Yi-Ting Liao
ALKIMOS,WA
Summary
To be part of an environment that encourages resourcefulness, innovation, teamwork and provides an opportunity to grow and develop key competencies based on performance, knowledge and skills. Customer-focused Support Officer initiates and identifies action and analyses options to facilitate service improvement. Demonstrates strong information management skills and proficient knowledge of Microsoft Office and hotel management software applications to present information in wide range of formats with excellent attention to detail. Conducts target setting and performance monitoring to meet priorities of business and customers.
Overview
3
3
years of professional experience
Work History
Front Desk/Customer Services/Support Officer
West-In Hotel, Perth (Marriot Group)
11.2022 - Current
- First point of contact, welcoming guests warmly and professionally
- Manage phone and online reservations, ensuring accuracy and providing exceptional service
- Manage waitlists effectively, communicating wait times clearly and keeping guests informed
- Address guest questions and requests regarding menus, specials, wait times, and the restaurant's offerings
- Handle guest payments efficiently and professionally
- Perform administrative duties like taking messages, handling paperwork, and maintaining records
- Proactively identify and fulfill guest needs, exceeding expectations whenever possible
- Manage guest room keys and access cards
- Experience with issuing access credentials, maintaining records, and ensuring security protocols
Residential/ Short Stay Apartment Concierge
NV Residential and short stay apartment
07.2021 - 11.2022
- Maintain working relationship as liaison between residents and building management
- Intercept and direct calls and emails for leasing and management staff and Patrol of common area and external
- Weekly audit (Check bookings, parcel audit, key audit, COC list update, site keys audit, gym induction, de-activate move out key, COC and Bond follow up)
- Checking in and checking out of guests from the apartment
- Checking guest and group arrivals and allocate rooms as required/ Inputting and updating reservation profiles
- Responding promptly to guest/resident inquiries such as providing assistance with Housekeeping and Maintenance requests
CITADINE Apartments
12.2021 - 03.2022
- Assisting guests in their arrival to the hotel & delivering guests to their rooms through use of the Protel operating system
- Assisting guests in booking & organizing taxi’s
- Delivering housekeeping services as required (splitting beds, delivering an extra bed)
- Making hotel reservation through use of Protel & RMS operating systems
- Balancing credit cards & rolling the system ready for the next day’s business.
Education
Bachelor of International tourism and hotel management -
Griffith University (Brisbane)
Diploma of tourism and hospitality Management -
Griffith University (Brisbane)
Cert III and Cert IV in commercial cooking -
Charles Darwin University (Darwin)
Certified hygiene food handling -
First Aid -
Skills
Communication
Interpersonal skills
Problem-solving
Customer Service
Administrative Duties
Proficient in MS Office and hotel management software
Strong leadership and management skills
References
- West-In Perth, Supervisor, Apruva, 0401 850 533
- NV apartment, Operation Manager, Bob Rana, 0467939372, bob.rana@wbssecurity.com.au
Languages
Chinese (Mandarin)
Native or Bilingual
Timeline
Front Desk/Customer Services/Support Officer
West-In Hotel, Perth (Marriot Group)
11.2022 - Current
CITADINE Apartments
12.2021 - 03.2022
Residential/ Short Stay Apartment Concierge
NV Residential and short stay apartment
07.2021 - 11.2022
Bachelor of International tourism and hotel management -
Griffith University (Brisbane)
Diploma of tourism and hospitality Management -
Griffith University (Brisbane)
Cert III and Cert IV in commercial cooking -
Charles Darwin University (Darwin)
Certified hygiene food handling -
First Aid -
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