CINDY HOANG
FAIRFIELD,NSW
Summary
Humble Front Office Supervisor 5 years of experience and comprehensive understanding of leading through example. Successful at calmly multitasking during high-demand situations and streamlining processes without steamrolling functionality.
Overview
6
6
years of professional experience
Work History
FRONT OFFICE SUPERVISOR
The Star Grand Hotel And Residences
12.2023 - Current
- Train new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Develop strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Conduct regular performance evaluations for front office staff to foster professional growth and development opportunities.
- Promote positive work environment by fostering teamwork among front office staff members.
- Act on behalf of Hotel Front Office Manager in their absence
- Be in charge of petty cash, order and stocktake purchasing, new starters onboarding
FRONT DESK AGENT
The Star Grand Hotel and Residences
04.2021 - 11.2023
- Responsible for daily operations of the front desk and front office room coordinator, including welcoming guests, performing check‑in and check‑out both individuals and groups, answering calls while addressing guest enquires and emails in a timely manner
- Train and mentor new team members
- Manage guest complaints and resolve issues quickly to ensure smooth guest experience
- Liaise with relevant departments such as maintenance and housekeeping team regarding room issues and guest requests
- Increase hotel revenue by collecting late check out fees and upselling rooms whenever possible.
RESTAURANT MANAGER
Sushi Train Restaurant
01.2022 - 06.2023
- Confer with customers to access their satisfaction with meals and service both dine‑in orders and take‑ away orders
- Stocktake and arrange the purchasing of items and stocks according to budget
- Make weekly rosters and ensure correct payroll for staff
- Recruit, interview and train new team members
- Compile and update employee training manuals.
FRONT DESK AGENT
Sir Stamford at Circular Quay
12.2019 - 04.2021
- Perform all typical tasks of a guest service agent and a night audit such as check‑in, check‑out, upselling, making reservations and following up with chargeback from OTAs
- Answer ongoing phone calls and accommodate guest's requests and solving complaints in a timely manner
- Always among top upsellers of the team through upselling room upgrade and add on breakfast package.
GUEST SERVICE AGENT
REGENCY CLUB, HYATT REGENCY SYDNEY
08.2018 - 11.2019
- Handle VIP and high profile guest's requests both room and F&B special requests
- Work both as F&B attendant in canapes and breakfast time and as a front desk agent during the day
- Train new starters
- Receive name mentions on multiple occasions on Tripadvisor and Hyatt (Hyatt's internal feedback collecting survey from guest).
- Resolve billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
Education
Master of Management (Tourism and Hospitality) -
International College of Management Sydney (ICMS)
MANLY, NSW12.2019
Bachelor of English Studies -
Hanoi University
HANOI, VIETNAM06.2017
Skills
- Multilingual (English, Mandarin and Vietnamese)
- Time Management
- Task Delegation
- Training new team members
- Giving and receiving feedback
- Issue handling
References
- Tracey Pham (Assistant Front Office Manager), Sydney Harbour Marriott Hotel at Circular Quay
Contact: + 61 410 383 859
- Georges Matar (Assistant Front Office Manager), The Star Grand Hotel and Residences
Contact: +61 431 038 733
- Vivian Lam (Assistant Front Office Manager), The Star Grand Hotel and Residences
Contact: vivian.lam@star.com.au
Timeline
FRONT OFFICE SUPERVISOR
The Star Grand Hotel And Residences
12.2023 - Current
RESTAURANT MANAGER
Sushi Train Restaurant
01.2022 - 06.2023
FRONT DESK AGENT
The Star Grand Hotel and Residences
04.2021 - 11.2023
FRONT DESK AGENT
Sir Stamford at Circular Quay
12.2019 - 04.2021
GUEST SERVICE AGENT
REGENCY CLUB, HYATT REGENCY SYDNEY
08.2018 - 11.2019
Master of Management (Tourism and Hospitality) -
International College of Management Sydney (ICMS)
Bachelor of English Studies -
Hanoi University
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