Susan Allen
Croydon,SA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Well-versed in rail operations and guest satisfaction illustrated over 11 years of industry experience.
Overview
22
22
years of professional experience
Work History
Guest Services Team Leader
Journey Beyond
Adelaide, SA
05.2022 - Current
- Resolved problems using tact and diplomacy by calmly communicating directly with customers or employees.
- Strategically scheduled staff for peak business hours for adequate coverage.
- Led team meetings to address concerns and inform employees of new policies and procedures.
- Assigned daily job tasks and workloads to 25 team members.
- Created and enforced new procedures, resulting in improved customer service and problem resolution.
- Greeted guests upon arrival and offered assistance.
- Maintained consistent positive customer feedback.
- Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Handled customer complaints to satisfy and retain guests.
- Maintained high level of professionalism and discretion when dealing with guests.
- Responded to guest inquiries to maximize guest satisfaction.
Guest Service Attendant/ Concierge Services
Journey Beyond
Adelaide, SA
03.2017 - 05.2022
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Welcomed guests on arrival, displaying professional and friendly approach.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Assisted guests with luggage and provided directions to rooms to enhance customer service.
- Handled customer complaints to satisfy and retain guests.
- Maintained high level of professionalism and discretion when dealing with guests.
- Created welcoming and comfortable environment for guests.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Assisted with luggage handling, valet services and concierge services.
- Facilitated and coordinated transportation services for guests.
Travel Centre- Phone Sales and Support
Great Southern Rail
Adelaide, SA
08.2012 - 03.2017
- Strengthened customer loyalty by being friendly and professional in all interactions.
- Quoted prices, discussed benefits and redirected questions to overcome objections.
- Answered questions concerning prices and availability of Holiday Packages.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
Retail Manager
Betts Group
Adelaide, SA
04.2001 - 11.2003
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Controlled store inventory and reviewed cash handling and operations reports.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Exhibited excellent people skills during interaction with employees and customers.
- Trained and developed new employees for ease of transition into team.
- Mentored team members to enhance professional development and accountability in workplace.
- Trained new employees on proper protocols and customer service standards.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assisted in recruiting, hiring and training of team members.
Education
High School Diploma -
Kildare College
Holden Hill, SA11.1995
Skills
- Guest Complaint Resolution
- Motivational Leadership
- Organizational Systems
- Team Member Development
- Guest Liaison
- Staff Motivation
- Improvement Plans
- Collaborative Environments
- Computer Skills-MS Office Suite
Referees
Jessica Ianni- Safety Coordinator, Journey Beyond Rail Expeditions.
Ph. 0432 367 209
Lucy Cracknell- Front Officer Manager, Eos by SkyCity.
Ph. 0433 230 475
Timeline
Guest Services Team Leader
Journey Beyond
05.2022 - Current
Guest Service Attendant/ Concierge Services
Journey Beyond
03.2017 - 05.2022
Travel Centre- Phone Sales and Support
Great Southern Rail
08.2012 - 03.2017
Retail Manager
Betts Group
04.2001 - 11.2003
High School Diploma -
Kildare College