AMY MAXWELL
Lewiston,SA
Summary
Experienced professional in the hospitality industry with successful management of two venues, The Old Spot Hotel and The Smithfield Hotel, at the Plush Group of Hotels. Overcame various challenges, gaining valuable knowledge and increasing responsibilities. Proactive and goal-oriented with excellent time management and problem-solving skills, thriving in fast-paced environments. Reliable and adaptable with a swift capacity to learn and apply new skills. Committed to driving team success and contributing to organizational growth.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Hotel Manager/Payroll Administrator
Plush Group of Hotels
01.2016 - 02.2025
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Regularly analyzed guest feedback data to identify and address areas where improvements could be made, resulting in consistently high customer satisfaction ratings.
- Handled guest complaints and resolved the issue, in the best interest of the Business and the customer.
- Conducted regular staff performance evaluations, identifying areas for improvement and providing constructive feedback.
- Established a positive work culture that promoted teamwork, collaboration, and employee morale.
- Managed hotel operations for seamless functioning, ensuring high levels of efficiency and guest satisfaction.
- Ensured compliance with all local, state, and federal regulations related to hotel operations and licensing requirements.
- Developed and implemented strategies to optimize operational efficiency and maximize profits.
- Oversaw all aspects of event planning, from contract negotiation to day-of coordination, resulting in successful events and satisfied clients.
- Analyzed and evaluated business data to identify opportunities for improvement.
- Maintained strict adherence to budgetary guidelines while allocating resources effectively across departments.
- Led team of 50+ staff, fostering culture of excellence and teamwork that significantly reduced staff turnover rates.
- Developed and maintained strong relationships with vendors, negotiating favourable contracts for goods and services.
- Oversaw renovation projects to modernize facilities, ensuring minimal disruption to hotel operations and guest satisfaction.
- Maintained compliance with health and safety regulations, ensuring safe environment for both guests and staff..
- Spearheaded the development of new policies and procedures to address evolving industry trends and guest needs.
- Conducted regular performance evaluations of staff members, providing constructive feedback for continuous improvement.
- Organized staff schedules efficiently to ensure adequate coverage during peak hours while minimizing labor costs.
- Managed end-to-end processing of bi-weekly and monthly payrolls for a diverse workforce within strict deadlines
- Provided exceptional customer service by responding to employee inquiries regarding payslips, deductions, taxes, and benefits in a timely manner.
- Uploaded time records into computer system and made adjustments to create accurate database for payroll processing functions.
- Supported employees during transitions such as promotions or terminations by ensuring proper adjustments were made in their payrolls.
- Reviewed time records for 130 employees to verify accuracy of information.
- Resolved complex payroll issues promptly, maintaining a high level of employee satisfaction.
- Ensured compliance with federal, state, and local tax regulations by maintaining updated knowledge of laws and guidelines.
- Successfully transitioned the company to a new payroll service provider by coordinating data migration efforts and training staff on new processes.
- Maintained confidentiality of employee records and payroll information.
- Assisted with recruitment and onboarding of new employees.
Store Manager
Jeanswest
02.2014 - 01.2016
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Prepared comprehensive reports detailing key KPIs such as sales figures customer demographics inventory turnover rate sharing data higher-ups actionable insights improvements needed areas.
- Approved regular payroll submissions for employees.
Assistant Manager
ALH
01.2008 - 01.2014
- Company Overview: ALH Group
- Assertively upsold alcoholic beverages, appetizers and desserts
- Rectified guest complaints quickly and efficiently
- Carefully interviewed, selected, trained and supervised staff
- Clearly and promptly communicated pertinent information to staff, such as large reservations or last minute menu changes
- Interacted positively with customers while promoting hotel facilities and services
- Organized special events in the restaurant, including receptions, promotions and corporate luncheons
- Strategically developed effective marketing plans to increase sales and profits while managing costs
- Recognized and formally acknowledged outstanding staff performance to boost company morale and productivity
- Actively participated in ongoing customer service programs to build sales and rapport in the community
- Promoted a positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service
- Oversaw front of house personnel to maintain adequate staffing and minimize overtime
- Developed, implemented and managed business plans to promote profitable food and beverage sales
- Quickly identified problem situations and skillfully resolved incidents to the satisfaction of involved parties
- Counted cash drawers and made bank deposits
- Assigned employees to specific duties to best meet the needs of the Venue
- Reordered inventory when it dropped below predetermined levels
- Conducted full liquor and food stock take monthly
- High standard of all OH&S
- Generated repeat business through exceptional customer service
- Payroll
- Supervised day-to-day operations to meet performance, quality and service expectations.
Education
Apprenticeship - Hairdressing
Clip Joint
01.2004
Skills
- Customer-oriented
- Employee scheduling
- Positive and friendly
- Efficient multi-tasker
- Staff supervision
- Computer skills
Accomplishments
Successfully transitioned from using an external payroll company, to processing payroll internally.
Certification
- Management Course
- RSA
- RSG & BG1
- Advanced problem gambling
- P&L Training
- Customer service course
- Current First AID
Additional Information
Andrew Plush
Plush Group of Hotels
Hotel Director
0419 851 034
Gary Wright
Plush Group of Hotels
In house Accountant
0408 825 489
Karleigha Wedge
Jeanswest
Manager
0424 143 976
Further references upon request
Timeline
Hotel Manager/Payroll Administrator
Plush Group of Hotels
01.2016 - 02.2025
Store Manager
Jeanswest
02.2014 - 01.2016
Assistant Manager
ALH
01.2008 - 01.2014
Apprenticeship - Hairdressing
Clip Joint
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