Lily Keegan
Rosewood,QLD
Summary
Several years of experience providing strategic and practical communications: hospitality, reception, care taking and effective customer service. Keen, quick learner with a great attitude. Adept in understanding, anticipating and effectively combining the needs of the task, customer and employer in differing circumstances, tailoring service to meet these needs. Perceptive, resourceful, team oriented. Dedicated to offering exceptional assistance to team members and clients. Great phone manner and written communication skills to spark and maintain customer satisfaction. Energetic and positive, an uplifting addition to any workplace.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Receptionist
The Sovereign Resort Hotel
01.2023 - 12.2023
- Managed an average of 40 incoming calls per shift of inquiries and booking based tasks, as well as in house guest queries for direct help or assistance related to different services offered by resort
- Managed an average of 30+ emails per shift - the majority of which involving responding to incoming rooming requests from online channel managers and government agencies
- Entering guest and booker information within precise parameters to room reservations software OPERA - by Oracle, this is cloud-based property management system (PMS).
- Used OPERA software to check in guests, update guest information and profiles, configure rates in accordance with management specifications, update room inventory, perform end of day procedures, track housekeeping/room status, process payments, part payments and advance deposits.
- Working within large office environment with a team of receptionists and managers, as well as working as the solo receptionist for closing shifts
- Greeting guests and welcoming traveller groups to Resort at front desk, providing tourism information, directions, recommendations, essential resort information and friendly conversation
- Maintaining links of communication between different departments within resort to ensure smooth operation of tasks in accordance with procedures and - eg. Housekeeping, Restaurant, Kitchen, Bottleshop, Bar, Maintenance
- Good knowledge of -Easil- Program, chosen receptionist tasked to design and create advertising posters for resort
- Microsoft suite and cash handling
Mechanical Receptionist
Cooktown Auto Repairs, Cooktown Industries
06.2015 - 04.2016
- Gathered customer and vehicle specs eg. VIN, Registration, Import pates, vehicle history when making appointments to ensure correct part ordering and effective service and repairs
- Took an average of 40 phone calls per day, maintained phone and email communication with customers and provided updates on vehicle's repairs
- Comprehensive use of office equipment - phone system, printing, Automation Program, Vehicle stock related programs
- Used a variety of programs such as Repco's Navigator site, Part supplier websites and direct phone communications to trade centres to order genuine parts, aftermarket parts and also request rebuilding of parts
- Maintained good working relationships with sales teams across the workshop's most frequented parts suppliers such as Repco Cairns, Bursons, NQ Crash, Cooldrive etc.
- Confirmed appointments, communicated with clients, and updated client and vehicle records.
- Strived to get specifics of individual repair requirements and relay this information to customers, detailing the recommended parts and vehicle servicing needed as suggested by mechanics
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Resolved customer problems and complaints.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Created in-depth Quotes for vehicle parts and repairs on request, often also offering this service when appropriate
- Ordered all vehicle parts and also supplies/sundries for workshop
- Entered Invoices, calculated GST and costings to customer invoices
- Created job cards for mechanics, Created invoices for customers and took payment for repairs.
Teacher's Aide
Cooktown State School
02.2022 - 08.2022
- Primary School Teacher's Aide, obtained employment with Cooktown State School at the beginning of Term 1 2021
- Roles included various methods of teacher assistance including: Behavior management and monitoring
- Support with and implementation of student specific academic development
- Monitoring and creation of small group tasks
- Student Testing
- Solo teaching in reading groups
- Daily playground duty
- Classroom setup and maintenance/cleaning, resourcing, printing, laminating, book making and book collection
- Classes worked with were a grade 162 class and a 263 class, also working one on one with students with additional needs including at risk/trauma children and support of ASD within the classroom.
Receptionist
The Seaview Motel
07.2018 - 02.2021
- Reception Level 2
- Generating Bookings within a 3 point booking system
- Greeting Motel guests, providing information on room rates and specials, room facilities and all manner of tourism related inquiries
- Provided a range of tourist information and recommended attractions and services based on guest interest and duration of stay
- Opening and closing procedures of Motel Reception each day
- Worked as the sole receptionist for the duration of each half-day shift
- Cleaning and upkeep of office and office facilities
- Telephone and email booking inquiries, confirmations and general comms with both confirmed and potential guests
- Generating Progressive Weekly report and All Daily Sales Excel spreadsheets.
Head Waitress
The River of Gold Motel, Annan's Restaurant
07.2017 - 09.2017
- Provided fast, effective, friendly and professional waitressing
- Role progressed to Primary role of Head Waitress/Maitre D'
- Clear effective communication with kitchen staff, barman and dinner guests to maintain great table service
- Worked alongside, instructing/supervising and training wait staff
- Regular relief work as solo Bartender
- Wine and drink suggestions, settling checks and writing up dinner bills for each table, closing of till, bar and dining area at the end of each night
- Regular relief work in Motel's reception.
Retail Attendant
The Croc Shop
11.2021 - 02.2022
- Casual Short term employment as shopkeeper in Tourism based Gift and Souvenir shop in Cooktown, Queensland
- General item sales
- Provide useful info and attraction suggestions regarding the cape area to tourism customers
- Stocking shelves
- Tidy and general upkeep of shop
- Open and Close of premises.
Endeavour Passionfruit
April 2017 - January 2018
04.2017 - 01.2018
- Worked at a fast pace rate to meet required quota of fruit product boxed and prepared for transport
- Pattern-Packed Passionfruit by hand according to size and Picked passionfruit according to color
- Prepped boxes, bags and workspace each morning
- Helped to prepare pallets of boxed fresh fruit product to be transported
- Worked alongside farmhands with commitment to a safe and highly prolific workplace
- After season's end, worked as part of team to prepare the new seedlings, potting bags, water drippers and trellaces for the next season.
Cooktown Newsagency
November 2013 - March 2015
11.2013 - 03.2015
- Served as a friendly, hardworking, and punctual employee
- Worked Computerized Till (Point of Sale program), Eftpos
- Assisted in promoting sales - signmaking, helping customers find suitable stationary products
- Shelving and cleaning/general upkeep duties
- Operated Lottery Machine and sale of scratch tickets
- Responsibility of both reorder and return of Magazines.
Education
Queensland Certificate of Education -
Cooktown P-12
01.2014
Certificate II in Visual Arts -
Cairns School of Distance Education
01.2010
Skills
- Reception
- Hospitality
- Retail
- Education
- Farm Work
- Customer Service
- Strong Communication Skills
- Problem Solving Skills
- Adaptability
- Data Entry
- Telephone skills
- Organization skills
- Strives for Quality
- Highly Creative
Certification
- Blue Card Holder, 02/2021, 02/2022
- Responsible Service of Alcohol, Club Training, 02/2021, 02/2022, Nationally Recognized Training
Personal Information
- Place of Birth: Canberra, ACT, Australia
- Date of Birth: 08/14/97
Driving License
C, Open, QLD
Housesitting
2017, 2020, Trusted, experienced House and Pet sitter, highly recommended in local area. Provided a reliable, effective and sought after service to the Cooktown Area. Over a Dozen different clients and numerous jobs over a period of 2 years. Caretaking property and home, caring for pets and livestock - adapting to suit the requirements and wishes of the homeowner.
References
- Rachael Webber, The Sovereign Resort Hotel, rachael.webber@sovereignresort.com.au
- Tegan Diprose, Personal Reference, tegan.diprose@outlook.com, 048205157
- Carol Mcinna, Previously Owner at Cooktown Newsagency, housesitting, 041974457
- Karen Nozle, The Croc Shop Cooktown, 0478787599
- Sandra Cropton, Manager, The Seaview Motel, san9857@yahoo.com.au, 048891091
- Jee Davies, Owner, River of Gold Motel/Annan's Restaurant, info@riverofgoldmotel.com.au, 074095222
- Ruth Mccoombes, The Seaview Motel, ruthmccoombes123@gmail.com, 045893578
- Alison Martin, Principal, Cooktown State School, amart97@eq.edu.au, 0408997011
- Shanae Johnson, Cooktown Auto Repairs, cooktownautorepairs@bigpond.com, 074095933
Hobbies and Interests
- Photography
- Camping, Hiking and bush walking
- Reading and Study
- Painting and Sketch
- Jewellery making and Crafts
- Gardening
- Cooking
Timeline
Receptionist
The Sovereign Resort Hotel
01.2023 - 12.2023
Teacher's Aide
Cooktown State School
02.2022 - 08.2022
Retail Attendant
The Croc Shop
11.2021 - 02.2022
Receptionist
The Seaview Motel
07.2018 - 02.2021
Head Waitress
The River of Gold Motel, Annan's Restaurant
07.2017 - 09.2017
Endeavour Passionfruit
April 2017 - January 2018
04.2017 - 01.2018
Mechanical Receptionist
Cooktown Auto Repairs, Cooktown Industries
06.2015 - 04.2016
Cooktown Newsagency
November 2013 - March 2015
11.2013 - 03.2015
Queensland Certificate of Education -
Cooktown P-12
Certificate II in Visual Arts -
Cairns School of Distance Education
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