Emma Wang
Sydney,NSW
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent guest relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
9
9
years of professional experience
Work History
OneTouch Assistant Manager
Sofitel Sydney Darling Harbour
03.2023 - Current
- Monitor guest feedback, using to improve service and departmental operations.
- Monitor guest services personnel for efficiency and accuracy of response to guest complaints.
- Managing all external and in house guest calls including In Room Dining and the Hotels Emergency line.
- Coached and developed associates to improve soft skills and recovery techniques.
- Establish team priorities, maintained schedules and monitored performance.
Hotel Duty Manager
Sofitel Sydney Darling Harbour
02.2022 - Current
- Provided services efficiently and with high level of accuracy.
- Handled guest complaints and maintain high guest satisfaction rates.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Monitored and evaluated performance of personnel to confirm compliance with standards.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Developed and implemented strategies to optimize operational efficiency and maximize profits.
- Planned and executed marketing activities to improve property brand and increase revenue.
Assistant Night Manager
Sofitel Sydney Darling Harbour
11.2021 - 02.2022
- Effectively manage the daily reconciliation of the Hotel's trading
- Check and prepare reports and statistical information in accordance with service standards and auditing procedures during the night shift
- Represent the General Manager in their absence, holding responsibility for the smooth and efficient running of the Hotel's overnight operation
- Ensure maximum guest satisfaction as well as the safety and security of the property
- Resolved guest complaints promptly and professionally to maintain satisfaction.
Overnight Front Office Attendant
Crown Towers
11.2020 - 11.2021
- Assist Overnight Manager in all aspects of the department and ensure service standards are followed
- Assist Guest Services when needed, handling phone calls, In Room Dining/Amenities request and all other request and inquiries on the phone and emails make sure all the matters are addressed to the related departments
- Monitor FCS for all departments and follow up when needed to make sure guests receive smooth and efficient services
Sales Professional
Tiffany&Co
11.2018 - 11.2020
- Drive sales and marketing teams to achieve targets
- Establish, develop and maintain positive business and customer relationships
- Expedite the resolution of customer problems and complaints to maximize satisfaction
- Create brand awareness for products and services
- Grew client base by analyzing consumer needs to introduce relevant products and complete sales processes.
- Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements.
Shift Leader
The Westin Sydney
04.2018 - 11.2018
- Trained new employees and delegated daily tasks and responsibilities.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
Guest Service Agent—Front Office
The Westin Sydney
04.2017 - 04.2018
- Understand the purpose of the guest's stay, communicate effectively to relevant departments in order to fulfil guest requests and tailor a bespoke experience for the guest
- Refer guests to hotel amenities and local venues
- Communicate guests' requests and complaints to the appropriate department
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
Concierge
Sheraton Zhengzhou
12.2014 - 06.2015
- Identify VIPs, SPG members, regulars and long staying guests and provide unique, personalized services
- Promote hotels products and services to guests
- Addressed guest inquiries with timely and professional responses via phone, email and in-person interactions.
- Offered friendly and efficient service to guests, handled challenging situations with ease.
Education
Bachelor of Hotel Management - Hotel Management
The Hotel School
Sydney, NSW2016
High School Diploma -
The Gap State High School
Brisbane, QLD2012
Skills
- Microsoft Word, Excel, PowerPoint
- OPERA PMS
- Attributes Bilingual (Mandarin and English)
- Proactive and decisive
- Able to work within a fast paced environment with a focus on quality
Timeline
OneTouch Assistant Manager
Sofitel Sydney Darling Harbour
03.2023 - Current
Hotel Duty Manager
Sofitel Sydney Darling Harbour
02.2022 - Current
Assistant Night Manager
Sofitel Sydney Darling Harbour
11.2021 - 02.2022
Overnight Front Office Attendant
Crown Towers
11.2020 - 11.2021
Sales Professional
Tiffany&Co
11.2018 - 11.2020
Shift Leader
The Westin Sydney
04.2018 - 11.2018
Guest Service Agent—Front Office
The Westin Sydney
04.2017 - 04.2018
Concierge
Sheraton Zhengzhou
12.2014 - 06.2015
Bachelor of Hotel Management - Hotel Management
The Hotel School
High School Diploma -
The Gap State High School
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