Hané Lutschini
Melbourne,VIC
Summary
Accomplished and detail-oriented Front Office Duty Manager with a proven track record in meeting customer expectations and achieving company goals. Experienced in supervising front office operations and excelling in restaurant and bar management. Known for meeting deadlines, maintaining high standards, and a commitment to professional growth and new challenges.
Overview
8
8
years of professional experience
Work History
Duty Manager
Meriton Suites Melbourne
Melbourne, VIC
11.2023 - Current
- Provided support to the Front Office team in overseeing guest check-ins and check-outs, resulting in a smooth and efficient process.
- Handled guest concerns as they arise and applied effective problem-solving techniques.
- Delivered customized training, support, and mentorship to cultivate future leaders' skills and abilities in alignment with their unique learning preferences.
- Implemented effective task allocation strategies to maximize the quality and productivity of the team
- Proactively gathered guest feedback and suggestions to continually enhance service.
- Conducted regular patrols and security checks to identify and address potential vulnerabilities or safety hazards.
- Organized suite assignments efficiently for the following day using the Guest Centrix system, managing a turnover rate of 25% with 298 suites.
- Managed room assignments based on individual preferences, successfully met the specific demands of VIP guests, and efficiently dealt with multiple group bookings.
- Collaborated with Housekeeping, Maintenance, and public areas departments to ensure timely completion of daily operations and services
- Efficiently handled Guest Centrix cashier report as part of business administration duties.
Front Office Supervisor
Reef View Hotel and Plam Bungalows
Hamilton Island, QLD
06.2022 - 05.2023
- Led a team of 4-6 staff on shift in the front office and 1-2 staff on shift at the switchboard, focusing on improving workplace quality and efficiency by effectively allocating tasks.
- Resolved customer complaints in a timely manner.
- Collaborated with the Front Office Manager to establish clear and effective SOPs for Supervisors and Front Office staff.
- Utilized the HOST system to allocate rooms for the following day, overseeing a total of 364 hotel rooms and 50 bungalows with an average daily turnover rate of 30%.
- Maintained financial integrity through consistent daily cash up and reconciliation of Eftpos terminals, Westpac Payway, and HOST system cashiering report.
- Created and delivered exceptional daily guest reports consisting of personalized welcome letters and amenities
- Provided personalized training to staff, enabling them to take on leadership roles
- Facilitated effective communication and coordination among various departments such as Housekeeping, F&B, Public areas, Mini bar, and Events team.
Food and Beverage Supervisor
Pool Terrance Restaurant & Reef Lounge Bar
Hamilton Island, QLD
06.2021 - 06.2022
- Conducted mentorships to foster growth and development among the FOH team.
- Created supportive and welcoming environment to promote and guide future leaders in their development stages.
- Collaborated with management to develop and implement company SOPs and training manuals for enhanced workplace accuracy and efficiency.
- Established and monitored staff KPIs, ensuring accountability and responsiveness through disciplinary actions as required.
- Resolved restaurant booking, hotel, and island inquiries from guests
- Efficiently addressed and resolved all customer complaints in a timely manner.
- Scheduled rostering activities two weeks in advance, performed daily cash up and balanced EFTPOS terminals, and managed host system cashiering report.
Bar Supervisor
Manta Ray Restaurant, Tako ResTaurant, Sails Verandah Bar & Restaurant
Hamilton Island, QLD
11.2020 - 06.2021
- Upholding workplace health and safety measures.
- Worked effectively with team members to ensure consistent delivery of excellent customer service regardless of dining volume.
- Applied hospitality service expertise, including food and wine pairing, menu memorization, and knowledge of allergies related to food and alcohol.
- Conducted monthly trainings for 8 bartenders at various island venues and mentored 1-2 senior bartenders to assume leadership roles
- Developed and implemented training manuals and Standard Operating Procedures (SOPs) for multiple venues on the island.
Shift Supervisor
Beach House Bar and Grill Chermside
Brisbane, QLD
01.2017 - 11.2020
- Successfully managed a team of 6-7 employees, providing guidance in daily operations, training sessions, KPI meetings and task allocation to ensure optimal satisfaction for all stakeholders.
- Guaranteed timely production of high-quality food and beverages, adhering to house policy standards.
- Ensured prompt resolution of complaints while maintaining a professional approach
- Developed strong interpersonal and communication skills by engaging with patrons and staff.
- Streamlined business administration processes encompassing banking, safe count activities, start/end of day cash up procedures, inventory control measures, and record keeping.
Education
Diploma of Travel and Tourism Management -
TAFE Queensland Bracken Ridge
QLD06.2018
High School Diploma -
Clayfield College Brisbane
QLD11.2013
Certificate III in Tourism and Events -
Brisbane North Institute of TAFE
QLD06.2013
BA of Business Management -
Griffith University
QLDSkills
- Staff Training and Development
- Strong leadership
- Problem solving and conflict resolution
- Organization and Time management
- Interpersonal Communication
- Business Administration
- Operations Management
References
- Sainath Earla, Front Office Manager, Reef View Hotel and Palm Bungalows, Hamilton Island, 042-675-7691, searla@hamiltonisland.com.au
- Rupayan Sengupta, Executive House Keeping Manager, Reef View Hotel and Palm Bungalows, Hamilton Island, 042-173-8701, rupayan.sengupta@gmail.com
- Luc Lachaud, Restaurant Manager, Pool Terrance Restaurant & Reef Lounge Bar, Hamilton Island, +33745335294, luc.lachaud@gmail.com
Additional Qualifications
- TAFE Queensland Covid Safe Work Training (Micro- Credential Course) - Attained- August 2020
- CLEAN TO WORK Provide Responsible Service of Alcohol Queensland - Attained- April 2020
- CPR First Aid Provide First Aid Provide CPR - Attained- November 2023
Timeline
Duty Manager
Meriton Suites Melbourne
11.2023 - Current
Front Office Supervisor
Reef View Hotel and Plam Bungalows
06.2022 - 05.2023
Food and Beverage Supervisor
Pool Terrance Restaurant & Reef Lounge Bar
06.2021 - 06.2022
Bar Supervisor
Manta Ray Restaurant, Tako ResTaurant, Sails Verandah Bar & Restaurant
11.2020 - 06.2021
Shift Supervisor
Beach House Bar and Grill Chermside
01.2017 - 11.2020
Diploma of Travel and Tourism Management -
TAFE Queensland Bracken Ridge
High School Diploma -
Clayfield College Brisbane
Certificate III in Tourism and Events -
Brisbane North Institute of TAFE
BA of Business Management -
Griffith University
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