Brayden Thompson
Melbourne,VIC
Summary
Highly motivated hospitality professional with extensive industry experience since 2016. Demonstrated ability to effectively manage dynamic daily operations through a resourceful, organised, and solutions-oriented approach. Proven track record of providing exceptional customer service, strong critical thinking skills, and thriving in fast-paced environments. Passionate about elevating guest experiences and eager to transition into a senior role to further develop leadership and managerial expertise.
Overview
7
7
years of professional experience
Work History
Front Office Team Leader
Grand Hyatt Melbourne
12.2024 - Current
- Operational Oversight – Supervise Front Office operations during duty manager step-up shifts, ensuring smooth and efficient service delivery
- Guest Relations & Complaint Resolution – Handle and resolve guest concerns promptly and professionally, fostering satisfaction and loyalty
- Team Leadership & Motivation – Lead, inspire, and support the Front Office team to maintain a positive and high-performing work environment
- Performance Monitoring & KPI Management – Track and assess team performance to ensure key operational and service targets are consistently met
- Emergency Preparedness & First Aid Response – Maintain expertise in emergency procedures and serve as the primary first aid responder when required
Guest Service Officer
Grand Hyatt Melbourne
12.2023 - 12.2024
- Seamless Guest Experience – Greet guests warmly and ensure a smooth, efficient check-in and check-out process
- Hotel & Local Knowledge – Maintain in-depth knowledge of hotel facilities, services, and local attractions to provide personalized recommendations
- Interdepartmental Coordination – Collaborate effectively with all hotel departments to ensure guest needs and requests are met promptly
- Opera System Proficiency – Utilize Opera hotel management software efficiently for reservations, billing, and daily front office operations
- Revenue Optimization – Proactively upsell hotel services and amenities to enhance guest experiences and maximize revenue
- Duty Manager Leadership – Gained valuable Duty Manager experience while supporting Hyatt Regency Perth’s closure operations
Guest Experience Host
Sojourn Apartment Hotel
11.2022 - 11.2023
- Guest Services & Front Office Operations – Serve as the primary point of contact for guests, handling both customer-facing interactions and administrative tasks
- Reservation Management – Oversee and manage bookings through the property’s reservation system (RMS) to ensure accuracy and efficiency
- Exceptional Customer Service – Deliver high-level guest service, with a special focus on providing additional care and support to hospital visitors
- Staff Training & Development – Took on training responsibilities after two months of employment, mentoring new staff on workplace systems, procedures, and best practices
- Technical Proficiency – Utilize Microsoft Office Suite daily for administrative tasks, reporting, and communication
Front of House
Edgewater Lake Wanaka
10.2020 - 01.2021
- Strong Communication & Teamwork – Collaborate effectively with colleagues to maintain smooth operations and enhance the guest experience
- Booking & Reservation Management – Oversee and manage bookings through workplace systems, ensuring accuracy and efficiency
- Conflict Resolution – Address and resolve customer concerns professionally, turning challenges into positive guest experiences
- Health & Safety Compliance – Adhere to all workplace health and safety standards to ensure a secure environment for guests and staff
- Event & Function Experience – Support large-scale events, including weddings and corporate meetings, ensuring seamless execution
- Attention to Detail & Personalized Service – Anticipate and cater to the unique needs of customers, providing tailored experiences
Crew Trainer
McDonald's
06.2018 - 06.2020
- Developed essential skill sets from rigorous training
- Experienced working in a structured, hierarchical environment
- Assisted new starters in their learning & training and provided ongoing support in their development as staff
- Required to be flexible and take on additional work/roles outside of usual scope if required by workplace intensity
- Developed ability to keep calm in high pressure and fast-paced situations
Education
Diploma of Applied Hospitality and Tourism Management -
Pacific International Hotel Management School (PIHMS)
New Plymouth, New Zealand12.2021
First Aid and CPR Certificate -
12.2024
Victoria RSA License -
12.2024
Full Victorian Drivers Licence -
Skills
- Customer service focus
- Complaint handling
- Team leadership and supervision
- Staff education and training
Timeline
Front Office Team Leader
Grand Hyatt Melbourne
12.2024 - Current
Guest Service Officer
Grand Hyatt Melbourne
12.2023 - 12.2024
Guest Experience Host
Sojourn Apartment Hotel
11.2022 - 11.2023
Front of House
Edgewater Lake Wanaka
10.2020 - 01.2021
Crew Trainer
McDonald's
06.2018 - 06.2020
Diploma of Applied Hospitality and Tourism Management -
Pacific International Hotel Management School (PIHMS)
First Aid and CPR Certificate -
Victoria RSA License -
Full Victorian Drivers Licence -
Similar Profiles
Chee Keong(Daniel) ChanChee Keong(Daniel) Chan
In Room Dining Team Leader at Grand Hyatt MelbourneIn Room Dining Team Leader at Grand Hyatt Melbourne
Winnie TranWinnie Tran
Food and Beverage Attendant at Grand Hyatt MelbourneFood and Beverage Attendant at Grand Hyatt Melbourne
JASMIN LAMAJASMIN LAMA
Demi chef at GRAND HYATT MELBOURNEDemi chef at GRAND HYATT MELBOURNE