Mary Tsui
65 Dudley Street, West Melbourne,Australia
Summary
Experienced hospitality professional with a reputation for delivering exceptional guest experiences and resolving issues efficiently. Known for collaboration, adaptability, strong communication skills, and a positive attitude.
As a successful Corporate Travel Consultant team member, maintains excellent customer relations to ensure seamless travel experiences.
Possesses a friendly, flexible, pleasant, and positive demeanour with a passion for excelling in a fast-paced, guest-focused environment. Leveraging education and experience in the hospitality industry to enhance guest satisfaction, loyalty, team engagement, and brand value maintenance for increased profits.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Guest Service Agent
Travelodge Hotel Melbourne Docklands
05.2021 - Current
- Welcome and Recognise our guests, regular, loyalty and walk in guests.
- Liaise with inter departments to assist guest and maintain accurate guest accounts and processed payment transactions.
- Ensure smooth check-ins and check-outs.
- Trained new employees on front office procedures, contributing to a consistent guest experience across all team members.
- Completed daily logs for management review.
- Maintain accurate update reservation bookings efficiently
- Knowledge of Protel PMS and assist guests to make reservation bookings efficiently
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Excellent verbal communication skills (in English, Mandarin and Cantonese)
- Implement brand values to assist in maintaining guest loyalty and enhancing brand profits
- Assisted guests with variety of services and local attraction information.
- Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Collaborated with housekeeping staff to ensure rooms were prepared and available on time.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
Guest Service Agent
Mercure North Melbourne
02.2020 - 05.2021
- Created welcoming and comfortable environment for guests.
- Knowledge of Opera PMS and efficient application of booking reservation system.
- Liaise with inter departments to assist guest and maintain accurate guest accounts and processed payment transactions.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations.
- Collaborated with housekeeping staff to ensure rooms were prepared and available on time.
- Managed check-in and check-out procedures for guests.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
Guest Service Agent
Ibis Melbourne
08.2017 - 02.2020
- Welcome and Recognise our guests, regular, loyalty and walk in guests
- Demonstrate exceptional guest engagement skills to provide personalised service and a memorable experience for our guests - every guests, every interaction, everyday (acclaimed 3 times by guests on social media for being very helpful and pleasant)
- Ensure smooth check-ins and check-outs
- Being knowledgeable about Melbourne and all it has to offer our guests – attractions, events, restaurant, festivals and nightlife
- Knowledge of Opera and assist guests to make reservation bookings efficiently
- Maintain accurate guest accounts and processed payment transactions
- Excellent verbal communication skills (in English, Mandarin and Cantonese)
- Implement brand values to assist in maintaining guest loyalty and enhancing brand profits
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
- Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
Front Office Agent and Long Term Accommodation Coo
Arrow on Swanston
08.2016 - 08.2017
- Enhanced guest satisfaction by providing efficient check-in and check-out processes.
- Implemented a system to track lost-and-found items more effectively, increasing the return rate of lost belongings to their rightful owners.
- Collaborated with housekeeping staff to ensure rooms were ready for guests upon arrival.
- Assisted in revenue management strategies by analyzing booking patterns and implementing pricing adjustments accordingly.
- Updated hotel information systems regularly, enabling accurate record keeping and seamless communication between departments.
- Addressed maintenance issues promptly, ensuring minimal disruption to guests'' stays.
- Processed payments accurately and efficiently, minimizing billing discrepancies and disputes.
- Acted as a liaison between various departments within the hotel, facilitating smooth overall operations for optimal guest satisfaction.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Responded to inquiries from callers seeking information.
- Trained new employees on front office procedures, contributing to a consistent guest experience across all team members.
Education
Bachelor Degree in Business - Business, Tourism Leisure And Event Managements
University of The Sunshine Coast
Sunshine Coast, QLD04-2012
Swiss Hotel Association Diploma of ICHM - Diplôme Culinaire D’Hôtelier of Le Cordon Bleu
International College of Hotel Management
Adelaide06-2008
Skills
- Guest communication
- Listening skills
- Writing and verbal communication
- Fluent in English, Mandarin and Cantonese
- Computer skills: Opera PMS, RESAWEB, Protel PMS, Micros Systems, Room Master, Online Booking System, MS Outlook/Outlook Express, Access, Word, Excel, Acrobat Professional, Power Point
- Customer service
- Guest services
Certification
- Certified Responsible Service of Alcohol Program, Victorian Commission for Gambling and Liquor Regulation - Aug 2023 - 2026
- Mandarin Advanced Conversation Course Certificate Hong Kong Language School - 2015
Languages
English
Professional Working
Chinese
Professional Working
Chinese (Cantonese)
Professional Working
Timeline
Guest Service Agent
Travelodge Hotel Melbourne Docklands
05.2021 - Current
Guest Service Agent
Mercure North Melbourne
02.2020 - 05.2021
Guest Service Agent
Ibis Melbourne
08.2017 - 02.2020
Front Office Agent and Long Term Accommodation Coo
Arrow on Swanston
08.2016 - 08.2017
Bachelor Degree in Business - Business, Tourism Leisure And Event Managements
University of The Sunshine Coast
Swiss Hotel Association Diploma of ICHM - Diplôme Culinaire D’Hôtelier of Le Cordon Bleu
International College of Hotel Management
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