business Administration - Mba, Business Administration And Management, General

Bachelor’S Degree, Chinese Language And Business, 3.0

Activities and Societies: Florida State Women's Club Volleyball 2013 - 2016 Florida State Women's Club Volleyball Board Member 2015 - 2016

High School Diploma, 3.4

Activities and Societies: Varsity Volleyball 2008 - 2012 Neighbor's Link Volunteer 2010 - 2011