MARIA OLIVEIRA
St Kilda,Melbourne
Summary
.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.
Overview
4
4
years of professional experience
Work History
Reception Lead
Selina St. Kilda
02.2024 - 05.2024
- Oversaw all aspects of guest services, ensuring a welcoming and seamless experience from check-in to checkout
- Managed guest inquiries and concerns, resolving issues promptly to ensure guest satisfaction
- Coordinated front desk operations, including managing reservations, room assignments, and occupancy levels
- Demonstrated proficiency in using front desk software and systems to facilitate smooth operations
- Fostered effective communication and collaboration with other departments to meet guest needs and resolve issues
- Cultivated strong relationships with local attractions and businesses to provide guests with valuable information and recommendations
- Implemented standardized work procedures, ensuring consistency in operations while maximizing efficiency.
Internship Experience - Hostel Operations - Selina St. Kilda
Selina
06.2023 - 12.2023
- Supported budget management activities by recording financial transactions and preparing reports
- Assisted with payroll processing and managed invoices and bills
- Ensured high standards of cleanliness and hygiene by maintaining guest rooms and common areas
- Responded promptly to guest requests for housekeeping services and supervised housekeeping staff
- Provided exceptional customer service by greeting guests, managing reservations, and assisting with check-in/check-out procedures
- Addressed guest inquiries and complaints promptly and effectively
- Operated front desk software and systems proficiently to ensure smooth operations
- Delivered prompt and courteous service to guests, taking orders and processing transactions
- Maintained cleanliness and hygiene standards in F&B areas to uphold guest satisfaction.
Camp Counsellor and Outdoor Education Facilitor
Olympia Sports Camp Canada
06.2022 - 09.2022
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Carried out day-to-day duties accurately and efficiently
- Demonstrated respect, friendliness and willingness to help wherever needed
- Worked flexible hours; night, weekend, and holiday shifts.
Recepcionist
University College Birmingham
01.2022 - 05.2022
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
- Kept reception area clean and neat to give visitors a positive first impression
- Confirmed appointments, communicated with clients and updated client records
- Answered central telephone system and directed calls accordingly.
Placement - Intern Job
Greenwich Country Club
02.2020 - 02.2021
- Collaborated in professional team to solve workflow issues
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction
- Maintained composure and work quality while under stress
- Maintained high personal grooming standards and uniform presentation
- Trained a team of 7 new staff members on company policies and procedures.
Food and Beverage Assistant
Greenwich Country Club, USA
02.2020 - 01.2021
- Set and enforced performance and service standards to keep a consistent, high-quality environment devoted to customer satisfaction
- Supported and assisted team members in handling guest inquiries and requests and in resolving guest complaints
- Managed a team of 3 employees, overseeing the training and professional growth of the employees.
Education
Bachelor of Arts - Hospitality And Tourism Management
University College Birmingham
Birmingham 06.2022
Skills
- Leadership
- Time Management
- Team work
- Adaptability
- Critical Thinking
- Willing to learn
- Resilience
- Microsoft Word
Languages
Portuguese
Native or Bilingual
English
Full Professional
Activities
- Open and managed a volleyball Society at University College Birmingham
- Guided tours through Birmingham to freshers at University
Timeline
Reception Lead
Selina St. Kilda
02.2024 - 05.2024
Internship Experience - Hostel Operations - Selina St. Kilda
Selina
06.2023 - 12.2023
Camp Counsellor and Outdoor Education Facilitor
Olympia Sports Camp Canada
06.2022 - 09.2022
Recepcionist
University College Birmingham
01.2022 - 05.2022
Placement - Intern Job
Greenwich Country Club
02.2020 - 02.2021
Food and Beverage Assistant
Greenwich Country Club, USA
02.2020 - 01.2021
Bachelor of Arts - Hospitality And Tourism Management
University College Birmingham
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