Marlo Tuck
Tallangatta,VIC
Summary
Dedicated professional with extensive experience in guest services and front desk operations. Proven track record of enhancing guest satisfaction through effective communication and problem-solving skills. Proficient in managing RMS reservations and addressing inquiries efficiently. Committed to delivering exceptional customer service and creating a welcoming atmosphere.
Overview
1
1
Language
6
6
years of professional experience
Work History
Guest Service Representative
The Regional Accommodation Group
Albury
03.2024 - Current
- Streamlined check-in and check-out procedures to enhance guest experience.
- Managed reservations through property management software RMS to improve operational efficiency.
- Managed incoming calls to effectively address guest inquiries and streamline booking process. from guests seeking reservations or general information.
- Addressed guest inquiries and provided information on local attractions.
- Coordinated special requests, such as wake-up calls and extra bedding, to ensure guest comfort.
- Handled payment processing, ensuring accurate receipts and change for customers.
- Maintained accurate transaction records within hotel software system.
- Resolved customer complaints swiftly, enhancing guest satisfaction and maintaining service standards.
- Resolved guest complaints in a professional manner.
- Collaborated with team members to enhance overall guest experience consistently.
- Built strong relationships with employees to foster a collaborative work environment.
Receptionist
The Jones Group
Albury
02.2020 - 03.2024
- Managed front desk operations and welcomed visitors with professionalism.
- Handled incoming calls and directed them to appropriate staff members.
- Assisted clients with inquiries and provided information about services offered.
- Provided excellent customer service at all times while interacting with both internal and external customers.
- Maintained a clean and organized reception area to enhance visitor experience.
- Organized and tracked reservations in CMS system
- Updated and recorded customer or client information to maintain accounts.
- Performed data entry tasks into various computer systems accurately and promptly.
- Provided administrative support to staff members by typing letters, filing documents, and scanning and copying documents.
Education
Some College (No Degree) - Administration
The Centre For Continuing Education
Wodonga12-2019
Skills
- Property management software
- Reservations management
- Reservation management
- Front desk operations
- Check-in coordination
- Room reservations
- Guest accommodations
- Guest orientation
- Guest relations
- Customer relationship management
- Payment processing
- Cash handling experience
- Financial transactions
- Operational efficiency
- Guest complaint resolution
- Issue resolution
- Customer service
- Customer service
- Communication skills
- Effective communication
- Attention to detail
- Detail-oriented
- Data entry
- Time management
- Organizational skills
- Administrative assistance
- Office support
- Event planning
- Hospitality experience
- Food service support
- Shift change management
- Relationship building
- Conflict resolution
- Problem solving
- Problem solving
- Organizational skills
- Room reservations
- Guest engagement planning
- Hospitality experience
- Food service support
- Guest orientation
Languages
English
Professional
Timeline
Guest Service Representative
The Regional Accommodation Group
03.2024 - Current
Receptionist
The Jones Group
02.2020 - 03.2024
Some College (No Degree) - Administration
The Centre For Continuing Education