EMMA INTAL
Bli Bli,QLD
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
28
28
years of professional experience
Work History
Sales Administration Coordinator
Club Wyndham Marcoola
01.2023 - Current
- Managed time efficiently in order to complete all tasks within deadlines.
- Passionate about learning and committed to continual improvement.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Self-motivated, with a strong sense of personal responsibility.
- Proved successful working within tight deadlines and a fast-paced environment.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Learned and adapted quickly to new technology and software applications.
- Cultivated interpersonal skills by building positive relationships with others.
- Developed strong communication and organizational skills through working on group projects.
- Applied effective time management techniques to meet tight deadlines.
- Proven ability to learn quickly and adapt to new situations.
- Organized and detail-oriented with a strong work ethic.
- Strengthened communication skills through regular interactions with others.
Duty Manager
Ramada Marcoola Beach
01.2021 - Current
- Manages day to day operations ensuring quality, standards and expectations of guest are met on a daily basis
- Handles guest complaints and resolving issues in timely manner
- Achieving targets and KPIs
- Guide and support the team in providing good customer service
- Ensure daily tasks are completed in timely manner
- Conduct check-in and out and making sure guest accounts are accurate and correct
- Managing the front office team rosters
- Managing timesheets for FO team.
- Maintained professional demeanour by staying calm when addressing unhappy or angry customers.
- Achieved results by working with staff to meet established targets.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Facilitated open communication among team members by conducting regular meetings and encouraging constructive feedback sharing within the group.
- Implemented new procedures to optimize workflow efficiency within the front desk team.
- Supervised and coordinated team to provide guidance and support and maximize performance.
Guest Service Agent
Ramada Marcoola Beach
01.2015 - 01.2021
- Maintain a positive attitude and friendly demeanour
- Greeted guests upon arrival by providing warm welcome.
- Assist guest to all request and queries
- Managing guest phone calls and reservations
- Assisting on making reservations.
- Provided guest assistance and recommendations for tourist attractions.
- Assisted guests with variety of services and local attraction information.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Contributed towards an overall increase in online review ratings by providing prompt assistance whenever required.
- Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Ensured compliance with all safety regulations by conducting regular walkthroughs of public spaces within the hotel.
- Maintained high level of professionalism and discretion when dealing with guests.
- Maximized revenue by upselling room upgrades and additional services.
- Coordinated transportation arrangements for guests, including airport pick-ups and drop-offs as needed.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Participated in ongoing training programs to stay current on industry trends and best practices in hospitality services.
- Monitored inventory levels of office supplies and promotional materials, placing orders as necessary for timely replenishment.
- Provided each guest with list of resort's upcoming activities and events upon check-in to enhance stays.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Maintained accurate and up-to-date records of guest information.
Front Desk Assistant Manager
Novotel Twin Waters Resort
01.2011 - 01.2015
- Responsible to assist FOM managing and leading front desk team in order to ensure the highest standard of service
- Monitors front office team to make sure all guest receives prompt and personal recognition
- Takes care of the front desk operation including guest registration, room assignment, and check-out procedures
- Answers all guest questions and address their complaints.
Guest Service Agent
Novotel Twin Waters Resort
01.2010 - 01.2011
- Provide high quality of service to the guest by being efficient, friendly, and professional manner
- Assisting guest with their needs or request throughout their stay
- Operating switchboard and handling all calls promptly and professionally
- Maintain strict guest confidentiality/privacy throughout their stay
- Maintaining control of guest account ensuring all charges are all correct and accurate
- Assisting guest complaints and taking necessary actions to resolve complaints
- Lead by example when attending guest request
- Promote hotel facilities and maximize sells through product knowledge and selling skills
- Take initiative to ensure that interaction with our guest are positive and productive.
Food and Beverage Attendant
Nouveau Restaurant Novotel Twin Waters Resort
01.2009 - 01.2010
- Assist guest by showing them around the restaurant, inform guest what menu we have and assist them if they have food allergy or special diet
- Maintaining cleanliness by wiping tables and empty plates
- Cash Handling
- Making sure guest account and charges are all correct and accurate.
Food and Beverage Attendant
Star City Casino
01.1996 - 01.2008
- Assisting International guest by providing them efficient and good customer service when they arrive
- Assisting them with restaurant booking and tours throughout their stay
- Maintaining good food and drink service while they're busy playing (gambling)
- Maintaining cleanliness of the VIP lounge and stocks
- Cash Handling
- Providing training for the new staff and orient them to the place.
Education
Primary -
Liceo De San Pedro
San Pedro, LagunaSecondary -
Liceo De San Pedro
San Pedro, LagunaTertiary -
Emilio Aguinaldo College
Bachelor of Science in Pulmonary Therapy (1st and 2nd year level) -
Emilio Aguinaldo College
University of Santo Thomas
Manila, PhilippinesSTI Cobol programmingTrainings -
Skills
- Multitasking Abilities
- Written Communication
- Calm Under Pressure
- Dependable and Responsible
- Recordkeeping
- Organization and Time Management
- Friendly, Positive Attitude
- Customer Service
References
Ayush Saxena, Former Front Office Manager Ramada Marcoola, 0400 723 022 (WhatsApp) ,Email :aayushsaxena7717@gmail.com
Timeline
Sales Administration Coordinator
Club Wyndham Marcoola
01.2023 - Current
Duty Manager
Ramada Marcoola Beach
01.2021 - Current
Guest Service Agent
Ramada Marcoola Beach
01.2015 - 01.2021
Front Desk Assistant Manager
Novotel Twin Waters Resort
01.2011 - 01.2015
Guest Service Agent
Novotel Twin Waters Resort
01.2010 - 01.2011
Food and Beverage Attendant
Nouveau Restaurant Novotel Twin Waters Resort
01.2009 - 01.2010
Food and Beverage Attendant
Star City Casino
01.1996 - 01.2008
Primary -
Liceo De San Pedro
Secondary -
Liceo De San Pedro
Tertiary -
Emilio Aguinaldo College
Bachelor of Science in Pulmonary Therapy (1st and 2nd year level) -
Emilio Aguinaldo College
University of Santo Thomas
STI Cobol programmingTrainings -
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