CHAD INGSON
Sydney,NSW
Summary
Dynamic Front Office Manager with 17 years of extensive experience in the hospitality industry, recognised for driving exceptional guest experiences and enhancing operational efficiency. Expertise lies in guest service excellence, effective team leadership, and strategic revenue management, resulting in consistently high satisfaction rates. Committed to fostering a collaborative environment that not only meets but exceeds expectations, ensuring memorable moments for both guests and staff. Ready to leverage skills and insights to contribute to a thriving hospitality operation.
Overview
18
18
years of professional experience
Work History
Front Office Manager
Mercure Sydney
05.2022 - Current
- Lead the Front Office Team including Concierge, Switchboard / Communications, Reception and Assistant Managers in one of Sydney's largest Accor Hotels.
- Develop & empower the team of Heartists and work in collaboration with the Operational team to deliver peak moments to our guests
- Create welcoming places and memorable experiences not only for our guests but also for our team.
- Provide excellent customer service and resolve guest issues in a timely and professional manner
- Monitor and report on key performance metrics to identify areas for improvement
- Participate in the development and implementation of front office policies and procedures
- Work closely with the Operations Manager on loyalty recruitment, upselling, projects, reports and initiatives in the hotel and with the whole hotel team
Assistant Front Office Manager
Mercure Sydney
04.2021 - 05.2022
- Assist the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Concierge, Switchboard and Guest Services/Front Desk.
- Ensure guest and employee satisfaction and maximise the financial performance of the department.
- Utilise interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Manage day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Handle complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Participate in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
- Implement the customer recognition/service program
- Analyse information and evaluating results to choose the best solution and solve problems.
- Provide supervision, training, and leadership to front office staff.
- Resolve any guest related problems graciously and expeditiously, while simultaneously protecting the interests of both the guests and the hotel.
Assistant Manager
Mercure Sydney
08.2019 - 04.2021
- Lead and manage all aspects of the front office department and ensure all service standards are followed with friendly and engaging service
- Handle guest concerns and react quickly, tracking and notifying proper areas to guarantee memorable moments for our guests
- Responsible for the day to day operations of the hotel across all departments in the absence of the Front Office Manager and or General Manager
- Drive loyalty sign ups in line with AccorHotels regional targets, Hotel specific targets and associated initiatives
- Taking initiative to ensure that interactions with our guests are positive and productive
- Providing guidance, supporting training and leading the Front Office team
- Assisting with check-in and check-out of guests, ensuring all procedures are adhered to
- Assisting other areas of the hotel during peak times when needed
- Being responsible for the health and safety of all patrons, guests and staff members
- Implementing and supporting Revenue Management strategies and practices
Hotel Manager
Quest Potts Point Apartment Hotel
02.2018 - 08.2019
- Undertake financial and business planning to establish goals consistent with maximising growth and profitability
- Analysing financial requirements of the business and preparing a budget in accordance with the business planning process
- Effectively manage the leasing and/or other arrangements at the property to secure tenure and maintain a good rapport with relevant stakeholders, and comply with all franchise and legal requirements
- Identifying all relevant federal, state and local laws, codes and regulatory requirements and undertaking scheduled checks to ensure compliance
- Negotiating and arranging contracts for goods and services providers, wholesalers and clients
- Developing and implementing promotional activities appropriate to target market and in accordance with the sales and marketing plan
- Regularly monitor financial data to assess the ongoing performance of the business against budget targets
- Monitoring financial performance to achieve the profit expectations of the budget
- Effectively monitor and manage the day to day operations of the business to ensure that it remains within budget and business goals
- Managing the day to day operation of the Front Office Reception, Housekeeping and Maintenance functions
- Managing staff relationships and day to day job performance in accordance with legal requirements regarding rights and obligations of employers and employees
- Attending to guest complaints and concerns in a prompt and professional manner
Front Office Manager
Quest Potts Point Apartment Hotel
05.2017 - 02.2018
- Oversee and provide guidance for the reservation/front desk and housekeeping day to day operations
- Role model excellent customer service at all times and behave in a manner which reflects the Quest Way
- Actively manage reservations to ensure that occupancy and yield is maximised
- Conduct Night Audits, shift balances and weekly cash banking/reconciliation. Follow up of outstanding 60/90 day debtors ledgers and balancing of Accounts Receivable
- Minimize commissions paid by managing the market mix of bookings - leisure, corporate, OTA's, GDS, direct
- Manage the information technology systems according to the procedures Provide induction and ongoing training for Front Office Reception staff
- Provide day to day supervision and leadership of reception staff and support team succession plans and staff turnover
- Work with the Hotel Manager to identify staffing requirements and recruiting staff
- Overseeing accounting, payroll and purchasing requirements
- Ensure appropriate documentation is completed correctly i.e. injury, risk assessment
Guest Services Agent
Quest Potts Point Apartment Hotel
06.2015 - 05.2017
- Check in and check out guests according to standard operating procedures Develop a comprehensive knowledge of all aspects of the property, including financial, sales targets, room rates, apartment and property features and services
- Record all enquiries and attempt to convert them into confirmed reservations
- Balance and reconcile takings at the end of each designated shift in accordance with the float balance procedures
- Perform night auditing in accordance with Quest night audit procedures
- Prepare the paperwork for arrivals and perform room allocation
- Respond to incoming calls and emails in a timely and professional manner
- Handle guest complaints or requests in a friendly and timely manner
- Regular online training to ensure skills and knowledge of the rooms division is updated
- Identify and follow up on the target business development lead for the day Manage lost property in accordance to policy
- Cross training in housekeeping and basic maintenance and is able to handle requests after housekeeping team has left for their shift
Sales and Marketing Manager
Vacation Singapore DMC
09.2012 - 03.2015
- Develop source of business from Philippine travel agents for groups, FITS and incentive business
- Establish marketing strategies in order to capture the target market segment
- Marketing tie-ups with local hotels to boost the Philippines market share in Singapore
- Quarterly overseas sales call to Philippines to build rapport and establish working relationship with major travel agents
- Actively engage in the sales transformation process from bidding to conversion
- Actively involved in the operational aspects of group conferences and incentive trips
- Liaise with hotels, restaurants, tours and transportation suppliers
- Supply rates and update tariff to tour operators, who represent clients in the Philippines.
- Build and negotiate promising relationships with various suppliers such as sales people from hotels, restaurants and local tour attractions in Singapore.
- Achieve annual sales targets; provide monthly sales reports, quarterly forecasts and proactive insights.
Sales and Marketing Manager
Asiatravel.com
07.2010 - 09.2012
- Handle the marketing and promotion of Resorts World Sentosa for Universal Studios Singapore
- Coordination with the logistics and concierge department for airport transfers/domestic transfers
- Entertain telephone & walk-in inquiries about various Singapore tour packages as well as explaining the booking procedures by effectively communicating with the guests.
- Had helped out at the company kiosk in Resorts World Sentosa, provide services by giving out information about the theme park
- Prepare guest's itinerary, pax manifest and serve the guests approaching the arrival service counter of Asiatravel.com at Changi Airport
- Working closely with Resorts World Sentosa for all marketing initiatives Devise strategies and plans to improve flow of the operations department of the company
Sales and Marketing Executive
Quantum Hotels & Resorts
08.2007 - 07.2010
- Develop sales and marketing strategies to generate business from allocated marketing segments to meet sales targets
- Formulate and identify new product, service offerings and emerging customer trends
- Work to build relationships with potential clients, highlighting hotel facilities as optimum for business events of all kinds.
- Provide all the necessary information to help clients make informed decisions on the purchase of blocks of rooms and production of special events.
- Scrutinise competitor's performance on room occupancy and banquet events as well as researching their top producing clients.
- Ensure that hotel meetings, conferences, wedding parties and other banquet events go smoothly by keeping in close contact with the clients and the operations team
- Calls to prospective clients and regular sales call, handle phone and online room reservations and input in the hotel system.
- Supervise daily allotment of rooms for online travel agent partners; adjusting its room rate and controlling room occupancy constantly
Education
Master Degree in International Hotel Management
Torrens University Australia
Sydney03-2017
Bachelor Degree in Journalism
University of Santo Tomas
Manila03-2007
Skills
- Guest Service Experience
- Critical Thinking and Problem Solving
- Effective Time Management
- Leadership and Teamwork
- Highly organised and efficient
- Sales and Marketing
- Revenue Management
- Financial Literacy
- Front Office Operations
- Reservations Operations
- Housekeeping Operations
- Business Strategies
- Conflict Resolution
- Communication Skills
- Team Motivation, Coaching and Training
- Project Management
- Reception Operations
- Policy and Procedure Modification
- Employee Management
- Staff Recruitment
- Key Account Development
- Loyalty Recruitment
Timeline
Front Office Manager
Mercure Sydney
05.2022 - Current
Assistant Front Office Manager
Mercure Sydney
04.2021 - 05.2022
Assistant Manager
Mercure Sydney
08.2019 - 04.2021
Hotel Manager
Quest Potts Point Apartment Hotel
02.2018 - 08.2019
Front Office Manager
Quest Potts Point Apartment Hotel
05.2017 - 02.2018
Guest Services Agent
Quest Potts Point Apartment Hotel
06.2015 - 05.2017
Sales and Marketing Manager
Vacation Singapore DMC
09.2012 - 03.2015
Sales and Marketing Manager
Asiatravel.com
07.2010 - 09.2012
Sales and Marketing Executive
Quantum Hotels & Resorts
08.2007 - 07.2010
Master Degree in International Hotel Management
Torrens University Australia
Bachelor Degree in Journalism
University of Santo Tomas
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