Donna Moloney

• Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Monitor shift changes to uphold successful operations strategies and maximize business success.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Set aggressive targets for employees to drive company success and strengthen motivation.
• Liaise with Housekeeping to ensure heavy arrivals can be managed with early check in requests and other requests
• Liaise and communicate with other Heads of Departments to ensure smooth operations of business
• Roster accordingly to stay within budget
• Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement
• Successfully managed budgets and allocated resources to maximize productivity and profitability

• Interacted with customers by phone, email, or in-person relating to complaint handling
• Provided clerical support, addressing routine, and special requirements needed for guests.
• Rostering
• GHA Discovery Hotel Champion
• Leading the front office team to ensure KPI's for GHA membership enrollment are met
• Driving the Front office team to reach KPI for upsell target of $250,000 (2022) Target exceeded as th ream reached $252,000
• Developed procedures to establish accurate and organized check-in and check-out processes.
• Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
• Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
• Delivered performance reviews, recommending additional training or advancements.

• Replying to Trust you and third party website surveys
• Ensuring staff adhere to uniform policy as well as company policies
• Credit Limit report
• Rostering
• Support Front office team whilst on shift
• Support Food and Beverage, Reservations and Housekeeping whilst on shift
• Creating Standard Operating Procedures (SOP’s) to ensure correct procedures are completed by all staff in line with Hotel Standards
• Delegating tasks to staff and motivating staff during “quiet period” to go above and beyond refresh their skills EG, refresher in fixing common guest problems (frozen TV, A/C not working)
• Assisted with guest check-in and check-out procedures, confirming that guests reach correct room
• Monitored staff training, scheduling and shift changes
• Oversaw lobby operations and concierge services
• Implemented procedures and services to improve hotel services and amenities
• Liaised between guests and hotel management, relaying information, promotions and issues
• Solicited and reviewed guest feedback and promptly resolved complaints

• Given responsibility to calculate upsells for the month
• Organized staff breaks
• Further exposure to handling guest complaints
• Motivating and inspiring the team
• Training new staff
• Assisted reservations as needed
• Processed check-ins and check-outs, created reservations and processed special requests.
• Drove sales and maximized revenue by up-selling rooms and amenities.
• Motivated staff by setting goals, providing ongoing feedback and rewarding and recognizing employees
• Assisted guests by displaying knowledge of hotel property, local attractions and hours of operation of hotel outlets and services
• Monitored office supplies by checking inventory and placing orders

In 2015, I began working as a Guest Service Agent at PARKROYAL Parramatta. At that time the hotel had 196 rooms. During this period, the hotel underwent a renovation with the addition of 90 rooms. This period exposed me to the challenges associated with operating a hotel whilst undergoing significant renovations.

• Conflict resolution
• Adjusting to different procedures
• Had more of an opportunity to voice my opinions about procedures
• Learnt a new loyalty program
• Conducted various onsite training
• Entering meals in to Micros
• Switch Operation
• Assisted guests with check-ins, account inquiries and any additional services needed.
• Maintained consistent positive customer feedback.
• Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
• Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
• Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
• Welcomed guests on arrival, displaying professional and friendly approach.
• Maintained high level knowledge of all hotel services offered to answer guest questions.
• Collaborated with team members to handle guest requirements from check-in through check-out.

Voyages Hotels and Resort Uluru NT 2008 – 2011

Sails in the Desert is a 5-star Luxurious outback experience with 228 rooms. This was a large tourist destination and was very fast paced, this was where I first started working as a receptionist and expanded on my customer service skills as well as life skills.

Throughout my employment at Voyages Hotels and Resort Uluru, NT, I held the below positions

Receptionist at Sails in the Desert 2008-2009

Night Auditor – 2009-2010

Housekeeping Coordinator – 2010-2010

Housekeeping Shift Leader – 2010-2011