Karen Zhong
Brisbane,QLD
Summary
Enthusiastic and eager to contribute to team success through hard work, highly skilled in making reservations, telephone calls, and customer inquiries with total commitment to guest satisfaction, attention to detail, and excellent multi-tasking skills. Motivated to learn, grow and excel in the industry.
Overview
3
3
years of professional experience
Work History
Reservations Agent
Emporium Hotel South Bank
08.2023 - Current
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Taking phone calls to help guest making restaurant reservations within the hotels
- Provided customers with information about availability and pricing.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Resolved various issues and discrepancies for customers.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Produced and shared customer service reports to support management decision-making.
Guest Service Agent
Quest Cannon Hill
11.2021 - 06.2023
- Assisted guests with check-ins and check-outs, account inquiries and any additional services needed.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Recommended hotel services or amenities that guest may find useful.
- Maintained consistent positive customer feedback.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
Sales Assistant
EWF(E Water Features) Pty.ltd
11.2020 - 03.2021
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Completed orders and organized product deliveries to meet customer timetables.
- Assisted customers with prompt and polite support in-person and via telephone.
Education
Bachelor of Business - International Tourism And Hotel Management
Griffith University
Brisbane, QLD12.2023
Skills
- Customer service
- Reservations Management
- Inquiry Response
- Check In and Check Out Procedures
- Team Collaboration
- Email and Telephone Decorum
- Night Audit
Additional Information
Australian Permanent Resident
Driver's license
languages
Fluent in both English and Mandarin.
Timeline
Reservations Agent
Emporium Hotel South Bank
08.2023 - Current
Guest Service Agent
Quest Cannon Hill
11.2021 - 06.2023
Sales Assistant
EWF(E Water Features) Pty.ltd
11.2020 - 03.2021
Bachelor of Business - International Tourism And Hotel Management
Griffith University
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