Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
References
Timeline
Generic

Thi Anh Nhu (Lucy) Nguyen

Sydney,NSW

Summary

Seasoned Guest Experience Leader with history of enhancing customer satisfaction in hospitality sector. Strengths include strong interpersonal skills and ability to multitask, ensuring all guests receive top-notch service. Proven track record of identifying operational inefficiencies and implementing solutions that improve guest experiences. Demonstrated success in leading teams towards achieving exceptional service standards.

Overview

3
3
years of professional experience

Work History

Guest Experience Leader

The Star Entertainment Group
Sydney , NSW
02.2024 - Current
  • Provided assistance to customers with questions or concerns about their visit.
  • Assisted in resolving guest complaints in a professional manner.
  • Provided training sessions for new employees on customer service expectations.
  • Conducted tours for groups of visitors to provide information on services offered.
  • Monitored inventory levels and restocked supplies when necessary.
  • Communicated effectively with other departments regarding guest needs and requests.
  • Maintained the cleanliness of the facility and ensured safety regulations were followed at all times.
  • Monitored staff performance and provided feedback for improvement.
  • Created reports summarizing key performance metrics related to guest satisfaction ratings.
  • Coordinated efforts between multiple departments in order to maximize efficiency.
  • Analyzed customer feedback surveys to identify areas for improvement within the facility.
  • Researched competitive pricing strategies in order to remain competitive in the market.
  • Performed cashier duties such as processing payments, issuing receipts, and handling money transactions accurately.
  • Resolved guest challenges and complaints by applying resourceful and actionable solutions.
  • Arranged for translators and other special services for guests.
  • Took reservations from patrons by phone or online.
  • Offered guests details regarding hotel's amenities, local arts and culture, nightlife, dining options, attractions and museums.

Hotel Receptionist

The Star Entertainment Group
Sydney , NSW
10.2022 - 02.2024
  • Provided excellent customer service to all guests by responding promptly to their requests or concerns.
  • Maintained accurate records of guest reservations, cancellations and no-shows.
  • Handled cash transactions accurately while adhering to established accounting procedures.
  • Greeted guests upon arrival and provided exceptional customer service.
  • Upgraded rooms for VIP customers as requested.
  • Developed relationships with frequent customers in order to increase repeat business.
  • Assisted guests with directions and transportation arrangements when needed.
  • Resolved billing discrepancies between guest accounts and invoices.
  • Coordinated with housekeeping staff to ensure cleanliness of guest rooms.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Assisted guests at check-in, providing information on various services within hotel.
  • Arranged tours, taxis or restaurant reservations for customers.
  • Recorded guest comments or complaints, escalating to management for immediate resolution.
  • Answered multi-line phone system and managed calls by routing to proper extensions or taking messages.

Food and Beverage Attendant

The Star Entertainment Group
Sydney , NSW
12.2021 - 10.2022
  • Maintained cleanliness of the dining area and kitchen equipment in accordance with health department standards.
  • Inspected dishes for cleanliness before serving them to customers.
  • Greeted customers promptly and courteously, took orders accurately, and served food and drinks efficiently.
  • Assisted other staff members in setting up banquet events according to customer requests.
  • Ensured compliance with health and safety regulations within the restaurant.
  • Kept bar areas stocked with glasses, ice, garnishes, mixers, beer kegs, bottles, cans throughout shift.
  • Maintained a positive attitude towards coworkers and customers at all times.
  • Displayed a thorough understanding of alcoholic beverages by recommending appropriate selections based on customer preferences.
  • Assisted in stocking supplies such as napkins, utensils, condiments. prior to meal services.
  • Performed opening, closing duties such as setting up tables, chairs, checking equipment operation, counting money in register drawers.
  • Demonstrated proficient knowledge of menus, services and promotions to assist customers and team members.
  • Monitored food quality and presentation before serving to guests.

Education

Bachelor of Arts - Bachelor of Fashion Marketing And Enterprise

Torrens University Australia
Ultimo, NSW

Skills

  • Customer service
  • Market research
  • Team building
  • Team supervision
  • Guest relations management
  • Guest accommodations
  • Fluency in multiple languages
  • Timely complaint resolution
  • Training and mentoring
  • Office streamlining
  • Room booking
  • Clear communication
  • Reservations management
  • Telephone etiquette
  • Inventory management

Accomplishments

  • Star Award for Guest Experience Higher Duties position

Languages

Vietnamese
Native/ Bilingual
Chinese (Mandarin)
Limited

References

References available upon request.

Timeline

Guest Experience Leader

The Star Entertainment Group
02.2024 - Current

Hotel Receptionist

The Star Entertainment Group
10.2022 - 02.2024

Food and Beverage Attendant

The Star Entertainment Group
12.2021 - 10.2022

Bachelor of Arts - Bachelor of Fashion Marketing And Enterprise

Torrens University Australia

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Thi Anh Nhu (Lucy) Nguyen