Gary Cheong
Unit 2853, 1-5 Cremin Street Upper Mount Gravatt,QLD
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer 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
8
8
years of professional experience
Work History
ASSISTANT MANAGER/FRONT OFFICE ALL ROUNDER
Royal On The Park Hotel & Suites
2021.04 - Current
- Serve as First Aid Officer when on duty
- Streamline hotel operations for increased efficiency, implementing new processes and procedures.
- Improve customer satisfaction by addressing and resolving complaints promptly.
- Oversee entire Front Office operations to maintain high standards
- Represent senior management in their absence, assuming full responsibility and accountability for the efficient operation of the hotel across all departments
- Manage and monitor activities of all employees in the Front Office department, providing guidance to existing and training to new staff members.
ACTING NIGHT MANAGER
Mercure & Ibis Brisbane
2020.01 - 2021.04
- During this transition period, I have unofficially assumed the role of night manager
- Due to the unforeseen circumstances and uncertainty of Covid-19, budget constraint was an issue hence the night manager role was made obsolete leaving it vacant ever since
- As the sole night manager, this role primarily focuses on oversight of all overnight operations of the hotel and assisting the Rooms Division Manager in implementing and executing procedures leading the hotel to a successful transition into a quarantine focused operation with Queensland Health.
ASSISTANT NIGHT MANAGER
Mercure & Ibis Brisbane
2018.10 - 2020.01
- Oversee entire Front Office operations overnight to maintain high standards
- Represent senior management in their absence, assuming full responsibility and accountability for the efficient operation of the hotel
- Manage and monitor activities of all employees in the Front Office department, providing guidance to existing and training to new staff members
- Complete all night audit duties, cross check and prepare reports to reflect the trading result of the property on a daily, monthly and yearly basis.
- Enhance guest satisfaction by promptly addressing concerns and resolving issues during night shifts.
- Streamline nightly operations by effectively delegating tasks to team members and ensuring timely completion.
- Manage night audit procedures, verifying accuracy of financial transactions and identifying discrepancies for resolution.
Night Manager
Pama Hospitality Services
2018.05 - 2018.10
- Working as a permanent contractor on loan to Royal on the Park Hotel & Suites and Pacific Hotel Brisbane
- Enhance team performance by providing regular training and promoting a positive work environment.
- Improve guest satisfaction by efficiently managing night operations and promptly addressing customer concerns.
- Manage and monitor activities of all employees in the Front Office department making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed
- Direct and oversee all hotel operations during the night shift to ensure guest satisfaction and safety
- Responsible for the completion of nightly end of day reporting; ensuring accuracy in balancing of accounts
- Oversee preparation of daily summary reports.
FRONT OFFICE ALL ROUNDER
The Sebel Quay West Suites
2016.05 - 2018.10
- Manages day to day operations, ensuring the quality, standards and the expectations of guests are met on a daily basis, being responsible for the hotel in the absence of the Hotel Manager
- Supervises and manages employees
- Process all guest check-ins by confirming reservations, assigning rooms, issuing and activating room key and opening/closing house based on hotel level
- Process all payment types such as room charges, cash, checks, debit or credit
- Answer, record and process all guests’ calls, messages, requests, questions, or concerns
- Coordinate with other departments to track readiness of rooms and eliminating any potential issues that occur within the hotel
- Merging of guest profiles for next day arrivals ensuring all bookings and charge backs are routed accordingly
- Responding to guests enquiries through extranet channels
- Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs
- Reviewing, renewing all resident accounts at end of month that resides within the hotel
- Create and run daily reports (daily revenue report, arrivals, departures, downtime)
- Assist in all areas of the hotel during peak times to eliminate potential issues
- Actively resolving complaints and challenges complying with assurance expectations
- Review of all end of day revenues against logged reports or receipts
- Edit all End of Day reports to ensure accuracy
- Investigate any anomalies found between daily reports and revenues
- Completing the night audit process and running end of day ensuring all credit cards and cash takings are balanced and accurate
- Ensuring the safety and security of residing guests in the hotel.
FOOD AND BEVERAGE ALL ROUNDER/HOTEL ALL ROUNDER
The Sebel Quay West Suites
2016.03 - 2017.10
- Enhanc customer satisfaction by providing attentive service and anticipating guests'' needs.
- Maintain a clean and organized dining area for an enjoyable guest experience.
- Collaborate with kitchen staff to ensure timely delivery of food orders, resulting in positive feedback from customers.
- Manage high-volume order requests during peak hours while maintaining accurate order fulfillment and prompt service.
- Assist in menu planning and development, leading to increased sales and customer satisfaction.
- Increase repeat business by building rapport with customers through friendly conversation and personalized service recommendations.
Education
Bachelor of Paramedic Science/Bachelor of Nursing -
Queensland University of Technology
Brisbane, QLD11.2024
Bachelor of Business - International Tourism & Hotel Management
Griffith's University
Brisbane, QLD11.2016
Skills
- Well-developed interpersonal skills with demonstrated ability in building and maintaining effective relationships with stakeholders
- Proficient in clear communication to facilitate mutual understanding of requirements, responsibilities and desired outcomes
- Able to work efficiently with minimum supervision whilst maintaining high level of efficiency
- Proven ability at being able to work effectively within diverse and multi-faceted team environments
- Works productively with others, achieves results and effectively solves problems
- Capable of handling multiple tasks and communicating effectively with all levels of management and fellow staff members
Volunteer Experience
- STATE EMERGENCY SERVICES (SES) – Queensland Fire & Emergency Services (QFES)
February 2023 - Current
Member ID: 174136
QUT University Placement - PARAMEDICINE
- January 2022 – February 2022 (240 hours completed)
Queensland Ambulance Service (QAS) - IPSWICH STATION
STUDENT PARAMEDIC
- April 2024 – June 2024 - Upcoming
Queensland Ambulance Service (QAS) - IPSWICH STATION
STUDENT PARAMEDIC
QUT UNIVERSITY PLACEMENT - NURSING
- January 2024 – February 2024 (160 hours completed)
Royal Brisbane & Women’s Hospital (RBWH) – Ward 5C
STUDENT NURSE
- November 2023 – December 2023 (160 hours completed)
Princess Alexandra Hospital – Medical Assessment & Planning Unit (MAPU)
STUDENT NURSE
- March 2023 – April 2023 (160 hours completed)
Queensland Children's Hospital - Ward 10A
STUDENT NURSE
- November 2022 – December 2022 (160 hours completed)
Princess Alexandra Hospital - Ward 5C
STUDENT NURSE
- April 2022 – April 2022 (120 Hours completed)
Marshall Lane Medical Centre Kenmore
STUDENT NURSE
- December 2021 – December 2021 (80 hours completed)
St Paul de Chartres Residential Aged Care
STUDENT NURSE
References
References available upon request
Timeline
ASSISTANT MANAGER/FRONT OFFICE ALL ROUNDER
Royal On The Park Hotel & Suites
2021.04 - Current
ACTING NIGHT MANAGER
Mercure & Ibis Brisbane
2020.01 - 2021.04
ASSISTANT NIGHT MANAGER
Mercure & Ibis Brisbane
2018.10 - 2020.01
Night Manager
Pama Hospitality Services
2018.05 - 2018.10
FRONT OFFICE ALL ROUNDER
The Sebel Quay West Suites
2016.05 - 2018.10
FOOD AND BEVERAGE ALL ROUNDER/HOTEL ALL ROUNDER
The Sebel Quay West Suites
2016.03 - 2017.10
Bachelor of Paramedic Science/Bachelor of Nursing -
Queensland University of Technology
Bachelor of Business - International Tourism & Hotel Management
Griffith's University
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