Taylor Rawlings
Brabham,WA
Summary
Experienced and reliable individual with excellent communication skills providing high-quality administrative support to various departments. Highly organised, adaptable, and detail-oriented with great multitasking and task prioritisation skills.
Overview
10
10
years of professional experience
Work History
Guest Service Agent
Alba Thermal Springs & Spa
01.2024 - Current
- Greet guests warmly upon arrival, providing a friendly and welcoming atmosphere that sets the tone for their spa experience.
- Assist guests with check-in and check-out procedures, ensuring accuracy in reservation details and facilitating a smooth process.
- Provide information about spa services, facilities, and amenities, including scheduling appointments and recommending treatments based on guests' preferences and needs.
- Handle guest enquiries, concerns, and requests promptly and professionally, striving to exceed their expectations and enhance their overall satisfaction.
- Coordinate with other departments, such as housekeeping and maintenance, to ensure that guest rooms, spa facilities, and common areas are well-maintained and ready for use.
- Process payments accurately and efficiently, including cash, credit card, and gift certificate transactions, while maintaining confidentiality and security protocols.
- Maintain a tidy and organised front desk area, including stocking supplies, preparing promotional materials, and updating information boards as needed.
- Monitor spa reservations and appointment schedules, making adjustments as necessary to accommodate guest preferences and optimise booking efficiency.
- Assist in resolving any guest complaints or issues, escalating to management when appropriate and following up to ensure guest satisfaction.
- Uphold the spa's standards of cleanliness, professionalism, and customer service excellence, contributing to a positive and rejuvenating experience for all guests.
Customer Service Sales Representative
Bunnings
10.2023 - Current
- Provide exceptional customer service by greeting customers warmly, actively listening to their needs, and offering knowledgeable assistance with product selection and enquiries.
- Process sales transactions accurately and efficiently, including handling cash, credit/debit cards, and other payment methods, while adhering to company policies and procedures.
- Maintain a clean and organised sales floor by restocking shelves, arranging displays, and ensuring product availability to enhance the shopping experience for customers.
- Assist with enquiries related to store policies, promotions, and product warranties, demonstrating a thorough understanding of Bunnings' offerings to effectively address customer concerns.
- Collaborate with team members to achieve sales targets and store objectives, contributing to a positive and dynamic work environment focused on delivering excellent customer service and driving sales growth.
Quality Assurance Manager
Butlers by the Bay
11.2023 - 01.2024
- Develop and implement quality assurance policies and procedures to ensure compliance with industry standards and regulatory requirements.
- Conduct regular inspections and audits of rental properties to assess cleanliness, maintenance, and overall guest experience.
- Collaborate with property owners and managers to identify areas for improvement and implement corrective actions as needed.
- Manage a team of cleaning staff, providing guidance, training, and performance feedback to ensure consistent service quality.
- Monitor guest feedback and review ratings to identify trends and areas of concern, and develop strategies to address them effectively.
- Coordinate with property managers, maintenance and cleaning teams to ensure timely resolution of issues and maintenance requests.
Reservations & Social Media Manager
Torquay Retreats
06.2023 - 10.2023
- Manage reservations for short-stay accommodations, including handling booking inquiries, coordinating check-in/check-out procedures, and ensuring accurate scheduling to optimise occupancy rates and revenue.
- Oversee the business's social media presence across various platforms, creating engaging content, responding to messages and comments, and implementing strategies to increase brand visibility and attract potential guests.
- Develop and maintain relationships with online travel agencies (OTAs) and booking platforms to maximise exposure and drive bookings, while also monitoring reviews and feedback to uphold the business's reputation and guest satisfaction.
- Coordinate marketing campaigns and promotions via social media channels to attract new guests and encourage repeat bookings, leveraging analytics to track performance and adjust strategies for optimal results.
- Stay informed about industry trends and competitor activities, recommending innovative ideas and initiatives to enhance the business's online presence, customer engagement, and overall profitability in the short-stay accommodation market.
Administration Assistant /Sales Events Coordinator
The University Club of Western Australia
10.2022 - 03.2023
- Provide administrative support to the sales and events team, including managing calendars, scheduling appointments, and preparing correspondence to facilitate efficient communication with clients and vendors.
- Coordinate logistics for sales events and functions held at the University Club, including venue setup, catering arrangements, and audiovisual equipment rental, ensuring seamless execution and exceptional guest experiences.
- Assist with sales-related tasks such as maintaining client databases, generating sales reports, and processing event bookings and contracts, while also providing timely follow-up to enquiries and leads.
- Serve as a liaison between clients, internal departments, and external suppliers to ensure clear communication and coordination of event details, preferences, and special requirements.
Groups Coordinator (promoted From GSA)
Cable Beach Club Resort & Spa
07.2021 - 09.2022
- Coordinate group reservations serving as the primary point of contact for group organisers, ensuring their needs are met from initial enquiry to post-event follow-up.
- Manage the booking process for group accommodations, including negotiating rates, preparing contracts, and confirming reservations, while also liaising with other departments to coordinate room allocations and special requests.
- Assist with the planning and execution of group events, such as tour groups, weddings, corporate retreats, and conferences, by coordinating venue setups, arranging catering services, and facilitating transportation and entertainment options as needed.
- Communicate effectively with clients to gather event requirements, preferences, and any specific needs, while also providing recommendations and assistance to enhance their experience.
- Maintain accurate records of group bookings, payments, and correspondence, while also providing timely updates and reports to management on group-related activities, revenue projections, and guest feedback.
Receptionist
Life Ready Physio
05.2021 - 08.2021
- Greet and assist clients in person and over the phone, providing exceptional customer service and directing enquiries to the appropriate staff members.
- Schedule client appointments accurately using electronic booking systems, ensuring efficient coordination of therapist availability and client preferences.
- Maintain organised reception area, including managing client paperwork, updating patient records, and ensuring compliance with privacy regulations.
- Process payments and manage clinic supplies inventory, assisting with administrative tasks to support smooth clinic operations.
- Communicate effectively with clients, therapists, and colleagues, contributing to a positive and professional atmosphere at the clinic.
Guest Services Manager (seasonal)
Mackerel Islands Group
02.2021 - 04.2021
- Managed guest bookings and requirements using company booking system, including reservations, island logistics, and scheduling.
- Leadership and effective scheduling and delivery of island tours, events, activities, and guest services.
- Ensured guest facilities and accommodation are maintained and ready for arrival.
- Implemented tours and island events, including run sheets and procedures for staff.
- Assisted with imagery and content for social media marketing.
- Managed company general store including POS system sales, profit margins, products, stock control, and accounts.
- Managed and supervised staff including conducting staff training and inductions, rostering, and scheduling.
- Updated records and procedures of day to day operations following company policies for all departments.
- Effectively dealt with all guest dissatisfactions and complaints, ensuring transparent customer feedback through agreed channels.
- Represented and upheld the reputation of the company and assisted in company sales and marketing plans.
- Proactive involvement in Risk Management and Incident Reporting for both staff and guests.
Events & Groups Coordinator (promoted From GSA)
Heron Island
07.2019 - 03.2020
- Established and maintained positive relationships with clients and guests, ensuring their needs were met throughout the event planning process.
- Implemented contingency plans to address last-minute changes or unforeseen events.
- Managed administrative logistics of groups and events planning, including travel, venue and accommodation bookings, and food and beverage requirements.
- Held weekly meetings with all departments heads to ensure alignment and clarity among all stakeholders
- Oversee and issue all contracts and invoices, ensuring accounts are paid and up-to-date.
- Assist with front office operations when required (check-ins and check-outs, assisting with boat and air arrivals and departures).
- Oversee set-up of all events and coordinate with all departments.
- Prepare event collateral such as menus, name cards, and BEOs.
- Greet and welcome all group and events clients to the island and conduct an island orientation.
- Manage bookings of high-profile guests, celebrities, VIPs, government officials, media, and film crews in a professional manner with high level of discretion and confidentiality.
- Maintain accurate records of company database and bookings system.
- Liaise with Sales and Marketing team daily to ensure smooth operations.
- Send and follow-up detailed quotes and contracts to all groups and events enquiries.
Site Administrator & Data Entry
Duratec Australia
11.2018 - 01.2019
- Effectively managed team schedules, ensuring optimal productivity and timely project completion.
- Accurately documented all onsite issue using [Software].
- Monitored construction sites for compliance with safety regulations and adherence to standards.
- Coordinated site investigations, documented issues, and escalated to executive teams.
- Handled sensitive information discreetly while maintaining confidentiality protocols at all times.
- Enhanced site efficiency by streamlining administrative processes and implementing new software solutions.
Guest Service Representative
SpringTide Whale Watching & Ecotours
04.2017 - 10.2017
- Answered hotel phones with professionalism and directed calls appropriately.
- Provided accurate information regarding local attractions, restaurants and activities.
- Welcomed guests on arrival, displaying professional and friendly approach.
- Coordinated with sales team to process corporate accounts, group bookings, and other special reservation types effectively.
Guest Service Agent
Scandinave Spa
11.2016 - 04.2017
- Improved guest experience scores by consistently delivering exceptional service through active listening skills.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Responded to guest inquiries to maximize guest satisfaction.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
Industry Advisor
Tourism Council Of Western Australia
08.2014 - 08.2016
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Negotiated favourable terms for clients when executing transactions or securing loans, maximizing their financial benefits.
- Gathered and analyzed customer feedback to inform product and service improvements.
- Collaborated with parents and teachers to help students reach potential.
- Assisted tourism operators (WA and NT) to understand, interpret, and apply the Australian Tourism Accreditation Program to their businesses.
- Provided industry advice to tourism operators relating to accreditation, marketing, e-tourism, workforce development, business planning, and customer service.
- conducted online and on-site accreditation reviews on tourism businesses.
- Proactively found new businesses to achieve accreditation.
- Maintained all accreditation databases.
- Assisted with the conversation of registered businesses to accredited business and met quarterly KPI's.
- Assisted TCWA events, policies, and training development programmes.
- Administrative duties as directed.
Education
Diploma - Social Media Marketing
Open Colleges
Online08.2020
Bachelor of Business - Tourism & Events Management
Edith Cowan University
Joondalup, WA01.2015
Certificate III - Events Management
North Metropolitan TAFE - Kendrew Crescent Campus
Joondalup, WA01.2011
Skills
- Interpersonal Communication
- Meeting Planning and Coordination
- Scheduling Appointments and Calendar Management
- Travel Planning and Coordination
- Database Management
- Documentation and Recordkeeping
- Proofreading and Business Correspondence Writing
- Information Confidentiality
Accomplishments
Employee of the Month with Cable Beach Club Resort & Spa (2021)
Speaker at the 8th Asia Pacific Ecotourism Conference in Kota Kinabalu, Sabah, Malaysia (2014)
References
Available upon request
Hobbies and Interests
- Pilates
- Health & wellbeing
- Hiking
- Diving
- Gardening
Timeline
Guest Service Agent
Alba Thermal Springs & Spa
01.2024 - Current
Quality Assurance Manager
Butlers by the Bay
11.2023 - 01.2024
Customer Service Sales Representative
Bunnings
10.2023 - Current
Reservations & Social Media Manager
Torquay Retreats
06.2023 - 10.2023
Administration Assistant /Sales Events Coordinator
The University Club of Western Australia
10.2022 - 03.2023
Groups Coordinator (promoted From GSA)
Cable Beach Club Resort & Spa
07.2021 - 09.2022
Receptionist
Life Ready Physio
05.2021 - 08.2021
Guest Services Manager (seasonal)
Mackerel Islands Group
02.2021 - 04.2021
Events & Groups Coordinator (promoted From GSA)
Heron Island
07.2019 - 03.2020
Site Administrator & Data Entry
Duratec Australia
11.2018 - 01.2019
Guest Service Representative
SpringTide Whale Watching & Ecotours
04.2017 - 10.2017
Guest Service Agent
Scandinave Spa
11.2016 - 04.2017
Industry Advisor
Tourism Council Of Western Australia
08.2014 - 08.2016
Diploma - Social Media Marketing
Open Colleges
Bachelor of Business - Tourism & Events Management
Edith Cowan University
Certificate III - Events Management
North Metropolitan TAFE - Kendrew Crescent Campus
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