Paula Graham
Wollongong,NSW
Summary
Hospitality professional with 5+ years of experience across gaming, food and beverage, reception, promotions and customer relations roles. Recognised for going above and beyond enhancing guest experiences and applying one hundred percent effort to all tasks and responsibilities given to me.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Receptionist
The Shellharbour Club
09.2023 - Current
- Greeted members and guests professionally and provided a welcoming atmosphere.
- Managed front desk operations, ensuring seamless sign-in procedures.
- Assisted with administrative tasks, including data entry and emails.
- Answered phone calls responding to enquiries and directing calls to appropriate staff.
- Ensuring all sensitive information is handled with discretion while maintaining strict confidentiality standards.
- Trained current and new staff across all reception duties.
- Handled cash and eftpos transactions in person and over the phone.
- Bottle shop sales
- Assisting customers in placing restaurant bookings and reservations to the online website.
- Keeping up to date with all club promotions, products and services.
- Upselling memberships, products and services.
- Handled incoming and outgoing deliveries.
- Having a strong ability and the confidence to assess intoxication and refuse entry if necessary documenting all outcomes in the incident register.
- Open and close shift procedures.
Receptionist
Merrylands RSL Club
11.2020 - 08.2023
- Greeted members and guests professionally and provided friendly, knowledgeable assistance.
- Checking relevant identification ensuring seamless guest sign-in procedures.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Addressed enquiries and complaints resolving issues promptly.
- Assisted with administrative tasks, including data entry and phone management.
- Collaborated with team members to improve workflow efficiency in daily operations.
- Club Promotions Host attending to bingo, raffles and gaming promotions.
- Customer Relations Officer.
- Experienced Gaming Attendant with harm minimisation knowledge.
- Open and close shift procedures.
Food and Beverage Attendant
Parramatta Leagues Club
09.2019 - 03.2020
- Delivered exceptional customer service in a fast-paced food and beverage environment.
- Managed food and beverage orders, ensuring an efficient service even under high-pressure situations, maintaining the highest standards of professionalism.
- Sandwich making and basic cooking.
- Barista duties making great coffees with consistency.
- Cleared, cleaned and wiped tables and chairs to comply with hygiene standards.
- Developed strong relationships with regular customers, leading to increased loyalty and repeat business.
- Open and close shift procedures.
Education
Bachelor of Arts - Foreign Languages Education
Palmerston North Teachers College
New ZealandSkills
- Staff management
- Multitasking
- Problem-solving
- Relationship building
- Time management
- Verbal and written communication
Certification
Responsible Service of Gambling - Expiry 25 April 2028
Responsible Service of Alcohol - Expiry 25 April 2028
Certificate III in Hospitality - Training Services NSW
First Aid Certificate - Expiry 06 November 2026
Superior Customer Service Finalist
Merrylands RSL Employee Awards 2022
Superior Customer Service Finalist For Displaying Excellence In Performance Of Customer Service Presented By Wayne Mar CEO
Timeline
Receptionist
The Shellharbour Club
09.2023 - Current
Receptionist
Merrylands RSL Club
11.2020 - 08.2023
Food and Beverage Attendant
Parramatta Leagues Club
09.2019 - 03.2020
Bachelor of Arts - Foreign Languages Education
Palmerston North Teachers College