Samantha White

• Proficient in booking and reservation systems (Rezdy), rostering software (Deputy, Wageloch), website editing (Squarespace), social media management, and Microsoft Office Suite.
• Manage daily operations of tour guides, Penguin Island Visitor Centre, including the reservations department, staff rostering, and ensuring seamless delivery of guest services.
• Respond to guest reviews on Google, TripAdvisor, and OTA platforms, maintaining a professional brand voice and strengthening the company’s online reputation.
• Manage online booking channels including GetYourGuide, Viator, and other OTAs by creating and optimizing tour listings, maintaining accurate pricing and availability, monitoring performance and reviews, and coordinating with operations to maximize sales and deliver seamless guest experiences.
• Developed policies and procedures for the reservations department, ensuring consistency and adherence to brand standards.
• Coordinate group bookings for events or conferences, ensuring a seamless process from inquiry to checkout.
• Assisted in reducing payroll discrepancies by cross-checking scheduled hours against actual hours worked using time sheets.

• Led engaging wildlife tours showcasing dolphins, sea lions, penguins, and local marine life through storytelling and interactive experiences.
• Provided guests with cultural, historical, and ecological insights to enhance understanding of the local environment.
• Ensured visitor safety and comfort during tours while maintaining respect for wildlife and natural habitats.
• Delivered memorable, customer-focused experiences that consistently generated positive feedback and repeat visitors.
• Responded to guest reviews on Google, TripAdvisor, and OTA platforms, maintaining a professional brand voice and strengthening the company’s online reputation.
• Managed online booking channels including GetYourGuide, Viator, and other OTAs by creating and optimizing tour listings, maintaining accurate pricing and availability, monitoring performance and reviews, and coordinating with operations to maximize sales and deliver seamless guest experiences.
• Provided necessary support during docking maneuvers, contributing to successful berthing at various ports.
• Provided excellent customer service during pre-tour interactions such as answering questions via email or phone calls.

• Delivered high-quality service by providing members with detailed product knowledge and tailored solutions.
• Implemented process improvements to streamline customer service operations and enhance efficiency.
• Managed complex member queries with professionalism, particularly during peak demand periods.
• Maintained accurate records of member interactions, ensuring compliance with privacy regulations and effective tracking of concerns or complaints.

Gym Receptionist Duties

• Delivered friendly and professional front-of-house service, welcoming members and assisting with enquiries.
• Managed membership sign-ups, renewals, and payments while maintaining accurate records.
• Handled bookings for classes and facilities, ensuring smooth scheduling and customer satisfaction.
• Supported daily operations including phone, email, and face-to-face communication.

Swimming Instructor Duties

• Planned and conducted swimming lessons for children and adults, tailoring sessions to varying abilities.
• Ensured participant safety by maintaining vigilant supervision and adhering to aquatic safety standards.
• Taught swimming techniques, water confidence, and lifesaving skills in an engaging and supportive manner.
• Monitored progress, provided feedback, and encouraged skill development to build confidence in the water.