Rebecca Dibbs
Curl Curl,NSW
Summary
An energetic sales and customer service agent with strong communication skills, high emotional intelligence, excellent organizational, analytical, empathetic and creative skills with an in-depth knowledge of customer service. Proven ability to handle a diverse customer base, resolve problems and process transactions quickly and accurately ensuring increased productivity and efficiency. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and customer satisfaction.
Overview
25
25
years of professional experience
Work History
Guest Services Agent, Assistant Manager, Res Agent
Q Station Hotel (Mawland Group)
Manly, NSW
10.2020 - Current
- Responsible for the day to day operations of the Front Office when Assistant Manager
- Ensure that the highest level of customer satisfaction & service is offered and maintained at all times in relation to welcoming guests to the hotel complex, the transfer, storage and handling of guest luggage and property as well as responding to guest requests for assistance and or information
- Offered hands-on assistance to customers, assessing needs and maintaining knowledge of consumer preferences
- Take initiative to ensure that interactions with customers are positive and productive at all times
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service
- Developed a loyal and highly satisfied customer base through proactive management of customer service strategies
- Monitored security and handled incidents calmly whilst applying knowledge and empowerment to resolve any issues that arise
- Maintained energy and enthusiasm in fast-paced environment
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Work together with trust so that colleagues and management meet the goals of the Hotel
Personal TravelManager
TravelManagers Australia
Curl Curl, NSW
10.2008 - 09.2020
- Own Business - Evaluate, recommend and organise travel plans for leisure and business customers, as well as Group tours
- Deliver the highest level of Customer Service and Care to all clients at all level of business
- Demonstrated respect, friendliness and willingness to assist wherever needed
- Worked flexible hours; night, weekend, and holidays
- Handled challenging situations with ease by actively listenting to customers and handling any concerns quickly
- Identified issues, analyzed information and provided solutions to problems
- Exceeded goals with great work ethic
- Participated in team-building activities to enhance working relationships
- Determine customers needs and preferences, such as schedule/availability and costs to find best value
- Upsold special packages while preparing quotes for potential clients
- Plan and arrange tour packages, excursions, and day trips, flights, accommodation, car hire etc
- Travel advice including details of required documentation, such as passports and visas.
- Give advice about local weather conditions, customs, and attractions
- Visit destinations to get firsthand experience. Visiting hotels, resorts, and restaurants to evaluate the comfort, cleanliness, quality and suitability of the establishment for my clients
- Marketing through social media and monthly newsletters
- Supplier liaison and relations
- Quote conversion
Account Executive, Sales Department
British Airways, Australia
Sydney, NSW
08.1995 - 09.2007
- Serviced Corporate Clients as well as industry partners ie Travel Agents
- Conducted informational trainings and briefings to clients on new features and updated products
- Presented product concepts and offerings to clients based on established specifications and preferences
- Escort travel agents on 'familiarisation' trips to teach them about products and services
- Negotiated pricing for niche markets
- Delivered services to clients to secure additional business and grow revenue streams
- Met and exceeded service level goals by identifying and achieving standards and expectations
- Distributed marketing materials to existing and prospective clients and presented materials to client audiences
- Contacted customers as issues arose to provide prompt resolutions
- Built and strengthened relationships with new and existing accounts to drive revenue growth
- Stayed up-to-date on changing industry and product standards and trends related to accounts
Education
Operational Sales And Marketing
The Institute of Sales And Marketing Management
LondonSelling Skills
Australian Travel Training
SydneyTravel And Tourism
TAFE
RandwickSkills
- Capable of maintaining productivity in fast paced environment, juggling multiple projects simultaneously and problem solving
- Strong knowledge of travel software and computer reservation systems, both airline and hotel - Amadeus trained
- Outstanding interpersonal skills
- Excellent communication skills
- Good listener
- Professional and friendly demeanor
- Self-motivating and high energy with positive outlook
- Work diligently to fix any mistakes and solve problems for unhappy customers
- Strong work ethic and resilient to high pressure situations
- Empathetic and caring, a real people person
- Thrive in busy environment
Timeline
Guest Services Agent, Assistant Manager, Res Agent
Q Station Hotel (Mawland Group)
10.2020 - Current
Personal TravelManager
TravelManagers Australia
10.2008 - 09.2020
Account Executive, Sales Department
British Airways, Australia
08.1995 - 09.2007
Operational Sales And Marketing
The Institute of Sales And Marketing Management
Selling Skills
Australian Travel Training
Travel And Tourism
TAFE