Scott Nickerson
Stanhope Gardens,NSW
Summary
I am an experienced Manager/Supervisor particularly in the Hospitality Industry with excellent skills in customer service, office management and administrative support. I have the ability to remain professional and tactful in all situations and particularly highly effective in defusing volatile situations. I am customer-driven, empathetic with a sensitive and compassionate approach to cultivating trust.
Overview
25
25
years of professional experience
Work History
Disability Support Worker
Includa Pty Ltd
10.2019 - Current
- Developed strong interpersonal relationships with clients, earning their trust and respect through consistent empathy and understanding.
- Enhanced quality of life for clients with physical and intellectual disabilities through compassionate care and assistance.
- Managed caseload to satisfy multiple patients with diverse needs.
- Worked with medical teams, patients and families to implement effective treatment plans.
- Maintained detailed records of patient progress, documentation of services and case notes.
- Provided crisis intervention services as needed, utilizing de-escalation techniques and leveraging available resources for support.
- Worked with children and parents to closely monitor and record social, behavioural and academic growth.
- Coordinated transportation arrangements for clients to attend medical appointments or partake in social activities safely.
- Provided assistance in daily living activities by dressing, grooming, bathing, and toileting patients.
Full Time Carer Parent With High Dependency Medical
Self
01.2015 - 08.2019
- Assisted parent with daily living activities, promoting independence and dignity.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Used adaptive equipment like lifts walkers wheelchairs safely efficiently improving accessibility mobility independence.
- Collaborated with healthcare professionals to develop comprehensive care strategies for optimal patient outcome.
- Provided end-of-life care with compassion and dignity allowing clients to pass away peacefully in their preferred setting.
Front Office Manager
Meriton Serviced Apartments, Herschel Street, Brisbane
09.2011 - 01.2015
- Department Head Role assisting the State Operations Manager and Hotel Manager in all aspects of the Hotel’s daily operations.
- Emergency Response Team Leader and also undertaking Hotel inspections implement quality improvements and address safety and security hazards.
- Co-ordinate Front Office Operations and ensure adherence to all Standards and Procedures and overseeing both housekeeping and maintenance departments to ensure smooth operation of the Hotel.
- Established a proactive approach to handling guest feedback, resulting in improved online ratings on various travel websites.
- Participated in budget planning, controlling expenses within allocated limits while maintaining quality service levels.
- Handled escalated customer complaints efficiently, demonstrating empathy towards their concerns while resolving issues quickly.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
International Flight Attendant
Air New Zealand
11.1999 - 08.2011
- Professional presentation on and off the aircraft to ensure an impeccable image for Air New Zealand.
- Resolved passenger conflicts and medical emergencies during flights.
- Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Collaborated with fellow crew members to create a welcoming atmosphere for passengers while upholding high standards of professionalism.
- Assisted passengers with diverse linguistic backgrounds by utilizing multilingual skills for clear communication and understanding.
- Handled emergency situations calmly and effectively, ensuring the safety of all onboard.
- Served beverages and food items from refreshment carts and provided information about in-flight offerings to passengers.
- Supported new crew members by sharing knowledge of international flight procedures, contributing to their successful integration into the team roles.
Education
Service NSW
First Aid Certification -
Just Careers
08.2022
Responsible Service of Alcohol -
Tafe
08.2020
Working With Children Check -
Service NSW
09.2019
Certificate III in Hospitality -
Wise Education Group
09.2014
High School Diploma -
Wallsend High School
11.1991
Skills
NSW LR Drivers Licence
Timeline
Disability Support Worker
Includa Pty Ltd
10.2019 - Current
Full Time Carer Parent With High Dependency Medical
Self
01.2015 - 08.2019
Front Office Manager
Meriton Serviced Apartments, Herschel Street, Brisbane
09.2011 - 01.2015
International Flight Attendant
Air New Zealand
11.1999 - 08.2011
Service NSW
First Aid Certification -
Just Careers
Responsible Service of Alcohol -
Tafe
Working With Children Check -
Service NSW
Certificate III in Hospitality -
Wise Education Group
High School Diploma -
Wallsend High School