Ai Murayama
Gold Coast,QLD
Summary
A recent International Hotel and Tourism Management graduate with 3+ years of customer-facing experience in hospitality. Proven ability in building customer relationship and providing personalised support, with strong skills in reservation management and problem solving. Driven by genuine passion for creating tailored travel solutions that lead to unforgettable adventures.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Guest Service Agent
The Star Gold Coast
Gold Coast, QLD
11.2024 - Current
- Provided professional front-line customer support for a high-volume hotel, resolving guest issues promptly via in-person, phone, and email communication.
- Took initiative during a venue closure to reallocate bookings across multiple sites, managing room inventory and maintaining guest satisfaction during a complex operational disruption.
- Accurately processed bookings, handled confidential data, and used OPERA PMS, developing strong attention to detail and system literacy.
- Maintained clear documentation of guest concerns and service recovery actions for team visibility.
- Managed service limitations by clearly communicating with non-eligible external guests, protecting company assets, and maintaining policy standards.
- Thrived in a fast-paced, collaborative environment by supporting colleagues during peak periods, and adapting to shifting priorities.
Restaurant Floor Leader
Bistro Lamp
Gold Coast, QLD
08.2022 - 06.2025
- Delivered attentive, personalised service by combining deep product knowledge with a passion for creating memorable guest experiences.
- Led floor operations by monitoring service flow, supporting teammates during peak times, and handling complex guest situations.
- Managed customer complaints with professionalism and empathy, ensuring smooth resolution and guest satisfaction.
- Mentored junior staff, and provided on-the-job training and guidance to support team development.
- Balanced multiple responsibilities under pressure while maintaining high service standards.
Guest Service Agent Intern
JW Marriott Gold Coast Resort & Spa
Gold Coast, QLD
05.2024 - 08.2024
- Delivered tailored recommendations on local attractions and dining options by actively listening to guests' preferences.
- Developed strong problem-solving and communication skills through reflective learning and service recovery situations.
- Took initiative in assisting with check-in/check-out procedures, luggage handling, and guest issue resolution by coordinating with internal departments.
- Demonstrated fast adaptation to new systems and work environments through active learning and continuous self-improvement.
Education
Bachelor of International Hotel And Tourism Management -
Bond University
Gold Coast06-2025
Skills
Customer Support & Communication
- Bilingual customer support (Japanese and English) across phone, email, and in-person channels
- Conflict resolution and tailored service recovery
- Consultative communication and rapport-building with diverse clients
Technical & System Skills
- Experience using PMS and hotel workflow knowledge
- Case documentation and SOP compliance
- Adaptability to new platforms and tech environments
Problem-Solving & Analysis
- Critical thinking and proactive problem-solving under pressure
- Attention to detail and process-driven mindset
Teamwork & Adaptability
- Flexibility to work varied shifts in fast-paced environments
- Effective collaboration with cross-functional teams
- Cultural sensitivity and ability to work in global teams
Languages
Japanese
Native/ Bilingual
English
Advanced (C1)
C1
Certification
IELTS 7.5 issued in May 2025
References
References available upon request.
Timeline
Guest Service Agent
The Star Gold Coast
11.2024 - Current
Guest Service Agent Intern
JW Marriott Gold Coast Resort & Spa
05.2024 - 08.2024
Restaurant Floor Leader
Bistro Lamp
08.2022 - 06.2025
Bachelor of International Hotel And Tourism Management -
Bond University