Andy Huang
Melbourne,VIC
Summary
Proven Guest Service Ambassador with a track record of enhancing customer satisfaction at both Hilton & IHG group through expert guest relations and proficient hotel software knowledge. Leveraged active listening and dynamic service skills to significantly improve customer retention. Specializes in utilizing tourism management expertise to resolve concerns efficiently, fostering a welcoming environment for all guests.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Guest Service Agent
Hotel Indigo Melbourne On Flinders , An IHG Hotel
11.2023 - Current
- Introduced guests to the unique INDIGO neighborhood story, highlighting its rich history and vibrant culture. Additionally, provided an overview of the IHG One Rewards Program, ensuring guests understand the benefits available to them during their stay.
- Aimed at creating a positive and welcoming first impression for our guests, enhancing their overall experience with us.
- Streamlined check-in & check-out processes for increased efficiency and reduced wait times.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
Guest Service Agent
Holiday Inn Express On Little Collins,An IHG Hotel
05.2024 - Current
- Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations.
- Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
- Answered hotel phones with professionalism and directed calls appropriately.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
Guest Service Ambassador F&B
Hilton
07.2022 - 10.2023
- Greeted and seated guests upon arrival by providing warm welcome.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Resolved guest concerns quickly regarding food selection, beverage availability and freshness.
- Enhanced customer satisfaction by providing efficient and attentive service during busy periods.
Front of House Wait Staff Member
Suan Suan Hot Pot
07.2022 - 10.2023
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Cultivated warm relationships with regular customers.
Pharmacy Assistant
Chemist Warehouse
05.2023 - 10.2023
- Greeted customers and responded to questions with friendly, knowledgeable assistance.
- Answered telephones and provided information about order status, store hours and pharmacy procedures.
- Informed supervisor of front-end product gaps, scanning problems and price mismatching.
- Received incoming supplies and stocked in correct locations.
Hotel Receptionist
Nayoung Beach Resort
05.2021 - 02.2022
- Provided exceptional customer service for a memorable stay, addressing guest inquiries and resolving issues promptly.
- Resolved service-related problems and documented actions in system.
- Introduced customers to resort amenities with pleasant and helpful manner.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
Education
Bechelor Of Arts - Language Arts Education
Tunghai University
Taichung, Taiwan07.2021
Skills
- Hotel software knowledge
- Hospitality services
- Guest Relations
- Active Listening
- Customer Service
Accomplishments
- Got mentioned several times on 5 stars Google Reviews and Guest positive feedback while working at INDIGO
- Collaborated with team members to make Hilton Cairns become Number 1 Guest Satisfaction Score for Breakfast in 2022
- Got nominated had the most five stars reviews on Google Map during the year 2021 in Nayang Beach Resort
Certification
- RSA
- TOEIC GOLD
- JLPT N2
- First Aid/CPR Certified
Languages
English
Full Professional
Chinese (Mandarin)
Native or Bilingual
Japanese
Limited Working
Referee
Tarusha Fernando
- Front Office Manager of INDIGO on Flinders Melbourne
- Email : tarusha.fernando@proinvesthotels.com
Timeline
Guest Service Agent
Holiday Inn Express On Little Collins,An IHG Hotel
05.2024 - Current
Guest Service Agent
Hotel Indigo Melbourne On Flinders , An IHG Hotel
11.2023 - Current
Pharmacy Assistant
Chemist Warehouse
05.2023 - 10.2023
Guest Service Ambassador F&B
Hilton
07.2022 - 10.2023
Front of House Wait Staff Member
Suan Suan Hot Pot
07.2022 - 10.2023
Hotel Receptionist
Nayoung Beach Resort
05.2021 - 02.2022
Bechelor Of Arts - Language Arts Education
Tunghai University