Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic
Mary Tsui

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, QLD
04-2012

Swiss Hotel Association Diploma of ICHM - Diplôme Culinaire D’Hôtelier of Le Cordon Bleu

International College of Hotel Management
Adelaide
06-2008

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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Mary Tsui