Summary
Overview
Work History
Skills
Career Break
Qualifications And Professional Development
Accomplishments
Attributes
References
Drivers Licence
Timeline
Generic

Jennifer Vallance

Lake Clifton,WA

Summary

I hold excellent communication and interpersonal skills, with the ability to develop strong long-lasting relationships with clients, employees, and business partners. With a strong work ethic paying attention to detail at all times, I poses a genuine passion for delivering a quality standard of customer service. My career has always required a high level of administrative skills. I adopt a strong sense of ownership to all projects and tasks set. I am self-motivated and disciplined, with a proven focus towards achieving set targets and business goals, while holding a sound understanding of occupational health and safety policies and procedures along with their importance. I can work autonomously and or thoroughly enjoy working as part of a team.

Overview

26
26
years of professional experience

Work History

Assistant Manager

Accor - The Sebel
08.2023 - Current
  • Responsible for the day-to-day operations of the hotel, whilst functioning in a fast-paced environment
  • Building and maintaining strong relationships with existing customers, business partners and staff
  • Supporting and motivating staff in all departments of the hotel
  • Administration/accounting
  • Data entry & reporting
  • Invoicing
  • Conflict resolution and complaint handling
  • Incident report management
  • Sales – selling of special promotions and facilities within the hotel using upselling techniques in a way that attracts attention
  • Management of customer database systems, reservation platforms and other inhouse programs
  • Promotion and selling of Accor Memberships, providing information around the exclusive benefits and signing customers up to the program
  • Provide services & support for customers with disabilities
  • Communicating & addressing barriers.

Tourism Officer

Shire of Murray
12.2020 - 08.2023
  • Operation of the new Trails and Visitor Centre including management of time, organising and prioritising workload/projects and centre administration
  • Promptly and accurately respond to customer enquiries, requests, bookings and complaints
  • Processing permits and pass applications
  • Providing up to date and accurate information on bushfire/emergency information, park closures
  • Providing assistance and support to the line manager on a daily basis, to alleviate workloads and carrying out all administrative and accounting procedures
  • Receiving and tracking cash and electronic payments
  • Receiving, monitoring, and ordering stock
  • Monthly stocktaking
  • Banking
  • Raising purchase orders/Invoicing
  • Develop/update centres procedure manual
  • Writing and curating content for social media platforms, utilising skills and knowledge to promote the region
  • Liaise with clients, tourism operators and business partners as required regarding centre operations and the promotion of the Murray region
  • Training and mentoring of new staff members
  • Public speaking to small groups, providing support for up-and-coming events
  • Proficient in the use of inhouse programs, Trim (Content Manager), Lightspeed, Rezdy Booking Platform.

Senior International Travel Consultant

House of Travel
06.2003 - 04.2010
  • Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments
  • Provided customers with the best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings
  • Collaborated with airlines, hotels, rental car companies and other business partners to arrange contracts
  • Carried out administrative and accounting procedures, banking and invoicing
  • Prepared promotional advertising and marketing
  • Record/transcribe meeting minutes
  • Responded to clients' questions, issues, and complaints and implemented appropriate solutions when needed in a prompt manner
  • Travelled on Famils and carried out hotel site inspections
  • Experienced in using multiple CRMs and GDS systems, Amadeus, Sabre, Quick and Galileo
  • Assisted with the training and mentoring of new team members
  • Selling insurance products and working with insurance companies for clients & processing claims
  • Working at community events/assisting with the setup of travel expos
  • On call/work from home.

Dispatch Document Controller/ Passenger Service Officer

Air New Zealand
08.1998 - 06.2003
  • Planning aircraft load, calculating the weight and balance of each departure, preparing departure documentation for the flight crew
  • Ensured all flights were cleared for take-off, liaised with flight crew in preparation for landing
  • Forward planning, rearranging travel departure times and handling delays
  • Disrupt management, provided reassurance to customers, problem solving skills employed to benefit customer outcomes
  • Rebooking travel arrangements, accommodation, flights, and transfers
  • Administration duties, airline revenue accounting, ordering of stock, balancing petty cash, data entry & banking
  • Sales, reservations, and check-in, both domestic and international
  • Training new employees
  • Trained and certified to work with clients with disabilities that required special assistance including sight and hearing impaired, service dogs, passengers requiring oxygen, wheelchairs incl battery operated, hoist/sling operation
  • Chemical awareness and hazardous goods training
  • Trained in the use of multiple CRMs and GDS systems.

Skills

  • Advanced Microsoft Office (Excel, Word, Outlook, Publisher, PowerPoint)
  • Microsoft Teams
  • Oracle – Opera (Cloud based CRM systems)
  • Stripe – (Accounting Program)
  • Sabre, Amadeus, Galileo, Rezdy & Rezaweb (Reservations/Bookings)
  • TRIM (Local Government)
  • ERMS – Employee Records & Training Database
  • Currency Select
  • Google applications – Gmail, Drive, Adobe as well as a variety of other in-house software packages

Career Break

2011 - 2020, Moved to Western Australia Designed and managed the build of our family home in the country started a hobby farm, volunteer at The Cove, Brightwater – Aged Care Facility Netball Coach/Mentor Saint Damien’s Catholic Primary School – Assistance with literacy program support, P&F fundraisers, canteen, sports carnivals, field trips and beach programs Dance Edge School of Performing Arts – Assistant

Qualifications And Professional Development

  • 2023 – Accor Academy Training – Sales, Resaweb Reservations, Compliance and fraud prevention, cultural awareness, disability training, manual handling, customer Service
  • 2023 - Senior Management Fire Warden and Emergency Training
  • 2022 - Rezdy Training - Online Reservations Platform
  • 2022 - First Aid – HLTAID001 Provide cardiopulmonary resuscitation HLTAID002 Provide basic emergency life support, HLTAID003 Provide first aid
  • 2021 – Shire of Murray - Social media/networking training
  • 2021 – Fire Warden Certification
  • 2021 – Covid-19 Safety in the Workplace
  • 2018 - Bronze Medallion/First Aid - Royal Lifesaving Award
  • 2002 -Tourism from a Management Perspective Massey University, New Zealand
  • 1998-1999 - Cert IV Tourism & Travel Marlborough Polytechnic Institute of Technology, New Zealand
  • Kiwihost – Customer Service Training Tourism Marlborough, NZ Tourism Board
  • Customer Selling Skills – Certificate - Hospitality Standards Institute
  • Tourism Awareness – Certificate - Hospitality Standards Institute

Accomplishments

  • 2021-WA Tourism Awards – Gold, Visitor Servicing
  • 2006-Sales Award Over $1M/Year
  • 2000-Exceptional Customer Service Award - Air New Zealand
  • 2002-Recognition of Excellence – Customer Service Award - Air New Zealand
  • 2003-Put forward for the position of Air New Zealand Link, Airport Manager

Attributes

  • "Thank you for the extra hours you have put in during the last few days, and your incredibly positive attitude. Attitude is everything in this business and even under pressure yours shines through" Ian Welsh, Manager, House of Travel
  • "Jennifer displays absolute determination to remain under control under extreme pressure and retain her smile and decorum. I am always impressed by Jennifer’s ability to deliver to each customer the same special touch" Anne Hunter – Manager – Air New Zealand Link
  • "Jennifer displays warmth, good humour, integrity and a quiet strength and I believe her to be an asset to any company" Anne Hunter – Manager – Air New Zealand Link

References

  • Susan Allan – Tourism Coordinator/Manager Customer Service/Line Manager, Shire of Murray
  • Tracey Johnson – Senior Tourism Officer, Shire of Murray

Drivers Licence

C, Class Western Australian

Timeline

Assistant Manager

Accor - The Sebel
08.2023 - Current

Tourism Officer

Shire of Murray
12.2020 - 08.2023

Senior International Travel Consultant

House of Travel
06.2003 - 04.2010

Dispatch Document Controller/ Passenger Service Officer

Air New Zealand
08.1998 - 06.2003

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Jennifer Vallance