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Suggested resume for Guest Experience / Front Office (open roles) at W Prague. View posting

Suggested angle: Lifestyle luxury — apply to specific FO role on Marriott careers. International English, evening/weekend flexibility.

Mike Ching

Guest service & front office Prague · English-first

sujith.ching@gmail.com +420 722 925 543 Resides in Prague, Czech Republic

Mike Ching
Resides in Prague, Czech Republic

Resides in Prague. Available for on-site or remote roles in the 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 Guest Experience / Front Office at W Prague.

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
Telstra Corporation · Sydney, Australia · Mar 2013 - Jul 2018
  • 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

Self-employed · Prague · Remote · Jul 2018 - Present
  • 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
Telstra Corporation · Sydney, Australia · Jan 2010 - Mar 2013
  • 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
Vibe Hotels, Coles, SYKES, and others · Australia · 2005 - 2011
  • 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.