RACV

Delivering an effective operation of the property, managing all team members, providing excellent customer service and attend to guest and members needs in a friendly and professional manner. Additionally, working closely with the Housekeeping & Maintenance departments to deliver brand standard rooms, product and services while ensuring the safety and security of the property and guests.

Hotel Duty Manager

TFE Hotels

TAS Duty Manager / Food & Beverage Attendant: Travelodge Hotel Hobart Airport (2018 – 2019)
VIC Duty Manager / Food & Beverage Attendant: Travelodge Hotel Melbourne Docklands (2017 – 2018)

Delivered exceptional guest services by leading day and overnight hotel operations, effectively supervising the front office, food & beverage, and housekeeping staff. Helped recruit, review, and manage team members. Aligned tasks and assignments via daily meetings and briefings, including updates about VIPs, feedback, product education, etc. Informed guests about travel, transportation, tickets, etc. to meet special requests and to ensure complete satisfaction. Completed stocktake, payroll accrual and wastage tasks at the end of the month for Food & Beverage. 
•	Increased revenue by 20% for FY 2019.
•	Achieved one of the highest Food Safety Audit scores of 95%+.
•	Hosted the largest group breakfast of 600+ guests for the hotel brand for a period of one week.
•	Maintained positive guest feedback of 4.5/5 for an entire year.
•	Attained overall budget month-by-month for nine out of 12 months.

Hotel Duty Manager - Food & Beverage

Rydges Hotels & Resorts

Led the day-to-day operations of a high traffic Four-Star Full-Service Airport Hotel, including oversight of all shift employees. Maintained smooth handover processes and implemented training to boost staff effectiveness. Supported auditing, including accurate cashier audits; maintained relevant software rolls successfully.

•	Managed one of Sydney’s busiest hotels with 300+ rooms.
•	Devised and implemented strategies to maximise average rate and occupancy.
•	Conceptualised and executed strategies to retain staff and reduce staff turnovers.

Hotel Night Manager

InterContinental Hotels Group (IHG®)

Directed the guest experience by providing exceptional service to align with the high standards of the Holiday Inn brand. Quickly attended to guest concerns and requests, working in collaboration with a professional team. 

•	Extended the positive guest experience by maintaining knowledge of hotel promotions and skills outside of the hotel.

Guest Experience Specialist/Night Auditor 

The Great Southern Hotel

Enabled the ongoing delivery of quality guest services at a famous heritage Sydney CBD Hotel. Processed check-ins and check-outs as well as bookings. Reconciled cashier float at the end of shift for optimal accuracy.

•	Met and exceeded all expectations for the role due to commitment to guest satisfaction.

Guest Service Agent / Night Auditor

The Park Hotels

Oversaw rooms and Food & Beverage operations at The Residence Suites and other exclusive suites for a premium Five-Star Luxury Boutique Hotel. Briefed staff daily on VIP arrivals and other guests. Responsible for The Residence Lounge, Business Centre/Board Room, and other guest facilities. 

•	Managed 60+ Executive rooms, including the Presidential Suite, housekeeping team, food service staff and chefs.

Residence Floor Manager/Guest Service Agent

Jet Airways

• Ensured streamlined check-in processes and resolved ticketing/baggage issues 
• Managed any disruptions and communicated any delays to guests  
• Built rapport with key airport agencies i.e. Airport Authority India, Immigration, CISF & Customs

Customer Service Assistant

Highly motivated and customer-focused manager with 10+ years of experience in delivering exceptional guest services and expertise at hotels, including Five-Star and Four-Star establishments in India and Australia. Trusted leader and motivator who seeks to boost staff engagement through ongoing communication and feedback. Quickly responds to guest concerns and complaints, often going above and beyond to ensure complete satisfaction. 
I’m ready to take on a new challenge in management, whether in the hotel/hospitality industry or another suitable role!

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