Leanne Phillips
Summary
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. .A Passionate leader with know-how to develop positive working environment and improved employee retention, great customer service and conflict resolution skills.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Duty Manager & Loyalty Ambassador
Pullman Sea Temple resort & Spa
10.2022 - Current
- Delivering the highest standard of customer service and guest relations, consistently exceeding guest expectations to create memorable experiences
- Directed and oversee crucial departments including reservation, reception, room service, housekeeping, and maintenance, ensuring seamless and efficient daily operations.
- Ensure arrivals and Departures are coordinated professionally
- Supporting, training, and supervising front office staff
- Highest standard of guest experience
- Loyalty ambassador for FNQ
- Creating trainings plan to ensure brand standards are maintained and standard operating procedures are followed
- Overseeing accounting and purchasing activities, as well as monitoring and reporting on revenue and cash flow
- Liaising with the general manager with day to operations/complaints/discrepancies/guest experience.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
Front Office Manager
Hamilton Island
03.2022 - 09.2022
- Managing 176 private apartments
- Managing the front office
- Supporting, training, and supervising front office staff
- Ensuring that all customer-related tasks are handled accurately and on time to improve guests' experience
- Handling customer complaints and special requests
- Scheduling staff shifts and managing other HR-related tasks
- Preparing monthly management reports on customer feedback, bookings, and cancellations.
Front office Supervisor
Accor Peppers Beach Club, Port Douglas
10.2020 - 03.2022
- Highest Standard in Front Office in s 4-star resort
- Managing the day-to-day operations of front office
- Ensure arrivals and Departures are coordinated professionally
- Training as a team leader, in operations, food and beverage / housekeeping
- Training staff members
- Driving the Accor Loyalty programme.
Front office Supervisor
Sheraton Grand Mirage
05.2018 - 10.2020
- High knowledge of Marriott bonvey loyalty programme
- Highest standard in Front Office
- Check In/Out guests professionally
- Upsell the resort, its facilities, and accommodation
- Fulfilling guest needs and requests during their stay to the highest standard
- Ensure group arrivals and check in are coordinated professionally
- Experienced in other departments – Reservations / F&B / Banquets / Tour Desk / housekeeping
- Welcome Guest Experience Champion for the resort.
Guest service agent
Accor Hotels Mantra Trio, Port Douglas
03.2017 - 05.2018
Education
Skills
- Process Optimization
- Verbal and Written Communication
- Service Management
- Team Development
- Motivational Leadership
- Hospitality Management
- Operational Oversight
- Rewards Programs
Certification
- RSA
- First aid
- RMLV
- PMS Sihot/Hirum/Opera/Room-master/Micros/opera cloud
References
References available on request from U.K & Australia
Timeline
Duty Manager & Loyalty Ambassador
Pullman Sea Temple resort & Spa
10.2022 - Current
Front Office Manager
Hamilton Island
03.2022 - 09.2022
Front office Supervisor
Accor Peppers Beach Club, Port Douglas
10.2020 - 03.2022
Front office Supervisor
Sheraton Grand Mirage
05.2018 - 10.2020
Guest service agent
Accor Hotels Mantra Trio, Port Douglas
03.2017 - 05.2018
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