Emily Hwang
Footscray,VIC
Summary
Well-versed in assisting guests through superior interpersonal communication and exceptional problem-solving competencies. Provides warm, courteous, and supportive guest service in a professional manner. Eager to not only achieve the needs of individuals, but also to achieve the highest customer satisfaction and the organisation's goals at the same time.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Guest Service Agent
Meriton Suites Melbourne
08.2023 - Current
- Provide attentive support to guests both in person and over the telephone in a professional manner
- Create and store documentation & posting all types of transactions on Property Management System
- Process a variety of transactions including credit card, voucher and refund accurately
- Check guests in and out of the property in a timely manner
- Handle all interactions with guests and travel agents including walks-in, email and phone.
Table Game Dealer
Crown Melbourne
06.2022 - 03.2023
- Complete gaming transactions accurately and efficiently
- Ensure delivery on Crown's service values is consistent with the customer segment
- Demonstrate knowledge of gaming rules, procedures, processes, and equipment functionality
- Resolve issues between customers in conflict situations and gain cooperation with minimal interruption
- Deliver productivity on tables in line with performance targets.
Covid-19 Testing Triage Officer
Department of Health & Manpower
09.2021 - 02.2022
- Perform triage duties in the registration of people presenting for testing and record in Test Tracker
- Inform accurate information regarding COVID-19 isolation and quarantine rules to the clients presenting for testing
- Relate to the clients who have been diagnosed with COVID-19 and give them thoughtful advice regarding their health and safety
- Comply with Department of Health policies and safety precautions
- Keep accurate and complete records of the clients in accordance with the department's privacy policies and requirements.
Guest Service Agent
Mantra on Russell
03.2021 - 08.2021
- Take initiative to ensure that interactions with guests are positive, supportive, problem-solving, and professional both in person and over the telephone
- Make sure guests always feel both welcome and comfortable by providing passionate, knowledgeable, and friendly service
- Check guests in and out of the property accurately and in a timely manner
- Handle guest enquiries and complaints in an attentive and professional manner.
Education
Bachelor of Resort and Hotel Management -
William Angliss Institute
Skills
- Personalised Customer Service
- Conflict Management
- Proficiency in Microsoft Office
- Property Management System
- Adaptability
- Recordkeeping
- Leadership
- Strong Verbal & Written Communication Skills
Certification
- Certificate of Food Handlers
- Certificate of Responsible Service of Alcohol (RSA)
References
References available upon request.
Timeline
Guest Service Agent
Meriton Suites Melbourne
08.2023 - Current
Table Game Dealer
Crown Melbourne
06.2022 - 03.2023
Covid-19 Testing Triage Officer
Department of Health & Manpower
09.2021 - 02.2022
Guest Service Agent
Mantra on Russell
03.2021 - 08.2021
Bachelor of Resort and Hotel Management -
William Angliss Institute
- Certificate of Food Handlers
- Certificate of Responsible Service of Alcohol (RSA)
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