KITTIYA BAOSINGSUAY
Docklands,VIC
Summary
Customer-focused professional more than 10 years career experience in hospitality and tourism. Stepping into new roles, I quickly adapt to tasks and roles while making positive changes with my team to drive team success. Training, monitoring, and building morale to maximize team engagement and performance. Strong work ethic, adaptability, and exceptional interpersonal skills to create a successful company in a busy work environment.
Overview
12
12
years of professional experience
Work History
Customer Service Manager
Unilodge UOM@ Little Hall
Melbourne
12.2023 - 02.2024
- Monitored student account, arrears, banking, bond refund
- Conducted departure room inspection, arrival inspection, and allocated rooms
- Made reservation, renewal contract and ensured drive to occupancy sale target
- Reviewed staff performance and provide feedback
- Managed property weekly scorecard report to university
- Arranged working schedule for reception team, approved the timesheet and leaves to Payroll team.
Customer Service Manager
Unilodge UC@ UC Lodge
Canberra
02.2023 - 11.2023
- Provided exceptional customer service to ensure customer satisfaction
- Reviewed residents feedback and complaints to identify areas of improvement
- Monitored arrears, daily banking, deposits, and process security deposit refunds efficiently
- Conducted room and property inspections for confirmed residents
- Organized, created, and managed room cleaning lists while collaborating with cleaners
- Liaised with maintenance staff and residents with room issues and maintenance concerns
- Coordinated with the different staff departments ensuring resident mental health and well-being
- Conducted regular training sessions with team members on new policies, service techniques and services
- Monitored team performance, ensuring customer service standard is adhered to.
Customer Service Coordinator
Unilodge UC@ Weeden Lodge
Canberra
09.2022 - 01.2023
- Answered and reply to phone calls and emails in a timely manner based on company KPIʼs
- Managed front reception with all resident enquiries, sort mail and parcels
- Developed meaningful relationships with residents
- Provided general administration support, checking, and scanning documents with company and university occupancy agreements such as proof of enrollments, confirmation of enrollments, visas, passports, and student IDʼs
- Resolved resident complaints and supporting evidence to management to build case files.
Front Office Agent
BreakFree Capital Tower
Canberra
10.2021 - 08.2022
- Greeted incoming customers, process resident check-in and check-outs, responding promptly to emails and phone calls
- Verified the accuracy of billing statements prior to distributing them to customers
- Collaborated with the housekeeping team to ensure rooms to company standards and customer standards
- Ensured front desk areas were always tidy and well organized
- Provided activity suggestions to customers for their special experiences and memories.
Tour Leader
G-Adventures
Bangkok, Thailand
10.2014 - 08.2020
Executive Floor Officer
Conrad Hotel
Bangkok, Thailand
04.2014 - 10.2014
Tour Guide and Reservation Officer
Ayutthaya Boat and Travel
Ayutthaya, Thailand
06.2013 - 03.2014
Front Office Agent
Swissotel Nai Lert Park
Bangkok, Thailand
03.2012 - 08.2013
Education
Bachelor of Arts - Tourism Management
Silpakorn University
Pathway to Customer Service -
Navitas College
Certificate 3 in Spoken and Written English -
Navitas College
Skills
- Proficient in communication and team player
- Customer service and management skill
- Excellent and courteous customer-oriented focused
- Patient and able to work under pressure
- Proficient in Microsoft Office, Excel, Word, CRM Software
- Project Management
- Account Management
- Training and mentoring
- Workflow Management
- Complaint resolution
Accomplishments
- Promoted from Customer Service Coordinator to Customer Service Manager.
- Customer Service Excellence 2022, in ACT Region.
References
References available upon request.
Timeline
Customer Service Manager
Unilodge UOM@ Little Hall
12.2023 - 02.2024
Customer Service Manager
Unilodge UC@ UC Lodge
02.2023 - 11.2023
Customer Service Coordinator
Unilodge UC@ Weeden Lodge
09.2022 - 01.2023
Front Office Agent
BreakFree Capital Tower
10.2021 - 08.2022
Tour Leader
G-Adventures
10.2014 - 08.2020
Executive Floor Officer
Conrad Hotel
04.2014 - 10.2014
Tour Guide and Reservation Officer
Ayutthaya Boat and Travel
06.2013 - 03.2014
Front Office Agent
Swissotel Nai Lert Park
03.2012 - 08.2013
Bachelor of Arts - Tourism Management
Silpakorn University
Pathway to Customer Service -
Navitas College
Certificate 3 in Spoken and Written English -
Navitas College
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