FRONT OFFICE MANAGER tại Meriton Suites Sussex Street

7/2024 → Hiện tại

Sydney

Operational & Team Leadership: Oversee daily front office performance for a premier 301-room property, empowering and cultivating a culture of service excellence and individual accountability. Cross-Departmental Synchronization: Collaborate seamlessly with Hotel Manager, Housekeeping Manager, and Maintenance Manager to run synchronized daily operations and ensure peak room readiness. Executive Accountability: Work in close alignment with Hotel Manager, confidently executing full property oversight and acting as her during her operational absences. Workforce Optimization: Manage departmental payroll workflows, strategic personnel rosters, and operational procurement to effectively scale resource costs alongside property occupancy patterns. Escalation & Resolution Mastery: Personally address complex and sensitive guest complaints, transforming escalations into opportunities for brand loyalty and exceptional online performance reviews. Mentorship & Training Infrastructure: Systematically train, guide, and upskill frontline teams to manage complex escalations independently, authoring comprehensive SOPs that establish structured growth frameworks.

GUEST RELATIONS MANAGER tại West Hotel Sydney, Curio Collection by Hilton

9/2023 → 12/2023 (2 tháng)

Sydney

Assist Rooms Division Manager in daily Front Office Operations. Manage Front Office team to meet brand standards and exceed guest expectations. Promptly address guest requests, inquiries, and complaints. Handle management issues and emergencies, record, and resolve as needed. Maximize sales revenues through up selling and marketing programs. Maintain knowledge of hotel products, services, policies, and emergency procedures. Ensure team maintains professionalism and stays updated on VIP guest movements, hotel events, local attractions, and activities.

ASSISTANT GUEST SERVICE MANAGER tại CITADINES CONNECT SYDNEY AIRPORT

12/2019 → 8/2023 (3 năm 8 tháng)

Sydney, Australia

Assist Front Office team in managing all guest requests, complex reviews, detailed billings, and multi-channel service resolution pathways. Coordinate and lead quarterly staff meetings to structurally address outstanding operational issues and introduce modernized service standards. Oversee complete life-cycle recruitment, comprehensive staff onboarding, structured team training, and tactical front desk rostering according to core hotel standards. Confidently assume full command and act as Guest Service Manager with complete property authority during his scheduled absences. Negotiate corporate arrangements with major hotels, commercial airlines, local tour providers, digital booking channels, and state transport services. Supervise and synchronize integrated property operations across the Food & Beverage, Housekeeping, and Maintenance departments during daily operational shifts

SENIOR GUEST SERVICE AGENT / LOYALTY AMBASSADOR tại NOVOTEL SYDNEY DARLING SQUARE

10/2018 → 12/2019 (1 năm 2 tháng)

Sydney, Australia

Worked closely with all other department heads and departments to provide exceptional customer service per hotel standard and assist in situations to satisfy customer expectation. Maximized hotel revenue by monitoring hotel room inventory and upselling. Responsible for enrolling members of the Le Club AccorHotels loyalty programme to meet monthly and yearly targets. Efficiently trained, supported, and assisted team members in hotel policies, services, events, and overall knowledge of hotel standards. Acted as Manager on Duty in the absence of senior management, highly trusted by executive leadership to execute solo shift operations flawlessly while managers handled specialized assignments. Active member of hotel culture program called, "HEARTIST"; Several times nominated and voted "Heartist of The Month" thanks to multiple positive feedbacks through online survey websites.

SENIOR GUEST SERVICE AGENT tại VIBE HOTEL SYDNEY

2/2017 → 4/2018 (1 năm 2 tháng)

Sydney, Australia

Improved Hotel Service scores consistently through assisting customer concern as well as handling guest complaint while complying with all company policies and procedure. Effectively trained, developed, and coached team member to ensure efficient departmental operations. Served as Supervisor on duty in absence of hotel management. Active member of hotel culture program called, "GO MAD"; Voted "Customer Favorite" and "Employee of the Month" thanks to multiple positive feedbacks through online survey websites.

FOOD AND BEVERAGE ATTENDANT tại PARK HYATT SYDNEY HOTEL

7/2016 → 1/2017 (6 tháng)

Sydney, Australia

Trained in 5-star standard of exceptional customer service which could satisfy even high demand customers' expectation. Maximized profits by delivering an outstanding customer service. Built professional relationships with guests and other co-workers by observing Park Hyatt spirit: "We care for people so people can be their best". Selected to train new hires thanks to communication and leadership abilities. Multiple times having good reviews on hotel's website and TripAdvisor.

Novotel Sydney Darling Square “Heartist of The Month”

11/2018

Liên tiếp nhận được giải "Nhân viên của tháng"

Vibe Hotel Sydney “Customer Favorite” & “Employee of The Month”

3/2017

Giải thưởng "Bình chọn nhân viên yêu thích của khách hàng". Liên tiếp nhận được giải "Nhân viên của tháng" do ban quản lý bầu chọn.

Annual scholarship from Blue Mountains International Hotel Management School.

4/2017

Học Bổng Sinh Viên Tốt đều đặn trong suốt 3 năm học tại trường.