Fenella Ginn
Gold Coast
Summary
With a proven track record at Meriton Suites and adept in Excel, Word, and Outlook, I excel in professional communication and teamwork. My experience includes enhancing guest satisfaction, streamlining operations for efficiency, and mentoring staff, resulting in increased productivity and positive feedback. My approach combines empathy with strong problem-solving skills to deliver exceptional customer support.
Overview
25
25
years of professional experience
Work History
Telephone Operator
Meriton Suites Surfers Paradise
03.2023 - Current
- Provided a welcoming and friendly response to all incoming calls.
- Ensured smooth communication between departments, relaying messages and updates regarding guest needs or preferences.
- Streamlined front desk operations by effectively coordinating with staff on guest inquiries and reservation details.
- Collaborated with team members to address any guest issues or complaints that arose during phone interactions, working towards swift resolution.
- Enhanced customer satisfaction by promptly answering and directing incoming calls to appropriate hotel departments.
- Demonstrated a strong commitment to teamwork by assisting coworkers when needed during busy periods or staff shortages within the department.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Followed up on customer inquiries to confirm issues were adequately addressed.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Developed strong relationships with repeat guests, ensuring their specific preferences and needs were always met during each stay.
- Adhered to all hotel policies and procedures by maintaining confidentiality of guest information and following proper phone etiquette at all times.
Housekeeping Supervisor
Meriton Suites Surfers Paradise
05.2021 - 03.2023
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Communicated repair needs to maintenance staff.
- Worked with front desk to respond promptly to all guest requests.
- Ensured timely completion of daily tasks, leading to an increase in positive guest feedback regarding room cleanliness.
- Completed schedules, shift reports, and other business documentation.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Collaborated with front desk staff to address guest concerns promptly, promoting an atmosphere of exceptional customer service.
- Maintained a high level of quality control through regular inspections, resulting in consistent adherence to hotel standards.
- Improved overall guest satisfaction by consistently maintaining clean and organized rooms and common areas.
- Contributed to the hotel''s reputation for excellence by consistently meeting or exceeding cleanliness benchmarks set by the brand.
- Regularly monitored employees'' adherence to hotel policies and procedures, ensuring consistent application of brand standards across the department.
- Provided ongoing feedback and support to housekeeping staff, fostering a culture of continuous improvement and professional development.
- Enhanced guest experience by promptly addressing and resolving any housekeeping-related complaints.
- Collaborated with front desk to prioritize room cleaning based on guest arrivals and departures, improving overall efficiency.
- Optimized room turnaround times, allowing for earlier check-ins and enhancing guest satisfaction.
- Supervised team of housekeeping and janitorial workers to meet highest quality of cleanliness and safety standards.
Housekeeping Supervisor
Meriton Suites Broadbeach
03.2021 - 05.2021
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Ensured timely completion of daily tasks, leading to an increase in positive guest feedback regarding room cleanliness.
- Completed schedules, shift reports, and other business documentation.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Collaborated with front desk staff to address guest concerns promptly, promoting an atmosphere of exceptional customer service.
- Maintained a high level of quality control through regular inspections, resulting in consistent adherence to hotel standards.
- Contributed to the hotel''s reputation for excellence by consistently meeting or exceeding cleanliness benchmarks set by the brand.
- Adapted quickly to changing priorities or emergencies in order to maintain seamless daily operations without compromising guest experience or satisfaction.
- Provided ongoing feedback and support to housekeeping staff, fostering a culture of continuous improvement and professional development.
- Optimized room turnaround times, allowing for earlier check-ins and enhancing guest satisfaction.
Housekeeping Manager
Owner/Operator
01.2018 - 02.2021
- Conducted regular performance evaluations for housekeeping staff, identifying areas for improvement and providing constructive feedback for professional development.
- Managed staff of 15 housekeepers.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Investigated customer complaints promptly, seeking timely resolutions to maintain positive guest experiences throughout their stay at the hotel.
- Managed team productivity and workflow to exceed quality standards.
- Improved overall cleanliness scores with thorough inspections and prompt corrective actions as needed.
- Increased room readiness rates through close monitoring of room status reports and effective communication with front desk personnel.
- Promoted safety by demonstrating proper operation and training staff on power equipment tools.
- Placed orders for housekeeping supplies and guest toiletries.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Promoted a culture of teamwork within the housekeeping department by fostering open communication channels among employees at all levels.
- Utilized chemicals and cleaning equipment in accordance with safety protocols and proper operating standards.
- Managed laundry sorting, washing, drying, and ironing.
- Streamlined housekeeping operations by implementing efficient scheduling and task allocation systems.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Maintained required records of work hours, budgets and payrolls.
- Implemented daily, weekly and monthly cleaning routines for staff to follow.
- Coordinated with outside vendors to provide supplies and equipment for staff.
Assistant Housekeeping Manager
Loft Cleaning
02.2016 - 02.2018
- Collaborated with maintenance teams to address urgent repair needs, minimizing operational downtime in guest rooms.
- Improved guest satisfaction by efficiently addressing and resolving housekeeping concerns and complaints.
- Ensured compliance with industry regulations by conducting regular audits of housekeeping practices and procedures.
- Ensured a clean and welcoming environment, conducting thorough inspections of all areas within the property.
- Boosted overall hotel ratings in cleanliness categories through consistent attention to detail during room inspections.
- Coordinated special projects such as deep cleans or major event preparations while minimizing disruption to guests'' experiences.
- Fostered a positive work culture by promoting teamwork and encouraging open communication among staff members.
- Maintained high-quality service standards through regular communication with guests and other hotel departments.
- Monitored staff performance regularly, providing constructive feedback when necessary for continuous improvement efforts.
Housekeeping Supervisor/Room Attendant
Loft Cleaning
08.2008 - 01.2016
- Trained and mentored all new personnel to maximize quality of service and performance.
- Increased employee performance through effective supervision and training.
- Maintained a high level of quality control through regular inspections, resulting in consistent adherence to hotel standards.
- Contributed to the hotel''s reputation for excellence by consistently meeting or exceeding cleanliness benchmarks set by the brand.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Achieved time management goals by following designated schedules and completing assigned tasks within allotted time frames.
- Reduced guest complaints by maintaining a high standard of cleanliness in all assigned rooms.
- Vacuumed carpets, mopped floors and dusted surfaces to maintain spotless environment.
- Enhanced guest satisfaction by providing thorough and timely room cleaning services.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Checked appliances in guest rooms to determine good working order.
- Inspected guest rooms to replenish soap, paper towels and toiletries.
- Ensured positive guest experiences with prompt response to special requests and additional services.
- Performed deep-cleaning assignments on a regular basis to maintain the hotel''s overall appearance and appeal for both new and returning guests alike.
- Trained new employees on departmental procedures and provided assistance in finding cleaning supplies.
- Demonstrated flexibility in adapting to different room types and layouts, ensuring consistent quality across the board.
- Maintained high levels of cleanliness, regularly vacuumed floors, dusted furniture, and cleaned windows.
- Optimized guest experience by discreetly performing room services without disturbing guests.
- Enhanced guest experience, carefully checked for and reported any room damages or issues to maintenance.
- Fostered positive work environment, shared best practices with new team members.
- Enhanced room readiness for new guests, meticulously cleaned and prepared rooms including bed making and bathroom sanitization.
- Supported hotel's green initiatives, minimized waste and correctly separated recyclables during cleaning duties.
- Swept high ceilings, tight spaces and around furniture to remove built up dust and cobwebs.
- Washed and put away kitchen dishes, utensils and glassware.
Accounts Receivable Administrator
ABL Distribution
01.2008 - 06.2008
- Maintained accurate financial records through regular account reconciliation and adjustments when necessary.
- Reduced days sales outstanding by implementing effective follow-up strategies for overdue invoices.
- Enhanced cash flow by diligently monitoring and collecting outstanding accounts receivable balances.
- Managed the month-end close process, ensuring timely and accurate financial reporting relating to Accounts Receivable balances.
- Provided exceptional customer service by responding promptly to inquiries from both internal stakeholders and external clients concerning account status or payment-related matters.
- Reconciled accounts with large volume of transactions.
- Greeted and assisted customers and clients with positive, enthusiastic and friendly attitude.
- Liaised with internal departments to address client inquiries to minimize risk of overdue accounts.
- Verified discrepancies and resolved clients' billing issues
- Prepared bills receivable, invoices, and bank deposits.
Service Centre Trainer
Work And Income, Ministry of Social Services
01.2005 - 12.2007
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
- Promoted a culture of continuous learning by advocating for professional development opportunities.
- Increased employee competency with creation of targeted skill development paths.
- Provided coaching and mentoring to employees.
- Developed job-specific competencies and performance standards.
Case Manager
Work and Income, Ministry of Social Development
02.2000 - 01.2005
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Facilitated individual and group sessions to promote positive behavior change for clients.
- Strengthened relationships with community organizations to increase access to supportive resources for clients in need.
- Promoted a safe environment for vulnerable populations by reporting suspected abuse or neglect.
- Managed crisis situations with empathy and professionalism, ensuring client safety and continuity of care.
- Trained new case managers, raising team's overall competency and service delivery standards.
- Facilitated workshops on life skills, contributing to improved self-sufficiency of clients.
- Reduced client wait times for service access by optimizing internal referral processes.
- Negotiated with landlords and housing agencies to secure stable housing for clients, significantly reducing homelessness.
Education
NZ Certificate in Public Sector Service L4 - Public Sector Service
NZQA
Auckland, New Zealand03-2005
Skills
- Professional communication
- Proficient in Excel, Word and Outlook
- Clear communication
- Empathy and patience
- Customer support
- Interpersonal communication
- Teamwork and collaboration
- Problem-solving
- Time management
Meriton Suites Employee of the Month Award
Voted employee of the month for May 2023 by fellow colleagues
Timeline
Telephone Operator
Meriton Suites Surfers Paradise
03.2023 - Current
Housekeeping Supervisor
Meriton Suites Surfers Paradise
05.2021 - 03.2023
Housekeeping Supervisor
Meriton Suites Broadbeach
03.2021 - 05.2021
Housekeeping Manager
Owner/Operator
01.2018 - 02.2021
Assistant Housekeeping Manager
Loft Cleaning
02.2016 - 02.2018
Housekeeping Supervisor/Room Attendant
Loft Cleaning
08.2008 - 01.2016
Accounts Receivable Administrator
ABL Distribution
01.2008 - 06.2008
Service Centre Trainer
Work And Income, Ministry of Social Services
01.2005 - 12.2007
Case Manager
Work and Income, Ministry of Social Development
02.2000 - 01.2005
NZ Certificate in Public Sector Service L4 - Public Sector Service
NZQA
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