Ellen Sun
Burnaby,BC
Summary
Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes. Highly skilled in adhering to company policies and protocols, coaching new hires., cross-functional collaboration, and maintaining well-organized office environment. Having great hospitality skills includes the ability to be friendly and professional with guests at all times, to anticipate and meet customers' needs and to be meticulously organised so that the company's operations run smoothly.
Overview
18
18
years of professional experience
Work History
Front Desk Agent
Georgian Court Hotel
Vancouver, BC
07.2021 - Current
- Managed check-ins and check-outs in a timely manner.
- Updated computer system with guest information including contact details, payment methods and any special requests.
- Provided assistance with luggage storage or transportation needs.
- Distributed keys or access cards to guests upon check-in.
- Maintained communication with guests by utilizing Whistle software, ensuring timely updates on important information
- Ensured lobby area was clean and presentable at all times.
- Answered phone calls promptly while maintaining a professional attitude.
- Collaborated with housekeeping staff to ensure all rooms are ready for incoming guests.
- Reviewed current day’s expected arrivals and check all VIP / group and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of the room assignments.
- Resolved customer complaints professionally and courteously.
- Provided concierge services such as making restaurant reservations or providing directions to local attractions.
- Handled high volume of phone calls and routed to proper guest or internal department.
- Maintained smooth operations by correctly assigning rooms and coordinating guest check-ins and check-outs.
- Provided accurate information regarding hotel facilities, services, and rates.
- Assisted customers with reservations and cancellations in accordance with hotel policies.
- Provided training sessions for new hires on company policies and procedures.
Manager of Operations
Sambal Coconut Malaysian Szechuan Cuisine
Richmond, BC
11.2013 - 11.2018
- Served as primary point of contact for customer inquiries or complaints.
- Performed regular inspections of kitchen facilities to ensure cleanliness, safety requirements are met as well as adherence to health codes, regulations set by state, local government agencies .
- Developed and implemented effective marketing strategies to increase restaurant sales.
- Monitored customer feedback to ensure satisfaction with menu items and services provided.
- Created promotions and special events to attract customers and boost sales.
- Oversaw daily operations of the restaurant including staff scheduling, budgeting and inventory management.
- Implemented operational procedures to maximize efficiency while minimizing costs.
- Negotiated contracts with vendors for food, equipment and supplies.
- Established standards for quality control, customer service, health and safety regulations.
- Managed cash flow by setting budgets for expenses such as labor cost, food cost, ensuring timely payment of bills and taxes as well as monitoring accounts receivable and payable records .
- Managed food preparation, guest interaction, quality control and customer relations.
Reservations Agent
Carmana Plaza
Vancouver, BC
08.2013 - 10.2013
- Processed reservations from the sales office, other hotel departments and travel agents; By email, telephone or fax
- Answered inbound calls and responded to customer inquiries regarding reservations.
- Knew the type of rooms available as well as their location and layout; Knew the selling status, rates, and benefits of all packages plans; Knew the credit policy of the hotel and how to code each reservation
- Generated reports on occupancy rates, cancellations, and no-shows.
- Prepared letters of confirmation.
- Scheduled reservation requests and maintained accurate records of bookings.
- Verified customer information including contact details and payment method.
- Assisted customers with special needs or requests such as room upgrades or late check-outs.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Sales & Marketing Manager
Ramada Hotel and Suites Metrotown
Vancouver, BC
01.2010 - 12.2012
- Created and distributed promotional materials to increase brand awareness
- Identified areas of improvement in the sales process and developed action plans accordingly.
- Ensured compliance with company policies while carrying out day-to-day activities.
- Created sales targets and developing sales proposals
- Managed cooperate, group and FIT contracts.
- Maintained relationships with existing clients by ensuring their needs are met on time.
- Conducted market research to understand customer needs and preferences.
- Coached, developed and motivated team to achieve revenue goals.
Front Desk Agent
Ramada Hotel and Suites Metrotown
Vancouver, BC
01.2007 - 12.2009
- Managed cash drawer responsibly throughout shift.
- Assisted with check-in and check-out procedures for guests.
- Transmitted and received messages using telephones or telephone switchboards.
- Inputted guest information into computer system accurately and securely.
- Addressed customer needs in a timely manner.
- Ensured that all safety regulations were followed according to company standards.
- Provided excellent customer service while upholding company policies.
- Provided information about hotel amenities, services, and local attractions.
- Monitored security cameras in lobby area as needed.
- Collaborated with colleagues to ensure smooth operations of front desk area.
- Processed payments accurately and efficiently.
- Maintained cleanliness of lobby area at all times.
Education
Business Administration Management
Vancouver Career College
Vancouver, BC, Canada Skills
- Interpersonal communication
- Written communication
- Active listening
- Phone etiquette
- Problem-solving
- Organization skills
- Computer literacy
- Detail Oriented
- Stress management
- Team management
Objective
Rooms Operations Supervisor
Timeline
Front Desk Agent
Georgian Court Hotel
07.2021 - Current
Manager of Operations
Sambal Coconut Malaysian Szechuan Cuisine
11.2013 - 11.2018
Reservations Agent
Carmana Plaza
08.2013 - 10.2013
Sales & Marketing Manager
Ramada Hotel and Suites Metrotown
01.2010 - 12.2012
Front Desk Agent
Ramada Hotel and Suites Metrotown
01.2007 - 12.2009
Business Administration Management
Vancouver Career College