Summary
Overview
Work History
Education
Skills
Timeline
Generic

Emma Temana

Parkinson,Australia

Summary

Hardworking and passionate job seeker with strong organizational capabilities. Effective at prioritizing tasks and meeting deadlines. Ready to help team achieve company goals.


Overview

22
22
years of professional experience

Work History

Small online business co-owner

Fern + Me
09.2021 - 07.2024
  • Company Overview: Dried Flower arrangements, Homewares and Gift Boxes
  • Website creation using software Shopify
  • Maintaining and updating the website
  • Product descriptions and photography
  • Social media posts
  • Quarterly BAS and end of financial year tax spreadsheets
  • Replying to customer enquires
  • Fulfilling customer orders
  • Stock ordering
  • Dried Flower arrangements, Homewares and Gift Boxes

Front Office Manager

Novotel Brighton Beach
02.2015 - 11.2020
  • Recruited new employees and implemented on the job training guides
  • Analyzed performance metrics through NPS and guest feedback to identify areas of improvement in front office operations, implementing changes for better efficiency.
  • Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
  • Developed procedures to establish accurate and organized check-in and check-out processes.
  • Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
  • Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
  • Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
  • Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
  • Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
  • Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.

Concierge

Qantas First Lounge, Managed by ACCOR
06.2014 - 02.2015
  • Company Overview: Sydney NSW Australia
  • Welcoming guests to the First Lounge
  • Ensuring recognition of top tier passengers by preparing the next day arrivals through the Guest Profile System
  • Making sure the Guest Profile System is regularly updated with photos and dietary requirements
  • Ensuring guest access policies are maintained
  • Experience with LAMS system, used to record passenger entry into the lounge
  • Looking after guest needs and requests in the lounge and ensuring their overall lounge experience is memorable
  • Responsible for the presentation of the lounge- making sure magazines and newspapers are in stock and tidy
  • Oversees porter staff and commissionaire during each shift
  • Sydney NSW Australia

Assistant Manager / Team Leader

Novotel Brighton Beach
11.2006 - 02.2015
  • Company Overview: Sydney NSW Australia
  • Being responsible for all operations at a 296 room hotel and managing the operation of hotel front office team directly
  • Responsible for hotel security, emergency procedures
  • Escalation point for guest requests and complaints
  • Ensuring service standards maintained by front office team
  • Developing relationships with frequent guests to improve service delivery and retaining customer loyalty
  • Deliver personal attention to each individual guest, ensuring a high level of satisfaction by anticipating guests wants and needs
  • Building relationships with internal departments to enhance overall service delivery and to drive change where necessary
  • Costing and planning staff rosters
  • Ensuring efficient and cost effective use of front office resources hotel whilst meeting operational requirements and service standards
  • Responsible for training all new staff to a high standard
  • Sydney NSW Australia

Guest Service Agent

Novotel Brighton Beach
02.2004 - 02.2015
  • Company Overview: Sydney NSW Australia
  • All Front Office duties including switch board, reception and concierge shifts
  • Ensure a smooth and efficient experience delivered to all guests at registration, during their stay and at check out
  • Maintain strict security procedures with credit and cash transactions
  • Provide quality service to guests and respond in a promptly efficient manner throughout their entire stay
  • Operate switchboard effectively, transfer all calls to relevant departments, deal with all callers politely and respond to requests quickly and efficiently
  • Building relationships with VIP’s and return guests
  • Part of a team environment who work together effectively to contribute in maximising the hotels occupancy and to generate revenue
  • Have excellent product knowledge
  • Use every opportunity to promote hotel facilities in order to maximise sales
  • Sydney NSW Australia

Retail Assistant

Target
04.2002 - 11.2003
  • Company Overview: Brisbane, QLD Australia
  • Greet customers and help with their needs
  • Dealing directly with customers by telephone or face to face
  • Recommend, select and help locate the right merchandise
  • Describe a product’s features and benefits, and demonstrate its use
  • Receive and process cash and charge credit card payments
  • Arrange and display merchandise, keep merchandise area tidy
  • Brisbane, QLD Australia

Education

Certificate II - Retail

First Impressions Resources
09.2003

Higher School Certificate -

MacGregor State High School
11.2001

Skills

  • Microsoft Office programs
  • Opera Fidelio hotel systems
  • Shopify
  • Can operate POS terminals
  • Highly organised
  • Trust worthy
  • Time management
  • High standard of work ethics

Timeline

Small online business co-owner

Fern + Me
09.2021 - 07.2024

Front Office Manager

Novotel Brighton Beach
02.2015 - 11.2020

Concierge

Qantas First Lounge, Managed by ACCOR
06.2014 - 02.2015

Assistant Manager / Team Leader

Novotel Brighton Beach
11.2006 - 02.2015

Guest Service Agent

Novotel Brighton Beach
02.2004 - 02.2015

Retail Assistant

Target
04.2002 - 11.2003

Higher School Certificate -

MacGregor State High School

Certificate II - Retail

First Impressions Resources

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Emma Temana