Hana Kim
Guest Services Officer
Seoul
Summary
Proactively engage with customers and build relationship by going beyond typical interaction. Provide personalized service by anticipating customers’ needs. Appreciate cultural differences from abroad experiences by sharing various perspectives and showing respect. Maintain good working environment by effectively communicating with colleagues with exceptional supports. Demonstrate strong ownership by staying resilient and managing challenging situations efficiently.
Overview
8
8
years of professional experience
2
2
Languages
Work History
SHORE EXCURSIONS STAFF
Royal Caribbean
05.2024 - 03.2025
- Manage complaints by flexibly providing appropriate alternative options when customers’ requests can’t be met and follow up customers which results in gaining customers’ trust again
- Manage situations successfully by prioritizing tasks with situational awareness and anticipating potential problems
GUEST SERVICE OFFICER
Royal Caribbean
05.2022 - 05.2024
- Take initiative in conducting own research by collaborating with colleagues and suggest ideas for business and draw positive outcomes to enhance customers’ experience
- Proactively approach colleagues by sharing concerns and offering solution to resolve challenges and support on developing area
- Observe customers closely and find ways and opportunities to offer outstanding service and make customers feel valued by utilizing knowledge and experience
GUEST SERVICE REPRESENTATIVE
Grand Hyatt Hotel
11.2021 - 04.2022
- Actively interacted with customers and found out their preferences and promoted products by utilizing knowledge and offered personal recommendation using appropriate terminology and full description
- Interacted with customers by focusing on cheerful and lively ton of voice and what words to choose and how words are delivered when engaging with customers through the phone
RECEPTIONIST
Proscom
11.2018 - 09.2021
- Delivered good first impression and ensured that VIP members were recognized by welcoming them and addressing by name and initiating conversation while showing immaculate grooming as per company standard
- Positively approached colleagues by using two-way communication and sharing common background
SERVER
Korean BBQ restaurant, Maru
09.2017 - 03.2018
- Delivered consistent service by paying attention to details of presentation and condition of products
Education
Diploma - In-flight Service Management
Ihna Colleague
S.Korea 04.2001 -
Skills
Customer relations skills
Teamwork and collaboration
Adaptability and flexibility
Multitasking
Problem-solving abilities
Timeline
SHORE EXCURSIONS STAFF
Royal Caribbean
05.2024 - 03.2025
GUEST SERVICE OFFICER
Royal Caribbean
05.2022 - 05.2024
GUEST SERVICE REPRESENTATIVE
Grand Hyatt Hotel
11.2021 - 04.2022
RECEPTIONIST
Proscom
11.2018 - 09.2021
SERVER
Korean BBQ restaurant, Maru
09.2017 - 03.2018
Diploma - In-flight Service Management
Ihna Colleague
04.2001 -
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