Benjamin Maude
Maroubra,NSW
Summary
I am an accomplished and outgoing 27 year old with a history of loyalty and achievements in the customer experience and hospitality field whilst finding myself as a leader. I am a highly motivated individual and will often go above and beyond to complete my tasks and build relationships with fellow team members.
Currently in a Hotel Trainer Corporate role and am looking to head back into a more guest service focused role.
Overview
13
13
years of professional experience
Work History
Hotel Trainer
The Darling Hotel
Pyrmont, NSW
04.2023 - Current
- Re-structure the Onboarding process toc ensure all new team members are brought through the same welcoming process, detailing their development and finding their capabilities.
- Generate training materials aimed at upskilling team members or designed to aid team members understand certain policies & procedures
- Generated training workshops to help team members build their own strengths and recognise weaknesses. Provided one-on-one guidance to create accurate training content.
- Designed and outlined the hotels operations in writing form. Detailing the onboarding of team members to the departure of a patron in the hotel.
- Collaborated with other departments within The Star to bring the company values to fruition.
Front Office Supervisor
The Darling Hotel
Pyrmont, NSW
10.2022 - 04.2024
- Handle guest complaints in a timely manner and offer compensation in accordance to severity.
- Provide training and guidance to new and existing staff.
- Creating guidelines and pathways for further progression.
- Cover shifts as Manager on Duty.
- Developed further communication skills with related departments in order to resolve any bottlenecks affecting the operation.
- Displayed my passion for the Forbes 5-star service by creating training modules and providing real time feedback to all team members.
Front Desk Agent
The Darling Hotel
10.2020 - 11.2022
- Generated an extended understanding of Opera PMS performing tasks such as check in and check out reservations, coordinate room allocations and amend bookings involving discrepancies
- Performed extensively as room coordinator for the hotel, organising amenities, room moves, closing outstanding folios and taking phone calls
- 2 years as a representative on the occupational health and safety committee
- Experience gained as Bellman heavily brought over to front desk to increase fluidity between departments
- Built rapport with a large number of regular guests, recognising them by name on arrival and preparing preferences they may have
Bellman & Bell Captain Higher Duties
The Darling Hotel
05.2019 - 10.2020
- Manual handling of guests luggage
- Anticipating guests needs before it is realised they need them
- Ensuring guests & patrons arrive & leave with exceeded expectations by displaying genuine interest and care for our guests
- Grown a passion of the Forbes star rating system & what is required to maintain the 5-star rating
- When required, have been able to step up as Bell Captain covering absent colleagues & perform all duties necessary
Department Manager
McDonalds
South Hurstville / Bexley
02.2012 - 01.2019
- Monitoring employee and patron activities to ensure food safety regulations are obeyed.
- Working with fellow managers and crew people in a team in order to achieve targets made by senior management.
- Ensuring the store has enough stock needed for operations and organising additional stock if necessary.
- Weekly stock count and process to improve waste management, implementing practices with team members to limit food and paper costs.
- Strive to meet targets and KPIs such as labour costs, drive thru service times and customer satisfaction rate.
- Investigate and resolve complaints regarding food quality, service, or accommodations related to the store.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Bartender
St George Masonic Club
03.2016 - 09.2016
- Check identification of customers to verify age requirements for purchase of alcohol
- Clean glasses, utensils, and bar equipment in efficient manner
- Attempt to limit problems and liability related to customers' excessive drinking by taking steps such as persuading customers to stop drinking and ordering taxis or other transportation for intoxicated patrons
Education
High School Certificate -
GRC Oatley campus
01.2015
Skills
- Critical thinking
- Teamwork
- Team leadership
- Customer satisfaction
- Motivation
- Active listening
- New Hire Training
- Creative Problem-Solving
References
- Bradley Maljevac, Concierge, The Darling Hotel, +61 481 847 244
- Jean Barba, Front Office Manager, The Darling Hotel +61 415 175 857
Personal Information
Age: 27
Timeline
Hotel Trainer
The Darling Hotel
04.2023 - Current
Front Office Supervisor
The Darling Hotel
10.2022 - 04.2024
Front Desk Agent
The Darling Hotel
10.2020 - 11.2022
Bellman & Bell Captain Higher Duties
The Darling Hotel
05.2019 - 10.2020
Bartender
St George Masonic Club
03.2016 - 09.2016
Department Manager
McDonalds
02.2012 - 01.2019
High School Certificate -
GRC Oatley campus