Providing accurate and consistent information to inbound callers Manage phone calls with sensitivity and in accordance to workplace policy

Entering data into the system.

• Manage Resident Support Officers (RSO)• Effectively communicate with hotel operators, CQV staff, Site Services and Authorised Officers• Escalate any issues or guest non-compliance or reportable incidents to Site Services• Ensure adequate number of RSO staff are in positions on floors where guests are staying• Monitor RSOs during exit and entries of residents• Rostering of RSO’s • Provide direction and guidance to the team, including induction, training, coaching and development to assist staff in meeting goals

Update

• Working with large groups pf people to ensure the groups followed the appropriate protocols• Dealing with complaints and upset travelers at point of departure• Maintaining a high attention to detail, data entry, recording passport and visa requirements• Assist with the daily set up and running of the groups department• Always provided a professional and friendly customer focused service• Supported supervisors with handling dealing complaints and flight cancellations• Provide coaching, mentoring and consultation to staff, training new staff members in ground services• Working with large groups travelling and seating arrangements• Escorted high profile customers to lounges or boarding gate• Worked autonomously and in a team environment• Explained the use of safety equipment and answered passenger’s questions• Co-ordinated and communicated with relevant departments• Comply with Corporate and Divisional/Departmental Service Standards• Comply with Corporate Occupational Health and Safety Responsibilities Standard • Monitored flight schedules to ensure customer expectations and requirements are met• Assisted customers with boarding and disembarking aircraft, including checking correct documentation including assisting customers with special needs • Maintained a sound working knowledge of all appropriate company policies, procedures and standards • Ensure corporate, customer and personal objectives are met• Ability to work independently and with minimum supervision• Professional attitude and high standard of personal presentation