GUEST RELATIONS MANAGER tại WEST HOTEL SYDNEY, CURIO COLLECTION BY HILTON

8/2023 → 12/2023 (3 tháng)

Sydney, Australia

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

Act as Guest Service Manager in his absence. Manage guest requests, complaints, reviews, and billings. Coordinate quarterly staff meetings to address issues. Recruit, train, roster, discipline, and orient front desk team according to hotel standards. Negotiate with hotels, airlines, tour, booking, and transportation companies in multiple states. Oversee daily shifts for Food and Beverage, C&Es, Housekeeping, and Maintenance departments.

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

10/2018 → 12/2019 (1 năm 2 tháng)

Sydney, Australia

Collaborated with department heads to ensure exceptional customer service, meeting hotel standards and resolving issues to exceed customer expectations. Boosted hotel revenue by optimizing room inventory and implementing upselling strategies. Achieved monthly and yearly targets by enrolling members in the Le Club AccorHotels loyalty program. Trained and supported team members in hotel policies, services, and events, ensuring adherence to standards. Actively participated in the "HEARTIST" culture program, earning multiple "Heartist of The Month" awards based on positive online survey feedback.

SENIOR GUEST SERVICE AGENT tại VIBE HOTEL SYDNEY

2/2017 → 4/2018 (1 năm 2 tháng)

Sydney, Australia

Enhanced Hotel Service scores by addressing customer concerns and managing guest complaints within company guidelines. Trained, developed, and coached team members for streamlined departmental operations. Acted as Supervisor on duty in the absence of hotel management. Participated in the hotel culture program "GO MAD" and received recognition as "Customer Favorite" and "Employee of The Month" based on positive online survey feedback.

FOOD AND BEVERAGE ATTENDANT tại PARK HYATT SYDNEY HOTEL

7/2016 → 1/2017 (6 tháng)

Sydney, Australia

Delivered impeccable dining service with poise and precision during peak hours. Trained in 5-star customer service to meet high demand expectations. o Maximized profits through exceptional customer service delivery. Fostered professional relationships embodying the Park Hyatt spirit “We care for people so they can be their best!” Selected to train new hires due to strong communication and leadership. Received consistent positive reviews on hotel website and TripAdvisor.

FOOD AND BEVERAGE ATTENDANT tại ADINA APARTMENT HOTEL BRISBANE

4/2015 → 9/2015 (5 tháng)

Brisbane, Australia

Delivered impeccable dining service with poise and precision during peak hours. Excelled in interpersonal skills, fostering exceptional teamwork and communication. Supported various service areas: in-room dining, banquets, restaurant, bar, and minibar.

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.

Caroline Lam - Assistant Guest Service Manager

The Ascott Limited - Citadines Connect Sydney Airport

carolinelam512@gmail.com - +61 410 709 187