Sa Vo
Footscray,VICTORIA
Summary
Dedicated and detail-oriented hospitality professional with extensive experience in hotel reservations and customer service. Expertise in managing bookings, addressing guest inquiries, and delivering exceptional service to ensure optimal customer satisfaction. Proven ability to resolve guest concerns, collaborate with cross-functional teams, and maintain positive client relationships. Strong problem-solving skills and adaptability, consistently upholding high service standards.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Luxury Service Associate
Hyatt Global Property and Guest Services (GPGS Pacific)
Melbourne , Victoria
06.2024 - 11.2024
- Resolved guest escalations by applying effective decision-making skills, ensuring a high level of guest satisfaction.
- Collaborated with team members to share expertise and skills, contributing to the achievement of organisational goals.
- Consistently enhanced brand loyalty knowledge through ongoing education and advanced training initiatives.
Reservation Sales Agent
Hyatt Global Property and Guest Services (GPGS Pacific)
Melbourne , Victoria
10.2022 - 06.2024
- Responded to guest inquiries regarding reservations and hotel information via phone and email in a professional and timely manner.
- Delivered exceptional service and personalized recommendations to enhance customer satisfaction.
- Recorded guest feedback, including complaints, and promptly escalated matters to management for immediate resolution.
- Coordinated with the sales team to handle wholesale bookings efficiently.
Customer Service Agent
Hiep Thai Food Store
Garland, Texas
03.2013 - 04.2022
- Delivered prompt, professional, and attentive service for addressing customer concerns and service complaints.
- Assessed and processed returns, exchanges, and voids, ensuring accuracy and compliance with company policies.
- Managed restaurant wholesale orders, generated invoices, and conducted thorough product checks prior to delivery to ensure accuracy and quality.
Student Assistant Bruceteria
UNT Dining Service
Denton, Texas
09.2019 - 05.2020
- Ensured prompt customer service and efficient order delivery in high-volume environments.
- Optimized service efficiency through consistent, clear communication with colleagues.
- Maintained cleanliness and organization of the food station to ensure guest satisfaction.
Education
Master in Hotel Management -
Blue Mountain International Hotel Management
Torrens University - Melbourne09-2024
Bachelor of Science in Hospitality Management -
University of North Texas
Denton, TX12-2020
Skills
- Customer Engagement
- Complex problem solving
- Continuous Improvement
- Time management
- Multi-line phone proficiency
- Team collaboration
- Attention to detail
- Cross-selling and upselling
- Decision-making
- Multitasking
Certification
- Certification in Hotel Industry Analytics (CHIA)
- Excel Skills for Business: Essentials
- Responsible Service of Alcohol Certificate (RSA)
Timeline
Luxury Service Associate
Hyatt Global Property and Guest Services (GPGS Pacific)
06.2024 - 11.2024
Reservation Sales Agent
Hyatt Global Property and Guest Services (GPGS Pacific)
10.2022 - 06.2024
Student Assistant Bruceteria
UNT Dining Service
09.2019 - 05.2020
Customer Service Agent
Hiep Thai Food Store
03.2013 - 04.2022
Master in Hotel Management -
Blue Mountain International Hotel Management
Bachelor of Science in Hospitality Management -
University of North Texas
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