Tenzing Lhaden
Melbourne,Victoria
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
Work History
Group Reservations Coordinator
TFE Hotels
01.2024 - Current
- Coordinated communication between catering, facilities, and event staff to ensure seamless execution of group bookings.
- Maintained excellent relationships with clients, providing regular updates on reservation statuses and changes.
- Maximized room utilization by strategically assigning groups based on size, preferences, and special requirements.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Maintained comprehensive records of all past events, enabling more effective future planning efforts around similar occasions or repeating clients'' needs.
Reservation Executive
TFE Hotels
12.2023 - 01.2024
- Responded quickly to telephone, email, online and in-person requests to book or update services.
- Maintained accurate records of reservations, ensuring seamless communication between departments.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
Assistant Guest Services Manager
Somerset On Elizabeth
04.2022 - 09.2023
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Consistently offered personalized recommendations for guest activities based on detailed conversations with clients upon arrival.
- Coached and developed associates to improve soft skills and recovery techniques.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Supervised team of 13 front desk agents and helped to resolve issues arising during shifts.
- Restructured lines of communication with housekeeping to make sure guests were satisfied with timeliness and quality of housekeeping services.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Oversaw day-to-day operations of 135-room hotel with staff of 15 employees.
Guest Service Supervisor
Somerset On Elizabeth
02.2022 - 04.2022
- Trained junior team members in customer service strategies and property policies.
- Reviewed upcoming events and planned for expected challenges.
- Maintained high employee satisfaction and performance with hands-on and collaborative style.
- Set and managed policies for concierge services and guest relations.
- Monitored reviews and social networking sites and feeds to respond to questions or complaints.
Guest Service Agent
Somerset On Elizabeth
11.2021 - 01.2022
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
Retail Assistant
Uniqlo
07.2017 - 11.2021
- Balanced and organized cash register by handling cash, counting change and storing coupons.
- Greeted customers, helped locate merchandise and suggested suitable options.
- Used POS system to process sales, returns, online orders and gift card activations.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
Education
Bachelor of Business - Hotel Management - Business Managament
Hotel School Melbourne - Southern Cross University
Melbourne, VIC07.2024
High School Diploma -
Gilmore Girls College
Footscray 12.2016
Skills
- Workflow Schedules
- Effective Customer Service
- Operational Efficiency
- Facility Management
- Service Quality
- Payroll Operations
- Employee Performance Evaluations
- Completing Interviews
- Hotel Reservations
- Revenue Forecasting
- Staff Support
- Personnel Supervision
- Administrative Support
- Hotel PMS : RMS / Protel /Opera
- Staff Support
- Personnel Supervision
- Administrative Support
Timeline
Group Reservations Coordinator
TFE Hotels
01.2024 - Current
Reservation Executive
TFE Hotels
12.2023 - 01.2024
Assistant Guest Services Manager
Somerset On Elizabeth
04.2022 - 09.2023
Guest Service Supervisor
Somerset On Elizabeth
02.2022 - 04.2022
Guest Service Agent
Somerset On Elizabeth
11.2021 - 01.2022
Retail Assistant
Uniqlo
07.2017 - 11.2021
Bachelor of Business - Hotel Management - Business Managament
Hotel School Melbourne - Southern Cross University
High School Diploma -
Gilmore Girls College
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