Ching Wong

Customer-focused professional with over ten years of experience leading teams in fast-paced and demanding environments. Recognized for outstanding communication, stakeholder engagement, and relationship management skills, with a proven track record of delivering exceptional customer service and driving positive business outcomes. Highly organized and detail-oriented, with extensive experience in resolving complex customer enquiries, improving customer satisfaction, and managing high-value cash transactions with accuracy, integrity, and compliance.

Demonstrates a strong commitment to service excellence, continuous improvement, and the development of high-performing, engaged teams. Skilled in designing and delivering effective training programmes, coaching team members, and implementing process improvements that enhance operational efficiency, team performance, and overall service delivery.

GUEST SERVICE MANAGER - ALOFT BIRMINGHAM EASTSIDE

(2026-07)

Leading front of house operations, ensuring exceptional guest experiences through the delivery of high-quality customer service and efficient resolution of guest requests and concerns.

• Managing guest relations activities, proactively addressing enquiries, complaints, and service issues to maintain high levels of guest satisfaction and loyalty.
• Coordinating daily hotel operations including reservations, check-ins, check-outs, and room allocations, ensuring seamless service delivery and operational efficiency.
• Collaborating with housekeeping, food and beverage staff, maintenance, and management teams to ensure smooth cross-functional operations consistently exceed guest expectations.

OPERATIONS MANAGER - HOLYWOOD BOWL GROUP

(2003-05 - 2026-06)

Managing a team of 20+ employees across multiple operational areas and coordinating daily operations across various departments to maintain efficiency and service quality, whilst fostering a safe, inclusive, and customer-focused environment ensuring exceptional service standards and positive guest experiences.

• Utilizing customer feedback and service performance metrics to identify improvement opportunities, driving enhancements in service delivery, customer satisfaction, and operational efficiency.
• Drove the financial performance of the center by maximizing revenue opportunities, overseeing budget management, and controlling operational costs to achieve profitability targets and minimize financial risk.
• Directing cash management activities, ensuring precise cash balancing, secure transaction processing, and adherence to financial control standards.
• Facilitating staff recruitment and managing staffing levels, shift planning, and resource allocation to meet business demands while maintaining service excellence.
• Establishing performance metrics and conducting regular appraisals to ensure team members consistently met or exceeded targets and operational objectives.
• Managing employee timekeeping and payroll administration, ensuring accurate attendance records, timely payroll processing, compliance with company procedures, and the prompt resolution of any discrepancies.
• Ensuring compliance with health and safety regulations, company policies, and operational procedures across all areas of the facility.
• Managing data administration processes, ensuring accuracy, data integrity, and compliance while delivering reliable reporting to support operational performance and informed decision-making.

Customer Experience Specialist - luxurious BEAUTY

(1999-02 - 2003-05)

Delivering exceptional face-to-face customer service, creating a welcoming and professional first impression while ensuring a positive client experience at every touchpoint.

• Managing multiple responsibilities simultaneously, including appointment scheduling, client enquiries, telephone communications, and reception duties in a fast-paced environment.
• Demonstrating strong organizational skills through the efficient coordination of bookings, client records, product sales, and daily administrative tasks.
• Maintaining a high level of attention to detail when managing appointments, processing payments, updating client records, and supporting salon operations.
• Handling customer enquiries, requests, and concerns promptly and professionally, providing tailored solutions to ensure client satisfaction, loyalty and retention.
• Applying effective time management skills to prioritize competing demands, ensuring smooth daily operations and optimal appointment utilization.
• Proactively resolving scheduling conflicts, service issues, and customer concerns, using strong problem-solving abilities to achieve positive and timely outcomes.
• Maintaining strict client confidentiality and collaborating closely with therapists, stylists, and management teams to support seamless service delivery and achieve operational objectives.