Billie-Jo Hughes
Oxenford
Summary
Experienced with managing reservation systems, leading teams, and ensuring customer satisfaction. Utilizes strong communication and problem-solving skills to streamline booking processes and address guest concerns. Track record of fostering team collaboration and operational efficiency.
Overview
17
17
years of professional experience
Work History
Reservations Supervisor
Roamfree Hotels ( Q1 Resort & Spa/Rhapsody Resort )
01.2022 - Current
- Supervised daily operations of reservations team to ensure efficient handling of customer inquiries.
- Developed training materials and conducted sessions to enhance staff knowledge on reservation systems.
- Optimized scheduling processes, resulting in improved response times for customer requests.
- Analyzed reservation data to identify trends and recommend adjustments for peak periods.
- Collaborated with sales and marketing teams to align strategies for special promotions and packages.
- Implemented quality control measures to ensure accuracy in booking confirmations and communications.
- Resolved complex customer issues by providing tailored solutions, enhancing overall guest satisfaction.
- Led initiatives to streamline workflows, reducing errors in the reservation process significantly.
- Boosted team morale through consistent recognition of top performers'' achievements.
- Handled billing information over phone.
- Provided customers with information about availability and pricing.
- Resolved various issues and discrepancies for customers.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Maintained awareness of types of rooms available in different resort locations.
- Improved productivity of customer service team by leading training initiatives and revamping schedules.
- Negotiated more favorable rates and delivery times with vendors.
- Coordinated with other departments to provide smooth execution of sales initiatives.
FRONT OFFICE SUPERVISOR
MERMAID WATERS HOTEL
01.2019 - 01.2022
- Completed all point of sale opening and closing procedures, including counting the contents of the cash register.
- Resolved all guest complaints in a professional manner while prioritizing customer satisfaction.
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
- Managed office inventory by restocking supplies and placing purchase orders to obtain ample stock.
- Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
- Collected deposits, fees and payments, processed all financial data and gave receipts and change to customers.
- Prepared correspondence, forms, reports, calendars and other documents.
- Booking Guest Reservations Using RMS booking system.
- Online Bookings
- Updating Social Media Sites
- Directing of liaising with Housekeeping and Maintenance
- End of Day Cash Reconciliation
- Following up petty cash and petty cash receipts from staff members
- Debtors ledgers
- Assisted functions, bistro & bar
- Liaised with Inbound tour group
- Assisted with staff training
FRONT OFFICE SUPERVISOR
TALLEBUDGERA CREEK TOURIST PARK
01.2017 - 01.2019
- Troubleshot online computer systems for front office staff.
- Created and updated manual for service excellence and front office staff.
- Provided backup to the front desk, stepping in to assist with various tasks whenever an employee was absent or at lunch.
- Monitored front areas so that any questions could be responded to quickly and effectively.
- Oversaw daily office operations of 8 employees.
- Performed diverse office assistance functions as required.
- Managed daily office operations, including client account, supply, inventory and records management.
- Distributed incoming mail throughout the office.
- Assisted Management with interviewing potential employees, asking appropriate questions and providing feedback after interviews.
- Trained team members on new hotel services and products to support promotional efforts.
- Supported business goals and improved productivity through Chart Maximizing.
- Maintained a clean, orderly and welcoming reception area.
- Maintained professionalism and respectfulness while greeting and welcoming visitors, vendors and the public to the facility.
- Answered incoming phone calls, responded to phone calls and in-person requests, handled internal communications and greeted visitors in the reception area.
- Resolved customer issues quickly and effectively to increase customer satisfaction ratings.
- Booking Reservations Using Rms Booking System.
- Kiosk Stocktake and Ordering.
- Updating Social Media sites daily
- Rosters.
- End of week cash and Eftpos reconciliation
- Responding to all company reviews e.g. TripAdvisor, google, Facebook.
- Proficient in Time Management and multi tasking
PARK MANAGER
THE LAKES HOLIDAY PARK
01.2014 - 01.2017
- Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
- Monitored front areas so that any questions could be responded to quickly and effectively.
- Managed office operations including communications, mail distribution, supply ordering and inventory control.
- Oversaw daily office operations for staff of 7 employees.
- Scheduled office meetings.
- Trained team members on new hotel services and products to support promotional efforts.
- Resolved customer issues quickly and effectively to increase customer satisfaction ratings.
- Oversaw work orders, customer follow-ups and marketing campaigns to increase operational productivity.
- Rosters.
- Nightly Audit Reports
- Liaising with company owners.
- Assisting Guests with caravans onsite
- Following up petty cash and petty cash receipts from employees
- Obtaining large number of quotes sub contactors
- Booking Guest Reservations using RMS booking system
ASSISTANT PARK MANAGER
MAGNETIC GATEWAY HOLIDAY VILLAGE
01.2010 - 01.2014
- Completed all point of sale opening and closing procedures, including counting the contents of the cash register.
- Resolved all guest complaints in a professional manner while prioritizing customer satisfaction.
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
- Managed office inventory by restocking supplies and placing purchase orders to obtain ample stock.
- Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
- Collected deposits, fees and payments, processed all financial data and gave receipts and change to customers.
- Prepared correspondence, forms, reports, calendars and other documents.
- Booking Guest Reservations Using RMS booking system.
- Online Bookings
- Updating Social Media Sites and Park Advertisement
- Directing of liaising with Housekeeping and Maintenance
- End of Day Cash Reconciliation
- Following up petty cash and petty cash receipts from staff members
- Debtors ledgers
THERAPY ASSISTANT
QUEENSLAND HEALTH
01.2009 - 01.2010
- Provided case management services, counselling, education and life-skills training to diverse, at-risk clients
- Documented patient information obtained information provided
- Provided case management services, counselling, education and life-skills training to diverse, at-risk clients
- Ensured efficacy of treatments through monitoring and discussions with clients
- Data Entry Duties
- Placing stock orders for needle and syringes
- Surveying clients drug of choice to monitor drug use in the area.
- Assisting clients with drug addictions
Education
Year 10 Certificate -
St Margaret Mary's College
01.2001
Skills
- Multi-tasking
- Proficient Time Management
- Leadership Skills
- Detail oriented
- Teamwork
- Effective communication
- Staff training and development
- Customer retention strategies
- Reservation software proficiency
- CRM systems expertise
- Telephone reservations
- Customer engagement
- Phone etiquette
- Telephone reception
- Reservation software
- Call control
- Schedule maintenance
- Upselling proficiency
- Sales
- Production leadership
- Travel reservations
- Attention to detail
- Time management
- Problem-solving
- Teamwork and collaboration
- Problem-solving abilities
Timeline
Reservations Supervisor
Roamfree Hotels ( Q1 Resort & Spa/Rhapsody Resort )
01.2022 - Current
FRONT OFFICE SUPERVISOR
MERMAID WATERS HOTEL
01.2019 - 01.2022
FRONT OFFICE SUPERVISOR
TALLEBUDGERA CREEK TOURIST PARK
01.2017 - 01.2019
PARK MANAGER
THE LAKES HOLIDAY PARK
01.2014 - 01.2017
ASSISTANT PARK MANAGER
MAGNETIC GATEWAY HOLIDAY VILLAGE
01.2010 - 01.2014
THERAPY ASSISTANT
QUEENSLAND HEALTH
01.2009 - 01.2010
Year 10 Certificate -
St Margaret Mary's College
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