Selina A'vau
Townsville,QLD
Summary
Proven leader with extensive experience in hospitality and customer service, notably at Hilton Hotels & Resorts. Excelled in enhancing customer satisfaction and loyalty through effective team development and exemplary customer relations. Skilled in time management and health and safety compliance, achieving significant improvements in operational efficiency and guest service standards.
Overview
29
29
years of professional experience
Work History
Duty Manager
Hilton Hotels & Resorts
08.2018 - 03.2024
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
- Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
- Meetings with upper team management to ensure them of hotel operations
Reservation Sales Agent
Lamana Hotel
01.2008 - 07.2018
- Answered incoming phone calls and addressed questions from customers.
- Booking and managing hotel accommodations for guests short and long stay.
- Taking reservation payments from trusted clients, managed at reception, front of house.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
Assistant Housekeeper
Airways Hotel
01.2004 - 05.2004
- Enhanced room cleanliness by thoroughly inspecting and maintaining high standards for all areas of the property.
- Maintained standard procedures for cleaning and developed new methods, to increase efficiency.
- Restocked room supplies such as drinking glasses, soaps, shampoos, writing supplies and minibars.
- Replenished guest room toiletries such as soap, shampoo, and paper products.
- Inspected lobbies, rooms, halls and offices to determine levels of cleanliness.
Receptionist Administrator
RSPCA Papua New Guinea
03.1995 - 06.2002
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Administering simple medications and veterinary injections.
Education
High School Diploma -
Poreporena High School
Port Moresby, Papua New Guinea 12.1990
Skills
- Customer Service
- Customer relations
- Time Management
- New Employee Training
- Health and safety compliance
- Team Development
Accomplishments
Blue Energy Certificate of Attainment. Successfully completed the Australasian Hilton Hotels & Resorts | BRAND TRAIN THE TRAINER
Timeline
Duty Manager
Hilton Hotels & Resorts
08.2018 - 03.2024
Reservation Sales Agent
Lamana Hotel
01.2008 - 07.2018
Assistant Housekeeper
Airways Hotel
01.2004 - 05.2004
Receptionist Administrator
RSPCA Papua New Guinea
03.1995 - 06.2002
High School Diploma -
Poreporena High School
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