Nguyen (Nikki) Luong
Sydney
Summary
Professional in reservations sector with strong background in customer service and booking systems. Known for effective communication, adaptability, and problem-solving skills. Consistently collaborates well with teams to achieve results and enhance guest satisfaction. Brings focus on accuracy, efficiency, and proactive approach to handling changing needs.
Overview
6
6
years of professional experience
Work History
Group Reservations Executive
Sofitel Sydney Wentworth
07.2024 - Current
- Provided exceptional customer service over phone calls, emails, and chat support for a seamless reservations process.
- Handled guest inquiries and complaints with professionalism, ensuring timely resolution and positive outcomes.
- Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
- Participated in weekly team meetings to discuss challenges and brainstorm solutions, fostering culture of continuous improvement.
- Facilitated group reservations by coordinating with multiple service providers, ensuring seamless experiences for large parties.
- Streamlined communication between departments, ensuring that all special requests were handled efficiently.
- Trained new agents in reservation software and customer service excellence, elevating overall team's performance.
- Reduced cancellations rate through proactive communication with guests about their upcoming stays.
- Collaborated with sales team to optimize revenue from group bookings and special events.
- Generated and reported performance metrics to management to inform decision-making.
Reservations Sales Agent
Sofitel Sydney Wentworth
06.2022 - Current
- Ensuring all Reservations check list accurately actioned within the same working days
- Ensures a clear line of communication with other departments for special requests, or other reservation-related matters
- Computer Skills ( Microsoft office), Opera, Hotsos, RESAweb, ResDiary, Pulse
- Coordinating the flow of phone calls, mails throughout the hotel
- Processing and inputting FIT and corporate reservations following hotel policy
- Crossing check any outstanding OXIs arriving today made yesterday and today
- Checking & Actions emails: Inbox
- Updating the SAME DAY charge back received
- Actioning No-Shows
- Actioning Traces
- Actioning all FIT Inbound (AOT, Luxury Escape)
- Actioning Open Folio
- Assisting Packages Offer ( Tina Turner, Miss Saigon, Orchestra, etc)
- Balancing inventory
- Updating guest profiles in Opera
- Taking guests booking in RESAweb, ensuring to answer all call promptly using specific greeting for hotels
- Assisting Res team for guests booking requirement
- Maximized efficiency in handling high call volume, ensuring each guest received prompt attention while maintaining accuracy in reservations.
- Supported the development of marketing materials showcasing hotel offerings, collaborating with the marketing team to create effective promotional content targeted at attracting new clientele.
- Demonstrated adaptability in learning new technologies, quickly mastering reservation software updates as needed for continued success in the role.
- Improved accuracy of reservations data entry by consistently reviewing information for errors or inconsistencies before finalizing bookings.
One Touch Agent
Sofitel Sydney Wentworth
11.2021 - 06.2022
- Providing luxury service for in- house quarantine guests
- Managing guests requests
- Accepting internal and external calls from guests, police, health team and airport staff
- Making sure to pass the messages from Front office, Housekeeping, Engineering and other departments accordingly and accurately for guest movements, requests and activities
- Following quarantine policies and process including Infection Control policies
- Following the Standard Operating Procedure of how to handle the Quarantine guests
- Complying with cleaning protocols including the use of Personal Protective Equipment ( PPE) as required
- Computer Skills ( Microsoft office), Opera, Hotsos, RESAweb, ResDiary, Pulse
- Coordinating the flow of phone calls, mail and faxes throughout the hotel
- Updating guest profiles in Opera
- Taking guests booking in RESAweb and completing bookings in TBR/ OXY
- Taking restaurant and special event reservations
- Assisting Res team for guests booking requirement
HSK Coordinator
Sofitel Sydney Wentworth
04.2019 - 06.2022
- Communication skills
- Telephone Skills
- Computer Skills ( Microsoft office), Opera, Hotsos system
- Making sure to pass the messages from Front office, Housekeeping and Engineering accordingly and accurately
- Following up with rooms status, guest laundry and guest's requests
- Ensuring the stock is up to date and ordering if needed
- Following the Standard Operating Procedure of how to handle the Quarantine guests
- Complying with cleaning protocols including the use of Personal Protective Equipment ( PPE) as required
- Complying with the food safety hygiene requirements when packing guests meals
- Carrying out the duties in accordance with position description (sending and billing guest's laundry, following up guests requests, preparing linens for drop off
- Ensuring the public area is clean, tidy and safe at all times
- Assisting other suppliers and cleaning companies
Education
Master of Science - Accounting
Holmes Institute
Sydney, NSW03-2018
Master of Science - Marketing And International Management
Charles Sturt University
Sydney, NSW02-2015
Skills
- Travel industry knowledge
- Performance Tracking
- Reservation software proficiency
- Telephone reservations
- Upselling proficiency
- Sales
- Production leadership
- Teamwork and Collaboration
References
- Jared Nugroho, Reservations Manager, Sofitel Sydney Wentworth, 9228 9188
- Kajsa Svensson, Executive Assistant, Sofitel Sydney Wentworth, 9228 9188
- Dan Song, Assistant Front Office Manager, Sofitel Sydney Wentworth, 9228 9188
- Pedro Schrage, Assistant Executive HSK Manager, Sydney Harbour Marriott, 0467 981 294
Personal Information
- Nationality: Vietnamese
- A dog lover but got 2 cats at home
- Dream country to visit is Finland- Lapland
- New hobbies: playing pool and making
Timeline
Group Reservations Executive
Sofitel Sydney Wentworth
07.2024 - Current
Reservations Sales Agent
Sofitel Sydney Wentworth
06.2022 - Current
One Touch Agent
Sofitel Sydney Wentworth
11.2021 - 06.2022
HSK Coordinator
Sofitel Sydney Wentworth
04.2019 - 06.2022
Master of Science - Accounting
Holmes Institute
Master of Science - Marketing And International Management
Charles Sturt University
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