Felicity Pham
Summary
Detail-oriented customer service professional bringing demonstrated success in transforming challenges into customer satisfaction. Over 3 years of guest service experience in hospitality and medical industry, successfully managing concerns and working in teams. Strong background in customer relations and communication with additional skills in marketing and design software.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Guest Services Agent
The Westin Melbourne
02.2023 - 10.2023
- Experience with working towards KPI’s, with a focus on member enrollment and guest experience.
- Collected room deposits, fees, and payments.
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Collected room deposits, fees, and payments.Facilitated front of house interactions and customer service at a 5 star level
- Provided meaningful guest interaction, from check-in to check-out and nurturing meaningful guest interactions
- Handled financial aspects of guest stay, problem-solved guest disputed and queries, anticipated guest needs
Food and Beverage Attendant
Crown Melbourne
09.2022 - 01.2023
- Catered large events upwards of 200 pax at a 5 star level
- Delivered exceptional service even under high-pressure situations, maintaining the highest standards of professionalism.
- Handled cash transactions accurately, ensuring accountability and proper financial reporting at the end of each shift.
- Resolved customer complaints promptly and professionally, turning potentially negative experiences into positive ones.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Bartender
Ms Collins
08.2022 - 11.2022
- Served high customer volumes during special events, nights, and weekends.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
Front Desk Receptionist
Bankstown Eye Specialists
01.2020 - 08.2021
- Processed payments and lodgment of claims
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Organised and completed administration tasks in a private clinic.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
Education
Bachelor of Commerce - Marketing And Management
University of Melbourne
Parkville, VICSkills
- Guest communication
- Writing and verbal communication
- Complaint Handling
- Customer Service
- Cash Management
- Adobe Creative Cloud: Photoshop, InDesign, Illustrator
- Proficient in Opera and POS
- Teamwork
Languages
English
Vietnamese
Volunteer Experience
- Australian Health Humanitarian Aid Annual Cambodia Field Trip (2017-2019)
- Rev. Bill Crews Foundation (2018)
- Anglicare Aged Homes (2019)
- Our Big Kitchen (2020)
- Independent Charity Work in rural Australia for Drought relief (2020-2021)
Certification
RSA Certification
Timeline
Guest Services Agent
The Westin Melbourne
02.2023 - 10.2023
Food and Beverage Attendant
Crown Melbourne
09.2022 - 01.2023
Bartender
Ms Collins
08.2022 - 11.2022
Front Desk Receptionist
Bankstown Eye Specialists
01.2020 - 08.2021
Bachelor of Commerce - Marketing And Management
University of Melbourne
RSA Certification
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