Alycia Hilton
Sutherland,NSW
Summary
Dynamic professional with a proven track record at Rydges Hotel, enhancing brand awareness and guest satisfaction through exceptional organisation and advanced interpersonal skills. Excelled in team management and customer interaction, significantly improving efficiency and service quality. Proficient in MS Office Suite, adept at problem-solving and decision-making, ensuring a positive customer experience.
Overview
11
11
years of professional experience
Work History
Salon Coordinator
Locks & Lily's Salon
2018.10 - 2022.04
- Maintained client waiting area, ensuring that it was kept clean at all times.
- Scheduled appointments by phone, email and in person and recommended additional services.
- Facilitated smooth transitions between appointments by coordinating stylist availability and managing wait times effectively.
- Resolved client concerns professionally and promptly, fostering positive relationships and repeat business.
- Managed inventory levels for salon products, ensuring adequate stock to meet client needs.
- Provided exceptional support to both stylists and clients alike during high-volume periods such as holidays or special events.
- Greeted patrons upon arrival at salon, offering prompt, courteous service.
- Maintained accurate financial records, facilitating smooth daily operations and timely reporting.
- Assisted stylists with client consultations, ensuring a clear understanding of desired services and outcomes.
- Trained new employees in salon procedures, contributing to a cohesive and efficient team environment.
- Enhanced customer satisfaction with prompt and courteous service at the front desk.
- Improved salon efficiency by streamlining appointment scheduling and client management processes.
- Organised special events such as bridal parties or charitable fundraisers, promoting the salon's offerings while giving back to the community.
- Handled all payments and refunds, making sure that charges and correct tax were applied.
Conference & Corporate Sales Manager
Rydges Hotel
2013.04 - 2015.12
- Organised successful corporate events to increase brand awareness and generate new leads.
- Delivered engaging sales presentations to new clients, explaining technical information in simplified language to promote features and increase client base.
- Analyzed market trends to identify new business opportunities for company expansion.
- Created detailed reports on sales performance metrics, highlighting areas requiring attention or action from senior management.
- Closed lucrative sales deals using strong negotiation and persuasion skills.
- Increased corporate sales by developing and implementing effective sales strategies.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Organised promotional events and interacted with community to increase sales volume.
- Managed budgets and negotiated contracts with vendors, ensuring cost-effective event execution.
- Streamlined event planning processes by implementing efficient project management strategies.
- Liaised with clients to determine exact event requirements.
Reservation Supervisor
Holiday Inn Sydney Airport
2012.06 - 2013.04
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Resolved various issues and discrepancies for customers.
- Handled billing information over phone.
- Coordinated group bookings for corporate clients or special events by liaising with sales representatives or event planners effectively throughout the process.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Worked closely with front desk to achieve full occupancy of property.
Guest Service Officer
Rydges Hotel
2011.06 - 2012.06
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Enhanced guest satisfaction by providing exceptional customer service and promptly addressing concerns.
- Delivered messages, mail and packages left for guests to hotel rooms.
- Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
- Supported sales efforts by proactively upselling room types, packages, and additional services during the reservation process.
- Built strong relationships with repeat guests, recognizing their preferences and anticipating their needs upon arrival.
- Collaborated with housekeeping staff to ensure timely room availability and cleanliness.
- Ran reports detailing daily guest numbers, accounting expenses, and income and room service usage.
- Managed concierge services, making arrangements for dining, entertainment, and travel as requested by guests.
Education
Certificate III - Hairdressing
TAFE
Sydney, NSW06.2007
Certificate II - Hospitality Administration And Management
TAFE
Sydney, NSW12.2005
Certificate II - Retail Operations
TAFE
Sydney, NSW12.2005
Skills
- Customer Service
- Customer interaction
- Exceptional organisation
- Team Management
- Product and service knowledge
- Appointment Scheduling
- Proficient in MS Office Suite
- Positive can do attitude
- Telephone Etiquette
- Building rapport
References
Available upon request.
Timeline
Salon Coordinator
Locks & Lily's Salon
2018.10 - 2022.04
Conference & Corporate Sales Manager
Rydges Hotel
2013.04 - 2015.12
Reservation Supervisor
Holiday Inn Sydney Airport
2012.06 - 2013.04
Guest Service Officer
Rydges Hotel
2011.06 - 2012.06
Certificate III - Hairdressing
TAFE
Certificate II - Hospitality Administration And Management
TAFE
Certificate II - Retail Operations
TAFE
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