KELSEY ROURKE
Wallu,QLD
Summary
Reliable, punctual, able to handle fast-paced work. Proven willingness to take on any task to support the team and help the business succeed. Strong office abilities in relation to Word processing, data based management, budgeting, updating and maintaining policy documents. Maintained organised, clean and safe work areas with diligent attention to important details.
Overview
17
17
years of professional experience
Work History
Assistant Front Office Manager
Ayers Rock Resort
01.2023 - 10.2023
- Interacted with customers by phone, email, or in-person to provide information
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities
- Coached employees through day-to-day work and complex problems
- Trained new-hires on night audit procedures to better service customers
- Creating & updating rosters depending on business needs, staff allocations and staff availability
- Working on Kronos, approving overtime, inputting and updating schedules
- Created & updating Standard Operating Procedures to assist team members in learning processes
- Monitored staff and allocated breaks
- Looking into guest complaints, working with staff and other departments to assist guest concerns and working towards solutions
- Refunding guests due to cancelled tours and advising of alternative to get most out of their stay
- Booking tours with third parties to assist with guests experience
- Covering Night Auditor shifts whenever understaffed.
Acting Night Audit Manager
Ayers Rock Resort
11.2022 - 02.2023
- Improved guest satisfaction by efficiently managing night audit operations and addressing customer concerns promptly.
- Streamlined check-in and check-out processes for faster service, enhancing overall guest experience.
- Ensured accurate financial reporting with thorough end-of-day procedures and reconciliation of all transactions.
- Maintained high levels of security by vigilantly monitoring hotel premises and promptly addressing any safety concerns.
- Collaborated with daytime management to ensure smooth handovers, maintaining continuity in hotel operations.
- Trained new team members in night audit procedures, fostering a consistent approach to service standards across the department.
- Resolved billing discrepancies swiftly and accurately, ensuring timely payments while avoiding potential conflicts with guests.
- Managed nightly room assignments effectively, accommodating special requests when possible for greater guest satisfaction.
Groups Coordinator
Ayers Rock Resort
10.2022 - 01.2023
- Created and distributed departmental reports
- Liaised with Group Leaders to discuss aspects tours, meals and hotel timings
- Liaised with other departments to assist in correct information provided to all teams
- Monitored billings to ensure correct amounts posted as per contracts.
Front Office Supervisor
Ayers Rock Resort
08.2022 - 10.2022
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers
- Dispersed petty cash to employees and collected and managed receipts
- Coached employees through day-to-day work and complex problems
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
Guest Service Agent
Ayers Rock Resort
04.2022 - 08.2022
- Collected room deposits, fees, and payments
- Greeted guests upon arrival and offered assistance
- Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel
- Resolved guest complaints and discrepancies in prompt and courteous manner
- Provided guests with information on local attractions, restaurant and transportation services to enhance stay.
Inbound Customer Service Representative
Australia Post
12.2019 - 10.2021
- Handled technical questions about tracking parcels
- Fielded as many as 50-60 calls per day while maintaining excellent call statistics
- Answered warm calls from individuals interested in Australia Post products and services, capitalizing on opportunities to capture new customers
- Increased per-customer revenue with offer of value-added [Product or Service] opportunities during customer service calls
- Taught customers how to avoid future issues, advising on available tools and alternative strategies for managing different concerns
- Supported specialized requests by connecting customers with expert personnel
- Helped improve processes and products by relaying customer feedback
- Completed inquiries and followed up with customers to share findings and offer solutions
- Resolved customer grievances consistently, collaborating with team members to achieve creative solutions
- Referred unresolved customer grievances to designated departments for further investigation
- Resolved issues based on thorough investigations of concerns.
Receptionist
Adina Hotel
01.2019 - 11.2019
- Welcoming guests to hotel
- Checking in and checking out guests
- Use of billing systems for guests stay
- Counting tills at start and end of shift
- Liaising with Duty Managers about any queries and concerns from and guest
- Advising guests of surrounding area, shops and attractions
- Assisting guest with storing bags
- Answering internal and external emails regarding availability and other queries
- Stocktake of in room mini bars supplies and billing guests accordingly.
Conference and Events Attendant
Adina Hotel
01.2019 - 11.2019
- Safe handling and preparation of food
- Set-up of rooms, per request of client
- Cleaning of rooms and kitchen as end of day duties
- Washing dishes in accordance of Food Safety Standards
- Stocktake of supplies.
School Learning Support Officer
Jerangle Public School
01.2016 - 01.2018
- Assisting students in classroom
- Working 1:1 to deliver literacy program
- Assisting students with toileting
- Assisting teacher/s with classroom activities
- Supervision of students during class breaks
- Initiating games and activities with students
- Preparing resources for student use
- Part of team preparing Individual Learning Plans
- Aware of and follow school procedures
- Attend staff meetings and training
- Safe handling and preparation of food
- Ordering of supplies.
DJ
The Australian Hotel
01.2011 - 01.2012
- Set-Up and Maintenance of Electronic Music System
- Assist with Hotel Closing Procedures
- Resolved customer issues in timely manner while complying with company standards.
Café All Rounder
Kuma Pies And Pastries
01.2011 - 01.2012
- Serving food and Beverages to Customers and Clearing Tables
- Register Operations including Cash handling and Eftpos
- Safe Food Handling and Preparation
- Barista duties including Making Coffee and Cleaning all Coffee Equipment
- Ensuring Cafe is Always kept Tidy and Presentable
- Washing Dishes in Accordance with Food Safety Standards
- Opening and Closing of Store on Regular Basis
- General Cleaning including; Vacuuming, Rubbish Disposal and Dusting.
Store Assistant
INSKI
01.2008 - 01.2010
- Face to Face Customer Service
- Register Operations including Cash Handling and Eftpos Transactions
- Ordering Equipment
- Fitting Customers for Snow Gear
- Ensuring Store is Tidy and Presentable
- Opening and Closing of Store on Regular Basis.
Rounder
Café All, The Lott Foodstore
01.2007 - 01.2009
- Serving Food and Beverages to Customers and Clearing Tables
- Register Operations Including Cash Handling and Eftpos
- Safe Food Handling and Preparation
- Ensuring Cafe was always kept Tidy and Presentable
- Washing Dishes in Accordance with Food Safety Standards
- Opening and Closing of Store on Regular Basis
- General Cleaning including; Vacuuming, Rubbish Disposal, Polishing and Dusting.
Education
Certificate 3 in Customer Engagement -
Institute of Advanced Business
Melbourne, VIC12.2020
Certificate 3 in Education Support -
Western Sydney Institute
Online12.2017
Skills
- Critical thinking
- Customer-service oriented
- Time management
- Skill building
- Excellent work ethic
- Quick learner
- Positive and friendly
References
References can be provided upon request.
Timeline
Assistant Front Office Manager
Ayers Rock Resort
01.2023 - 10.2023
Acting Night Audit Manager
Ayers Rock Resort
11.2022 - 02.2023
Groups Coordinator
Ayers Rock Resort
10.2022 - 01.2023
Front Office Supervisor
Ayers Rock Resort
08.2022 - 10.2022
Guest Service Agent
Ayers Rock Resort
04.2022 - 08.2022
Inbound Customer Service Representative
Australia Post
12.2019 - 10.2021
Receptionist
Adina Hotel
01.2019 - 11.2019
Conference and Events Attendant
Adina Hotel
01.2019 - 11.2019
School Learning Support Officer
Jerangle Public School
01.2016 - 01.2018
DJ
The Australian Hotel
01.2011 - 01.2012
Café All Rounder
Kuma Pies And Pastries
01.2011 - 01.2012
Store Assistant
INSKI
01.2008 - 01.2010
Rounder
Café All, The Lott Foodstore
01.2007 - 01.2009
Certificate 3 in Customer Engagement -
Institute of Advanced Business
Certificate 3 in Education Support -
Western Sydney Institute
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