HONG HANH (Hannah) NGUYEN
Adelaide,SA
Summary
Results-driven professional with a focus on delivering exceptional customer support. Proven ability to effectively manage concerns and resolve conflicts, ensuring maximum customer satisfaction. Strong background in customer relations and communication, enabling seamless interactions and fostering positive relationships.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Front Desk Guest Service Agent
Stamford Grand Adelaide
04.2023 - Current
- Collaborated with housekeeping staff to ensure timely room availability and optimal guest experience.
- Developed strong relationships with repeat customers, leading to increased loyalty and return visits.
- Enhanced guest satisfaction by promptly addressing inquiries and resolving concerns.
- Balanced cash drawer accurately at the end of each shift, ensuring accountability for all transactions processed during work hours.
- Trained new front desk agents in proper procedures, contributing to a consistently high level of service across the team.
- Managed phone lines effectively, directing calls to appropriate departments and taking detailed messages when necessary.
- Coordinated with maintenance staff to address any reported issues in guest rooms or common areas swiftly.
- Maintained a clean and welcoming front desk area to create a positive first impression for guests.
- Answered multi-line phone system and enthusiastically greeted callers.
- Answered customer telephone calls promptly and appropriately handled needs.
Food and Beverage Attendant
Stamford Grand Adelaide
04.2022 - Current
- Greeted guests with friendliness and professionalism.
- Set tables for upcoming meals by following food service guidelines.
- Resolved guest complaints to maintain complete customer satisfaction.
- Effectively multitasked within fast-paced environment.
- Participated in ongoing training to enhance job skills and knowledge.
- Provided exceptional service that reflected restaurant standards and core values.
- Maintained presence throughout meals to assist guests with additional food and beverage requests.
- Operated cash registers to handle both cash and card transactions, providing customers with appropriate change and receipts.
- Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Explained goals and expectations required of trainees.
Restaurant Manager
Richmond Chinese Restaurant
07.2019 - 04.2022
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Carefully interviewed, selected, trained, and supervised staff.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Reconciled cash and credit card transactions to maintain accurate records.
- Tracked daily sales transactions and invoices for accurate and updated financial reporting.
- Enhanced guest experience by regularly reviewing feedback and implementing necessary improvements.
- Boosted customer satisfaction, introducing customer feedback system to address and rectify concerns promptly.
Food and Beverage Attendant
Hilton Hotel Adelaide
03.2018 - 04.2020
- Collaborated with kitchen team to bus and set tables, prep food and stock salad bar.
- Set tables for upcoming meals by following food service guidelines.
- Replenished stocking stations with utensils, condiments and napkins.
- Maintained presence throughout meals to assist guests with additional food and beverage requests.
- Filled and served various beverages for customers.
- Effectively multitasked within fast-paced environment.
- Removed trays and stacked dishes for return to kitchen after finished meals.
Education
Advanced Diploma - Leadership And Management
Ironwood Institution
04.2022
Master of International Hospitality Management - Hospitality
Le Cordon Bleu
07.2018
Bachelor of International Law - Law
Law University
07.2015
Skills
- Customer services
- Organisational skills
- Leadership skills
- Time management
- Problem-solving skills
- Attention to details
- Ability to work under pressure
- Teamwork and Collaboration
- Employee Training
- Decision Making
- Good interpersonal skill
- Good communication skill
- Reservation Management
- Guest Relations
- Complaint Handling
- Property knowledge
Certification
DELF B1 Certificate, French
IELTS Certificate
RSA Certificate
Languages
French
Limited
English
Professional
Vietnamese
Native/ Bilingual
Korean
Limited
Timeline
Front Desk Guest Service Agent
Stamford Grand Adelaide
04.2023 - Current
Food and Beverage Attendant
Stamford Grand Adelaide
04.2022 - Current
Restaurant Manager
Richmond Chinese Restaurant
07.2019 - 04.2022
Food and Beverage Attendant
Hilton Hotel Adelaide
03.2018 - 04.2020
Bachelor of International Law - Law
Law University
DELF B1 Certificate, French
IELTS Certificate
RSA Certificate
Advanced Diploma - Leadership And Management
Ironwood Institution
Master of International Hospitality Management - Hospitality
Le Cordon Bleu
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