Kiera Ashbourne
Darwin
Summary
I am an ambitious and proactive individual, looking for a new challenge. With extensive experience within the hospitality environment, I have developed a solid understanding of the importance of customer relations and pride myself on my ability to quickly and comfortably build rapport with clients and colleagues. I am accustomed to working in a challenging and ever-changing environment, particularly when dealing with multiple projects and priorities at the same time. Offering keen attention to detail and strong decision- making skills to manage multiple, concurrent tasks.
Overview
10
10
years of professional experience
Work History
Receptionist
Vitina Motel
03.2024 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for guests.
Supervisor
Strahan Beach Tourist Park
11.2023 - 03.2024
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
- Achieved results by working with staff to meet established targets.
- Evaluated customer needs and feedback to drive product and service improvements.
- Developed effective improvement plans in alignment with goals and specifications.
Front Desk Agent
Cradle Mountain Hotel
07.2023 - 11.2023
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Used internal software Opera to process reservations, check-ins and check-outs.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Along with this helped out in housekeeping, restocking trolleys, cleaning bedrooms and bathrooms maintaining a high standard of cleanliness.
Amazon- Administration assistant
Amazon/ JLL
10.2022 - 06.2023
- Within in this role I supported the facilities team services by answering enquiries on a ticket request system, incoming and outgoing mail and courier services, site inspections and daily audits of the building
- I regularly used visitor management systems to check in and check out external visitors and contractors
- I would help support front of house team with events by being their point of contact and relaying all information to make sure the event would run smoothly.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
Hotel Operations Manager
Holiday Inn Express
01.2022 - 10.2022
- I managed a team of ten handling daily operations ensuring the quality, standards and expectations of customers are met
- I conducted monthly department meetings delivering KPI results and promoting high morale to ensure a positive atmosphere and onboarding new starters
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Ensuring compliance with health and safety legislation and that the necessary procedures and documentation were in place
- I facilitated improvement of service by reviewing guest satisfaction results and other data to identify trends and areas for development by communicating, supporting and guiding individuals to understand guest's needs further
- I oversaw annual and monthly finances ensuring the hotel was consistently on target and within the parameters of budgets
- I also managed rotas for all staff members on a monthly basis ensuring all aspects of the hotel were covered.
- Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
Guest Service Manager
Holiday Inn Express
04.2017 - 01.2022
- I supported the front of house team with as their point of contact for all communication, complaints and queries
- I delegated daily workload to the team at relevant stations to ensure smooth running of the hotel
- I arranged bookings for guests, generated quotes and invoices, verified for accuracy and sent out to customers
- I ensured all customer complaints and comments were answered quickly and with a satisfactory outcome
- I managed weekly stocktakes and ordering from suppliers ensuring we adhered to monthly budgets.
- Monitored staff training, scheduling and shift changes.
- Implemented procedures and services to improve hotel services and amenities.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
Guest Service Assistant
Holiday Inn Express
06.2015 - 04.2017
- I assisted with daily operations of reception, bar and waitressing to the highest standard ensuring customer satisfaction
- I would answer customer enquiries via phone and email efficiently, ensuring action was taken on any required bookings
- I trained all new employees on daily procedures to comply with hotel standards
- I regularly used Amadeus software to check people in and out ensuring accurate data entry
- Along with this I would help out our housekeeping team when they were understaffed by stripping the beds, hoovering, cleaning the bathrooms and putting the laundry on.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Provided guests with information on local attractions, restaurant and transportation services to enhance stay.
Sales Assistant
Mia Sposa
03.2015 - 06.2015
- This was valuable work experience where I was able to assist in managing the booking diary and scheduling appointments for customers
- I ensured stock availability for bookings to ensure all appointments were to the highest level of service and followed up with a satisfaction courtesy call.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Helped customers locate products and checked store system for merchandise at other sites.
HR Administrator
Level Up Technology
03.2014 - 03.2015
- Within this role I handled on-boarding processes for newly hired employees, which included distribution of all paper and checking their right to work.
- I supported with employee conflicts with appropriate urgency, following corporate procedures to deliver the best outcome.
- I updated HR database with new employee information, changes in benefits, preview CV's to email over to General Managers for interviews and employee recognition programmes.
- Updated HR database with new employee information, changes in benefits, and other details.
- Administered performance evaluations to provide constructive feedback and identify ideal candidates for promotion.
Education
A Levels - Sociology
Long Road College
Cambridge UK07.2015
GCSE -
Sawston Village College
Cambridge UK09.2013
Skills
- Exceptional communication and interpersonal skills Confidently act as an interface
- Between customers and colleagues delivering professional, friendly and warm service
- Detail-orientated and excellent time management
- High performer in customer service with ability to understand that practices result
- In both customer contentment and dissatisfaction
- Highly motivated and a positive individual with an outgoing personality
- Administrative Operations
- Bookkeeping
- Data Evaluation
- Administrative Support
Timeline
Receptionist
Vitina Motel
03.2024 - Current
Supervisor
Strahan Beach Tourist Park
11.2023 - 03.2024
Front Desk Agent
Cradle Mountain Hotel
07.2023 - 11.2023
Amazon- Administration assistant
Amazon/ JLL
10.2022 - 06.2023
Hotel Operations Manager
Holiday Inn Express
01.2022 - 10.2022
Guest Service Manager
Holiday Inn Express
04.2017 - 01.2022
Guest Service Assistant
Holiday Inn Express
06.2015 - 04.2017
Sales Assistant
Mia Sposa
03.2015 - 06.2015
HR Administrator
Level Up Technology
03.2014 - 03.2015
A Levels - Sociology
Long Road College
GCSE -
Sawston Village College
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