Rosslinni Dunne
East Perth,Australia
Summary
Extremely talented, self-motivated, enthusiastic Customer Service, who is not content to rest on her achievements but instead seeks new challenges. Always prioritise customer satisfaction and ensure their first impression is a lasting one. My ambition is to develop more skills in Sales & marketing to complement my current skills.
Overview
17
17
years of professional experience
Work History
Concierge Welcome Ambassador
Intercontinental Hotel Perth Australia
02.2023 - Current
- Company Overview: InterContinental Perth City Centre is a luxury hotel offering a range of services and amenities to guests
- [TripAdvisor Link](https://www.tripadvisor.com.au/ShowUserReviews-g255103-d12213811-r958470011-InterContinental_Perth_City_Centre_an_IHG_Hotel-Perth_Greater_Perth_Western_Aus.html?m=19905)
- Welcoming guests assist them in and out of their vehicles, managing bell attendants to ensure they are available and attentive to the customer check and check-out requirements including luggage handling
- Escort guests to their rooms, greet them during their stay at the hotel and attend to their needs including complaints
- Supply guests with directions and information on property amenities, services restaurants hours of operation, and local areas of interest and activities
- Arrange transportation (taxi cab, shuttle bus, limousine/sedan service) for guests/visitors
- Seek out and take advantage of opportunities to WOW guests
- Recognize visiting regular guests and VIPs and Hotel members
- All times offering the W's Whatever/Whenever service
- Monitor the front driveway to ensure a smooth flow of traffic (vehicle and pedestrian)
- Responsible for providing an inviting and fun welcome and farewell to all guests entering and leaving the hotel
- Updating the OPERA system for room reservations and setting up all Birthday, Honeymoon, Anniversary, and Wedding amenities
- Using AMADEUS for room service and amenities
- Open table system for restaurant reservations
- Ensure all the concierge training is updated
- InterContinental Perth City Centre is a luxury hotel offering a range of services and amenities to guests
- [TripAdvisor Link](https://www.tripadvisor.com.au/ShowUserReviews-g255103-d12213811-r958470011-InterContinental_Perth_City_Centre_an_IHG_Hotel-Perth_Greater_Perth_Western_Aus.html?m=19905)
Concierge Manager & Guest Experience Manager
Hyatt Regency Danang Vietnam
05.2014 - 04.2022
- Company Overview: Hyatt Regency Danang is a 5-star hotel offering luxury accommodations and services to guests
- [TripAdvisor Link](https://www.tripadvisor.com/Hotel_Review-g298085-d2340470-Reviews-Hyatt_Regency_Danang_Resort_Spa-Da_Nang.html)
- Dual role Concierge Manager and Guest Experience Manager for the world of Hyatt members for the 5-star Hyatt Hotel
- Responsible for assisting in the daily operation and delivering quality service to the residents/ guests of leading hotels and resorts based in Da Nang
- Duties include handling telephone inquiries/ complaints and providing courteous services to residents and visitors, and Front desk and Guest service duties
- Ensure a high level of guest satisfaction by providing prompt and courteous services and establishing friendly rapport with residents and visitors
- Coordinate with external service providers to meet guest needs
- Welcoming and serving guests in a courteous, efficient, neat, and friendly manner, both face-to-face and on the phone
- Take messages arranged, advise on transportation, business services, or entertainment, or monitor guest requests for housekeeping and maintenance
- Make bookings and recommendations for guests for all transportation tours, flight tickets, restaurants, spas, hotels, and outside activities
- Be knowledgeable of all in-house and arriving guests
- Project an approachable and professional image in personal appearance and manner
- Maintain a work environment of cleanliness and organisation
- Communicate well with all staff to satisfy a tremendous need for personal service and develop a true sense of community for the guests
- Find ways to personalise the experiences guests have
- Contact local companies to find discounts on attraction tickets and other things guests need
- Attend VIPs with more attention and hostility
- Hyatt Regency Danang is a 5-star hotel offering luxury accommodations and services to guests
- [TripAdvisor Link](https://www.tripadvisor.com/Hotel_Review-g298085-d2340470-Reviews-Hyatt_Regency_Danang_Resort_Spa-Da_Nang.html)
- Outstanding achiever – World of Hyatt 2017- Guest Experience Manager
Guest Relations / Event Manager
Pandanus Hotel Resort Mui Ne Vietnam
01.2008 - 12.2014
- Company Overview: Pandanus Resort is a hotel offering various services and amenities to guests in Mui Ne, Vietnam
- [TripAdvisor Link](https://www.tripadvisor.com.au/ShowUserReviews-g1009804-d636598-r125174560-Pandanus_Resort_Mui_Ne-Mui_Ne_Phan_Thiet_Binh_Thuan_Province.html)
- 6 months receptionist
- Manage a team of partner relationship specialists
- Arrange advertising and promotions
- Assist the front office department in developing and implementing relations between receptionists and guests
- Working with Microsoft Word, Excel, PowerPoint, Outlook, and Photoshop
- Confidence in speaking English and Can speak Vietnamese
- Some Greeting words are German, Russian, Korean, Japanese, French and Spanish
- Deals with customer queries and complaints if any
- Coordinator and translator for the cooking class
- Leads the daily Tai Chi
- Conducts the Wine and Cheese to welcome the new arrival guests
- Deals with agents from different websites
- Pandanus Resort is a hotel offering various services and amenities to guests in Mui Ne, Vietnam
- [TripAdvisor Link](https://www.tripadvisor.com.au/ShowUserReviews-g1009804-d636598-r125174560-Pandanus_Resort_Mui_Ne-Mui_Ne_Phan_Thiet_Binh_Thuan_Province.html)
- Organizer of the Asia Conference in the Philippines in -2007
- Organizer of a Badminton Tournament -2007
- Representative for Advertising Granton Marketing Company.2006-2007
- Expedia online booking training in Sofitel Hotel-2010
- Booking.com online booking training in Majestic Hotel –JULY 2011
Education
Bachelor - Hotel Restaurant Management
Colegio De San Lorenzo
Quezon City01.2002
Graduate -
AMA Computer College
Quezon City01.1996
Graduate -
Saint Nino Parochial School
Quezon City01.1992
Skills
Customer service, teamwork, team management, Microsoft Office, diary events, concierge, communication, problem-solving, attention to detail, organization, empathy, emotional intelligence, time management, leadership, multilingual , Integrity, loyalty,flexibility
Visa Status
Partner Visa/ Full working rights
Timeline
Concierge Welcome Ambassador
Intercontinental Hotel Perth Australia
02.2023 - Current
Concierge Manager & Guest Experience Manager
Hyatt Regency Danang Vietnam
05.2014 - 04.2022
Guest Relations / Event Manager
Pandanus Hotel Resort Mui Ne Vietnam
01.2008 - 12.2014
Bachelor - Hotel Restaurant Management
Colegio De San Lorenzo
Graduate -
AMA Computer College
Graduate -
Saint Nino Parochial School
Similar Profiles
Amin AnsariAmin Ansari
Cluster Assistant Revenue Manager at Intercontinental Abu Dhabi Hotel and Intercontinental Abu Dhabi ResidencesCluster Assistant Revenue Manager at Intercontinental Abu Dhabi Hotel and Intercontinental Abu Dhabi Residences
Muhammad RahmanMuhammad Rahman
Administrator at Park Plaza Hotel, Intercontinental HotelAdministrator at Park Plaza Hotel, Intercontinental Hotel
Yuan ShiYuan Shi
Sales at Intercontinental Holdings AustraliaSales at Intercontinental Holdings Australia