Executive Housekeeper

• Mar 2022 - Present

Duty Manager

• Mar 2021 - Mar 2022

Guest Services Agent

• Dec 2020 - Mar 2021

Reservations Sales Agent

• Nov 2019 - Dec 2020

Groups Reservations Agent

• Jun 2017 - Apr 2019

My role as the Groups Reservations Agent for Jet Park Hotels consisted of the below. Looked after groups for both Jet Park Auckland and Jet Park Rotorua with a room total of 285 between both properties. Categorised groups inbox emails based on urgency, enquiry and potential sale with a 24 hour response time.  Booked in large groups for FIT, Conference and Travel agent bookings with a confirmation email including T&C’s sent out once booked. 30, 60, 90 Day Wash notice sent out in order to determine if group booking still needed and if not required, rooms released back into inventory to sell. Prepared weekly group action plans for all departments including Front Office, House Keeping, Food & Beverage, Kitchen and Conferencing. Copies of group action plans were distributed via email with a hard copy going to reception for easy referral. Held weekly meetings with HOD’s to go through all incoming groups for the next week. Important information and additional updates to the groups was advised then. Show less

Telephonist/Reservations Agent

• Jan 2015 - Apr 2019

My role as a Telephonist/Reservations Agent consisted of Answered all queries regarding Jet Park Auckland and Rotorua and its services via telephone, email or fax within 24 hours. Sales targets have been met and exceeded once advised during monthly reservation meetings held at the beginning of each month. Bookings for the week arranged by arrival date and alphabetical order with all booking vouchers or credit card authorisation forms accessible by shared folder. Booked FIT and Travel Agent bookings over the phone or via email/fax while ensuring guest details and payment method is accurate. Confirmation letter sent out once booking is locked into system Show less

Assistant Duty Manager

• Jul 2010 - Jan 2011

My role as the Assistant Duty Manger was to assist the Front Office Team and included duties such as: Trained new staff members on the hotel’s operating system and standard operating procedures to maximise sales and customer service. Monitored events and private functions onsite while overseeing the efficient operation of the front office. Carried out monthly audits of gift shop items and reported on takings to the Front Office Manager and Suppliers. Monitored guest accounts ensuring charges are correct i.e. food & beverage charges made to account have been checked against physical dockets.  Follow up any outstanding guest accounts to mitigate loss of revenue to the resort. Liaise effectively with management, staff and industry representatives. Dealing appropriately with patrons questions and with difficult customers. Communicate effectively when handing over shift reports to next duty manager. Show less

Front Office Receptionist

• Mar 2009 - Jan 2011

Being a Front Office Receptionist helped me to develop my confidence as every day was different with its own unique challenges. Duties included: Following appropriate reservation procedures when taking in ‘walk-in’ bookings.  Provide general information about the property to customers. Meet and greet clients, whilst delivering a high level of customer satisfaction. Arrivals and Departure lists including Current Inhouse lists for the day have been printed out and distributed to Food & Beverage, The Beach Hut and House Keeping. Cash floats for Food & Beverage and Reception has been counted with any discrepancies noted and reported to management. All payments taken for the day are recorded accurately and match the end of day cash-up reports. Show less

Receptionist

• Jul 2007 - Dec 2008

Working in the Shipping industry was a valuable experience as it helped develop my customer service skills which were then easily transferable to the hospitality industry.  Meet and greet clients, ensuring high level of customer satisfaction.  Answered telephone calls and customer queries relating to incoming shipments and shipping schedule to Rarotonga.  Generated arrival notices, customer waybills and updated shipping consignment system while stocktaking all returned containers.  General cleaning duties of office and surrounding areas. Office supply levels checked and restocked when needed.  Updated shipping schedule, ship’s manifest and container control allowing for an accurate inventory count.  Processed sales and carried out cashiering duties whilst operating tills, EFTPOS terminals and handling cash accurately and efficiently.  Provide excellent customer service to clients from a wide range of industries. Show less