Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

TAMARA VAN POORTEN

Evandale,Australia

Summary

Dedicated receptionist with extensive experience in administration and customer service. Proficient in customer engagement and effective problem resolution. Recognized for maintaining composure in high-pressure environments. Committed to delivering exceptional customer experiences through strong multitasking and time management skills.

Overview

11
11
years of professional experience

Work History

Hotel Duty Manager

Tryp by Wyndham
Adelaide, South Australia
03.2023 - Current
  • Provided guidance to junior staff members on how to handle difficult situations.
  • Monitored staff performance and provided feedback to ensure quality standards were met.
  • Handled customer complaints professionally while providing solutions in a timely manner.
  • Oversaw the daily operations of all departments within the hotel including front desk, housekeeping, maintenance and food and beverage services.
  • Supervised staff members during shifts to ensure tasks were completed efficiently.
  • Trained new hires on company policies, job duties and workflows.
  • Managed room allocations and bookings, optimizing occupancy and revenue.
  • Oversaw reservations received from direct calls and provided room availability information.

Front Office Team Leader / Duty Manager

Grosvenor Hotel Adelaide
Adelaide, South Australia
04.2019 - 03.2023
  • Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
  • Guided employees in handling difficult or complex problems.
  • Performed administrative support tasks, completing duties within required timeframes.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
  • Delegated work to staff, setting priorities and goals.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Assisted guests in answering questions and completing check-in and check-out processes.
  • Repaired minor maintenance issues.
  • Considered optimum order quantities and stocking levels when ordering inventory.

Guest Service Agent

Grosvenor Hotel Adelaide
Adelaide, South Australia
03.2018 - 04.2019
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Assisted guests in answering questions and completing check-in and check-out processes.
  • Provided guest assistance and information regarding local attractions and points of interest.
  • Streamlined daily operations, including check-in and check-out processes, to increase efficiency and satisfaction.
  • Corrected guest issues promptly with knowledgeable and friendly service.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Balanced hotel accounts at end of each shift.
  • Mentored new staff on correct procedures, compliance requirements and performance strategies.
  • Responded to guests, including email, telephone and in-person inquiries.
  • Worked with room service, housekeeping and maintenance to meet all guest needs.

Volunteer

Uniting Care Gawler
Gawler, South Australia
06.2014 - 06.2015
  • Promoted community resources through printed marketing material and email newsletters.
  • Cleaned and sanitized work areas, equipment, utensils, dishes and silverware.
  • Mopped floors and cleaned walk-in refrigerators and storage areas to maintain hygienic, sanitized work area.
  • Prepared a variety of meals to homeless.
  • Rang up retail purchases and processed payment cards, returning appropriate cash and coin to customers.
  • Stocked and cleaned shelves while maintaining neat and orderly store.

Education

Certificate II - Hospitality

Tafe SA
Elizabeth
03.2015

High School Diploma -

Gawler High School
Evanston, SA
12.2012

Skills

  • First Aid Certification HLTAID011
  • HLTAID010
  • HLTAID009
  • Responsible Person Badge
  • Staff Development and Training
  • Customer Service
  • Handling Complaints

References

References available upon request.

Timeline

Hotel Duty Manager

Tryp by Wyndham
03.2023 - Current

Front Office Team Leader / Duty Manager

Grosvenor Hotel Adelaide
04.2019 - 03.2023

Guest Service Agent

Grosvenor Hotel Adelaide
03.2018 - 04.2019

Volunteer

Uniting Care Gawler
06.2014 - 06.2015

Certificate II - Hospitality

Tafe SA

High School Diploma -

Gawler High School

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