Marc Tursi
Dingley Village,Australia
Summary
Experienced Hotel Manager with a passion for providing exceptional service to guests. Proven track record of reducing costs while maintaining high service quality and guest satisfaction. Strong leadership skills and dedication have consistently driven company growth by fostering team development and success.
Overview
5
5
years of professional experience
Work History
Rooms Division Manager
Crown Metropol & Promenade Melbourne
2023.10 - Current
- Oversee day-to-day operations of 2 hotels amounting to 1,100 rooms while being the point of contact for over 400 team members
- Aligning processes and procedures across both hotels
- Merging workforces across properties
- Recruitment of Management & Front-Line employees
- Performance managing employees
- Managing P&L across both hotels in all departments.
- Working with our engineering team to coordinate project works across the hotels
Rooms Division Manager
Crown Metropol Melbourne
2022.10 - 2023.10
- Support the General Manager in Hotel initiatives
- Oversee cleanliness of hotel public areas
- Quality assurance of hotel offering for guests
- Co-ordination of hotel improvement plans with multiple departments
- Working with department heads to synergise processes within the hotels.
Front Office Manager
Crown Metropol Melbourne
2021.02 - 2022.10
- Mentoring and increasing engagement levels of team
- Delegation of tasks to Front Office Supervisors, Duty Managers & AFOM
- Building relationships with hotel VIP guests
- Visibly displaying Crowns Service Values to the team
- Working with the Health and Safety Team to ensure that the hotel remains compliant and provides and safe working environment for our team
- Communicating with multiple stakeholders in regards to the development of improvement projects being undertaken in the hotel.
Assistant Front Office Manager
Crown Metropol & Promenade Perth
2019.08 - 2021.02
- Assisting with the merge of Front and Bell Desk Teams between 2 hotels
- Rolling out car wash offering for guests
- Performance managing employees
- Delegation of tasks to Front Office Supervisors & Duty Managers
- Working with HR for recruiting new employees.
Front Desk Manager
Crown Towers Melbourne
- 2019.08
- Team engagement to promote customer service objectives
- Writing rosters for Front Office Team
- Completing Performance reviews for Front Line employees
- Talent management of Front Office Team
- Monitoring stock budgets
- Rolling out training initiatives to the team
- Working with other departments to improve customer service initiatives
- Conducting disciplinary actions
- On-boarding new employees into the department.
Reservations Agent
Crown Towers Melbourne
2007.08
- Handling accommodation inquiries and bookings efficiently and accurately to ensure maximum guest satisfaction
- Accurately quoting room rates, packages and promotions available to all inquirers
- Ensuring an accurate representation of the hotel and it’s facilities, room configurations, lay out and sleeping capacities is communicated to all inquirers
- Communicating on all levels to guests, travel agents, corporate clients and colleagues at all times in an efficient and polite manner
- Carrying out reports and procedures within the department to ensure maximum satisfaction for both the hotel and its guests (e.g
- Following up on authorities, room rates, availability etc.)
- Training new staff in procedures, policies and standards of hotel reservations.
Management Trainee
Crown Towers Melbourne
- Working in all area’s throughout the hotel which include Housekeeping, Laundry, the Bell Desk, Concierge, Reservations, Front Office, Spa, Conferencing, Crystal Club, as Finance, Sales and Human Resources
- Reporting on each department within a month of leaving each department worked in which includes, experiences of my time in the department and any possible suggestions for improvement
- Participating and completing all tasks and projects assigned by Departmental Managers
- Consistently delivering “Five Star Service” to all guests at all times
- Liaising with Department Heads in regards to progress of program, as well as area’s of improvement.
Front Office Supervisor
Crown Promenade Hotel
- Ensuring the all front office staff work together as a team
- Assisting in making sure that Front Office payroll does not exceed $903K through effective rostering
- Coaching and Motivating Front Office team in relation to upsell opportunities of our higher graded room types in order to boost hotel revenue
- Control costs of Front Office Stationary by setting par levels of stock needed at the front desk and monitor where stationary fluxes occur
- Ensuring that the team is keeping Open Folio Accounts to a minimum for the hotel
- Coaching new staff in the role of Crown Promenade Supervisor so that all service levels and standards are met to keep a consistency in the department
- Continuing to Train and Develop current Front Office Attendants in order to help them progress in their career
- Making sure that the Front Office Team are performing all tasks while demonstrating Crown service levels and standards.
Hotel Duty Manager
Crown Towers/ Metropol/ Promenade Melbourne
- Monitoring all areas of the hotel to ensure that all areas are maintaining Crown’s Service Standards
- Helping any area of the business during different peak service times
- Completing Night Audit
- Handling any guest complaints that arise
- Delegating tasks to the team
- Managing hotel inventory
- Communicate information to relevant departments to help ensure highest standards possible
- Monitor and action email’s on Service Matrix
- Assisting with in house VIP’s
- Interviewing potential front line employees
- Finding and implementing new cost saving measures
- Ensuring all areas are maintaining Forbes 5 Star Service Standard.
Education
Bachelor of Business - Hospitality Management
Victoria University
Melbourne, VICSkills
- Microsoft – Office Suite
- Staff Training and Development
- Health and safety compliance
- Property Maintenance
- Complaint Handling
- Guest Relations Management
Accomplishments
- Crown Metropol Winning the TAA Luxury Lifestyle Accommodation of the year 2024
- Crown Metropol Winning the TAA Luxury Lifestyle Accommodation of the year 2023
- Crown Metropol Winning the TAA Deluxe Accommodation of the year 2021
- Assisting Crown Towers Reach Forbes 5 Star Rating
References
Available on request
Timeline
Rooms Division Manager
Crown Metropol & Promenade Melbourne
2023.10 - Current
Rooms Division Manager
Crown Metropol Melbourne
2022.10 - 2023.10
Front Office Manager
Crown Metropol Melbourne
2021.02 - 2022.10
Assistant Front Office Manager
Crown Metropol & Promenade Perth
2019.08 - 2021.02
Reservations Agent
Crown Towers Melbourne
2007.08
Front Desk Manager
Crown Towers Melbourne
- 2019.08
Management Trainee
Crown Towers Melbourne
Front Office Supervisor
Crown Promenade Hotel
Hotel Duty Manager
Crown Towers/ Metropol/ Promenade Melbourne
Bachelor of Business - Hospitality Management
Victoria University
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