F&B, Room Service and Banquet Attendant tại PARKROYAL Darling Harbour

4/2017 → 1/2018 (9 tháng)

Sydney

• Taking order and take care the customer in ABODE Bistro and Bar • Offering casual barista in the bar for lunch shifts • Serving in-room attendant for dinner shifts • Setting up the tables according to different events • Ensuring the customer satisfaction during their meetings • Ensuring the food hygiene and coffee qualification in Coffee Cart.

Event/Conference/Banquet Team Leader tại Crown Casino Perth

4/2018 → 9/2018 (5 tháng)

Perth, Western Australia

• Preparing and setting up the rooms according to guest’s requests • Building teamwork and following event process • Providing and maintaining service for guests • Making different types of coffee during conferences • Ensuring guests having professional services • Interacting with clients to meet their needs and demands

Concierge/Porter tại PARKROYAL Darling Harbour

9/2018 → 7/2019 (9 tháng)

Sydney

• Welcoming the guests and directing them to conception • Moving and transferring guest’s luggage • Recommending and answering guest’s questions and complaints on different topics • Booking taxies, restaurants and tours for guests.

Guest Service Agent tại Vibe Sydney Hotel

4/2019 → 2/2021 (1 năm 10 tháng)

Sydney

• Greeting new arrivals and ensuring the smooth check-in process • Answering internal and external phone calls and transferring to relevant departments • Assigning room according to guest’s references • Organising payments and handling complaints upon check-out • Playing different roles and helping other departments to provide impressive guest experiences • Supporting other teams (Reservation, Food and Beverage, House Keeping) to welcome and provide brilliant services for different groups • Joining rate analysis according different local events.

Restaurant Manager tại Bliss Bistro

4/2021 → 2/2022 (10 tháng)

Ho Chi Minh

• Recruiting, interviewing and training new members • Managing staff’s work schedules • Conducting continuous inspections of restaurant and kitchen to maintain the outlet’s hygiene • Controlling food preparation, presentation and storage to ensure food quality for customers • Ensuring customer service’s process to avoid unexpected minor mistakes • Monitoring food inventory and contacting food supplies to guaranty food are stocked adequately • Closing cash flow and settling outstanding bills • Handling customer complains in a professional manner.

Front Office Supervisor tại Vibe Sydney

2/2022 → 7/2022 (4 tháng)

Sydney

• Responding incoming calls, emails and other messages from guests and giving them direct and correct answers or connecting guests to relevant departments • Working with F&B, Housing keeping and Event Department and providing special stays for guests according to guest’s requests and occasions, maximising guest’s satisfaction • Supporting Reservation Team by creating direct bookings vial calls, explaining room types and replying to messages from booking.com and Expedia • Allocating rooms for guest according their preferences, stay duration and occasions • Preparing, organising and providing Express Check-in for 2 permanent groups (NSW Trains and Long Hold QANTAS) • Sending requested invoice upon check-out for Guest, NSW Trains and QANTAS Crew • Following up delayed chargeback for direct and third-party bookings, closing account when receiving proper paperworks and directing these accounts to Accounting Department • Training, explaining and ensuring new team members understand Check-in, Check-out and other processes (chargebacks, payments, car-parking, work ethics)

Assistant Front Office Manager tại Amora Jaminson Sydney

7/2022 → 1/2023 (6 tháng)

Sydney

• Taking responsibilities and preparing reports in the absence of Hotel Manager, Front Office Manager, Reservation Manager, House Keeping Manager and Engineer Manager • Assisting Front Office Manager to follow up and close Open Folios, balancing inventory and preparing solutions when the hotel is overbooked • Balancing credit on different methods of payment and cash flow at the end of the shift, showing the team how to notice, recognise and adjust the mistakes by themselves • Assisting Reservation Team to prepare arrivals and correct chargebacks on departure, reviewing daily VIPs to check room allocation, amenity and special request • Increasing financial hotel performance by encouraging the team to up sell Room Feature, Food and Beverage items • Training new staffs, explaining the hotel procedure, supporting service skill development, leading the team on busy period of time, supporting and motivating Front Office Team in order to maintain the hotel vibe, high standard customer service, professional and appropriate manner • Managing Front Office operation, handling in-house guest complains and taking immediate actions according given authorisation • Communicating with guests and developing loyal guest relationships through out their stays according to their specific occasion • Ensuring customer feedbacks (Verbal, Hotel, Website, OTA) transferred to relevant departments to improve hotel performance • Reporting guestWs Lost and Found and preparing guest lost property postage • Creating personalised service given to every single guest during the stay

Contact Centre Specialist/ Supervisor tại Meriton Suites

2/2023 → 2/2024 (1 năm )

Sydney

• Delivering service excellence by engaging with potential guests on the phone • Looking after reservations from all over 20 properties in Australia • Responding to emails relating to general product information and reservations. • Providing excellent guest services by giving ef5cient, up to date and correct information regarding hotel properties • Assisting online bookings from corporate agents and online travel agent • Training new team member in the absence of Assistant Training Manager • Shorting emails in appropriate folders and allocating tasks for team members accordingly • Dealing with guest complains, offering solutions, discussing with Front Office Departments to locate guest satisfaction • Updating online travel booking's chargebacks • Reporting data, rate, advertisement issues to Revenue Department • Reporting daily activities to Reservation/ Contact Centre Manager

Employee of the Month - July 2018

7/2018

Crown Casino Perth - Event Department

Team Member of the Month - May 2023

5/2023

Meriton Suites - Contact Centre Department