Dylan Mellow
Whitsundays ,Qld
Summary
Enthusiastic, customer-centric individual with a positive approach to work seeks to find a challenging customer service focused role within the hospitality industry.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Duty Manager
Daydream Island Resort & Spa
07.2023 - Current
- Mentored and supported front office staff members to apply best practices and follow procedures, particularly guest service approaches
- Responded to guests concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism
- Ensured guest satisfaction by promptly addressing and resolving guest concerns and complaints
- Assist with smooth check in and check out of guests
- Greeting guests at arrival times by greeting them at ferries, welcoming them warmly as they arrive to the island by greeting with a necklace and welcome drink
- Assisting and managing porter team by ensuring smooth operations of guest luggage handing and customer service
- Managing room inventory and allocations of guests arrival rooms
- Monitoring daily banking of front office cash and eftpos transactions
- Assisting with tour desk bookings and reservations for local Whitsundays tours and activities
- Accurately ensuring hotel reservations are processed correctly
- Assisted guests with maintenance and housekeeping related matters when required
Guest service Agent
Reef view hotel
09.2022 - 02.2023
- Company Overview: Hamilton island enterprises
- As a Guest Service Agent for Reef View Hotel, it is my responsibility to be the face of the hotel while efficiently checking in and out guests
- Assist guests with luggage drop offs to and from rooms
- Check in and out of guests and provide information about the island amenities and services
- Process guest payments in an accurate manner
- Answer the telephone and respond to emails in relation to reservation enquiries
- Provide high level customer service and problem solving abilities when handling guest complaints or issues by obtaining a comprehensive knowledge of the hotel and operating systems to ensure effective service delivery
- Hamilton island enterprises
Guest service Agent
Alpha MoSaic Hotel
02.2021 - 09.2022
- Company Overview: Fortitude Valley
- As a Guest Service Agent for Alpha Mosaic Hotel, it is my responsibility to handle the front desk and guest services areas of the hotel
- Check over all hotel reservations three days in advance to ensure accuracy of information
- Process third party reservations and payments
- Ensure the front desk is manned and maintained at all times
- Review arrivals and departures to ensure I understand occupancy rates for the current day and upcoming week
- Communicate with housekeeping regarding room status updates to ensure availability for arrivals and departures
- Provide information to guests about hotel services and offers
- Respond to guest complaints and provide effective solutions
- Receive and acknowledge reservations and cancellations
- Make coffee, provide alcoholic beverages and maintain a clean and tidy lobby bar
- Always portray a highly professional image of the hotel paying attention to guest satisfaction and efficiency having a professional manner with an emphasis on hospitality and guest service
- Fortitude Valley
night audit/Guest service agent
Alex Perry Hotel and Apartments
03.2020 - 12.2020
- As a Night Auditor for the Alex Perry Hotel and Apartments, I was responsible for auditing all guest information from the day as well as managing the front desk and reception areas during the night hours
- Responsible for greeting customers and checking them in thoroughly and answering any questions
- Assisted in making sure that nothing interfered with the comfort of the guests throughout their stay
- Carefully audited transactions and data entered into PMS and ensured accuracy and quality checks of information
- Carried out nightly property walks to ensure the building facilities were secured and public areas maintained
- Position made redundant due to covid-19
night audit/Guest service agent
the byron at byron resort and spa
01.2018 - 12.2019
- As a Night Auditor for the the Byron at Byron Resort and Spa, it is my responsibility to provide exceptional guest service as well as to verify and to balance financial transactions reported by various departments within the resort
- Provided a warm and friendly experience to potential customers enquiring about hotel reservations by focusing on the guest’s need, asking for the sale, entering and confirming the reservation details, providing the cancellation policy and offering to enrol the guest in the Returns program
- Completed shift checklists to ensure the hotel information is updated and team members are prepared for the daily activities
- Provided customers with clear directions and recommendations for local points of interest including restaurants, shopping, local attractions, etc
- Ensure customers are aware of available hotel services
- Responsible for auditing all guest information from the day and creating a completed report for management by the next morning
- Entered reservations into the property management system (MAXIAL) both completely and accurately
Education
Real Estate and Property Services Certificate of Registration -
REIQ
QLD01.2025
National Certificate in Educational Achievement Level 3 - High School Certificate
Kerikeri High School
Kerikeri, Northland01.2011
Skills
- Customer service
- Customer service focus
- Time management
- New employee training
Professionalreferees
Ruth Carol, Front Office Manager – Alex Perry Hotel and Apartments, 1800 274 683
Attributes
- Dedicated to providing only the very best customer service
- Exceptional organisational skills
- Proactive employee who solves problems with correct solutions
Certification
RSA - Responsible Service of Alcohol (QLD)
National First Aid Certificate
Timeline
Duty Manager
Daydream Island Resort & Spa
07.2023 - Current
Guest service Agent
Reef view hotel
09.2022 - 02.2023
Guest service Agent
Alpha MoSaic Hotel
02.2021 - 09.2022
night audit/Guest service agent
Alex Perry Hotel and Apartments
03.2020 - 12.2020
night audit/Guest service agent
the byron at byron resort and spa
01.2018 - 12.2019
Real Estate and Property Services Certificate of Registration -
REIQ
National Certificate in Educational Achievement Level 3 - High School Certificate
Kerikeri High School
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