Siu Hin (Marco) Mok
Stoners Corner,QLD
Summary
Results-driven Team Leader known for high productivity and efficient task completion. Skilled in strategic planning, conflict resolution, and performance optimization. Excel in leadership, communication, and problem-solving to achieve team goals. Ready to leverage abilities in organization and motivation to drive success in fast-paced environments.
Overview
5
5
years of professional experience
Work History
Rooms voyager & Team Leader
The Westin Brisbane & Four points by Sheraton Brisbane
Brisbane
03.2024 - Current
- Leadership and Team Management: Providing guidance and performance feedback according to the associate performance
- Training and Development: Conducted training sessions and workshops to enhance team skills and knowledge
- Conflict Resolution: Addressed and resolved conflicts and challenges within the team to maintain a positive working environment
- Communication: Facilitated clear communication between team members and upper management, ensuring alignment with organizational goals.
Guest Experience Agent
The Westin Brisbane & Four points by Sheraton Brisbane
Brisbane
04.2023 - 02.2024
- Organise daily operation and schedule rooming listing for groups (Airline crew) check-in daily
- Covering the duty for Duty manager (Complaint handling & Billing issue)
- Night auditing and day end close
- Concierge (recommendations in the area & valet parking service)
- Maintenance enquiries.
Guest Service Agent
Oaks Sydney North Ryde Suites
12.2021 - 10.2022
- Check in and out guests
- Understand and how to operate CMS Guest Centrix
- Night auditing and day end close
- Complaint handling and maintenance enquiries
- Take payments and money handling
- Concierge (recommendations in the area)
- Security check.
Guest Service Agent & Service Center Attendance
Shangri-la Hotel Sydney
Sydney
06.2019 - 07.2021
- Check in and out guests
- Understand and how to operate Opera PMS system (room master)
- Night auditing and day end close
- Complaint handling and maintenance enquiries
- Reservations and answering phone (Take order for In Room Dining)
- Take payments and money handling
- Security check.
Education
Master of Marketing -
Western Sydney University
12.2022
Bachelor of Business: International Hotel & Resort Management -
Blue Mountains International Hotel Management School, NSW, Australia
01.2019
Skills
- Ability to quickly pick up PMS system operation
- Familiar with Microsoft Office
- Generally skilled with basic use of computing
- Client Service
- Work Planning
- Team Supervision
- Staff Training
- Account Management
- Problem-Solving
- Leadership
- Complaint resolution
- Documentation And Reporting
References
- Lobena Jo, Shangri-La Sydney, Assistant Reservation Manager, 0421 061 864
- Janny Wang, The Star Queens Wharf, Head of Sommelier, jenny.wang@star.com.au / Phone: 0468467969
Languages
English
Full Professional
Chinese (Mandarin)
Full Professional
Chinese (Cantonese)
Native/ Bilingual
Timeline
Rooms voyager & Team Leader
The Westin Brisbane & Four points by Sheraton Brisbane
03.2024 - Current
Guest Experience Agent
The Westin Brisbane & Four points by Sheraton Brisbane
04.2023 - 02.2024
Guest Service Agent
Oaks Sydney North Ryde Suites
12.2021 - 10.2022
Guest Service Agent & Service Center Attendance
Shangri-la Hotel Sydney
06.2019 - 07.2021
Master of Marketing -
Western Sydney University
Bachelor of Business: International Hotel & Resort Management -
Blue Mountains International Hotel Management School, NSW, Australia
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