Igy Gonzales
Hospitality
Westmead,NSW
Summary
Detail-oriented professional with bilingual abilities combines with integrity as frontline corporate representative. Well-educated and poised with superior communication skills. Westmead NSW 2145 Efficient Duty Manager versed in task delegation and workflow coordination, promoting efficient and high-quality operations. Diplomatic and engaging with skill in handling challenging requests with friendly and knowledgeable support.
Overview
5
5
years of professional experience
2
2
years of post-secondary education
Work History
Customer Journey Coordinator - Stations
Metro Trains
Tallawong, NSW
05.2023 - Current
- Gathered and organized materials to support operations.
- Entered data, generated reports, and produced tracking documents.
- Coached employees through day-to-day work and complex problems.
- Prepared agendas and took notes at meetings to archive proceedings.
- Evaluated operational practices and identified improvement opportunities to develop revisions for systems and procedures.
- Utilized proactive communication abilities to resolve employment-related disputes.
Duty Manager
Crowne Plaza Sydney
01.2022
- Overseeing the day-to-day operations of a business to ensure it runs smoothly
- Making strategic decisions about staffing levels, work hours, and pricing in order to meet customer demand while controlling expenses
- Ensuring that all customers receive courteous service by hiring, training, and supervising employees using interpersonal skills such as conflict resolution and communication skills
- Working closely with senior management to develop and implement marketing strategies that will increase sales
- Overseeing the financial performance of a business by analyzing reports and making adjustments where necessary
- Ensure Compliance with privacy requirements and legislative obligations ensuring confidentiality, privacy and integrity of information is not compromised.491 376 igy.g@yahoo.com
Resort Manager
Igy Gonzales, Rafferty’s Resort
01.2021 - 01.2022
- Maximize room revenue and occupancy by reviewing status daily
- Analyze rate variance, monitor credit report and maintain close observation of daily house count
- Monitor selling status of house daily
- Ie flash report,allowance etc
- Processing staff's timesheets for payroll department Maintains working relationships and communicates withall departments, resorts community members, resorts permanent residents and unit owners managed by the resort
- Daily reports, night audit reports and EOM reports
Front Office Supervisor
Hotel Steyne Manly
01.2020 - 01.2021
- Supervised ten administrative team members and provided constructive feedback, resulting in higher morale and increased employee retention
- Updated customer accounts with add-on room charges, including minibar use and room service bills
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process
- Collaborated with team members to handle guest requirements from check-in through check-out
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate
- Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours
- Entered customer data into room system and updated information whenever patrons changed rooms
- Immediately contacted housekeeping staff and maintenance department regarding guest room issues
- Kept accounts in balance and ran daily reports to verify totals.
Duty Manager
The York by Swissbel
01.2019 - 01.2021
- Hotel Function as Manager on Duty when no General Manager or Duty Manager on property licenses
- Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests
- Responsible for leading and delivering workplace services Ensuring consistently high levels of customer service satisfaction
Education
Diploma - Leadership and Management
TAFE
01.2021 - 04.2021
Certificate IV in Hospitality - undefined
TAFE
01.2020 - 04.2021
Skills
Staff TrainingDecision MakingCustomer ServiceNightly AuditsOffice OrganizationNegotiation TacticsConflict Resolution
Written and oral communication
New employee training
Timeline
Customer Journey Coordinator - Stations
Metro Trains
05.2023 - Current
Duty Manager
Crowne Plaza Sydney
01.2022
Resort Manager
Igy Gonzales, Rafferty’s Resort
01.2021 - 01.2022
Diploma - Leadership and Management
TAFE
01.2021 - 04.2021
Front Office Supervisor
Hotel Steyne Manly
01.2020 - 01.2021
Certificate IV in Hospitality - undefined
TAFE
01.2020 - 04.2021
Duty Manager
The York by Swissbel
01.2019 - 01.2021