Phoutthanavin Douangphoumy
MELBOURNE,VIC
Summary
Outgoing hospitality service staff with experience handling multiple tasks at once while remaining positive and composed in all types of situations. Offering great computer, customer service and collaboration skills. Works well with office visitors and vendors. Assisting customers by responding to requests and finding appropriate solution to issues. Demonstrated positive attitude to adapt to any situation. Strong attention to detail along with terrific telephone and email etiquette.
Overview
8
8
years of professional experience
Work History
Guest Service Agent
W Melbourne
MELBOURNE, VIC
10.2023 - 06.2024
- Greeted guests with a friendly and welcoming attitude.
- Performed check-in, check-out procedures for arriving, departing guests according to established standards.
- Processed guest payments quickly and efficiently.
- Assisted in resolving customer complaints in a courteous and professional manner.
- Answered inquiries about hotel services, facilities and local attractions.
- Provided information regarding room availability and rates to potential customers.
Night Guest Service Agent
Sofitel Melbourne on Collins
MELBOURNE, VIC
10.2022 - 10.2024
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Drafted guest invoices and posted charges to individual accounts.
- Drafted professional business documents, spreadsheets and correspondence.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Cultivated professional relationships with guests, improving customer retention through coordinated service.
Front Desk Receptionist
Focused Facilities Management
MELBOURNE, VIC
04.2023 - Current
- Explained policies and procedures to visitors.
- Signed for packages, recorded deliveries and distributed to personnel.
- Responded to inquiries and room requests made online, by phone and via email.
- Greeted customers, answered general questions and directed to appropriate locations.
- Monitored reception area to provide consistently safe, hazard-free environment for customers.
Manager
Strictly Thai Restaurant
MELBOURNE, VIC
04.2022 - 04.2023
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Determined marketing strategies by reviewing operating and financial statements and departmental sales records.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
Cook
Kinn Thai Restaurant
Wantirna South, VIC
01.2019 - 11.2021
- Trained, managed and guided kitchen staff to improve overall performance, service quality and productivity.
- Prepared dishes in fast-paced environment working with teammates to maintain high customer satisfaction rate.
- Retained consistent quality and high accuracy when preparing identical dishes every day.
- Followed established procedures and requirements for safe food handling, storage and service.
- Maintained safe operations of food prep equipment to reduce complications and retain safety procedures.
Kitchen Hand
Chin Chin Restaurant
Melbourne, VIC
12.2019 - 10.2021
- Maintained order and cleanliness of work areas to conform with health codes.
- Acquired new skills to support team and further accommodate customer needs.
- Developed great team spirit with other personnel by pitching in and helping with task completion.
- Displayed strong knowledge of proper food safety and sanitation practices.
- Observed food handling and sanitation procedures to safeguard against foodborne illnesses.
- Maintained cleanliness and organization of kitchen stations and storage areas.
Kitchen Hand
Kinn Thai Restaurant
Wantirna South, VIC
11.2016 - 12.2018
- Partnered with chef to cook food and comply with food preservation guidelines.
- Cross-trained in other kitchen positions to support team and meet customer needs.
- Maintained clean and well-organized kitchen areas to promote efficiency.
- Studied methods of coworkers, successfully learning kitchen and food service skills.
- Stored perishable food items in freezer or refrigerator to protect from spoilage.
Education
Bachelor of Arts - International Relations
Monash University
Melbourne VIC12.2021
Foundation Degree - Monash Foundation Year
Monash College
Melbourne VIC05.2019
Skills
- Effective prioritization
- Email and telephone decorum
- Hospitality services
- Issue handling
- Team collaboration
- Technologically savvy
- Customer assistance and interaction
- Working in fast-paced environment
Timeline
Guest Service Agent
W Melbourne
10.2023 - 06.2024
Front Desk Receptionist
Focused Facilities Management
04.2023 - Current
Night Guest Service Agent
Sofitel Melbourne on Collins
10.2022 - 10.2024
Manager
Strictly Thai Restaurant
04.2022 - 04.2023
Kitchen Hand
Chin Chin Restaurant
12.2019 - 10.2021
Cook
Kinn Thai Restaurant
01.2019 - 11.2021
Kitchen Hand
Kinn Thai Restaurant
11.2016 - 12.2018
Bachelor of Arts - International Relations
Monash University
Foundation Degree - Monash Foundation Year
Monash College
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