Summary
Overview
Work History
Education
Skills
Certification
Languages
Personal Information
References
Timeline
Generic

Emily Chaewon Hwang

Footscray,VIC

Summary

Well-versed in assisting customers through superior interpersonal communication and exceptional problem-solving competencies. Provides warm, courteous, and supportive customer 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 and refund
  • Check guests in and out of the property accurately and 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
  • Effective Planning
  • Adaptability
  • Recordkeeping

Certification

  • Certificate of Food Handlers
  • Certificate of Responsible Service of Alcohol (RSA)

Languages

English
Korean

Personal Information

Visa Status: Permanent Residency

References

  • Ramon Rezvani, Front Office Team Leader at Meriton Suites Melbourne, rezvaniramon@gmail.com, 0452 230 503
  • John Cabrera, Higher Duties Dealer at Crown Melbourne, cabrera.john73@gmail.com, 0452 408 449
  • Daniel Quintal, Site Leader at Covid-19 Testing Site, danielq@dr.com, 0433 935 155
  • Aaron Glenn, Hotel Manager at Mantra on Russell, aaron.glenn@accor.com, 03 9915 2500

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

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Emily Chaewon Hwang