Yasmin Schreiter
Smithfield,QLD
Summary
Professional with strong background in leadership and team management. Proven track record in driving results and ensuring team collaboration. Skilled in strategic planning, problem-solving, and adapting to dynamic environments. Known for reliability, effective communication, and delivering high-quality outcomes.
Overview
12
12
years of professional experience
Work History
Rooms Division Manager
Crystalbrook Bailey
Cairns, QLD
10.2020 - Current
- Provided exemplary guest services and anticipated guest needs to ensure memorable stay
- Responded to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism.
- Trained new employees in essential job functions and taught effective customer service techniques.
- Collaborated with Food and Beverage and Housekeeping team members to handle guest requirements from check-in through check-out.
- Offered appropriate reservation options based on guest expectations.
- Developed strong relationships with corporate clients, enhancing brand loyalty and driving repeat business.
- Enhanced communication between departments by holding regular cross-functional meetings to discuss operational challenges and improvements.
- Enhanced customer experience with thorough training of front office, housekeeping, and concierge teams.
- Evaluated employee performance regularly, providing constructive feedback and recognizing top performers through appropriate rewards and incentives.
Airline Customer Service Agent
Swissport Australia
Cairns, QLD
11.2019 - 03.2020
- Managed timely and effective check in of passengers.
- Described and explained details about seat and business class upgrade options to inform customers and guide purchasing decisions.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues.
- Helped passengers with special flight requirements by approaching conversations with positive attitude and guided from check in to boarding.
- Addressed passengers' concerns about delayed and canceled flights and assisted in helpful manner.
Duty Manager
Crowne Plaza Queenstown
Queenstown, New Zealand, Otago
09.2018 - 09.2019
- Provided exemplary guest services and anticipated guest needs to ensure memorable stay
- Supervised team of up to 4 front desk agents and porters and helped to resolve issues arising during shifts
- Handled guest complaints and offered solutions to maintain high guest satisfaction rates
- Maintaining hotels reputation by managing Social Media Reviews
- Driving hotel metrics in particular - Guest Love and Loyalty Recognition
- Taught new team members effective customer service techniques
- Offered appropriate reservation options based on guest expectations
- Updated customer accounts with add-on room charges, including minibar use and room service bills
- Collaborated with Food and Beverage and Housekeeping team members to handle guest requirements from check-in through check-out
Front Office Supervisor
Crowne Plaza Queenstown
Queenstown, New Zealand, Otago
07.2017 - 09.2018
- Provided exceptional guest service to high calibre clientele within 4 star hotel brand
- Upsold room categories and Food and Beverage components to increase revenue
- Anticipated guest needs to ensure memorable stay
- Trained new team members
Butler and VIP Services
One&Only Hayman Island
Hayman Island, QLD
08.2016 - 12.2016
- Personal welcome upon arrival on island and in-room check out
- Arranged activities and itineraries upon guest requests and ensured punctuality of guests
- Available to guests 24 hours via telephone
- Ensured guests expectations of all outlets within resort are not only met, but exceeded throughout guest' stay
- Arranged dinner bookings and private dining arrangements with high attention to detail
- Supporting Guest Services with answering phone calls, emails and check outs
Waitress
Waterbar & Grill
Cairns, QLD
01.2016 - 08.2016
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs
- Maintained table settings by removing courses, replacing utensils and refilling beverages promptly and courteously
- Greeted new customers, took drink and food orders and built immediate positive connections with guests
- Stayed up to date on menu changes to offer current and accurate information, answer questions and help customers select optimal meal choices based on individual preferences
- Performed complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs
Purser
Coral Expeditions
Cairns, QLD
02.2013 - 01.2016
- First point of contact for guests on board
- Delivered all Food and Beverage services including Fine Dining
- Rostering of Cruise Attendants and Chef
- In charge of all guest and crew accounts
- Monitored Housekeeping standards and daily cleaning of guest cabins
- Monitored food preparation, production and plating for quality control
Education
Hospitality Apprenticeship -
Strandhotel Duhnen
Germany07.2009
High School Diploma -
Realschule Cuxhaven
Germany2006
Skills
- Leadership
- Flexible and reliable
- Guest services
- Attention to detail
- Guest complaint resolution
- Extensive knowledge of Opera PMS
- Front office operations
- Conflict management
- Crisis Management
Accomplishments
- Employee of the Year Award Crystalbrook Collection 2024
- Highly Commended Front Office Associate HM Awards 2024
- Employee of the Year Award Crowne Plaza Queenstown 2017
- Australian Driver License
- First Aid Certificate & CPR
- Certificate IV in Health Administration
Timeline
Rooms Division Manager
Crystalbrook Bailey
10.2020 - Current
Airline Customer Service Agent
Swissport Australia
11.2019 - 03.2020
Duty Manager
Crowne Plaza Queenstown
09.2018 - 09.2019
Front Office Supervisor
Crowne Plaza Queenstown
07.2017 - 09.2018
Butler and VIP Services
One&Only Hayman Island
08.2016 - 12.2016
Waitress
Waterbar & Grill
01.2016 - 08.2016
Purser
Coral Expeditions
02.2013 - 01.2016
Hospitality Apprenticeship -
Strandhotel Duhnen
High School Diploma -
Realschule Cuxhaven