Summary
Overview
Work History
Education
Skills
Timeline
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Chantal Jensen

Lovedale

Summary

Originally from Canada, I moved to Australia in late

2016 to further my career and professional development, soon finding my niche in hotels and a genuine passion for the travel and hospitality industry. I have had the opportunity to move around Australia, working along side some incredible mentors in Australia's leading hotel brands. In 2024 I received the opportunity to learn a new skill and a new product with Novated leasing in their customer service sector. Always hungry for more, i have watched the many avenues this industry has to offer and set my sights on sales. I am experienced with client relationship management, delivering tailored solutions to meet customer needs and utilizing negotiation skills to close deals effectively. Additionally I have a track record of excellent customer service and maintaining high client satisfaction.

Overview

9
9
years of professional experience

Work History

Customer Service Officer

Novated Lease Australia
08.2024 - Current
  • Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
  • Maintained company SLA's for both phone and email queries.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Strived for a high level of product knowledge to effectively assist customers with accurate information and recommendations.
  • Exceeded customer expectations by going the extra mile, ensuring we surprise & delight.
  • Providing customers with amended quotes based on their personal use of their leased car if not matching the original VPS

Hotel Manager

Caves Beach Bar & Bungalows
11.2023 - 06.2024
  • -Oversee daily operation of18 bungalows and31 townhouses, villas and a Beach house
  • -Developed and maintained relationships with vendors, negotiated contracts, and ensured high-quality service delivery to hotel guests
  • -Daily three-way reconciliation report, ensuring the bank balance, book balance and client trust ledger all match
  • -Coordinating the affairs of lot owners
  • -Collecting and banking levies
  • -Arranging Property Maintenance
  • -Liaison between key stakeholders such as Hotel/Pub owners, individual lot owners and community association
  • -Revenue management
  • -Management of guest relations and reviews
  • -Management of Hotel reception, housekeeping and maintenance including recruitment, training, and scheduling
  • -End of month reporting for trust accounts
  • -Assisting in creating and sticking to yearly budget

Front Office Manager

Swissotel Sydney (5 Star Hotel-369 Rooms)
02.2023 - 08.2023
  • -Complete all Front Office duties with proficiency and accuracy, with excellent attention to detail, whilst delivering a high quality of guest experience
  • -Developed new AM/PM checklists, ensuring a high-level of attention to detail and follow-up where necessary
  • -Oversea a department of up to40 staff, including GSA's concierge and Swiss Service representatives
  • -Completed weekly forecasts to ensure wage cost efficiencies throughout Rooms Division
  • -Driving annual Room Division payroll of21%, including on-costs
  • -Driving cost efficiencies to achieve overall Rooms Profit result of69.2%
  • -Driving yield and revenue strategies with the Revenue & Yield Manager during the weekly meetings, including driving groups, corporate and leisure market segments


Front Office Manager

Doubletree by Hilton (4 Star -237 Rooms)
02.2022 - 02.2023
  • -Executing weekly rosters for a Front Office team of15 including Assistant Managers, GSA's and Concierge departments
  • -Demonstrated and executed weekly forecasts, including occupancy, ARR and rooms revenue against wage cost and budget figures
  • -Driving annual Front Office wage cost of6.6%, assisting in the overall Rooms Profit result of69.7%
  • -Excellent knowledge of occupancy, average rate, REVPAR and the impact of each metric
  • -Good understanding of market segments, to drive average rate and minimize commission expenses
  • -Development and implemented Front Office incentives, driving incremental revenue through Rooms and Food & Beverage
  • -Solely responsible for the recruitment and performance management for all Front Office personnel
  • -Maintaining strong relationship with contracted Housekeeping, to ensure they feel a part of the hotel team

Crystalbrook Flynn (5-Star Hotel -311 Rooms - Pre Opening Team)
03.2020 - 02.2022

Pullman Reef Hotel Casino (5-Star Hotel -128 Rooms)
05.2018 - 03.2020

Inside Sales Representative

Distribution Now
09.2015 - 10.2016
  • Answered customers' questions regarding products, prices, and availability.
  • Increased sales revenue by building strong relationships with clients and providing competitive pricing, knowledge and service.
  • Collaborated with outside sales representatives, marketing and other departments to generate leads and close sales.
  • Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.

Education

High School -

Bev Facey Public High School
Sherwood Park, Alberta
06.2009

Skills

  • Microsoft Office Suite
  • Opera PMS
  • Catch-E
  • CRM
  • Formal and Informal communication skills
  • Report writing
  • Understanding of Rooms P&L Reports
  • Proficient at driving cost initiatives
  • Experience in up selling incentives
  • Onboarding and mentoring of new employees

Timeline

Customer Service Officer

Novated Lease Australia
08.2024 - Current

Hotel Manager

Caves Beach Bar & Bungalows
11.2023 - 06.2024

Front Office Manager

Swissotel Sydney (5 Star Hotel-369 Rooms)
02.2023 - 08.2023

Front Office Manager

Doubletree by Hilton (4 Star -237 Rooms)
02.2022 - 02.2023

Crystalbrook Flynn (5-Star Hotel -311 Rooms - Pre Opening Team)
03.2020 - 02.2022

Pullman Reef Hotel Casino (5-Star Hotel -128 Rooms)
05.2018 - 03.2020

Inside Sales Representative

Distribution Now
09.2015 - 10.2016

High School -

Bev Facey Public High School

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Chantal Jensen