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)
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
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