Mitchell Roach
Sydney,NSW
Summary
Professional with strong background in leadership and team management. Proven track record in driving results and ensuring team collaboration. Skilled in strategic planning, problem-solving, and adapting to dynamic environments. Known for reliability, effective communication, and delivering high-quality outcomes.
Overview
15
15
years of professional experience
Work History
Assistant Manager of Guest Experience
Merlin Entertainments Group Ltd.
12.2023 - Current
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Acted as HSS Champion for two attractions.
- Was responsible for operations of two famous attractions, Madame Tussauds Sydney and Wild life Sydney.
- Managed a team of 18 employees from payroll, rostering and training.
- Maintained clean, safe, and organized attraction environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Lead in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Scheduled staff shifts to ensure proper coverage during peak hours without exceeding labor budgets.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the attractions.
- Managed daily operations effectively, ensuring timely completion of tasks and accurate reporting of results.
- Improved communication within the team through regular meetings, updates, and open channels of communication.
- Streamlined operational processes by implementing new strategies and procedures, resulting in increased efficiency.
- Assisted in budget development and monitoring, identifying opportunities for cost reduction where possible.
- Enhanced employee performance by developing comprehensive training programs tailored to individual needs.
- Established strong relationships with vendors, negotiating favourable contracts for goods and services while maintaining quality standards.
- Coordinated with other departments on joint projects, streamlining processes for maximum efficiency across all business units.
- Oversaw logistics management for complex projects involving multiple stakeholders or tight deadlines.
- Oversaw daily operations to ensure compliance with industry standards.
- Elevated customer experience, integrating feedback into operational improvements.
Actor
PG's Agency
08.2013 - Current
- Practiced lines and scenes independently and collaboratively to prepare for performances.
- Managed time to arrive on set when required to not delay rehearsals and shows.
- Exhibited strong professionalism by maintaining punctuality, preparedness, and open communication throughout all stages of the production process.
- Adapted quickly to changes in direction or scene requirements, showcasing flexibility and commitment to the project''s success.
- Followed precise blocking instructions, ensuring consistent continuity between takes and scenes.
- Utilized improvisation techniques when appropriate to enhance realism within unscripted moments or crowd scenes without overshadowing lead actors'' performances.
- Enhanced on-screen authenticity by accurately portraying various background characters in film scenes.
- Promoted a positive work environment by maintaining professionalism and punctuality throughout filming days.
- Collaborated with directors and assistant directors for seamless execution of specific actions during shooting.
- Received coaching and constructive feedback from directors, incorporating suggestions to improve overall performance quality.
- Remained focused during long hours on-set, delivering consistent quality performances take after take while adhering to strict deadlines.
- Attended rehearsals as requested to ensure familiarity with choreography, dialogue cues, or other essential elements of a scene prior to filming.
- Demonstrated versatility by successfully portraying characters from various socioeconomic backgrounds, age groups, occupations, or cultural contexts in numerous film projects.
- Used body language, facial expressions and vocal techniques to convey messages.
- Studied with various acting coaches and participated in ongoing classes and workshops.
- Collaborated with fellow extras and main cast members to create authentic background atmosphere for the production.
Admissions Supervisor
Merlin Entertainments Group Ltd.
10.2022 - 11.2023
- Developed comprehensive training materials for new staff members, resulting in quicker onboarding and increased productivity.
- Continuously sought opportunities for professional development and shared insights with colleagues, promoting a culture of continuous improvement within the admissions office.
- Reduced wait times for admission decisions by refining evaluation processes and effectively allocating resources within the department.
- Mentored and developed junior staff members, empowering them to excel in their roles and contribute positively to departmental goals.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Ensured compliance with company policies, industry regulations, safety standards, and local laws during daily operations.
- Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly.
- Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates.
- Improved operational efficiency by streamlining processes and implementing time-saving strategies.
- Developed strong relationships with key customers to better understand their requirements and tailor services accordingly.
- Boosted employee morale and engagement through development of comprehensive rewards and recognition program.
- Facilitated seamless communication channels between departments, improving coordination outcomes.
- Completed bi-weekly payroll for 30-40 employees.
Lead Male Dancer
Australian Cruise Group
03.2019 - 03.2023
- Picked up choreography moves easily and immediately incorporated changes in choreography or new moves by staying flexible.
- Developed strong relationships with fellow performers and production staff to foster a positive working environment.
- Participated in regular rehearsals, refining movements and synchronizing with fellow dancers for seamless performances.
- Demonstrated impressive flexibility, speed and agility when performing on stage.
- Enhanced audience experience by delivering emotionally captivating and technically precise performances.
- Demonstrated professionalism during high-pressure situations adhering strict deadlines while maintaining focus on technique and precision.
- Fostered positive and inclusive environment, mentoring junior dancers and providing constructive feedback.
Usher
Foundation Theatres
03.2021 - 10.2022
- Provided exceptional guest service, answering questions about the venue and directing patrons to their seats.
- Greeted customers with smile and provided friendly, knowledgeable service.
- Worked with other staff members to facilitate smooth flow of operations.
- Provided friendly and courteous customer service to all guests at events to enhance satisfaction.
- Managed crowd control effectively, ensuring timely seating and minimizing disruptions.
- Monitored entrance and exit of venue to guarantee safety of guests.
- Maintained professional demeanour to represent venue and create positive impression.
- Aided in resolution of customer complaints or concerns, demonstrating strong problem-solving skills and empathy toward guests'' experiences.
- Maintained updated knowledge of event information to provide guests with accurate details.
- Maintained a safe and clean environment for patrons by performing regular facility checks and resolving any issues promptly.
- Assisted patrons with seating by giving directions and lighting paths.
- Monitored events to identify potential problems and minimize disruptions.
- Participated actively in pre-show briefings so as always be informed about necessary details relevant to an upcoming show.
- Handled emergency situations calmly, following established protocols to ensure patron safety.
- Improved venue accessibility by offering assistance to patrons with disabilities or mobility challenges.
Retail Worker
Jamberoo Action Park
11.2013 - 04.2019
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
- Demonstrated strong communication skills when collaborating with fellow employees or assisting customers with inquiries or concerns.
- Maintained a clean and organized sales floor, enhancing the overall shopping experience for customers.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Enhanced customer satisfaction by providing personalized assistance and product recommendations.
- Resolved customer issues promptly and professionally, ensuring their continued loyalty to the brand.
- Contributed to visual merchandising efforts by creating eye-catching displays that showcased products effectively.
- Actively engaged customers to provide general assistance and information on store merchandise.
- Managed efficient cash register operations.
- Performed cash, card, and check transactions to complete customer purchases.
Performance Dancer
Princess Cruises
03.2010 - 04.2018
- Performed in both solo and ensemble pieces, showcasing adaptability and teamwork skills on stage.
- Enhanced audience experience by delivering captivating and high-energy performances in various dance styles.
- Demonstrated versatility in performance styles, adapting to diverse roles for a range of productions.
- Ensured adherence to strict safety guidelines during physically demanding routines, minimizing injury risk for all performers involved.
- Consistently received positive reviews from critics for exceptional technical skill and emotive performances.
- Utilized effective communication skills when working closely with directors, producers, and fellow performers during rehearsals and performances.
- Developed strong relationships with other performers, fostering a supportive environment that enhanced group dynamics on stage.
- Managed time efficiently during rehearsal periods by balancing individual practice sessions with group work to maximize overall progress.
- Picked up choreography moves easily and immediately incorporated changes in choreography or new moves by staying flexible.
- Maintained a professional attitude and work ethic during long rehearsals and performances.
- Performed in multiple roles by attending daily rehearsals to perfect execution of dance movements.
- Worked closely with the ASM and CM in assisting with any extra duties that needed to occur.
- Performed and understudied roles that were out of my original track. Including for both dancers and singers.
- Participated in muster station operations, participating in passenger check-ins to ensure all were accounted for during safety drills and emergencies. Participated in safety demonstrations, including the proper use of life-jackets, and actively engaged in training sessions to maintain high safety standards.
Education
Certificate IV - Interior Design
Interior Design Institute
Sydney, NSW12-2018
Certificate IV - Performing Arts
Brent Street Studios
Sydney, NSW12-2009
High School Certificate -
St Josephs Catholic High School
Albion Park, NSW12-2008
Skills
- Team leadership
- Inventory management
- Customer service
- Sales strategy
- Staff training
- Operational efficiency
- Performance assessment
- Budget management
- Product knowledge
- Quality control
- Vendor relations
- Time management
Timeline
Assistant Manager of Guest Experience
Merlin Entertainments Group Ltd.
12.2023 - Current
Admissions Supervisor
Merlin Entertainments Group Ltd.
10.2022 - 11.2023
Usher
Foundation Theatres
03.2021 - 10.2022
Lead Male Dancer
Australian Cruise Group
03.2019 - 03.2023
Retail Worker
Jamberoo Action Park
11.2013 - 04.2019
Actor
PG's Agency
08.2013 - Current
Performance Dancer
Princess Cruises
03.2010 - 04.2018
Certificate IV - Interior Design
Interior Design Institute
Certificate IV - Performing Arts
Brent Street Studios
High School Certificate -
St Josephs Catholic High School
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