Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Vicky Yang

Melbourne,VIC

Summary

Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.

Overview

17
17
years of professional experience

Work History

Mahogany Service Executive Supervisor

Crown Melbourne
01.2020 - Current
  • Oversee and ensure the smooth and effective day to day operation of the Mahogany room reception.
  • Provide leadership and development of a high performing team by motivating employees through coaching, feedback, reward and recognition.
  • Managing rostering requirements across the Mahogany reception team.
  • Maintain strong knowledge and awareness of the Crown Rewards Program to ensure all staff members actively participate in signing up new members and supporting Crown Rewards promotions as required.
  • Ensure professional, discrete and diplomatic handling of all customer issues or complaints.
  • Provide guidance and advice to ensure all team members are competent in expected standards&procedures.
  • Actively participate in the training and onboarding of new employees into the department.

Mahogany Receptionist

Crown Melbourne
09.2018 - 01.2020
  • Meet and greet members and guests to the Mahogany Room.
  • Ensure member-only access to the Mahogany Room at all times, and that patrons adhere policies and procedures around entry to the room.
  • Ensure compliance with and adherence to all relevant legislation and policies.
  • Manage limo booking, hotel booking and airfare booking.
  • Assist with membership and registration enquiries.
  • Update player information in Crown systems as required.
  • Assist with constant monitoring of the cleanliness and aesthetics of the room, and taking action where required.


Store Manager of Operations

LS Travel Retail
08.2012 - 02.2018
  • Maintain effective day-to-day store operations
  • Provide a high standard of Guest Service in dealing with customer inquiries, telephone inquiries, orders and complaints.
  • Provide training to all staff about selling skills of Chinese customer’s preference (due to the Chinese customers are the main consumer group).
  • Banking of the day.
  • Handle any customer complaints according to LS Travel Retail policy.
  • Respond promptly to waiting guests in queues. Provide efficient and courteous register transaction service.
  • Solve guest problems where possible, referring to more senior personnel where necessary.
  • Report all guest complaints and service requirements to appropriate personnel in a timely and efficient manner to minimize customer dissatisfaction.
  • Maintain a comprehensive current knowledge of assigned products and store services to assist guests.
  • Where required promote products by demonstration and instruction, and set up in-store displays.
  • Maintain high stock levels of all products, ensuring all shelves are filled and restocked regularly &ensure all stock is correctly priced/bar coded.
  • Building average transaction value by offering promotional items and suggested selling to every guest.


Sales Assistant

Plush Think Sofa
02.2007 - 07.2012
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Assisted customers with prompt and polite support in-person and via telephone.
  • Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff.
  • Established rapport with customers using active listening and interpersonal skills.

Education

Bachelor of Business Admin. - Hospitality Administration And Management

Victoria University
Melbourne, VIC
10.2012

Advanced Diploma - Hospitality Administration And Management

Carrick Higher Education
Melbourne, VIC
12.2009

Skills

  • Exceptional people skills: established 60% of my own customer base by remembering most of the customers with their names, occupations and resent concerns
  • Fantastic communication and interpersonal skills, a confident and encouraging communicator: my customers have described me as joyful, empathizing and trustful
  • Very good teamwork and time management skills, a great team player, well organized and self-motivated, able to work autonomously and within a team, able to prioritize various tasks, can work under high pressure and meet deadlines
  • Advanced computer skills, proficient in Microsoft Windows and Office software, MS word, Excel, PowerPoint, Outlook

Languages

Chinese (Mandarin)
Native or Bilingual

Timeline

Mahogany Service Executive Supervisor

Crown Melbourne
01.2020 - Current

Mahogany Receptionist

Crown Melbourne
09.2018 - 01.2020

Store Manager of Operations

LS Travel Retail
08.2012 - 02.2018

Sales Assistant

Plush Think Sofa
02.2007 - 07.2012

Bachelor of Business Admin. - Hospitality Administration And Management

Victoria University

Advanced Diploma - Hospitality Administration And Management

Carrick Higher Education

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Vicky Yang