Gengcheng (Leah) Li
Sydney,NSW
Summary
I am an energetic and motivated hospitality professional with a track record of delivering extraordinary guest experiences. My experience in customer-facing roles, coupled with my passion for communication, has enabled me to deliver exceptional customer service and ensure customer satisfaction in fast-paced environments. With expertise in hotel industry, I am well-equipped to support the hotel's revenue strategy and lead teams to success. I am eager to leverage my skills and experience to drive success in a challenging management role.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Night Duty Manager
Rydges Sydney Central
04.2023 - Current
- Oversee and manage hotel overnight operations, including security and auditing processes
- Act as the chief warden in fire emergencies, responding promptly and liaising with emergency services
- Maintain a highly visible presence in Front Office and guest contact areas
- Manage check-in and check-out using Opera, balancing hotel inventory, and anticipating guest needs
- Balance hotel inventory, manage reservations to ensure billing comments and VCCs are updated, assist with Walk-ins and last-minute Block bookings
- Prepare daily reports using Microsoft Office systems (Word, Excel, Outlook, etc.)
- Train new staff members, address and resolve complaints, and communicate with various departments
- Responsible for the accurate completion of all operational reports and financial audit procedures, including Cashier Closures, Credit Limit Checks, TA Commission Checks, Payment Refunds, and Voided Checks
- Supervise reception, reservation, room service, and housekeeping activities
- Provide local tourism information, including restaurants, attractions, and events, and arrange transportation
- Conduct regular briefings for the overnight shift and handover briefings for the AM team.
Portfolio Reservations Sales Agent
Accor- Salter Brothers Hotel Portfolio
06.2022 - 03.2023
- Looked after 11 hotels, cross checked Arrivals daily
- Managed 12 inboxes, prioritized and assigned work to the team
- Ensured the reservation flow of inputting, corresponding, confirming, filing, and archiving is carried out efficiently
- Problem and inputted Group, FIT and Corporate reservations
- Responded to high volume of emails, comply with strict turnaround times
- Answered 50+ phone calls daily, with professional telephone etiquette
- Updated chargebacks, routings and billing instructions in details
- Assisted with enquiries in Extranets, response to OTA messages
- Managed hotel inventory and monitor changes
- Assisted the Front Office teams with booking-related queries arising from the check-in or check-out process, as well as open folios
- Assigned daily tasks to the team in the absence of the Reservations Manager, assisted in managing the daily operations of the Reservations Department
- Liaised with third-party supplier partners such as Expedia, AOT to facilitate the confirmation of bookings
- Assisted Reservations team in creating Res SOP's and ensure they are adhered
- Liaised with other departments such as Sales, Revenue and Finance
- Provided ongoing updates, edits, reviews and additions to the electronic guest database (lists of guest preferences, birthdays, anniversaries and other special requests, etc.)
Front Office Guest Service Agent (All Rounder)
Radisson Blu Plaza Hotel
12.2021 - 06.2022
- Provided an efficient check-in and check-out
- Answered internal and external phone calls with professional telephone etiquette
- Performed duties in Concierge, at the Front Desk and in the One Touch department
- Be the key point of contact for all guest needs and issues
- Enrolled guests into the hotel loyalty program
- Assisted Reservations team with booking enquiries and inventory balancing
- Processed accurate payments
- Received and recorded reservation requests
- Acknowledged Radisson’s members and returned guests to ensure a high standard of customer service
- Worked closely with Housekeeping, Maintenance and F&B departments to deliver brand standard rooms, products and services
- Liaised with departments to ensure smooth daily operations
- Assisted guests with general enquiries and luggage requests
- Coordinated wake up calls
- Worked night shifts when required and performed night audit duties.
Barista
Donut King
01.2019 - 11.2021
- Maintained workplace safety and cleanliness
- Prepared and served beverages and meals
- Resolved customers' complaints by kindly handling returns and exchanges
- Managed smooth checkout line to efficiently serve customers all the time
- Boosted store numbers by promoting loyalty programs
- Answered phone calls to assist customers with questions and orders
- Counted product stock, restocked, and promote last-minute purchases
- Coordinated with team members to maintain optimal service standards
- Trained new employees.
Banquet Server
Taronga Function Centre
03.2021 - 06.2021
- Provided exceptional service to a high volume of daily customers
- Prepared serving and appetizer trays and set tables in setup for events
- Greeted arriving guests and escorted each to assigned tables, took drink orders, and answered questions
- Collected dishes promptly after each course, cleared crumbs and glassware
- Addressed concerns or complaints quickly to improve service and escalated more advanced issues to management for resolution
- Completed opening and closing checklists to facilitate smooth venue operations.
Service Associate
Lobby Lounge, The Shangri-La Hotel
09.2019 - 04.2020
- Delivered attentive and friendly service while upholding five-star standards, remained calm and professional in various circumstances
- Recommended food and drinks to guests based on preferences, pairings, and special promotions
- Promoted high customer satisfaction by resolving problems with knowledgeable and personalized service
- Handled food safely and kept spaces clean
- Operated POS terminals to input orders, split and settle
- Maintained accuracy while handling payments
- Stocked working areas with supplies before, during and after shifts
- Communicated with the kitchen frequently to stay up to date on supply availability and potential customer wait times
- Collaborated with colleagues and other departments
- Completed opening and closing duties.
Education
Bachelor: Hospitality Management -
International College of Management, Sydney
05.2021
Foundation Program: Medicine -
University of Newcastle
03.2018
Skills
- Extensive experience with Opera PMS and Opera Cloud
- Experience using Microsoft Office systems (Word, Excel, PowerPoint)
- Problem-solving skills
- Ability to prioritize and multitask
- Ability to work under pressure
- Attention to detail
- Teamwork skills
- Interpersonal skills
- A “can do”, positive attitude
- Immaculate presentation
- Team building expertise
Certification
RSA Certificate
Personal Information
Visa Status: Visa Subclass 408 with Full Working Rights till 2025
Timeline
Night Duty Manager
Rydges Sydney Central
04.2023 - Current
Portfolio Reservations Sales Agent
Accor- Salter Brothers Hotel Portfolio
06.2022 - 03.2023
Front Office Guest Service Agent (All Rounder)
Radisson Blu Plaza Hotel
12.2021 - 06.2022
Banquet Server
Taronga Function Centre
03.2021 - 06.2021
Service Associate
Lobby Lounge, The Shangri-La Hotel
09.2019 - 04.2020
Barista
Donut King
01.2019 - 11.2021
Bachelor: Hospitality Management -
International College of Management, Sydney
Foundation Program: Medicine -
University of Newcastle
RSA Certificate
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