Sophie Gibbons
Beaumont Hills,NSW
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
3
3
years of professional experience
Work History
Hotel Front Desk Supervisor
Capella Hotels And Resorts
06.2023 - Current
- Organized staff schedules according to anticipated occupancy levels, minimizing overtime costs while maintaining adequate staffing levels at all times.
- Collaborated with housekeeping and maintenance teams to ensure timely completion of tasks and room readiness.
- Maintained a professional and presentable front desk area, ensuring guests were greeted with a clean and welcoming environment upon arrival.
- Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
- Enhanced guest satisfaction by managing front desk operations and providing exceptional customer service.
- Handled escalated guest complaints professionally, working towards resolution while maintaining composure under pressure.
- Resolved guest issues promptly, ensuring a positive experience for all hotel patrons.
- Monitored occupancy levels, adjusting room rates as needed to maximize revenue potential.
- Maintained accurate guest records, safeguarding sensitive personal information in compliance with privacy regulations.
Front Desk Agent
Capella Hotels And Resorts
01.2023 - 06.2023
- 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.
- 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.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
Front Desk Guest Service Agent
Sofitel Luxury Hotels
03.2022 - 01.2023
- Handled guest complaints professionally, calmly working towards a satisfactory resolution while maintaining the hotel''s reputation for exceptional service.
- Organized transportation arrangements for guests when needed, coordinating with shuttle drivers or reputable taxi services to ensure prompt and reliable travel assistance.
- Proactively anticipated guest needs, providing thoughtful recommendations for local attractions or amenities based on individual preferences.
- Maintained a clean and welcoming front desk area to create a positive first impression for guests.
- Facilitated smooth communication between various hotel departments by relaying pertinent information regarding special requests or potential issues.
Hotel Porter
Sofitel Luxury Hotels
11.2021 - 03.2022
- Developed strong relationships with other hotel departments to support efficient interdepartmental communication and collaboration, improving overall service delivery.
- Assisted with room service deliveries, ensuring timely and accurate fulfillment of guest orders while maintaining a professional demeanor.
- Collaborated with front desk staff to promptly address guest needs, fostering positive relationships and loyalty.
- Streamlined luggage storage processes by effectively logging items and maintaining organized storage spaces.
Education
Bachelor of Business in Hotel Management -
The Hotel School
Sydney, NSW11.2026
Skills
- Staff Training and Development
- Flexible Schedule
- Cash handling expertise
- Complaint Handling
- Guest Relations
- Teamwork and Leadership
Timeline
Hotel Front Desk Supervisor
Capella Hotels And Resorts
06.2023 - Current
Front Desk Agent
Capella Hotels And Resorts
01.2023 - 06.2023
Front Desk Guest Service Agent
Sofitel Luxury Hotels
03.2022 - 01.2023
Hotel Porter
Sofitel Luxury Hotels
11.2021 - 03.2022
Bachelor of Business in Hotel Management -
The Hotel School
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