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About me
• Self-assured and results-driven Australian professional with more than 5 years providing high-performance marketing, customer service, and operations support in luxury hotels and a government tourism office in several countries.
- Strong dedication to process efficiencies in delivering high-impact customer service that builds professional relationships in growing a people-centric hospitality business.
- Detail-oriented, analytical and methodical with critical thinking to resolve professional relationship and work issues even under stress.
• Well-organized with multitasking and prioritization skills that optimize resources to achieve outstanding results.
• Strong people management and interpersonal communication skills that inspire customer confidence while forging teamwork synergies with colleagues across diverse ethnicities.
Experience
9 years and 1 month
-
Assistant Front Office Manager
Ovolo Woolloomooloo - Sydney, Australia
ReceptionMarch 2018 - Now · 6 years and 2 months -
Front Office Supervisor
qualia, Hamilton Island - Whitsundays, Australia
ReceptionMarch 2017 - March 2018 · 1 year and 2 months -
Guest Services Manager
Howard Johnson Tongfang Plaza Zhuji - Shaoxing, China
Guest RelationsApril 2015 - May 2016 · 1 year and 2 months• Oversaw all tasks performed by the Guest Services team, gathering guest feedback and providing the Front Office Manager with monthly assessments analyzing online reviews and guest feedback, and evaluating regular hotel scores on online booking to identify areas for improvement. • Ensured that Guest Services team complied with service quality standards and performance metrics, while maintaining guest profiles and history, handling VIP arrivals, and assisting room maintenance teams during peak seasons. • Addressed customer complaints and issues on time to restore confidence and patronage.
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Management Trainee Guest Services
Wyndham Worldwide - Hangzhou, China
Guest RelationsJune 2014 - April 2015 · 11 months• Provided administrative support, maintaining guest profiles and booking information, responding to guest enquiries with relevant information on local attractions and events, and communicating with the Front Office Manager on all matters involving guest service and hotel operations. • Completed all online training modules while assisting front office personnel and all departments at peak periods. • Collaborated with other departments and outside contacts to ensure excellent service delivery, ensuring VIPs and club guests receive special attention, inspecting all VIP rooms prior to their arrival, and welcoming VIP guests personally. • Addressed guest needs and resolved issues promptly and professionally in compliance with service quality standards. • Promoted inter-hotel sales and in-house facilities, checking billing instructions and monitoring guest credit.
Education
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Masters of International Business
University of Sydney - New South Wales, Australia
January 2019 - March 2020 -
Chinese Language Program
Zhejiang Gongshang University - Hangzhou, China
September 2016 - Now -
Bachelor of Business (Hospitality Management)
Victoria University - Hospitality and Tourism Management - Parkville, Australia
February 2010 - November 2013
Languages
2 languages
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English
Native or fluent
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Chinese
Professional working
Personal information
Nationalities
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Australian
Work Permits
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Australia
Date of birth
November 26th 1991
Driving License
Yes
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