Summary

Overview

Work History

Education

Skills

Languages

Timeline

PAULA TZU WEI LIN

Summary

Dynamic customer service supervisor specializing in elevating VIP guest experiences and operational efficiency. Proven track record of managing staff and resolving inquiries effectively, resulting in improved loyalty program engagement and guest satisfaction. Strong communicator adept at multitasking in high-pressure environments.

Overview

years of professional experience

Work History

VIP Services Senior Concierge Host / Supervisor

The Ville Casino

Townsville, QLD

06.2023 - Current

Supervised daily operations of VIP services enhancing guest experiences.
Managed staff rosters, payroll, and timesheets for operational efficiency.
Coordinated accommodation transfers flights bookings for VIP guests.
Reviewed player accounts and updated loyalty program details.
Approved invoices, reimbursements, and operational requests to ensure timely processing.
Assisted guests and hosts with inquiries regarding VIP services.
Monitored room allocations and maintained amenity inventory levels.
Supported team operations during events and promotional activities.

F&B Attendant

The Ville

Townsville, Australia

01.2022 - Current

Delivered exceptional customer service to enhance guest satisfaction
Provided excellent customer service to foster repeat business
Delivering food and drinks
Demonstrated skills in preparing a variety of coffee and bar beverages.
Maintained service area to ensure a clean and organized environment
Cash handling and register operation•
Knowledge of food safety requirements

Guest Service Agent

Apartments Melbourne Domain

Docklands, Australia

02.2019 - 03.2020

Managed guest check-ins, check-outs, and payments.
Assisted guests and provided excellent customer service.
Handled bookings via phone, email, and online systems.
Processed cash and credit card transactions.
Resolved guest enquiries, complaints, and reviews.
Coordinated with housekeeping to ensure guest satisfaction.
Maintained relationships with external agencies and contractors.
Worked efficiently in a fast-paced, high-volume environment.

VIP Butler

Crown Casino

Southbank, Australia

01.2018 - 02.2019

Delivered personalised service to VIP guests and high-profile clients.
Assisted guests with requests and tailored service arrangements.
Resolved guest enquiries and concerns promptly and professionally.
Coordinated with management and teams to ensure exceptional guest experiences.
Followed up with guests to maintain satisfaction and loyalty.
Managed appointments, phone enquiries, and administrative tasks.
Provided a warm welcome and professional customer service at all times.

Front Desk Receptionist

Backpackers Hostel

Taipei, Taiwan

09.2017 - 11.2017

Welcomed guests and provided excellent customer service.
Managed check-ins, check-outs, bookings, and payments.
Handled phone, email, and online booking enquiries.
Resolved guest issues and maintained high satisfaction levels.
Coordinated guest transport and special requests.
Managed incoming and outgoing mail and correspondence.
Worked efficiently in a fast-paced environment while multitasking.

Whatever Whenever Agent

W Taipei 5*

Taipei City, Taiwan

10.2014 - 06.2017

Coordinated daily operations of Whatever/Whenever department, processing legal requests from guests to uphold W's promise.
Managing of booking requests through email, phone, OTA, online booking system (Opera)
Greeting guests warmly and making sure they are having pleasant stay
Addressed customer reviews and complaints promptly to improve guest satisfaction.
Assisted clients in understanding their available options and helped them select the right service plans for their needs.
Acknowledged customer issues and resolved their problems quickly and efficiently.
Accepted and processed customer payments in cash, credit cards and checks, checking for validity.
Effectively communicated with other employees and upper management to ensure complete care of customers.
Evaluated the customers' needs and provided service options to meet their requirements.
Followed up with customers ensuring their satisfaction with their purchases.