Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lucy Robertson

Carina

Summary

Qualified and highly experienced worker with 25 years of experience in the travel industry covering hospitality, travel and tourism, and retail. Personable, efficient, high-energy individual who is able to build connection and maintain client/guest relations with a diverse population. Thrives and customer satisfaction and positive outcomes for all stakeholders. Highly skilled in sales, verbal and written communication, time management, conflict resolution, customer focus and problem solving, GDS/CRS (Galileo and Amadeus), back-office systems - CCTE (Cross Check Travel Enterprise). Extensive travel experience throughout Australia, America, Europe, Asia and the Pacific. Full references on request

Overview

25
25
years of professional experience

Work History

Director

EDU School Tours
01.2013 - 01.2024
  • Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
  • Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
  • Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
  • Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
  • Optimized staff performance by designing comprehensive training programs tailored to individual needs.
  • Leveraged professional networks and industry knowledge to strengthen client relationships.
  • Negotiated favourable contracts with vendors for reduced costs and improved service quality.
  • Increased company revenue by streamlining processes and implementing cost-saving measures.
  • Navigated company through periods of significant change, maintaining focus on long-term strategic goals.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.

Contracted Travel Agent

Travel by Ange
01.2011 - 01.2013
  • Organized group tours, managing logistics and ensuring a seamless travel experience for all participants.
  • Stayed current on industry trends and destination updates to provide accurate information to clients.
  • Implemented effective time management strategies to balance multiple projects simultaneously while meeting deadlines consistently.
  • Supported clients during their trips by being available 24/7 for any questions or concerns they may have encountered along the way.
  • Created detailed travel reports for clients outlining their trip itinerary, accommodations, transportation arrangements, and activities.
  • Attended industry conferences and networking events regularly to establish valuable connections within the travel community.
  • Advised clients on best practices for international travel such as visa requirements passport processing procedures.
  • Assisted corporate clients with arranging business travels including flights, hotels, ground transportation arrangements.
  • Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
  • Assisted clients with flight changes and cancellations to minimize travel disruptions.
  • Monitored currency exchange rates and advised customers on best time to purchase foreign currency.
  • Recommended travel insurance plans to customers to reduce uncertainty and risk of financial loss.
  • Helped customers with passport and visa applications.
  • Managed customer inquiries via phone calls, emails, or walk-ins efficiently while maintaining professionalism throughout each interaction.
  • Increased repeat business by building strong relationships with clients through excellent customer service.
  • Maintained accurate records of client bookings to ensure proper billing and commission tracking.
  • Maximized revenue by upselling additional services such as insurance, excursions, and upgrades.
  • Conducted thorough research on destinations, accommodations, and attractions to provide well-informed advice to clients.
  • Enhanced client satisfaction by providing personalized travel recommendations and itineraries.

Independent Travel Agent

Travel Counsellors
01.2009 - 01.2011
  • As Above

Travel Agent/ Manager/ Business Development Manager

Jetset Travel
01.2003 - 01.2009
  • As Above

Travel Agent

Walton Upon Thames (London)
01.2001 - 01.2003
  • As Above


Bar Supervisor

Worcester Park Tavern
01.2000 - 01.2001
  • Managed nightly closing duties including reconciling cash registers and preparing deposits while maintaining strict security measures.
  • Developed strong rapport with customers through attentive listening skills, contributing to repeat business.
  • Maintained a clean and organized bar environment to enhance customer experience and streamline service delivery.
  • Resolved customer complaints professionally and efficiently to maintain a positive reputation for the establishment.
  • Closed out cash register and prepared cashier report at close of business.
  • Completed bar opening and closing procedures.
  • Reduced waste and costs by optimizing inventory management and beverage ordering processes.
  • Participated in ongoing professional development opportunities, staying current on industry trends and best practices to drive continuous improvement within the establishment.
  • Adhered to state laws regarding alcoholic beverage services and customer regulations.
  • Promoted responsible alcohol consumption by enforcing house policies regarding age limits and intoxication levels among patrons.
  • Kept detailed inventories and notified management of ordering needs for liquor, beer, wine, and bar supplies.
  • Ensured compliance with local health and safety regulations by conducting regular inspections and addressing issues promptly.
  • Monitored stock levels consistently to ensure adequate supplies during peak times without excessive overstocking.
  • Guaranteed optimal beverage stock by assessing inventory and collaborating with owners for corrective action planning to limit expenses.
  • Created effective employee schedules maintaining coverage at peak times and minimizing labor costs.
  • Upsold daily specials and beverage promotions to exceed daily sales goals.
  • Served consistent portions following recipes and control standards.
  • Monitored food inventory and supplies to prevent waste.
  • Planned routine upkeep of kitchen equipment and facilities for safe and efficient operations.

Bar Attendant/ Supervisor

Taylor’s of Soho
01.1999 - 01.2001
  • As Above

Education

Certificate IV -

Travel and Tourism

VCE - Journalism

Canterbury Girls Secondary College
Canterbury, VIC

Skills

  • Customer Relations
  • Sales
  • Decision-Making
  • Excellent Time Management
  • Cash Handling/EFTPOS/Accounting Skills
  • High Customer Service Standards
  • Exceptional Interpersonal Communication
  • Effective Workflow Management
  • Conflict Resolution
  • MS Office
  • Quality Assurance
  • Product Knowledge
  • Customer/Client Retention
  • Staff Management
  • Enjoys Working Autonomously
  • Attention to Detail and Accuracy
  • Administrative Support
  • Customer Relationship Management Software (CRM)
  • Teamwork and Collaboration

Timeline

Director

EDU School Tours
01.2013 - 01.2024

Contracted Travel Agent

Travel by Ange
01.2011 - 01.2013

Independent Travel Agent

Travel Counsellors
01.2009 - 01.2011

Travel Agent/ Manager/ Business Development Manager

Jetset Travel
01.2003 - 01.2009

Travel Agent

Walton Upon Thames (London)
01.2001 - 01.2003

Bar Supervisor

Worcester Park Tavern
01.2000 - 01.2001

Bar Attendant/ Supervisor

Taylor’s of Soho
01.1999 - 01.2001

Certificate IV -

Travel and Tourism

VCE - Journalism

Canterbury Girls Secondary College

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Lucy Robertson