Edervan Pommerening
Gold Coast,Australia
Summary
Energetic Hotel Manager enthusiastic about delivering superior service to every guest. Successful at cutting costs without impacting quality of service and guest satisfaction.
Overview
4
4
years of professional experience
Work History
Guest Services Manager
Paradise Resort
05.2023 - Current
- Overseeing all guest interactions and ensuring that guests have a positive experience
- Developing and implementing customer service policies and procedures for the team
- Hiring, training, and managing the guest services team
- Responding to guest complaints and resolving issues in a timely and professional manner
- Coordinating with other departments to ensure smooth and efficient operations
- Conducting regular meetings with the team to review performance and set goals
- Tracking and analyzing guest feedback and using this information to improve guest satisfaction
- Managing budgets and resources for the guest services department
- Maintaining accurate records of guest interactions and complaints
- Overseeing the day-to-day operations of a business or organization
- Managing and supervising staff, ensuring that they are meeting performance standards
- Handling customer complaints and resolving issues as they arise
- Maintaining accurate records of transactions and activities, such as sales and customer interactions
- Developing and implementing policies and procedures to improve efficiency and productivity
- Ensuring that the business or organization is complying with relevant laws and regulations
- Coordinating with other departments or organizations to facilitate operations
- Planning and scheduling work shifts and assigning duties to staff as needed
- Ensuring that the business or organization is meeting its financial targets, such as revenue and profitability goals
- Conducting regular audits and inspections to ensure that the business or organization is running smoothly and efficiently.
- Prepared nightly deposits by accurately counting cash, filling out deposit slips and securing deposit in vault.
- Resolved customer complaints promptly and professionally to maintain satisfaction.
- Handled emergency situations calmly and professionally, coordinating with necessary personnel to ensure guest safety and minimal disruption to their stay.
- Developed and implemented customer service policies and procedures.
- Championed environmentally friendly initiatives within the property management sphere, reducing overall energy consumption while also saving costs.
- Coordinated closely with other departments to resolve guest issues in a timely manner, maintaining high levels of satisfaction.
- Maintained strong relationships with VIP guests, providing tailored services that exceeded expectations.
- Enhanced guest satisfaction by implementing personalized services and anticipating individual needs.
- Implemented new training programs, elevating staff performance and improving overall service quality.
- Optimized room allocation processes, maximizing occupancy rates while minimizing overbooking issues.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
Night Manager
Paradise Resort
06.2022 - 05.2023
- Overseeing all guest interactions and ensuring that guests have a positive experience
- Developing and implementing customer service policies and procedures for the team
- Hiring, training, and managing the guest services team
- Responding to guest complaints and resolving issues in a timely and professional manner
- Coordinating with other departments to ensure smooth and efficient operations
- Conducting regular meetings with the team to review performance and set goals
- Tracking and analyzing guest feedback and using this information to improve guest satisfaction
- Managing budgets and resources for the guest services department
- Maintaining accurate records of guest interactions and complaints
- Overseeing the day-to-day operations of a business or organization
- Managing and supervising staff, ensuring that they are meeting performance standards
- Handling customer complaints and resolving issues as they arise
- Maintaining accurate records of transactions and activities, such as sales and customer interactions
- Developing and implementing policies and procedures to improve efficiency and productivity
- Ensuring that the business or organization is complying with relevant laws and regulations
- Coordinating with other departments or organizations to facilitate operations
- Planning and scheduling work shifts and assigning duties to staff as needed
- Ensuring that the business or organization is meeting its financial targets, such as revenue and profitability goals
- Conducting regular audits and inspections to ensure that the business or organization is running smoothly and efficiently.
- Prepared nightly deposits by accurately counting cash, filling out deposit slips and securing deposit in vault.
- Resolved customer complaints promptly and professionally to maintain satisfaction.
- Handled emergency situations calmly and professionally, coordinating with necessary personnel to ensure guest safety and minimal disruption to their stay.
Receptionist
Vibe Hotel
11.2021 - 04.2022
- Greeting and welcoming guests upon arrival
- Checking guests in and out using the hotel's reservation system
- Answering phone calls and responding to emails, providing information about the hotel's services and amenities
- Handling guest inquiries and complaints, resolving issues in a timely and professional manner
- Coordinating with other departments to ensure smooth and efficient operations
- Updating room availability on the hotel's internal system and managing room reservations
- Processing payments and maintaining accurate records of financial transactions
- Providing guests with information about local attractions and activities
- Maintaining a clean and organized front desk area
- Staying up-to-date with hotel policies, procedures, and promotions.
Food and Beverage Attendant
Vibe Hotel
11.2021 - 04.2022
- Handling guest inquiries and complaints, resolving issues in a timely and professional manner
- Coordinating with other departments to ensure smooth and efficient operations
- Updating room availability on the hotel's internal system and managing room reservations
- Processing payments and maintaining accurate records of financial transactions
- Providing guests with information about local attractions and activities
- Maintaining a clean and organized front desk area
- Staying up-to-date with hotel policies, procedures, and promotions.
Glassy / Team Supervisor
The Pink Flamingo Spiebelclub
12.2020 - 12.2021
- Developed and facilitated team-building activities to foster collaboration and improve team performance
- Led a team-building exercise that increased team morale and resulted in a positive learning environment
- Transported dirty dishes and glassware to the kitchen for cleaning and sanitizing
- Followed proper procedures for setting up and breaking down tables
- Assisted servers with taking and delivering orders, resulting in an increase in customer satisfaction
- Responded to customer inquiries regarding menu items and specials.
Glassy
Su Casa NightClub
03.2020 - 12.2020
- Greeted customers in a friendly and professional manner
- Followed established health and safety guidelines to ensure a clean and sanitary dining environment
- Maintained a high level of customer satisfaction by providing friendly and efficient service
- Memorized the menu to accurately answer customer inquiries
- Restocked supplies and ensured cleanliness and organization of the storage area
- Cleaned and sanitized dishes, utensils, and work areas to maintain a sanitary environment.
Education
Diploma in Information Technology -
Mindroom Innovation
05.2023
Diploma in Marketing and Communication -
Entrepreneur Education
01.2021
Diploma of Business -
St Peters International College
11.2018
Bachelor in Business and Foreign Affairs -
University of the Valley of Itajai
06.2017
Skills
- Creativity
- Teamwork
- Computer Skills
- Fast Learner
- Communication Skills
- Time Management
- Communication
- Leadership
- Microsoft Office
- Problem Solving
- Customer Service
- Multitasking proficiency
- Customer service abilities
- Customer Satisfaction
- Staff Training and Development
- Team Management
- Customer Relationship Management
- Personnel Management
- Money Handling
- Full complaint resolution
- Budget balancing
Languages
English
Portuguese
Spanish
Details
Gold Coast, 0426641473, edervanpommerening@outlook.com.br
Personal Information
Title: HOTEL DUTY MANAGER
References
- Jeet Ghia, Paradise Resort, jeet.ghia@paradiseresort.com.au, 0416799494
- Noelle Escanhoela, Vibe Hotel, 0405375054
Timeline
Guest Services Manager
Paradise Resort
05.2023 - Current
Night Manager
Paradise Resort
06.2022 - 05.2023
Receptionist
Vibe Hotel
11.2021 - 04.2022
Food and Beverage Attendant
Vibe Hotel
11.2021 - 04.2022
Glassy / Team Supervisor
The Pink Flamingo Spiebelclub
12.2020 - 12.2021
Glassy
Su Casa NightClub
03.2020 - 12.2020
Diploma in Information Technology -
Mindroom Innovation
Diploma in Marketing and Communication -
Entrepreneur Education
Diploma of Business -
St Peters International College
Bachelor in Business and Foreign Affairs -
University of the Valley of Itajai
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