Laura Delaney
Gold Coast,QLD
Summary
- Knowledgeable Guest Service Representative experienced in busy diverse resort settings. Driven and dedicated with focus on delivering exemplary service. Skilled multi-tasker successful at meeting performance objectives and helping team members. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Diligent sales agent with strong background in guest service environments. Adaptable, energetic and customer-oriented individual with exceptional listening skills. Devoted to delivering quality service and exceeding expectations.
- Well-qualified licensed real estate agent with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals. Committed to meeting client needs and surpassing sales quotas. History of satisfying clients and building strong referral pipeline for continuous lead generation.
- Dedicated customer service professional with experience in the banking industry. Solid team player with outgoing, positive demeanour and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Guest Service Agent /Housekeeper Supervisor
Ultiqa Lifestyle & Ultiqa Hotels, Resorts & Developments
Gold Coast, QLD
11.2020 - Current
- Greeted guests upon arrival and offered assistance.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Provided guest assistance, including recommendations for tourist attractions.
- Took reservations over phone and through email, recording guest information and verifying details.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Provided guest assistance and recommendations for tourist attractions.
- Recommended hotel services or amenities that guest may find useful.
- Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
- Maintained consistent positive customer feedback.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Collected room deposits, fees and payments.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Ran reports detailing daily guest numbers, accounting expenses and income and room service usage.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Educated guests on hotel security features and instructed on important information regarding safety processes and procedures.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Kept accounts in balance and ran daily reports to verify totals.
- Ran reports detailing daily actions, including guest numbers, accounting expenses and income and room service usage.
- Assisted guests by furnishing information and directions to various areas of property including casino, gift shop and dining areas.
- Immediately contacted housekeeping staff and maintenance department regarding guest room issues.
- Protected guest valuables with main safe or in individual boxes to maximize security.
- Maintained transaction security by verifying payment cards against identification.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Completed schedules, shift reports and other business documentation.
- Directed team of 12 personnel in busy hotel with 120 rooms.
- Surpassed sales goals by improving service delivery.
- Drove improvements to workflow and room turnover with hands-on, proactive management style.
- Increased employee performance through effective supervision and training.
- Adhered to safety protocols by enforcing proper equipment usage.
- Communicated repair needs to maintenance staff.
- Created and implemented training programs to enhance employee performance.
- Worked with front desk to respond promptly to all guest requests.
- Placed orders for housekeeping supplies and guest toiletries.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Respond to guest complaints and special requests.
- Check rooms and common area to ensure impeccable cleanliness and presentation.
Sales Representative
Central Equity
Gold Coast, QLD
04.2022 - 08.2022
- Increased sales by offering advice on purchases and promoting additional products.
- Achieved monthly sales goals by promoting product benefits and enrolling new clients.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Trained and mentored new sales representatives.
- Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements.
- Increased sales by offering consultation on products and services and applying customer service and upselling techniques.
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Assisted in product placement and visual merchandising, maintaining attractive and inviting appearance.
- Tailored sales approaches and techniques to specific client needs to increase marketing effectiveness.
- Evaluated inventory and delivery needs and optimized strategies to meet customer demands.
- Created professional sales presentations and seminars to effectively demonstrate product features and competitive advantages.
- Implemented marketing strategies and techniques, increasing revenue and customer satisfaction.
- Expanded customer base and boosted profit within product line.
- Boosted brand awareness, implemented promotional campaigns and employed sales tactics as part of territory development.
- Served as liaison for company, clients and referred prospects regarding inquiries, issues, order management, post-sales follow-up and customer relations.
Licensed Real Estate Agent
Kollosche
Gold Coast, QLD
02.2018 - 08.2020
- Advised prospective clients on current market activities.
- Scheduled home viewings with potential buyers.
- Managed real estate transactions from initiation to closing.
- Planned and coordinated open house events.
- Verified documentation accuracy and fund disbursement for sales.
- Maintained database of prospective customers.
- Prepared market analysis statistics and bid presentation for buyers and sellers.
- Met with clients to research cases, collect data, prepare settlement packages and interpret information for daily report generation.
- Marketed real estate successfully to strengthen revenue opportunities.
- Enhanced customer satisfaction ratings by effectively and swiftly resolving issues.
- Expanded new business with implementation of effective networking and marketing strategies and generation of sales collateral.
- Assisted homeowners with relocation and moving services after sale of each home.
- Generated lists for potential property buyers, compatible with budgets and needs.
- Grew client base by acquiring new customers and identifying needs to deliver relevant real estate investments.
- Facilitated closing processes between lender, mortgage companies, buyers and sellers.
- Assisted buyers with finding ideal homes by assessing needs, requirements and budgets.
- Advised and informed prospective clients on current market activities and conditions.
- Interviewed clients and generated lists of potential properties meeting specific requirements from available listings.
- Wrote contracts to outline sales and purchases of properties.
- Verified payment and loan paperwork for property sales by working closely with banks, buyers and sellers.
- Educated clients by delivering explanations of short sales processes, mortgage loan processing and foreclosures.
- Compared recently sold area properties to determine competitive market prices.
- Resolved client concerns related to home purchases to maintain high satisfaction ratings.
- Advised sellers on ways to increase curb appeal and make homes more appealing to potential buyers.
- Liaised between buyers and sellers to establish favourable prices and negotiate contract terms.
- Established positive flow of communication with agents, clients, attorneys and personnel involved in closing transactions.
- Developed new business and managed new and existing clients.
- Negotiated contracts with buyers and sellers to maximize customer savings.
- Collaborated with solicitors, loan officers and agencies to complete property sales and purchases and thoroughly explained all financial requirements and data to potential buyers and sellers.
- Performed competitive market analysis for individual homes.
Sales Representative
Ray White Projects
Gold Coast, QLD
03.2018 - 11.2018
- Created and implemented store displays, promoting sales and growth.
- Generated leads and worked to convert customers
- Converted clients into repeat customers, driving to increase in market share.
- Placed orders and answered customer questions in-person, through email and over phone to maximize customer service.
- Fostered relationships with customers to expand customer base and enhance loyalty and retention.
- Contacted new and existing customers to discuss how specific products could meet needs.
Cryotherapy Technician
Cryoperformance
Robina, QLD
02.2017 - 01.2018
- Used restrictive devices and patient-shielding techniques to minimize patient and staff radiation exposures.
- Assisted patients with personal care, ambulation and general patient care needs.
- Coordinated patient care needs with healthcare team and delivered compassionate assistance with activities of daily living.
- Obtained, inspected and distributed sterile and non-sterile surgical equipment and instruments.
- Explained procedures to patients to reduce anxieties, enhance cooperation and facilitate smooth procedures.
- Aided patients with mobility and activities of daily living.
Customer Service Representative
Commonwealth Bank & Trust Company
Gold Coast, QLD
08.2005 - 10.2006
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assessed customer needs and upsold products and services to maximize sales.
- Documented conversations with customers to track requests, problems and solutions.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Created and implemented process improvements to reduce workloads and bolster callback efficiency.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Set up and activated customer accounts to maintain QA satisfaction levels.
- Delivered service and support to each customer, paving way for future business opportunities.
Education
High School Diploma -
Point Loma High School
San Diego CaliforniaSome College (No Degree) - Sociology
Mesa Community College
San Diego CaliforniaReal Estate License - Real Estate
REIQ
Qld2018
Skills
- Relationship building
- Client relations
- Sales Expertise
- Time Management
- Excellent Written and Verbal Communication
- Computer Proficiency and Microsoft Office
- Strong Communication and Interpersonal Skills
- Negotiation Management
Additional Information
Professional References:
Michael Kollosche - Managing Director Kollosche
0411 188 815
Luke McPhee- Sales Manager Kollosche
0418 241 275
Andrew Lescesin- Former Manager Ultiqa Shearwater Resort
0411 647 624
Craig Wood- CEO Accor Vacation Club
0432 005 010
Neil Singh- Sales Manager Central Equity
0438110128
Caitlin Rosenboom-Ray White Surfers Paradise Project Manager
0412 139 144
Vicki Kohler-Ultiqa Beachhaven Resort Manager
0422 052 605
Personal References:
Marcus Dore-
0416 067 815
Mathew Robinson-
0438 989 169
Lorianna Blaylock-
0418 239 990
Rachel Sullivan-
0419 442 168
Timeline
Sales Representative
Central Equity
04.2022 - 08.2022
Guest Service Agent /Housekeeper Supervisor
Ultiqa Lifestyle & Ultiqa Hotels, Resorts & Developments
11.2020 - Current
Sales Representative
Ray White Projects
03.2018 - 11.2018
Licensed Real Estate Agent
Kollosche
02.2018 - 08.2020
Cryotherapy Technician
Cryoperformance
02.2017 - 01.2018
Customer Service Representative
Commonwealth Bank & Trust Company
08.2005 - 10.2006
High School Diploma -
Point Loma High School
Some College (No Degree) - Sociology
Mesa Community College
Real Estate License - Real Estate
REIQ
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