Denise Jones
Tweed Heads,NSW
Summary
Personable Guest Services Agent skilled in communicating with guests to provide information, resolve challenges and deliver exceptional service. Well-versed in hotel operations and guest account management illustrated over 14 years of industry experience.
Overview
20
20
years of professional experience
Work History
Guest Service Agent
Peppers Salt Resort & Spa
Kingscliff
06.2016 - Current
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Greeted guests upon arrival and offered assistance.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Answered guest inquiries and provided information regarding hotel services and amenities. information and directions to various areas of property including , pools, dinning options, tennis court, gymnasium, shopping centres & beach.
- Updated customer accounts with add-on room charges, including minibar use and room service bills.
- Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
- Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
- Collaborate with housekeeping,maintenance, reservation food and beverage team members to handle guest requirements from check-in through check-out.
- Resolve sources of dissatisfaction and implemented processes to prohibit future service obstacles.
- Maintained financial accuracy by collecting deposits, fees and payments, ensuring transaction security by verifying payment cards against guest identification.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Rental Service Officer
Europcar
Gold Coast Airport, QLD
03.2008 - 06.2016
- Addressed guest complaints and resolved issues to promote satisfaction.
- Completed sales transactions, including all accepted forms of payment balancing & banking daily takings
- Managed team of eight employees, overseeing hiring, training, and professional growth of employees.
- Oversaw daily opening & closing operations with team of four personnel, providing exceptional customer service to VIP & reservation guests also building revenue with walk up clients in a highly populated environment
- Devised, deployed and monitored processes to boost long-term business success and increase profit levels by managing internal productivity targets & creating staff incentives by maintaining car fleet ensuring upselling was an option, strengthening staff motivation.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success, liaising with car detailers, rental return officer, damage control officer & station manager.
- Entered data into greenway data system, implementing tight safeguards to secure financial and personal information.
- Learned and adapted quickly to new technology and software applications.
- Paid attention to detail while completing assignments.
- Excellent communication skills, both verbal and written.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Proven ability to learn quickly and adapt to new situations.
- Self-motivated, with a strong sense of personal responsibility.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Banquet Supervisor
Peppers Resort Salt
Kingscliff
03.2005 - 03.2008
- Set up and broke down conference and banquet rooms to meet facility standards and specifications.
- Liaised with catering department about event changes and implemented requested adjustments.
- Supervised and mentored kitchen and serving staff.
- Organized banquet storage and surrounding areas to facilitate access to products and materials.
- Managed budgeting and invoicing for both large and small-scale events.
- Liaised with venue management to monitor logistics and timelines.
- Interpreted instructions to schedule and set up events to client specifications.
- Set and oversaw weekly and special event menu plans.
- Educated employees on menu updates and procedural changes.
- Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business.
Education
High School Diploma -
Miami High School
Gold Coast12.1982
Skills
- Local Attraction Knowledge
- Hospitality Best Practices
- Guest Check-In
- Guest Services
- Guest Complaint Resolution
- Information Confidentiality
- Guest communication
- Account management
- Word processing
- Cash Handling
- Time management
- Teamwork
- Verbal and written communication
- Detail-oriented
Timeline
Guest Service Agent
Peppers Salt Resort & Spa
06.2016 - Current
Rental Service Officer
Europcar
03.2008 - 06.2016
Banquet Supervisor
Peppers Resort Salt
03.2005 - 03.2008
High School Diploma -
Miami High School
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