Promotion Customer Service Team LeaderFebruary 2018Customer Experience ExpertMay 2016- February 2018Ensure customers are receiving quick and effective resolutions to any  website, delivery or product issue that Offshore Team need  assistance with to resolve.

Provide outstanding guest experience from the point of reservation to departure by demonstrating a commitment to service excellence and guest satisfaction.Ensure that customer service, both internal and external, is of the highest standard at all times. Communicate professionally at all times of behalf of Oaks Hotels & Resorts. Endorse and abide by Oaks Hotels & Resorts Code of Conduct, Policies & Procedures.Maintain the strictest of confidentiality on all matters relating to Oaks… Show more Provide outstanding guest experience from the point of reservation to departure by demonstrating a commitment to service excellence and guest satisfaction.Ensure that customer service, both internal and external, is of the highest standard at all times. Communicate professionally at all times of behalf of Oaks Hotels & Resorts. Endorse and abide by Oaks Hotels & Resorts Code of Conduct, Policies & Procedures.Maintain the strictest of confidentiality on all matters relating to Oaks Hotels & Resorts.Anticipate guest needs; Maintain a high level of local area knowledge to answer guest queries and effectively sell the property; Maintain an accurate knowledge of the Hotel facilities and room configurations in order to sell the property; Maintain guest privacy and confidentiality at all times; Ensure guest messages are passed to guests as soon as possible. Show less

Reception - Front of House - Telephone & Email Reservations - Rooms Division Management - Tour Recommendations & Bookings - Hirum System - DCM Tour Booking System- Siteminder updates-AOT & QANTAS system room allocation- Linen & Stock Control- Housekeeping Supervision & Rostering - Siteminder Review & Updates - Arrange, Perform and/or Oversee Hotel & Room Maintenance

Management Information & Reporting Specialist- Workforce Planning together with global resource planning team
- Staff Schedules and Day to Day Staffing Levels
 - Workers Compensation
 - Reporting - Attrition, Call Centre Volume, Staffing Levels, Headcount & Absenteeism
- Trained in E Workforce Management
- Calculation of agent incentivesHR & Training Coordinator- Coordinate recruitment process - Provide administrative support relating to employee… Show more Management Information & Reporting Specialist- Workforce Planning together with global resource planning team
- Staff Schedules and Day to Day Staffing Levels
 - Workers Compensation
 - Reporting - Attrition, Call Centre Volume, Staffing Levels, Headcount & Absenteeism
- Trained in E Workforce Management
- Calculation of agent incentivesHR & Training Coordinator- Coordinate recruitment process - Provide administrative support relating to employee commencement, development & termination- Coordinate & deliver training for new and existing staff- Provide administrative support to the Manager HR & Development as needed- Ensure staff are updated with company information- Update personnel files- Assist in Workplace Health & Safety procedures to ensure OH&S complianceTraining & Communications CoordinatorSimilar to above plus - Coordinate presentations & hotel famils- Maintain intranet- Coordinate upcoming television promotions with Marketing, Hotels & SPCRO staffReservation Sales Team Leader- Support Operations Supervisor- Motivate & encourage staff to comply with KPOs -Perform quality assurance of agents- Mentor & coach staff- Supervise shiftsGuest Relations Consultant- Investigate travel agents commission enquiries via hotel & ECS- Investigate & follow up guest issues regarding their reservation or hotel complaints- Liaise with hotels to arrange Day Use rates & airport transfers- Support Priority Club Service Centre by taking overflow telephone enquiries- Promote & sell IHG generic hotel gift certificatesReservation Sales Agent- Answer telephone enquiries regarding hotel information such as location, facilities & services available- Ascertain guest needs, make reservations for appropriate hotel & room, advising all booking policies in accordance with company policies- File paperwork from fax bookings as requiredTemporary Team Manager to cover annual leave and secondment to the Management, Information & Reporting Specialist Role Show less

- 2nd in charge of 70 hospitality staff- Supervision of 15 bar/lounge outlets- Staff training, counseling & discipline- Roster- USPH (United States Public Health) Inspections & Safety Regulations- Conflict resolution between staff members &/or passengers- Liaise with passengers; Crew; Officers

Contact Centre Role - Casual- Respond to Avon Representatives & Customer enquiries, regarding products & account status- Take representative orders over the telephone keying data into AVON AS400 order system- Process credits to representatives accounts

- Write & enforce Travel Policy- Negotiate corporate rates with various hotels- Liaise with Travel Agency Staff- Analyze data from monthly travel reports, create excel spreadsheets to demonstrate travel trends and departmental spend- Program administrator for American Express Corporate Account- Coordinator of QANTAS Club Corporate membership- Liaise with Asia Pacific Administrators to gather data for compilation of reports- Stationery Orders- Assist in… Show more - Write & enforce Travel Policy- Negotiate corporate rates with various hotels- Liaise with Travel Agency Staff- Analyze data from monthly travel reports, create excel spreadsheets to demonstrate travel trends and departmental spend- Program administrator for American Express Corporate Account- Coordinator of QANTAS Club Corporate membership- Liaise with Asia Pacific Administrators to gather data for compilation of reports- Stationery Orders- Assist in integrating staff members & benefits after company mergers- Check invoices are “Okay to Pay”, add to departmental spreadsheet, forward to Accounts for processing Show less

- Cocktail waitress- Staff training & supervision- Stock control & requisition- Passenger service & enquiries- Distribution of Duty Free goods- Rosters - Manager New Zealand Ice Cream shop- 2nd in charge of 60 hospitality staff- Health & safety regulations- Maritime Safety

- Contact Officer for general salaries & allowances enquiries (Counter, telephone & written)- Assessment of increments requiring variations, issuing relevant salary notifications- Determination of eligibility for payment of allowances in accordance with Crown Employees (TAFE Teachers) Award- Preparation of general correspondence- Maintenance of staff records