Eugene Modra
Balmain
Summary
Dynamic professional with a proven track record at Cosmo on Bank, enhancing guest satisfaction and safety. Skilled in problem-solving and active listening, adept at resolving conflicts and fostering team performance. Achieved notable occupancy rate increases through strategic upselling, demonstrating reliability and critical thinking.
Customer-oriented team member with strong background in customer relations and administrative support. Seamlessly provides check-in and check-out processes and assists guests in friendly, courteous manner. Committed to leaving great, lasting impression.
Overview
16
16
years of professional experience
Work History
Live in Reception
Lurline Group
08.2022 - 01.2025
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collected room deposits, fees, and payments.
- Enhanced guest satisfaction by promptly addressing inquiries and concerns at the front desk.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Resolved guest complaints diplomatically, maintaining both guest satisfaction and hotel reputation.
Night Duty Manager
Cosmo on Bank
09.2021 - 09.2022
- Provided exceptional customer service through active listening, empathy, prompt problem resolution, leading to numerous commendations from satisfied guests.
- Increased occupancy rates with proactive room upgrades and upselling efforts during check in.
- Continuously reviewed and updated emergency procedures, ensuring the safety of guests and employees at all times.
- Addressed maintenance issues promptly, liaising with engineering teams to resolve problems efficiently and minimize disruption to guests'' experience.
- Ensured smooth operations for nightly tasks, managing all aspects of front desk responsibilities.
- Improved guest satisfaction by efficiently addressing and resolving concerns during night shifts.
- Enhanced team performance by providing regular coaching and feedback to staff members.
- Coordinated effective communication between day and night shifts, facilitating seamless handovers and continuity in hotel operations.
- Developed strong relationships with local law enforcement agencies to address any potential issues swiftly and effectively.
- Reduced staff turnover by creating a positive work environment that fostered employee engagement and loyalty.
- Oversaw day-to-day operations of 50-room hotel with staff of 7 employees.
Duty Manager
Plaza Hotel
01.2009 - 08.2021
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Trained employees in essential job functions.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
- Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
- Enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.
- Oversaw inventory management, ordering supplies as needed to maintain adequate stock levels and minimize waste.
- Maintained a safe and secure environment for guests and employees through regular facility inspections and adherence to safety protocols.
- Developed strong relationships with key clients, vendors, and business partners to foster a collaborative working environment.
- Monitored daily financial reports, reconciling discrepancies to ensure accurate accounting records were maintained at all times.
Education
Year 10 -
Home Schooled- ACE
Skills
- Problem-solving
- Attention to detail
- Dependable and responsible
- Reliability
- Critical thinking
- Good decision making
- Creative thinking
- Active listening
- Conflict resolution
- Computer use
- Continuous improvement
- End-of-day processes
- Account balancing
- Cash handling
- Payment processing
- Light maintenance duties
- Account closing
- Managing reception
- Room charges
- Front desk monitoring
- Concierge assistance
- Checking guests in and out
- Lobby housekeeping
- Complaints management
- Complaint resolution
- Occupancy rates analysis
- Staff training
- Decision-making
- Punctual and dependable
- Strong work ethic
Languages
Spanish
Limited Working
Timeline
Live in Reception
Lurline Group
08.2022 - 01.2025
Night Duty Manager
Cosmo on Bank
09.2021 - 09.2022
Duty Manager
Plaza Hotel
01.2009 - 08.2021
Year 10 -
Home Schooled- ACE
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