Shae Marshall
Hervey Bay,QLD
Summary
Accomplished Front Office Supervisor at Discovery Parks, adept in staff training and development, and exceptional customer support. Leveraged multitasking proficiency and guest relations management to enhance service quality, significantly exceeding revenue goals. Fostered a positive work environment, leading to improved customer satisfaction and staff performance.
Experienced with front office management, ensuring smooth and efficient operations. Utilizes leadership and organizational skills to maintain high level of service.
Overview
16
16
years of professional experience
Work History
Front Office Supervisor
Discovery Parks
08.2023 - Current
- Trained new front office staff, ensuring thorough understanding of Park policies and procedures.
- RMS and Newbook training
- Currently in Weekly AM Development training -with Corey Egan and Tracey Forrest
- On-Call - urgent issues outside of regular working hours, demonstrating my ability to quickly assess situations, make informed decisions, and effectively troubleshoot problems while on call.
- Developed strong relationships with repeat guests through personalized service and attention to detail in meeting their needs.
- Conducted regular performance evaluations for front office staff to foster professional growth and development opportunities.
- Promoted positive work environment by fostering teamwork among front office staff members.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing guests concerns promptly.
- Achieved high-quality service by maintaining open communication channels among team members.
- Collaborated with housekeeping and maintenance teams to ensure room availability and quality standards were met.
- Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
- Coordinated with other departments to resolve any guest issues promptly, ensuring a seamless guest experience from arrival to departure.
- Consistently exceeded revenue goals by upselling Park amenities, services, and room upgrades.
- Excellent communication skills, both verbal and written.
Assistant Manager
Bakers Delight
03.2009 - 07.2023
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Increased sales through effective merchandising strategies and targeted promotions.
Education
High School Diploma -
Melville Senior High School
Perth, WA12-2011
Skills
- Issue handling
- Multitasking proficiency
- Front desk operations
- Reservations assistance
- Staff training and development
- Complaint handling
- Staff supervision
- Guest relations management
- Guest check-in and check-out
- Room assignment
- Exceptional customer support
- Customer service
- Effective multitasking
- Administrative tasks
- Problem-solving
- Teamwork
Timeline
Front Office Supervisor
Discovery Parks
08.2023 - Current
Assistant Manager
Bakers Delight
03.2009 - 07.2023
High School Diploma -
Melville Senior High School
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