Dianne Macris
Connells Point,NSW
Summary
Dynamic professional with extensive experience at Colliers WMS - Westpac, excelling in client relationship management and leadership. Proven track record in enhancing customer experiences and achieving high-performance standards. Skilled in strategic negotiation and event coordination, fostering productive partnerships to drive satisfaction and operational success. Recognised for cultivating strong teams and delivering exceptional service.
Overview
35
35
years of professional experience
Work History
NSW Concierge Manager
Colliers WMS - Westpac
Sydney, NSW
02.2020 - 03.2024
- Oversee daily operations of the corporate concierge departments, comprising Lobby, Workplace, Client Suites, Private Wealth, and Executive Reception, across multiple sites, and ensuring exceptional client and guest service and experience.
- Recruit, train, guide, mentor, and manage a team of concierge managers and staff to maintain high performance standards.
- Built productive working relationships and negotiated with a wide range of internal and external partners and stakeholders to support day to day operations.
- Contributed to company projects and initiatives to develop, pilot, and implement strategies to enhance client and guest satisfaction.
Head Concierge
Colliers WMS – Westpac
Barangaroo, NSW
03.2019 - 01.2020
- Supervised, recruited, and trained a team of lobby concierges, and provided guidance and support to ensure excellent service delivery.
- Collaborated with precinct stakeholders, service providers and events teams to offer seamless experiences to guests.
- Reviewed operational processes in line with service and security requirements.
Lobby Concierge
Colliers WMS - Westpac
Barangaroo, NSW
07.2018 - 02.2019
- Assisted clients with guest registrations, room booking and events, first point of contact for all enquiries.
- Welcomed visitors, new starters into building through check in and check out and assisted with access control for media and contractors.
- VIP escorting and hosting.
- Assisted with group inbox enquiries and resolved issues in a timely and professional manner.
- Always maintained a welcoming and professional demeanor.
Café Owner and Operator
Playfair Cafe
The Rocks, NSW
07.2000 - 02.2017
- Achieved profitability through sales and stock management.
- Cultivated and maintained strong business relationships with customer, suppliers and property management.
- Recruit, manage and train front and back of house teams to ensure teams.
- Ensured that all OH&S and Food Handling practices were adhered to.
- Successfully increased employee retention by creating a positive, friendly work environment.
- Stock expenditure and cost management to ensure committed quality assurance and minimisation of waste and achieved profitability.
- All bookkeeping, payroll, superannuation, inventory, BAS, and financial reporting.
- Major achievements include: TripAdvisor Certificate of Excellence for 2015, 2016, and 2017; Aroma Festival People’s Choice Awards for Best Coffee in The Rocks for 2014, 2015, and 2016.
Departure Lounge Attendant
Rex Airlines
Mascot, NSW
08.2005 - 11.2005
- Greeted passengers and consistently provided excellent, friendly customer service in the Departure Lounge.
- Monitored food and beverage inventory, and ordered accordingly. Picking up and displaying food and beverage items for consumption.
- Ensured a pristine, and always inviting, lounge.
Deputy Store Manager – Stores Improvement Team
David Jones
Sydney, NSW
02.1999 - 06.2000
- Analysed and streamlined company procedures and expenses as part of strategic team.
- Evaluated the benefits and drawbacks of the existing Sales Commission Scheme to enhance fairness.
- Developed and proposed a revised Sales Commission Scheme to reward staff based on sales targets.
- Documented a new journal process for stores to improve operational efficiency.
- Tested supply chain initiatives to establish source marking savings through analysis.
- Assisted in expediting merchandise delivery to sales floor, optimising inventory flow.
Deputy Store Manager
David Jones
Bondi Junction, Bankstown and Miranda, NSW
04.1995 - 02.1998
- Achieved store gross profit and sales targets through effective management strategies.
- Facilitated promotional programs to enhance store environment and boost customer traffic.
- Established productive relationships with Product Directors and Buying Team for optimal merchandise range.
- Managed team of 15 sales managers and 400 sales staff to deliver exceptional customer service.
- Evaluated benchmarking data to implement measures that controlled store expenses effectively.
- Ensured compliance with Visual Merchandising Manual for consistent merchandise presentation.
- Oversaw Staff Manager responsibilities to improve recruitment, training, and employee performance.
- Supervised daily operations to guarantee smooth workflow and high levels of customer satisfaction.
Sales Manager – Men’s Shoes, Men’s Fashion and Ladies Shoes
David Jones
Market Street and Elizabeth Street, Sydney
09.1991 - 03.1995
- The achievement of departmental sales targets and customer service standards.
- Established and maintained productive relationships with suppliers, product directors, and buying teams.
- Reviewed and benchmarked sales data. Submitted weekly sales reports.
- Ordered and maintained basic stock merchandise.
- The management and development of sales team. Responsible for the weekly staff roster, in keeping with salary budgets.
- Ensured that the department's merchandise presentation is in line with the Visual Merchandising Guide.
- Conducted and accountable for twice-yearly merchandise stocktaking.
- Led sales team to achieve monthly targets and improve performance.
- Trained new sales representatives on products and customer service techniques.
- Conducted regular team meetings to discuss challenges and share best practices.
Sales Supervisor – Import Fashions
David Jones
Market Street, Sydney
01.1991 - 08.1991
- Achieved departmental sales targets.
- Established and maintained productive relationships with suppliers and the buying teams to ensure improved ranging of merchandise and stock management.
- Reviewed and benchmarked sales data to increase sales. Wrote weekly sales reports.
- Ordered and maintained basic stock merchandise.
- Managed customer service in line with Company Standards.
- Supervised and developed sales team. Responsible for weekly staff roster in keeping with salary budgets.
- Ensured that department merchandise was in line with the Visual Merchandising Manual.
- Supervised and conducted merchandise stocktakes twice yearly.
Junior Retail Management Cadet
David Jones
Elizabeth Street, Market Street and Bankstown, Sydney
02.1989 - 12.1990
- Completed the Retail Trainee Program, which took two years to fulfill full-time. This comprised six-week stints across different merchandise categories and different stores in order to gain a thorough overall understanding of the retail sectors.
- There were also non-sell postings, which were inclusive of buying, receiving, and distribution of stock, as well as head office departments, to encompass a complete knowledge of the business as a complete entity.
- Attendance at weekly formal head office trainings and tertiary learning was also required.
Sales Assistant – General Cosmetics/ Christmas Casual
David Jones
Elizabeth Street, Sydney
10.1988 - 01.1989
- Achieved individual sales targets.
- Delivered exemplary customer service in keeping with company standards during the buildup to the busy Christmas and sales period.
- Ensured general housekeeping and maintenance were carried out and adhered to the Visual Merchandising Guide.
Skills
- Customer service and communication
- Leadership and management skills
- Problem solving and conflict resolution
- Client relationship management
- Event coordination
- Strategic negotiation
- Customer experience enhancement
References
Available upon request.
Timeline
NSW Concierge Manager
Colliers WMS - Westpac
02.2020 - 03.2024
Head Concierge
Colliers WMS – Westpac
03.2019 - 01.2020
Lobby Concierge
Colliers WMS - Westpac
07.2018 - 02.2019
Departure Lounge Attendant
Rex Airlines
08.2005 - 11.2005
Café Owner and Operator
Playfair Cafe
07.2000 - 02.2017
Deputy Store Manager – Stores Improvement Team
David Jones
02.1999 - 06.2000
Deputy Store Manager
David Jones
04.1995 - 02.1998
Sales Manager – Men’s Shoes, Men’s Fashion and Ladies Shoes
David Jones
09.1991 - 03.1995
Sales Supervisor – Import Fashions
David Jones
01.1991 - 08.1991
Junior Retail Management Cadet
David Jones
02.1989 - 12.1990
Sales Assistant – General Cosmetics/ Christmas Casual
David Jones
10.1988 - 01.1989