Charlotte Phillips

- Provided excellent customer service to patrons both regulars and tourists while demonstrating sound knowledge of beers, wines and spirits.

- Responsible for independently opening and closing the pub, deep cleaning the bar, changing kegs and stock rotation.

- Kitchen duties included making pizzas, toasties and short order meals, preparing salads and vegetables, using the fryer, plating food and general cleaning of the kitchen

- Cleaning guest rooms with precise attention to detail, making beds and managing in-house laundry

- Oversaw fast-paced front desk operations and guests' needs at busy city centre hostel that caters to over 200 guests per night.

- Used GuestCentrix software to manage reservations and payments to ensure daily smooth running of the hostel

- Assisted when required with odd jobs including housekeeping, laundry, preparing short order food and coffee in the cafe & and general upkeep of the hostel.

- Managed the functions and events for a region of Cosy Club restaurant bars (part of the Loungers plc group) from enquiry to completion

- Exceeded Christmas revenue targets two years in a row and consistently achieved both individual and team KPI targets

- Received excellent feedback from clients post-event

- Supervised a team of 'wavemakers' at a newly opened inland surfing destination. Included creating new processes to efficiently manage daily tasks, keeping on top of the team roaster and training new staff.
- Provided a high standard of customer service throughout the entire customer journey by ensuring all guest questions and problems are addressed and resolved effectively.

- Checked-in and checked-out guests provided local information and ensured a high quality of customer service

- Kept aware and up to date about all tours that could be booked via YHA both in Airlie Beach and The Whitsundays, along the East Coast and beyond. Able to be informative and helpful while successfully making sales

- Supervised a team of receptionists including training, dealing with complex enquiries,

handling complaints and overseeing shift, handover & cash up
- Oversaw large corporate and leisure bookings and provided top quality standard service to VIP bookings

- Completed check ins and check-out processes at a 4-star luxury hotel using Opera software, working closely with the housekeeping team to ensure room turnovers were completed efficiently
- Provided excellent customer service and built comfortable rapport with regular guests via telephone, email and in person