Pham Huyen (Chloe)

• Led a team of 4 employees to cater 200 pax for breakfast buffet and achieved 95% guests satisfaction
• Led a team of 3 employees to cater 70 pax for Set menu Christmas dinner, prepared booking list & floor plan accordingly, collaborated with F&B HOD to achieve 95% guests satisfaction on the night
• Led a team of 4 employees to cater A La Carte Restaurant & In Room Dining of 55 pax and achieved 80% guests satisfaction
• Responded to customer complaints, addressing concerns, and distress with amicable interactions.
• Selected wine, beer and alcohol products based on customer feedback and local product availability.
• Resolved customer complaints involving food or beverage quality and service.
• Trained food and beverage service personnel, confirming staff to provide recommendations and answer questions.
• Coordinated daily and nightly shift safety and sanitation procedures for bar areas and entire restaurant.
• Enacted progressive disciplinary measures for staff, managed work zones, and oversaw opening and closing duties.
• Oversaw proper disposal of unused and tainted beverage stock, adhering to related health and safety guidelines.
• Conducted hands-on training for equipment, demonstrating proper technique and safety protocols.

• Trained new staff members on company policies and procedures.
• Maintained stock levels of cups, lids, straws, and condiments throughout shift.
• Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
• Communicated with kitchen staff and waiters to provide accurate, timely information regarding orders and minimize delays.
• Collaborated with other food and beverage attendants to provide prompt, smooth and excellent service.
• Assisted with setup and breakdown of events, banquets and parties to comply with logistics.
• Maintained clean and organized restaurant to comply with hygiene and health regulations.
• Provided guests with information about menu items, specials and promotions to provide quality service.
• Greeted and seated guests to provide friendly and welcoming experience.
• Processed payments and provided receipts to establish proof of transaction.
• Collaborated with supervisor and servers to discuss logistics and maintain smooth operations.
• Opened, poured and served hot and cold beverages to customers to complement food and dining experience.
• Provided attentive service and proactively assessed guest needs.
• Assisted wait staff with timely food delivery and guest requests.
• Checked dining area supplies of linens, wrapped silverware, and replenished low stock.
• Answered customer questions about food and beverage items and assisted with menu selections.
• Engaged in suggestive selling and other sales techniques.
• Monitored dining room and bar areas for signs of overcrowding.
• Collaborated with other dining room and bar staff to facilitate efficient service.
• Monitored food and beverage supplies, assisting with restocking when needed.

Being rotated amongst the hotel's many outlets:

• Dining restaurant – Hamer’s Bar & Bistro
• Bakery and coffee shop - Banjos
• Private banquet service & Buffet – View 42
• Hotel housekeeping
• Barista & Bartending skills
• Maintained clean and organized restaurant to comply with hygiene and health regulations.
• Addressed customer needs and made product recommendations to increase sales.
• Worked flexible schedule and extra shifts to meet business needs.
• Greeted customers entering store and responded promptly to customer needs.
• Cleaned counters, machines, utensils, and seating areas daily.
• Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
• Maintained regular and consistent attendance and punctuality.
• Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
• Controlled line and crowd with quick, efficient service.
• Made and served brand-specific café beverages with focus on speed, quality and consistency.
• Used POS system to accurately enter orders and process payments.
• Learned every menu item's preparation and numerous off-label drinks to meet customer needs.
• Completed successful daily cash audits to correctly balance drawers at end of shifts.

• Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
• Used cash registers and credit card machines to cash out customers.
• Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
• Collaborated with kitchen staff to correctly update customers on unavailable dishes and wait times.
• Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
• Maintained customer satisfaction by clarifying questions about orders and specialty items.
• Greeted new customers, discussed specials, and took drink orders.
• Bussed tables during busy periods to assist staff and quickly turn over tables.
• Kept server areas clean and stocked to increase efficiency while working tables.
• Informed customers about daily and seasonal specials.
• Met with chef to review daily specials and menu changes.
• Collaborated with kitchen staff to facilitate prompt and accurate food preparation.

• Delivered food to guest tables with timeliness and efficiency.
• Assisted customers with carry-out service.
• Delivered exceptional guest experiences through attentive service and quick response to issues.
• Assisted wait staff with timely food delivery and guest requests.
• Arranged tables and chairs for special occasions and events.

• Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
• Cultivated warm relationships with regular customers.
• Explained menu items and suggested appropriate options for food allergy concerns.
• Bussed and reset tables to keep dining room and work areas clean.
• Used slow periods to restock supplies, ice, trays, and delivery bags.
• Worked with POS system to place orders, manage bills, and handle complimentary items.
• Seated customers in timely manner by managing reservations and waitlists skillfully.
• Set positive tone for entire dining experience as first point of contact for incoming guests.
• Answered customer questions about food and beverage items and assisted with menu selections.

• Recipient of Certificate of Recognition Award for outstanding academic achievement in Second Year Studies (Semester One - 2022)

Aug 2021 – May 2022

Master of International Hotel Management

Undertaking subjects including:

• Workforce Design and Strategy
• Strategic Management
• International Hotel Revenue Management
• International Hotel Brand Management
• Hospitality Business in the Global Context
• Hospitality Property Management and Development Strategies
• Leadership in a Changing World
• Managing Customer Relationships and Experiences
• Professional Practice & Research Workshop

Jan 2018 – Jan 2019

Bachelor of Business (Hospitality Management) &

Bachelor of International Hotel Management (Swiss Hotel Association)

Undertaking 1st Year subjects including:

• The Contemporary Hospitality & Tourism Industry
• Food & Beverage Service Standards
• Delivering Guests Services Practicum
• Rooms Division Service Standards
• Culinary Techniques and Standards
• Introduction to Monitoring Financial Performance
• Hospitality Business Software Applications
• Applied Business Communications

Jan 2019 – Jan 2020

Bachelor of Business (Hospitality Management) &

Bachelor of International Hotel Management (Swiss Hotel Association)

Undertaking 2nd Year subjects including:

• Marketing & Sales for Hospitality Business
• Supervising Culinary Operations
• Professional Wine Studies
• Supervising International Hotel Front Office Operations
• Creating the Guest Experience
• Human Resources Management
• Property, Safety & Security Management
• Measuring Business Financial Performance

Jan 2020 – Jan 2021

Bachelor of Business (Hospitality Management) &

Bachelor of International Hotel Management (Swiss Hotel Association)

Undertaking 3rd Year subjects including:

• Managing Business Financial Performance
• Managing Productivity Through People
• Customer Relationship Management
• Managing Food & Beverage Operations Managing
• Rooms Division Operations
• Sustainable Hospitality Environments
• Work Integrated Learning 3
• Event Management
• Art, Design and Theatre in International Hotels