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
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