Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Melody Toms

Cronulla

Summary

Personable and dedicated, with solid understanding of customer service and hospitality. Demonstrates expertise in conflict resolution and operational management. Committed to enhancing guest experiences and driving team efficiency.

Experienced with front desk auditing, ensuring accuracy and compliance in financial records. Utilizes exceptional organizational skills to manage daily operations efficiently. Knowledge of key hospitality software and customer service best practises.

Overview

2023
2023
years of professional experience

Work History

Hospitality

Zimzala Restaurant
  • Provided exceptional hospitality by greeting guests warmly upon arrival and offering assistance throughout their visit.
  • Directed wait staff and kitchen personnel in customer-focused retail and hospitality operations, fielding concerns and adapting to clientele requests.
  • Delivered outstanding hospitality by anticipating guest needs and proactively offering assistance.
  • Set up dining room to promote welcoming environment and meet or exceed hospitality and service standards.
  • Built rapport with guests through friendly interactions, fostering an atmosphere of warmth and hospitality at each event.
  • Cultivated a welcoming environment for visitors by creating comprehensive guest follow-up procedures and hospitality initiatives.

Hospitality Worker

The Nuns Pool
03.2021 - 02.2023


  • Prepared food and beverages and verified adherence of quality and safe food-handling standards.
  • Collaborated with team members to consistently deliver high-quality service in a fast-paced environment.
  • Delivered excellent customer service to support company reputation and patron satisfaction.
  • Handled guest complaints professionally, resolving issues quickly to promote positive experiences.
  • Trained new staff members on proper customer service and hospitality policies.
  • Implemented effective time management strategies during high-volume periods which resulted in reduced wait times and increased guest satisfaction.

Guest Service Representative

Metro Hotel Miranda
01.2017 - 02.2020
  • Assisted guests with reservation modifications, resolving any issues promptly and professionally.
  • Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
  • Developed strong rapport with returning guests to foster loyalty and repeat business.
  • Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
  • Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay.
  • Maintained detailed knowledge of hotel amenities, services, policies, and procedures to provide accurate information to guests.
  • Assisted in emergency situations as required while adhering strictly to safety protocols.
  • Provided personalized recommendations for local attractions, dining options, and transportation services based on guest preferences.
  • Implemented upselling strategies during check-in process to maximize revenue opportunities without compromising guest satisfaction levels.
  • Updated guest records with accuracy, ensuring personal preferences were noted for future visits.
  • Coordinated with housekeeping and maintenance to address room issues quickly, enhancing guest comfort.
  • Participated in weekly team meetings to discuss service enhancements and resolve operational issues.
  • Handled emergency situations with composure, ensuring guest safety and minimal disruption.
  • Conducted regular inventory checks of front desk supplies to prevent shortages.
  • Maintained high level of professionalism and discretion when dealing with guests.
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
  • Upheld hotel policies and procedures by providing high level of customer service.

Foster Care Provider

Department of Social Services
11.2012 - 10.2016
  • Maintained open communication with caseworkers and support teams to ensure that the needs of each child were being met effectively.
  • Managed daily routines and schedules, fostering consistency and stability in the lives of foster children.
  • Participated in ongoing training opportunities to stay current on best practices in foster care provision.
  • Cared for medically fragile children in need of extensive support.
  • Maintained accurate records of foster children''s progress, including medical appointments, medications, school achievements, and behavioral issues.
  • Offered extensive care to troubled older children without likelihood of adoption.
  • Assisted children through recovery from difficult home or school situations.
  • Implemented creative problem-solving techniques to address challenging behaviors exhibited by some foster children while maintaining a supportive atmosphere within the home setting.
  • Advocated on behalf of each child in court hearings as necessary.
  • Coordinated with therapists, counselors, and other professionals to create individualized plans for each child''s development.

Education

Remedial Massage Therapy

TAFE NSW
NSW
10.2024

Counseling Psychology

Curtin University
Perth, WA
2014

General Schooling -

Endeavour Sports High School
Caringbah
2006

High School -

Nowra Christian Community School
Nowra, NSW
2002

Skills

  • Hotel services and hospitality
  • Hospitality and service industry background

References

Kim Camilerri, previous owner of Nuns Pool and current employer: 0425 205 079

Simon Wanstall, previous manager of Metro Hotel Miranda and Metro Hotel Newport: 0408 248 712

Katherine, colleague at Metro Miranda and personal friend: 0406 133 175

Marie Lee, personal reference and personal financial advisor: 0438 107 016

Timeline

Hospitality Worker

The Nuns Pool
03.2021 - 02.2023

Guest Service Representative

Metro Hotel Miranda
01.2017 - 02.2020

Foster Care Provider

Department of Social Services
11.2012 - 10.2016

Hospitality

Zimzala Restaurant

Remedial Massage Therapy

TAFE NSW

Counseling Psychology

Curtin University

General Schooling -

Endeavour Sports High School

High School -

Nowra Christian Community School

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Melody Toms