Summary
Overview
Work History
Education
Skills
Certification
Skills And Experience
Special Achievements
Voluntary Experience
References
Timeline
Generic

Maddyson Oliveira

FIGTREE

Summary

Personable Guest Services Agent skilled in communicating with guests to provide information, resolve challenges and deliver exceptional service. Well-versed in hotel operations and guest account management illustrated over almost 18 months of industry experience.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Guest Service Agent- Permanent Part Time

Sage Hotel Wollongong
11.2022 - Current
  • Expanded my knowledge using and operating POS systems and cash handling (Opera 5 and Opera Cloud).
  • Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
  • Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
  • Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
  • Streamlined check-in processes for increased efficiency and reduced wait times.
  • Enhanced guest satisfaction by addressing concerns and providing prompt resolutions.
  • Greeted guests upon arrival and offered assistance.
  • Developed strong relationships with repeat customers, fostering loyalty and return visits.
  • Collaborated with housekeeping staff to ensure rooms were prepared and available on time.
  • Acted as liaison between guests and hotel departments to facilitate communication regarding special requests or concerns effectively addressing any issues that arose during their stay.
  • Answered guest inquiries and provided information regarding hotel services and amenities.
  • Maintained a clean and welcoming lobby, ensuring a positive first impression for guests.
  • Assisted guests with check-ins, account inquiries, and any additional services needed.
  • Resolved billing disputes promptly, maintaining professionalism and guest satisfaction throughout the process.
  • Collected room deposits, fees, and payments.
  • Maximized revenue by upselling room upgrades and additional services.
  • Handled cash transactions accurately, balancing daily reports at the end of each shift.
  • Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.

Childcare

Fables on the Mountain
11.2020 - 10.2023
  • Ensure the daily care of every child by following all licensing guidelines and implementing all company standards
  • Help to maintain a fun and interactive classroom that is clean, organised and welcoming
  • Supervise the classroom setting, according to the plans of the room leader when room leader is out of the room
  • Attend all staff meetings and training sessions
  • Prepare morning tea, lunch, afternoon tea and late snack for the children, while modelling table manners.

Cultural Care Au Pair

California
08.2018 - 08.2020
  • Worked/ lived in California with Host Family
  • Responsible for 3 children (2, 7 and 8- at time of starting)
  • Responsible for everyday task with children; school pick up/ drop off, after school activities, playdates during the day
  • Assisting with homework.
  • Enhanced cultural exchange experiences by sharing customs, traditions, and native language with host family members.
  • Collaborated closely with parents to establish consistent routines expectations promoting stability security for their children.
  • Developed strong bonds with host family members resulting in lasting relationships beyond contract term.
  • Maintained open communication with parents regarding their children's progress, needs, and any concerns that arose during the Au Pair placement period.
  • Transported children safely to school, activities and appointments on time.
  • Managed daily schedules effectively, ensuring punctuality for school drop-offs and pick-ups as well as extracurricular activities.

Permanent Part Time Retail Assistant

Jeanswest
09.2013 - 08.2018
  • Assisting store manager with Visual Merchandising change over.
  • Used POS system to process sales, returns, online orders, and gift card activations.
  • Provided efficient customer service by taking the time to help customers
  • Stocked merchandise, clearly labelling items, and arranging according to size or colour.
  • Maintained tidy and organized store environment to comply with cleanliness standards.
  • Interacted with customers proactively, identifying needs and offering suitable product recommendations.
  • Developed communication skills by handling customer enquiries both in-store and over the phone, ensuring their needs and wants were met
  • Enhanced my skills by advising customers on latest fashion trends
  • Greeted customers, helped locate merchandise, and suggested suitable options.
  • Processing and handling inventory; signing off stock deliveries and displaying stock

Education

Diploma -

CHC50113: Diploma of Early Childhood Education And Care
Wollongong
12.2014

High School Diploma -

Figtree High School
12.2013

Skills

  • Guest Services
  • Patience and composure
  • Communication and Sales
  • General Attributes
  • Cash Management
  • Hospitality services
  • Writing and verbal communication
  • Check-in and Check-out Procedures
  • Complaint Handling

Certification

Working With Childrens Check, 10/28/2025, WWC0221760E


Responsible Service of Alcohol, 22/11/2028, CCH11512005

Skills And Experience

  • Completed an overnight Peer Support Camp
  • Babysat for relatives and friends
  • Worked with cash and Eftpos
  • Lived abroad in California

Special Achievements

  • Principals Commendation 2008
  • Year Advisors Award 2008
  • Academic Award 2008 for excellent achievement in year 7
  • Certificate of Participation in 2009 for English Storytelling Competition
  • Bronze Merit Award after receiving numerous awards in 2009
  • Principals Commendation 2010
  • Peer Support Leader 2012
  • Earned my Diploma in Early Childhood Education and Care 2014
  • First Aid Certificate

Voluntary Experience

Child Care, Mount St Thomas PS, 2 weeks, 09/2011

References

  • Hayley Lincoln, Team Leader, Sage Hotel Wollongong, 0412 668 489
  • Nicolette Photopoulos, Previous Room Leader, Fables on the Mountain, 0433 636 165
  • Chris Cleary, Ex Manager, Jeanswest Wollongong, 0410 563 353

Timeline

Guest Service Agent- Permanent Part Time

Sage Hotel Wollongong
11.2022 - Current

Childcare

Fables on the Mountain
11.2020 - 10.2023

Cultural Care Au Pair

California
08.2018 - 08.2020

Permanent Part Time Retail Assistant

Jeanswest
09.2013 - 08.2018

Diploma -

CHC50113: Diploma of Early Childhood Education And Care

High School Diploma -

Figtree High School

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Maddyson Oliveira