Tracy Le
Auckland,AUK
Summary
I define myself as a results-driven Hotels Leader, poised to make a significant impact on your esteemed establishment. My blend of interpersonal skills, human management expertise, and a commitment to ethical practices positions me as an asset ready to contribute to the enhancement of both revenue management and guest experience reputation.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Duty Manager
InterContinental Auckland
02.2024 - Current
- Front Office Management: Supervise and coordinate the activities of the front desk, instant service, concierge and bell attendants to ensure efficient operations. Always maintain a professional and high-quality service-oriented environment. Conduct and implement S.O.P.
- People Management: Lead and motivate the team including training, scheduling, performance evaluations and disciplinary action where required.
- Guest Experience Management: Address guest inquiries, requests, and concerns promptly and effectively, striving for high guest satisfaction. Resolve guest complaints with tact and diplomacy, aiming to turn negative experiences into positive ones.
- Revenue management: Assist in managing room inventory and work closely with the Finance department to ensure accurate billing and payment processing.
- Quality Assurance: Conduct regular inspections of guest rooms and public areas to ensure quality standards. Implement and enforce hotel policies and procedures to maintain a safe and secure environment. Liaise with Engineering and Housekeeping department to maximise guest service and facilitate operational improvements.
- Responsible Business: Adhere to and ensure that all security procedures are strictly observed and Participate in OHS programs.
Duty Manager/ Guest Experience Manager
Fable Auckland - M Gallery by Sofitel
07.2023 - 01.2024
- Hotel Operation Oversight (Room Division): Oversee the operations of the Room Division, including Front Desk, Housekeeping, and Reservations. Managed customer complaints and rectified issues to complete satisfaction.
- Revenue Management: Monitor and analyze room rates and availability to optimize revenue.
- Account Receivable and Hotel Banking: Oversee the auditing of daily cash transactions and financial records.
- PMS System Migration (Opera V5 to Opera Cloud): Lead the migration process from the legacy Property Management System (PMS) to the new Opera Cloud system.
- People Management: Participate in the recruitment process, including interviewing and selecting candidates. Mentored new staff on correct procedures, compliance requirements and performance strategies.
Receptionist
Fable Auckland - M Gallery by Sofitel
01.2022 - 07.2022
- Assisted guests at check-in and check-out, providing information on various services within hotel.
Receptionist and Room Attendant
Grand Millennium Auckland
07.2021 - 01.2022
- Supervise both Front Office and Housekeeping daily operations
Food and Beverage Attendant
MovenPick Hotel Auckland
04.2019 - 11.2019
- General Front Of House Guest Experience and Cashiering.
Education
Bachelor Degree (Level 7) - Applied Hospitality And Tourism Management
Pacific International Hotel Management School
New Plymouth 11.2021
Skills
- Experience in using Opera V5 and Opera Cloud
- Strong background in accounting and auditing procedures
- Reservations management, with an emphasis on groups and contracted clients
- Excellent communication and interpersonal skills
- Problem-solving ability and the capacity to handle guest complaints
- Leadership skills with the ability to train and motivate a team
Certification
- General Manager Certificate by Auckland Council
- First-Aid Certificate
References
Whisley Ang - CPG Business Analyst (Formal Room Division Manager) - whisley.ang@cpghotels.com / 021 173 9075
Vivek Patel - Reservation Manager - resmgr@fableauckland.com / 022 420 5740
Accomplishments
- Most TripAdvisor Name mention - Fable Auckland June '23 to October '23
- Fable Auckland Employee of the month - December 2022
- Grand Millennium Auckland Employee of the month - September 2021
- MovenPick Auckland Employee of the month - August 2019
Timeline
Duty Manager
InterContinental Auckland
02.2024 - Current
Duty Manager/ Guest Experience Manager
Fable Auckland - M Gallery by Sofitel
07.2023 - 01.2024
Receptionist
Fable Auckland - M Gallery by Sofitel
01.2022 - 07.2022
Receptionist and Room Attendant
Grand Millennium Auckland
07.2021 - 01.2022
Food and Beverage Attendant
MovenPick Hotel Auckland
04.2019 - 11.2019
Bachelor Degree (Level 7) - Applied Hospitality And Tourism Management
Pacific International Hotel Management School
Similar Profiles
Brian VuBrian Vu
Assistant Restaurant and Bar Manager at Intercontinental AucklandAssistant Restaurant and Bar Manager at Intercontinental Auckland
James HartleyJames Hartley
Commis Chef at Intercontinental Auckland - Advieh RestaurantCommis Chef at Intercontinental Auckland - Advieh Restaurant
Jaya K CJaya K C
Guest Experience Executive Team Leader at Intercontinental Sydney (IHG Hotels and Intercontinental Group)Guest Experience Executive Team Leader at Intercontinental Sydney (IHG Hotels and Intercontinental Group)
Maria MarkovichMaria Markovich
Physiotherapist Ellerslie Clinic & Hybrid Role at TBI HealthPhysiotherapist Ellerslie Clinic & Hybrid Role at TBI Health
Adela MusicAdela Music
Casual Sales Assistant at Lush | Auckland Queen StreetCasual Sales Assistant at Lush | Auckland Queen Street