Hamilton Lessa Coelho Neto
Surfers Paradise,QLD
Summary
Dedicated professional with expertise in customer service and team management. Known for going above and beyond, resolving conflicts effectively and enhancing service quality through operational improvements.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Duty Manager
Dorsett Gold Coast
Broadbeach, QLD
04.2025 - Current
- Supervised daily operations to ensure efficient hotel functioning.
- Resolved guest inquiries and complaints to enhance customer satisfaction.
- Collaborated with department heads to streamline communication and workflows.
- Maintained professionalism in customer interactions, answered concerns and resolved problems with friendly and knowledgeable approach.
- Created positive work environment for employees and delivered exceptional customer service.
- Delegated tasks appropriately amongst team members according to individual skillsets.
- Investigated customer complaints in a timely manner, resolving issues efficiently.
- Monitored performance of staff members, offering advice where appropriate.
- Took care of customer problem escalated by other staff members.
- Liaised with other departments to ensure seamless operations across the organization.
- Responded to customer questions regarding products, prices and availability.
- Monitored employee productivity to provide constructive feedback and coaching.
- Complied with company policies, objectives and communication goals.
- Coordinated with other department supervisors to ensure smooth workflow and project alignment.
- Fostered a positive and motivating work environment, leading to an increase in team morale.
- Delegated work to staff, setting priorities and goals.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Fontt Office Supervisor/Duty Manager
qualia
Hamilton Island , QLD
11.2023 - 03.2025
- Supervised daily office operations and ensured smooth workflow.
- Coordinated team members for timed deadlines.
- Managed office supplies inventory and ordered necessary materials.
- Trained new staff on office procedures and company policies.
- Maintained organized filing system for documents and records.
- Assisted in implementing process improvements for office efficiency.
- Supervised, trained and mentored staff members in the use of office equipment and procedures.
- Resolved customer complaints regarding products or services offered by the company.
- Attended weekly staff meetings to discuss current issues affecting the department.
- Elevated customer satisfaction ratings by promptly resolving client and case issues.
- Delegated work to staff, setting priorities and goals.
- Managed guest inquiries and resolved issues promptly.
- Coordinated staff schedules to optimize coverage across all shifts.
- Helped patrons find entertainment and events, making reservations, and enhancing customer experience.
Assistant Manager
Capella Sydney
Sydney, 2000
02.2023 - 10.2023
- Pre opened hotel
- Assisted in managing daily operations at a luxury hotel.
- Supported team training initiatives to enhance service quality and guest experience.
- Implemented standard operating procedures for front desk and concierge services.
- Facilitated communication between departments to improve workflow and collaboration.
- Resolved guest inquiries promptly, ensuring satisfaction during their stay.
- Managed customer service inquiries and complaints in a timely manner.
- Collaborated with management on developing strategic plans for achieving business goals.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Established processes for monitoring customer satisfaction levels.
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Assigned work and monitored performance of project personnel.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Implemented quality control measures to uphold company standards.
- Delegated tasks among team members according to their strengths and abilities.
- Analyzed data from customer surveys and implemented changes accordingly.
Duty Manager
InterContinental Double Bay
Double Bay, 2028
09.2022 - 02.2023
- Supervised daily operations to ensure smooth workflow and customer satisfaction.
- Trained staff on service standards and effective problem-solving techniques.
- Resolved customer complaints promptly to enhance guest experience.
- Conducted regular inspections to ensure compliance with health and safety regulations.
- Collaborated with management team to develop operational strategies and initiatives.
- Resolved customer complaints in a professional manner.
- Performed administrative tasks such as filing documents or preparing reports.
- Assigned tasks to employees and monitored progress of projects.
- Interacted with customers regularly to ensure their needs were met.
- Monitored staff performance and provided feedback to ensure quality customer service.
- Responded to customer questions regarding products, prices and availability.
- Conducted regular performance evaluations, providing constructive feedback and setting individual goals.
Guest Service Manager
Meriton Suites
Zetland, NSW
04.2022 - 09.2022
- Managed daily operations of guest service team.
- Resolved guest complaints promptly and effectively.
- Developed schedules to optimize team performance and coverage.
- Implemented service standards to enhance guest experiences.
- Collaborated with other departments to ensure seamless operations.
- Provided support with day-to-day operational issues related to guest services.
- Identified areas of improvement in order to maximize efficiency of operations.
- Collaborated with other departments within the organization to ensure smooth functioning of operations.
- Ensured proper maintenance of facilities used by guests.
- Gathered feedback from customers through surveys or other methods to measure satisfaction levels.
- Maintained accurate records of all guest interactions, inquiries and complaints.
- Developed strategies to increase customer satisfaction levels and reduce customer complaints.
- Delegated work to staff, setting priorities and goals.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Education
Master of Science - Marketing Management And Research
Central Queensland University
Sydney, NSW08-2018
Graduate Diploma - Business Administration
Central Queensland University
Sydney, NSW08-2018
Skills
- Operational procedures
- Team management
- Customer service
- Inventory management
- Staff training
- Communication strategies
- Conflict resolution
- Performance monitoring
- Customer feedback analysis
- Problem solving
- Time management
- Task delegation
- Shift scheduling
- New employee training
- Employee engagement
- Performance management
- Employee development
- Strong leadership
- Work planning and organization
- Operations management
- Customer service focus
- Verbal and written communication
- Team supervision
- Quality assurance
- Customer communication
Languages
English
Full Professional
Portuguese
Native/ Bilingual
Spanish
Elementary
Affiliations
- Balanced routine lifestyle
- Day-to-day focused
- Focused on being better than today
Certification
- First aid and CPR
- RSA
- Driver licence
Hobbies
- Gym
- Writing
- Video making and editing
- Photography
References
References available upon request.
Timeline
Duty Manager
Dorsett Gold Coast
04.2025 - Current
Fontt Office Supervisor/Duty Manager
qualia
11.2023 - 03.2025
Assistant Manager
Capella Sydney
02.2023 - 10.2023
Duty Manager
InterContinental Double Bay
09.2022 - 02.2023
Guest Service Manager
Meriton Suites
04.2022 - 09.2022
Master of Science - Marketing Management And Research
Central Queensland University
Graduate Diploma - Business Administration
Central Queensland University
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