Madeleine Elburn

Rostered to cover Duty Manager shifts according to Business demands -

• Managing day to day operations
• Addressing and resolving guest issues/complaints
• Supervising and supporting associates to ensure ample guest service and operational needs are met
• Working closely with all hotel departments

Guest Service Agent role +

• Managing and coordinating the Elite member guest experience from pre-arrival, arrival and post-stay
• Full Knowledge of Marriott Bonvoy Loyalty program
• Training/Educating associates and guests on Loyalty benefits
• Forming 1:1 relationships with guests to ensure personalised experience/networking
• Hosting weekly events for Valuable Elite guests
• Escorting guests to their room to ensure satisfaction

• Facilitate guest arrival including greeting, check-in, issuance of keys and confirmation of reservation details
• Answering all guest enquiries about hotel services, facilities and outlet hours of operation in an efficient and timely manner.
• Working closely with housekeeping team to provide upgrades/room moves in an efficient manner.
• Facilitate guest departure including transportation assistance, settling of any guest folios and ascertaining guest satisfaction upon check-out.
• Handling all guest issues and feedback in a discreet manner, tactfully and efficiently, ensuring prompt resolution/compensation for the guest as well as internal follow up.
• Anticipating guest needs and wishes to both avoid potential glitches and provide the guest with a seamless luxury experience.
• Answering incoming calls and responding to guest enquiries
• Working closely and efficiently with all other resort departments to ensure a seamless guest 5 star experience.
• Recommending and booking tours and tourist activities.
• Liaising with guests/colleagues over phone/email in professional and timely manner.

• Greeting and attending to patients needs
• Booking appointments
• Providing administrative support
• Managing scheduling of clinicians diaries
• Training new staff
• Ensuring accurate and efficient billing using cash, credit card, cheque and eft transfer (inc; Medicare + Hicaps)
• Answering and attending to phone calls
• Maintaining inventory and stock orders
• Providing administration support
• Preparing presentations for the clinics numerous patient education sessions
• Handling any issues in a discreet, confidential and efficient manner
• General administrative tasks; filing, scanning
• Liaising with Third Party and Motor Vehicle accident case managers

• Sole care of children at times
• Preparing and cooking meals
• Helping with homework
• Dropping and picking up children from school
• Organising after school and weekend activities
• Bed time routine ( bath, brushing teeth, reading stories)

• Served drinks to patrons including beer, wine, liquors and mixed beverages in an accurate and timely manner.
• Kept bar and restaurant area clean and well stocked.
• Processing payments
• Taking food orders and waiting tables
• Performing inventory and maintaining stock levels
• Providing menu recommendations
• Providing a positive customer experience, established a rapport with patrons, catering to all requests and resolving any issues in a timely manner.