Samantha Fernando
113 Wellbanks Street, Sydney,NSW
Summary
I am a self-driven professional and I am confident in myself to take on a high volume of responsibilities in supporting high level Executives. My exceptional Project management skills, highly organizational and people skills, to care and build strong pipeline relationships, with partners or key stakeholders, and years of leadership experience in Hospitality and Corporate environment. My proactive approach and ability to multitask make me a valuable asset and I have proven myself to excel in a fast-paced environment. I am excellent at time management, meeting deadlines in my most recent position and have always been a team player. I thrive to apply my technical, analytical and strong communication skills to create value for your team and organization.
Overview
7
7
years of professional experience
Work History
Operations Assistant
Pinnacle Rehab, Allied Health
09.2023 - 03.2024
- Manage all Divisional Managers, General Manger & Operation Manager's calendars and set up meetings, make travel & accommodation arrangements.
- Ensure onboarding and training of new starters are coordinated and completed.
- Prepare important and confidential documents including presentations for meetings.
- Minute taking during meetings with board members.
- Gather and collate information required to provide for the business i.e Case Management and PowerBi.
- Coordinate all training plans, create trainings and record attendance.
- Ensure operational Sharepoint sites are regularly enhanced/ updqated.
Workplace Ambassador
Telstra
Sydney, NSW
01.2023 - 07.2023
- Developed and implemented an ambassador program that increased staff occupancy by 57%.
- Conducted regular workplace safety inspections, identified potential hazards, and recommended corrective actions to ensure compliance with safety regulations
- Maintained relationships with key stakeholders in government organizations as well as non-governmental entities.
- Design and deliver a creative space activation strategy & program, targeted at bringing teams together and tracking operational performance.
- Understand and deliver the key moments, aligning with client’s vision by collecting and managing feedback regarding opportunities to improve.
- Lead the development and implementation of all internal communication strategies in collaboration with client’s leadership with a focus on improving culture and employee engagement.
- Build and maintain Standard Operating Procedures.
- Formulate and champion a regular client/ stakeholder meeting plan, sharing regular event and celebrations content through client’s internal channels with agreed formats by adopting innovative communication strategies.
Workplace Experience Officer
IFM Investors
Sydney, NSW
04.2022 - 12.2022
- Developed a budget that accurately tracked and foretasted expenditures, resulting in a 40% decrease in costs
- Supporting People & Culture with recruitment, onboarding of new starters and supporting induction processes for the office
- Developed and maintained an organized database of VVIP customer information, improving the accuracy of customer records.
- Organized and coordinated high-level diplomatic visits and delegations.
- Coordinated with multiple vendors to negotiate contracts and ensure timely delivery of products and services
- Developed and maintained an inventory tracking system that reduced stock-outs and improved client satisfaction.
- Coordinated office events and meetings, resulting in a successful team-building environment
- Organized and managed complex calendar of appointments, meetings, and travel arrangements for Listed Equities team.
- Facilitated board meeting agendas and distributed support materials in advance for successful sessions.
- Executed special objectives and projects in response to executive team and board member requests.
Office Manager
National Housing Federation
London
03.2021 - 03.2022
- Various document preparation such as contractor documents and Tenancy agreements. Keeping ongoing contracts up to date and tracking office supplies, resources are restocked.
- Contribute to the continuous improvement of the talent acquisition processes and procedures. Assisting Senior Facility Manager with end-to-end recruitment and responsibilities.
- Plan and orchestrate to ensure the senior executives and Internal Tenants priorities are met, organizational goals are achieved, and best practices are upheld.
- Managing, coordinating, and arranging Meetings, conference and event planning for Internal clients.
- Implemented and maintained company protocols to facilitate smooth daily activities.
- Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.
- Inspected equipment, facility grounds, external building structure and systems on regular basis.
- Assessed facility operations and employee activities to enforce and adhere to workplace safety regulations.
- Assisted in developing emergency response plans for disasters or other emergencies.
Guest Relations Manager
Park Plaza Westminster Hotel
London
11.2018 - 02.2021
- Ensuring and providing flawless upscale, professional and high class guest service experience to their satisfaction.
- Analyzing customer feedback and providing strategic direction to continuously improve overall rating.
- Ensuring special guests, disabled guests, elderly, children and VIPs receive personalized service.
- Actively listening and resolving complaints in a timely and accurate manner. Analyzing customer feedback from hotel guest book and online reviews and suggesting ways to improve ratings.
- Liaising with Executive managers including hotel manager, general manager ensuring appropriate actions are taken for customer satisfaction. Logging all guests’ complaints, accidents and foreign body allegations following up with the relevant senior team and the guest.
- Establishing friendly and professional relationships with regular clients, especially ensuring all VIP guests are met along with lobby presence.
- Making sure Front desk, including Receptionist and Concierge offer stellar customer service and a memorable hospitality experience.
- Collaborated with event coordinators to organize meetings and special events.
- Conducted performance evaluations to check associates' performance and compliance with policies.
- Trained and mentored specialists in application of soft skills, guest recovery strategies and performance optimization techniques.
- Created monthly reports on departmental performance, highlighting successes, challenges, and opportunities for improvement.
Front Office Manager
The Grange Langham Hotel
London
03.2017 - 11.2018
- Head of operations upon arrival and departure of increased volume of guests, checking accounts and invoices, ran night audit procedures, delivering cash register.
- Cooperating with The General Manager in order to increase Hotels revenue.
- Cooperating with Restaurant Supervisor, F&B Manager and Head Housekeeper in order to ensure the excellent level of services offered to travel groups, according to the hotel’s policies.
- Initiating and implementing training programmes for receptionists and preparing assessments for trainees before completing the probation period.
- Cooperating with Sales Managers in order to reach the Sales targets.
- Collaborating with the Supplies Manager and the F&B Manager for the proper preparation of the conferences.
- Supervising bookings and room availability procedures in order to maximize sales at the highest rates possible.
- Trained and managed a team of front office staff to ensure the highest standards of customer service
Education
Graduate Diploma in Psychology -
American College of Higher Education
London, United KingdomBA (Hons) Business Management -
Anglia Ruskin University
United KingdomSkills
- Revenue Generation
- Strategic Planning
- Incident Response
- Project Management
- Corporate Communications
- Team Management
- Corporate Events Planning
- Communication Strategy Development
- Policy Development
- Financial Reporting
Additional Information
References available upon request
Accomplishments
- Consistently maintained high customer satisfaction ratings.
- Promoted from Duty Manager Front Office Manager in less than 12-months.
- Led Front Office team in training, recruitment and successfully managed a wider team. Increased revenue throughout up selling and cross selling.
- Received numerous appreciation emails and thoughtful gestures from clients, upper management and stakeholders
- Recognized as Employee of 2020 for outstanding performance and team contributions.
Timeline
Operations Assistant
Pinnacle Rehab, Allied Health
09.2023 - 03.2024
Workplace Ambassador
Telstra
01.2023 - 07.2023
Workplace Experience Officer
IFM Investors
04.2022 - 12.2022
Office Manager
National Housing Federation
03.2021 - 03.2022
Guest Relations Manager
Park Plaza Westminster Hotel
11.2018 - 02.2021
Front Office Manager
The Grange Langham Hotel
03.2017 - 11.2018
Graduate Diploma in Psychology -
American College of Higher Education
BA (Hons) Business Management -
Anglia Ruskin University
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