Thalia Conrad
Summary
Experienced and dedicated guest services professional with a strong background in travel, tourism, and hospitality. Demonstrated ability to thrive in high-pressure environments, consistently delivering exceptional customer experiences and leading teams to success. Proficient in reservation management and skilled in building strong customer relationships. Highly adept at utilizing industry-specific software to streamline operations and enhance guest satisfaction. Seeking an opportunity to leverage extensive experience and passion for service in a dynamic and customer-focused environment.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Front of House Support
Provisions
07.2024 - Current
- Enhanced customer satisfaction by providing exceptional service and promptly addressing their needs
- Collaborated with other team members to maintain a clean, organized, and welcoming environment
- Assisted with delivering food and retrieving items for guests including pastries and desserts
- Monitored food and beverage supplies, assisting with restocking when needed.
- Answered customer questions about food and beverage items and assisted with menu selections
- Supported fellow staff members during busy periods by taking on additional tasks leading to improved teamwork dynamics and increased productivity
- Coordinated with kitchen staff to ensure timely delivery of food orders, minimizing wait times for guests
Head Hostess
Il Caminetto
10.2022 - Current
- Established a welcoming atmosphere by greeting guests promptly and professionally upon arrival
- Assisted guests with reservations via phone, email and face to face
- Managed a floor plan and ensuring a consistent dining flow
- Monitored restaurant activity throughout
- Trained and mentored new staff members to ensure consistent service quality and adherence to restaurant policies.
- Assisted with table changes, polishing cutlery and glassware when needed
- Performed opening and closing duties as required
Guest Services Supervisor
Ziptrek Eco Tours
02.2023 - 03.2024
- Performing all required duties of a Guest Service Agent
- Effectively supervising day-to-day operations of a busy guest service department
- Hiring, training, and mentoring the Summer 2023 Guest Service Team
- Communicating productively with the team about updated policies, procedures and product information
- Working proficiently using different software
Guest Services Agent
Ziptrek Eco Tours
05.2022 - 10.2022
- Providing guests with consistent and exceptional service based on their individual needs
- Assisting guests with any and all inquiries via phone, email and face to face
- Describing and recommending to guests Ziptrek products where appropriate
- Supporting guests with reservation and check in requirements
- Ensuring to offer merchandise and endeavour to maximise product sales
- Coordinating with the team on all tasks and assisting other agents where possible
- Ensuring correct policies and procedures are followed during all stages of the reservation and check in process
- Assisting with the coordination and reservations of group bookings with private companies, tour companies and resellers
Patient Services Consultant
Hunter Imaging Group
07.2020 - 02.2022
- Receiving inbound calls from patients and doctors and making outbound calls when required
- Assisting with patient enquiries and making relevant appointments for a range of exams including Xray, ultrasound, CT, MRI, Mammography, PET-CT and Nuclear Medicine
- Providing confirmation of appointment details including costs, preparation and COVID safe requirements
- Assisting doctors with report enquiries and referring to a relevant radiologist upon request
- Processing and saving patient request forms to their relevant files once received from fax, email, online uploads, or electronic orders
- Ensuring correct procedures and protocols are followed when making appointments for certain exams such as MRI safety, biopsies, PET scans and interventional injections
- Completing assigned tasks and assisting other consultants when available
Travel Sales Consultant
Flight Centre
03.2018 - 03.2020
- Making Domestic and International travel recommendations, quotes, sales and bookings everyday
- Preparing client itineraries and travel documents as well as ensuring correct visa information is provided
- Running a portfolio by growing and maintaining relationships with customers
- Receiving customer payments and processing payments to wholesalers and suppliers through various systems
- Attending regular training to keep up to date with industry and product knowledge
- Working towards achieving team and individual sales targets and incentives
Inbound Customer Service Representative (Westpac)
Sykes Australia
07.2016 - 03.2018
- Receiving inbound calls from external clients
- Handling a wide range of enquiries in relation to bank accounts, credit cards and term deposits
- Meeting daily and monthly targets
- Ensuring call quality and making the experience positive for customers
- Providing digital education to customers across their online and mobile banking
Sales Assistant
Ritchie's Supa IGA Liquor
07.2015 - 06.2018
- Provided courteous and proficient customer service
- Handled cash and EFTPOS transactions
- Managed stock rotation and store supervision
- Ensured quality standards across hygiene and cleanliness
- Responsible service of alcohol and tobacco products
Sales Assistant
Ritchie's Supa IGA Grocery
10.2014 - 07.2015
- Provided courteous and proficient customer service
- Handled cash and EFTPOS transactions
- Assisted with stock refill and rotation
- Ensured quality standards across hygiene and cleanliness
- Responsible service of tobacco products
Crew Member
McDonald's
05.2015 - 03.2016
- Collaborated with team members to deliver customer service
- Prepared food/beverages and handled transactions
- Maintained store cleanliness and safety
Crew Member
McDonald's
03.2011 - 05.2015
- Collaborated with team members to deliver customer service
- Prepared food/beverages and handled transactions
- Maintained store cleanliness and safety
Education
Higher School Certificate -
All Saints College St Mary's Campus
Maitland, NSW Australia2014
Record of School Achievement -
All Saints College St Peter's Campus
Maitland, NSW Australia2012
Skills
Customer Service & Relations
Team Leadership & Mentoring
Reservation Management Systems
Sales & Upselling Techniques
Problem Solving & Conflict Resolution
Industry-Specific Software: Word, Excel, Google Docs, Inteleviewer, Zaui, SevenRooms
Certification
- Certificate IV in Travel and Tourism, Institute of Training and Education Pty Ltd - 2020
- Certificate III in Travel and Tourism, Institute of Training and Education Pty Ltd - 2019
Additional Information
References available upon request
Timeline
Front of House Support
Provisions
07.2024 - Current
Guest Services Supervisor
Ziptrek Eco Tours
02.2023 - 03.2024
Head Hostess
Il Caminetto
10.2022 - Current
Guest Services Agent
Ziptrek Eco Tours
05.2022 - 10.2022
Patient Services Consultant
Hunter Imaging Group
07.2020 - 02.2022
Travel Sales Consultant
Flight Centre
03.2018 - 03.2020
Inbound Customer Service Representative (Westpac)
Sykes Australia
07.2016 - 03.2018
Sales Assistant
Ritchie's Supa IGA Liquor
07.2015 - 06.2018
Crew Member
McDonald's
05.2015 - 03.2016
Sales Assistant
Ritchie's Supa IGA Grocery
10.2014 - 07.2015
Crew Member
McDonald's
03.2011 - 05.2015
Higher School Certificate -
All Saints College St Mary's Campus
Record of School Achievement -
All Saints College St Peter's Campus
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