ELLEN THORBURN
Camp Hill,QLD
Summary
I have over 6 years of experience in the customer service industry, and extensive understanding of the operations behind front and back office environments. I have a genuine passion for going above and beyond to help people, and my goal is to branch out and use the skills I have learned to support the community. I am a positive person, hard worker, fast learner and adaptable to any role as well as striving to achieve results that exceed employer expectations. I also deeply value collaborative work environments and love working with colleagues who share a passion for creating a positive and supportive workplace.
Overview
8
8
years of professional experience
Work History
Administration & Front Office Manager
Stradbroke Island Beach Hotel
Point Lookout, QLD
08.2022 - Current
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly rosters for housekeeping, admin and front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Approved shifts for housekeeping, front desk and admin staff.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Prepared and completed End Of Month reconciliations for owner disbursements.
- Created Excel spreadsheets, checklists, inventory and day running sheets.
- Loaded and approved invoices through Lightyear.
- Monitored maintenance jobs through Proof Hub and followed correct procedures to ensure completion.
- Overlooked and supported front desk staff and operations to ensure seamless service.
- Created posters, general signage and marketing material through Canva.
- Scheduled pest and sanitary services, general maintenance and trade visits as required.
- Ordered stationery, products through Rewards Hospitality and miscellaneous business essentials via CAPEX request forms.
- Managed online rates, booking channels and websites
Front Desk Receptionist
Stradbroke Island Beach Hotel
Point Lookout, QLD
01.2022 - 08.2022
- Handled and resolved customer enquiries and complaints
- Corresponded with guests and patrons over the phone and via email
- Responded to enquiries promptly
- Offered customer support before, during and after their stay to ensure a positive guest experience
- Offered administration and marketing support
- Kept on top of stock rotation and ordering for housekeeping and maintenance supplies
- End of Month reconciliation preparations, managed online rates, booking channels and websites
- Balanced accounts and conducted nightly audits to keep bookkeeping current
- Oversaw office inventory by restocking supplies and submitting appropriate purchase orders.
Guest Service Agent
Arise Ivy & Eve Apartments
10.2020 - 12.2021
- Operated RMS Cloud 9+ reservations software
- Transferred between multiple Arise properties to manage the front desk and support the company
- Independently resolved customer, owner and tenant concerns
- Took bookings, payments and processed refunds
- Worked as overnight property caretaker when required
- Welcomed guests and tenants warmly and ensured that their experience at the property was pleasant and memorable
- Communicated with third-party travel agents i.e
- Booking.com and Expedia to ensure customer and business satisfaction
- Created positive and rewarding client experiences through friendly customer interactions
- Assisted in multiple areas outside of the office when required (i.e
- Housekeeping, maintenance).
Senior Receptionist
Allure Stradbroke Resort
02.2019 - 02.2020
- Independently managed the front desk and monitored a resort of 82 villas and 42 beach shacks
- Frequently used and entered data into Microsoft Word, Excel, Outlook and Google Accounts
- Operated HIRUM reservations software
- Took initiative when I was unable to be guided or directed
- Resolved all customer complaints quickly and empathetically
- Scanned and finalised timesheets
- Made sure all reports were ready and correct for the following day in order to maintain consistency and efficiency
- Organised accommodation for and communicated with coordinators of large events on the island i.e
- Island Vibe Festival, Straddie Salute, retreats and university groups.
Front Desk Receptionist
Stradbroke Island Beach Hotel
01.2018 - 02.2019
- Answered telephones and directed calls to appropriate staff members
- Ensured that all reports were up to date
- Communicated with vendors and tradesmen to place and receive orders, request maintenance services and deliver instruction on behalf of office management
- Implemented new recordkeeping and documenting systems to improve organisation and traceability.
Bistro & Functions Waitress
Stradbroke Island Beach Hotel
03.2016 - 01.2018
- Worked hard to provide customers with first-rate service and support, and worked to resolve all concerns to mutual satisfaction
- Gained knowledge and experience in working in a fast-paced environment
- Completed allocated work according to established standards and with high accuracy and efficiency
- Delivered exceptional services and support to team members and guests, maximizing productivity and customer satisfaction
- Prepared daily shift close reports and balanced cash register to accurately reflect all transactions.
Education
TAFE QLD -
BSBSS00034 BASIC CUSTOMER ENGAGEMENT SKILL SET
01.2020
High School Graduate -
Carmel College Thornlands
01.2017
Skills
- Team collaboration
- Knowledgeable in the use of Microsoft Office
- Customer engagement
- Conflict management & problem-solving
- Technologically savvy
- Excellent written and verbal communication skills
- Operating office equipment
- Conscientious
- Highly adaptable & fast learner
- High attention to detail
- Multi-tasking & prioritising
- Positive attitude & independent
References
- Johanna Reeves, Accommodation Manager, Stradbroke Island Beach Hotel, 0497 600 113
- Doug Meagher, General Manager, Stradbroke Island Beach Hotel, 0417 747 536
- Naomi Henny, General Manager, Stradbroke Island Beach Hotel, 0437 139 200
Volunteer Experience
I have trained numerous casual receptionists and one full-time receptionist over the course of my four years in that specific field. I was given the responsibility to train these employees independently and ensure that they were well-equipped to manage the front desk on their own as the general manager worked offsite. I was given positive feedback regarding my leadership skills and training abilities, and I hope that I can utilize these qualities in future employment.
Timeline
Administration & Front Office Manager
Stradbroke Island Beach Hotel
08.2022 - Current
Front Desk Receptionist
Stradbroke Island Beach Hotel
01.2022 - 08.2022
Guest Service Agent
Arise Ivy & Eve Apartments
10.2020 - 12.2021
Senior Receptionist
Allure Stradbroke Resort
02.2019 - 02.2020
Front Desk Receptionist
Stradbroke Island Beach Hotel
01.2018 - 02.2019
Bistro & Functions Waitress
Stradbroke Island Beach Hotel
03.2016 - 01.2018
TAFE QLD -
BSBSS00034 BASIC CUSTOMER ENGAGEMENT SKILL SET
High School Graduate -
Carmel College Thornlands