Luke Scarlett
Wembley,WA
Summary
Results-driven manager with extensive experience in managing front office operations, ensuring exceptional guest service, and optimizing overall hotel performance. Demonstrated leadership skills in leading and motivating teams to deliver outstanding customer experiences. Committed to upholding the highest standards of professionalism, integrity, and hospitality excellence.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Duty Manager
Rendezvous Scarborough
01.2023 - 02.2024
- Duties overseeing the hotel operations, Managing all staff and inventory, Development of training for new staff, Following policy and procedures, Maintaining good relationships between clients and management
- Enhanced guest satisfaction by promptly addressing concerns and providing exceptional customer service.
- Streamlined hotel operations by effectively managing front desk, housekeeping, and maintenance staff.
- Increased room occupancy rates by implementing effective marketing strategies and promotions.
- Reduced guest complaints by ensuring strict adherence to hotel policies and procedures.
- Improved overall efficiency with regular evaluations of staff performance and targeted training programs.
Assistant Front Office Manager
Stamford Hotels And Resorts
09.2022 - 01.2023
- Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
- Streamlined check-in and check-out processes for a smoother guest experience.
- Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
- Improved team performance by providing regular training on customer service techniques and hotel policies.
- Increased repeat business through personalized guest interactions and exceptional service delivery.
- Implemented new procedures for handling guest complaints, resulting in increased customer satisfaction ratings.
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Provided support to the Front Office Manager during peak times or staff absences, ensuring consistent management presence at all times.
Front Office Duty Manager
PARKROYAL Monash Melbourne
01.2021 - 09.2022
- Train and guide front office team in order to provide a high standard of service, Coordinated office workflow with diligent scheduling, task delegation and resource management, Handle customer requests and complaints in a professional manner, Coach and lead front office team to achieve KPIs, Manage staff schedules and shift changes according to the occupancy, Identify and resolve operation issues, accounting variances and discrepancies
- Collaborated with housekeeping department to ensure timely room availability and optimal cleanliness.
- Managed daily front office operations, ensuring smooth workflow and maximum efficiency among staff members.
- Trained new hires in front office procedures, contributing to a knowledgeable and skilled team.
- Developed strong relationships with corporate clients, securing repeat business for the hotel.
- Assisted guests with special requests or needs, providing personalized service that exceeded expectations.
Night Manager
PARKROYAL Monash Melbourne
01.2019 - 01.2021
- Coach and lead front office team to achieve KPIs, Manage staff schedules and shift changes according to the occupancy, Train and guide front office team in order to provide a high standard of service, Enhanced property security by reviewing logs daily to identify significant incidents and coordinate enhancements, Implemented and managed hotel's daily quality process, including associate improvement, compliance assessments and performance reviews, Identify and resolve operation issue, accounting variances and discrepancies
- Ensured safety of guests through thorough monitoring of property, conducting security checks, and addressing potential risks.
- Oversaw accurate billing procedures for all hotel transactions during the night shift, minimizing discrepancies found during audits.
Aircraft Technician
Emirates
12.2017 - 08.2019
- Responsible for carrying out maintenance tasks on Emirates and third party aircraft components in accordance with company procedures and regulations, Assisted with airworthiness requirements with detailed inspections before takeoff and after completed flights., Working with The Aircraft Technician as part of a team Handle customer requests and complaints in a professional manner, Answer calls and queries related to potential booking
- Improved aircraft maintenance efficiency by implementing streamlined processes and procedures.
- Conducted thorough inspections for optimal aircraft safety and compliance with regulatory standards.
- Reduced aircraft downtime through meticulous scheduling and prioritization of maintenance tasks.
- Maintained detailed records of all maintenance activities, ensuring accurate documentation for future reference and audits.
Education
Master's degree - International Hotel Management
Blue Mountains International Hotel Management School
Sydney, NSW01.2020
Bachelor of Business - International Hotel and Resort Management
Blue Mountains International Hotel Management School
07.2017
Skills
- Customer Service skills
- Guest services management
- Outstanding communication
- Attention to detail
- Active Listening Skills
- Improving Customer Experience
- Problem Solving
- Decision Making
- White Card
- Conflict resolution skills
- Workflow coordination
- Staff recruiting, interviewing & training
- Microsoft Office Suite
- POS systems
- MICROS
- OPERA PMS
- Team Supervision
- Goal Setting
- Business Administration
Certification
- Responsible Service of Alcohol
- First Aid Certificate
- Approved Managers ( WA )
Locations
Western Australia, WA
Melbourne, VI C
References
- Christopher Trevor, RC Boating & Leisure, CEO, Narre Warren, 0408 612 661
- Rita Hanna, Area One Clothing, CEO, Chapel Street, 0418103818
Timeline
Duty Manager
Rendezvous Scarborough
01.2023 - 02.2024
Assistant Front Office Manager
Stamford Hotels And Resorts
09.2022 - 01.2023
Front Office Duty Manager
PARKROYAL Monash Melbourne
01.2021 - 09.2022
Night Manager
PARKROYAL Monash Melbourne
01.2019 - 01.2021
Aircraft Technician
Emirates
12.2017 - 08.2019
Master's degree - International Hotel Management
Blue Mountains International Hotel Management School
Bachelor of Business - International Hotel and Resort Management
Blue Mountains International Hotel Management School
- Responsible Service of Alcohol
- First Aid Certificate
- Approved Managers ( WA )
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