Matthew Rowley
Jubilee Pocket,QLD
Summary
With a proven track record at Airlie Beach Hotel, I excel in leadership and customer service, significantly enhancing team performance and guest satisfaction. Expert in emergency management and conflict resolution, I adeptly balance operational efficiency with safety compliance, fostering a secure, welcoming environment for both staff and patrons.
Professional management expert with proven ability to oversee day-to-day operations and maintain high standards. Known for fostering team collaboration and driving results in diverse environments. Reliable and adaptable, with strong skills in conflict resolution and staff supervision.
Overview
21
21
years of professional experience
Work History
Duty Manager
Airlie Beach Hotel
10.2020 - Current
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Trained employees in essential job functions.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
- Enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.
- Oversaw inventory management, ordering supplies as needed to maintain adequate stock levels and minimize waste.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Maintained a safe and secure environment for guests and employees through regular facility inspections and adherence to safety protocols.
- Ensured compliance with all company policies, local regulations, and industry standards related to hotel operations.
- Served as the primary point of contact for VIP guests, ensuring personalized service and exceptional experiences throughout their stay.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained a professional demeanour by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Crowd Controller
Elite Personal Protection
01.2004 - 10.2020
- Supported event staff in maintaining order during peak hours, contributing to a well-organized environment.
- Managed large crowds effectively by implementing strategic positioning tactics throughout venues or event sites.
- Assisted event organizers in developing efficient crowd management strategies for large-scale gatherings.
- Aided venue staff in the evacuation process during emergencies, guiding guests swiftly and safely from the area.
- Liaised with law enforcement officers when necessary to address incidents requiring further intervention beyond standard crowd control protocols.
- Coordinated with fellow Crowd Controllers to cover various areas of an event space efficiently while maintaining constant communication.
- Provided excellent customer service, addressing attendee concerns and ensuring their needs were met throughout events.
- Deterred unauthorized access attempts by consistently checking credentials at designated entry points.
- Enhanced venue safety by conducting thorough checks and monitoring entry points.
- Calmly handled emergency situations, providing clear instructions to attendees and coordinating with first responders as needed.
- Reduced incidents of disorderly conduct by implementing effective communication techniques when dealing with difficult situations.
- Maintained crowd control during events, ensuring a safe and enjoyable experience for all attendees.
- Mitigated conflicts among attendees through diplomacy and conflict resolution skills, fostering a peaceful environment for all guests.
- Sustained open lines of communication between venue staff members to ensure seamless coordination during events.
- Controlled flow of patrons attending large outdoor events.
- Facilitated smooth ingress and egress of guests at high-profile events, streamlining the overall experience for attendees.
- Safeguarded event premises through diligent observation and rapid response to potential issues.
- Ensured a secure atmosphere by conducting regular patrols of event spaces, identifying any potential hazards or disturbances.
- Collaborated with security teams to address potential risks and develop contingency plans for emergency situations.
- Navigated challenging situations involving disruptive individuals effectively without escalating tensions or compromising guest enjoyment.
- Warned offenders about rule infractions and violations.
- Closed and securely locked gates and doors at end of each event.
- Ejected unruly patrons from premises.
- Called police to report criminal acts.
- Patrolled exterior and interior of premises.
- Checked IDs and closely examined patrons' faces to verify age.
- Monitored, guarded and patrolled premises to prevent infractions of rules, theft and violence.
- Enforced dress codes and refused objectionable attire.
- Liaised with local police officers, fire services and emergency services to maintain security and service and resolve issues.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Patrolled internal building spaces and facility grounds to identify and deter threats to assets.
- Enforced security policies and removed violators and unauthorized individuals from premises to maintain safe environment.
- Conducted training sessions for new security personnel to facilitate compliance with security protocols.
- Updated shift logs and produced daily reports to document security activities and specific incidents.
- Responded quickly to emergency situations to assess and deflect issues.
- Wrote detailed reports of all security breaches and investigations.
- Worked independently and collaboratively to resolve urgent issues to protect lives and property.
- Leveraged physical or verbal techniques to investigate suspicious activities and resolve concerns.
Education
High School Diploma -
Townsville Grammar School
Townsville12-2001
Skills
- Customer service focus
- Written and oral communication
- Verbal and written communication
- Health and safety compliance
- Emergency management strategy
- Strong leadership
- Employee engagement
- Training and mentoring
- Processes and procedures
- Priority management
- Negotiation
- Schedule development
- Expectation setting
- Schedule oversight
- Problem-solving abilities
- Multitasking
- Reliability
- Customer Relations
- Team building
- Conflict Resolution
- Employee Training
- Professionalism
- Time management abilities
- Adaptability
- Problem-solving aptitude
- Communication Skills
- Cross-functional team leadership
Timeline
Duty Manager
Airlie Beach Hotel
10.2020 - Current
Crowd Controller
Elite Personal Protection
01.2004 - 10.2020
High School Diploma -
Townsville Grammar School
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