Luke Rokotoro
Woolloongabba,QLD
Summary
Enthusiastic worker specializing in Hotel Operations, Customer service and Administrative support. Organized, detail-oriented and proactive with excellent communication, planning and decision-making abilities. Great team player that never backs away from challenges and opportunities to further develop.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Assistant Night Manager
IHG - Hotel X
Brisbane, QLD
11.2023 - Current
- Performed basic maintenance and cleaning.
- Walked property and grounds, picking up trash and debris to maintain curb appeal.
- Maintained a safe work environment by adhering to all safety protocols.
- Maintained clean and tidy appearance in reception, waiting areas and hallways.
- Handled complaints from customers in an efficient manner while working towards satisfactory resolutions.
- Directed incoming calls and messages to appropriate staff or residents.
- Trained new staff members on proper policies and procedures related to customer service delivery.
- Answered guest questions regarding local area, facilities and amenities.
- Acknowledged and greeted guests entering or leaving building, promoting pleasant environment.
- Assisted with check-in and check-out procedures including confirming reservation details and providing directions to guest rooms.
- Kept updated records of guest feedback forms in order to measure service quality over time.
- Arranged wake-up calls, dry cleaning and pet care as requested by patrons.
- Coordinated with guests to provide special requests such as flowers or champagne in guest rooms upon arrival.
- Drove vehicles to parking area, secured vehicles and returned tag and keys to key booth.
- Utilized proper safety protocols when operating motor vehicles or handling customer belongings.
- Handled difficult situations calmly and professionally in order to maintain a positive relationship with guests.
- Greeted customers and took car keys to park vehicles in available spots.
- Provided parking services in a timely manner, including valet parking, self-parking, and shuttle services.
- Monitored the security of the premises throughout the shift and took appropriate action when needed.
- Conducted nightly audits of cashier's reports and other financial records to ensure accuracy.
- Resolved conflicts among customers, employees, and management personnel when necessary.
- Maintained an accurate record of room availability, occupancy rates, and revenue generated.
- Enforced hotel policies related to safety, security, health regulations, and alcohol consumption.
- Coordinated with housekeeping staff to provide timely restocking of supplies in guest rooms.
- Prepared daily activity reports detailing any incidents that occurred during the night shift.
- Assisted in the supervision of night staff to ensure all duties were completed accurately and on time.
- Established friendly relationships with regular guests, members and residents.
- Oversaw night audit function and preparation of daily financial reports.
- Responded to and resolved guest issues or complaints.
- Delegated work to staff, setting priorities and goals.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Issued room keys and escort instructions to bellhops.
- Offered guests beverages and refreshments upon check-in.
- Explained how TV remote, heating/cooling, WiFi access and locks worked to hotel guests.
- Scheduled space or equipment for special programs, meetings and conferences.
- Responded promptly to guest requests to achieve customer satisfaction.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Built and maintained productive relationships with employees.
- Reserved rooms, changed reservations and added special request notes to reservations electronically in reservations system.
- Took reservations from patrons by phone or online.
- Answered phones promptly to record and confirm reservations.
Hotel Night Manager
Novotel Brisbane Airport
Brisbane, Australia
02.2023 - 11.2023
- Reviewed guest feedback surveys on a regular basis and took corrective actions as needed
- Assessed staffing needs for each shift based on forecasted occupancy levels
- Identified and analyzed operational challenges and facilitated development of solutions to prevent reoccurrence
- Implemented strategies for increasing occupancy rates during peak season
- Collaborated with other departments to coordinate events or special promotions
- Arranged telephone answering services, delivered mail, and packages and answer questions regarding locations for eating and entertainment
- Trained new staff members on policies, procedures, job duties and responsibilities
- Purchased supplies, and arranged for outside services, such as deliveries, laundry, maintenance, and repair, and trash collection
- Analyzed monthly sales figures to identify areas for improvement in order to maximize profits
- Established strong relationships with local businesses to increase referrals and collaboration opportunities
- Organized monthly meetings with department heads to review performance metrics
- Oversaw housekeeping duties such as cleaning rooms, laundry services, linen supply
- Collected payments and record data pertaining to funds and expenditures
- Established policies and procedures to ensure efficient operations of the hotel
- Performed periodic audits of hotel services and facilities to ensure quality and consistency
- Reviewed financial reports and statements to determine operations performance against budget
- Implemented cost control measures to reduce expenses while maintaining quality standards.
Night Auditor
Novotel Brisbane Airport
Brisbane, Australia
11.2022 - 02.2023
- Conducted regular inspections of all areas within the hotel premises
- Greeted and registered guests
- Troubleshot minor problems and reported larger technical issues
- Committed to delivering excellent customer service while working in a fast-paced environment
- Focused on learning new skills and staying updated with industry changes
- Met deadlines while maintaining high-quality deliverables
- Sought continuing education opportunities to stay current with industry trends
- Performed routine and scheduled maintenance services
- Responded quickly to meet customer needs and resolve problems
- Managed and coordinated multiple projects while ensuring timely completion
- Collaborated with departmental leaders to establish organizational goals, strategic plans and objectives
- Participated in ongoing training to enhance own job skills and knowledge
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible
- Experienced with social media and communications platforms
- Performed general maintenance and repair.
Yard Labourer
Rail
Acacia Ridge, Australia
06.2020 - 11.2022
- Manually cleared pine and hard wood timbers off trailers
- Prepared trailers to be loaded
- Set up wood on trailers to transport steel building products
- Ensured each load and trailer meet Road Safety Standards
- Guided forklifts with loads to load trailers
- Assisted Forklift with unloading various steel products from rail wagons
- Checked-off inventory order lists
- Delegated and organised customer stockpiles
- Performed stocktake
- Catalogued products according to customers, dates and order batches
- Housekeeping within rail wagons
- Guided Rail Yard traffic using two way radio and hand signals
- Constructed Line Haul loads according to weight, width and density
- Operated machinery to unload Rail Tilt Wagons
- Supervised staff and supervisor responsibilities
- Worked in small team effectively daily
- Supervised and trained new staff
- Chained and dogged transport racks
- Accurately comprehend and actioned written instructions.
Lead Guest Service Agent
Novotel Brisbane Airport
Brisbane, Australia
08.2022 - 11.2022
- Developed departmental objectives, budgets, policies, procedures and strategies
- Responded quickly to meet customer needs and resolve problems
- Performed general maintenance and repair
- Performed routine and scheduled maintenance services
- Experienced with social media and communications platforms
- Identified ways to improve efficiency in operations and implemented process changes
- Worked with coworkers to complete tasks
- Collaborated with departmental leaders to establish organizational goals, strategic plans and objectives
- Focused on learning new skills and staying updated with industry changes
- Sought continuing education opportunities to stay current with industry trends.
NDIS Support Worker
Teacup Cottage
Capalaba, Australia
10.2019 - 06.2020
- Followed and performed duties outlined in individual client profiles
- General housekeeping of clients house and property
- Prepared food and meals for multiple clients
- Organised recreational activities and outings for clients
- Adapted and catered for fluctuating needs and wants of clients
- Drove company vehicles to transport clients
- Managed money and budgeted spending for clients
- Strived in making clients feel valued
- Managed fatigue
- Connected genuinely with client's family and friends to ensure comfort within the professional relationship
- Administered medications as needed to clients.
Mail Officer
Australia Post
Northgate, Australia
01.2012 - 01.2019
- Manually sorted letters
- Manually sorted parcels
- Operated Mail sorting machinery
- Operated load shifting machinery
- Loaded and unloaded mail out of containers
- Despatched mail at designated despatch times
- Identified and removed dangerous goods from mail stream
- Performed revenue recovery
- Worked in large team settings
- Working unsupervised regularly to complete tasks
- Assisted mail delivery personnel for their mail runs
- Performed supervisor duties
- Worked alongside mechanics to troubleshoot machinery.
Education
Pine Rivers State High School
01.2010
Skills
- Quality assurance
- Hard working
- Self motivated
- Fast Learner
- Organized
- Health and Safety Compliance
- Great team worker
- Problem solving skills
- Enthusiastic
- Punctual
- Friendly
- Willing to learn and up-skill
- Creative thinker
- Detail oriented
- Excellent work ethic
- Goal orientated
- Natural leadership quality
- Confident in social interactions
- Property Security
- Guest Relations
- Conflict Resolution
- Guest Relations Expertise
- Complaint Handling
- Security Awareness
- Customer Service
- Guest Assistance
- Cash handling experience
- Strong leadership
- Health and safety compliance
- Guest relations expertise
- Reception oversight
- Security awareness
Certification
- Blue Card
- Yellow Card
- CPR Certified
- RSA
Volunteer Experience
Street Outreach Worker, 01/2021 - 12/2022, Kangaroo Point Uniting Church, Brisbane, QLD, Distributed food items during outreach events according to established protocols., Transported and accompanied clients to shopping areas or to appointments., Submitted reports and review reports and problems with superior., Conducted street-level interventions with people experiencing homelessness., Assisted in locating housing for displaced individuals., Researched best practices related to street outreach work from other organizations around the country., Demonstrated use and care of equipment for tenant use., Experienced with social media and communications platforms.
References
Jacobus Meiring,
Senior Night Manager
Hotel X - 0448600438
jacobus.meiring@hotelx.com.au
Timeline
Assistant Night Manager
IHG - Hotel X
11.2023 - Current
Hotel Night Manager
Novotel Brisbane Airport
02.2023 - 11.2023
Night Auditor
Novotel Brisbane Airport
11.2022 - 02.2023
Lead Guest Service Agent
Novotel Brisbane Airport
08.2022 - 11.2022
Yard Labourer
Rail
06.2020 - 11.2022
NDIS Support Worker
Teacup Cottage
10.2019 - 06.2020
Mail Officer
Australia Post
01.2012 - 01.2019
Pine Rivers State High School
- Blue Card
- Yellow Card
- CPR Certified
- RSA
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