Hattie Beck

Snowpack Outdoor Experience is an outdoor recreation retail store in BC, Canada. The store stocked outdoor wear, camping gear and hiking gadgets. I worked as part of the Sales Associate Team on the floor performing the following duties:

• Opening an closing the store including counting cash in the morning, performing the end of day cash out procedure, ensuring the registers are balanced, the floats are correct and ensuring the primacies are alarmed at the end of the day.
• Greeting every customer that enters the store and creating a friendly, easy-going and welcoming atmosphere.
• Helping customers find the perfect products that suit their needs. I did this by identifying the customers shopping style and approaching the customers needs appropriately and accordingly.
• Participating as part of the merchandising team and assisting with window displays as well as the interior layout and product arrangement.

At Whitewater Ski Resort in BC, Canada, I worked at the Guest Services department at the ski hill as well as at the Downtown Office in Nelson BC. I performed the following duties:

• Greeting guests in person and creating a welcoming, helpful environment.
• Using MtOS customer data base software to sell lift passes and helping guests decide which pass or product best suits their needs.
• Ensuring guests sign the appropriate paper work and waiver forms.
• Helping guests with any problems they may have with their passes.
• Answering guest inquiries, complaints and feedback.
• Cash handling and performing end of day cash outs.

Administrative Office

• Operating as the first point of contact for guest inquiries over phone and email.
• Understanding and implementing the refund policy/ claim procedures when guests make a season pass refund claim.
• Liaising with the management team when a situation can’t be rectified by following the refund policy.
• Communicating with other departments effectively to ensure everyone has up to date information on current events.
• Was given possession of keys to the office and was responsible for opening and closing duties including cash handling, cash-outs and setting alarm codes.

Working as the first point of contact for members and guests visiting the golf and restaurant facilities at Stewart Creek Golf and Country Club in Alberta, Canada. The Outside Guest Service Team is responsible for making lasting impressions on all guests to ensure everybody enjoys their time at the club. Duties include:

• Initiating conversation and creating memorable interactions with all players and visitors upon arrival and send off at the club.
• Directing players to their assigned golf carts and loading their carts with their personal clubs.
• Maintaining the golf carts including parking and washing.
• Picking, cleaning and stocking golf balls at the driving range.
• Providing a club cleaning service for players at the last hole.
• Assisting with the set up for golf tournament events.

Working as a front desk cashier as well as a ski and snowboard technician at a busy, action packed snow equipment hire store at Big White Resort in BC, Canada. Duties include:

Front Desk

• Provided upbeat, friendly, and helpful customer service to all guests, including not only renters but also those with general inquiries or seeking information about the mountain and its facilities, such as the best skiing spots suited to their comfort level.
• Using Sirius, a customer data base software to process rentals and returns.
• Using the POS system and cash handling.
• Following up overdue rentals over the phone.

Rental Technician

• Showing enthusiasm and passion for snow sports whilst guiding guests through the fitting process.
• Fitting boots as well as setting up skis and snowboards in a manner that guarantees customer safety, comfort and satisfaction.
• Educating the guest on how to use the ski/snowboard equipment.

Administration

• Walking the guest through filling out a damage waiver form and then checking all areas have been signed and completed.
• Filing and organising each guest's rental waiver forms in alphabetical order and sorting by date.
• Matching individual waiver forms to families with the same receipt.

Working in a fast-paced chocolate retail store in the Strand Arcade, Sydney, I performed the following:

• Providing friendly, professional and knowledgeable customer service.
• Showing customers a range of Haigh's Chocolates products and helping assist customers in finding the right product.
• Maintaining store shelves are full and window displays are to standard.
• Using the POS and cash handling.
• Wrapping chocolate boxes, packing chocolates and making chocolate hampers.
• Participating within a team for stock changeover and window changeover nights.
• Assisting with merchandising and the set up of new Haigh's Chocolates stores.
• Training new staff.
• Answering customer inquiries in person, email and over the phone.

Working as a first-point of contact for international hotel guests needing to hire snow equipment with Rhythm Rentals in Niseko, Japan. I performed the following:

• Providing, helpful, genuine and friendly service to customers in need of ski and snowboard rentals.
• Advised customers on the best ski areas, recommended dining options, explained how the mountain operated, and provided general information for guests with inquiries.
• Providing personalised and accurate boot fitting services to ensure customer comfort and satisfaction.
• Consulting with customers to accurately determine their needs and preferences for snowsports equipment.
• Used Easy-Rent, a customer data base software to process rental equipment to customers.
• Organised equipment waxes and overnight tuning including pick-up and drop-off services at guests' hotel locations.
• Liaising with hotel staff to followed up overdue rentals with guests.
• Organised transport services for hotel guests to and from the Rhythm Rentals store.
• Communicating with the rental warehouse staff for pick up of rental returns.
• Tuned and adjusted the customers ski and snowboard equipment at the concierge desk to ensure it's safety.

Working for an English conversation school in Saitama, Japan. I organised, planned, and taught one-on-one lessons for Japanese students aged between 18-70, with proficiency levels ranging from beginner to advanced. Duties include:

• Preparing and planning the concepts for the individualised lesson including the reading material, work sheets and discussion topics.
• Encouraging students to go out of their comfort zones by prioritising student talking time and asking open-ended questions.
• Discussing the areas the student would like to focus on, while providing feedback and recognition.