Yu-Wen LIU
Gold Coast,QLD
Summary
I am professional with strong experience in customer service and sales, prepared for role in reservation management. Skilled in handling inquiries, booking systems, and providing exceptional client support. Focus on team collaboration and achieving results ensures flexibility and reliability in meeting changing needs. Strong communication, problem-solving, and multitasking abilities.
Overview
5
5
years of professional experience
Work History
Cafe Supervisor
Passiontree Velvet Coffee
01.2020 - 01.2024
- Enhanced customer satisfaction by crafting high-quality coffee beverages and providing exceptional service.
- Maintained cleanliness and organization of the workspace, ensuring a safe and welcoming environment for customers.
- Collaborated with team members to deliver timely and accurate orders during peak hours.
- Trained new employees on proper brewing techniques, equipment maintenance, and customer service standards.
- Assisted in inventory management, reducing waste and optimizing stock levels for daily operations.
Waitress
Harvest Buffet & Mei Wei
11.2021 - 07.2022
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Used cash registers and credit card machines to cash out customers.
Guest Service Agent
Dorsett Hotel
07.2022 - 08.2023
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Collected room deposits, fees, and payments.
- Maintained accurate and up-to-date records of guest information.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Managed check-in and check-out procedures for guests.
Night Auditor
Dorsett Gold Coast
08.2023 - 06.2024
- Mentored and trained new night auditors, fostering a productive work environment with well-equipped staff members.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Kept accounts in balance and ran daily reports to verify totals.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
Reservation Sales Agent
JW Marriott Gold Coast Resort & Spa
06.2024 - Current
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Managed group bookings to ensure seamless organization of events and accommodations.
- Maximized revenue by upselling room upgrades and additional services.
- Answered incoming phone calls and addressed questions from customers providers.
- Improved accuracy of reservations data entry by consistently reviewing information for errors or inconsistencies before finalizing bookings.
- Maintained high-quality service standards by swiftly resolving guest issues and addressing special requests.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
Education
Bachelor - International Tourism And Hotel Management
Griffith University
QLD12-2023
Skills
- Reservation software expertise (Opera, Opera Cloud)
- Customer service
- Multitasking Abilities
- Strong work ethic
- Telephone etiquette
- Teamwork and collaboration
Languages
Mandarin
English
Timeline
Reservation Sales Agent
JW Marriott Gold Coast Resort & Spa
06.2024 - Current
Night Auditor
Dorsett Gold Coast
08.2023 - 06.2024
Guest Service Agent
Dorsett Hotel
07.2022 - 08.2023
Waitress
Harvest Buffet & Mei Wei
11.2021 - 07.2022
Cafe Supervisor
Passiontree Velvet Coffee
01.2020 - 01.2024
Bachelor - International Tourism And Hotel Management
Griffith University
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