Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nina Hanson

Hospitality And Customer Service
Sydney

Summary

Adaptable and hardworking staff leader with an upbeat nature. Skilled at training employees and driving team engagement and client satisfaction. Organized forward-thinker, focused on continuous operational improvement.



Overview

12
12
years of professional experience
6052
6052
years of post-secondary education
2
2
Languages

Work History

Assistant Manager

Mantra 2 Bond St
01.2022 - Current
  • Welcome guests and other stakeholders warmly, with the intention of developing positive relationships and a sense of familiarity and belonging
  • Complete general hotel reception duties including coordinating arrivals and departures of 120+ rooms daily, ensuring payment of all accounts, and responding to internal and external requests and enquiries
  • Collaborate with other departments to resolve conflicts, maintaining excellent communication and cooperation
  • Solve problems and resolve conflicts in a calm and professional manner, focusing on excellent customer service and solutions which result in satisfaction for both the guest and hotel operation
  • Effectively manage high-stress scenarios and ensuring minimal disruption to guests and hotel operations when responding to emergencies and troubleshooting technical issues
  • Managed the onboarding and training process for all new front desk team members, ensuring quick comprehension of procedures, customer service expectations, and operational standards
  • Assisted the training and successful implementation of a new Property Management System (PMS) across front desk operations, ensuring a smooth transition and minimal disruption to guest services


Bookings Manager and MaÎtre’ D’

Checho’s
10.2020 - 07.2022
  • Monitored booking enquiries through various channels, maximizing revenue and enhancing customer satisfaction by efficiently managing reservations and providing exceptional service.
  • Organized private parties and venue hire including pricing and payment, menu selection, staffing, and sequence of service
  • Oversaw lunch and dinner services including coordinating seating plans and monitoring bookings across two 60+ patron sessions
  • Memorized seasonally changing menus of 30+ items, providing accurate advice customized to individuals based on preferences, dietary restrictions and allergies
  • Kept up to date with and enforced the following of RSA laws and Covid-19 regulations to ensure the health and safety of staff and patrons

All Rounder

Sandfire Roadhouse
02.2020 - 06.2020
  • Maintained booking, monitoring and completing of invoices for accommodation
  • Oversaw sales transactions of shop items, food, and fuel purchases
  • Cleaned and maintained guest rooms and facilities including the caravan park, bar, and public restrooms
  • Prepared short order meals including sandwiches, breakfasts, steaks, salads, and a variety of fried foods

Housekeeping

Paramount House Hotel
04.2019 - 02.2020
  • Prepared rooms for arrival including making beds, cleaning bathrooms, restocking amenities, dusting, vacuuming, and mopping
  • Communicated effectively with the front desk team, coordinating priority rooms, changes, and miscellaneous tasks
  • Inspected rooms ensuring attention high standards of detail are met
  • Monitored stock and ordering of linens, guest room amenities, and cleaning supplies
  • Helped integrate new Rooms Management System ensuring familiarity of all team members

Housekeeping

Gibraltar Hotel
01.2019 - 04.2019
  • Created and maintained welcoming and comfortable environment for guests by performing cleaning duties including med making, vacuuming, cleaning bathrooms, and dusting
  • Reported damage, maintenance problems, and potential safety hazards to shift supervisors
  • Cleaned and serviced rooms complying with expectations of detail and time requirements
  • Maintained hotel safety standards by adhering to proper procedures for handling chemicals and equipment during cleaning tasks.

Administration/Allrounder

Aurora Kakadu Resort
06.2018 - 09.2018
  • Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies across all departments
  • Communicated with travel and tour organizations to organize, create, and prepare for group bookings ensuring meticulous attention to detail was met
  • Completed new hire paperwork and end of week wage forms
  • Independently oversaw service and operations of breakfast in the restaurant


Guest Services Agent/Concierge

Marriott Hotels
01.2017 - 05.2018
  • Checked guests in and out managing all payments and finalizing guest folios
  • Assigned and monitored room allocations for inventory of 272 rooms
  • Responded to, resolved, and followed up with guest complaints and conflicts
  • Coordinated with team members across all departments
  • Recognized Marriott Reward members, and promote hotel loyalty program
  • Stayed up to date on information about local business and events to provide accurate advice to customers
  • Served meals, drinks, and provided local advice for VIP Members and guests

Salon Coordinator/Front desk

Saskia Salon
01.2016 - 05.2018
  • Oversaw daily operations of the salon, including the front desk, provision of services, inventorying, and cleanliness
  • Stayed up-to-date with detailed knowledge of industry trends, products and services
  • Planned and organized salon meetings, education, and events
  • Provided exceptional support to both stylists and clients alike during high-volume periods such as holidays or special events.
  • Set goals and tracked progress for individual team members retail and service sales to maximize salon revenue and service provider income
  • Attended front desk and management workshops focused on goal setting and KPI tracking

Front of House

On The Border Mexican Grill and Cantina
10.2013 - 10.2015
  • Lead Host – Greet guests and manage flow of seating to help ensure timely service. Train new team members.
  • Server Assistant/Food Runner – Assist servers with various needs. Bus, clean, and reset tables. Run food and drinks to guests
  • Marketing – Meet with local businesses to discuss and arrange special promotions

Summer Staff and House Lead

United Christian Youth Camp
05.2013 - 01.2015
  • Oversee groups of up to 400+ elementary to high school age students
  • Lead games and activities for groups of 15-400+
  • Practice safety protocol on high ropes course elements
  • Maintain cleanliness and organization of all camp facilities

Education

Advanced diploma - Hospitality Management

AIBT
Sydney NSW
08-2023

Cosmetology License -

Aveda Institute
Phoenix, AZ
01-2016

High School Diploma -

Desert Ridge High School
05-2013

Skills

    Operations management

    Team leadership

    Staff training and development

    Attention to detail

    Problem-solving

    Time management

    Adaptability and flexibility

    Working in fast-pace environments

    Working with various cultures

    Proficient in Microsoft Office

    Experience with Opera Cloud, Sihot, Guest Centrix, and MARSHA PMS

Timeline

Assistant Manager

Mantra 2 Bond St
01.2022 - Current

Bookings Manager and MaÎtre’ D’

Checho’s
10.2020 - 07.2022

All Rounder

Sandfire Roadhouse
02.2020 - 06.2020

Housekeeping

Paramount House Hotel
04.2019 - 02.2020

Housekeeping

Gibraltar Hotel
01.2019 - 04.2019

Administration/Allrounder

Aurora Kakadu Resort
06.2018 - 09.2018

Guest Services Agent/Concierge

Marriott Hotels
01.2017 - 05.2018

Salon Coordinator/Front desk

Saskia Salon
01.2016 - 05.2018

Front of House

On The Border Mexican Grill and Cantina
10.2013 - 10.2015

Summer Staff and House Lead

United Christian Youth Camp
05.2013 - 01.2015

Advanced diploma - Hospitality Management

AIBT

Cosmetology License -

Aveda Institute

High School Diploma -

Desert Ridge High School

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