Grace Todd
Melbourne,VIC
Summary
Dynamic professional skilled in front desk operations and customer service. Proven ability to manage reservations and facilitate guest requirement, ensuring guest satisfaction and operational efficiency. Strong leadership skills within the team, including creating staff rosters, training and inducting new team members, and acting as the escalation point for complex guest issues.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Reservation Agent
Ramada by Wyndham Phillip Island
Phillip Island, Victoria
06.2025 - Current
- Managed customer reservations through phone and online platforms.
- Coordinated scheduling details for various travel itineraries and preferences.
- Processed payments and confirmed bookings using reservation management software.
- Handled customer complaints efficiently to ensure satisfaction during interactions.
- Coordinated with front desk staff to maintain maximum occupancy.
- Generated reports on occupancy rates, cancellations, and no-shows.
Guest Experience Host
Ramada by Wyndham Phillip Island
Phillip Island, Victoria
01.2025 - Current
- Facilitated efficient check-in and check-out procedures for guests.
- Addressed guest inquiries and resolved issues promptly and courteously.
- Maintained cleanliness and organization of front desk area consistently.
- Supplied information on local attractions and services to enrich guest experience.
- Mentored new staff on correct procedures, compliance requirements, and performance strategies.
- Directed front desk operations with focus on hotel reputation, staff productivity, and operational efficiency.
- Created and maintained team rosters, ensuring appropriate coverage, and staff balance during peak periods.
Team Member
Kmart
Newtown / Wonthaggi, Tasmania / Victoria
04.2023 - 02.2025
- Assisted customers with product selection and provided exceptional service.
- Restocked shelves and organized merchandise to maintain store appearance.
- Collaborated with team members to ensure smooth daily operations.
- Handled customer inquiries and resolved issues effectively.
- Maintained cleanliness and organization of the sales floor and stockroom.
- Participated in inventory counts and tracked stock levels accurately.
- Maintained friendly, outgoing personality to promote positive work environment and build customer loyalty.
Activities Coordinator
Ramada by Wyndham Phillip Island
Phillip Island, Victoria
12.2023 - 01.2025
- Coordinated daily events for diverse traveler groups, ensuring seamless execution and satisfaction.
- Trained new staff in event coordination processes, enhancing team efficiency and skill development.
- Managed inventory of supplies for events, maintaining adequate stock levels consistently.
- Directed staff during peak occupancy periods, optimizing activity operations and guest experiences.
Childcare Placement
Calvin Christian School
Kingston, Tasmania
12.2022 - 12.2022
- Completed a three-day primary school placement at two primary schools.
- Valuable skills and experience were gained by doing this, such as working under pressure and in a fast-paced environment, helping and sharing knowledge within a team, and taking responsibility as a leader to younger kids.
- Assisted childcare staff with preparing activities and materials for daily tasks.
Education
High School Diploma -
Calvin Christian Scool
Hobart TAS12-2024
Skills
- Front desk operations
- Inventory management
- Mentorship and training
- Opera, SiteMinder, and various OTA extranets for reservations
- Verbal and written communication
- Reliability
- Creative thinking
- Crisis management
- Problem-solving abilities
Certification
- Undergoing Certificate II in Social Proficiency for Korean
Languages
Korean
Limited
Affiliations
- Guitar/Piano (playing/composing)
- Event Planning
- Learning Languages
Timeline
Reservation Agent
Ramada by Wyndham Phillip Island
06.2025 - Current
Guest Experience Host
Ramada by Wyndham Phillip Island
01.2025 - Current
Activities Coordinator
Ramada by Wyndham Phillip Island
12.2023 - 01.2025
Team Member
Kmart
04.2023 - 02.2025
Childcare Placement
Calvin Christian School
12.2022 - 12.2022
High School Diploma -
Calvin Christian Scool
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