Teresa Richards
Gold Coast
Summary
Proven Group Reservation Agent with a track record of managing up to 3,000 room nights for elite sports and conference groups at RACV Royal Pines Resort Gold Coast. Excelled in client relationship building and reservation software expertise, reducing booking errors significantly. Known for exceptional communication and organizational skills, ensuring seamless group stays and high client satisfaction.
Overview
25
25
years of professional experience
Work History
Group Reservation Agent
RACV Royal Pines Resort Gold Coast
10.2007 - Current
- Managed complex conference groups, elite sports groups, local school sports teams, and golf group bookings of up to 3,000 room nights, including room assignments, billing arrangements, and special requests.
- Enhanced communication channels with both conference organizers and PCOs to achieve a smooth event experience.
- Provided exceptional customer service to clients during the reservation process, maintaining high standards of professionalism.
- Managed all aspects of inbound group logistics, including reservation confirmations and room list entries.
- Coordinated with other departments to ensure seamless execution of group stays
- Reduced booking errors by implementing a thorough review process before confirming reservations.
Hotel Receptionist
Sky City Casino & Hotel
03.2000 - 04.2007
- Enhanced guest satisfaction by efficiently managing check-ins and check-outs at the hotel reception.
- Developed strong rapport with guests through active listening, empathetic responses, and consistent follow-up on requests or concerns.
- Collected room deposits, fees, and payments. Managed cash transactions accurately, maintaining proper financial records for the reception area.
- Ensured high-quality telephone etiquette by answering calls promptly and professionally.
- Contributed to a positive work environment by maintaining a professional demeanor and collaborating effectively with team members
- Assisted in training new receptionists on hotel policies and procedures, ensuring consistency in service delivery across all shifts.
Education
Year 11 -
Mirrabooka Senior High School
Perth, WA11.1986
Office And Secretarial Studies - Office Administration
Central Regional TAFE
WA11.1985
School Certificate -
Rangitoto College
Auckland New Zealand11.1985
Skills
- Effective multitasking
- Client relationship building
- Strong negotiation
- Opera Reservation software expertise
- Phone etiquette
- Customer service
- Time management
- Attention to detail
- Problem-solving abilities
- Reliability
- Excellent communication
- Organizational skills
Volunteering
I have been volunteering with the Gold Coast Marathon in the role of runner check-in and bib collection
Timeline
Group Reservation Agent
RACV Royal Pines Resort Gold Coast
10.2007 - Current
Hotel Receptionist
Sky City Casino & Hotel
03.2000 - 04.2007
Year 11 -
Mirrabooka Senior High School
Office And Secretarial Studies - Office Administration
Central Regional TAFE
School Certificate -
Rangitoto College
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