Lu Zeng
Guest Service Agent
Guangdong,CQ
Summary
Professional with experience in guest services, prepared to elevate customer experience through strong interpersonal and problem-solving skills. Valued for team collaboration and flexibility in meeting changing needs, ensuring reliable performance and consistent results. Skilled in communication, conflict resolution, and providing exceptional service, bringing positive and proactive approach to every interaction.
Overview
2026
2026
years of professional experience
Work History
Guest Services Agent
Conrad Maldives Rangali Island
2024 - Current
- Assisted guests with check-in and check-out processes to ensure smooth arrivals and departures.
- Responded promptly to guest inquiries, resolving issues efficiently and enhancing overall satisfaction.
- Managed reservation systems, ensuring accuracy in bookings and efficient handling of cancellations.
- Provided information on local attractions, dining options, and hotel amenities to enhance guest experience.
- Coordinated with other departments to address guest requests promptly and effectively.
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Collected room deposits, fees, and payments.
- Maximized revenue by upselling room upgrades and additional services.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Managed group bookings to ensure seamless organization of events and accommodations.
- Developed strong relationships with repeat customers, fostering loyalty and return visits.
- handle Opera related queries for guest reservations..
- looking after guest from arrival till departure providing professional and excellent service throughout their stay.
English teacher
Huangbei Middle school
09.2023 - 2024
- Impart knowledge and educate students
- Helping students master basic knowledge such as vocabulary, grammar and pronunciation.
- Designing classes (e.g., group discussions, reading activities) to improve students’ practical English use.
- Correcting homework, assessing students’ learning progress and giving targeted feedback.
- Developed comprehensive lesson plans aligned with curriculum standards to enhance student engagement.
- Mentored new teachers, providing guidance on classroom management and instructional techniques.
GRO
Paralloge Hotel
04.2022 - 08.2023
- 1. Contact with guests and arrange airport pick-up service before arrivals.
- 2. Take care of guests needs range from hotel amenities to activity arrangements and sales
- Worked effectively in fast-paced environments.
Butler & Receptionist
Hideaway Beach Resort & Spa (Maldives)
10.2016 - 07.2020
- 1.Check in and check out for the guest, familiar with Opera system, dealing with daily Email.
- 2.Answer the phone calls from internal and external. As well as all inquiries from guests.
- 3.Making daily reports for internal use, bill summarizing.
- 4.Take care of guests' requirements, problems solving, make sure guests have best experience.
- Maintained comprehensive knowledge of resort amenities and local attractions to advise guests effectively.
- Implemented tailored guest itineraries, optimizing leisure time and engagement during stays.
- Coordinated daily activities and special requests for guests, enhancing overall satisfaction.
- Delivered personalized guest services, ensuring exceptional experiences aligned with resort standards.
Foreign designer assistant
Milan Creative Design Academy
03.2016 - 09.2016
- 1.Prepare the lessons, discuss with designers regarding all the details of the class.
- 2.Simultaneous interpretation during the class and make sure students understood.
- 3.After class service and support, Maintain customer relationship and up-sell courses.
- Mentored junior designers, providing guidance on best practices and design principles.
Education
Guangdong Women's Polytechnic College - Tourism English
Guangdong Women's Polytechnic College
06.2015
Skills
- Fluent English in writing and speaking Native Chinese speaker, Cantonese acceptable
- Certificate of National Computer Rank Examination
- Certificate of English Tour Guide
- Guest communication
Languages
English
Full Professional
Chinese (Mandarin)
Full Professional
Timeline
English teacher
Huangbei Middle school
09.2023 - 2024
GRO
Paralloge Hotel
04.2022 - 08.2023
Butler & Receptionist
Hideaway Beach Resort & Spa (Maldives)
10.2016 - 07.2020
Foreign designer assistant
Milan Creative Design Academy
03.2016 - 09.2016
Guest Services Agent
Conrad Maldives Rangali Island
2024 - Current
Guangdong Women's Polytechnic College - Tourism English
Guangdong Women's Polytechnic College