The Hotel School Sydney

Customer Relations Representative tại Mgallery Hotel des Arts Saigon

• Handled about 10-15 guest requests every day through official communication channels including hotline, Messenger, Zalo, and WhatsApp. • Consulted and provided professional and creative approaches to satisfy complex demands, especially for groups of 20-80 guests, and executed strategic contractual negotiations; resulting in usually filling up more than 50% capacity thereby exceeding monthly sales by at least 10%. • Taking care of from 50 to 200 guests at 3 outlets, coordinated with the operation team to serve and resolve problems instantly on site. • Diagnosed and politely addressed any customers complaints within day or maximum 24 hours, escalating to management when necessary. • Engaged 10 new customers each month while strengthening loyal guests by generating personalized experiences and various sales activities.

Supervisor tại LAI RESTAURANT – ELG (ELEMENTS LAIFESTYLE GROUP)

• Enhanced the guest experience through knowledgeable service and professionalism to double the number of regular guests' returns per month. • Collaborated with other departments to develop and implement strategies for branding, marketing campaigns to raise public awareness and attract new guests. • Scheduled and assigned duties to staff and supervise to ensure completion as per quality standards. • Motivated a team of over 10 members and built an effective rapport as a bridge between managers and subordinates. • Trained new hires daily on company-specific policies, procedures, and compliance guidelines to optimize materials, minimize waste, and keep managers updated on their improvement.

Captain/Team Leader tại InterContinental Sydney Hotel

• Worked under high pressure while staying calm in a fast-paced environment to consistently deliver exceptional service to 400 – 500 guests every day. • Developed cuisine knowledge, barista skills and upsold F&B specials to increase revenue by 20%. • Motivated high-performing staff and built positive rapport with a team of 15 members. • Organized periodical inventory and facilities inspection to follow the stability of product quality and the situation of raw materials in use.

Food and Beverage Attendant tại Marriott Courtyard Sydney

• Boosted sales and offered professional service and knowledgeable assistance with meal choices in the fine-dining restaurant serving both a la carte and buffet daily. • Resolved customer complaints immediately by applying communication and problem-solving skills • Handled POS transactions: cash, checks, refunds, and credit purchases.

Food and Beverage Attendant tại JW Marriott Phuket Resort

• Upsold specials and beverage promotions to exceed daily sales goals by developing full knowledge of cocktails, liquor… bartender, and selling skills. • Proactively anticipated guest needs and provided consistently 5-star standard hospitality service.