Front Office Supervisor - Avani Adelaide by Minor Hotels
(2023-07 - 2025-05)
- Led a team of 5-10 front office and guest relations staff, maintaining 85-95%+ Net Promoter Scores across monthly reviews
- Trained and onboarded 15+ new hires annually, while improving service consistency
- Managed daily operations for 100+ guest interactions per shift, ensuring adherence to 4-star service standards
- Implemented guest feedback initiatives that boosted repeat guest rate by 12% annually
- Coordinated with housekeeping and maintenance teams to reduce room readiness delays
- Oversaw scheduling and labor allocation, reducing overtime costs by 20% while maintaining service levels
- Managed incident reporting and service recovery, ensuring zero unresolved complaints at the end of each shifts
Guest Experience Officer - Avani Adelaide by Minor Hotels
(2021-06 - 2023-07)
- Managed check-in/check-out processes for 90+ rooms per shift with 1-2% error rate
- Delivered personalized guest service to 100+ guests daily, achieving 95% and above satisfaction scores on surveys and reviews
- Resolved guest concerns within 5-15 minutes on average, improving issue resolution ratings
- Increased upselling revenue by 10-20% monthly through proactive engagements to guests
- Maintained 3.9-4.3 star ratings across platforms such as Booking.com and TripAdvisor
- Managed VIP guest experiences, ensuring 100% compliance with the brand standard for premium service
- Processed billing and payments of $5,000 - $10,000 AUD per shift with zero discrepancies
Food & Beverage Manager (Dual Role w/ Guest Experience Supervisor) - Avani Adelaide by Minor Hotels
(2023-07 - 2025-05)
- Supervised daily Food & Beverage operations ensuring 95-100% service quality consistency and guest satisfaction standards across all shifts
- Trained, coached, and developed 50+ baristas, bartenders, and service staff, improving product knowledge, workflow efficiency, and overall team performance
- Delivered consistent preparation of 150+ coffee beverages and cocktails per shift, maintaining high standards in taste, presentation, and customer experience
- Produced professional-quality latte art with 5+ years of specialty coffee experience, contributing to enhanced brand presentation and customer satisfaction
- Developed and executed 30+ seasonal cocktail recipes and bar promotions annually, increasing beverage sales and customer engagement
- Conducted regular monitoring of product quality, service efficiency, and customer feedback, helping maintain high operational and service standards
- Managed inventory and systemised ordering of goods, ingredients, and utensils, reducing stock shortages and ensuring uninterrupted daily operations
- Coordinated with 10+ external suppliers and vendors to resolve delivery discrepancies, maintain inventory accuracy, and ensure timely procurement of operational supplies
Food & Beverage Staff Promoted to Manager After 1 Yr - Red Chilli Asian Food Bar
(2019-12 - 2021-01)
- Delivered exceptional customer service to 100+ guests per shift, maintaining a welcoming dining experience and resolving guest concerns promptly
- Managed guest seating and menu distribution, coordinating table assignments to support efficient restaurant flow during peak hours
- Handled and confirmed walk-in, phone, and online reservations, ensuring accurate booking records and optimized table utilization
- Prepared and packed food ingredients including meat, seafood, vegetables, and pre-cooked items in compliance with food safety and quality standards
- Assembled and organized food containers and packages on the production line, supporting timely kitchen operations and order accuracy
- Maintained high standards of sanitation and food handling, contributing to a safe and efficient kitchen and dining environment
