Summary
Overview
Work History
Education
Skills
Timeline
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Hayley Rose Laanbroek

Melbourne,VIC

Summary

I am well versed in the tourism, hospitality and retail industries with over 3 years of experience in both retail, tourism and hospitality jobs, I have numerous qualifications on reservation systems, tourism and hands on experience of handling alcohol, hosting, dealing with thousands of people a day while maintaining my high standards of professionalism and keeping a cool head.

Overview

3
3
years of professional experience

Work History

Customer Experience Ambassador

Fullers360
08.2024 - 06.2025
  • Briefing passengers on Biosecurity rules for conservation protected islands
  • Interacting with fellow professionals in the tourism industry for taking groups on trips over to Waiheke or Rangitoto Island
  • Provided training and support to new team members, fostering a collaborative environment.
  • Managed conflict resolution to ensure customer satisfaction and maintain loyalty.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Managed wharves of often 600+ during peak times interacting with tourists regarding directions, checking tickets and communicating with marine crew, logistics and fellow team members


Retail assistant

Macpac Westgate
05.2024 - 08.2024
  • Restocking of floor
  • Cleaning of shop floor at closing and folding or putting up any fallen clothing during store hours
  • Theft prevention
  • Assisted customers in product selection, ensuring a positive shopping experience.
  • Helping members of the team with any tasks such as deliveries and packing orders
  • Giving customers high quality advice on what may be the best product for their purposes.
  • Managed inventory levels through regular stock checks and replenishment processes.
  • Resolved customer inquiries and complaints effectively, contributing to service excellence.

Waiheke based explorer tour guide

Fullers 360
10.2023 - 03.2024
  • Checking of tickets
  • Developed and delivered informative presentations on local attractions, ensuring accurate representation of history and culture.
  • Cleaning of bus and collection of lost property
  • Aiding guests with accessibility requirements
  • Maintaining a high standard of communication between Ambassadors, Guides and Bus Drivers
  • Dealing with high amounts of passengers often 500+
  • Responded to guest inquiries and feedback promptly, fostering positive visitor experiences and repeat patronage.
  • Built personal relationships with guests to promote positive experiences.

Food and Beverage Attendant

Naumi Auckland Airport
02.2023 - 10.2023
  • Room service
  • Use of Point of sales systems, Reservations
  • Serving of food and drinks, including giving wine pairing suggestions
  • Managed food and beverage orders efficiently, maintaining accuracy and quality standards.
  • Maintained cleanliness and organization of dining areas, adhering to health and safety regulations.
  • Cleared area, cleaned and wiped tables and chairs to remove residue and comply with hygiene standards.
  • Delivered exceptional service even under high-pressure situations, maintaining the highest standards of professionalism.
  • Opened, poured and served hot and cold beverages to customers to complement food and dining experience.

Customer Experience Agent

Odyssey Sensory Maze
07.2022 - 09.2022
  • 1. Ticketing
  • 2. Safety Demonstrations
  • 3. Cleaning
  • 4. Closing and opening procedures

Education

New Zealand Certificate Level-4 - Tourism, Airlines, Flight Attending

New Zealand School of Tourism
Auckland, NZ
07-2024

New Zealand Certificate Level 3 - Travel, Tourism And Airline Industries

New Zealand School of Tourism
Auckland, NZ
12-2023

High School Diploma -

Massey High School
Auckland, NZ
06.2022

Skills

  • Customer engagement
  • Product knowledge
  • Critical thinking
  • Public speaking
  • Exceptional communication
  • Adaptability under pressure
  • Food safety
  • Reliability and punctuality

Timeline

Customer Experience Ambassador

Fullers360
08.2024 - 06.2025

Retail assistant

Macpac Westgate
05.2024 - 08.2024

Waiheke based explorer tour guide

Fullers 360
10.2023 - 03.2024

Food and Beverage Attendant

Naumi Auckland Airport
02.2023 - 10.2023

Customer Experience Agent

Odyssey Sensory Maze
07.2022 - 09.2022

New Zealand Certificate Level-4 - Tourism, Airlines, Flight Attending

New Zealand School of Tourism

New Zealand Certificate Level 3 - Travel, Tourism And Airline Industries

New Zealand School of Tourism

High School Diploma -

Massey High School

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