Kerry-Ann Thoo

Kerry-Ann Thoo

Global IT - Hotel Applications at Dorchester Collection
Lives in London, United Kingdom
over 6 months ago

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Experience

  • Global IT - Hotel Applications

    Dorchester Collection - London, United Kingdom

    IT
    April 2017 - Now

  • Guest Services Manager

    ANdAZ - London, United Kingdom

    Front Office reception
    April 2016 - April 2017

    As a Guest Services Manager at the Andaz London Liverpool Street, I play a key role in ensuring the effective running of the Front Office department. Largely my role is centred on looking after our guests, handling their request or queries, ensuring their comfort and satisfaction and taking action where necessary. I am in constant communication with the Assistant Front Office Manager and Director of Rooms, as well as with other departments and managers to ensure all relevant information is shared in a timely manner.

  • Team Leader - Front Office

    Grand Hyatt Melbourne - Melbourne, Australia

    Front Office reception
    November 2014 - December 2015

    This position entails an advancement of the below, Guest Services Officer - Front Office role, whereby along with completing daily administrative/operational duties, I am responsible for ensuring that each shift runs smoothly and that I utilise my time management skills to make certain that all team members under my supervision will complete all necessary tasks within a set period.

  • Guest Services Officer - Front Office

    Grand Hyatt Melbourne - Melbourne, Australia

    Front Office reception
    March 2014 - September 2014

    Receptionist/Night Audit Professionally greeting/attending to all internal/external guest/associate enquiries ensuring requests are met within a timely manner Responsible for ensuring a smooth and efficient check-in/checkout process for all hotel guests Further daily administrative duties include but are not limited to, making/managing reservations, preparing guest accounts, taking payments via cash, credit, eftpos and/or cheque, providing information regarding the hotel's facilities and surrounding Melbourne CBD, handling guest complaints and ensuring guest satisfaction via Medallia/NPS

  • Guest Services Officer - Communications

    Grand Hyatt Melbourne - Melbourne, Australia

    Communication
    October 2013 - March 2014

    Professionally greeting/attending to all internal/external guest/associate enquiries ensuring requests are met within a timely manner Answering and further transferring incoming phone calls to relevant persons/departments Responsible for completing daily administrative duties including but not limited to, arranging wake-up calls, taking in-room dining orders and monitoring/implementing emergency/security protocol

Education

Languages

  • English
    Native or fluent
    100%
  • Spanish
    Notions
    20%

Skills

  • Attention to detail
  • Communication
  • Customer Service Skills
  • Data Entry
  • Front Office
  • Hotsos
  • infogenesis
  • it admin
  • Manage Engine Service Desk Plus
  • Micros
  • Microsoft Office
  • Opera OCIS
  • Opera OXI
  • Opera PMS
  • Professional work ethic
  • Profile Audit
  • Reserve
  • Rooms Admin
  • Rooms Division
  • Team Leadership
  • Teamwork

Other

  • Nomination for the Three-Pillar Student Recognition Award for Team Work and Leadership

    July 2011 - Blue Mountains International Hotel Management School

  • Minister’s Student Achiever Award in Tourism and Hospitality Studies

    July 2013 - Destination NSW

  • Silver Medal in Academic Achievement

    February 2014 - Blue Mountains International Hotel Management School

    Awarded for the BMIHMS Graduating Class of February 2014

  • Hyatt Award - Raising the Academic Profile of the School

    February 2014 - Blue Mountains International Hotel Management School

    Graduate Privileged Partners Program - Hyatt Hotels and Resorts Asia Pacific - Raising the Academic Profile of the School awarded at the BMIHMS Graduation Ceremony, February 2014

  • Finalist - Annual Rising Star Award

    December 2014 - Grand Hyatt Melbourne

    Nomination under this award category recognises the candidate's significant impact and contribution to the Grand Hyatt Melbourne community throughout the year.

  • Leadership Development Program

    September 2015 - Grand Hyatt Melbourne

    Congratulations on successfully completing this exclusive Programme that included 15 leadership classroom training sessions; eight online training modules; and a formal presentation on your chosen topic of Departmental Training.

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