Melekoula Mafi
Marrickville,NSW
Summary
Dynamic Guest Service Representative with a proven track record at Aerocare, excelling in customer service and complaint resolution. Recognized for enhancing guest experiences through effective communication and attention to detail, fostering loyalty among VIP guests. Proficient in reservation processing and adept at multitasking in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Guest Service Representative
Aerocare
08.2012 - 06.2018
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Front line guest services, checking in and boarding flights
- Guest service within the Virgin lounge with VIP and Priority Guests
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
- Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay.
- Participated in ongoing training programs to stay current on industry trends, best practices, and emerging technologies affecting the hospitality sector.
- Assisted in emergency situations as required while adhering strictly to safety protocols.
- Streamlined check-in and check-out processes for increased efficiency and guest convenience.
Customer Service Representative
Pacific and Hip Hop Tees
02.2008 - 09.2009
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Education
Diploma Travel And Tourism - Travel And Tourism
Canberra Institute of Studies
Canberra03.2012
Certificate III - Tourism And Hospitality
Crown Institute of Studies
Auckland NZ03.2011
Year 7- Year 13 - School
Mt Albert Grammar School
Mt Albert, Nz 10.2009
Skills
- Customer service
- Computer skills
- Guest accommodations
- Detail-oriented
- Guest relations
- Flexible schedule
- Data entry proficiency
- Complaint handling
- Guest orientation
- Documentation and reporting
- Reservation processing
- Inventory monitoring
- Verbal and written communication
- Tourism industry insight
- Check-in coordination
- Language proficiency
- Clear communication
- Multitasking Abilities
- Guest experiences
- Organizational skills
- Teamwork and collaboration
- Active listening
- Multitasking
- Attention to detail
- Teamwork
- Time management
- Excellent communication
- Office administration
- Interpersonal skills
Timeline
Guest Service Representative
Aerocare
08.2012 - 06.2018
Customer Service Representative
Pacific and Hip Hop Tees
02.2008 - 09.2009
Diploma Travel And Tourism - Travel And Tourism
Canberra Institute of Studies
Certificate III - Tourism And Hospitality
Crown Institute of Studies
Year 7- Year 13 - School
Mt Albert Grammar School
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