Melbourne, Victoria, Australia
I am a seasoned, High-performing Luxury Hospitality and Tourism leader that gets excited executing the highest level of quality that exceeds the expectations of guests and clientele. My goal is to make every guest feel special. My unique hands-on hybrid experience: Travel Consultanting, Guest service roles, Food & Beverage experience & Special events as well as everything else in between, gives me the advantage to connect all the dots so I can effectively execute high functioning luxury operations. I am passionate about mentoring and cross-training employees which motivates excellence and heightens brand awareness. My leadership style is fair, positive and empowering. My strong combination of people and business skills has fostered an increase in revenue, improved guest satisfaction and bolstered repeat business for top hotels in the world. Whilst guiding the deliverance of genuine experiences, Guests and colleagues appreciate my dedication, honesty, energy and attentiveness.
Excellent Customer Feedback for Hotel and Lodge Guests with multiple personal mentions on departure surveys on a weekly basis. Effective communication and administration of all Lodge Guest reservations using an extensive range of booking systems. Great competitive Sales of the Lake House entirely and its respective entities with constant recognition. Positive cooperation with all departments regarding operational delivery. Assist in training and induction of new peers and colleagues with a focus on customer service skills. Ensured logistical operations were running smoothly by implementing measures to reduce and minimise issues where possible. Seek to personally handle guest concerns, maximising the opportunity to maintain great relationships and win repeat and referral business
Continuously facilitate/develop and implement tools and structure that enable the resort and the brand to achieve sustainable business results, achieve company and resort objectives as well as drive continuous improvements and innovation to enhance Guest Experience. To assess, advise and provide a full range of personalized and professional relaxation and wellness treatment services. Regularly liaise with all departments to ensure the seamless flow of information, special requirements, and requests to the relevant departments, often assist in Coordinating seamless Food and Beverage services daily, offering a distinct knowledge of local Australian and International produce, wine, silverware, paraphenalia while ensuring guest requirements and expectations are met and exceeded wherever possible. Take a leadership role in the development of subordinate staff and ensure that the quest for ‘constant improvement’ in the ‘quality’ of the guest experience is an integral part of the ongoing development of the Resort’s culture
Manage room allocation, review room availability status, room blockage and special requests on a daily basis through working closely with Central Reservations Office, Front Office Manager and all relevant departments. Constantly monitor and supervise staff performance in all phases of service and job functions. Greet Guests at the front desk and make suggestions for entertainment, dining, and other engagements as appropriate, make reservations at local/ national establishments upon request of the client.
Nominated Workplace Champion QT Queensland & Rydges Queenstown. - Supervise and monitor activities of all Front Desk department, according to Event Hospitality standards and procedures.
Organising and collecting group luggage, cash-up duties, assisting with arrivals, departures, answering telephones and taking messages in a professional manner, ensuring that all queries and complaints received by guests or visitors are responded to in a friendly, prompt manner.