Manya Schuster
Auckland,AUK
Summary
5 years in customer services, starting as a call centre representative, continued to carry on with studies full time in the education of Travel and Tourism taking experience in part time sales assistant in New Zealand's famous attraction and succeeding in level 4 Hotels and Resorts. Completed a 4 week contract as a Covid Healthline representative, and took the opportunity in a career full time as a Hotel Receptionist.
Overview
7
7
years of professional experience
Work History
Hotel Front Office Receptionist
Quest
05.2023 - 12.2023
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Maintained a welcoming atmosphere at the front desk, addressing guest inquiries promptly and professionally.
- Streamlined reservation procedures for improved booking accuracy and increased room occupancy rates.
- Developed strong relationships with guests, resulting in repeat business and positive online reviews.
- Processed financial transactions accurately, ensuring proper billing practices and minimizing discrepancies.
- Collected room deposits, fees, and payments.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Stored guest valuables in safe and individual boxes for security.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Collaborated with housekeeping staff to ensure timely room turnovers, maximizing available inventory for incoming guests.
GSA/Receptionist
Holiday Inn Werribee
04.2022 - 07.2022
- Guest Check In and Check out procedures
- Answering multiple phone calls
- Confirming booking details and updating guest personal details
- Invoice and booking enquiries.
- Rostering Work Shifts and stock organisation
- Kept reception area clean and tidy to give guest a positive impression.
- Resolved guest problems and complaints.
Call Center Representative
MOH Covid Health line
08.2021 - 09.2021
- Handling inbound and outbound calls
- KPI of 50 - 80 calls per 8 hours
- Responded to customer calls and emails to answer questions about products and services.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
Front Desk Porter
Holiday Inn Auckland
10.2019 - 09.2020
- Security premises check
- Maintained a welcoming environment with exceptional attention to detail, ensuring clean and organized public spaces.
- Assisted with luggage handling and room deliveries, ensuring timely service and guest satisfaction.
- Ordering and organising stock requirements
- Handled cash transactions accurately, maintaining proper financial records for the front desk area.
- Managed phone calls professionally, directing callers to appropriate departments or taking detailed messages when necessary.
- Assistance in food and beverage restaurant
- Performed cleaning and maintenance duties as directed.
- Resolved guest inquiries punctually and politely for professional customer service.
- Stored luggage for guests, retrieving baggage and items when notified.
- Notified front desk manager of any guest issues in need of additional attention.
- Transferred luggage, bags and other items from vehicles and main lobby to and from guest rooms with wheeled cart.
- Posted and maintained public area signage for hotel.
- Loaded and unloaded baggage and luggage on and off conveyor belts.
Sales Assistant
AJ Hackett Bungy Jump
06.2019 - 09.2019
- Enhanced customer satisfaction with personalized product recommendations based on their needs and preferences.
- Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
- Kept up-to-date records of daily sales activities, monitoring progress towards individual goals.
- Gathered and prepared sales materials in preparation for sales meetings.
- Facilitated ordering and processing of business cards and nameplates for sales team.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Call Center Representative
Reid Research Service
07.2016 - 01.2017
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Responded to customer calls and emails to answer questions about our services.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Developed and updated databases to handle customer data.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Education
Auckland City Hotel and Resorts, Level 4 -
New Zealand School of Tourism
01.2022
Auckland Hospitality, Level 2 / 3 -
Crown Institution
01.2020
Auckland City Accommodation, Level 2 -
International Tourism College
01.2019
Auckland NCEA, Level 1 - 3 -
Avondale College
01.2018
Skills
- Reservation Management
- Teamwork and Collaboration
- Organizational Skills
- Cash Handling Experience
- Guest Relations Management
- Complaint Handling
- Attention to Detail
- Guest Reception
- Reservations
- Stress Management
- Basic Accounting
- Invoicing and Billing
References
- Rochelle Stewart // Supervisor Duty Manager // Covid healthline, // 021 063 9222 // Rochellesterwart12@gmail.com
- Sharon Samuels, // Duty Manager // Holiday Inn Auckland Airport // 022 169 2283 // Sharon.samuels@ihg.com
- Rajesh Pandy // Hotel Manager // Holiday Inn Werribee // 0405 919 004 // Rajesh.pandy@ihg.com
- Ann-Maree // Human Resource // Holiday Inn Werribee // 0400 155 029 // Annmaree.jolley@ihg.com
- Courtney Moszkowicz // Front Office Leader // Quest New Quay // 0400 388 079 // Questnewquay@questapartments.com.au
- Sabrina Islam // Front Office Manager // Quest New Quay // 04133070923 // Fom.newquay@questapartments.com,au
- Matthew Camilleri // Hotel Manager // Quest New Quay // 0401 803 537 // Mcamilleri@questapartments.com.au
Timeline
Hotel Front Office Receptionist
Quest
05.2023 - 12.2023
GSA/Receptionist
Holiday Inn Werribee
04.2022 - 07.2022
Call Center Representative
MOH Covid Health line
08.2021 - 09.2021
Front Desk Porter
Holiday Inn Auckland
10.2019 - 09.2020
Sales Assistant
AJ Hackett Bungy Jump
06.2019 - 09.2019
Call Center Representative
Reid Research Service
07.2016 - 01.2017
Auckland City Hotel and Resorts, Level 4 -
New Zealand School of Tourism
Auckland Hospitality, Level 2 / 3 -
Crown Institution
Auckland City Accommodation, Level 2 -
International Tourism College
Auckland NCEA, Level 1 - 3 -
Avondale College
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