Rainee Walker
Gold Coast,Australia
Summary
I have worked in the field of Hospitality in different roles over the past 15 years gaining a great deal of experience and successfully meeting not only my own goals and training needs but helping achieve the goals of my Team and in turn my Management. I believe in leading by example, I am highly organised, able to multi-task, great eye for detail and constantly thrive for impeccable standards. I enjoy and excel in communicating and interacting with both guests and my colleagues, being able to pass on my skills to help train and motivate my team is one thing I am very thrilled to do. During my time as a manager, I have been a part of the lead executive team in of the closure of our hotel to run as a Quarantine facility for the Queensland government during Covid working alongside the Queensland police, Queensland health and the Australian Defence force, to then also be a part of the preparation of the re-opening process to be becoming a fully functioning 5star hotel again. During the re-opening process I have been able to successfully use my knowledge and experience to ensure my staff are fully training to meet the guests needs are met at a high standard and the hotel runs smoothly in all its day-to-day operations. I will continue to be an example and pass on to the Team the important things I have learnt over the years. Although I believe one must learn for oneself, a few tips here and there along with solid and persistent training can breed the confidence needed in Customer Service to not only succeed but to excel.
Overview
16
16
years of professional experience
1
1
Certification
Work History
FRONT OFFICE MANAGER
Pullman Brisbane Airport
Brisbane, QLD
06.2024 - Current
- Lead and manage the daily operations of the Front Office, ensuring a seamless guest experience from check-in to check-out.
- Supervise, train and mentor a team of Guest Service Agents, Night Auditors and Duty Managers to deliver consistent 5-star service standards.
- Monitor and manage room allocations, reservations and guest requests to maximise revenue and occupancy while maintaining guest satisfaction.
- Handle VIP arrivals, corporate clients and guest escalations with professionalism, discretion and efficiency.
- Collaborate with Housekeeping, Reservations and Food & Beverage to ensure smooth inter-departmental communication and service delivery.
- Oversee cash handling, billing and financial reconciliations, ensuring compliance with hotel policies and audit standards.
- Implement brand and service standards in line with Accor guidelines, driving guest satisfaction scores and positive online reviews. Consistently achieving 85% NPS.
- Prepare and analyse Front Office performance reports, identifying trends and implementing improvements to drive operational efficiency.
- Support recruitment, rostering and performance management within the Front Office team.
- Act as Operations Manager on weekends making operational decisions and handling emergency or critical incidents when required.
- Achieved a 12% increase in guest satisfaction scores and reduced average check-in time by 18% through staff coaching and process improvements.
FRONT OFFICE ASSISTANT MANAGER
Sofitel Gold Coast Broadbeach
02.2021 - 06.2024
- Assist in the management of the day-to-day operation of Front Office, Telephones, Concierge, Portering and Night Audit functions.
- Ensuring that service standards are maintained in these areas, profitability maximised, and customer's needs met.
- Maximize guest and staff satisfaction through providing a high management profile throughout the hotel, as well as providing support to all departments to ensure they provide excellent service and products.
- Responding to customer complaints and inquiries promptly and professionally.
- Developing strong working relationships with colleagues and customers through effective communication.
- Monitoring security cameras in the lobby area on a regular basis to ensure safety of guests.
- Implementing and providing coaching and training in upsell and loyalty scheme to boost revenue.
- Regular liaison with Maintenance & Housekeeping ensuring requests are completed quickly focusing on guest needs as a priority.
- Effective liaison with the Reservations office to ensure accuracy in room allocation.
- Act as the Chief Warden of the hotel in any emergency situations, Conducting routine audits to ensure all 5 star standards are met.
- Ensure all incidents, inspections and discrepancies are recorded in duty logs.
- Attend to First Aid as required and follow up.
- Liaison with external parties including Police, Fire Brigade, Liquor Licensing, Health Department.
GUEST SERVICE AGENT
Sofitel Gold Coast Broadbeach
07.2019 - 02.2021
- Performed check-in and check-out duties for arriving and departing guests in accordance with established procedures.
- Handled cash, processed credit card payments accurately according to company policy.
- Provided excellent customer service to guests by addressing inquiries and resolving complaints in a timely manner.
- Provided concierge services such as restaurant recommendations, local attractions, ticket purchases.
- Assisted guests with making or canceling reservations through hotel's PMS systems.
- Answered multi-line switchboard phone to respond to customer inquiries.
HOUSEKEEPING SUPERVISOR
Sofitel Gold Coast Broadbeach
08.2012 - 07.2019
- Supervised employees in daily process of cleaning vacant and stay-over guest rooms.
- Trained new employees on duties and responsibilities of department.
- Inspected vacant and cleaned rooms to verify best possible presentation to guests in a 5 star property.
- Scheduled and organized daily cleaning tasks for housekeeping staff.
- Established and implemented operational standards and procedures for housekeeping department.
- Mastered all aspects of the housekeeping department including housekeeping coordinator, uniforms, houseperson, public area and room attendant.
GUEST SERVICE REPRESENTATIVE
Hotel On Devonport
04.2009 - 07.2012
- General Front Desk/Reception duties.
- Conference Assistant- Meeting with conference organiser's going over daily run sheet, providing exceptional customer service by greeting guests, responding to inquiries, and resolving complaints. Providing refreshments and ensuring set up was done correctly.
- Utilized problem solving skills when dealing with difficult situations or dissatisfied customers.
Education
TOURISM AND TRAVEL CERT 3 -
Bay of Plenty Polytechnic
11.2009
Skills
- Confident and fast learner
- High work ethic
- Ability to work calmly and efficiently under pressure
- Good communication skills
- Proficient in OPERA & OPERA Cloud PMS systems
- Rostering and Staff Management
- Leadership skills
Certification
- Responsible Management Licensed Venue Certificate (RMLV)
- CPR & First Aid Certificate
- Chief Fire Warden
References
References available upon request
Timeline
FRONT OFFICE MANAGER
Pullman Brisbane Airport
06.2024 - Current
FRONT OFFICE ASSISTANT MANAGER
Sofitel Gold Coast Broadbeach
02.2021 - 06.2024
GUEST SERVICE AGENT
Sofitel Gold Coast Broadbeach
07.2019 - 02.2021
HOUSEKEEPING SUPERVISOR
Sofitel Gold Coast Broadbeach
08.2012 - 07.2019
GUEST SERVICE REPRESENTATIVE
Hotel On Devonport
04.2009 - 07.2012
TOURISM AND TRAVEL CERT 3 -
Bay of Plenty Polytechnic