Carolyn Newman
Knockrow,NSW
Summary
Welcoming Receptionist with 18 years of experience in Hospitality and School settings assisting guests and students. Positive and upbeat attitude while greeting and interacting with guests, answering calls, emails, making reservations and optimizing the guests stay. Accurate when entering information in Newbooks, maintaining bookings, guest information, daily and weekly reports and assisting Management and training new staff members.
Overview
35
35
years of professional experience
Work History
Receptionist / Second in Charge
First Sun Holiday Park
12.2016 - 06.2023
- Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Answered constant flow of customer calls with minimal wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Handled customer inquiries, completed reservations, made amendments and sent out comfirmation correspondence. Processed deposits, balances and followed upon outstanding payments.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Improved customer satisfaction by implementing efficient front desk procedures and streamlining check-in/check-out processes.
- Enhanced team communication by conducting regular staff meetings and providing constructive feedback to colleagues.
- Increased revenue through upselling hotel services and amenities, promoting special offers, and encouraging repeat bookings.
- Managed guest complaints effectively, resolving issues promptly and professionally to ensure positive experiences for all clients.
- Optimized room occupancy rates by closely monitoring reservations and coordinating with housekeeping to ensure timely room availability.
- Assisted in the hiring, training, and mentoring of new staff members, fostering a collaborative work environment focused on excellent customer service.
- Maintained accurate records of guest information, billing details, and reservation data using hotel management software systems.
- Collaborated with other department managers to create seamless guest experiences across all hotel services.
- Coordinated group bookings efficiently, working closely with event planners to tailor packages that met client-specific requirements.
- Demonstrated adaptability during peak seasons or staffing shortages by stepping into various roles as needed to maintain smooth operations at the front desk.
- Fostered a welcoming atmosphere for guests upon arrival by maintaining a clean reception area and ensuring prompt assistance from staff members when needed.
- Reduced wait times for guests during check-in/out processes by implementing a more efficient system for handling paperwork, keys, and other essential items.
- Provided support to colleagues during challenging situations by offering assistance, guidance, and encouragement as needed.
- Created reports, presentations and other materials for executive staff.
- Identified opportunities to streamline processes and improve office operations and efficiency.
Receptionist, Librarian, Bush Regenerator
Shearwater Steiner School
02.2005 - 11.2019
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
- Enhanced library user experience by providing efficient assistance in locating and accessing materials.
- Supported librarians in maintaining an organized, up-to-date collection through meticulous cataloging and shelving tasks.
- Contributed to a welcoming library environment by promptly addressing patron inquiries and concerns.
- Collaborated with fellow staff members to develop engaging library programming and events for diverse audiences.
- Organized library shelves, materials and equipment in clear, alphabetized order.
- Helped children select appropriate reading level library books
- Handled check-in and check-out process of library books and materials at circulation desk.
- Researched and identified appropriate plants and materials for landscaping projects.
- Performed planting, watering, mulching, and edging of lawns.
- Collaborated with fellow gardeners for efficient task completion, fostering a positive work environment.
Clerical Administrator, Receptionist
Robinson Drilling Company
11.1988 - 08.1991
- Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
- Maintained a well-organized filing system for easy document retrieval and improved office workflow.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Managed filing system, entered data and completed other clerical tasks.
Education
Graduate Certificate - Secretarial Studies, Office Admin, Accounting
Kalgoorlie College
Kalgoorlie, WA12.1983
University Entrance -
Lytton High School
Gisborne New Zealand12.1980
Skills
- Guest Relations
- Staff Training and Development
- Data entry proficiency
- Multitasking Abilities
- Professionalism
- Effective Communication
- Reliability
- Data Entry
- Problem-solving aptitude
- Bookkeeping
- Organizational Skills
- Records and Database Management
- Quickbooks
Cycling, Hiking
Enjoy multi day mountain biking, cyling and multi hikes and walks.
Timeline
Receptionist / Second in Charge
First Sun Holiday Park
12.2016 - 06.2023
Receptionist, Librarian, Bush Regenerator
Shearwater Steiner School
02.2005 - 11.2019
Clerical Administrator, Receptionist
Robinson Drilling Company
11.1988 - 08.1991
Graduate Certificate - Secretarial Studies, Office Admin, Accounting
Kalgoorlie College
University Entrance -
Lytton High School
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