Vivian Phan
Perth,WA
Summary
- Professional and enthusiastic hospitality worker with several years of experience serving food and beverage in a busy dining establishment; professional luxury hotel environment. Committed to adhering to health and safety standards, while working as a helpful and positive team member.
- Graduate student with a Bachelor of Commerce degree, majoring in Hospitality Management and International Business, seeking career progression opportunities. My academic background has equipped me with strong skills in strategic management, customer service, and international business dynamics.
Overview
6
6
years of professional experience
Work History
Guest Service Agent
Novotel Murray Street
Perth
07.2024 - Current
- Perform all check-in and check-out tasks in busy and professional environment.
- Inform customers about payment methods and verify their credit card data.
- Register guests collecting necessary information (like contact details and exact dates of their stay).
- Welcome guests upon their arrival and assign rooms.
- Provide information about our hotel, available rooms, rates and amenities.
- Preparing pre-arrival envelopes for crews and groups check-in.
- Liaise with housekeeping staff to ensure all rooms are clean, tidy and fully furnished to accommodate guests' needs.
- Upsell additional facilities and services when appropriate.
- Maintain updated records of bookings and payments.
Front Office Clerk
Crown Resorts
Burswood, WA
12.2022 - 06.2024
- Provide exceptional customer service to hotel guests throughout their stay, form check-in to check-out.
- Manage reservations and room assignments ensuring accuracy and efficiency in booking procedures.
- Process guest arrivals and departures accurately and efficiently, ensuring all necessary paperwork is completed and payments are collected.
- Handle guest inquiries and requests promptly and courteously, provide accurate information about hotel facilities, services, and local attractions.
- Address and resolve guests complaints and issues effectively, escalating to management when necessary to ensure guest satisfaction.
- Work collaboratively with other hotel departments to fulfill guest requests and maintain seamless operations.
- Upsell additional facilities and services when appropriate.
- Perform administrative tasks, such as data entry, filling, and record-keeping, to support the front desk operations.
- Uphold the company policies and procedures, ensuring a safe and secure environment for guests and staff.
Front of House Supervisor
Minosa Kitchen
Victoria Park
02.2019 - 08.2022
- Receiving and confirming walk-in, telephone, and online reservations.
- Responsible for the precision of food and beverage dishes, delivering complete orders to the correct table or take out counter promptly and accurately.
- Follow inventory procedures for keeping front of house appropriately stocked
- Manage daily operations, including managing staff schedules, ensuring smooth service during peak hours, and handling customer inquiries and complaints efficiently.
- Leed a team of servers, kitchen staff, and support personnel, providing guidance, training, and performance feedback to ensure high levels of service and productivity.
- Maintain good communication with customers, work colleagues and manager to achieve great and efficient customer service.
- Maintain a clean and sanitary work environment, especially high touched areas.
Education
Bachelor of Commerce - Hospitality And Tourism
Curtin University
Perth09.2024
Diploma of Commerce -
Curtin College
Perth12.2021
High School -
Aranmore Catholic College
Perth12.2020
Skills
- High level of customer service
- Strong interpersonal communication skill
- Attention to detail
- Team oriented
- High level of culture awareness
- Multitasking
- Autonomous
- Critical thinker
- Self-awareness
- Microsoft Office Word, Excel, Power Point
- Conflict resolution
- Proficient in OPERA software
Timeline
Guest Service Agent
Novotel Murray Street
07.2024 - Current
Front Office Clerk
Crown Resorts
12.2022 - 06.2024
Front of House Supervisor
Minosa Kitchen
02.2019 - 08.2022
Bachelor of Commerce - Hospitality And Tourism
Curtin University
Diploma of Commerce -
Curtin College
High School -
Aranmore Catholic College