Dona Fazah
Nerang
Summary
Conscientious and compassionate human resources professional with drive for helping employers recruit, develop and retain qualified candidates. Skilled at partnering with management teams to build employee-centric cultures promoting positive morale and optimizing productivity. Motivating and positive with excellent interpersonal, coaching and communication skills.
Overview
16
16
years of professional experience
Work History
Human Resources Officer
Sheraton Grand Mirage Resort, Gold Coast
08.2022 - Current
- Supervised job interviews and conducted exit surveys to verify compliance with HR best practices.
- Assisted managers and supervisors with employee disputes, disciplinary actions and other workplace issues.
- Processed paperwork and hiring details for promotions and lateral position changes.
- Coordinated new hire onboarding, completing background checks and reference checks to complete screenings.
- Coordinated employee placements and administrative details.
- Drafted and documented employee handbook and company policies to reduce compliance risks.
- Promoted employee engagement with organizational objectives during new employee orientations and industry conventions.
- Conducted job analysis, salary surveys and market analysis to deliver competitive compensation and benefits packages.
- Assisted with writing job postings and job descriptions for boards.
- Developed and implemented onboarding and orientation programs for new employees.
- Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
- Collaborated with managers to identify and address employee relations issues.
- Created and delivered HR training sessions to staff, managers and executives.
- Developed and monitored employee recognition programs.
HR Coordinator
Sheraton Grand Mirage Resort, Gold Coast
04.2021 - 08.2022
- Maintained human resources information system and kept employee files up to date and accurate.
- Reviewed human resources paperwork for accuracy and completeness.
- Supported human resources staff with new hire orientations and monthly departmental meetings.
- Completed background and reference checks to facilitate hiring and onboarding of employees.
- Supported HR functions with emphasis on record keeping, data entry and general HR tasks.
- Completed employee employment verifications and unemployment paperwork prior to hiring or termination.
- Supported HR functions with emphasis on record keeping, data entry, and general HR tasks.
- Handled employee inquiries and complaints regarding policy and benefits issues.
- Compiled and monitored data for employee records and personnel documents to support accurate recordkeeping.
- Supported employee relations, cultivating retention with welcoming and inclusive work culture.
- Edited job position announcements before authorizing post.
- Assisted management staff in annual year-end processes and data audits.
- Implemented tracking database for employee professional development, licensure renewal credits, and renewal deadlines.
- Directed job fairs to bring in local talent for long-term and seasonal positions.
- Sent notices to employees and subcontractors regarding expiring documentation.
- Reviewed and corrected job offer letters for completeness and accuracy before approving delivery.
- Assisted with recruitment process by posting job ads, filtering applications, scheduling interviews, assisting in interview process and drafting offer letters.
Administration Coordinator - Casual
Mayvin Global Pty Ltd
03.2022 - Current
- Prepared detailed documents and reports in adherence administrative processes.
- Prepared Briefing material for Conferences
- Transfer recorded audio to written transcripts
- Revenue Analysis research
- Benchmarking Analysis Research for new projects
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted management with special projects to complete all tasks by deadlines.
- Maintained databases and contact lists to keep important contact information accurate and up to date.
HR Administrator
Palazzo Versace, Gold Coast
09.2020 - 04.2021
- Provide Administrative support to HR Manager, including copying, faxing, Recordkeeping and file management
- Organize and draft Induction programs including product information and key policies and procedures
- Maintain high levels of confidentiality to maintain employee confidence and privacy
- Review job applications to identify and recommend optimal candidates
- Coordinate and conduct new hire pre-interviews, interviews, and reference checking
- Develop succession plans and promotion paths for all staff
- Implement and Prepare training programs for new and existing employees
- Handled on-boarding process for newly hired employees, which included distribution of all paperwork.
- Prepared new hire letters, employee contracts and corporate policies.
- Updated HR database with new employee information, changes in benefits and other details.
- Oversaw exit interviews and off-boarding process for resigned and terminated employees.
Manager on Duty
Palazzo Versace, Gold Coast
09.2018 - 04.2021
- Handled scheduling to ensure proper staffing for high-volume shifts and seasonal promotions
- Managed multiple priorities in a fast-paced environment
- Addressed problems with customers to promote quick and successful resolution
- Increased operational efficiency by training staff on best practices and protocols
- Provided excellent customer service, driving membership loyalty and increasing customer satisfaction rates
- Answered inquiries and addressed, resolved or escalated issues to management personnel to ensure client satisfaction
- Monitored the front desk so that any questions that came up could be responded to quickly and effectively
- Established and developed a highly efficient and dependable administrative team by delivering ongoing coaching and motivation while providing opportunities for career acceleration through achievements
- Trained team members on new hotel services and products to support promotional efforts
- Maintained high levels of confidentiality to maintain customer confidence and protect operations
- Reviewed job applications to identify and recommend optimal candidates
- Reviewed and confirmed that all final paid hours corresponded with timesheets and state laws
- Responded to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism.
- Trained employees in essential job functions.
- Handled employee-related issues to improve performance, professional conduct and attendance reliability.
- Initiated plans to improve customer relations, quality standards and service efficiency.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Set goals for department and supported employees in meeting expectations.
- Developed schedules for up to 20 employees per shift.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Supervised team of 10 front desk agents and helped to resolve issues arising during shifts.
- Oversaw day-to-day operations of 295-room hotel with staff of approximately 100-150 employees per shift.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
Park General Manager & Resident Manager
Ingenia Communities Group, Ingenia Holidays
02.2017 - 07.2018
- Check for accuracy, authorize the timesheets every fortnight for payroll to process
- Undertake regular audits and inspections of all facility buildings and grounds to ensure there are no Work, Health and Safety issues, always ensuring that the business remains compliant with legislation
- Ensure strict compliance by one's self and all staff with the Company's Policies and Procedures
- Developed succession plans and promotion paths for all staff
- Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees
- Screened applicant resumes and coordinated both phone and in-person interviews.
- Organized new employee orientation schedules for new hires.
- Collaborated with legal and compliance teams to review paperwork, intake feedback and ensure viability of available information for new training processes
- Coordinated ongoing technical training and personal development classes for staff members
- Implemented new-hire program by incorporating training initiatives while resolving problems and processing related documents
- Created and implemented initiatives to improve employee engagement
- Instructed senior leaders on appropriate employee corrective steps
- Briefed new hires on essential job information, such as company policies, employment benefits and job duties
- Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes
- Strengthened operational efficiencies and traceability by developing organizational filing systems for confidential employee records and reports
- Conduct weekly inspections of the site to ensure that the site presents well and that duties are being carried out, managing staff, and resident and visitor expectations
- Ensure the site is always providing quality services to residents in line with industry best practice
- Coordinate the efficient and effective management of materials, consumables, grounds, building and financial resources within the site including ensuring that quotes are received
- Coordinate recruitment and orientation of new staff as required
- Provide support to residents by ensuring their health and wellbeing is a key focus
- Implement processes to assist with identifying any potential issues
- Assist family members with support services as required
- Collection of outstanding monies
- Take all necessary steps to maximize cabin revenue ensuring out of service rooms are returned to service in a timely manner, room cleans are undertaken in a timely manner and rates are always sold at the highest level
- Attend to after hours call-out when required
- Develop, prepare and manage, in conjunction with management, the administration of the budgets for each new financial year, providing supporting evidence and cost estimates for all expense line items
- Coach, train and mentor all staff to ensure first class service every time
- Monitor, manage and review work allocation, workload and performance of direct reports to ensure the team is operating effectively and meeting their commitments, deadlines and service delivery standards
- Develop weekly rosters as required, ensuring adequate coverage always
- Created and completed personnel action forms for hires, terminations, title changes and terminations.
- Developed and implemented strategies to increase sales and profitability.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
Regional Sales and Marketing Coordinator
StayWell Hospitality Group
04.2016 - 02.2017
- Provide administrative and systems support to the Regional S & M Team
- Worked closely with all product development departments to create and maintain marketing materials for sales presentations and client meetings
- Boosted brand awareness with target customer demographics with social, print and email campaigns.
- Prepare monthly Sales and Marketing Reports (Excel, Word) Problem Solving, dealing with Guest issues or Hotel Issues
- Assist with sales presentation with the use of Power Point
- Coordinate and work close with the Hotels on their marketing collateral requirements
- Manage the hotel website by updating content and images
- Complete all tasks with a High level of Time Management
- Assist in contracting of sales accounts across all market segments
- Schedule and Prepare & Distribute meeting minutes
- Manage stationery & collateral ordering process
- Respond to client/customer inquiries
- Answered general marketing department inquiries by email, phone and mail.
- Tracked and reported on marketing campaign responses.
- Managed team calendars and scheduled events for multiple staff members.
- Planned trade shows and vendor fairs for the team to attend.
Guest Experience Manager
The Cambridge Hotel Sydney
07.2012 - 04.2016
- Conducting interviews, selecting and inducting staff
- Complete all tasks with a High level of Time Management
- Supported staff development and goal attainment by focusing on skill development and job satisfaction
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency
- Trained team members in successful strategies to meet operational and sales targets
- Coached team on effective upselling methods
- Monitored employee performance and developed improvement plans
- Prepared monthly, weekly and daily logs using Microsoft Office Suite
- Performed various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and bookkeeping
- Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance
- Conducted training and change management processes to improve operations
- Created and implemented initiatives to improve employee engagement
- Briefed new hires on essential job information, such as company policies, employment benefits and job duties
- Taking Reservations (Groups/Individual) as well as efficiently Checking in/Checking out Guests/Groups
- Problem Solving, dealing with Guest issues or Hotel Issues
- Training all staff regularly to achieve best frontline services
- Dealing with Guest and Hotel Accounts/Night auditing
- Security Checks to hotel properties to maintain OHS safety
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Motivated and rewarded employees to improve engagement.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Handled on-boarding process for newly hired employees
Guest Relations Officer
The Cambridge Hotel Sydney
11.2011 - 07.2012
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Settling accounts for Guests and companies
- Making reservations using Opera for guests either over the phone or in person
- Providing guests with impeccable service, and leaving a lasting positive impression
- Guiding guests who come for holidays to best destinations that suit their best interests.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Provided guest assistance and recommendations for tourist attractions.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Maintained consistent positive customer feedback.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
Barista
Santos Tea & Coffee Shops, Powerhouse Museum
11.2007 - 01.2011
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
- Cleaned counters, machines, utensils and seating areas daily.
- Controlled line and crowd with quick, efficient service.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots and other equipment.
- Maintained regular and consistent attendance and punctuality.
- Recommended products based on solid understanding of individual customer needs and preferences.
- Sanitized equipment and wiped down counters and tables to prevent spread of germs.
- Maintained supply levels in counter and customer areas to meet typical demands.
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
- Restocked display cases with attractive arrangements to promote specialty food items like bagels and muffins.
- Completed over successful daily cash audits to correctly balance drawers at end of each shift.
- Educated coworkers and customers about new products.
Tourism Research Intern [FRESH PROJECT]
University Of Western Sydney Engagement
06.2010 - 11.2010
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Researching data from primary and secondary sources
- Applying research gathered to the required Local Government Areas
- Liaising with representatives from councils and other government bodies
- Creating and delivering presentations
- Ad-hoc administration and research duties ( filing, data entry, transcribing, interviewing)
- Working individually to contribute to team environment
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Attended meetings and presentations to learn project details.
- Gathered, arranged, and corrected research data to create representative graphs and charts highlighting results for presentations.
Education
Diploma - Human Resource Management
LET Training
Sydney, NSW07.2021
Talent Management - Human Resources Management
LinkedIn
Online07.2020
Creating a Culture of Learning - Human Resources Management
LinkedIn
Online06.2020
Coaching skills for leaders and Managers - Human Resources
LinkedIn
Online06.2019
Bachelor of Tourism Management - undefined
University of Western Sydney
2011
Skills
- Labor Agreements
- Performance Evaluation
- Onboarding and Training
- Employee Retention
- Recruitment
- Employee Relations
- HR Policies and Procedures
- Benefits Administration
- Training and Development
- Onboarding and Orientation
- Employee Investigations
- Human Resources Operations
- Employee Handbook Development
- Legal Compliance
- Microsoft Office Proficiency
- Event Planning
Accomplishments
- Achieved "Associate of the Quarter" through effectively helping with HR operations.
- Earned the Champion Manager of the year Award in 2015.
- Reached top 18 Finalists as "Rising Star" for HM Awards in 2014 [Australasia]
- Earned a certificate of Appreciation Award for volunteering more than 100 hours in short term - Australian National Maritime Museum in 2018.
Timeline
Human Resources Officer
Sheraton Grand Mirage Resort, Gold Coast
08.2022 - Current
Administration Coordinator - Casual
Mayvin Global Pty Ltd
03.2022 - Current
HR Coordinator
Sheraton Grand Mirage Resort, Gold Coast
04.2021 - 08.2022
HR Administrator
Palazzo Versace, Gold Coast
09.2020 - 04.2021
Manager on Duty
Palazzo Versace, Gold Coast
09.2018 - 04.2021
Park General Manager & Resident Manager
Ingenia Communities Group, Ingenia Holidays
02.2017 - 07.2018
Regional Sales and Marketing Coordinator
StayWell Hospitality Group
04.2016 - 02.2017
Guest Experience Manager
The Cambridge Hotel Sydney
07.2012 - 04.2016
Guest Relations Officer
The Cambridge Hotel Sydney
11.2011 - 07.2012
Tourism Research Intern [FRESH PROJECT]
University Of Western Sydney Engagement
06.2010 - 11.2010
Barista
Santos Tea & Coffee Shops, Powerhouse Museum
11.2007 - 01.2011
Diploma - Human Resource Management
LET Training
Talent Management - Human Resources Management
LinkedIn
Creating a Culture of Learning - Human Resources Management
LinkedIn
Coaching skills for leaders and Managers - Human Resources
LinkedIn
Bachelor of Tourism Management - undefined
University of Western Sydney
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