Chun-Hsiu (Andrew) Hu
Southbank,VIC
Summary
Dynamic and detail-oriented professional with extensive experience at Crown Melbourne, excelling in customer service and time management. Proven track record in optimizing reservation processes and enhancing guest satisfaction through effective communication and active listening. Committed to maintaining a welcoming environment while ensuring compliance with company policies.
Overview
3
3
years of professional experience
Work History
Front Desk Receptionist
Crown Melbourne
Melbourne, VIC
04.2025 - Current
- Managed reservations using hotel management software, optimizing occupancy rates.
- Provided information on hotel amenities and local attractions to enhance guest satisfaction.
- Assisted with administrative tasks, including phone management and email correspondence.
- Coordinated with housekeeping to ensure timely room readiness for incoming guests.
- Maintained lobby area cleanliness and organization, promoting welcoming environment.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Collected room deposits, fees, and payments.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Developed strong working relationships with team members, fostering a positive work environment.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Completed all tasks in compliance with company policies and procedures.
Reservation Agent
Crown Melbourne
Melbourne, VIC
09.2023 - 04.2025
- Managed customer inquiries and provided accurate information regarding reservations.
- Processed booking modifications and cancellations efficiently to ensure customer satisfaction.
- Utilized reservation software to streamline booking processes and maintain accuracy.
- Assisted in training new staff on reservation systems and customer service protocols.
- Implemented quality control measures to enhance overall reservation accuracy and efficiency.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
Front Desk Receptionist
Accor Hotels
Melbourne, VIC
01.2023 - 06.2023
- Greeted and checked in guests, ensuring seamless arrival experience.
- Resolved guest inquiries and complaints promptly, fostering positive relationships.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
Education
Bachelor of Hotel Management - Hotel Management
Southern Cross University
Melbourne 07.2023
Skills
- Customer service
- Attention to detail
- Time management
- Listening skills
Languages
Chinese (Mandarin)
Native or Bilingual
Timeline
Front Desk Receptionist
Crown Melbourne
04.2025 - Current
Reservation Agent
Crown Melbourne
09.2023 - 04.2025
Front Desk Receptionist
Accor Hotels
01.2023 - 06.2023
Bachelor of Hotel Management - Hotel Management
Southern Cross University