Food And Beverage Attendant, Barista tại Fairmont Resort MGallery by Sofitel

4/2016 → 12/2016 (7 tháng)

Leura, Australia

Local Host tại Veriu Central Hotel

7/2017 → 12/2020 (3 năm 5 tháng)

Sydney, Australia

- Connecting with guests and personalize their stay - Making reservations and updating guest’s profiles and credit card details - Delivering the best guest experiences, going above and beyond for all guests during face-to-face interactions as well as via telephone, emails and travel agent extranet - Ensuring guest feedback is recorded accurately and responded to in a prompt and efficient manner - Working closely with Housekeeping, Maintenance and F&B to deliver brand standard rooms, products and services - Carried out additional duties as requested by The Managers

Guest Service Agent tại Sofitel Sydney Darling Harbour (Accor Hotel Group)

10/2020 → 5/2021 (7 tháng)

Sydney, Australia

- Providing exceptional experience with cordial greetings, and genuine and personalized service at reception by responding to their requests promptly, efficiently and courteously during check-in, check-out and throughout their stay - Maintained communication channels between Hotel guests and all Hotel departments both verbally and in writing as required - Operating telephone effectively, handling all calls promptly and professionally, greeting all callers according to Accor policy and transferring all calls to relevant departments - Never missed an opportunity to cross-sell and promote hotel business by exhibiting sound knowledge of products, services and amenities - Completed daily checklists and follow-ups meticulously ensuring every task is completed timely - Maintained constant and detailed reporting to Duty Manager and Front Office Manager ensuring everyone remained cognizant of any development

Duty Manager tại Rendezvous Hotel Sydney, The Rocks (TFE Hotel Group)

6/2021 → 5/2022 (10 tháng)

Sydney, Australia

- Leading the team within rooms division management and hotel operations in the absence of Heads of Departments as required - Meticulously monitoring lobby services including parking, porterage and day-to-day business operations ensuring a hassle-free guest experience - Rostering/authorization and approval for payroll transfer for front office team weekly - Extensively cross-trained to serve in interdepartmental needs to fill up the roles as and when required, for example, when help is required in Night Audit, Concierge, Reservations and Housekeeping - Responding to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Following up to ensure guest satisfaction - Handling individual and group reservations enquiries and resolving any issues and providing solutions to specific client’s needs and requirements - Auditing Accounts Receivables, preparing and updating Debtors Aging Summary Report, ensuring follow up emails/ reminders are sent to relevant departments and/ or clients in a timely fashion - Monitoring all void transactions, making a summary of voids with relevant departments and making recommendations to top management to curtail expenses on void transactions - Commission clearing, submitting online commission payment summary to the third party for commission payment release to relevant travel agents - Generating reports related to Revenue, Forecast, F&B, MOP, Banking Summary, etc. and sending them out to Hotel Manager - Screening candidates, assisting in interviews and making hiring decisions - Providing ongoing training, coaching, counselling and supporting Guest Service Agents - Managing in compliance with local, state, and federal laws and regulations - First point of call for after-hours support for team members on shift - Performing other duties as assigned by the Hotel Manager or General Manager

Signature Lounge Manager tại Caravelle Hotel

6/2022 → 11/2024 (2 năm 5 tháng)

Ho Chi Minh, Vietnam

- Leading a team of 13 members in a 5-star hotel business lounge including rooms division, food and beverage operation, training and performance evaluations to maintain service excellence - Oversee the daily operations of a high-end business lounge catering to elite clientele, ensuring a seamless and luxurious guest experience - Analyze financial performance and implement cost-control measures to maximize profitability - Develop and implement service protocols and standards to consistently exceed guest expectations - Handle guest complaints and feedback with professionalism, ensuring swift resolution and maintaining high guest satisfaction - Establish VIPs arrival list and supervise the welcome preparation to ensure a seamless arrival experience - Providing ongoing training and coaching to new members on guest service skills, food and beverage knowledge, sales, and health & safety standards - Leading Guest Experience meetings with other Head of Department and General Manager and assign action plans for each operational department weekly - Manage inventory and procurement of high-quality products to ensure high standard of service - Rostering/authorization and approval for payroll transfer monthly - Troubleshooting any system-related errors or human errors in posting financial transactions - Screening candidates and responsible for interviews and making hiring decisions - Setting high-performance standards in punctuality, appearance, courtesy, performance, attitude, leadership, guest relations, observance of the house rules, loyalty to Management and interdepartmental co-operation - Perform quality audit of the operational department following the brand standard quarterly - First point of contact for after-hours support for team members on shift - Performing other duties as assigned by the Director of Rooms and General Manager • Achievement: Manager of the 1st Quarter – 2024

Signature Lounge Manager tại Caravelle Saigon

6/2022 → 11/2024 (2 năm 5 tháng)

Ho Chi Minh City, Vietnam

Manager of the 1st Quater

3/2024

Manager of the 1st Quater - 2024