DONNA EDWARDS
Brinsmead,QLD
Summary
In my 22 years with the ALH Group, I had the opportunity to cover many venues, both city & country areas across Sydney/NSW. More recently (the last 5 years), across Cairns.
I have also held numerous roles within the company. Including; Licensee, Function/Event Manager, Assistant manager, Acquisitions, Payroll, Admin Officer and Venue Support Officer.
Whilst the hospitality industry has been a huge part of my life I am enthusiastic to take on a new opportunity & direction.
I feel that a friendly smile and a warm greeting is always a great introduction.
So much so that I am the 'nuts & bolts' of FNQ Motorsports Club; otherwise known as the Treasurer, Event organiser and welcoming committee to new members.
Overview
23
23
years of professional experience
Work History
Venue Support Officer
Endeavour Group (ALH)
Cairns, QLD
02.2001 - 11.2023
- Improved customer satisfaction by addressing and resolving support issues promptly and professionally.
- Streamlined workflows for enhanced efficiency by identifying and implementing process improvements.
- Reduced resolution time with thorough problem analysis and timely escalation to appropriate departments.
- Enhanced team productivity, providing guidance and assistance to junior Support Officers when needed.
- Balanced multiple priorities effectively by utilizing strong organizational skills and proactive task management techniques.
- Assisted in the development of internal documentation for new hires to expedite their onboarding process successfully.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Created, prepared, and delivered reports to various departments.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Improved information collection and record keeping accuracy by creating, updating and managing customer communications.
- Prepared employee schedules for maximum coverage during key hours.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Education
Certificate III - Business
ALH Group
Sydney, NSW05.2002
Advanced Diploma - Hospitality Administration And Management
Cairns Business College
11.2000
Certificate IV - Vocational Training
Cairns Business College
11.2000
Drivers Licence
1990
Skills
- Operational Support
- Recruiting
- Business Processes & support
- Time Management & attention to detail
- Computer Literacy
- Customer Service
- Problem Solving
- Staff Training
- Document & Staff Management
- Regulatory Compliance
- Quality Assurance Controls
- Budget Management
Qualificatons, Experience & Attributes
- Advanced Diploma in Hospitality Management & Business.
- Full open, current drivers licence.
- Over 10 years experience in an Admin role
- Excellent communication and the ability to build relationships with internal & external customers whether its a contractor, a customer or a peer.
- Email management is a daily staple.
- Repairs & Maintenance were part of my responsibilities along with subcontractor onboarding using Service Now.
- Experience with; P&L statements, payroll processing, accounts receivable & payable, generating & entering invoices & generating reports.
- Attended and ran high level management meetings, and also provided corporate services to board members.
- Trained numerous people across all positions within the company.
- With my previous employer priorities were ever changing, even pn a daily basis. So organisation & time management were key to achieving goals.
Reference
Tom Hamilton - Smithfield Tavern Licensee
e. tom.hamilton@alhgroup.com.au ph. 0419 860 657
Timeline
Venue Support Officer
Endeavour Group (ALH)
02.2001 - 11.2023
Certificate III - Business
ALH Group
Advanced Diploma - Hospitality Administration And Management
Cairns Business College
Certificate IV - Vocational Training
Cairns Business College
Drivers Licence