Experience

North Regional TAFE

• Australia
• Education Administration Programs
• 1 - 100 Employee

• Lecturer Tourism & Guiding

  • Apr 2021 - Present



Voyages Indigenous Tourism Australia

• Australia
• Hospitality
• 200 - 300 Employee

• Front Office Manager

  • May 2019 - Sep 2020

  I was an an exceptional, personable Front of House Manager who guided the team to deliver a superior guest service. I demonstrated excellent knowledge of hotel front of house/reservation systems and operations management including commercial awareness for the business. I led a team and led other managers as well. I was responsible for the day-to-day management of a hotel and its staff and for planning, organising and directing all hotel services. I assisted in achieving the hotel’s revenue and room sales objectives, ensuring the appropriate standard of service for hotel guests, keeping a close eye on costs and helping the hotel achieve success in what was a very competitive market. As a Front Office Manager, I played a key role in the management and development of a hotel business utilising strong managerial and sales skills.In order to ensure an excellent service, I supervised the work of front office staff in all areas and performed checks to ensure compliance with the requiring quality standards, carrying out thorough inspections to ensure no problems will arise.

• Senior Assistant Manager Front Office, Front Office Assistant Manager Outback Pioneer Hotel & Lodge

  • Nov 2016 - May 2019

  As the Assistant Manager, I was responsible for all aspects of operations at the hotel and provided support to the Hotel Manager. I directed and coordinated hotels activities to obtain optimum efficiency and economy of operations, and maximised full potential with a balanced focus on hotels mission, guests, employees and management’s satisfaction.I assigned duties to staff and observed performance to ensure adherence to hotel policies and established operating procedures. I received and resolved or assisted the Manager in resolving guest complaints and service recovery process. I assisted during meetings, ensuring effective, timely and accurate communications flow with regards to hotel policies and procedures. As needed, I also welcomed guests and customers as they enter the hotel. I ensured the security of the guests and the entire hotel or hotel department.



AAT Kings

• Australia
• Travel Arrangements
• 100 - 200 Employee

• Driver/Guide

  • Dec 2016 - Sep 2020



Buslink VIVO

• Australia
• Truck Transportation
• 1 - 100 Employee

• Bus Operator

  • Jan 2015 - Nov 2016



Elan Soho Suites, Darwin (now Oaks Elan Darwin)

• Night Duty Manager

  • Jul 2014 - Sep 2015

  As Night Manager, I oversaw the supervision of the night Team during the night hours and ensured that excellent service was always delivered to our guests. I acted as first point of contact for guest queries during this time and ensured that Night Audits were completed. I also represented the Management during the night. I assisted the Front Office Manager in all aspects of the department including but not limited to operations, planning, budgeting, staffing and audits in accordance with hotel policies and procedures. I provided leadership and supported all members of the night staff and enforced the Hotels Standards of Excellence in all areas supervised. Aside from front office operations and night audit, I was also responsible for hotel safety and security during my shift. I maintained a professional and high-quality service-oriented environment at all times and dealt with complaints, problem-solving, disturbances, special requests and any other issues that arose. I managed the night shift in the department ensuring all employees performed the tasks assigned to them and coordinated Front Office activities with other departments. I also informed all night staff of nightly activities, as well as special requests and repeat guests.



Voyages Indigenous Tourism Australia

• Australia
• Hospitality
• 200 - 300 Employee

• Groups Coordinator

  • Feb 2013 - May 2014

  My main role in this job was to ensure that all group related enquiries were dealt with in an excellent and professional manner and that all Hotel departments always operated on a high-quality service level. My daily responsibilities included producing detailed forecasts for all Hotel departments, group documentation, scheduling Restaurant times, billing and accounts reconciliation and communication with in-house reservations, travel agents, tour companies and tour leaders. I also compiled reports for management, including occupancy reports and financial information.I directly supervised all front office personnel and ensured proper completion of all front office duties including directing and coordinating the activities of the front desk, reservations, guest services and telephone areas. Further to this, I was tasked with coordinating and supervising operational activities of other front office staff, working within the establishment's guidelines to perform guest check-ins and checkouts, providing exceptional customer service, making sure the day's work was completed, supervising shift closings, refunds, rebates, and room deposits, performing counts, reviewing daily arrivals, handling guest complaints, and resolving problems with rooms promptly with the support of Housekeeping. Further to this, training of Indigenous Trainees of the National Indigenous Training Academy (NITA) towards a Certifice III in Hospitality qualification became an increasing aspect of my duties.

• Receptionist

  • May 2012 - Feb 2013



AAT Kings

• Australia
• Travel Arrangements
• 100 - 200 Employee

• Casual Driver/Guide

  • Aug 2012 - May 2014

  Working as a Tour Guide was something I wanted to do for a long time, despite me not liking public speaking. Talk about a challenge then. Finishing the accreditation for both Uluru Kata Tjuta National Park (2012) and Kakadu National Park (2014) provides me with the 'perfect' excuse to get me out of the office and also improve my public speaking abilities. On top of that, I finally had a more than valid reason to get my HR license, again combining things I love doing in driving and showing tourists my 'home'.



Duxton Hotel Perth

• Australia
• Hospitality
• 1 - 100 Employee

• Front Desk Receptionist/Reservations/Night Audit

  • May 2010 - Apr 2012

  As a Hotel Receptionist, I dealt with enquiries and room reservations made on the telephone, online or by email. I greeted guests on arrival at the hotel and ensured that I made a good first impression through a warm welcome and pleasant atmosphere in the front desk area. It helped to get guests' stay off to the best start. I checked guests in and out, using a computerised system. I issued keys to guests and kept accurate records of which guests have arrived at, or left, the hotel. I made sure that any necessary information goes to the housekeeping, restaurant, maintenance and management departments. I addition to my basic tasks, I also used my sales skills to persuade guests to take a better and more expensive room, to stay longer, used hotel services and leisure facilities, or took advantage of a special promotion to help to increase revenue for the hotel. I was committed to ensuring that guests experience maximum satisfaction, presenting an excellent image of our hotel that left a lasting impression.



McDonald's

• United States
• Restaurants
• 700 & Above Employee

• Shift Supervisor

  • Jun 2008 - Dec 2009

  As a McDonald’s Manager, my responsibilities were customer service, food preparation, cleanliness and hygiene. My job description entailed offering great customer service, ensuring that every guest was treated in a fast and friendly way, and that they got a great experience in visiting McDonald’s. I supervised staff working in the kitchen and front counter. My role also involved ensuring the restaurant was clean, well maintained and always an inviting place for customers. I worked in direct contact with customers and staff and learned essential hospitality and management skills. I provided training for new hires and ensured that they have gained the necessary skills and knowledge prior to onboarding. My work description also entailed providing customers with a quick and accurate service and showing sensitivity to their individual needs, both from behind the till and in the dining areas. I also ensured to produce orders to a consistently high standard with the understanding that quality control was critical. Daily cash and end of day reconciliation including inventory management were an important part of my duties.