Michelle Davie
Clifton Beach,QLD
Summary
Dynamic Front Desk Concierge with proven expertise in guest relations and reservation management honed at Yarra Valley Lodge. Hospitality professional with strong background in customer service and front desk operations, prepared to deliver outstanding guest experiences. Proven ability to manage guest inquiries and reservations effectively. Known for fostering team collaboration and adapting to dynamic environments, ensuring smooth operations and guest satisfaction.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Front Desk Concierge
Yarra Valley Lodge
10.2020 - 03.2022
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Provided knowledgeable recommendations for local attractions, dining options, and transportation services to enhance guest experiences.
- Maintained up-to-date knowledge of hotel policies, procedures, events, promotions, ensuring accurate information was communicated to guests.
- Maintained a clean and organized front desk area, contributing to a welcoming atmosphere for guests.
- Collaborated effectively with team members to maintain smooth operations during peak hours or high occupancy periods.
- Handled guest complaints promptly, ensuring swift resolution and fostering positive relationships with customers.
- Utilized reservation software proficiently to manage bookings and track important guest details accurately.
- Assisted guests with reservations, modifications, and cancellations in a courteous and professional manner.
- Managed phone lines efficiently, directing calls to the appropriate departments or taking messages as needed.
- Developed strong relationships with repeat guests, resulting in increased loyalty and return visits.
- Processed payments accurately, balancing cash drawer at the end of each shift.
- Scheduled and confirmed restaurant reservations for guests.
- Managed check-in and check-out procedures for guests.
- Assisted with luggage handling, valet services and concierge services.
- Coordinated with housekeeping staff to ensure room availability and cleanliness for incoming guests.
- Coordinated group bookings successfully, handling all logistics from reservation confirmation to departure arrangements.
Education
No Degree - Hotel Management Systems
RMIT University
Melbourne, VIC03-2012
Skills
- Team player attitude
- Conflict resolution
- Exceptional communication
- Transportation coordination
- Strong multitasking
- Guest relations
- Calendar management
- Property management software
- Customer service
- Concierge services
- Guest reservation management
- Housekeeping collaboration
- Cash handling experience
- Microsoft office
- Problem-solving skills
- Administrative skills
- Registration processing
- Hospitality service expertise
- POS systems
- Safety and security procedures
- Reservations
- File management
- Automated telephone systems
- Guest amenities
- Reliability
Certification
- RMIT University Opera hotel Systems Management Certificate
- Certified Sales Professional Real Estate Representative
- First Aid Certification
- Cert IV in Youth Work Juvenile Justice.
Timeline
Front Desk Concierge
Yarra Valley Lodge
10.2020 - 03.2022
- RMIT University Opera hotel Systems Management Certificate
- Certified Sales Professional Real Estate Representative
- First Aid Certification
- Cert IV in Youth Work Juvenile Justice.
No Degree - Hotel Management Systems
RMIT University
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