Ellen Iley (Ellie)
Gold Coast,QLD
Summary
Experienced Customer Service Professional with over 12 years in the Hospitality industry and one year as a Team Leader for the Tourism Industry. I am passionate about delivering exceptional guest experiences and I also bring strong interpersonal skills, confidence in fast paced environments and a proven ability to resolve issues effectively.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Harcourts Property Hub
- Responded promptly to buyer, seller, and tenant inquiries via phone, email, and in-person communication, ensuring a positive client experience.
- Prepare rental applications, collected documentation, and coordinated approval workflows with property managers or agents.
- Handled maintenance requests and communicated with vendors to ensure timely resolution for tenants.
- Resolved customer concerns professionally, escalating complex issues when necessary.
- Handled key management: tracked and distributed keys for tenants, contractors, and the property manager, maintaining accurate logs.
- Maintained a clean and well-organized office kitchen, restocking supplies as needed to support staff comfort and hygiene.
- Ordered monthly stationery and managed the office’s coffee supplies to ensure smooth daily operations.
Receptionist/Guest Services & Reservations - Team Leader
Turtle Beach Resort
- Answering Phone and corresponding to email enquires
- Training new employees in guest services
- Manage and confirm Bookings for guests via email, phone and walk-ins
- Greeting guests on arrival and processing check in and departure procedures in a friendly manner
- Processing payments through EFT and cash handling in front office
- Assigning rooms adhering to all guests requests
- Confident with dealing with complaints with management. Working together to improve their stay
- Communication and coordination with other departments such as Housekeeping, maintenance and Food and Beverage
- Promoting Promotional sales through Experience Oz for Theme Parks, attractions and dinning options for guests
- Booking and confirming airport and theme parks transfers
- Proving value information relating to the Gold Coast Tourism enquiries and booking tours
- Qualified in First Aid and Fire training
Attraction Attendant
Movie World
12.2020 - 03.2022
- Responsible for supervising and monitoring guests on attractions
- Ensuring ride was safe and working up to standard during opening checks
- Provided with quality safety training on all rides
- Boarding and exiting guests efficiently
- Checking harnessing is secure for all guests
- Reinsuring a safe environment for guests and other staff members
- Directing guests in an evacuation whilst remaining calm
- Starts rides and insuring guests exit safely
- Consistent ride tests and training to maintain correct operation procedures and emergency evacuation training
Membership Administrator – Part Time
National Trust QLD at Currumbin Wildlife Sanctuary
04.2019 - 07.2020
- Answering all calls regarding National Trust memberships and enquires.
- Corresponding to emails and post letters
- Packing and printing membership cards and organising packs
- Mailing out cards and renewal letters
- Recording all relevant data and working with excel spreadsheets
- Receiving payments for memberships through phone, email, mail and online websites
- Processing Eftpos, cash and cheque payments
- Restocking office equipment
- Attend weekly briefings
- Organising office, always keeping it clean and tidy
Waitress/Host/Cashier and Restaurant Reservations agent
The Star Hotel & Casino - Garden Kitchen & Bar - Gold Coast
01.2015 - 12.2018
- Answering Phone
- Entering bookings for all restaurants throughout the Hotel.
- Professionally corresponding to emails and customer enquires
- Entering Restaurant booking and guest’s information.
- Recording data. Eg; Call logs, payments receipts, bills.
- Receiving payments over the phone.
- Answering any guest enquiries about all restaurants or functions within the business.
- Attending important briefing meetings.
- Quoting prices to customers relevant to their bookings or functions.
- Office duties (Organising paper work, printing, managing all payment receipts)
- Greeting & seating customers/Allocating tables
- Answering phone and replying to emails /Entering bookings/Answering guests enquiries/Calling wait list.
- Cash handling/ EFTPOS/Credit card/Vouchers/Casino Dollars/applying discounts and adding surcharges. Confident with Micro’s System and counting paperwork at the end of each shift.
- Trained with Micro's and Res Pak Booking system/Communicating with staff over radio headset/ Working confidently in a fast-paced environment during busy hours.
- Full table service/Receiving drink and food order/Meeting guests needs/serving drinks/Attending to dietary needs.
- Cleaning/restocking/organising tables/food running/drink running/preparing and setting up functions/Moving furniture to accommodate guests’ events.
- Food and Wine Knowledge/Fully confident with large bookings and serving VIP's
Education
Triple Diploma - Hospitality, Tourism and Events
Gold Coast TAFE
Gold Coast01.2014
Skills
- Over 12 years Customer service and Hospitality/ Tourism experience
- 1 Year working in the Real Estate Administration Industry
- 1 year Team Leader experience Guest Services with Turtle Beach Resort
- Trained with using Microsoft Office, Power Point, Outlook, Opera, REI, Res Dairy, Micros, POS, REA, REX Software
- Professional Fire & LED Performer (6 years’ experience) with Public Liability insurance
- Triple Diploma in Hospitality, Tourism and Events Gold Coast TAFE 2014
- Certificate II in Hospitality/Tourism (food and beverage service) (CTIA) 2012
- Current RSA (Responsible service of alcohol) 2018
- Current First Aid and CPR Certificate
Certification
- I have obtained a current First Aid Certificate for general First Aid and CPR.
- Current RSA. (Responsible service of alcohol) 2018
Timeline
Attraction Attendant
Movie World
12.2020 - 03.2022
Membership Administrator – Part Time
National Trust QLD at Currumbin Wildlife Sanctuary
04.2019 - 07.2020
Waitress/Host/Cashier and Restaurant Reservations agent
The Star Hotel & Casino - Garden Kitchen & Bar - Gold Coast
01.2015 - 12.2018
Customer Service Representative
Harcourts Property Hub
Receptionist/Guest Services & Reservations - Team Leader
Turtle Beach Resort
Triple Diploma - Hospitality, Tourism and Events
Gold Coast TAFE
Section name
- I have completed a Triple Diploma in Hospitality, Tourism and Events (Gold Coast TAFE, Ashmore campus)
- I am very time efficient and punctual, I will always arrive on time for all my shifts, have my own transportation and licence and will always answer/return all phone calls.
- I am also a professional Fire and LED Performer – Fully insured with Public Liability insurance