Angeline Mase
Auckland,AKL
Summary
I am a highly motivated employee with a desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. I am an experienced Duty Manager with substantial knowledge in hospitality, customer service and administration. Demonstrated success in managing staff, coordinating operations and liaising with diverse departments to ensure seamless operations. Strong problem-solving skills coupled with ability to handle high-pressure situations. Significant contribution towards improved guest satisfaction and operational efficiency in previous roles.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Duty Manager
Novotel & Ibis Auckland Ellerslie
Greenlane, Auckland
01.2025 - Current
- Manage employees from all departments, ensuring that high productivity and quality standards are met.
- Responsible for scheduling shifts for all staff members.
- Provided guidance and support to the team members during peak periods.
- Investigated customer feedback regarding service issues or product concerns.
- Fostered a positive and motivating work environment, leading to an increase in team morale.
- Trained new employees on company policies, job duties, and performance expectations.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Monitored employee productivity to provide constructive feedback and coaching.
- Reviewed invoices from vendors to ensure accuracy of orders placed.
- Supervised daily shift operations and ensured employee productivity.
- Coordinated with other departments within the organization to ensure smooth operations.
- Resolved customer complaints in a timely manner.
Reservation Sales Agent
Novotel & Ibis Auckland Ellerslie
Greenlane, Auckland
09.2024 - 01.2025
- Enhanced teamwork, collaborating closely with colleagues to ensure smooth operations and optimal guest experiences.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Demonstrated adaptability in learning new technologies, quickly mastering reservation software updates as needed for continued success in the role.
- Fostered customer loyalty by providing consistent follow-up after reservation completion, ensuring satisfaction and addressing any outstanding issues.
- Ensured timely responses to guest inquiries via phone, email, or online chat platforms, providing exceptional customer service throughout each interaction.
- Maximized efficiency in handling high call volume, ensuring each guest received prompt attention while maintaining accuracy in reservations.
- Developed strong product knowledge about hotel offerings, amenities, local attractions, enabling personalized recommendations based on guest preferences.
Receptionist
Novotel & Ibis Auckland Ellerslie
Greenlane, Auckland
02.2024 - 09.2024
- Performed all check-in and check-out tasks
- Managed online & phone reservations
- Managed guest payments and verified credit card data
- Responded to all client feedback and complaints in a professional manner
- Liaised with housekeeping to ensure rooms met the needs of guest’s requests
- Managed all group reservations, along with VIP customers
- Undertook any opportunity to upsell additional facilities and services when appropriate.
Receptionist
Tempe Tyres
Penrith, NSW
10.2023 - 01.2024
- Greeted customers into the tyre service centre
- Maintained guest lounge & provided all hospitality services
- Answered all incoming calls
- Tracked all work in progress, and followed-up service progress
- Supplied quotes to customers for vehicle repairs & deliveries
- Undertook day to day office operations including distributing parcels, managing contractors & suppliers
- Performed all general administrative duties as required.
Receptionist & Night Auditor
Oaks Casino Towers
Brisbane, QLD
06.2022 - 08.2023
- Performed all check-in and check-out tasks
- Managed online & phone reservations
- Managed guest payments and verified credit card data
- Responded to all client feedback and complaints in a professional manner
- Liaised with housekeeping to ensure rooms met the needs of guests requests
- Managed all group reservations, along with VIP customers
- Undertook any opportunity to upsell additional facilities and services when appropriate.
Inbound Sales Agent-Call Centre
TSA
Brisbane, QLD
01.2022 - 06.2022
- Responded to client phone calls and emails
- Researched information for clients using resources available
- Managed and resolved customer enquiries
- Provided customers with product information
- Created new customer accounts
- Updated existing customer details as part of the retention strategy
- Processed all orders and applications in CRM system.
Voice Directed Warehousing Picker
The Reject Shop (Distribution Centre)
Bundamba, QLD
08.2020 - 10.2021
- Undertook order fulfillment through voice directed order management software
- Supported accurate order distribution through attention to detail and knowledge of inventory
- Maintained best practice standards in supply chain logistics.
Retail Worker
Kmart
Jindalee, QLD
04.2016 - 08.2020
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
- Demonstrated strong communication skills when collaborating with fellow employees or assisting customers with inquiries or concerns.
- Maintained a clean and organized sales floor, enhancing the overall shopping experience for customers.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Managed returns and exchanges process smoothly, maintaining high levels of customer satisfaction even during difficult situations.
- Assisted in training new employees on store policies and procedures, contributing to a cohesive team environment.
- Participated in regular inventory counts, allowing for accurate record-keeping and better decision-making regarding merchandise ordering.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Maintained tidy and organized store environment to comply with cleanliness standards.
- Assisted customers with prompt and polite support in-person and via telephone.
Education
Queensland Certificate of Education -
Bundamba State Secondary Clge
Skills
- Customer service
- Adaptable
- Ensure customer satisfaction
- Good time management
- Task focused
- Excellent Communication
- Teamwork
- Willingness to learn
- Employee scheduling
- Team management
- Customer resolution
- Training and development
- Customer service focus
- Goal oriented
- Multitasking
Certification
- General Manager Certificate
- License Controller Qualification
Timeline
Duty Manager
Novotel & Ibis Auckland Ellerslie
01.2025 - Current
Reservation Sales Agent
Novotel & Ibis Auckland Ellerslie
09.2024 - 01.2025
Receptionist
Novotel & Ibis Auckland Ellerslie
02.2024 - 09.2024
Receptionist
Tempe Tyres
10.2023 - 01.2024
Receptionist & Night Auditor
Oaks Casino Towers
06.2022 - 08.2023
Inbound Sales Agent-Call Centre
TSA
01.2022 - 06.2022
Voice Directed Warehousing Picker
The Reject Shop (Distribution Centre)
08.2020 - 10.2021
Retail Worker
Kmart
04.2016 - 08.2020
Queensland Certificate of Education -
Bundamba State Secondary Clge
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