Vivian Tsui Email & Phone Number

• Responsible for driving quality standards, ensuring stellar customer service and executing operational efficiencies which simplify/streamline the business across the centers in my cluster (approx. 208,000sqft). •Lead my teams through leading, coaching, developing, and assisting to resolve issues/barriers•Ultimately allowing my Community Managers and the center staff to focus on our products, their service levels, and most importantly our current and prospective customers; ultimately driving revenue and occupancy.• Handling the whole HK Team management including hiring coast and develipment•Project Management for center opening/renovation/closure including planning, overseeing and leading projects from ideation through to completion. Organisation and requires interaction with a range of internal and external stakeholders, most often managing several moving project parts simultaneously.

Hong Kong Sar

• Drives customer retention through great service and focused customer engagement• Maximizes customer satisfaction results through regular customer engagement and the highest levels of centre standards• Handles customer concerns/ inquires promptly and thoroughly• Organizes regular community events to optimize networking possibilities • Conducting customer needs analysis meetings, selling the range, and touring customers• Ensures that all daily service charges are captured and entered into the billing system on a daily basis.• Implements new company initiatives, including the implementation of new tools and systems to improve efficiency

• Founding member for a highly scalable education related start-up project• Responsible for the whole project including sales(b2b), operation(b2c), marketing, IT development to ensure project hit the company KPI• Lead a sales & operation team; to source new potentials clients, managing daily operation • Generate lead (over 800+ centres); Assign leads to teammate, develop relationships and drive the team to hit sales target• Build a strategy for the team to grow business within new territories and implement at light speed • Update and analysis all reports and communicate to the management regularly • Handling team management including hiring coast and development • Analysis project & performance

Hong Kong

• Taking centre (over 3000 sqm with multiple floors) responsibility for sales, operation, marketing, client’s relation to ensure workplace running smoothly• Handling team management include hiring coast and development• Drives revenue by effectively and consistently selling all products with cost control• Event planning in developing customer relationship and networking• Analysis centre operation & sales performance and occupancy• Keep abreast of the local market by attending networking events and building channel relationship with commercial brokers

Hong Kong

• Start with community associate and be the first point of contact with the client and take responsibility for customers services, administration and reception duties• Promoted as community manager in 2017 and taking responsibility for the operation, client’s relations• Renewal handling for retaining customers and pricing negotiation• Handle team management include coaching, trainer and development• Managing over 80 serviced office clients and over 100 virtual account and global memberships• Opening a new centre and expansion and close centre• Monitoring of centre billing to avoid any bad debt cases

Hong Kong

•Be the first point of contact for our clients and will be responsible for providing customer service, administration and reception duties;•Conduct routine inspection of the premises and arrange preventative maintenance / remedial repairs;•Manage and liaise with building management office and other professionals to provide comprehensive service to clients;•Managing centre daily operation;•Supervise contractors to carry out cleaning, renovation and maintenance work;•Ensure the professional and top quality services are provided to our clients according to Regus standards and procedures.•Provides a great environment for our customers by taking pride in continually keeping the centre “show ready” by ensuring the business lounge, conference rooms, show offices and common areas are spotless and prepared for our next guests at all times•Demonstrate a true passion for customer service by proactively seeking ways to surprise and delight our customers and guests, always going above and beyond

Hong Kong Sar

• Assisted 800+ guests daily in check-in and out and ensure the service quality to meet the company hospitality level.• Provided services exceeding guest expectations, room transfer, and hotel amenities• Exceptional Guest Experience, delivered to satisfy the needs of a VIP guests. Identified and upgrade high profile guest- promised hotel facilities and amenities (executive lounge) to achieve higher group revenue• Actively listen and resolve guest complaints

•Manage the reception area by projecting a professional company image and coordinate with different department•Greeting and welcoming visitors•Answer all incoming phone calls in a professional manner and transfer calls to appropriate persons and answer general queries directly where possible•Provide administrative support, i.e. coordinate bookings with the meeting rooms•Arrange general repair/ Maintenance services with the building management

Manchester, United Kingdom

Part-time job throughout university studies:Responsible for providing an excellent first impression of the establishmentMaintain an inventory of vacancies, reservations and room assignmentsCheck in and receive payment for roomsProvide a focal point for all guest enquiries - special requestPre registration and blocking of reservations when necessary - prepare group reservationComply with unit cash handling, credit and check cashing policies and proceduresComply with room selling strategies, current sales strategy, special rates, promotions, cancellation and walk procedures etc.Provide information regarding services available and respond to guests' complaints by letter, by telephone and in person

Heathrow Windsor Marriott

This is a part of my study course, a year placement experience in a hotelResponsible for providing an excellent first impression of the establishmentMaintain an inventory of vacancies, reservations and room assignmentsCheck in and receive payment for roomsProvide a focal point for all guest enquiries - special requestPre registration and blocking of reservations when necessary - prepare group reservationComply with unit cash handling, credit and check cashing policies and proceduresComply with room selling strategies, current sales strategy, special rates, promotions, cancellation and walk procedures etc.Provide information regarding services available and respond to guests' complaints by letter, by telephone and in personTake active responsibility for the training of new staff to ensure all job skills are meet the hotel standardsTake extra responsibilities for breakfast vouchers upselling, passport to success training ( internal company training programme) to ensure all staff had been trained and reach the hotel standard

Hong Kong

As a reservations agent during placementBe a operatorMake the reservationAnswer guest enquirersReply emailsManage bookings - groups and all individuals

Bachelor'S Degree, Hospitality Management

Business and Enterprise, Food and Beverage Management, People Management and Development, Nutrition and Product Development, Placement.

Hospitality Management, Hospitality Management

Managing Front Office Operations & Practices, Business and its Environment, Hospitality Today, Core Learning Skills for Continuous.