SIAN LEE SMITHSON
Merrylands,NSW
Summary
Proven leader and effective communicator, I significantly reduced guest complaints at Billabong Hotel ALH GROUP by implementing strict policies and enhancing guest relations. Expert in staff training and safety compliance, I led teams to excel in service quality, achieving notable improvements in customer satisfaction and operational efficiency.
Experienced with hotel operations and guest services management, delivering premium guest experiences and efficient processes. Utilizes strong leadership and team-building abilities to maintain top-tier service standards. Track record of resolving issues promptly and ensuring guest satisfaction.
Energetic Hotel Manager enthusiastic about delivering superior service to every guest. Successful at cutting costs without impacting quality of service and guest satisfaction.
Polished hotel manager offering excellent communication skills. Dynamic and personable and well-versed in coordinating with various resort departments. Successful experience as manager for high-end hotel.
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Hotel Duty Manager
Billabong Hotel ALH GROUP
08.2018 - 10.2024
- Reduced guest complaints by ensuring strict adherence to hotel policies and procedures.
- Handled emergency situations calmly and professionally, prioritizing guest safety at all times.
- Maintained high standards of cleanliness throughout the property, conducting regular inspections to ensure compliance with health and safety regulations.
- Guaranteed timely check-ins and check-outs by implementing efficient front desk processes and procedures.
- Ensured proper cash handling procedures were followed by front desk personnel, reducing discrepancies in end-of-day reports significantly over time.
- Addressed employee concerns proactively through open communication channels, fostering a positive work environment within the hotel team.
- Managed guest feedback effectively, promptly addressing any negative comments and highlighting positive reviews to motivate staff and maintain a high level of customer satisfaction.
- Implemented inventory control systems for hotel supplies, minimizing waste while maintaining adequate stock levels.
- Served as a liaison between various departments within the hotel, ensuring smooth operational flow across all areas of responsibility.
- Assisted in budget management by monitoring expenses and identifying cost-saving opportunities.
- Coordinated staff schedules efficiently to maintain appropriate staffing levels during peak periods while avoiding overtime costs.
- Developed and implemented marketing strategies to promote hotel services.
- Increased customer service ratings through personable service.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
Education
Teaching BED - Bacholars Teaching
Auckland University
Teachers Training College Epsom10-2008
Skills
- Staff training and development
- Health and safety compliance
- Property maintenance
- Complaint handling
- Security management
- Guest relations management
- Guest services management
- Cash handling
- Guest experiences
- Safety procedures
- Training and mentoring
- Guest complaint resolution
- Outstanding communication skills
- Staff training
- Interpersonal communications
- Staff supervision
- Quality assurance
- Employee scheduling
- Staff scheduling
- Employee development
- Strategic planning and analysis
- Marketing
- Marketing expertise
- Employee performance reviews
- Revenue generation
- Regulatory compliance
- Promotions
- VIP services
- Disciplinary action and termination
- Reporting
- Sales
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
Certification
. First AID
. Compliance
. Work safety
. Fire evacuation
Languages
Tonga
Full Professional
Niuean
Full Professional
English
Full Professional
Timeline
Hotel Duty Manager
Billabong Hotel ALH GROUP
08.2018 - 10.2024
. First AID
. Compliance
. Work safety
. Fire evacuation
Teaching BED - Bacholars Teaching
Auckland University
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