Caroline Deniseh
Kallangur,Australia
Summary
Dynamic and resourceful professional with extensive experience in hospitality and customer service, notably with Virgin Australia Airlines. Excelled in guest service and assistance, leveraging skills in Microsoft Office and Sabre to enhance operational efficiency. Proven track record in fostering team collaboration and achieving high satisfaction rates, demonstrating reliability and a keen ability to manage multiple tasks effectively.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Guest Service Agent
Virgin Australia Airlines
Brisbane Airport, QLD
11.2022 - Current
- Verified passenger documentation such as tickets, passports, and visas before they boarded a plane.
- Communicated with pilots regarding flight plans and other details prior to take-off.
- Responded quickly and efficiently to any emergencies that may arise during a flight.
- Provided exceptional service while adhering to safety and operational procedures.
- Maintained communication between ground crew and cockpit via radio transmissions.
- Kept close eye on passengers and met all needs with care to promote satisfaction and repeat business.
- Greeted passengers and offered assistance and engagement to put all travellers' at ease.
- Operation of international and domestic aerobridges.
Reception
GEORGE WILLIAMS HOTEL BRISBANE
Brisbane CBD, QLD
12.2020 - 11.2022
- Company Overview: YMCA
- Reconciling end of month bookings
- Manage current and all future guest reservations
- Greet and assist guests with all check-ins and checkouts along with any enquiries
- Ensured reception area was kept neat and organized at all times.
- Maintained clean and tidy appearance in reception, waiting areas and hallways.
- Create reservation and ensure attention to details
- Reply to emails and answer telephone calls following company procedures
- Settling guests’ payments to Account Receivable / creating invoices
- Front desk training of new staffs
- End of Shift banking
- Greeted visitors professionally at the reception area or conference room.
Reception
NOMADS WORLD HOTEL
01.2017 - 01.2020
- Company Overview: TOURISM ADVENTURE GROUP
- Making reservations and charging guests
- Checking-In and checking out guests
- Assigning rooms while having attention to all details and requirements
- Sending invoices to Agents and Online Travel Agency bookings
- Answering calls in a professional manner
- Replying to customer emails
- Suggesting sites and tours for guests
- Ensuring all requirements are met
- End of Shift Banking
- Housekeeping
- Guest Attendant
- Changing beds and linens
- Wiping mirrors
- Mopping/sweeping and vacuuming
- Kitchen hand
- Cleaning bathroom (morning and afternoon)
- Bartending
- Setting and clearing tables
- Taking customer orders
- Serving alcohol (beer pouring, spirit mixing, cocktails)
- Food running
- Washing and polishing glasses
- Taking group reservations
- Opening and closing the bar
- End of Day Banking
- Call Centre
- Answering calls for all Nomads and Base properties
- Making and confirming bookings
- Checking and responding to emails following company procedures
- End of Day Report
- Group Reservation Specialist
- Internship Specialist
- TOURISM ADVENTURE GROUP
ZIGGABALIS ITALIAN RESTAURANT
01.2017 - 12.2017
- Company Overview: STRATHPINE
- Take restaurant reservations and customer service
- Set and clear tables
- Coffee making and operation of coffee machine
- Bar service and bar operation
- Waitressing of customers for food and drinks
- Food preparation and washing of dishes
- Restaurant closing and pack down
- STRATHPINE
BURGER EDGE
01.2016 - 12.2017
- Company Overview: QUEENS PLAZA
- Customer service
- Cash registration
- Food and Environment hygiene
- Food preparation
- QUEENS PLAZA
retail assistant
mum’s at aspley bakery
01.2014 - 12.2016
- Company Overview: aspley
- Point of sales & end of day reconciliations
- Equipment maintenance & cleanliness to food hygiene standards
- Food preparation, baking of breads & pies etc
- Cake decorating & icing
- Stock control
- Aspley
volunteer
endeavour foundation
01.2014 - 12.2014
- Company Overview: geebung
- Supporting disabled clients towards unassisted living
- Event co-ordination & social activities
- Supervision of difficult clients
- Geebung
volunteer
asthma foundation
01.2012 - 12.2013
- Company Overview: zillmere
- Customer service
- Sorting & displaying second hand clothing items
- Pricing & tagging
- Zillmere
Education
Bachelor of Psychological Science / Bachelor of Criminology And Criminal Justice -
Griffith University
QLD07-2027
Cert IV & Diploma in Crime & Justice Studies -
TAFE Qld
01.2020
Cert III in Hospitality -
Jubilee Hotel
01.2017
Cert II in Hospitality -
Aspley State High School
01.2015
Year 12 -
Aspley State High School
01.2015
Skills
- Customer service excellence
- Meal Preparation
- Barista experience
- Workplace OH&S practices
- Following procedures
- Self-Motivated Task Management
- Effective Team Collaboration
- Reliability
- Resourcefulness
- Efficiency
- Hospitality services
- Listening skills
- VIP guest services
- Guest service and assistance
- Check-in and Check-out procedures
- Guest inquiry resolution, liaison
- Proficient in Microsoft Words, Excel, Powerpoint, Sabre
- Administrative skills
References
- Alison Boyd, Manager, Nomads Hostel Brisbane, 0478 955 247
- Dougie Tafili, Manager, Base Uptown Brisbane, 0449 734 195
- Alex Harper, Operations Support Manager, Tourism Adventure Group, 0432 260 221
- Pauline Armstrong, Manager, Designer Life, 0402 009 100
Licensesandtickets
- Responsible Service of Alcohol QLD
- Responsible Service of Gambling QLD
- First Aid Certificate
- CPR Certificate
Certification
- First Aid Certificate
- CPR Certificate
- Responsible Service of Alcohol Qld
Languages
Acholi
Professional
English
Professional
References
References available upon request.
Timeline
Guest Service Agent
Virgin Australia Airlines
11.2022 - Current
Reception
GEORGE WILLIAMS HOTEL BRISBANE
12.2020 - 11.2022
Reception
NOMADS WORLD HOTEL
01.2017 - 01.2020
ZIGGABALIS ITALIAN RESTAURANT
01.2017 - 12.2017
BURGER EDGE
01.2016 - 12.2017
retail assistant
mum’s at aspley bakery
01.2014 - 12.2016
volunteer
endeavour foundation
01.2014 - 12.2014
volunteer
asthma foundation
01.2012 - 12.2013
Bachelor of Psychological Science / Bachelor of Criminology And Criminal Justice -
Griffith University
Cert IV & Diploma in Crime & Justice Studies -
TAFE Qld
Cert III in Hospitality -
Jubilee Hotel
Cert II in Hospitality -
Aspley State High School
Year 12 -
Aspley State High School
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