Donna Roberts
1046 Freemantle Road Billywillinga,NSW
Overview
24
24
years of professional experience
Work History
Guest Services Receptionist
The Panorama Motel
Bathurst, NSW
01.2022 - Current
- Kept records of room availability and guest accounts, manually or using computers.
- Maintained an up-to-date knowledge of hotel products, features, pricing plans, discounts, and special offers.
- Greeted, registered and assigned rooms to hotel or motel guests.
- Assisted with various administrative tasks associated with running a front desk operation.
- Checked guests in and out of their rooms according to established procedures.
- Responded to customer inquiries and complaints in a timely manner.
- Performed general clerical duties such as filing documents, photocopying, scanning documents into computer systems.
- Greeted guests upon arrival and provided them with information about the hotel services.
- Prepared welcome packets including key cards for each arriving guest.
- Input and confirmed reservations for guests.
- Maintained accurate records of all transactions related to guest check-ins and checkouts.
- Provided directions to guests needing assistance navigating around the city.
- Cleaned and maintained lobby and common areas by restocking supplies and watering plants.
- Answered incoming calls from customers seeking assistance or information regarding hotel amenities.
- Performed bookkeeping activities to balance accounts and conduct nightly audits.
- Processed payments for guest's room charges and incidentals using a point-of-sale system.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Managed daily operations such as preparing reports and tracking inventory levels of supplies used in the office area.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Guest Services Receptionist
The Heritage Inn
Bathurst, NSW
11.2020 - 11.2022
- Kept records of room availability and guest accounts, manually or using computers.
- Greeted, registered and assigned rooms to hotel or motel guests.
- Assisted with various administrative tasks associated with running a front desk operation.
- Posted incidental charges to ledgers, manually or by using computers.
- Greeted guests upon arrival and provided them with information about the hotel services.
- Ensured compliance with safety regulations related to guest services receptionist duties.
- Prepared welcome packets including key cards for each arriving guest.
- Transmitted and received messages using telephones or telephone switchboards.
- Prepared basic food service by setting up continental breakfast or coffee and tea supplies.
- Input and confirmed reservations for guests.
- Maintained accurate records of all transactions related to guest check-ins and checkouts.
- Answered guest inquiries, recommending shopping, dining or entertainment.
- Monitored security cameras throughout the lobby area during business hours.
- Cleaned and maintained lobby and common areas by restocking supplies and watering plants.
- Performed bookkeeping activities to balance accounts and conduct nightly audits.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Updated guest profiles in the reservation system as needed.
- Assisted guests at check-in, providing information on various services within hotel.
- Computed bills, collected payments and made change for guests.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
- Managed daily operations such as preparing reports and tracking inventory levels of supplies used in the office area.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked effectively in team environments to make the workplace more productive.
- Managed household errands and other essential duties.
- Completed day-to-day duties accurately and efficiently.
- Performed general clerical duties such as filing documents, photocopying, scanning documents into computer systems.
Sales Supervisor
Daquinos Bottle Shop
Orange, NSW
03.2019 - 11.2020
- Organized shelves and displays to maintain an orderly appearance of the store.
- Maintained current knowledge of store promotions to highlight sales to customers.
- Balanced daily financial transactions using appropriate methods according to established procedures.
- Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
- Followed proper security procedures when handling large sums of money and safeguarded against theft and fraud.
- Informed customers about current promotions such as discounts on certain products or services offered by the store.
- Received payment by cash, check, credit cards, vouchers or automatic debits.
- Maintained work area and kept cash drawer organized.
- Assisted with pricing merchandise for sale in store.
- Operated scanners, scales, calculators and cash registers accurately while processing customer orders quickly.
- Offered customers carry-out service at completion of transaction.
- Performed opening and closing procedures including counting cash drawers and preparing deposits.
- Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system.
- Counted money in cash drawers at the beginning of shifts to ensure that amounts are correct and there is adequate change.
- Greeted customers and provided assistance in locating items.
- Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
- Collaborated with team members to meet sales targets and improve customer satisfaction.
- Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks.
- Processed customer transactions accurately and efficiently.
- Adhered to safety regulations when handling sharp objects such as knives or scissors.
- Stocked shelves with incoming goods from delivery trucks as needed.
- Checked personal identifications during alcohol and tobacco sales.
- Verified customer age requirement for alcohol or tobacco purchases.
- Inventoried stock and placed new orders to maintain supplies for expected demand.
- Answered phone calls to assist customers with questions and orders.
- Promoted store cleanliness by keeping track of trash can levels and emptying when full.
- Maintained financial records by counting cash and recording tips at end of shift.
- Ensured compliance with all applicable laws related to selling age-restricted items such as tobacco or alcohol.
- Issued receipts, refunds, credits or change due to customers.
- Interacted politely with customers to promote quality service during checkout.
- Kept check-out areas clean, organized and well-stocked to maintain attractive store.
- Swept and mopped front end during shifts to maintain professional appearance.
- Greeted customers promptly and responded to questions.
- Counted and balanced cashier drawers.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Updated and maintained databases with current information.
- Identified needs of customers promptly and efficiently.
- Identified appropriate solutions to minimize issues and quickly solve problems.
- Planned and directed floor merchandising and display building to keep stock presentable and engaging to customers.
- Delegated work to staff, setting priorities and goals.
- Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.
- Collaborated with management and executives and made strategy recommendations based on insights into sales operations.
- Supported team members by assisting in upselling products and services and closing sales with customers.
- Managed inventory levels at store locations according to corporate guidelines.
- Intervened in difficult customer situations to resolve issues quickly and efficiently.
- Conducted market research and reported on competitors.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Processed cash, credit and check transactions with POS system and cash register.
- Managed household errands and other essential duties.
Guest Services Supervisor
Zig Zag Motel
Lithgow, NSW
02.2012 - 03.2019
- Posted appropriate room charges to collect balances due from customers.
- Maintained accurate records of visitor data including contact details, room assignments, payment information.
- Facilitated communication between guest services team and other hotel departments for smooth operation.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Oversaw reservations received from direct calls and provided room availability information to hotel reservation websites.
- Ran daily room reports for updates and maintained contact with housekeeping on room status.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Collected accommodation payments and recorded data pertaining to funds and expenditures.
- Gave clear directions to local museums, restaurants and places of interest to patrons.
- Handled escalated customer complaints and disputes professionally and within company guidelines.
- Adhered strictly to organizational policies and procedures when dealing with customers' queries and complaints.
- Trained and supervised guest services team members on hotel policies, procedures, and guest interaction standards.
- Ensured compliance with all hotel policies, standards, and regulations related to guest services.
- Assisted customers by providing hotel information and resolving common complaints.
- Interacted with guests on a daily basis providing friendly service while addressing their needs efficiently.
- Collaborated with the management team to develop and implement guest service policies and procedures.
- Managed the front desk operations by overseeing check-ins and check-outs, cash handling procedures.
- Provided training on hospitality software systems and tools used within the guest services department.
- Monitored inventory of front desk supplies and placed orders as necessary to ensure availability.
- Assisted guests with any special requests such as extra pillows or late check-outs.
- Transmitted and received messages using telephones or telephone switchboards.
- Gave accurate directions to hotel and local attractions in-person and via telephone.
- Inspected and documented repairs and improvements to hotel, verifying cleanliness and overall appeal of property.
- Issued room keys and escort instructions to bellhops.
- Developed and maintained positive relationships with guests to encourage repeat business and positive online reviews.
- Managed individual and group booking and reservation functions to gain maximum occupancy figures, improving revenue growth, and increasing market share.
- Ensured smooth operations of guest services by supervising staff, responding to inquiries, and resolving issues.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Explained how TV remote, heating/cooling, WiFi access and locks worked to hotel guests.
- Participated in weekly management meetings to report on department performance and discuss strategies.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Managed guest check-in and check-out processes, ensuring efficiency and accuracy.
- Responded promptly to emails and phone calls from customers seeking assistance or information about hotel services.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Prepared reports related to occupancy rates, revenue generated from guest services.
- Input and confirmed reservations for guests.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
PA to Workshop Manager
Zig Zag Railway
Lithgow, NSW
01.2001 - 12.2012
- Cooperated with other departments in order to achieve organizational objectives.
- Acted as consultant to community programs by interpreting regulations and policies.
- Maintained records of all activities related to the operation of the workshop.
- Ensured compliance with government regulations and standards.
- Established policies and procedures that ensured safe working conditions in the shop.
- Handled administrative procedures to meet objectives set by boards of directors or senior management.
- Implemented and evaluated staff, volunteer or training programs.
- Coordinated maintenance and repair actions to keep equipment and systems running at peak performance.
- Reviewed and approved job orders, estimates, and invoices.
- Resolved customer complaints regarding product quality or service rendered by the workshop staff.
- Spoke to community groups to explain and interpret purposes, programs, and policies.
- Provided technical support to workshop personnel.
- Developed and implemented safety protocols for the workshop.
- Managed inventory and supplies to ensure materials were available when needed.
- Updated and maintained databases with current information.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Education
High School Diploma -
Lithgow High School
Lithgow, NSW12-1983
Skills
- Guest relations
- Payment processing
- Hospitality software
- Record keeping
- Customer service
- Conflict resolution
- Effective communication
- Operational compliance
- Staff training
- Problem solving
- Implementing policies
- Customer service standards
- Check-out procedures
- Payment collecting
- Booking systems
- Front office support
- Accounts payable and receivable
References
- Cindy Hotham 0410 022 302 Panorama Bathurst
- Fay Vandermeer 0400 322 384 Zig Zag Railway
- Jo Koleda 0418 964 648 Zig Zag Motel
- Katrina Harding 0431 749 793 The Heritage Inn
- Nikki Daquino 0409 963 560 Daquinos Orange
- Debra McManus personal reference 0401 037 037
Timeline
Guest Services Receptionist
The Panorama Motel
01.2022 - Current
Guest Services Receptionist
The Heritage Inn
11.2020 - 11.2022
Sales Supervisor
Daquinos Bottle Shop
03.2019 - 11.2020
Guest Services Supervisor
Zig Zag Motel
02.2012 - 03.2019
PA to Workshop Manager
Zig Zag Railway
01.2001 - 12.2012
High School Diploma -
Lithgow High School