Naomi Matula
Banora Point,nsw
Summary
Knowledgeable Guest Service Representative experienced in busy international hotel settings. Driven and dedicated with focus on delivering exemplary service. Skilled multi-tasker successful at meeting performance objectives and helping team members.
Overview
25
25
years of professional experience
Work History
Construction Cleaner
PINNACLE CCS
10.2022 - Current
- Construction Cleaning - Newly built luxury apartments and houses located from Tugun to Surfers Paradise.
- Provided excellent customer service and answered questions related to project timelines.
- Trained and supervised team of construction cleaners.
- Inspected completed projects to meet customer expectations.
- Loaded and carried cleaning materials to various sites on the GC and maintained stock.
Animal Attendant
Animal Welfare League QLD
07.2018 - 10.2022
- Customer Service Duties and Administrative Duties in a highly stressful and emotional environment.
- Directing Volunteers and Carers to their daily duties.
- Administered medications to animals in treatment and documented changes in condition.
- Managed inventory, ordered new supplies and maintained optimal storage to meet expected needs.
- Prepared and administered medications and treatments as prescribed by veterinarian.
- Minimized animal injury risk by monitoring behaviors and eliminating safety hazards.
- Kept animals clean and free of contaminants to promote optimal health.
- Monitored animal health to quickly recognize signs of illness and injury, seeking necessary medical attention.
- Prepared special diets for animals to accommodate specific health conditions and species-specific needs.
- Fed and watered animals to provide necessary nutrients and keep pets healthy.
- Maintained equipment and facility to keep animal care environment and tools in good working order.
- Cleaned animal enclosures maintain clean living spaces for pets and prevent spread of disease.
- Reset procedure rooms between appointments and disinfected equipment.
- Followed pet care instructions for dietary needs and medication regimens.
- Supported animal wellbeing by caring for both physical and mental health needs through strategies such as regular exercise.
- Performed basic wound care and other medical aid, working with veterinarians to handle advanced cases.
- Contributed to client retention by consistently providing outstanding customer service to both clients and pets.
- Trained animals in behavioral compliance or other special routines or commands.
- Assisted with development of animal behavior modification plans.
- Developed and implemented enrichment plans to keep animals healthy and stimulated.
- Educated visitors and staff on proper animal care and handling.
- Kept cages, kennels, play yards, and grooming areas neat and clean.
- Washed, trimmed, and brushed animals to maintain good grooming standards.
Receptionist
Robina Town Centre
02.2012 - 11.2012
- Answered central telephone system and directed calls accordingly.
- Confirmed appointments, communicated with clients, and updated client records.
- Managed multiple tasks and met time-sensitive deadlines.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Kept reception area clean and neat to give visitors positive first impression.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered phone promptly and directed incoming calls to correct offices.
- Maintained visitor log for entering and leaving facility for security purposes.
- Maintained confidentiality of information regarding clients and company.
- Scheduled office meetings and client appointments for staff teams.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
Administration Assistant
Robina Town Centre
07.2011 - 02.2012
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Executed record filing system to improve document organization and management.
- Maintained inventory of office supplies and placed orders.
- Assisted coworkers and staff members with special tasks on daily basis.
Trust Accounts Officer
S8 Resorts
08.2005 - 09.2006
- Company Overview: Based at Equinox Resort (Head Office)
- Working closely with the senior trust accounts officer to assist in balancing 21 resort accounts, reconciliation, completing month end, writing cheques, rolling over month end.
- Speaking on behalf of the trust accounts department in monthly management meetings, implanting new ideas in the general running of the front office to assist front office staff to accurately use the trust account system within the HIS system
- Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
- Generated invoices upon receipt of billing information and tracked collection progress.
- Maintained account accuracy by reviewing and reconciling checks monthly.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
Front Office Manager
S8 Resorts
07.2004 - 07.2005
- Company Overview: Based at Bel Air Resort - Broadbeach
- Overseeing front office staff, scheduling shifts, communicating with the building manager, reservations and accounts officer, property management administration duties.
- Liaising with potential tenants and processing permanent rentals.
- Coached employees through day-to-day work and complex problems.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanour by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Recognized, documented, and advised on removal of hazards.
- Responded to any emergencies as instructed and with utmost efficiency.
Front Office all-rounder
S8 Resorts
01.2003 - 07.2004
- Based at Bel Air Resort, being able to 'float' and assist with general reception duties at all S8 resorts on the Gold Coast. i.e.: Chevron Renaissance, Moroccan, Phoenician, Bel Air, Aruba Beach, Aloha, Equinox, Crown Towers.
Front Office Receptionist
Novotel Beachcomber
05.2002 - 01.2003
- Employed as a front desk all-rounder. Duties included reservations, PABX and reception.
- Answered multi-line phone system and enthusiastically greeted callers.
- Completed late check-ins and directed guests to rooms and facilities.
- Coordinated with vendors for repair and maintenance of hotel.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Learned and adapted quickly to new technology and software applications.
Front Office Management Trainee
Campton Place Hotel
10.2000 - 12.2001
- Company Overview: San Francisco, California
- Employed as a 'front office management trainee' – In a Small Leading Hotel of the World.
- Aiming to learn all departments of a hotel i.e.: reservations, reception, concierge, telephone operator, housekeeping, bell duties and valet parking – 18-month contract.
Front Office All-rounder
Hotel Ambassade
02.2000 - 08.2000
- Company Overview: Amsterdam The Netherlands
- Employed as a front office all-rounder - reservations and reception.
- General front office duties with a high emphasis on guest service and language in order to personalise guest experience.
Education
Construction White Card -
01.2022
Hotel Tourism & Business Administration
Glion International Hotel And Management Institute
Switzerland 01.2000
International Baccalaureate Diploma - undefined
International School of Amsterdam
01.1997
Skills
- Professional appearance
- Basic accounting
- Language proficiency - Fluent in Dutch and English and Basic French and German
- Complaint handling
- Booking coordination
- Automated telephone systems
- Room assignments
- Guest experience enhancement
- Conflict management
- Office management
- Front desk management
- Registration
- Stock replenishment coordination
- Front office support
Languages
Fluent in English and Dutch
Bilingual or Proficient (C2)
french
Intermediate (B1)
German
Upper intermediate (B2)
Personal Information
- Australian
- Dutch
- Date of Birth: 04/03/79
Interests
I enjoy sketching and drawing, which helps improve my creativity and attention to detail Crafting and DIY Projects Food Tourism Adventure Travel Road Trips Gardening Stand-up Paddleboarding (SUP) Enjoying the art of baking and pastry-making, experimenting with recipes Cooking Growing herbs, vegetables, or fruits in home gardens Participating in fundraising events to support local charities, schools, or community projects Offering time and support to shelters for homeless animals
Software
Microsoft office suite
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Construction Cleaner
PINNACLE CCS
10.2022 - Current
Animal Attendant
Animal Welfare League QLD
07.2018 - 10.2022
Receptionist
Robina Town Centre
02.2012 - 11.2012
Administration Assistant
Robina Town Centre
07.2011 - 02.2012
Trust Accounts Officer
S8 Resorts
08.2005 - 09.2006
Front Office Manager
S8 Resorts
07.2004 - 07.2005
Front Office all-rounder
S8 Resorts
01.2003 - 07.2004
Front Office Receptionist
Novotel Beachcomber
05.2002 - 01.2003
Front Office Management Trainee
Campton Place Hotel
10.2000 - 12.2001
Front Office All-rounder
Hotel Ambassade
02.2000 - 08.2000
International Baccalaureate Diploma - undefined
International School of Amsterdam
Construction White Card -
Hotel Tourism & Business Administration
Glion International Hotel And Management Institute
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