Summary
Overview
Work History
Education
Skills
References
Customerserviceexperience
Additionalskillstraining
Timeline
Generic

KASSANDRA TOWNHILL

Summary

Results-driven Visitor Services Officer with a passion for delivering exceptional visitor experiences.

Articulate, enthusiastic and results-oriented, committed to continuous learning and professional development in the tourism sector in order to improve customer experience and satisfaction and drive positive outcomes.

Possessing strong organizational and leadership skills, ensuring high standards of service are maintained and delivered consistently and in accordance with regulatory compliance guidelines.

Previous demonstrated experience and proficiency in leading teams to achieve desirable outcomes.

Skilled in staff mentoring and training, optimizing workflows, and implementing cost-saving measures without compromising quality. Promotes overall customer satisfaction through effective scheduling, staff management and supervision, inventory control and resource allocation, further education and training.

Excellent communication, leadership, and problem-solving skills ensuring smooth operational delivery and team cohesion. Experienced in fast-paced environments and adaptable to last-minute changes. Motivated to maintain customer satisfaction and contribute to company success.

Overview

20
20
years of professional experience

Work History

EXECUTIVE HOUSEKEEPING MANAGER

Jazz Corner Hotel
07.2019 - 12.2019
  • Morning allocation of staff duties
  • Morning departmental briefing with reception, duty manager, hotel manager
  • Team management/training/development
  • Conducted candidate interviews.
  • Developed roster schedules according to operational needs.
  • Managed payroll entries.
  • Executed effective cost management strategies.
  • Ensured timely check and release of arrival rooms.
  • Process lost property
  • Log/report maintenance issues
  • Stock management/ordering: Linen: minibar: room amenities
  • OH&S Compliance
  • Finalized daily close procedures.

ASSISTANT HOUSEKEEPING MANAGER

Adelphi Hotel
01.2015 - 12.2019
  • Allocation of staff duties
  • Briefing with Duty Manager re; room movements and guest requests
  • Daily team briefing; workplace health and safety
  • Team management motivation and mentoring
  • Check/prep/release arrival/site inspection rooms
  • Log/report maintenance issues
  • Process lost property
  • Stock budget management/ordering: Linen: minibar: room amenities
  • Room attendant/public area duties
  • Mini bar in room restock
  • Laundry duties
  • Payroll entry
  • End of day reports/ handover

VISITOR SERVICES OFFICER

Uluru Kata Tjuta National Park
11.2023 - 10.2024
  • Greeted and welcomed visitors to the site, providing information about the facility and its services.
  • Provide Visitor and safety information regarding park activities
  • Managed the daily operations of the information desk
  • Set up and Maintenance of audio, audiovisual and static displays
  • Delivering daily Cultural Presentation talks
  • Answered incoming phone calls and emails promptly and courteously.
  • Restocking of Visitor guides and maps, preparing information packs and children's activity booklets
  • Updated signage throughout the facility to ensure accuracy of information provided.
  • Responding to and logging incident reports/ ECD response
  • Provided assistance with purchasing tickets for events and activities. Processed payments accurately and efficiently using cash register systems.
  • Maintained accurate records of visitor attendance data. Monitor visitors' compliance with establishment/ park regulations and safety practices. Adherence and enforcement of WHS practices
  • Assisted in administering first aid when necessary.

ROOM ATTENDANT/TURNDOWN/SUPERVISOR

Longitude 131
03.2022 - 01.2024
  • Engaged in daily briefings with both the reception team and duty manager.
  • Led team effectively to achieve project goals
  • Managed pre-shift preparation and restocking of necessary equipment.
  • Ensured cleanliness and readiness of rooms for new arrivals and in-house guests.
  • Performed routine sanitization and cleaning tasks, ensuring cleanliness of employee and visitor facilities.
  • Replenished guest mini bar supplies.
  • Communicated with relevant departments to resolve maintenance concerns promptly.
  • Fostered a positive and motivating work environment, leading to an increase in team morale.
  • Trained new employees on company policies, job duties, and performance expectations
  • Monitored employee productivity levels on a regular basis to identify areas of improvement in order to provide constructive feedback and coaching
  • Managed stock levels efficiently.
  • Managed and co-ordinated laundry operations.
  • Maintained adherence to occupational health and safety regulations.

HOUSEKEEPING SUPERVISOR

Voyages
01.2021 - 01.2022
  • Consult with reception staff, duty manager, hotel manager
  • Team management motivation and mentoring
  • Checking and returning arrival rooms on time
  • Room inspection preparation
  • Log/report maintenance issues
  • Process lost property
  • Stock management
  • OH&S Compliance
  • Room attendant duties
  • Maintaining public areas
  • Laundry duties
  • End of day reports/ closing

ROOM ATTENDANT/ /SUPERVISOR/2IC

Australian Hospitality Service: Mantra On The Park/Adina/Ovolo
12.2010 - 12.2013
  • Allocation of staff duties
  • Check and release arrival rooms on time, to standard
  • Room inspection preparation
  • Log/report maintenance issues
  • Process lost property
  • Stock management: distribution
  • Room attendant duties
  • Mini bar attendant
  • Laundry duties: collection/sort for dispatch and onsite laundering
  • End of day reports/handover
  • Hotel pre-open cleaning and detailing
  • Morning allocation of staff duties
  • Consult with duty manager regarding specific requests
  • Team management, motivation, and mentoring
  • Coordination of houseman duties
  • Stock management and distribution
  • Delivery of arrival rooms on time
  • Maintaining adherence to standard and quality
  • Mini bar
  • Log/report maintenance issues
  • Process lost property
  • OH&S Compliance
  • Rostering
  • Timesheet approval, payroll entry
  • End of day reports/handover

ROOM ATTENDANT

Quest: Royal Gardens
01.2006 - 12.2010
  • Cleaning departure/arrival rooms
  • Maintaining in house guest rooms
  • Replenishing guest amenities
  • Reporting maintenance issues
  • Restocking linen carts
  • General cleaning duties

ROOM ATTENDANT

Eden on the Park
01.2005 - 12.2005
  • Cleaning departure rooms for new arrivals
  • Servicing of in-house guest rooms
  • Reporting maintenance issues
  • Maintaining public areas

Education

UKTNP: Knowledge For Tour Guides Accreditation -

01.2025

HLTAID011 - Provide First Aid -

01.2024

EMERGENCY FIRST AID RESPONSE IN AN EDUCATION & CARE SETTING -

01.2021

TESOL CERTIFICATE 120 HOURS -

01.2021

Skills

  • Knowledge For Tour Guides Accreditation
  • Emergency Response Radio Training
  • Snake catcher licence
  • Reptile Husbandry
  • Animal Care
  • First Aid
  • Cardiopulmonary Resuscitation
  • Basic Emergency Life Support
  • Emergency First Aid Response in an Education & Care Setting
  • TESOL Certificate
  • Classroom Behavior Management
  • Grammar for English Language Teachers

References

  • Steve Baldwin, 0408 824 179
  • Lauren Schroeder, 0413 637 970
  • Lou Lanyon, 0418 339 557
  • Frances Pulpil, 0404 796 119
  • Julie-Anne Porter, 0412 048 098
  • Catherine Ashmore, 0402 092 263

Customerserviceexperience

  • Tour Guide, Melbourne Zoo, 01/01/06, 12/31/08
  • Cashier, United Airport Parking, 01/01/04, 12/31/05
  • Cashier, McDonald's, 01/01/02, 12/31/03
  • Cashier, Coles Supermarket, 01/01/99, 12/31/00

Additionalskillstraining

  • UKTNP: Knowledge For Tour Guides Accreditation, 2024
  • Emergency Response Radio Training, 2024
  • Snake catcher licence (VIC), 2008
  • Reptile Husbandry, 2008
  • S.O.A. Animal Care, 2004
  • HLTAID011 - Provide First Aid, 2024
  • Emergency First Aid Response in an Education & Care Setting, 2021
  • TESOL Certificate 120 Hours, 2020
  • Sensory Explained Simply: Early Childhood Edition, 2020
  • Classroom Behavior Management, 2020
  • Grammar for English Language Teachers, 2020
  • Australian Drivers Licence, 1998 - Current

Timeline

VISITOR SERVICES OFFICER

Uluru Kata Tjuta National Park
11.2023 - 10.2024

ROOM ATTENDANT/TURNDOWN/SUPERVISOR

Longitude 131
03.2022 - 01.2024

HOUSEKEEPING SUPERVISOR

Voyages
01.2021 - 01.2022

EXECUTIVE HOUSEKEEPING MANAGER

Jazz Corner Hotel
07.2019 - 12.2019

ASSISTANT HOUSEKEEPING MANAGER

Adelphi Hotel
01.2015 - 12.2019

ROOM ATTENDANT/ /SUPERVISOR/2IC

Australian Hospitality Service: Mantra On The Park/Adina/Ovolo
12.2010 - 12.2013

ROOM ATTENDANT

Quest: Royal Gardens
01.2006 - 12.2010

ROOM ATTENDANT

Eden on the Park
01.2005 - 12.2005

UKTNP: Knowledge For Tour Guides Accreditation -

HLTAID011 - Provide First Aid -

EMERGENCY FIRST AID RESPONSE IN AN EDUCATION & CARE SETTING -

TESOL CERTIFICATE 120 HOURS -

Similar Profiles

CREATE PROFILE
KASSANDRA TOWNHILL