Summary
Overview
Work History
Education
Skills
Attributes
References
Timeline
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Kero Lukies

Kero Lukies

St. Albans,VIC

Summary

Highly communicative professional with more than Number years of expertise as Concierge for high-end hotel chains. Team player provides exceptional guest service. Background in industry positions at luxury resorts where client satisfaction is of utmost importance.

Overview

22
22
years of professional experience

Work History

Guest Experience Representative

Vicinity Centres
10.2021 - 06.2024
  • Assisted guests with special requests, ensuring a personalized and memorable stay.
  • Participated in continuous training programs to stay up-to-date on industry trends and implement best practices in the role.
  • Collaborated with security, housekeeping staff to maintain safety clean and good experience for customers.
  • Performed daily cashiering duties including balancing accounts at end of shift.
    Resolved guest complaints in a professional manner.
    Handled customer complaints professionally and efficiently.
    Provided guidance to new team members on how to perform tasks correctly.
    Responded promptly to inquiries regarding building and centre information .
    Resolved customer disputes in a professional manner
    Ensured compliance with company policies and procedures.
    Greeted customers and provided information regarding centre services, direction,amenities, and local attractions.
    Built and maintained productive relationships with retailers
    Scheduled space or equipment for special programs, meetings and conferences.
    Transmitted information or documents to management through email, mailings or facsimile machine.
    Arranged for translators and other special services for international customers
    Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
    Demonstrated customer service skills with previous experience in a customer-facing role.
    Demonstrating a sound knowledge of the Melbourne CBD and surrounding landmarks
    Knowledge and delivery of history of the centre
    Ability to effectively multitask and prioritise activities and have a sound background working independently and in a team environment.
    Selling gifts card
    Building relationships with retailers to sign up centre portal
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Passionate about learning and committed to continual improvement.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Organized and detail-oriented with a strong work ethic.
  • Paid attention to detail while completing assignments.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Strengthened communication skills through regular interactions with others.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Learned and adapted quickly to new technology and software applications.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Developed and maintained courteous and effective working relationships.

Night Audit/Night Supervisor

Movenpick Hotel Melbourne
05.2021 - 10.2021
  • Greet guests upon arrival, check them in and provide them with any information they need to enjoy their stay
  • Audit and balance reports from the day shifts
  • Schedule guest wake-up calls and reservations for the following day
  • Verify that all EOD work has been performed by other departments
  • Respond to guest inquiries, concerns and complaints as needed
  • Answer phones and place reservations
  • Run EOD computer functions so they are complete by the end of the shift
  • Prepare guest bills for next-day checkouts and process reservation cards
  • Balance cash drawers and record receipts
  • Facilitate the deposit of guests' valuables in hotel safe
  • Manage and monitor activities of all employees in the Front Office department making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed
  • Maintain a professional and high-quality service oriented environment at all times
  • Act as manager on duty for the hotel in the absence of the Front Office Manager dealing with complaints, problem-solving, disturbances, special requests and any other issues that may arise
  • Manage the night shift in the department ensuring all employees perform the tasks assigned to them and coordinate Front Office activities with other departments
  • Inform all Overnight staff of nightly activities, group and VIP arrivals as well as special requests and repeat guests.

Guest Service Agent - Reception

Crossley Hotel
03.2011 - 01.2020
  • Providing customer care and service to guests
  • Recommending additional hotel services and activities
  • Meeting and greeting guests on their arrival and answering phone
  • Booking reservations for hotel stays and for restaurant
  • Answering enquiries and assisting and directing people
  • Cash handling and processing payments
  • Computer data entry.

Waitress

T.G.I. Fridays
09.2009 - 01.2011
  • Setting up and cleaning tables
  • Recommending meals to customers
  • Providing a food and beverage service
  • Liaising with kitchen staff on special requests and customer complaints
  • Making tea and coffee using coffee machine
  • Processing cash and credit card payments.

Waitress

Sofitel Silom
01.2002 - 01.2003
  • Providing a high standard of food and beverage service
  • Recommending meals to customers and guests
  • Providing advice on alcohol and other beverages
  • Taking orders and entering them into Micros
  • Liaising with kitchen staff on special requests and customer complaints
  • Making tea and coffee using coffee machine
  • Setting up and cleaning tables
  • Processing cash and credit card payments.

Education

Vocational Certificate in Marketing -

Sathupradit Commercial College, Bangkok, Thailand

Certificate II in Business Adminstration -

Holmesglen Institute of TAFE, Moorabbin
01.2008

Certificate III in English for Employment -

Holmesglen Institute of TAFE, Moorabbin
01.2007

Certificate for Responsible Serving of Alcohol -

Victoria Institute
01.2007

Certificate I in Food Processing -

Goulburn Ovens Institute of TAFE, Shepparton
01.2005

Skills

  • Strong empathy
  • Exceptional communication
  • Data entry proficiency
  • Guest Relations
  • Complaint Handling
  • Reservation Management
  • Tourism industry knowledge
  • Customer Service
  • Computer Skills
  • Detail Oriented
  • Data Entry
  • First Aid Training
  • Data inputting
  • Documentation And Reporting
  • Payment Processing
  • Knowledge of local area
  • Issue Resolution
  • Inventory Monitoring
  • Financial Transactions
  • Product Sales
  • Guest Orientation
  • Emergency Response
  • Event Planning
  • Reservation Processing
  • Information Protection
  • Basic accounting
  • Reservation Management System
  • Event Information Management
  • Property Security
  • Services and Amenities Promotion
  • Key Management System
  • Clear Communication
  • Training and mentoring
  • Community Relations
  • Vendor interaction
  • Marketing
  • Item Pickup and Delivery
  • Management interaction
  • Reporting capabilities
  • Meeting Organization
  • Sightseeing Tours
  • Celebrity Guest Support
  • Childcare Arrangement
  • Spa Treatment Coordination

Attributes

Excellent, Fluent in English, Thai and Japanese, Competent in using computers, including MS Office, Word, Excel, Ease, Room Master, Opera and the Internet, Honest, dependable, positive and self motivated

References

  • Ms Dilini Rajapak, Guest Experience Manager Emporium Melbourne 0424 689 332
  • Ms Sherri Khoo, Front Office Manager, The Crossley Hotel, 9639 1639, 0433 379 024

Timeline

Guest Experience Representative

Vicinity Centres
10.2021 - 06.2024

Night Audit/Night Supervisor

Movenpick Hotel Melbourne
05.2021 - 10.2021

Guest Service Agent - Reception

Crossley Hotel
03.2011 - 01.2020

Waitress

T.G.I. Fridays
09.2009 - 01.2011

Waitress

Sofitel Silom
01.2002 - 01.2003

Vocational Certificate in Marketing -

Sathupradit Commercial College, Bangkok, Thailand

Certificate II in Business Adminstration -

Holmesglen Institute of TAFE, Moorabbin

Certificate III in English for Employment -

Holmesglen Institute of TAFE, Moorabbin

Certificate for Responsible Serving of Alcohol -

Victoria Institute

Certificate I in Food Processing -

Goulburn Ovens Institute of TAFE, Shepparton

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Kero Lukies