Chun-Hsiu Hu (Andrew)
Carlton,VIC
Summary
Adept at enhancing guest experiences, I streamlined reservation processes at Crown Melbourne, significantly reducing booking errors. My expertise in reservation software and active listening, coupled with a knack for complaint handling, ensures top-notch guest relations. My role at Accor honed my skills in payment processing and teamwork, contributing to a seamless service environment.
Professional in hospitality industry with strong background in guest services and reservation management. Known for effective communication, problem-solving skills, and ability to adapt to dynamic environments. Valued team player focused on delivering exceptional customer experiences and achieving operational goals. Proficient in reservation software, customer relationship management, and coordinating with various departments to ensure smooth operations.
Overview
3
3
years of professional experience
Work History
Hotel Reservation Agent
Crown Melbourne
09.2023 - Current
- Streamlined reservation processes for increased efficiency and reduced booking errors.
- Managed large call volumes, maintaining professionalism and attention to detail under pressure.
- Collaborated with other departments to ensure seamless guest experience from reservation to checkout.
- Addressed customer concerns and resolved issues, resulting in improved guest relations.
- Maintained up-to-date knowledge of hotel promotions, rates, and availability for accurate bookings.
- Delivered exceptional service through active listening, empathy, and clear communication with guests during phone interactions.
Front Desk Agent
Accor
10.2022 - 04.2023
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained a clean and organized workspace, contributing to the overall professionalism of the front desk area.
Bar/Waiting Staff
Kingpin Bowling
12.2021 - 06.2022
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
Education
Hotel Management Bachelor - Hotel Management
Southern Cross University
Melbourne, VIC02-2020
High School Diploma -
Narrabundah College
Canberra, ACT 01-2017
Skills
- Guest services
- Guest relations
- Complaint handling
- Reservation software
- Language skills
- Payment processing
- Hotel policy enforcement
- Teamwork
- Computer skills
- Active listening
- Hospitality services
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Asked by hotel manager to handle concierge duties due to high level of professionalism and attention to detail when that individual was out sick for a week.
- Resolved product issue through consumer testing.
Languages
Chinese (Mandarin)
Native or Bilingual
English
Full Professional
Japanese
Limited Working
Timeline
Hotel Reservation Agent
Crown Melbourne
09.2023 - Current
Front Desk Agent
Accor
10.2022 - 04.2023
Bar/Waiting Staff
Kingpin Bowling
12.2021 - 06.2022
Hotel Management Bachelor - Hotel Management
Southern Cross University
High School Diploma -
Narrabundah College
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