Concierge
CurrentHandled guest reservations, checking in and out an average of 60 guests daily, ensuring accurate billing and a seamless experience.Operated 70+ telephone lines, addressing an average of 50 guest inquiries daily, providing accurate information about the property and local area.Ensured 100% safety and compliance through emergency response, documentation, access control, guest registration, and conflict resolution, adhering to all relevant laws, regulations, and community policies.Managed guest complaints, resolving 80% of issues on the spot and escalating complex concerns to appropriate departments.Located luggage carts for arriving guests, contributing to a streamlined check-in process and a 25% reduction in guest wait times.Observed booking and cancelling reservations, adhering to specified cancellation times with a 99% accuracy rate, enhancing guest satisfaction.Delivered customer service to clients, responding to inquiries, and resolving issues with a 95% satisfaction rate based on customer feedback surveys.Handled the full invoicing cycle, including MYOB and Xero, which led to a 10% reduction in billing errors and a 15% improvement in on-time payments from clients.Assisted with resident and guest amenities, including making reservations and handling package deliveries, resulting in a 30% increase in resident satisfaction. Managed front desk operations, including phone calls, emails, visitor check-ins, and workspace organization, while controlling key and access card distribution with a 99% accuracy rate. Monitored access points to the event venue, verifying tickets or credentials, and ensuring that only authorised individuals enter the premises, maintaining a secure environment.
