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
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
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
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
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
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