Dion Drummond
Southport,QLD
Summary
Professional with strong foundation in hospitality management, specializing in guest services. Adept at leading teams, ensuring exceptional customer satisfaction, and adapting to evolving needs. Skilled in conflict resolution, staff training, and operational efficiency. Known for reliability, effective communication, and results-driven approach.
Overview
6
6
years of professional experience
Work History
Guest Services Supervisor
O'Reilly's Rainforest Retreat
11.2023 - Current
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Supported team members by offering constructive feedback and coaching as needed.
- Reviewed upcoming events and planned for expected challenges.
- Fostered a positive work environment by recognizing employee achievements through incentive programs or employee-of-the-month awards.
- Oversaw inventory management for front desk supplies, preventing shortages.
Night Audit
Mermaid Waters Hotel
06.2023 - Current
- Learnt and developed an acute understanding of RMS in my first week, Introducing a more effective Night audit system
- Assisted in the training and development of old and new employees enforcing a more structured approach to the audit responsibilities.
- Filed and maintained records and documents, ensuring their accuracy and confidentiality
- Managed multiple phone lines and answered incoming calls in a timely and efficient manner
- Created indepth SOP’s for our group reservation system, managing 30+ groups monthly ,including invoicing rooming lists and correspondence with group leaders at all hours.
- Managed the over night desk operations solo including: guest needs, complaints, booking enquires responding to online reviews and logging maintenance.
Food and Beverage
QT
03.2022 - 06.2023
- Provided service to 100+ guest nightly including taking orders and delivery both solo and working as a duo.
- Collaborated with kitchen staff to ensure timely delivery of food orders
- Replenished supplies and restocked items to maintain a clean and organized work area
- Cross-trained in multiple areas of the restaurant, providing flexibility and allowing for better customer service
- Balanced cash registers at the end of each shift, ensuring accuracy and reducing discrepancies
Front Office Attendant
OReillys Rainforest Retreat
02.2021 - 03.2022
- Managed company correspondence including fielding phone calls and responding to emails.
- Lead day-to-day operations including operating the front desk and managing reception close down procedures independently.
- Recorded customer financial and shipping information, updated company database
- Retrieved Client information and relayed to management.
- Handled 50+ daily Check-ins including group booking into an integrated retreat.
- Calmly and effectively handled several medical emergencies providing comprehensive reports to both the medical team and filing away incident reports.
Food and Beverage Attendant
JW Marriott
10.2020 - 02.2021
Food and Beverage Supervisor
OReillys Rainforest Retreat
09.2019 - 10.2020
Education
Diploma of Hotel Management -
Griffith college
11.2019
Skills
- Ability to Work Under Pressure
- Ability to Work in a Team
- Customer Service
- Experience with Rooming systems both RMS, Newbook
- Ability to Multitask
- Excellent Communication Skills
Timeline
Guest Services Supervisor
O'Reilly's Rainforest Retreat
11.2023 - Current
Night Audit
Mermaid Waters Hotel
06.2023 - Current
Food and Beverage
QT
03.2022 - 06.2023
Front Office Attendant
OReillys Rainforest Retreat
02.2021 - 03.2022
Food and Beverage Attendant
JW Marriott
10.2020 - 02.2021
Food and Beverage Supervisor
OReillys Rainforest Retreat
09.2019 - 10.2020
Diploma of Hotel Management -
Griffith college
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