Mark Balas
Coburg,VIC
Summary
Friendly guest service professional offering 5+ years of superior service in hospitality industry. Strong hospitality knowledge and drive for cultivating guest loyalty. Proven success in GSA and Food and Beverage roles with training in Opera.
or
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
or
Experienced Auditor focused on improving business compliance, workflow and processes through detailed audits and optimization recommendations. Successful track record of fully evaluating information, structures and procedures and initiating corrective actions. Advanced skills in [Software].
Overview
7
7
years of professional experience
Work History
Income Auditor
Crown Casino
09.2022 - 03.2024
- Conducted root cause analyses on identified variances during the audit process, recommending corrective actions to prevent future occurrences.
- Mitigated risk of financial losses by proactively detecting errors in billing, sales reports, and cash handling procedures.
- Provided exceptional customer service by resolving billing disputes promptly and professionally, ensuring positive business relationships.
- Maintained thorough documentation of all income audit findings, contributing to the transparency and accountability within the finance department.
- Ensured timely reporting of financial data by adhering to strict deadlines for month-end closing procedures.
- Handled and transported cash from cash machines to the vault.
Guest Services Agent
Holiday Inn Melbourne Airport
06.2022 - 06.2023
- Greeted guests upon arrival and offered assistance.
- Collected room deposits, fees, and payments.
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Maximized revenue by upselling room upgrades and additional services.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations.
- Streamlined check-in processes for increased efficiency and reduced wait times.
- Coordinated transportation arrangements for guests, including airport pick-ups and drop-offs as needed.
Food and Beverage Attendant
Holiday Inn Melbourne Airport
03.2019 - 02.2023
- Maintained clean and organized restaurant to comply with hygiene and health regulations.
- Greeted and seated guests to provide friendly and welcoming experience.
- Delivered exceptional service even under high-pressure situations, maintaining the highest standards of professionalism.
- Handled cash transactions accurately, ensuring accountability and proper financial reporting at the end of each shift.
- Communicated with kitchen staff and waiters to provide accurate, timely information regarding orders and minimize delays.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Assisted in training new team members, sharing knowledge and best practices to maintain high standards of service across the board.
- Upsold menu items when appropriate, contributing to increased revenue generation without compromising guest satisfaction.
Food and Beverage Attendant
The Pancake Parlour
08.2017 - 03.2019
- Maintained clean and organized restaurant to comply with hygiene and health regulations.
- Delivered exceptional service even under high-pressure situations, maintaining the highest standards of professionalism.
- Collaborated with other food and beverage attendants to provide prompt, smooth and excellent service.
- Communicated with kitchen staff and waiters to provide accurate, timely information regarding orders and minimize delays.
- Provided guests with information about menu items, specials and promotions to provide quality service.
Education
Bachelor of Commerce - Accounting
La Trobe University
Melbourne, VIC09.2022
Bachelor of Arts - Chinese
La Trobe University
Melbourne, VIC09.2022
Diploma of Languages - Spanish
La Trobe University
Melbourne, VIC09.2021
Skills
- Auditing Techniques
- Balance sheets
- Reliability
- Excellent Communication
- Bookkeeping and Reconciliation
- Adaptability and Flexibility
- Team Building and Leadership
- Critical Thinking and Analysis
- Workload Management
- Time management abilities
Languages
Mandarin Chinese
Spanish
Greek
Timeline
Income Auditor
Crown Casino
09.2022 - 03.2024
Guest Services Agent
Holiday Inn Melbourne Airport
06.2022 - 06.2023
Food and Beverage Attendant
Holiday Inn Melbourne Airport
03.2019 - 02.2023
Food and Beverage Attendant
The Pancake Parlour
08.2017 - 03.2019
Bachelor of Commerce - Accounting
La Trobe University
Bachelor of Arts - Chinese
La Trobe University
Diploma of Languages - Spanish
La Trobe University
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