Jessica Shefford
Coombabah,Australia
Summary
Versatile hotel manager dedicated to sourcing best talent and establishing modern workforce policies to drive company growth and productivity. Communicative leader with outstanding record of operational improvement through workforce planning and development.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Manager on Duty
Mondrian Gold Coast
Burleigh, Queensland
04.2025 - Current
- Played a key role in the successful pre-opening of Mondrian Gold Coast, coordinating across departments to ensure readiness for launch day, and a smooth operational startup.
- Led front office operations setup, including training staff on PMS systems (Opera Cloud, ReadyPeople, HubOS, Duve), developing SOPs, and establishing guest service protocols.
- Recruited, trained, and onboarded new team members in guest services, ensuring a high level of service delivery from day one.
- Collaborated with executive leadership and vendors to ensure timely installation of essential hotel systems including POS, minibar, telephones, internet, and key card access.
- Developed crisis management protocols for the front office, ensuring team preparedness for common guest issues, safety concerns, and tech outages.
- Contributed to the creation of a positive service culture, establishing guest-first standards that led to positive reviews within the first 30 days of opening.
Manager on Duty
Sheraton Grand Mirage Resort Gold Coast
Gold Coast, Queensland
04.2023 - 04.2025
- Ensured that all Front Office Associates are motivated and trained in the correct method of Front Office service, assisting with the maintenance of standards and procedures, training, certification and performance appraisals.
- Co-ordinated Front Office operations during shift, including Front Desk, Telephones, and Concierge to ensure Guest service excellence and adhere to the Hotel's standards and procedures at all times.
- Analysed and responded to Guest feedback, Guest satisfaction and Associate satisfaction information; and giving a positive commitment to continuous improvement of product and performance in line with Sheraton Brand Standards.
- Understand what internal and external stakeholder's value and anticipate their needs; striving towards loyalty and lasting relationships.
- Approaches problems using logic and good judgement; reaching decisions by weighing the facts and options.
Concierge Supervisor
The Star Entertainment Group
Gold Coast, Queensland
11.2022 - 04.2023
- Assisted the Chief Concierge to ensure that the highest standards of service are achieved and maintained within Concierge by supervising team members and monitoring daily activities.
- Supervising and adding value to the activities of all team members by providing leadership to ensure maximum productivity and guest satisfaction.
- Ensuring guest complaints are minimised by efficient handling in a timely and professional manner.
- Created a positive work environment that facilitates team member motivation, builds morale and teamwork.
- Responded to guest requests for special arrangements or service requests, such as transport and tourist activities.
- Answered, recorded, and processed all guest calls, messages, requests, questions, or concerns.
- Reviewed shift logs/daily memo books and document pertinent information in logbooks.
- Ensured that any outstanding requests from the previous day were received priority and are resolved.
- Monitored inventory and order general office supplies.
- Notified Loss Prevention/Security of any guest reports of theft.
Hospitality Leadership Program Graduate
The Star Entertainment Group
Gold Coast, Queensland
01.2022 - 11.2022
- Aligned work practices with the hotel's vision to always go “Above and Beyond” for the consumer through consistent attempts to exceed consumers expectations.
- Worked closely alongside key stakeholders to fully understand the leadership required in every aspect of a hospitality business.
- Learnt every leadership role in human resources, food and beverage, hotels, corporate and gaming.
- Supported performance management initiatives through feedback collection and documentation.
Guest Service Agent
Sheraton Grand Mirage Resort Gold Coast
Gold Coast, Queensland
03.2021 - 12.2021
- Anticipated guest's needs through observation and offered prompt, efficient service.
- Aligned work practices with the hotel's vision to always go “Above and Beyond” for the consumer through consistent attempts to exceed consumers expectations.
- Effectively communicated and liaised with associates on all levels, understanding the importance of teamwork and communication within hotel operations.
- Strictly followed all security protocols, ensuring all necessary information was obtained at check-in.
- Fully conversant and efficient in the operation of switchboard and other related equipment, such as paging system, two-way radios, hospitality desk phones, in-house movie system, call accounting and hotel channel.
Mayors Student Ambassador
Study Gold Coast
Gold Coast, Queensland
03.2021 - 12.2021
- One of 18 students selected to represent the student community, alongside the Gold Coast Mayor.
- Attended numerous events held around the Gold Coast, in order to develop a deeper understanding of tourism, culture and life on the Gold Coast.
- Learnt to work effectively in a team with people from different cultures who bring different views, beliefs and attitudes to the team.
- Participated in professional workshops designed to increase leadership skills, managerial skills and networking skills.
Human Resources Intern
JW Marriott Gold Coast
Gold Coast, Queensland
03.2020 - 01.2021
- Performed various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and bookkeeping.
- Managed new employees' confidential documents, including unemployment documents and additional permanent files.
- Oversaw and managed the hiring process and assisted human resources.
- Designed daily newsletters for distribution, which informed and entertained campus community.
- Reviewed and screened applicant resumes to identify qualified candidates.
- Completed biography reports on the companies elected software in order to make sure all inputted data was accurate.
Waitress
Crema Espresso
Gold Coast, Queensland
09.2018 - 09.2020
- Addressed guest complaints and resolved issues to promote satisfaction.
- Contributed to consistent customer satisfaction rating by producing high-quality food and providing timely service.
- Maintained clean and organised appearance for all restaurant areas to attract and retain customers.
- Exceeded customer expectations by providing welcoming environment and prompt and friendly service to people of diverse backgrounds.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
Education
Bachelor - International Hotel and Tourism Management
Bond University
Gold Coast12.2021
High School Diploma -
Marymount College
Gold Coast12.2019
Skills
- Team Leadership
- Recruitment strategies
- Project management
- KPI Monitoring
- Attention to Detail
- Performance Tracking and Evaluations
- Policy Implementation
Certification
- First Aid & CPR Certificate
- Authorized Administer of Oxygen
- RMLV
- Manual Licence
Accomplishments
- Business Studies Annual Award in 2019 from Marymount College
References
Kate-Lyn Horne
Front Office Manager
Kate-Lyn.HORNE@mondrianhotels.com
Timeline
Manager on Duty
Mondrian Gold Coast
04.2025 - Current
Manager on Duty
Sheraton Grand Mirage Resort Gold Coast
04.2023 - 04.2025
Concierge Supervisor
The Star Entertainment Group
11.2022 - 04.2023
Hospitality Leadership Program Graduate
The Star Entertainment Group
01.2022 - 11.2022
Guest Service Agent
Sheraton Grand Mirage Resort Gold Coast
03.2021 - 12.2021
Mayors Student Ambassador
Study Gold Coast
03.2021 - 12.2021
Human Resources Intern
JW Marriott Gold Coast
03.2020 - 01.2021
Waitress
Crema Espresso
09.2018 - 09.2020
Bachelor - International Hotel and Tourism Management
Bond University
High School Diploma -
Marymount College
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