Fini Vicilia
Mascot,NSW
Summary
Proven in enhancing guest experiences at Mantra Hotel, I excel in reservation management and complaint handling, ensuring optimal guest satisfaction. Skilled in fostering teamwork and collaboration, I've significantly contributed to maintaining high service standards, demonstrating patience and tolerance in high-pressure situations. My background underscores a commitment to guest relations and property knowledge, driving repeat business and loyalty.
Warm and friendly individual helps customers in any situation. Enjoys working closely with team members to deliver positive guest experience.
Reliable Guest Service Agent well-versed in assisting guests with check-in, check-out and billing services. Smart individual with combined organizational skills and polished customer service style. Promptly addresses various questions and concerns from customers to facilitate positive guest experience and repeat business.
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Guest Service Agent position. Ready to help team achieve company goals.
Overview
7
7
years of professional experience
Work History
Front Desk Guest Service Agent
Mantra Hotel
04.2022 - Current
- Collaborated with housekeeping staff to ensure timely room availability and optimal guest experience.
- Developed strong relationships with repeat customers, leading to increased loyalty and return visits.
- Balanced cash drawer accurately at the end of each shift, ensuring accountability for all transactions processed during work hours.
- Handled guest complaints professionally, calmly working towards a satisfactory resolution while maintaining the hotel''s reputation for exceptional service.
- Organized transportation arrangements for guests when needed, coordinating with shuttle drivers or reputable taxi services to ensure prompt and reliable travel assistance.
- Managed phone lines effectively, directing calls to appropriate departments and taking detailed messages when necessary.
- Assisted guests with special requests, such as booking tours or making dinner reservations, to enhance their stay.
- Coordinated with maintenance staff to address any reported issues in guest rooms or common areas swiftly.
- Maintained a clean and welcoming front desk area to create a positive first impression for guests.
- Answered multi-line phone system and enthusiastically greeted callers.
- Used internal software to process reservations, check-ins and check-outs.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collected room deposits, fees, and payments.
- Took reservations over phone, in person for guests and provided confirmation information.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
Cafe Worker
Euforia Cafe
04.2019 - 03.2022
- Maintained a clean and organized café environment, adhering to health and safety regulations.
- Managed cash register transactions accurately, ensuring proper handling of cash and credit card payments.
- Wiped, sanitized and maintained floors, facility, and equipment to adhere with company standards and procedures.
- Handled high-pressure situations calmly while multitasking effectively to maintain optimal productivity levels during busy periods.
- Assisting head barista to pull shots and make coffee.
- Prepared fresh, high-quality food items by following strict company guidelines for preparation and presentation.
- Promoted cafe offerings through engaging interactions with customers, highlighting specials or new menu items.
Team Leader
Schnitz
12.2016 - 08.2021
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Built strong relationships with customers through positive attitude and attentive response.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Maintained highest standards of conduct and service to support company reputation.
- Reconciled daily sales each shift, counting member drawers to analyze discrepancies.
- Maintained highest standards of customer service during high – volume workshifts and flash-space operation.
Education
Diploma - Marketing
Alpha Institute
Sydney, NSW02.2024
Skills
- Reservation Management
- Complaint Handling
- Guest Relations
- Property knowledge
- Patience and Tolerance
- Customer Service
- Guest Services
- Reservations
- Teamwork and Collaboration
- Guest Reception
Timeline
Front Desk Guest Service Agent
Mantra Hotel
04.2022 - Current
Cafe Worker
Euforia Cafe
04.2019 - 03.2022
Team Leader
Schnitz
12.2016 - 08.2021
Diploma - Marketing
Alpha Institute
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