Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Rebecca Dibbs

Curl Curl,NSW

Summary

Energetic sales and customer service agent with strong communication and organisational skills. High emotional intelligence and creative problem-solving abilities. Proven ability to handle diverse customer base, resolve issues, and process transactions promptly and accurately. A forward-thinking professional focused on maximising engagement and customer satisfaction.

Overview

29
29
years of professional experience
1
1
Certification

Work History

Front Office Manager

Q Station Hotel
Manly, NSW
10.2020 - Current
  • Oversee daily front office operations: Manage all front desk activities, including guest check-ins, check-outs, reservations, and handling guest inquiries.
  • Team Leadership & Development: Supervise, train, and mentor front office staff, ensuring a high level of professionalism and service excellence - approx. 20 staff.
  • Guest Satisfaction: Address guest concerns and complaints, resolving issues promptly to maintain high guest satisfaction levels.
  • Revenue Management: Monitor room availability and rates, work closely with the sales and reservations departments to maximize occupancy and revenue.
  • Staff Scheduling/Rostering: Create and manage staff schedules to ensure adequate coverage at all times, while controlling labor costs.
  • Budgeting & Reporting: Assist in developing and managing the front office budget, track expenses, and prepare financial reports.
  • Policy Enforcement: Ensure that hotel policies, procedures, and standards are consistently applied and upheld by all front desk staff.
  • Collaboration with Other Departments: Work closely with housekeeping, maintenance, and other departments to ensure smooth day-to-day operations and guest satisfaction.
  • Handle VIP Guests: Ensure VIP guests and other high-profile visitors receive personalized service and attention.
  • Technology & Systems Management: Oversee the front office systems, including property management systems (PMS), ensuring staff is trained and all systems are functioning efficiently. Responsible for the day-to-day operations of the Front Office when Assistant Manager.
  • Ensure that the highest level of customer satisfaction and 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 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 a 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 levels 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
London

Selling Skills

Australian Travel Training
Sydney

Travel And Tourism

TAFE
Randwick

Skills

  • 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, Opera, protel, Tramada
  • Outstanding interpersonal skills
  • Oral and written communication
  • Workflow Coordination
  • Excellent communication skills
  • Suggestive Selling
  • Account Reconciliation
  • Team Management
  • Relationship Building
  • Reservations assistance
  • Senior leadership support
  • Training and coaching
  • Operational Reporting
  • Listening Skills
  • Emergency Preparedness
  • Good listener
  • Professional and friendly demeanor
  • Self-motivating and high energy with positive outlook
  • Strong work ethic and resilient to high pressure situations
  • Empathetic and caring, a real people person

Certification

  • RSA, First Aid Certificate

Timeline

Front Office Manager

Q Station Hotel
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

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Rebecca Dibbs