Summary
Overview
Work History
Education
Skills
Timeline
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Emma Ford

Emma Ford

Brisbane,QLD

Summary

With over 7 years of experience in the hospitality sector, I have consistently delivered exceptional guest experiences through my dedication to outstanding service, attention to detail, and effective team leadership. I am passionate about creating memorable moments for guests and am excited to bring my expertise in front-of-house operations and customer satisfaction to your renowned business.

Overview

7
7
years of professional experience

Work History

Customer Service Agent

Menzies Aviation
07.2023 - Current
  • Verified identification and travel documents to efficiently board passengers for on-time departure.
  • Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
  • Coordinated with ramp agents to successfully store, remove and transport customer baggage.
  • Used airline computer system to create airline tickets and boarding passes.

Food and Beverage Attendant

Trippas White Group (Virgin Australia Lounge)
04.2023 - Current
  • Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
  • Supported and assisted team members in handling guest inquiries and requests and in resolving guest complaints.
  • Established rapport with customers by providing friendly and attentive service

Guest Services Team Leader

SkyPoint
01.2023 - 04.2023
  • Monitored staff members' time and attendance to correct issues and provide accurate timesheet information for payroll processing.
  • Resolved high-volume of complex customer problems by offering technical information, describing options and explaining service plans.
  • Evaluated team by reviewing customer feedback and key performance indicators.
  • Assigned daily job tasks and workloads to atlas 10 team members

Baker/ Barista/ All Rounder

Muffin Break
07.2022 - 01.2023
  • Complied with health and safety codes to protect staff and customers.
  • Resolved customer concerns with positive approach and constructive strategies.
  • Established merchandising, sales and profit objectives to drive business success.
  • Baked gluten-free, vegan and alternative diet treats based on customers' needs.

Warehouse Storeperson

Foodstuffs Hornby Distribution Centre
04.2022 - 07.2022
  • Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
  • Inspected work areas for cleanliness and obstacles and removed cartons and boxes to keep work areas organized and hazard-free.
  • Communicated with teammates and supervisors to maintain smooth operations and quickly handle any issues impacting warehouse operations or customer satisfaction.
  • Kept warehouse up to safety and health regulations at all times.

2IC Manager

Columbus Coffee
07.2021 - 04.2022
  • Conducted employee training sessions to educate employees on products and company policies.
  • Planned and directed staffing, training and performance evaluations to develop and control sales and service programs.
  • Increased company's profitability through customer relationship development, community involvement and marketing campaigns.
  • Analyzed transactions to find methods to simplify procedures, improve processes and maximize resources.
  • Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
  • Applied customer feedback to develop process improvements and support long-term business needs.

Ambassador

Fulton Hogan Ltd
04.2021 - 07.2021
  • Greeted customers and clients to create welcoming atmosphere.
  • Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
  • Engaged guests in conversation to offer hospitality, aid in service recovery and engender trust.
  • Assisted team with operational policies and procedures to drive services.

Chef

The Crown
11.2020 - 04.2021
  • Handled and stored food to eliminate illness and prevent cross-contamination.
  • Monitored line processes to maintain consistency in quality, quantity and presentation.
  • Prepared meals from scratch using authentic, popular recipes to generate repeat business.
  • Checked freezer and refrigerator prior to each shift to verify correct temperatures.
  • Placed orders to restock items before supplies ran out

Shift Manager

McDonald's Restaurant
02.2017 - 11.2020
  • Trained and mentored new employees to maximize team performance.
  • Supervised employees and oversaw quality compliance with company standards for food and services.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Increased sales by 5% while managing shifts.
  • Excelled in every store position and regularly backed up front-line staff.
  • Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
  • Consistently exhibited calm demeanour during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.
  • Assisted management team in developing and creating welcoming atmosphere for crew members to voice complaints.

Education

High School Diploma -

Villa Maria College
Christchurch, CAN
11.2016

Skills

  • Technical Proficiency
  • Managing Reception
  • Time management
  • Employee Coaching and Motivation
  • Problem solving
  • Employee Motivation
  • Positive and Friendly
  • Reliable
  • Effective Customer Communication

Timeline

Customer Service Agent

Menzies Aviation
07.2023 - Current

Food and Beverage Attendant

Trippas White Group (Virgin Australia Lounge)
04.2023 - Current

Guest Services Team Leader

SkyPoint
01.2023 - 04.2023

Baker/ Barista/ All Rounder

Muffin Break
07.2022 - 01.2023

Warehouse Storeperson

Foodstuffs Hornby Distribution Centre
04.2022 - 07.2022

2IC Manager

Columbus Coffee
07.2021 - 04.2022

Ambassador

Fulton Hogan Ltd
04.2021 - 07.2021

Chef

The Crown
11.2020 - 04.2021

Shift Manager

McDonald's Restaurant
02.2017 - 11.2020

High School Diploma -

Villa Maria College

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Emma Ford