Sharon Skelton
Summary
Looking for my next adventure!
My main objectives are:
- To be multi-skilled employee
- To be a valued team member
- To be proud of my workplace
I have a wide career skill set. I have work experience from the Tourism, Retail and Hospitality industry.
Using my skills and work experience I have travelled extensively all over Australia, New Zealand and Canada. Had amazing opportunities working for Casinos, 5 star establishments, Island resorts, theme parks, Cruise vessels and at many National and Iconic tourism locations.
I'm a friendly and approachable young woman who has a happy deposition towards life. My nicknames are Shaz and Smiley.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Guest Service Representative
Reef Information Visitor Centre
Cairns
06.2023 - Current
- Welcomed guests on arrival, displaying professional and friendly approach.
- Answered tour desk and hotel phones with professionalism and directed calls appropriately
- Customer assistance with tour planning that includes determining destinations, transport, dates, and accommodation requirements
- Front Desk duties associated with the checking in and out of guests in the apartments, bookings, enquiries and taking payment for Cairns Private Apartments
- Managing customer inquiries and booking local Cairns and Port Douglas based tours
- Providing guests with local knowledge, travel brochures and publications
- Virtual merchandising of local shop, daily cleaning tasks and ordering of brochures
- Speaking with local tourism business Representatives and keeping up to date with products, prices and events.
Reservations Agent
Reef Unlimited
Cairns, QLD
11.2022 - 06.2023
- Managed high call volume with exceptional attention to detail, resulting in fewer booking errors and cancellations.
- Developed strong relationships with local travel agents, tour leaders and industry personnel, leading to increased referral business and repeat bookings.
- Provided customers with information about availability and pricing for 7 local sub-companies.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Handled high volume level of email for 5 different local sub-companies.
- Booked and took F.I.T and Agent payments for all 7 sub-companies. Emailed invoices and balanced accounts at the end of each day.
Guest Service Agent
Cooinda Lodge Kakadu
Cooinda, NT
03.2021 - 10.2022
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Collected room deposits, fees, and payments.
- Maximized revenue by upselling room upgrades and additional services.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
- Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Collaborated with housekeeping staff to ensure timely room availability and optimal guest experience.
- Developed strong relationships with repeat customers, leading to increased loyalty and return visits.
- Enhanced guest satisfaction by promptly addressing inquiries and resolving concerns.
- Balanced cash drawer accurately at the end of each shift, ensuring accountability for all transactions processed during work hours.
- Enhanced overall guest satisfaction by implementing efficient housekeeping procedures and maintaining high standards of cleanliness.
- Implemented energy-saving initiatives within the department such as recycling programs or use of eco-friendly cleaning products leading to cost savings without compromising quality.
- Managed scheduling for housekeeping staff to ensure adequate coverage during peak hours or special events, maintaining optimal service levels.
- Implemented effective communication channels between housekeeping staff and other departments, resulting in improved cross-functional collaboration and problem-solving capabilities.
- Trained and mentored junior housekeeping staff, improving their skills and performance levels.
- Conducted regular inspections of assigned areas to ensure compliance with cleanliness and safety standards, ensuring a safe environment for both guests and staff.
- Utilized point-of-sale system effectively for transaction processing, refunds, exchanges, and inventory tracking purposes.
- Boosted sales through effective product recommendations and upselling techniques.
- Helped maintain an orderly backroom storage area by organizing stock deliveries according to company guidelines.
- Assisted tourists in planning itineraries for optimal exploration of the region''s highlights and hidden gems.
Education
Adventure Leadership
Horizons Unlimited
Christchurch, New Zealand06.2011
Tourism And Travel Management
Gold Coast Institute of TAFE
Gold Coast07.2008
Hospitality Food And Beverage
Crown College
Melbourne, VIC06.2003
Skills
- Customer Service
- Payment Processing - EFT and Cash handling
- Detail Oriented
- Cultural Awareness
- Destination knowledge
- Travel Arrangements
- Interpersonal awareness
- Customer Engagement
- Upselling strategies
- Proficient in RESPAX, OPERA & HIRUM
- Travel planning expertise
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Opening and Closing procedures
- Friendly
- Hard working
- Professional
- Time management skills
- Communication skills
- Honest
- Trustworthy
- Efficient
- High energy levels
- Can take initiative when required
- Can work unsupervised
- Responsible
- Team player
Certification
- First Aid and CPR St John's Ambulance 2024
- Responsible Service of Alcohol GTA2404745104-01 Galaxy Training 2024
- Elements of Shipboard Safety 2009
Additional Information
My resume has been nicknamed the "Trailblazer", as I have always used my confidence, hard working ethic and skills to experience opportunities working in remote and unique work environments and job roles.
Favourite examples of these are:
- Supervising, Bartending and Banquet serving at several events at Melbourne Racing Club, Football games, Car Racing events, Corporate and Private functions.
- House-sitting and Pet sitting numerous places, pets and accommodation styles
- (Lived) Onboard MV Driftwood Stewardess, Queen Charlotte Lodge Haida Gwaii. 4 months at sea, including sail up the BC Channel Straight.
- Barista and Breakfast attendant at Lazy Bear Lodge Churchill MB Canada. During the annual Polar Bear migration; scariest 15 minute walk each morning to work of my life!
- Supervisor of banquets and weddings at private vineyard Melbourne VIC
- Winter Seasonal Guest Service Agent for Whistler Blackcomb
- Dog Musher Assistant at Bar-King Sled Dogs; Summer training for Yukon Quest
- Kitchen-hand at Sundance Guest Ranch Ashcroft BC. Authentic working guest ranch, when I had never rode a horse in my life!
- Photographer for Shotover Jet Queenstown, New Zealand
- Lifeguard and Guest Service Agent at Franz Josef Glacier Hot Pools, New Zealand
- Cruise Attendant for Quicksilver's Great Adventures and Silverswift Cruise and Dive
- Food, Beverage and Event Attendant for Warner Village Themeparks, Movie World and private VIP Events
- Live onboard Purser for Barefoot Cruises Whitsundays
- Food and Beverage Attendant at Voyages Dunk Island Resort. Part of the re-opening team after Cyclone Larry
- Food and Beverage Trainee at Crown Casino. Sink or Swim styled program, including (at the time) the busiest bar in the Southern Hemisphere
In my attitude and outlook on life, I have always thought that I have worked for the guests of .. insert company here..
I believe that it is this mindset that guides me to be an amazing Guest Service host and be able to create memorable experiences and moments for my guests.
Timeline
Guest Service Representative
Reef Information Visitor Centre
06.2023 - Current
Reservations Agent
Reef Unlimited
11.2022 - 06.2023
Guest Service Agent
Cooinda Lodge Kakadu
03.2021 - 10.2022
Adventure Leadership
Horizons Unlimited
Tourism And Travel Management
Gold Coast Institute of TAFE
Hospitality Food And Beverage
Crown College