Dat Phung(Tad)
Melbourne,VIC
Summary
With nearly five years of night shift experience in 4- and 5-star hotels, I am confident in my ability to deliver professional and efficient overnight operations. I am responsible, proactive, and skilled at supporting teamwork. My strong problem-solving and service recovery skills, combined with calm decision-making under pressure, help ensure excellent guest experiences. I am eager to learn and always prioritize team success and operational excellence.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Acting Night Manager
Novotel Melbourne on Collins - Accor
05.2025 - Current
- Supervised hotel operations overnight and ensured the safety and security of guests, staff, and property.
- Managed and supported 1–2 night staff members to deliver smooth, welcoming, and professional customer service.
- Completed night audit duties, including credit reports, cash float checks, EFTPOS reports, and other required paperwork.
- Reviewed, summarized, and verified all reports to ensure accuracy before rolling the system over to the next business day using Opera Cloud and Ariel.
- Resolved guest issues and operational problems promptly and effectively during night shifts.
- Conducted shift handovers with other managers to ensure clear communication and continuity of operations.
- Prepared and sent daily reports and emails to senior management each morning.
- Maintained the duty log and prepared the VIP arrival list for the following day.
Night Auditor
Novotel Melbourne on Collins - Accor
05.2025 - Current
- Processed guest check-ins and check-outs efficiently during overnight shifts.
- Assisted the Night Manager with audit reports, including credit card reports, gift card reports, and loyalty points reconciliation.
- Collected and reviewed restaurant payslips to ensure accuracy before submitting them to the Night Manager.
- Provided room service during night shifts, ensuring timely delivery and high service standards.
Guest Service Agent/Night Guest Service Agent
Grand Mercure – Accor
10.2023 - 03.2025
- Performed guest check-in and check-out procedures with a warm, welcoming, and professional attitude.
- Delivered high-quality customer service to ensure guests felt comfortable and at home throughout their stay.
- Prepared guest billing and financial documents for the morning (AM) shift.
- Completed and organized required paperwork for management, including attached documents and notes for the following day’s arrival list.
- Assisted guests with requests to the best of my ability, ensuring prompt and courteous service.
- Processed guest payments accurately and efficiently.
- Supported guests with room reservations and booking inquiries.
- Communicated and handed over all important issues and incidents from the shift to the Manager.
- Reviewed and verified transaction reports at the end of each shift to ensure accuracy.
Receptionist
Kim Hotel-Local Hotel
02.2022 - 08.2023
- Managed front desk operations, ensuring seamless guest check-in and check-out processes.
- Coordinated room reservations and maintained accurate booking records using hotel management software.
- Responded to guest inquiries, providing information on hotel amenities and local attractions.
- Assisted in resolving guest complaints, enhancing overall customer satisfaction through effective communication.
- Carried out basic maintenance tasks within the hotel, such as fixing room lights, water pipes, and minor equipment issues.
- Coordinated with the Housekeeping team to arrange room cleaning and servicing as required.
- Managed and monitored the hotel car park to ensure guest vehicles were handled safely and efficiently.
- Upsold room types and hotel services to guests to maximize revenue and enhance guest experience.
Education
No Degree - Mental Health
RMIT University
Melbourne, Victoria, VIC10-2027
Skills
- Security awareness
- Strong knowledge with PMS systems (Opera Cloud, Ariel)
- Guest assistance
- Staff supervision and shift coordination
- Reservations management
- Complaint handling
- Negotiation and conflict resolution
- Employee coaching and mentoring
- Communication & shift handover
- Time management and multitasking
- Reporting and documentation
Languages
English
Vietnamese
Certification
Full Driver Licensed
Timeline
Acting Night Manager
Novotel Melbourne on Collins - Accor
05.2025 - Current
Night Auditor
Novotel Melbourne on Collins - Accor
05.2025 - Current
Guest Service Agent/Night Guest Service Agent
Grand Mercure – Accor
10.2023 - 03.2025
Receptionist
Kim Hotel-Local Hotel
02.2022 - 08.2023
No Degree - Mental Health
RMIT University