Archer Sutton
Prahran
Summary
24+ years experienced business development & hotel management professional highly skilled in providing business consultation and training clients across the hospitality domain to generate revenue. Possesses diverse experience in business development, client relationship building, sales driving resort operations, controlling inventory, and gathering feedback as part of providing optimum customer service. Proficient in spearheading high-performing teams and directing venue occupancy initiatives to ensure visitor retention.
Overview
30
30
years of professional experience
Work History
Assistant Manager Front Office
Crown Resorts Metropol & Crown Resorts Promenade
01.2021 - 08.2023
- Interacted with customers by phone, email, or in-person to provide information.
- Served as floating manager-on-duty, MOD, to cover shift shortage.
- Built and managed processes for tracking and monitoring department performance.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Identified opportunities to streamline processes and improve office operations and efficiency.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
- Encouraged and mentored employees to boost performance and remove process inefficiencies.
Guest Experience Manager
The Soho Hotel, Firmdale Hotels
03.2017 - 05.2020
- Developed and implemented strategies to uphold safety and security of guests.
- Motivated and rewarded employees to improve engagement.
- Coached and developed associates to improve soft skills and recovery techniques.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Consistently offered personalized recommendations for guest activities based on detailed conversations with clients upon arrival.
- Developed and maintained positive relationships with guests for satisfaction.
- Prepared reports on guest satisfaction levels and other metrics.
- Monitored staff performance and provided feedback and guidance.
Operations & Training Consultant
Contracted Consultant
04.2014 - 03.2017
- Provided consulting services for hospitality-based businesses to increase their bottom line and profit margin.
- Performed initial assessments of issues and identified key areas of focus to address stakeholder requirements.
- Employed diverse techniques including shadowing, interviewing, surveying, and reporting to collect data on client businesses.
- Planned and executed business projects for clients while ensuring 100% fulfillment of client requirements.
- Created training materials, procedural manuals, etc. for clients and provided tips/insights to optimise operational efficiency.
- Develop and Implement processes for clients to achieve an increase in customer retention and their customer base.
- Wrote and compiled detailed comprehensive reports on improvement areas for clients.
Co-founder & Operations Manager
Cafe Ultimo
07.2011 - 04.2014
- Established foundational processes for business operations.
- Developed marketing materials and campaigns to boost brand awareness and customer engagement.
- Identified business development challenges and customer concerns for proactive resolution.
- Conducted target market research to discover customer needs and analyze competitor trends.
- Evaluated suppliers to maintain cost controls and improve operations.
- Established team of motivated and highly skilled employees to help run business.
- Maintained P&L and shouldered fiscal responsibility.
Assistant Manager Front Office
Sheraton Hotel & Resorts
05.2009 - 05.2011
- Led a team of 50 directly & indirectly while providing training on customer service through leading by example method.
- Aided in reducing guest complications and interacted with guests to obtain feedback while administering till reconciliation.
- Improved processes by recording guest issues in the guest response tracking system and utilised it in corrective action plans.
- Maintained robust guest-employee relationships to increase customer satisfaction rate.
Reception Supervisor
Hayman Island Resort
03.2008 - 11.2009
- Liaised with relevant departments for guest arrivals and departures on Hamilton Island with minimal wait time interacted with guests for transport/departure details and coordinated with staff for transport from resort to Marina.
- Administered external travel partner management including Hamilton Island team, sea plane and helicopter companies, airlines, etc.
- Forged strong relationships with all departments to support all property operations and ensure operations transparency.
- Communicated with relevant departments to establish norms for improving efficiency and ensured 100% compliance of policies.
- Oversaw team porters for coordinating luggage collection timings and logged details of the same to maintain 0% error rate.
Front Office Assistant Manager
Daydream Island Resort & Spa
11.2005 - 01.2007
- Assisted front office & resort managers in coordinating facilities while managing staffing levels via optimal resource allocation.
- Managed guest arrival and departure by ensuring 100% porter efficiency for 3rd party ferry services.
- Ensured 100% adherence to standards in areas such as presentation, service, grooming, and procedures by all departments.
- Reported safety incidents to the Resort Manager and achieved the set financial goals with respect to the budget.
- Tracked resort status, guest movements and conferences while upselling the resort rooms to maximise occupancy and yield.
New Business & Portfolio Manager
Ray White Real Estate South Brisbane
01.2003 - 11.2005
Guest Services & Night Audit Manager
Stamford Plaza Hotel
01.2002 - 01.2003
Assistant General Manager
Quality Inn Railway Motel & Function Centre
01.2000 - 01.2002
Assistant Manager
Café Belissimo & Catering
06.1998 - 01.1999
Cafe Manager
Buzz Bar Cafe
06.1997 - 06.1998
Store Manager
Mcdonalds Cinema City & Forrest Chase
10.1993 - 06.1997
Education
First Aid Certification -
National First Aid
Melbourne09.2023
Responsible Service of Alcohol -
Australian Hotels Association
Perth, WA05.2019
Certificate IV - Training & Assessment -
Briston Training & Development
Perth, WA01.2014
In Focus Training -
Cohen & Brown
Brisbane, QLD03.2003
Property Agent Sales Registration -
Real Estate Institute Of Queensland
Brisbane, QLD01.2003
Intermediate Operations Course -
McDoanlds Operations
Sydney, NSW11.1997
Basic Management Course -
McDonalds Operations
Perth, WA12.1996
Management Development Program I And II -
McDonalds Operations
Perth, WA01.1996
Basic Operations Course -
McDonalds Ooperations
Perth, WA11.1995
Skills
- Project Management
- Senior Leadership Support
- Building Morale
- Staff Scheduling & Supervision
- Organisation and Planning
- Front Office Management
- CRM Software
- Inquiry Response & Telephone Reservations
- Data Entry & Oral and Writing Communication
- Inventory Oversight
- Customer Relations
- Coaching and Training
- Policy and Procedure Modification
- Guest Service and Assistance
- Listening Skills
- Professional Relationships
- Reservations Assistance
- Microsoft Office Suite
- Training and Development
- Resolving Disputes
- Operational Management & Reporting
- Office Management Software
- Special Requirements
- Daily Shift Oversight
- Microsoft Office
- Hospitality Service
- Corrective Actions
- Multi-Tasking Skill
- Company Representation
- Conflict Management & Constructive Feedback
- Budgeting
- Research and Analysis
Timeline
Assistant Manager Front Office
Crown Resorts Metropol & Crown Resorts Promenade
01.2021 - 08.2023
Guest Experience Manager
The Soho Hotel, Firmdale Hotels
03.2017 - 05.2020
Operations & Training Consultant
Contracted Consultant
04.2014 - 03.2017
Co-founder & Operations Manager
Cafe Ultimo
07.2011 - 04.2014
Assistant Manager Front Office
Sheraton Hotel & Resorts
05.2009 - 05.2011
Reception Supervisor
Hayman Island Resort
03.2008 - 11.2009
Front Office Assistant Manager
Daydream Island Resort & Spa
11.2005 - 01.2007
New Business & Portfolio Manager
Ray White Real Estate South Brisbane
01.2003 - 11.2005
Guest Services & Night Audit Manager
Stamford Plaza Hotel
01.2002 - 01.2003
Assistant General Manager
Quality Inn Railway Motel & Function Centre
01.2000 - 01.2002
Assistant Manager
Café Belissimo & Catering
06.1998 - 01.1999
Cafe Manager
Buzz Bar Cafe
06.1997 - 06.1998
Store Manager
Mcdonalds Cinema City & Forrest Chase
10.1993 - 06.1997
First Aid Certification -
National First Aid
Responsible Service of Alcohol -
Australian Hotels Association
Certificate IV - Training & Assessment -
Briston Training & Development
In Focus Training -
Cohen & Brown
Property Agent Sales Registration -
Real Estate Institute Of Queensland
Intermediate Operations Course -
McDoanlds Operations
Basic Management Course -
McDonalds Operations
Management Development Program I And II -
McDonalds Operations
Basic Operations Course -
McDonalds Ooperations
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