Mike Ching
Guest service & front office Prague · English-first
sujith.ching@gmail.com +420 722 925 543 Resides in Prague, Czech Republic
Profile
English-speaking service professional based in Prague. Front-line hospitality and retail background, then team leadership in a high-pressure service environment: calm communication, scheduling discipline, and complaint recovery. Since 2018, independent client work (60+ engagements) with reliable follow-through. Comfortable with rotating shifts and international guests; happy to learn property systems on the job. Applying for Night Receptionist at Hilton Prague Atrium.
Capabilities
- Guest-facing communication: check-in mindset, requests, complaints, and recovery with composure
- Team coordination, roster awareness, and covering peaks (contact-centre and leadership experience)
- English fluency (written and spoken); professional presentation with international guests
- Scheduling rigour, prioritisation under pressure, and attention to detail
- Cash handling and billing accuracy (corporate billing and client account familiarity)
- Cross-functional coordination with housekeeping, F&B, and vendors where needed
- Training and onboarding colleagues; clear documentation and standards
- Prague-based; authorised to work in the EU
Impact
Independent practice
- 60+ client engagements since 2018: high-touch service, expectations, and delivery clients could rely on.
- Consistent reputation for punctuality, clear updates, and finishing what was promised.
Telstra
- Led service teams supporting tier-one corporate accounts: daily stand-ups, coverage, escalations, and satisfaction reporting.
- Multiple Team of the Year awards; recognised for reliability, coaching, and performance under volume.
Experience
Team Lead — customer service operations
- People manager for a 24/7 service team; rostering awareness, shift handovers, and coaching on tone and quality.
- First point of escalation for complex client issues; de-escalation, clear updates, and closing the loop.
- Partnered across internal teams and external suppliers to resolve guest-equivalent client problems quickly.
- Monthly performance reviews, standards, and continuous improvement on service quality.
- Team of the Year awards; strong performance ratings for reliability and leadership.
Independent client services
Owner-led businesses & projects
- 60+ engagements: discovery calls, delivery checkpoints, and handover clients could operate without me.
- Scheduling, reminders, and polite persistence — the same habits as front desk and reservations work.
- Comfortable representing a brand in writing and on video with international clients.
Customer service & support roles
- High-volume contact centre: triage, prioritisation, and professional tone under time pressure.
- Training peers on standards, work instructions, and quality consistency.
Front-line hospitality & retail
- Early career in hotels, retail, and contact centres: guests, complaints, upsell with tact, and shift work.
- Foundation for later team leadership — service standards start at the desk.
Education
- Diploma in Management, Customer Service Institute of Australia, 2012-2013
- Bachelor of Information Technology, Charles Sturt University, 2007-2009
Legal name: Sujith Ayi Nung Ching. References available on request.