Stephen Lillywhite
Coombabah,QLD
Summary
I am a well organised, hardworking and compassionate manager with a passion for staff development & guest service. I am looking to channel the extensive skillset developed in this industry along with my own brand of hospitality towards a new challenge and environment.
Overview
10
10
years of professional experience
Work History
Rooms Division Manager
QT Gold Coast
11.2022 - Current
- Oversaw day-to-day operations of a 303 room hotel with 5 Food & Beverage outlets and 15+ Conference and Events spaces.
- Providing a hands-on approach and having responsibility and accountability for the operational & financial targets.
- Responsible for a team of 85+ staff members including 8 Department Heads & Duty Managers across Front Office, Concierge, Reservations, Communications, Laundry, Public Areas and Housekeeping
- Ensuring high levels of customer service is provided in line with QT's unique customer service standards.
- Manage reporting of customer service data using multiple Customer Relationship Management systems. Oversaw an increase from 77 to 86 in overall online review scores in Trustyou (CRM).
- Completing End Of Month reports along with weekly budget and payroll forecasts and outcomes as required by the Financial Controller and General Manager.
- Assisted in preparing and monitoring rosters for all departments in accordance with business demands and budgeting requirements, ensuring all areas are adequately staffed as a percentage and KPI's are met.
- Managed emergency situations and acted as first responder in numerous medical situations.
- Coordinating with Sales & Marketing, as well as the Conference and Events team to execute key events and campaigns. Assisting in facilitating the contracting of large groups and events.
Executive Housekeeper
QT Gold Coast
04.2021 - 11.2022
- Oversaw and rolled out a 300 room full refurbishment as the Executive Housekeeper.
- Manage the housekeeping, uniform, laundry and public areas departments.
- Manage all procurement requirements for the department.
- Act as HR for all managed employees, post recruitment ads, organise interviews and complete contracts for all new hires.
- Efficiently manage rosters across multiple departments in line with budget and operational requirements.
- Delegated tasks for completion, performed inspections and resolved housekeeping complaints promptly
- Created and operated a safe and efficient quarantine program for the housekeepers and public area cleaners
Duty Manager
QT Gold Coast
08.2018 - 04.2021
- Managing the day to day Front Office operations in a fast paced, conference, events and entertainment based property.
- Working together with Front Office Manger to create new and innovative ways to deliver the “QT Experience”.
- Managing and resolving complaints.
Duty Manager
The Point Brisbane
02.2018 - 08.2018
- Ensuring the delivery of a seamless and memorable service in a boutique 5 star environment.
- Managing the day to day Front Office operations.
- Managing and resolving complaints.
- Fire Warden and First Aid representative.
- Reservation creating/updating and third party systems.
Resort Duty Manager
Hamilton Island Enterprises
05.2016 - 05.2017
- On Duty for a large island resort with up to 5000 guests and 1200 staff.
- Responding to all island general maintenance requests in the absence of an overnight maintenance team.
- Maintained professionalism in customer interactions, answered concerns and resolved problems with friendly and knowledgeable approach.
- Maintaining a calm and professional demeanour during emergencies and in volatile situations as the representative of HIE.
- Monitoring security and island operations.
- Emergency First Responder and Fire Warden - often involved in high intensity situations.
Guest Services Manager
Reef View Hotel
07.2015 - 05.2016
- Managed the guest services department, including porters, concierge and mini bar.
- Created and managed effective strategies for optimizing guest experiences and promoting loyalty.
- Ordered and restocked supplies in line with budget limits and department needs.
- Managed roster in line with budget and operational requirements.
- Demonstrated excellent communication skills in resolving guest requests and complaints.
Concierge
Reef View Hotel, Hamilton Island Enterprises
01.2015 - 07.2015
Porter
Reef View Hotel, Hamilton Island Enterprises
06.2014 - 01.2015
Education
Diploma - Diploma of Leadership & Management
Robert Oatley College
Hamilton Island11.2016
Skills
- Purchasing/Procurement
- Recruitment and Contracting
- Property Management Systems
- Guest Relations and Customer Service
- Emergency Response Training
- Budget Planning & Execution
- Empathetic & Genuine Leadership Style
References
References available on request
Timeline
Rooms Division Manager
QT Gold Coast
11.2022 - Current
Executive Housekeeper
QT Gold Coast
04.2021 - 11.2022
Duty Manager
QT Gold Coast
08.2018 - 04.2021
Duty Manager
The Point Brisbane
02.2018 - 08.2018
Resort Duty Manager
Hamilton Island Enterprises
05.2016 - 05.2017
Guest Services Manager
Reef View Hotel
07.2015 - 05.2016
Concierge
Reef View Hotel, Hamilton Island Enterprises
01.2015 - 07.2015
Porter
Reef View Hotel, Hamilton Island Enterprises
06.2014 - 01.2015
Diploma - Diploma of Leadership & Management
Robert Oatley College
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