Mercy Hoang
Melbourne,VIC
Summary
A dynamic and adaptable professional, my diverse background in the Hospitality industry has cultivated a passion for delivering exceptional customer service, enhancing guest experiences, and nurturing lasting customer connections. The power of specialization and continuous learning is embraced, and challenges are approached with positivity and eagerness. Poised to contribute to organizational objectives, there is a commitment to assisting businesses in achieving their aspirations.
Overview
2
2
years of professional experience
Work History
Food and Beverage Attendant
Grand Hyatt Melbourne
02.2023 - Current
- Maintaining 95% guest satisfaction rate through quick issue resolution and personalized attention.
- Proficient in creating various espresso-based beverages and latte art, enhancing visual and taste experience for customers.
- Navigated POS systems with proficiency, consistently achieving error-free transaction processing and contributing to financial accuracy.
- Focused on collaborating with colleagues to build effective relationships to facilitate outstanding service.
Housekeeping Room Attendant
Grand Hyatt Melbourne
03.2022 - 08.2022
- Maintained average cleanliness rating of 9.5/10 based on Team Leader inspection, contributing to high guest satisfaction scores.
- Thoroughly inspect rooms for cleanliness and tidiness, ensuring all amenities are in place and room is guest-ready.
- Provide friendly and attentive service to guests, addressing their needs and special requests promptly and courteously.
- Collaborated with housekeeping, front desk, and maintenance teams to ensure 100% accuracy in room preparation and guest requirements
Food and Beverage Attendant
Peppercorn Thai Restaurant
12.2021 - 06.2022
- Demonstrated flexibility by assisting kitchen team in preparing vegetables and desserts as needed, contributing to efficient workflow during busy shifts.
- Skillfully prepared and mixed basic drinks, enhancing overall dining experience and supporting swift beverage service.
- Managed time efficiently to ensure prompt service and timely turnover of tables during busy shifts.
- Successfully resolved 90% of customer complaints on the spot, resulting in a 15% decrease in negative online reviews and an increase in positive online feedback.
Education
Bachelor of Business - Tourism And Hospitality
La Trobe University
Melbourne, VIC11.2022
Skills
- Exceptional Customer Service
- Collaboration and Teamwork
- Attention to Detail
- Conflict Resolution and Diplomacy
- Adaptability and Culinary Support
- Multitasking and Time Management
Timeline
Food and Beverage Attendant
Grand Hyatt Melbourne
02.2023 - Current
Housekeeping Room Attendant
Grand Hyatt Melbourne
03.2022 - 08.2022
Food and Beverage Attendant
Peppercorn Thai Restaurant
12.2021 - 06.2022
Bachelor of Business - Tourism And Hospitality
La Trobe University