SEUNGJOON LEE
SEOUL
Summary
Personable Hotel Concierge with exceptional qualifications in hospitality management. Dedicated to excellence and well-versed in travel arrangements. Engaging professional with top-notch skills in issue resolution and skill. Service-oriented Concierge rings proven history of facilitating guest satisfaction in hospitality roles. Responds to guest requests and complaints with immediate information and resolutions.
Overview
15
15
years of professional experience
Work History
Chief Concierge
SIGNIEL SEOUL
SEOUL
02.2017 - Current
- Managed daily operations of the concierge desk and supervised staff members.
- Handled mail and package deliveries, keeping items secure.
- Inspected rooms prior to check-in to make sure they meet standards of cleanliness and safety.
- Offered guests details regarding hotel's amenities, local arts and culture, nightlife, dining options, attractions and museums.
- Arranged for tours and expeditions, setting accommodations, transportation, equipment and medical personnel availability.
- Assisted guests with special needs or requests, such as arranging transportation or making restaurant reservations.
- Arranged for translators and other special services for guests.
- Built and maintained productive relationships with employees.
- Monitored guest feedback to identify areas of improvement in service delivery.
- Organized special events for hotel guests and handled inquiries related to them.
- Promoted additional services available at the hotel such as spa treatments or restaurant reservations.
- Resolved customer complaints in a professional manner while maintaining excellent customer service.
A SERVICE INSTRUCTOR
LOTTE HOTEL JEJU / SIGNIEL SEOUL
SEOUL
03.2016 - 01.2023
- Created lesson plans and chose supporting materials to promote positive learning experiences.
- Evaluated performance of employee and made provisions to meet learning needs.
- Used electronic equipment and materials to develop and orientate technical skills.
- Adapted instructional materials to meet the needs of diverse learners.
- Received recognition for contributions to innovative concepts in service lecture.
- Met with administrators and department team members to work on curriculum planning and assessment methods.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Participated in workshops, trainings and conferences to improve educational skills.
- Developed guides and course materials to reinforce lecture information and help employee learn.
Hotel Duty Manager /Concierge Manager
SIGNIEL BUSAN
BUSAN
05.2020 - 08.2020
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Oversaw the daily operations of all departments within the hotel including front desk, housekeeping, maintenance and food and beverage services.
- Implemented strategies designed to improve customer satisfaction ratings.
- Coached staff on strategies to enhance performance and improve customer relations.
- Provided guidance to junior staff members on how to handle difficult situations.
- Mentored new employees, demonstrating best methods for servicing clients and guests.
- Issued room keys and escort instructions to bellhops.
- Trained new hires on company policies, job duties and workflows.
- Responded to and resolved guest issues or complaints.
- Built and maintained productive relationships with employees.
- Conducted regular inspections of facilities to identify potential problems or areas for improvement.
- Assisted in resolving customer complaints and inquiries in a timely manner.
- Handled guest complaints and offered complimentary services for hardship cases.
- Organized regular meetings with department heads to discuss operational issues and service improvements.
- Assisted guests at check-in, providing information on various services within hotel.
- Recognized by management for providing exceptional customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Concierge Team Member
LOTTE HOTEL JEJU
JEJU
11.2015 - 02.2017
- Retained knowledge of local events to offer recommendations and personal services.
- Made reservations for spa treatments, restaurants and golf tee times.
- Resolved any customer complaints quickly and efficiently while maintaining a positive attitude towards the customer's experience at the hotel.
- Maintained records of all guest requests or complaints so that they can be tracked over time.
- Gave clear directions to local museums, restaurants and places of interest to patrons.
- Built detailed knowledge on locations and points of interest to thoroughly answer guest questions.
- Provided assistance with luggage storage and retrieval when requested by guests.
- Offered guests details regarding hotel's amenities, local arts and culture, nightlife, dining options, attractions and museums.
- Explained how TV remote, heating/cooling, WiFi access and locks worked to hotel guests.
- Coordinated transportation arrangements for guests, including taxis, shuttles, rental cars and limousines.
Front Desk Supervisor
LOTTE HOTEL JEJU
JEJU
09.2008 - 11.2015
- Anticipated guests' needs ahead of time and responded to requests efficiently.
- Developed lasting relationships with guests that built loyalty and drove hotel revenue.
- Showed off dining areas, pool, spa and fitness center to prospective and current guests.
- Managed guest check-in and check-out procedures, reservations and payments.
- Coordinated room assignments by considering guest preferences and special requests whenever possible.
- Supervised daily operations at the front desk including check-ins and checkouts, reservations.
- Replied to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Resolved customer complaints or answered customers' questions.
- Greeted and welcomed guests in a friendly, professional manner.
- Resolved customer complaints promptly and efficiently.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Provided guidance and mentorship to junior team members in order to help them develop their skills.
- Processed payments, cashiering duties and credit card transactions accurately.
Education
Tourism Management
Cheju National University
Jeju02-2009
Skills
- Transportation Coordination
- Event Planning
- Reservations Management
- Travel Coordination
- Guest Relations
- Customer Service
- Training and Mentoring
- Guest Experiences
- Guest Services
- Hospitality
- VIP Services
- Conflict Resolution
Affiliations
- When i was a university student, I led the members as a representative of trainees at the University of Rouen in France.
- As the vice president of the college, I led the university's event well.
- As the president of the Kore concierge association (Les Clefs d'Or Korea) ,
I promoting the performance of Korean hoteliers to the world and promoting Korea.
Timeline
Hotel Duty Manager /Concierge Manager
SIGNIEL BUSAN
05.2020 - 08.2020
Chief Concierge
SIGNIEL SEOUL
02.2017 - Current
A SERVICE INSTRUCTOR
LOTTE HOTEL JEJU / SIGNIEL SEOUL
03.2016 - 01.2023
Concierge Team Member
LOTTE HOTEL JEJU
11.2015 - 02.2017
Front Desk Supervisor
LOTTE HOTEL JEJU
09.2008 - 11.2015
Tourism Management
Cheju National University
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