Muskie Fergusson
East Brisbane,Australia
Summary
Versatile and results-driven professional with extensive experience in hospitality and administration, notably at Mantra South Bank. Excelled in enhancing guest satisfaction and streamlining operations, leveraging expertise in hotel management software and exceptional interpersonal skills. Proven track record in improving operational efficiency, demonstrating a keen eye for detail and a commitment to excellence.
Overview
10
10
years of professional experience
Work History
Guest Service Agent (Weekends Only)
Mantra South Bank
01.2023 - Current
- Greet and assist guests with check in/check out, ensuring a smooth experience
- Manage reservations, cancellations, and modifications, ensuring guest satisfaction
- Process payments, handle guest inquiries, and maintain front desk operations
- Upsell hotel services and amenities to enhance guest satisfaction and hotel revenue
Administration Officer (Accounts)
UniLodge Park Central
01.2022 - Current
- Manage daily admin tasks, including rental bank transfers and account reconciliation for 1600+ tenants
- Oversee financial transactions (EFTPOS, bank transfers, Novatti payments) to ensure account accuracy
- Perform end-of-month banking reconciliation and report discrepancies
- Assess and approve tenant rental extensions, ensuring alignment with company policies
- Handle tenant inquiries, complaints, and rental extensions on an individual basis which have been escalated to me
- Support leasing team with managing and updating fixed-term lease agreements
- Follow up on rent arrears and provide fortnightly reports to the GM
- Issue documentation for rental breaches, taking into consideration tenant well-being
- Represent UniLodge at court hearings and manage payment plans
- Manage utility billing for retail tenants, issuing invoices and following up on overdue payments
- Coordinate contractor management for property maintenance and repairs
- Ensure team compliance with new procedures, providing on-the-job training and support
- Coordinate staff professional development and compliance requirements
Guest Service Agent
FV by Peppers
01.2022 - 01.2023
- Job skills as shown above
Teacher’s Assistant
Wanguri Primary School
01.2021 - 01.2022
- Assisted in classroom preparation, student support (including special needs), and classroom management
- Supported teachers with assessing, organising student work, and assisting with school activities
- One-to-one intensive student support with neuro-divergent students
- Note taking regarding student milestones in behaviour and work
- Settling students with sensory activities in the ‘engine room’
Guest Service Agent | Interim Event Coordinator
Mantra Pandanas | Mantra on the Esplanade
03.2019 - 01.2022
- Managed reservations, check ins, and check outs, ensuring high guest satisfaction
- Created and coordinated BEO event logistics for smooth operation of events
- Coordinate contractor management and staff rostering for on-site support
- Handled payments, event billing, and upsold services to maximise revenue
Sales & Events Coordinator
Mantra Bell City
01.2019 - 03.2019
Guest Service Agent – Team Leader
Peppers Docklands
11.2017 - 01.2019
Assistant Front Office Manager
Mantra Jolimont
11.2016 - 11.2017
Guest Services Desk Agent
Mantra Pandanas
05.2015 - 11.2016
Sales Assistant
Betts Group
08.2014 - 05.2015
Education
Certificate III - Tourism
Charles Darwin University
Certificate II - Business
Charles Darwin University
Diploma - Nursing
TAFE Queensland
Certificate IV -
Real Estate Practice
Skills
- Microsoft Office
- StarRez Student Accommodation Software
- Hotel management software
- POS systems
- MyBos Rentals Software
- Micros POS
- Preceda/Payroll systems
References
Available upon request.
Volunteer Experience
- Uniting Church, Op Shop Volunteer, Assisted with sorting and washing clothes, Preparing items for sale, Helping out on Saturday mornings
- Community Soccer Fundraiser, Volunteer, Supported local fundraising efforts for community soccer programs
Timeline
Guest Service Agent (Weekends Only)
Mantra South Bank
01.2023 - Current
Administration Officer (Accounts)
UniLodge Park Central
01.2022 - Current
Guest Service Agent
FV by Peppers
01.2022 - 01.2023
Teacher’s Assistant
Wanguri Primary School
01.2021 - 01.2022
Guest Service Agent | Interim Event Coordinator
Mantra Pandanas | Mantra on the Esplanade
03.2019 - 01.2022
Sales & Events Coordinator
Mantra Bell City
01.2019 - 03.2019
Guest Service Agent – Team Leader
Peppers Docklands
11.2017 - 01.2019
Assistant Front Office Manager
Mantra Jolimont
11.2016 - 11.2017
Guest Services Desk Agent
Mantra Pandanas
05.2015 - 11.2016
Sales Assistant
Betts Group
08.2014 - 05.2015
Certificate III - Tourism
Charles Darwin University
Certificate II - Business
Charles Darwin University
Diploma - Nursing
TAFE Queensland
Certificate IV -
Real Estate Practice
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