Jolie Sun
Melbourne
Summary
- A highly motivated, proficient and passionate leader driven on talent development. Also being a dynamic leader and collaborator dedicated to the pursuit of delivering customer service and financial business success.
- Solid experience in Front Office& Housekeeping Operation with luxury background in Marriott International.
- 2023 BSC: (1). GVITR: 70.3-K (2). Elite Appreciation: 65.4-K (3). Property Enrollment: 6250-K (4). Property Upselling: $142315-K (5). Brand Standard Audit: Green (6). AES: 77%
Overview
6
6
years of professional experience
Work History
Welcome Manager ( Front Office Manager)
W Melbourne
03.2023 - Current
- Oversee and direct all aspects of department operations, making sure business decision for the department.
- Fully responsible for guest satisfaction, associate satisfaction, operation cost management, profitability to make sure in line with budget.
- Review daily reports &financial reports to make sure Front Office performance against budget & forecast.
- Manages staffing levels to ensure that guest satisfaction, operational needs and financial objectives are met.
- Responsible for Loss Prevention Audit; Crisis Management and ISRA Audit etc. Ensure the department uphold all SOP and policies.
- Assist with Housekeeping Operation in absence of Rooms Division Manager, review & approve order and invoices, ensure the cleanliness , safety and high quality of guest room.
Assistant Welcome Manager (Acting Welcome Manager)
W Melbourne
10.2022 - 03.2023
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customer on a daily basis
- Building mutual trust, respect, and cooperation among team members, make sure the department operation in line with the overall property goals and objectives and manages to achieve or exceed goals
- Monitor the appearance, standards, and performance of the Front Office Team Members ( Front Desk; AYS; Bell/ Porter; Concierge; Supervisor; Duty Manager)
- Ensures property policies are implemented consistently, disciplinary procedures and documentation are completed according to SOPs
- Interview candidates and select new hires with appropriate skills in a timely manner to meet the business needs of the operation
- Maximize room occupancy and revenue, review & control department costs, make sure it's in line with property financial goals& department budget
- Provides services that are above and beyond customer satisfaction, empowers team member , and supports the developmental needs of others
- Demonstrates leadership in Front Office operations, continue driving overall department goals and achieve Balance Score Card.
Welcome Duty Manager
W Melbourne
06.2021 - 09.2022
- Manage daily Front Office operations, develop specific goals and plans to accomplish department tasks
- Responds to and handles guest problems& complaints; Interacts with guest to obtain feedback, provides services that are above and beyond for guest satisfaction and retention
- Process and assist with guest arrivals& departures and ensure the quality, standards have been met
- Develops specific goals and plans to accomplish tasks
- Property champion for Upselling in2022. Property Performance of Mobility Service remain above 95%.
- Consistently achieved the Marriott Bonvoy Enrollment objective
- Roster and supervises staffing levels to ensure that guest service, operational needs and financial objectives are met
- Assist management in training, motivating and coaching employees; Establishes open, collaborative environment within the team
- Ensure property policies are administered fairly and consistently.
Rooms Controller
W Melbourne
02.2021 - 06.2021
- Complete room allocation according to guest preferences and requests; Monitor room status using MARSHA against Opera, ensuring both systems are balanced
- Organize and coordinate check in &pre-registration procedures for arriving VIPs & Groups
- Review/ accommodate guest request for room /check in / check out changes when possible, communicate status to appropriate staff
- Review OOS & OOO rooms and coordinate with Reservation& Revenue department to balance room inventory and maximize financial revenue
- Follow up with guests to ensure their requests or problems have been met to their satisfaction
Welcome Agent
W Brisbane
06.2018 - 11.2020
- Process guest check-ins and check-outs in accordance with brand standard and procedures, issuing room key and handle cash/ credit card payment
- Assign room according to guest preferences and requests, balance room inventory and maximize room revenue
- Develop and maintain department operation, comply with guidance and finish tasks from
- Front Office Manager
- Welcome and acknowledge guest with appropriate manner; body language; verbal greeting; listen and respond guest concerns, requests and questions positively and actively
- Acting Welcome Office Supervisor, provide assistance and support for other team members, champion new talent on- board training
- Handle guest complaints and make sure achieve guest demand and expectation
- Upselling
- Champaion ( $3000 + per month) & Enrollemnt Chamption (100+ per month) in 2019.
Education
Master - Hospitality & Event Management
University of Queensland
07.2017
Skills
- Opera
- Marsha
- Empower (GXP)
- Birchstreet
- Saflok/ Key Watcher
Timeline
Welcome Manager ( Front Office Manager)
W Melbourne
03.2023 - Current
Assistant Welcome Manager (Acting Welcome Manager)
W Melbourne
10.2022 - 03.2023
Welcome Duty Manager
W Melbourne
06.2021 - 09.2022
Rooms Controller
W Melbourne
02.2021 - 06.2021
Welcome Agent
W Brisbane
06.2018 - 11.2020
Master - Hospitality & Event Management
University of Queensland
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