Lillian Truong
Sydney,Australia
Summary
Customer-focused hospitality professional with over 5 years of proven experience in enhancing guest experiences and streamlining front desk operations for some of Australia’s most well known hospitality brands including EVT leisure and hospitality, Hyde park hotel and more, I am known for my reliability and adaptability, consistently contributing to team success and exceeding guest expectations.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Guest Service Agent & Hotel Receptionist
Hyde Park Inn
Sydney, NSW
09.2022 - Current
- Oversee daily front desk operations, ensuring efficient check-in and check-out processes
- Handle guest inquiries, concerns, and complaints promptly and effectively
- Maintain accurate records of room inventory, reservations, and financial transactions
- Collaborate with other departments to ensure seamless guest experiences
- Assist with managing room allocations, rates, and availability
- Monitor and optimise guest satisfaction scores through proactive measures
- Ensure compliance with hotel policies, procedures and safety regulations
- Follow and guide guest service standards and procedures
- Focus on quality assurance, call and email conversion, voice sales effectiveness, sell-out, and upsell efficiency
- Oversee the daily operation of the Reservations department
Bar & Room Service Attendant
Rydges Hotel - Sydney Central
Sydney, NSW
03.2022 - 01.2023
- Undertake general waiting duties, including cleaning trolleys, taking orders and serving guests
- Receipt of monies and cash up of service periods
- Follow and implement all departmental procedures, standard operating procedures (SOPs) and checklists
- Assist the Supervisor and Assistant Manager with training and developing Ambassadors
- Demonstrate the 'Passion for Excellence' by serving our guests with flair and professionalism, ensuring their requests are quickly and efficiently achieved
- Ensure all guests have personalised service and that the 'Essence of Pleasure' is achieved
- Perform tasks promptly
- Assist with the implementation and maintenance of Rydges Brand Standards
- Follow up on all guest comments, requests and complaints while informing the Supervisor and Assistant Manager of all such matters
- Serving and preparing alcoholic /non alcoholic beverages to guests
- Restocking beverages and food items in the mini-bar
Sales representative
Memory Block
Sydney, NSW
08.2020 - 12.2021
- Greet and assist customers in-store, over the phone, and via email
- Process sales orders and handle financial transactions with accuracy
- Maintain high standards in the store, including presentation and cleanliness
- Rotate locations to connect with customers from different areas
Front of house member
McDonald’s
Sydney, NSW
03.2017 - 08.2020
- Perform effectively in a fast-paced environment
- Meeting and greeting guests
- Food and beverage preparation and presentation
- Maintain restaurant/kitchen presentation and cleanliness
- Optimise guest satisfaction
- Cash and EFTPOS handling
Education
Bachelor of Primary Education -
University of Newcastle
03.2025
Higher School Certificate -
01.2020
Skills
- Customer Service
- PMS software
- MS Office
- Maintenance
- Food & Beverage service
- Leadership
- Ability to work in fast-paced environment
Additional Information - Achievements
- Responsible Service of Alcohol (RSA)
- Responsible Conduct of Gambling (RCG)
Certification
- RSA
- RCG
- Working with Children’s check
Timeline
Guest Service Agent & Hotel Receptionist
Hyde Park Inn
09.2022 - Current
Bar & Room Service Attendant
Rydges Hotel - Sydney Central
03.2022 - 01.2023
Sales representative
Memory Block
08.2020 - 12.2021
Front of house member
McDonald’s
03.2017 - 08.2020
Bachelor of Primary Education -
University of Newcastle