Ryan Lam

About Ryan Lam

I’m a hospitality professional passionate about creating exceptional guest experiences and driving operational excellence. With hands-on experience at leading brands like Marriott, Disney’s Grand Californian Hotel & Spa, and Residence Inn, I specialize in front desk operations, event coordination, and customer service that exceeds expectations.My background includes:Guest Experience Expertise: Trained in Forbes Travel Standards and skilled in anticipatory service.Leadership & Growth: Participated in Marriott’s Elevate program and successfully led teams of up to 30 staff members.Analytical & Technical Skills: Certified in Google Data Analytics, Project Management, and Human Resource Analytics.Achievements: Top up-seller at the front desk, surpassing revenue targets by 20%, and recognized for rapid response in digital guest interactions.I thrive in dynamic environments where I can combine service excellence, strategic thinking, and team collaboration to deliver memorable experiences and contribute to organizational success.

Experience

1. Guest Experience Expert

   Anaheim Marriott

   Nov 2023 — Present · Anaheim, CA, US

   Provide guests with a thoughtfully curated guide compiled with local experiences for entertainment, shopping, and dining to cultivate an authentic and memorable experience• Update the property management system by entering reservation details such as name updates, payment information and special requests to reflect the current status of operations• Utilize the LEARN Model to professionally identify, respond, and resolve any guest complaints, comments, and concerns• Promptly respond to online chats to accommodate guest needs; averaged a 3.7 minutes response time on a goal of 4 minutes to 128 chats for 2023• Streamlined daily tasks by devising optimized methods to complete tasks and instructing the team how best to implement them for optimal results• Collaborate with events, housekeeping, maintenance, and other departments to ensure seamless guest experiences and resolve any operational issues promptly• Assist in coordinating and executing special events or group bookings, ensuring all guest needs and preferences are met to exceed expectations• Achieved an exceptionally high score of 83.3 out of 100 on appreciation towards Elite Members• Train new hires on best check-in practices and brand standard• Modified checklists to reflect current operating procedures in a straightforward manner • Deliver exceptional customer service in both in-person and over-the-phone interactions• Manage payments, and maintain an organized and balanced cash bank

Education

• California State Polytechnic University-Pomona

  B.S. Hospitality Management, Business Administration and Management, General

• California State Polytechnic University-Pomona

  Bachelor's degree, Hospitality Administration/Management

• Rancho Verde High School

  High School Diploma