Laurence Roque
Newtown,Australia
Summary
Dynamic customer service professional with a strong background in hospitality and hotel management, dedicated to enhancing service delivery and optimizing guest experiences. Proven ability to manage hotel operations effectively while fostering collaborative environments that drive team performance and achieve organizational goals. Expertise in staff training, conflict resolution, and maintaining professional relationships to boost profitability and ensure guest satisfaction. Committed to adapting to dynamic situations and continuously improving service quality for exceptional results.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Hotel Manager
Backpackers Imperial Hotel
07.2019 - Current
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated high attention to detail, organization, and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Making sure to maintain work health and safety at all times.
- Organizing weekly roster for the staff and Payroll wages weekly for the staff.
- Increased guest satisfaction by implementing innovative customer service initiatives and staff training programs.
Production staff
National Pies
11.2020 - 04.2023
- Operating commercial ovens and monitoring products to make sure they will be cooked properly.
- Followed safety procedures and guidelines to maintain safe working environments.
- Used equipment properly to avoid workplace hazards or injuries.
- Resolved issues quickly to maintain productivity goals.
- Improved production efficiency by streamlining assembly line processes and implementing time-saving techniques.
Management staff
Metro Parking Management Pty Ltd
08.2017 - 01.2019
- Answered general questions about parking fees, facilities, and directions.
- Kept parking lot clean and well-maintained to provide a safe and attractive lot to customers.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined internal communication processes, fostering stronger collaboration among team members and departments.
Accounting Assistant
Far Eastern University
03.2012 - 10.2012
- Streamlined accounting processes by implementing efficient organizational systems and procedures.
- Enhanced financial reporting accuracy by diligently reconciling accounts and identifying discrepancies.
- Assisted in the preparation of monthly financial statements for timely and accurate reporting to management.
- Facilitated smooth financial audits by maintaining organized records and providing necessary documentation to auditors.
Education
Certificate III in Individual Support - Disability
Penny Royal College
Hobart, TAS09-2025
Diploma - Hospitality Management
Australian Institute of Business and Innovation
03.2021
Advanced diploma - Leadership and Management
TAS College
Hobart, TAS12-2021
Diploma - Leadership and Management
TAS College
Hobart, TAS12.2019
Professional year program - Management
Australian Technical Management College
Melbourne, VIC06.2018
Masters - Professional Accounting
Central Queensland University
Melbourne, VIC07.2016
Bachelor of Science - Commerce Major in Internal Auditing
Far Eastern University
04.2010
Skills
- Customer Service
- Selling Skills
- Xero accounting software
- Outstanding Communication Skills
- Microsoft Office proficiency
- Social media networking
- Guest services management
- Account Administration
- Inventory Management
- Personnel Supervision
- Problem-solving abilities
Certification
- Provide First Aid
- Provide Basic Emergency Life Support
- Provide Cardiopulmonary Resuscitation
- Manual handling
- Changed behaviours - Dementia training Australia
- National Hand Hygiene Initiative
- NDIS Supporting Effective Communication Module
- NDIS Worker Orientation Module - 'Quality, Safety and You'
- Food Safety Training
Timeline
Production staff
National Pies
11.2020 - 04.2023
Hotel Manager
Backpackers Imperial Hotel
07.2019 - Current
Management staff
Metro Parking Management Pty Ltd
08.2017 - 01.2019
Accounting Assistant
Far Eastern University
03.2012 - 10.2012
Diploma - Hospitality Management
Australian Institute of Business and Innovation
Diploma - Leadership and Management
TAS College
Professional year program - Management
Australian Technical Management College
Masters - Professional Accounting
Central Queensland University
Bachelor of Science - Commerce Major in Internal Auditing
Far Eastern University
Certificate III in Individual Support - Disability
Penny Royal College
Advanced diploma - Leadership and Management
TAS College
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