ANN-KATHRIN KELLER
Bundall,QLD
Summary
Motivated professional with talent for coordinating guest services. Proactive with history of managing multiple tasks in various areas with specialties in conflict resolution, team coordination, and customer support. Highly organized, detail-oriented and thrives in fast-paced, intense environment.
Overview
14
14
years of professional experience
Work History
Front Office Manager
Cllix
Gold Coast-Brisbane-Sunshine Coast , QLD
07.2024 - Current
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
- Ensured compliance with hotel policies and procedures as well as local, state and federal regulations.
- Coordinated with other departments to ensure smooth running of the entire hotel operation.
- Monitored front desk operations on a regular basis to identify areas for improvement or corrective action.
- Resolved customer complaints promptly and efficiently while maintaining a professional demeanor at all times.
- Prepared and analyzed front office reports to track performance and identify improvement areas.
- Performed administrative tasks such as filing paperwork, preparing reports or updating databases when needed.
- Ensured compliance with health and safety regulations within the front office area.
- Utilized property management systems to manage guest bookings, payments, and other transactions.
- Managed daily three-way banking processes and completed End Of Month for different properties.
- Served as the primary relief manager for the General Manager, overseeing all hotel and building operations in their absence.
Hotel Assistant Manager
The Star Residences Gold Coast
03.2022 - 06.2024
- Supervise, manage, and direct the overall performance of the hotel team.
- Manage hotel accounts.
- Delivered exceptional customer service to ensure guest satisfaction.
- Promoting the hotel's services and amenities.
- Recruited and trained new staff while also creating updated training material
- Identified potential customer complaints before they became major issues by proactively addressing concerns quickly and effectively.
- Assign responsibilities to employees to ensure productivity is met.
- Implementing and improving office procedures.
- Managing rosters and staff budgets to run more efficiently.
- Lead the overall success of the hotel, ensuring efficient operations, keeping an eye on costs, and maximizing revenue opportunities.
- Winner of the Leadership Award for Q3, FY23.
- Check guests in and out of the hotel.
- Manage and make reservations.
- Manage day-to-day operations.
- Membership retention and sales.
- Managed inventory and streamlined order processes to ensure efficient stock control
- Allocated bookings using the Equal Distribution System.
- Arrange payment of all invoices.
- Ensured the accuracy of all room rates, discounts, and billing instructions.
- Answered incoming calls promptly and courteously, routing them to appropriate personnel as necessary.
Assistant Manager - Duty Manager - Guest Service Agent - Reservations Agent
Peppers Soul Surfers Paradise
Surfers Paradise, QLD
05.2018 - 03.2022
- Room Attendant - Housekeeping Supervisor - Trainer
- Cleaning and maintaining 5 star apartments
- Planning the day to ensure rooms are ready for check in time
- Interacting with guests and anticipating guests needs
- Daily allocations
- Train new team members in cleaning procedures
- Fire training
- Chemical training
- Training in guest interactions
- Checking and ensuring room is up to standard
- Monitoring teams
- Processing of end of day paperwork
- Liaising with all departments
- Handling guest complaints
- Disciplinary actions
- Front line Customer service and cashier
- End of day balancing
- Advising and selling products to customers based on their needs including insurances, superannuation, loans, investments and new bank accounts
- Assisting customers on the phone via the call center
- Loan processing
- Representing and promoting the bank at events seeking new recruits to the bank
- Conducting week-long workshops with trainees.
Apprentice Banker
Sparkasse Mittelmosel Eifel Mosel Hunsruck
Germany
08.2010 - 08.2013
- Assisting customers on the phone via the call center
- Loan processing
- Representing and promoting the bank at events seeking new recruits to the bank
- Conducting week-long workshops with trainees.
Education
Diploma in Business And Management -
Gold Coast Learning Centre
TOEFL Registration 0000 0000 2437 6068 Score 96/120 - Test of English as a Foreign Language -
Banking Professional Certificate -
Responsible Service of Alcohol (RSA) Certificate -
Completed Vocational Business School in Germany -
Completed High School at Sophie Scholl Realschule, Germany -
Skills
- Team Culture Development
- Effective Time Management
- Leadership and Communication
- Exceptional Customer Service
- Scheduling and Reporting
- Compliance to Standards/Legislation
- Staff Training and Development
- Proficient in Opera, Sihot and RMS
References
Lauryn Johansen
Front Office Manager
The Star Gold Coast
0407 762 516
lauryn.johansen@star.com.au
Michelle Baldwin
Regional General Manager Cllix
0413 462 657
manager.rubygoldcoast@cllix.com
Timeline
Front Office Manager
Cllix
07.2024 - Current
Hotel Assistant Manager
The Star Residences Gold Coast
03.2022 - 06.2024
Assistant Manager - Duty Manager - Guest Service Agent - Reservations Agent
Peppers Soul Surfers Paradise
05.2018 - 03.2022
Apprentice Banker
Sparkasse Mittelmosel Eifel Mosel Hunsruck
08.2010 - 08.2013
Diploma in Business And Management -
Gold Coast Learning Centre
TOEFL Registration 0000 0000 2437 6068 Score 96/120 - Test of English as a Foreign Language -
Banking Professional Certificate -
Responsible Service of Alcohol (RSA) Certificate -
Completed Vocational Business School in Germany -
Completed High School at Sophie Scholl Realschule, Germany -
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