Molly Holmes
Auckland,New Zealand
Summary
I am a talented individual who is highly motivated with a bubbly personality and an ability to easily build rapport, eager to apply and build upon my experience in customer services, sales and tourism. With a strong background from the New Zealand School of Tourism, I possess excellent communication skills, a solid work ethic, and a passion for teamwork. I seek opportunities that challenge me and allow me to leverage my skills to achieve positive results while continuing to develop my career.
Overview
6
6
years of professional experience
Work History
Customer Service and Sales Consultant
Scenic Luxury Cruises
02.2024 - Current
- Consistently delivered top-notch service, ensuring happy customers.
- Addressed questions and managed bookings-related customer concerns.
- Enhanced sales through strong rapport-building techniques for Scenic holidays and cabins.
- Partner with internal teams and external travel agencies to resolve queries promptly.
- Streamlined workflow processes leveraging CRM and booking platforms.
- Boosted client satisfaction by offering resolution ideas while driving actionable responses to questions, concerns, or challenges.
- Ensured customer satisfaction by providing follow-up support after conversations.
Co-Director
The Pet Nannies
10.2023 - 02.2024
- Oversee day-to-day operations of an independent business.
- Served as primary contact, overseeing client-specific care needs.
- Coordinated appointments via an updated booking system to ensure a filled calendar.
- Handle financial duties, including invoicing, payroll, and customer quotes.
- Delegated work to myself and staff, setting priorities and goals.
Senior Guest Service Agent
Castaways Resort
04.2022 - 10.2023
- Handled reception duties and enhanced guest interactions.
- Greeted walk-in and phone guests, determining interests and needs.
- Processed bookings and responded to inquiries via phone, email, and in-person.
- Supported housekeeping and food service operations.
- Fostered strong working relationships with all hotel departments.
- Trained new team members on proper customer service techniques and procedures.
- Coordinated with housekeeping staff to ensure rooms were cleaned according to standards.
- Assisted guests in making reservations, including providing information on room availability and rates.
- Elevated to the role of Senior Guest Service Agent in January 2023 following exceptional achievements.
Front of House
Hells Pizza
04.2019 - 04.2022
- Handled cash transactions and ensured stock rotation.
- Enhanced multitasking capabilities.
- Delivered exceptional customer service with clear communication.
- Developed strategies for improving customer experience through better communication between kitchen and front of house staff.
- Assisted in training new front of house staff members.
- Responded to feedback from customers and other front of house staff, making adjustments to food preparation as needed.
- Provided support to front-of-house staff when needed during busy shifts.
Education
Rosehill College -
Rosehill College
01.2019
Level 2 - Hospitality and Tourism
New Zealand School of Tourism
Auckland AirportLevel 3 - Tourism, Travel & Airline Industry
New Zealand School of Tourism
Auckland AirportLevel 4 - Flight Attendant
New Zealand School of Tourism
Auckland AirportRSA License - Responsible Service of Alcohol
First Aid License -
Skills
- Customer liaison
- Exceeds sales goals
- Customer oversight
- Territory management
- CRM proficiency
- Consultative sales
- Persuasive communication
Personal Information
Date of Birth: 26/06/02
References
References available upon request.
Timeline
Customer Service and Sales Consultant
Scenic Luxury Cruises
02.2024 - Current
Co-Director
The Pet Nannies
10.2023 - 02.2024
Senior Guest Service Agent
Castaways Resort
04.2022 - 10.2023
Front of House
Hells Pizza
04.2019 - 04.2022
Rosehill College -
Rosehill College
Level 2 - Hospitality and Tourism
New Zealand School of Tourism
Level 3 - Tourism, Travel & Airline Industry
New Zealand School of Tourism
Level 4 - Flight Attendant
New Zealand School of Tourism
RSA License - Responsible Service of Alcohol
First Aid License -
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