Manu Pal
Gold Coast,QLD
Summary
Hospitality professional with over seven years of experience in luxury hotel operations and high-end retail. Skilled in Night Auditing, Front Office Management, VIP Guest Services, Membership programs, and Financial Reconciliation. Proven ability to deliver exceptional customer experiences, resolve issues efficiently, and maintain brand standards in fast-paced, high-pressure environments.
Overview
3
3
years of professional experience
Work History
Night Auditor
Mondrian Gold Coast
04.2025 - Current
- Supported a successful pre-opening of a luxury 5-star property by assisting with front office setup and night audit procedures.
- Accurately completed nightly reconciliation of revenue from all outlets, including rooms, food and beverage, and spa services.
- Generated and submitted daily revenue, cash, and variance reports to management and finance teams.
- Delivered professional overnight guest service, managing check-ins, check-outs, and VIP requests.
- Used Opera PMS and POS systems to audit guest folios, resolve billing issues, and ensure accurate transaction postings.
- Coordinated with security and engineering to maintain guest safety during overnight shifts.
- Managed credit card pre-authorizations, refunds, and payment discrepancies with discretion and accuracy.
- Served as the primary overnight contact, resolving guest concerns promptly and maintaining brand service standards.
- Managed credit card pre-authorizations, refunds, and payment discrepancies with discretion and accuracy.
Premium Services Host
The Star Gold Coast
, QLD
09.2023 - 04.2025
- Build and maintain strong relationships with VIP and loyalty program members, ensuring personalized service at every touchpoint.
- Provided personalised assistance at the private gaming room reception.
- Handled administrative tasks, including hotel and limo bookings, reservation modifications, and airfare reimbursements.
- Assisted local and interstate guests with reservations, ensuring seamless experiences.
- Resolved customer inquiries promptly, enhancing satisfaction.
- Coordinated with multiple departments for smooth operations.
- Ensured compliance with safe gambling practices through meticulous paperwork management.
- Maintained professionalism in handling challenging customers.
Casino Guest Services Agent
The Star Gold Coast
10.2022 - 09.2023
- Managed casino membership enrolments and maintained accurate guest profiles to enhance loyalty program participation.
- Provided expert guidance on loyalty benefits, promotions, and membership tiers to maximise guest engagement.
- Handled guest enquiries promptly and professionally, ensuring high levels of satisfaction and retention.
- Collaborated with marketing and operations teams to support loyalty initiatives and special events.
- Maintained confidentiality and accuracy when managing sensitive guest information and data
Sales Associate
Tommy Hilfiger
07.2022 - 10.2022
- Delivered exceptional customer service by assisting shoppers with product selection, styling advice, and brand information.
- Maintained comprehensive knowledge of Tommy Hilfiger’s product range, promotions, and seasonal collections.
- Achieved individual and team sales targets consistently through proactive customer engagement and upselling techniques.
- Managed point-of-sale transactions accurately and efficiently, including cash handling and credit payments.
- Ensured the store was visually appealing through effective merchandising and stock replenishment.
- Fostered a welcoming environment to enhance the overall brand experience, and encourage customer loyalty.
- Assisted in inventory control and loss prevention initiatives to safeguard store assets.
Education
Master of International Tourism & Hospitality Management -
Griffith University
Southport, QLD06.2024
Bachelors Of Science In Hospitality & Hotel Administration -
Institute of Hotel Management, Catering & Nutrition
India07.2020
Skills
- Front desk operations
- Strong work ethic
- Client management
- Revenue reconciliation
- Attention to detail
- Cross-selling techniques
- Opera PMS utilization
- Guest service management
- Team collaboration
- High-profile client service
- Problem-solving
Timeline
Night Auditor
Mondrian Gold Coast
04.2025 - Current
Premium Services Host
The Star Gold Coast
09.2023 - 04.2025
Casino Guest Services Agent
The Star Gold Coast
10.2022 - 09.2023
Sales Associate
Tommy Hilfiger
07.2022 - 10.2022
Master of International Tourism & Hospitality Management -
Griffith University
Bachelors Of Science In Hospitality & Hotel Administration -
Institute of Hotel Management, Catering & Nutrition
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