Case Manager

• Oct 2020 - Present

Manager on Duty

• Nov 2014 - Oct 2020

The Fullerton Hotel SydneyThe Fullerton Hotel is an award-winning, five-star hotel set in the heart of Sydney's central business district offering accommodation with 416 rooms, fine dining, spa, and full conference facilities.Reports to the Front Office manager and takes on responsibility for overseeing day-to-day running of Front Office operations whilst also acting as a bridge between the front and back office. Key accountability is given for customer/guest satisfaction, financial/yield performance, KPI governance, compliance, and staff leadership.•Managed the front office operations behind this lucrative five-star hotel with upwards of 400 people checking in daily and over 1,000 guests staying at the hotel at any one time.•Led 4 direct reports with a total headcount of 40 FTEs during any one shift. Set development plans for each report and ensured each leader was accountable for their teams’ performance. Ensured team members have current knowledge of the hotel products, services, facilities, events, pricing, and policies.•Prepared/analysed and distributed Financial Performance reports (Up-selling, Room Revenue, etc,).•Increased online reputation and guest satisfaction scores (Trip Advisor #3 in Sydney, 9.3/10 on Booking.Com, 8.9/10 on Trivago, 4.7/5 on Google listings, etc), successfully underpinning the values and brand of The Fullerton Sydney. •Continuously analysed and evaluated daily shift reports and Guest satisfaction surveys as part of the continuous improvement program and worked with department heads to provide constructive feedback.•Analysed daily shift reports to assess guest issues and complaint resolution.•Oversaw and supervised guest arrivals and departures with the front office executive and duty managers. Handled any guest complaints or contentious issues that cannot be settled directly by team members. •Reviewed arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.

Welcome Desk Manager & Departmental Trainer

• Jan 2011 - Nov 2014

The W London is based in London’s Soho and is in the epicentre of the city’s cultural core. The hotel offers over 192 guest rooms and suites with a retro and modern infusion style whilst withholding a reputation for exceptional levels of quality and guest service.Initially joined the hotel as a Welcome Desk Agent before being promoted to both a Welcome Desk Agent and Departmental Trainer, and then as a Welcome Desk Manager in Jul 2012.•Managed the day-to-day hotel operations including leading a team of 4 direct reports with 40+ employees on shift and servicing the needs of 200-300 guests staying at the hotel daily.•Championed training and development needs, to ensure staff are properly trained in all areas the related guest services, compliance, pricing, up selling, etc. Worked with Brand Directors on training material.•Lifted the increased pay suite occupancy rate by >20% through up-skilling staff.•Monitored and managed staff rostering to ensure enough coverage.•Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.•Reviewed and monitored the guest experience index portal. Analysed guest feedback and monitor trends. Helped lift social media trust factor through promoting online reviews.•Encouraged and built mutual trust, respect and cooperation among the team members.•Trained new associates from induction through to their appraisals and development plans. Focus on future talent development and a culture of accountability within the team.

Senior Guest Service Agent

• Dec 2008 - Nov 2010

Corporate 5 star property with 172 rooms (part of Starwood Hotels & Resorts Inc) Reported to the Front Office Manager and was responsible for leading and training front desk associates as well as taking on responsibility for day-to-day guest well-being and customer services management.•Provided an exceptional customer experience reflective of this well recognised five-star hotel, welcoming guests and ensuring the needs and expectations are met throughout their stay.•Directly involved in training and developing front desk associates to meet Westin Brand standards, and to train staff on processing policies, as well as use of Opera PMS (Property Management system). •Promoted the SPG loyalty program and its benefits to all guests, and successfully exceed all targets with upwards of 100+ guests involved to loyalty program each month.•Handled and resolved routine as well as more complex complaints and issues•Assisted in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.

Hotel Development Coordinator/ Senior Client Advisor

• Jul 2007 - Nov 2008

Reservations company with two hotel and two serviced apartment reservation websites.Reported to the Operations Manager and was responsible for overseeing the running and maintenance of the hotel reservation websites as well as supplier management and systems reporting.•Managed, trained and developed a small team of reservations agents whilst ensuring all reservations were correctly and effectively responded to, and any problems quickly resolved.•Built strong relationships with hotel suppliers and managed the setting up new contracts and negotiating commission. Analysed and reported on supplier performance and commission revenue earned.•Created new systems, standards and procedures to improve productivity, guest service and increase revenue. •Responded to and communicated customer feedback and complaints with hotels.

Central Reservations Sales Agent

• Jul 2006 - Jul 2007

Working at Thistle Hotels central reservations call centre part time when studying. Reporting to Reservations Supervisor, my key responsibilities included:•Responding to inbound telephone calls from prospective customers to convert reservation enquires into bookings to maximise sales and I always exceeded my sales targets.•Communicated with the hotels about availability and rates and solving problems daily.•Responding to customer emails and third party agent reservations.