Tony Wong
Gold Coast
Summary
Strives to meet customer needs, drive satisfaction and promote long-term loyalty.
Creative hospitality and travel industry professional with wealth of historical knowledge.
Offering excellent customer service and public speaking skills. Results-driven professional focused on delivering exceptional support for customer needs.
Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Hardworking and passionate job seeker with strong organizational skills. Ready to help team achieve company goals.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Concierge Supervisor
Intercontinental Hotel
05.2023 - Current
- Coached, supported and developed team with goal of continuous growth and skill improvement.
- Conducted competitive research to understand best practices and potential differentiators.
- Tracked and optimized team metrics such as overall production, conversion rates, product types and customer satisfaction.
- Implemented and developed ticketing support and phone systems.
Concierge/Porter/Bell Supervisor
The Langham Gold Coast
07.2022 - Current
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
- Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy.
- Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.
Food and Beverage Attendant
The Star Uncle Su
12.2021 - Current
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
Service Technician Assistant
Ashmore Honda
12.2020 - 08.2021
- Parked and retrieved cars carefully to prevent damage and avoid delays.
- Cleaned and lubricated parts to keep equipment operating at peak performance.
- Inspected equipment to diagnose operational issues.
Tour Guide
Tour Gold Coast
06.2018 - 02.2020
- Developed guest relationships to achieve high level of satisfaction.
- Answered questions, pointed out overlooked features and offered further details about special exhibits to educate visitors.
- Created tour programs with focus on providing positive guest experiences.
- Entertained visitors and tourists with various props and signs to maximize engagement.
- Delivered information through narratives on locations throughout Gold Coast area, relaying lesser-known stories for interest.
Education
Bachelor of International Tourism And Hospitality Management - Hotel Management
Griffith University
Gold Coast 06.2019
Skills
- language: Cantonese, English and mandarin
- Travel Recommendations
- Company branding
- Safety Procedures
- Guest Experiences
- Conflict Resolution
- Certificate III Light vehicle mechanical technology
- Certificate IV in Automotive Performance Enhancement
Certification
- RSA License since 2019
- Certificate III in Light Vehicle Mechanical Technology
- The Certificate IV in Automotive Performance Enhancement
Timeline
Concierge Supervisor
Intercontinental Hotel
05.2023 - Current
Concierge/Porter/Bell Supervisor
The Langham Gold Coast
07.2022 - Current
Food and Beverage Attendant
The Star Uncle Su
12.2021 - Current
Service Technician Assistant
Ashmore Honda
12.2020 - 08.2021
Tour Guide
Tour Gold Coast
06.2018 - 02.2020
Bachelor of International Tourism And Hospitality Management - Hotel Management
Griffith University
- RSA License since 2019
- Certificate III in Light Vehicle Mechanical Technology
- The Certificate IV in Automotive Performance Enhancement
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