SAMUEL DICK

Transferred to Lancemore Mansion Hotel with the direction to cultivate growth through Talent, Customer Experience & Financial performance. Moving the needle within weeks to show a new promising business direction.

• Increased overall business efficiency by streamlining operations and implementing innovative managerial strategies.
• Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
• Managed a diverse team of professionals, fostering an positive work environment and high employee satisfaction.
• Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
• Championed continuous improvement initiatives that enhanced operational performance across all departments.
• Implemented robust inventory management systems to optimize stock levels and minimize waste/costs associated with excess product storage.
• Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
• Drove the successful execution of numerous large-scale events/promotions while closely managing costs/budgetary constraints associated with event planning/management activities.
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Premium Property that specializes in luxury boutique service, covering all hotel offerings for a range of clientele. Unique Accommodation, Food & Beverage & Custom experiences created.

• Developed and implemented sales & marketing strategies to promote hotel services.
• Developed and implemented strategies to optimize operational efficiency and maximize profits.
• Analyzed and evaluated business data to identify opportunities for improvement.
• Coordinated with cross-functional teams to resolve project issues and mitigate risks.
• Planned, designed, and scheduled phases for large projects.
• Provided detailed project status updates to stakeholders and executive management.
• Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
• Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
• Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
• Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
• Forecasted, Budgeted, & delivered New Financial year plans to drive business.
• Lead Both onsite & clustered teams to drive operational or commercial delivery.

• Reporting directly to the CEO, Leading all aspects of the business.
• A Large Multifaceted business with 260 keys, premium Food & Beverage offerings of 4 outlets, & 5 C&E spaces. With exceptional boutique customer offerings & experiences.
• Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
• Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
• Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
• Implemented operational strategies and effectively built customer and employee loyalty.
• Developed and maintained relationships with customers and suppliers through account development.
• Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
• Formulated policies and procedures to streamline operations.
• Provided strategic oversight of marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives.
• Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.

• A venue that presents a fine dinning 190 seat full service Greek restaurant, 220 seat modern Australian restaurant, full service cafe, cocktail bar & pizzeria, large entertainment precinct with added beer garden, Sports Bar, TAB facility, Beach Bar, prestigious gaming room, 3 large conference rooms with a premium wedding & events space, Cane lounge & function room, bottle-shop, 10 fully self contained accommodation offerings, 5 staff houses and 2 courtesy buses
• Full Business Control to Deliver Owners expectations, monthly reporting, Capex Planning & renovation deliver.
• Redesign entertainment offering to better reach our target audience, improve ambiance and drive revenue.
• Generated & rolled new business development roles to improve performance.
• Led cross-functional teams to develop new products and services according to customer needs.
• Utilized data analytics tools to evaluate marketing campaigns effectiveness and ROI.
• Identified areas of improvement within existing systems and developed action plans for implementation.
• Established performance metrics and tracked progress against organizational goals.
• Reporting directly to the Group General Manager, managing all aspects of the business.
• A premium property that placed the Port Stephens destination on the map, with a multitude of offerings & services like non other.
• .Delivering 2000+ pax live entertainment acts to prestigious one of a kind events, leading 200+ team members, guiding & developing all departments of the business to succeed as one team.

• A high volume premium offering in one of the most beautiful locations in Sydney, a hot spot traveled to by residents or travellers with a unique customer experience unmatched by any.
• Created succession plans to increase team pipeline of talent and development for the business, this being fostered largely by individual mentoring and coaching, goal was creating future leaders whilst increasing team member retention.
• Driving & lifting expectations, doing so through team member buy in that lifted performance in all business KPI's when compared YOY.
• Creating, implementing and managing property budgets to improve YOY results, prioritizing financial areas of concern, actioning the required steps per department with the shared vision for all team members to deliver on the goals developed.
• Delivering & preparing business PNL results to company directors.
• Working with company directors on construction & renovation contracts to lead and execute 4 renovations across the property within my tenure
• Developed, implemented, tracked & optimized marketing campaigns through email, website, social media and advertising channels
• Creating strategy to drive revenue and build channels of awareness for a regional venue
• Analyzing & reporting on campaign results to better identify customer behaviour
• Rolling out and releasing accommodation offering within the region to return strong yield results, high end customer experiences and unique offerings to each property.
• Build & implement a sales & events team to grow a new revenue channels, delivering 50% in increased revenue due to an overhaul in strategy and operation
• Driving venue compliance in all areas from reducing risk in team member OH&S issues to building and improving police relations with organized and structured security management
• Building & Driving innovation within the business operation, using new technology to improve customer satisfaction while reducing venue costs.
• Developing and delivering seamless operations in all property revenue steams with a key focus to develop & grow all food and beverage offerings.
• 40 Boutique keys with unmatched Food & Beverage Offerings
• Driving new and old strategies whilst innovating food and beverage menus
• Building and structuring a new management team
• Driving new sales & events strategies
• Leading Project strategy and executing into venue (ME&U, Major events, new packages Etc)

• A desired Career move into a corporate city but more importantly into a successful hotel network, operating as a Hotel Assistant Manager with the responsibility of over-looking all areas of the hotel in the presence of the General Manager
• Monitoring the daily operations of each department from food & beverage, conferencing, maintenance, housekeeping and front line Guest Services
• Constantly watching live hotel inventory and rates to ensure profits are maximised and costs are reduced where compatible
• Constantly being visual within the operation ensures the day-to-day and future operation is being planned for and executed to the best of my ability
• Attending all Hotel meetings in the General Managers absence
• Main objectives of the position included:
• Keeping within a hotel budget for all departments on the day-to-day operation
• Reducing or increasing where needed off forecasted demand
• Reading and implementing guest orientated procedures to increase satisfaction across the board of the hotel
• Re-valuating and reaching KPI results on a day to month basis
• From financial to guest satisfaction scores
• Developing Team members to reach goals and know the importance of their position within the operation
• I received direction to develop, lead and transition the Mantra Group core values and management style to the hotel group's new addition
• Using my knowledge, problem solving, initiative and drive to reach the goal set for my department and hotel
• Attending all daily meetings within the hotel as the Front office representative, whilst conducting monthly reviews of my progression within the department
• Keeping within a tight budget for payroll and Front office costs
• Monitoring effective business rosters to the weekly occupancy/figures
• Reach the guests satisfaction scores combining all third party and direct hotel reviews
• Review and action from any negative department reviews

• Mantra on View, Mantra Group, Gold Coast, I was transferred to Mantra on View hotel (from Peppers Broadbeach within the hotel group) with the facilities of 411 rooms, 6 separate conference areas including 24 hour Food and beverage services.
• Marketing strategy development & brand takeovers
• Driving Accommodation Revpar results.
• Completing the weekly financial reports whilst balancing the week's finances, detailing into every dollar of the business.
• Performed cost analysis on various projects to determine areas for improvement or savings potential.
• Monitored customer feedback and implemented changes as needed to enhance service quality.
• Evaluated existing systems and technologies regularly to make sure they are up-to-date with current best practices.
• Coached employees through day-to-day work and complex problems.
• Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
• Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
• Prepared reports to assist business leaders with key decision making and strategic operational planning.
• Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.

• I was brought into Peppers Broadbeach with the strategic responsibility to oversee and recover the 5 star Front office operation, I was to amend the current procedures electively to produce a positive outcome for the department moving forward.
• Increased customer service ratings through personable service.
• Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
• Hired and trained new employees, demonstrating best methods for serving clients and guests.
• Monitored and evaluated performance of personnel to confirm compliance with standards.
• Prepared monthly resort audits for review.
• Analyzed and evaluated business data to identify opportunities for improvement.
• Developed and implemented strategies to optimize operational efficiency and maximize profits.
• Solicited and reviewed guest feedback and promptly resolved complaints.
• Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.

• I was first employed to assist in the opening operations of the 4.5-5 star hotel Capri By Fraser Brisbane, to produce and implement the Fraser Hospitalities policies and procedures to all front office as well as manage the exclusive clubroom & its staff members.
• Setting and reach KPI results.
• Developing team members to reach their own goals.
• Heavily working with my Banquets and Restaurant Manager to upsell and increase our daily figures, overseeing important events and conferences to ensure the standards of our returning clients are being exceeded.
• Still remaining close within the daily operation to lead and work with my team to provide positivity and balance, making small but effective changes that will achieve results and minimise any previous problems.
• Conducting weekly meetings within my team to receive feedback or ideas to confirm we are moving in the right direction.
• I was to implement then demonstrate with hands-on leadership the opening procedures for the newly opened hotel.
• I was to amend and overcome obstacles that occurred with proficient results to assist the hotel perform
• I assisted to ensure the pre- opening, Grand opening and Restaurant opening operated smoothly to the General Managers desire.
• Focusing on the exceptional service Fraser Hospitality expected to provide to all incoming guests
• Assisting a large team to learn all hotel operations, effectively communicating with the finance and night audit teams ensuring the daily practices were being completed correctly to the benefit of the hotel.

• Closely working with my Front office and Rooms division Manager to exceed guest expectations as a major focus, a process that included hiring additional staff due to a rapid increase in occupancy
• A high daily turnover was maintained producing high-pressure situations that were dealt with calmly and effectively to the benefit of the business and guests
• Due to our fantastic reviews from external websites this show cased the hotel to one of the most recommended hotels in Brisbane within the first three months of operation
• Being deeply involved in all event/banquets and signature restaurant operations, learning and developing my Food and Beverage knowledge
• Conducted regular staff meetings to provide updates on company initiatives and goals
• Resolved customer complaints in a professional manner, leading to improved customer retention rates
• Utilized problem-solving techniques when resolving conflicts among team members
• Managed cash flow accurately to minimize losses due to theft or mismanagement
• Maintained accurate records of daily transactions and employee performance reviews
• Developed strategies to enhance customer service, resulting in increased customer satisfaction ratings
• Ensured compliance with all health, safety, and security regulations within the workplace