Viet Gia Bao Pham
Woodville North
Summary
At the end of my shift, my measure of success is the satisfaction, happiness, and meaningful connections I’ve fostered with both customers and colleagues. My aspiration as a Reservation Agent is to ensure guests experience a seamless start to every journey. With a can-do attitude and a strong willingness to learn, I challenge myself every day, learn from mistakes and others, and continuously grow by picking up new skills bit by bit, striving to deliver the best service possible. I am currently focused on enhancing my problem-solving skills and taking ownership of every guest's issues, as I work towards securing a Duty Manager position in the hotel setting.
Overview
4
4
years of professional experience
Work History
Reservation Agent
InterContinental Adelaide
08.2024 - Current
- Improved guest satisfaction by quickly resolving issues and providing clear guidance on reservations, cancellations, and changes, making guests feel valued.
- Answered calls and built strong connections with callers, answering questions, offering personalized recommendations, and guiding them toward bookings.
- Worked closely with the front desk team to ensure a smooth check-in and check-out, prioritizing guest preferences and requests for a seamless experience.
Hospitality Attendant
Adelaide Oval - Oval Hotel
10.2022 - Current
- Maintained a customer satisfaction score of over 92 points by delivering exceptional service aligned with brand standards
- Successfully delivered and managed breakfast operation, serving 100-200 guests daily
- Independently restocked mini bars for 138 guest rooms per shift
- Proficiently organized and executed buffet functions for 80-300 guests
Kitchenhand
BAMI Vietnamese
12.2021 - 05.2022
- Adhered to Australian Government hygiene and food safety regulations
- Prepared ingredients following standard recipes during quiet periods
- Assisted chefs in fulfilling orders for 50-70 customers during peak hours
- Conducted stock checks with more than 50 food items at the end of shifts to ensure readiness for the next day
All-rounder (Waiter & Dishwasher)
Lemongrass Thai Bistro
04.2021 - 12.2021
- Managed lunch service independently, overseeing 20-40 guests as a supervisor
- Effectively handled online food orders through various platforms and POS systems
- Organized deliveries of new stock, including food and beverage items
- Collaborated with team members to efficiently manage dinner service, serving 100-200 guests per night
Education
Bachelor of Business - Hospitality Management
International College of Hospitality Management (ICHM)
10.2024
Skills
- Opera system
- Problem-solving
- Accountability
- Customer Engagement
- Upselling and Cross Selling
- Customer Service
- Attention to Detail
Accomplishments
- Received the ICHM Outstanding Student Award for the 1st year in 2023.
- Voluntarily served as a chef, preparing and cooking food for the Welcome BBQ Party for International Students in Adelaide.
- Achieved 1st place in the Soccer Tournament 2021, established by ISES Education & Migration and ISBS.
References
- Regine Jumarang (Reservation Manager) - Regine.Jumarang@ihg.com - 0475 435 205 | InterContinental Adelaide, North Terrace, Adelaide, SA, 5000
- Manasa Khadka (Industry & Career Development Manager) - mkhadka@ichm.edu.au - 0437 890 182 | ICHM- International College of Hospitality Management, 131-139 Currie St, Adelaide, SA, 5000.
- Brianna Murray (Director of Human Resource) - Brianna.Murray2@ihg.com - 08 8228 3610 | InterContinental Adelaide, North Terrace, Adelaide, SA, 5000.
- Vick Hassan (Hotel venue manager) - Vick.Hassan@adelaideoval.com.au - 0433 408 481 | Adelaide Oval - Oval Hotel, King William Rd, North Adelaide, SA, 5006.
Timeline
Reservation Agent
InterContinental Adelaide
08.2024 - Current
Hospitality Attendant
Adelaide Oval - Oval Hotel
10.2022 - Current
Kitchenhand
BAMI Vietnamese
12.2021 - 05.2022
All-rounder (Waiter & Dishwasher)
Lemongrass Thai Bistro
04.2021 - 12.2021
Bachelor of Business - Hospitality Management
International College of Hospitality Management (ICHM)
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