Experience

Melbourne Marriott Hotel

• Australia
• Hospitality
• 1 - 100 Employee

• Guest Service Manager

  • May 2021 - Present



Complex Westin Brisbane & Four Points by Sheraton

• Front Office Supervisor/Acting Duty Manager

  • Nov 2019 - May 2021

  Supervise shift processes, direct workflow, and communicate with other departments to ensure Front Desk operations run smoothly. Stepped in as Acting Duty Manager overseeing daily Front Desk operations on a regular basis. Assisting the QLD Government with the repatriation of Australians for the last 11 months. Experience with handling airline crew accommodation for multiple airlines contracted with the hotel.Responsible for training new and existing associates as well as assisted in the development of Front Office LSOPs. Task Force at JW Marriott Gold Coast to assist with training and pre-opening preparations.Received "Operational Standout' 2020 Award and recognized in Marriott's "Spirit to Serve" Recognition Program.



Caravelle Saigon

• Vietnam
• Hospitality
• 100 - 200 Employee

• Hotel Management Trainee Program

  • May 2017 - Apr 2019

  - Completed an 18-month Management Trainee Program at a 5-star hotel (the first person ever to be offered this program in the hotel’s history), cross-training in all departments including Reservation, Revenue Management, Housekeeping, with particular emphasis on Front Office and Sales & Marketing.- Trained for 8 months within the Front Office learning all aspects of the department from a managerial perspective and leveraging this knowledge to: . Fulfill the acting duty manager role which included managing the front desk team, handling guest complaints and communicating with various departments within the hotel to oversee the 150+ daily check-in and check-outs. . Promote and up-sell hotel services and facilities, achieving the top monthly up-seller numerous times. . Manage the hotel’s large percentage of Chinese guests, providing personalized customer service and attending to all requests and inquiries promptly and efficiently.- Trained for 8 months within the Sales & Marketing Department, learning the ins and outs and:Able to fulfill all sales executive responsibilities in both the corporate and leisure segments during this time. . Selected to participate in re-writing the Sales Department’s SOPs. . Involved in the rebranding of the hotel following a 12-month full renovation. - Nominated to be part of the Quality Assurance Team. This involved auditing to ensure the highest hotel standards are maintained, in addition to completing an extensive report to be reviewed by the General Manager and Senior Management.



Caravelle Saigon

• Vietnam
• Hospitality
• 100 - 200 Employee

• Guest Service Agent

  • Apr 2016 - Nov 2016

  - Utilized Opera to manage guest accounts and complete check-in and check-out procedures according to 5-star standards. - Promoted and upsold hotel facilities through strong product knowledge and achieved top seller 3 times within a 6-month period.- Communicated with various departments within the hotel to ensure Front Desk operations ran smoothly.