Experience

• 

  Mercure Melbourne Southbank

  • Australia
  • Hospitality
  • 1 - 100 Employee

  • Front Office Manager

    • Jul 2022 - Present

    Re-Brand Opening Team

  • Secondement to Higher Duties

    • Jun 2023 - Jul 2023

    Higher Duties during General Manager absence

• 

  Novotel Melbourne Central & Ibis Melbourne Central

  • Melbourne, Victoria, Australia

  • Front Office Assistant Manager

    • Mar 2022 - Jul 2022
    • Melbourne, Victoria, Australia

    Re-Opening Team• Leading, developing and building guest services teams• Training, cross-training and retaining staff• Supervising and scheduling workload­• Maintaining guest services, front desk goals and KPIs­• Ensuring exceptional customer service­• Implementing projects and policies­• Communicating, monitoring and ensuring safety standards• Maintaining working relationship and communication with all departments• Assisting in department budget forecast

• 

  Accor

  • Melbourne, Victoria, Australia

  • Assistant Manager - Front Office

    • May 2021 - Mar 2022
    • Melbourne, Victoria, Australia

    Quarantine Hotel Operations­• Overseeing daily hotel operations­• Coordinating residents movement• Responding to resident complaints and provide relevant action and follow up­• Creating content to brighten residents experience during their quarantine time• Facilitate the safe management of the operations • Providing leadership and guidance to teams• Ensuring adherence to Standard Operating Procedures, infections control, and other health and safety requirements­• Responds to critical incidents and manage risks to limit the spread of infection­• Ensuring strict adherence to PPE requirements

• 

  Marriott Hotels

  • Melbourne, Victoria, Australia

  • Duty Manager / Guest Service Manager

    • Dec 2020 - Apr 2021
    • Melbourne, Victoria, Australia

    • Leading, developing and building guest services teams­• Maintaining guest services, front desk goals and KPIs­• Ensure exceptional customer service­• Implementing projects and policies­• Communicating, monitoring and ensuring safety standards

• 

  Novotel Melbourne Central & Ibis Melbourne Central

  • Australia
  • Hospitality
  • 1 - 100 Employee

  • Step-Up Duty Manager

    • Oct 2020 - Dec 2020

    • Management of the day to day operation and assisting in Concierge, Food & Beverage, Reservations, Switchboard Operations, Night Audit and Housekeeping runners• Following and enforcing All Safe guidelines­• Liaison with the housekeeping department• Ensure service standards are maintained in the aforementioned areas• Ensure profitability is maximized• Ensure customer/guest and staff needs are met

  • Guest Service Agent

    • Mar 2019 - Oct 2020

    • Customer service• Efficient and courteous check-in, check-out• Maintain strict security procedures with credit and cash transactions and guest information (guest confidentiality/privacy)• Accounting procedures• Maintain communication channels between Hotel guests and all Hotel departments both verbally and in writing• Handling all calls promptly and professionally• Promote hotel facilities.• Implementing security and safety

  • Porter

    • Oct 2018 - Oct 2019

    • Welcome guests• Park and retrieve guests’ cars• Escorting guests to their rooms• Explain the facilities of the Hotel• Provide tourism information and dining/entertainment recommendations to our Guests• Implementing security and safety (OH&S Representative)

• 

  Coles

  • Melbourne, Victoria, Australia

  • Customer Service Agent

    • Apr 2020 - May 2020
    • Melbourne, Victoria, Australia

    • Taking inbound calls from the customers who are shopping online for store products and resolve their enquiries.• Updating customers’ accounts with appropriate notes and details after the call.• Liaise with the stores and the CSAs to assist in the delivery of the orders to the customers.• Answering calls from the Stores and drivers to help them with their enquiries.• Occasional outbound calls to coordinate the delivery of the items to the customers.• Process and respond to customer and store emails in the Customer Care and Priority inbox.