Milly Chase-Smith
Broadbeach,QLD
Summary
Knowledgeable Guest Service Representative experienced in busy hotel settings. Driven and dedicated with focus on delivering exemplary service. Skilled multi-tasker successful at meeting performance objectives and helping team members.
Overview
2
2
years of professional experience
Work History
Guest Services Agent
Sheraton Grand Mirage Resort, Gold Coast
04.2022 - Current
- Greeted guests upon arrival and offered assistance.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Maintained consistent positive customer feedback.
- Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
- Collected room deposits, fees, and payments.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Welcomed guests on arrival, displaying professional and friendly approach.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Answered hotel phones with professionalism and directed calls appropriately.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Processed guest check-ins and check-outs following procedures for fast turnover.
- Maintained neat and orderly front desk and lobby area to uphold hotel standards.
Administrative Assistant
Orbit World Travel
02.2023 - 02.2023
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Assisted in website updates and design,
Education
Bachelor's - Business/Tourism And Hotel Management
Griffith University
Gold Coast, QLD07.2025
High School Diploma -
St Hilda's School
Gold Coast, QLD11.2020
Skills
- Customer Rapport
- Guest Relations
- Team Building and Supervision
- Account Management
- Conflict resolution
- Guest Services Agent Training
- Adaptability and flexibility
- Patience and composure
- Room assignment
- Payment Collection
- Issue Resolution
- Proficient in Microsoft Programs (Word, Excel, Powerpoint, Teams)
- Experienced in use of OPERA PMS
References
Linda Carlson: Gold Coast Managing Director - Orbit World Travel
0467 349 101
linda.carlson@OrbitGoldCoast.com
Jackson Lesley: Manager on Duty - Sheraton Grand Mirage Gold Coast
0478 000 000
J.Lesley@SheratonGoldCoast.com
Timeline
Administrative Assistant
Orbit World Travel
02.2023 - 02.2023
Guest Services Agent
Sheraton Grand Mirage Resort, Gold Coast
04.2022 - Current
Bachelor's - Business/Tourism And Hotel Management
Griffith University
High School Diploma -
St Hilda's School
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