Samantha Fernando
113 Wellbanks Street, Sydney
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
6
6
years of professional experience
Work History
Workplace Ambassador
Telstra
Sydney, NSW
01.2023 - 07.2023
- Conducted regular workplace safety inspections, identified potential hazards, and recommended corrective actions to ensure compliance with safety regulations
- Developed and implemented health and safety policies that ensured a safe and secure workplace for staff and customers
- Developed and implemented an ambassador program that increased staff occupancy by 57%.
- 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
- 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.
- 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 customer satisfaction.
- Coordinated office events and meetings, resulting in a successful team-building environment
- Developed a budget that accurately tracked and foretasted expenditures, resulting in a 40% decrease in costs
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.
- Maintain professionalism and strict confidentiality with all materials, and exercise discretion when interfacing with the business.
- Liaising with clients, Tenants & subcontractors ensure operations run smoothly.
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.
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 House 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 Collage 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
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.
Additional Information
References available upon request
Timeline
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 Collage of Higher Education
BA (Hons) Business Management -
Anglia Ruskin University