Kyle Coghlan
Guest Services/Receptionist
Forest Lodge,NSW
Summary
Driven front Desk Agent highly skilled in managing reservations, arrivals, departures, telephone calls and guest inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication. Warm and friendly individual helps guest in any situation. Enjoys working closely with team members to deliver positive guest experience. Experience as a Front Desk Agent in busy setting, able to work unsupervised.
Overview
14
14
years of professional experience
Work History
Yoga Teacher
Yoga Sanga Teacher Training & Mentoring
02.2004 - 02.2007
- Assessing and planning classes, Teaching yoga Including meditation and breathing practices (Pranayama)
Receptionist and Duty Manager
THE CRESCENT HOTEL
01.2000 - 01.2002
- Reservations and bookings, Taking/making calls, All guest arrival and departures, Following up on guest requirements or needs, Running of front office and admin duties, Use of RMS system
- Streamlined check-in and check-out processes for increased efficiency and reduced wait times.
- Consistently received positive feedback from guests on service quality, contributing to overall boost in hotel reputation.
- Facilitated smooth communication between various hotel departments by relaying pertinent information regarding special requests or potential issues.
- Assisted guests with special requests, such as booking tours or making dinner reservations, to enhance their stay.
- Developed strong relationships with repeat customers, leading to increased loyalty and return visits.
- Contributed to sales efforts by promoting available upgrades or add-on services when appropriate, increasing revenue through upselling opportunities.
- Managed phone lines effectively, directing calls to appropriate departments and taking detailed messages when necessary.
- Coordinated with maintenance staff to address any reported issues in guest rooms or common areas swiftly.
- Balanced cash drawer accurately at end of each shift, ensuring accountability for all transactions processed during work hours.
- Handled guest complaints professionally, calmly working towards satisfactory resolution while maintaining hotel''s reputation for exceptional service.
- Organized transportation arrangements for guests when needed, coordinating with shuttle drivers or reputable taxi services to ensure prompt and reliable travel assistance.
- Collaborated with housekeeping staff to ensure timely room availability and optimal guest experience.
Receptionist
COUNTRY COMFORT HOTEL
01.1999 - 01.2001
- Check ins and check outs, Reservations, Admin duties, Cash handling
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients
- Responded to inquiries from callers seeking information
Sales Assistant
Florsheim Shoes
04.1994 - 02.1996
- Kept up-to-date records of daily sales activities, monitoring progress towards individual goals.
- Trained new hires on company policies, procedures, sales tactics helping them integrate seamlessly into the team.
- Processed transactions accurately while maintaining high level of customer service.
- Participated in ongoing training to stay updated on current products, promotions, and industry trends.
- Managed inventory to ensure optimal stock levels, minimizing overstock and out-of-stock situations.
- Assisted customers in making informed decisions by offering detailed product knowledge and comparisons.
Service Assistant
MYER
10.1992 - 05.1994
- Provided exceptional support for various departments, ensuring smooth daily operations.
- Maintained accurate records of service requests, allowing for better tracking and resolution of issues.
- Developed strong relationships with customers through exceptional communication skills, leading to increased loyalty and repeat business.
- Contributed to positive work environment by actively participating in team meetings and trainings.
- Resolved client inquiries and issues, maintaining high level of professionalism and courtesy.
- Conducted regular inventory checks and restocked items as needed, ensuring product availability for customers.
- Managed customer deliveries and assisted with carrying out orders to promote maximum satisfaction.
- Addressed customer complaints and inquiries to verify satisfaction.
Education
First Aid -
Training Professionals
Sydney, NSW 04.2001 -
Responsible Service of Alcohol -
Access All Areas
04.2001 -
Certificate - Yoga Studies & Teacher Training
Yoga Sanga
Sydney, NSW 04.2001 -
High School Diploma -
Young High
Young, NSW 04.2001 -
Skills
Guest Services
Complaint Handling
Professional Appearance
Property knowledge
Registration processing
Automated telephone systems
Room assignments
Transportation information
Registration
Reservations
Guest arrivals & Departures
Guest bookings
Professional
Further Employment History
Available upon request
Professional Career Summary
- YOGA SANGA TRAINING AND MENTORING PROGRAM in the tradition of T Krishnamcharya and T.K.V Desikachar, credited with the KHYF India & Yoga Australia, assessing and planning classes, teaching to the ability of the students, Including meditation and breathing practices
- THE CRESCENT HOTEL, SYDNEY, Sydney, NSW, Aspi Jussawalla, 2000-2002, Receptionist and Duty Manager, Reservations and bookings, Taking/making calls, All guest arrival and departures, Following up on guest requirements or needs, Running of front office and admin duties, Use of the RMS system
- COUNTRY COMFORT HOTEL, Sydney, NSW, John Sheehan, 1999-2001, Receptionist, Check ins and check outs, Reservations, Admin duties, Cash handling
References
- Michael de Manincor, Owner of the Yoga Institute (Former Yoga Sanga), Sydney, 0417 924 632
- Aspi Jussawalla, The Crescent Hotel, Sydney, (02) 9357 7266
Timeline
Yoga Teacher
Yoga Sanga Teacher Training & Mentoring
02.2004 - 02.2007
First Aid -
Training Professionals
04.2001 -
Responsible Service of Alcohol -
Access All Areas
04.2001 -
Certificate - Yoga Studies & Teacher Training
Yoga Sanga
04.2001 -
High School Diploma -
Young High
04.2001 -
Receptionist and Duty Manager
THE CRESCENT HOTEL
01.2000 - 01.2002
Receptionist
COUNTRY COMFORT HOTEL
01.1999 - 01.2001
Sales Assistant
Florsheim Shoes
04.1994 - 02.1996
Service Assistant
MYER
10.1992 - 05.1994
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