Summary
Overview
Work History
Skills
Timeline
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Olivia Ephraim

Wollongong,NSW

Summary

Experienced with managing guest relations and leading service teams to deliver exceptional guest experiences. Utilizes conflict resolution and effective communication to ensure smooth operations and high satisfaction. Track record of fostering positive environment that encourages team collaboration and adaptability.

Overview

9
9
years of professional experience

Work History

Porter / House Person

Adina Hotel
02.2023 - 10.2024
  • Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
  • Collaborated with hotel departments to ensure seamless guest experiences during their stay.
  • Maintained comprehensive knowledge of all hotel offerings and local attractions to provide informed recommendations to visitors.
  • Contributed ideas during management meetings focused on service enhancements, ensuring guest satisfaction remained a top priority for all staff members.
  • Mitigated potential conflicts by proactively identifying areas of concern before they became problematic for guests.
  • Improved guest satisfaction scores with timely responses to special requests for additional mini bar items or replacements.
  • Coordinated with front desk staff to efficiently address guest inquiries or concerns regarding mini bar charges.
  • Implemented effective rotation procedures, minimizing waste due to expired products within the mini bar inventory.
  • Acted as a reliable team player within the housekeeping department, supporting colleagues with additional tasks when necessary to ensure overall success and satisfaction for hotel guests.
  • Supported hotel''s overall appearance by keeping storage rooms clean and well-organized for easy access to inventory.
  • Conducted regular room inspections to verify compliance with housekeeping standards.
  • Communicated repair needs to maintenance staff.
  • Worked with front desk to respond promptly to all guest requests.
  • Maintained a high level of quality control through regular inspections, resulting in consistent adherence to hotel standards.
  • Managed laundry sorting, washing, drying, and ironing.
  • Regularly monitored employees'' adherence to hotel policies and procedures, ensuring consistent application of brand standards across the department.
  • Assisted in recruitment efforts by conducting interviews and making hiring recommendations based on candidate qualifications relevant to the role requirements.
  • Enhanced appearance of public areas, implementing detailed deep-cleaning schedule.
  • Collaborated with front desk to prioritize room cleaning based on guest arrivals and departures, improving overall efficiency.
  • Maintained inventory levels of cleaning supplies and equipment, ensuring no disruptions in daily operations.

Console Operator

United pie face
02.2022 - 12.2022
  • .
  • Maintained a clean and organized station by conducting regular inspections and addressing spills or debris promptly.
  • Supported positive team dynamics among coworkers through effective communication strategies and problem-solving efforts when conflicts arose.
  • Provided helpful information to customers regarding fuel types, pricing, vehicle compatibility issues, or station policies as needed.
  • Contributed to increased sales by effectively promoting in-store merchandise and special offers to customers.
  • Completed daily shift reports accurately detailing sales transactions, inventory changes, equipment issues, or notable events that occurred on site.
  • Processed fuel and merchandise transactions by operating POS system with accuracy.
  • Built trustful relationships with customers to encourage return visits.
  • Maintained/ monitored car wash

Receptionist/Bar Tender

Tuross head country club
07.2020 - 12.2020
  • Facilitated smooth facility access by verifying membership status using check-in systems diligently.
  • Boosted membership retention with exceptional communication skills and personalized attention to members'' needs.
  • Promoted club offerings by engaging members in conversations about available services and programs.
  • Monitored inventory of office supplies regularly, placing orders when necessary to avoid shortages or delays in operations.
  • Developed relationships with local businesses for cross-promotion opportunities that resulted in increased exposure for the Club.
  • Upheld strict adherence to privacy policies while handling sensitive member information.
  • Operated and closed down bar station according to sanitation regulations and safety standards.
  • Maintained knowledge of menu items, liquor brands, beers and non-alcoholic selections to enhance customer experience and expedite service.
  • Assisted with event planning and execution for special occasions held at the venue, creating memorable experiences for guests.
  • Efficiently managed inventory levels, placing orders as needed to ensure product availability.

All Rounder

Bodalla dairy shed
05.2018 - 07.2020


  • Maintained a clean and safe work environment by adhering to health regulations and conducting regular inspections.
  • Increased employee productivity through effective scheduling, task delegation, and performance monitoring.
  • Improved cafe aesthetic appeal with regular maintenance activities and strategic decor updates.
  • Established open communication channels within the team, allowing for prompt resolution of issues and fostering a collaborative work environment.
  • Managed financial transactions accurately, maintaining detailed records for accounting purposes.
  • Trained cafe employees to consistently exceed customers' expectations and provide superior service.
  • Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
  • Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
  • Solved equipment malfunctions swiftly, minimizing downtime and ensuring continuous service.
  • Created seasonal beverage menu, driving increased interest and sales during holiday periods.
  • Provided exceptional customer service, resolving any complaints promptly and maintaining positive reputation.
  • Used POS system to accurately enter orders and process payments.

  • Supported chefs in food preparation tasks such as chopping ingredients, peeling vegetables, and marinating meats.
  • Plated and presented food following chef requirements.
  • Assisted with meal presentation, garnishing dishes, and arranging serving platters to create an appealing visual display.
  • Developed strong time management skills, effectively prioritizing tasks to ensure completion within allocated timeframes.

Cleaner

The whale motor inn
01.2016 - 03.2017


  • Handled equipment, chemicals, and materials properly and with caution.
  • Cleaned and maintained lobbies, offices and other common areas in commercial buildings.
  • Increased customer satisfaction by maintaining clean restrooms and public spaces in a timely manner.
  • Performed deep-cleaning tasks for carpets, upholstery, and window treatments to extend their lifespan and maintain appearance.
  • Developed strong relationships with clients through professionalism and consistent delivery of reliable services tailored to their specific needs.
  • Maintained detailed logs of cleaning schedules and tasks, ensuring accountability and consistency.
  • Maintained high standard of cleanliness in high-traffic areas, contributing to positive first impression for visitors.
  • Sustained cleanliness and order in outdoor areas, making them more inviting for guests and employees.
  • Contributed to team efforts by training new staff on best practices in cleaning and maintenance.
  • Upheld cleanliness standards in kitchen and dining areas, ensuring compliance with health regulations.
  • Followed safety standards and established SOPs when handling, mixing and storing hazardous chemicals.
  • Assisted with special facility events by preparing rooms, installing decorations, and transporting supplies.

Skills

  • fully trained with cash handling
  • Able to use and operate eftpos
  • Excellent customer service
  • Adaptability
  • Up to date knowledge of food hygiene standards
  • Conflict Resolution
  • Team worker
  • Customer awareness/communication
  • highly motivated
  • Thrive in working under pressure and time constraints

Timeline

Porter / House Person

Adina Hotel
02.2023 - 10.2024

Console Operator

United pie face
02.2022 - 12.2022

Receptionist/Bar Tender

Tuross head country club
07.2020 - 12.2020

All Rounder

Bodalla dairy shed
05.2018 - 07.2020

Cleaner

The whale motor inn
01.2016 - 03.2017

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Olivia Ephraim