NICOLE WILLIAMS
Club Hotel
Gladstone,QLD
1
Certification
18
years of professional experience
Efficient Duty Manager versed in task delegation and workflow coordination, promoting efficient, and high-quality operations. Diplomatic and engaging with skill in handling challenging requests with friendly and knowledgeable support. Adept at managing Hotel and Gaming compliance.
Work History
Duty Manager
4 Years 2 Months- Oversaw daily front-of-house operations, coordinating department activities to maintain smooth guest service.
- Resolved guest complaints promptly to maintain service standards and support positive customer outcomes.
- Monitored front desk housekeeping and food service activities to maintain operational consistency.
- Enforced venue policies, safety procedures, and compliance requirements across shifts.
- Managed incident responses, documenting issues and escalating concerns when necessary.
- Ensured compliance with all company policies, local regulations, and industry standards related to hotel operations.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
Duty Manager
1 Year 10 Months- Supervised daily hotel operations, ensuring smooth front desk, housekeeping, and guest service coordination.
- Resolved guest complaints promptly, maintaining service standards and strengthening overall guest satisfaction.
- Oversaw shift handovers, confirming accurate communication of arrivals, departures, incidents, and priority tasks.
- Monitored cash handling, reconciliation, and operational compliance across front office activities.
- Trained new team members on hotel procedures, guest relations, and operational expectations.
- Ensured compliance with all company policies, local regulations, and industry standards related to hotel operations.
Gaming Supervisor
11 Years 8 Months- Conducted gaming clearances and managed banking requirements, prepared end-of-month reports.
- Operated Tab Terminals, executing opening and closing procedures efficiently.
- Demonstrated understanding of wildcat gaming systems
- Handled cash transactions, provided accurate change, and balanced cash drawer at shift's end.
- Supervised gaming floor operations, ensuring compliance with gaming regulations and house policies.
- Evaluated floor conditions, enforced policies, and implemented process improvements to strengthen operations.
- Monitored patrons for signs of compulsive gambling.
Skills
Beverage inventory management
Tab terminals expertise
Task delegation
Cash management
Gaming compliance oversight
Bar and beverage restocking
Gaming compliance
Strong multitasking
Quick decision-making
Customer assistance
Work ethic
Customer service focus
Team supervision
Safety protocols
Health and safety compliance
Certification
- Diploma of Hospitality
- RSA
- RSG
- CLO
- RMLV
- Managers Liquor Licence
Timeline
Duty Manager
Club Hotel
08.2022 - 10.2026Read More
Duty Manager
Leichhardt Hotel
10.2020 - 08.2022Read More
Gaming Supervisor
Royal Mail Hotel
02.2009 - 10.2020Read More