Raina Tian
MOUREA ,BOP
Summary
Personable Guest Services Agent skilled in communicating with guests to provide information, resolve challenges and deliver exceptional service. Well-versed in hotel operations and guest account management illustrated over almost 3 years of industry experience. Worked alongside Front Office, Housekeeping and Maintenance to ensure guest satisfaction.
Maintained an engaging personality and flexible approach. Upbeat, friendly and anticipating customer needs to facilitate enjoyable dining experiences. Worked along side Chef as a kitchen helper during busy times. Maintained a positive attitude despite facing staff-shortages and stressful situations. Dependable Housekeeper with solid history of cleaning industry service. Proficient in maintaining bathrooms and kitchens, as well as providing top-quality hotel services. Highly organized and team-driven with strong customer satisfaction focus.
Overview
3
3
years of professional experience
Work History
Food and Beverage Attendant
The Clubhouse Cafe
04.2021 - Current
- Enhanced customer satisfaction by providing attentive service and anticipating guests'' needs.
- Maintained clean and organized dining areas for an enjoyable guest experience.
- Provided accurate allergen information to guests, ensuring their safety and well-being while dining.
- Contributed to team success by cross-training in multiple roles, fostering a collaborative work environment.
- Managed inventory levels effectively, reducing waste and maintaining optimal stock levels for efficient operations.
- Improved overall efficiency by assisting with kitchen tasks during peak hours or staff shortages.
- Delivered exceptional service even under high-pressure situations, maintaining the highest standards of professionalism.
- Developed strong relationships with regular customers, leading to increased loyalty and repeat business.
- Handled cash transactions accurately, ensuring accountability and proper financial reporting at the end of each shift.
- Collaborated with other team members for seamless event execution during busy periods such as holidays or special events.
- Adhered to food safety guidelines consistently, maintaining a safe and sanitary working environment at all times.
- Opened, poured and served hot and cold beverages to customers to complement food and dining experience.
- Processed orders and sent to kitchen employees for preparation.
Guest Service Agent
Wyndham Resorts
03.2022 - Current
- Enhanced guest satisfaction by addressing concerns and providing prompt resolutions.
- Maintained a clean and welcoming lobby, ensuring a positive first impression for guests.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Collected room deposits, fees, and payments.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Provided guest assistance and recommendations for tourist attractions.
- Collaborated with front-of-house and housekeeping departments to facilitate smooth hotel operations.
- Contributed to sales efforts by promoting available upgrades or add-on services when appropriate, increasing revenue through upselling opportunities.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Responded to room requests and other inquiries made via OTA website, email, or phone.
Housekeeping Room Attendant
Wyndham Resorts
03.2022 - Current
- Collaborated with team members alongside Front Office and Maintenance for efficient completion of tasks, resulting in increased productivity.
- Assisted in training new employees on housekeeping protocols, leading to improved staff performance.
- Ensured proper usage and maintenance of equipment, prolonging its lifespan while reducing repair costs.
- Completed pre-cleaning duties by setting up cleaning carts with fresh linens, cleaning supplies, and requested guest supplies.
- Sanitized all kitchen surfaces, wiped down cabinets, and swept and mopped floors, hand-dusted and wiped down furniture, fixtures, and window sills to keep areas clean and comfortable.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Restocked room supplies such as facial tissues for personal touch with every job.
- Changed bed linens and collected soiled linens for cleaning.
- Completed special housekeeping actions such as turning mattresses on set schedule.
Education
High School Diploma -
Western Heights High School
Rotorua, NZ11.2023
Skills
- Hospitality Services
- Conflict Management
- Payment Collection
- Reservation Processing (Siteminder, Travel Click)
- Liaised with online travel agents (Bookingcom\ Agoda\ Expedia)
- Team player mentality
- Positive attitude
- Key card programming (Visionline)
- Knowledge of Opera operating software
- Sales techniques
- Housekeeping coordination
Languages
Hindi
Native or Bilingual
English
Native or Bilingual
Additional Information
Kia Ora,
My name is Raina Tian, I graduated from highschool in 2023 and am now seeking further education at University of Auckland in a Bachelors of Science course. I am 18 years of age and have had a total of 3 years work experience. I feel I am trustworthy, reliable and show resilience in my work. I am fluent in two languages (Hindi and English) and have a basic understanding of operating compouters.
Timeline
Guest Service Agent
Wyndham Resorts
03.2022 - Current
Housekeeping Room Attendant
Wyndham Resorts
03.2022 - Current
Food and Beverage Attendant
The Clubhouse Cafe
04.2021 - Current
High School Diploma -
Western Heights High School
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