Summary
Overview
Work History
Education
Skills
Interests
Timeline
Hi, I’m

GREG WOODS

Tour Guide & Facilitator / Guest Services
Erskineville,NSW

Summary

For the past 5 years I have worked at the Shangri-la Hotel Sydney in various roles including concierge, porter, and valet. I am also working as a Guide for ‘The Urban Challenge’ where I guide and facilitate high school camps (programs) around Sydney CBD and surrounding areas. I love pushing my boundaries and getting out of my comfort zone. I strive to maintain the highest level of customer service while doing so in a fun, friendly and engaging manner. I have traveled and worked Internationally Canada and Japan) where I excelled in areas such as Guest relations, team supervision, conflict resolution and immaculate customer service within five-star environments. I am passionate, kind and enjoy working within a team environment, as well as autonomously. I have a happy and friendly disposition with a willingness to learn and give 100% to any task required.

Overview

20
years of professional experience
42
years of post-secondary education

Work History

The Urban Challenge
Sydney, NSW

Guide / Facilitator / Mentor
04.2022 - Current

Job overview

  • Working with School groups from years 7 to 11 for innovative programs where teamwork and life building skills are key
  • These programs are curriculum focused, service-learning specific, or specifically designed programs for groups such as Duke of Edinburgh awards
  • As an Urban challenge facilitator / Guide, I am required to mentor all students in all aspects of their journey
  • This includes advice on career / work, school, health and safety, building resilience, strong relationship building skills, creating safe spaces to challenge themselves and each other, fostering positive engagement and encouraging team environments
  • Tour Guiding is an essential part of my role, where I am required to develop, study and deliver engaging content on Sydney’s history, geography, Indigenous culture and flora & fauna throughout each program
  • I manage my time between 2 teams, with each team having anywhere between 7-17 students with 1 teacher per team
  • My role is to support both teams at each level of Urban Challenge
  • We use public transport as our means of transport, we stay in hostels as well as camping on Cockatoo Island where we run a silent disco
  • Activities include - Cooking and preparing food for the homeless in Paddington with ‘Kids Giving Back’, beach clean ups in Manly with ‘Pittwater Eco Group’, where we learn about the magazine ‘The Big Issue’
  • We do an Amazing Race style clue chase through the Rocks area and Darling Harbour which is usually one of the highlights of each program.
  • Guided groups of up to 30 people on scheduled tours.
  • Entertained tour guests with various props and signs for maximum engagement, fun, and lasting memories.
  • Managed tour groups by keeping on schedule and quickly handling issues to promote positive experiences.
  • Trained to handle medical issues and accidents to take appropriate action and promote safety and well-being of tour groups.
  • Continued learning and updating knowledge about tour areas, culture and history to provide accurate, timely and exciting information to tour groups.
  • Adapted to unexpected schedule changes by being flexible and adjusting itineraries to keep tours moving smoothly.
  • Established positive relationships with tour members through fun and engaging conversation.
  • Collaborated with other tour guides to provide comprehensive and enjoyable experience.
  • Planned and executed efficient tour routes by using maps and other navigational tools.
  • Demonstrated superior professionalism while interacting with customers and vendors.

The Shangri-la Hotel Sydney
Erskineville, NSW

Concierge/Porter/Valet
06.2018 - Current

Job overview

  • First point of contact for a 5* Hotel.
  • Creating memorable moments for all guests as the first impressions ambassador.
  • Building rapport to ensure smooth check in guest requirements during their stay. Acting as the main point of reference between guests and organization.
  • Delivering luggage in a timely manner.
  • As valet I would be trusted to park the guest cars, some of which include Aston Martin’s, Maserati’s, Mercedes, and Dodge Rams.
  • Assist with coordinating travel plans, tours, restaurant bookings and special event tickets.
  • Researching local information to recommend to guests.
  • Understanding of customer needs and provide personalized solutions.
  • Respond and attend to complaints and find appropriate solutions.
  • Answer phones to take and distribute messages or mail and redirect calls.
  • Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.
  • Maintained front desk's concierge book to provide visitors with access to relevant local information.
  • Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
  • Created and maintained comprehensive database of local attractions and restaurants to assist personnel in recommending guest entertainment.
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
  • Developed relationships with local businesses to secure discounts and special offers for guests.
  • Utilized variety of organizational and communication skills to drive guest satisfaction.
  • Maintained accurate and up-to-date records of guest information.
  • Assisted with luggage handling, valet services and concierge services.
  • Maintained high level of professionalism and discretion when dealing with guests.

Victoria Marriott Inner Harbour
Canada, Victoria

Porter/Concierge
04.2017 - 04.2018

Job overview

  • I was a porter for 12 months
  • During this time, my duties included greeting our guests when they first arrived at the hotel, helping them with luggage assistance from the front door to their hotel room and valet parking if required
  • Helping our guests with information on the hotel itself and assisting our Concierge staff when they were busy with knowledge of the surrounding areas including places of interests, local’s insight of restaurants and bars etc
  • While working as a Concierge I would be arranging transportation to and from the hotel, booking tours and restaurants for our guests and assisting with any questions our guest/s would ask either about Victoria itself or points of interests within Vancouver Island.
  • Performed cleaning and maintenance duties as directed.
  • Communicated with coworkers and managers about completed duties.
  • Cleaned and organized building areas as required.
  • Unpacked and stored deliveries in proper locations for orderly, accessible supplies.
  • Greeted guests with warmth and professionalism for friendly, helpful service.
  • Carried and transported guest luggage for smooth check-in and check-out processes.
  • Stored supplies safely and securely to prevent theft and damage.
  • Replaced light bulbs, tested alarms and unclogged toilets for good general maintenance.
  • Increased workplace safety by immediately reporting potential hazards.
  • Resolved guest inquiries punctually and politely for professional customer service.
  • Delivered guest messages quickly and correctly, maintaining information confidentiality.

Rimrock Resort Hotel
Banff, AB

Porter/Concierge
04.2016 - 04.2017

Job overview

  • I have been a Porter for 12 months
  • My duties during this time have been greeting the guest/s as they first arrive at the hotel
  • Assisting with their luggage when checking in and checking out
  • Valet parking
  • Depending on our guests need, we would park and re-park their vehicle
  • Checking if they had left anything in their vehicle, we would collect it for them and deliver it to their room
  • Help our Concierge team with answering questions our guests had, whether it was dining options to activities or places of interest in the local area
  • While working as a Porter I have learnt how to work in a team during a fast-paced environment with efficiency.
  • Cleaned and organized building areas as required.
  • Communicated with coworkers and managers about completed duties.
  • Greeted guests with warmth and professionalism for friendly, helpful service.
  • Carried and transported guest luggage for smooth check-in and check-out processes.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Responded to customer requests for products, services, and company information.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Maintained front desk's concierge book to provide visitors with access to relevant local information.
  • Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
  • Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
  • Increased customer service ratings through personable service.

Rimrock Resort Hotel
Banff, AB

Banquet Server
11.2015 - 04.2016

Job overview

  • My duties while I was a Banquet Server included the following:
  • Setting up different rooms in our Convention Centre for a variety of events, whether it was for a breakfast up to ten people, a conference for over 250 people or weddings of large numbers
  • I also gained experience working in a bar which would include drink mixing
  • We also would have to attend to table service when 3-4 course plated meals and all wedding functions were booked in
  • As a team we would serve multiple meals and beverages for each of our groups daily, ranging from a continental buffet to 3-4 course plated meals
  • While working in this capacity I developed many new skills
  • These skills included working in a fast-paced environment with departments within the hotel, having a fine eye to detail when it came to setting up the rooms with cutlery/glass wear etc
  • Interacting with guests and hotel management to meet the guests needs
  • While working at the Rimrock Resort Hotel I also gained experience in different departments when they needed help
  • These departments included Room Service, Primrose Restaurant, Larkspur Lounge and working bar in The Divas Lounge
  • Overall, I gained a wide range of new skills and look forward to growing these skills and learning new ones also.
  • Provided friendly, courteous service to create memorable moments for guests.
  • Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
  • Served appetizers, delivered entrees, and refilled beverages for banquet guests.
  • Answered guest questions about event plans and food service choices.
  • Arranged linens and table settings according to seating plan and event theme.
  • Maintained flexible work schedule to meet event needs.
  • Maintained event cleanliness during service by promptly clearing dishes after each course.
  • Performed opening and closing duties for banquet hall, following checklist to restock supplies and clean up all service areas.
  • Worked with banquet manager to coordinate event set up and schedule.
  • Set up banquet tables and chairs based on event requirements.
  • Carried out professional service, retaining polite and friendly approach at all times.
  • Adhered to all health and safety regulations while serving food and beverages.
  • Adjusted service based on customer requests and kitchen readiness.
  • Refilled beverage glasses, cleared and reset tables, and stocked service areas.
  • Assisted customers in selecting menu items, answering questions and providing general information.
  • Arranged food, utensils and condiments on trays to serve meals with necessary items.
  • Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
  • Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
  • Replenished condiments and other supplies at tables and service bars.
  • Served meals to customers according to established guidelines.
  • Asked diners about meals to assess satisfaction and collect vital feedback to improve operations.
  • Maintained clean and safe work environment.

Downer EDI Rail
Newcastle, NSW

Trades Person – Qualified Electrician
01.2012 - 03.2014

Job overview

  • I have been a Trades person for 2 years working for Downer EDI Rail where we have been building the new Sydney Transport fleet of Trains
  • Wiring and installing electrical components in the driver’s cabin, installing cabin lighting, working with other trades to achieve our goals and meet require deadlines.
  • Demonstrated expertise in use of cable reels, stripping tools, voltage detectors, and wire and cable cutters to complete fast-paced work.
  • Stored and maintained power tools and equipment for each job.
  • Planned layout and installation of electrical wiring, equipment, and fixtures based on specifications and applicable code.
  • Coordinated with other trades and general contractors to facilitate layout of recessed fixtures and architectural lighting.
  • Used testing instruments such as ohmmeters, voltmeters, ammeters, and multimeters.
  • Installed, maintained, repaired, and tested equipment for electricity generation and utilization.
  • Worked from ladders, scaffolds and lifts to install, maintain, or repair electrical wiring equipment and lighting fixtures in ceilings, on roofs and on towers.
  • Inspected electrical systems, equipment and components to identify hazards, defects, and repair requirements.
  • Read and interpreted electrical, mechanical, and architectural drawings and electrical code specifications for wiring layouts.
  • Visited client sites to confirm space and layout restrictions for equipment installations.
  • Performed routine and complex maintenance and repairs on various electrical equipment.
  • Inspected worksites and installations to verify compliance with state safety codes.
  • Installed and wired electrical transformers, service panels, and circuit breakers.
  • Tested continuity of circuits in electrical wiring, equipment and fixtures using oscilloscopes.
  • Enhanced quality control by inspecting condition of equipment and tools.
  • Installed ground leads and connected power cables to equipment.
  • Replaced and repaired lighting fixtures and electrical control and distribution equipment.
  • Troubleshot and repaired malfunctioning systems and components.
  • Inspected electrical systems, equipment and components to identify hazards, defects and need for adjustment or repair.
  • Connected appropriate parts to deliver power to audio and visual equipment, signaling devices and heating or air conditioning systems.
  • Examined electrical units for loose connections and broken insulation.
  • Connected wires to circuit breakers, transformers or other components.
  • Repaired or replaced wiring, equipment and fixtures using hand tools and power tools.
  • Instructed customers on proper use and safety of electrical systems and equipment.
  • Consulted with management on functionality and lifespan of electrical equipment, advising when continued use may be hazardous.
  • Installed safety and distribution components for electrical systems, such as switches, resistors and circuit-breaker panels.
  • Followed state and local building regulations based on National Electrical Code.

Electro Group

Apprentice
09.2009 - 11.2011

Job overview

  • I have performed work for organizations such as: O’Donnell Griffin, the Hunter Water Board, Lake Macquarie City Council, the Roads and Traffic Authority (now known as the Roads and Maritimes Services) and Godbee Electrical
  • Reading and interpreting electrical plans
  • Working with other trades to achieve the best outcome for every job
  • Undertaking electrical circuit work.

Anything Electrical Newcastle

Apprentice
01.2007 - 09.2009

Job overview

  • Performing Domestic and Commercial work
  • Reading and interpreting electrical plans
  • Working with other trades to achieve the best work for every job
  • Undertaking electrical circuit work.

Various
Newcastle, NSW

Volunteer
01.2004 - 01.2006

Job overview

  • Worked in the local soccer canteen over the last couple of years
  • This involved serving customers as well as cooking food
  • I have also worked around our property for many years, this has involved yard maintenance, fixing the car and helping to repair things in need
  • Helping in many fundraising drives for local soccer.
  • Used strong interpersonal communication skills to convey information to others.
  • Supported engaging, fun, and smooth-running events by helping with organization and planning.
  • Assisted with special events and programs.
  • Maintained clean, neat, and operational facilities to serve program needs.
  • Represented organization positively and professionally while providing community with much-needed services.
  • Participated in volunteer orientations and training sessions to learn about organizational changes and mission updates.
  • Communicated with staff members to stay informed about volunteer opportunities and events.
  • Educated young people about strategies for driving discussions and promoting social changes.

Education

Drivers class C License, and I can drive both manual and automatic vehicles Certificate III Sport and Recreation First Aid Certificate/CPR Certificate III in Electrotechnology, TAFE

University Overview

hold a current New South Wales

West Wallsend High School

Higher School Certificate

University Overview

Newcastle TAFE

Certificate III in CAD and Computer skills at

University Overview

The Australian Institute Of Professional Trainers
Sydney

Certificate III in Sport & Recreation from Outdoor Education / Training / Facilitating Groups
02.2021 - 02.2022

University Overview

Skills

Local history

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Interests

Sport - Soccer / Golf / AFL

Hiking and nature

Travel

Interior decorating

Timeline

Guide / Facilitator / Mentor
The Urban Challenge
04.2022 - Current
The Australian Institute Of Professional Trainers
Certificate III in Sport & Recreation from Outdoor Education / Training / Facilitating Groups
02.2021 - 02.2022
Concierge/Porter/Valet
The Shangri-la Hotel Sydney
06.2018 - Current
Porter/Concierge
Victoria Marriott Inner Harbour
04.2017 - 04.2018
Porter/Concierge
Rimrock Resort Hotel
04.2016 - 04.2017
Banquet Server
Rimrock Resort Hotel
11.2015 - 04.2016
Trades Person – Qualified Electrician
Downer EDI Rail
01.2012 - 03.2014
Apprentice
Electro Group
09.2009 - 11.2011
Apprentice
Anything Electrical Newcastle
01.2007 - 09.2009
Volunteer
Various
01.2004 - 01.2006
Drivers class C License, and I can drive both manual and automatic vehicles Certificate III Sport and Recreation First Aid Certificate/CPR Certificate III in Electrotechnology, TAFE
04.2011
West Wallsend High School
Higher School Certificate
04.2006
Newcastle TAFE
Certificate III in CAD and Computer skills at
04.2006

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GREG WOODSTour Guide & Facilitator / Guest Services