Teigan McDonald
Tweed Coast,NSW
Summary
Adaptable and driven guest relations leader with exceptional program management, planning and problem-resolution skills. Demonstrated success in improving processes and procedures to improve department efficiency and customer satisfaction. Successful at applying hands-on leadership skills and an encouraging management style to drive up both employee and customer satisfaction scores. Focused on increasing team skills and effectiveness, maintaining customer loyalty and deepening relationships with guests to earn repeat business. Experienced professional with exceptional knowledge of venues, tourist attractions, dining and entertainment offerings. Extensive background in hotel management positions for high-end resorts.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Onsite Resort Manager
Tasman Holiday Parks
01.2024 - Current
- Enhanced guest satisfaction by implementing personalized services and addressing individual needs.
- Ensure that all issues are well documented, responded to and filed accordingly
- Oversee day-to-day operations of 120 room resort, 190 residents with staff of 80 employees.
- Managing all facilities including Marine Discovery Centre, Water Park, Day Spa and Restaurant.
- Ensure that all management practices comply with lease documentation, or alike, as well as all relevant industry legislation and codes of practice
- • Provide end of day reports and email these to the Finance Department at the end of each day
- Ensure standard cash handling procedures are implemented in line with company Policy and Procedure
- Championed sustainable practices throughout resort operations to minimize environmental impact and enhance eco-friendly reputation.
- Ensure team under management are providing a high level of customer service and memorable hospitality experiences for our guests
- Review customer feedback and provide strategic direction to continuously improve overall Net Promoter Score
- Responding to and anticipating guest needs with the ability to satisfactorily resolve guest complaints
- Monitor daily bookings and ensure assigned sites are prepared prior to check in
- Oversee check-in and check-out procedures, including reservations and financial transactions
- Coordinate and manage communication between guests and team members and follow up to ensure customer concerns are resolved
- Promote all Resort amenities, conveniences and programs offered
- Recommend local tourist spots, including places to dine, visit and sight-see
- Establish friendly relationships with regular Resort guests
- Played an active role in resolving guest complaints, leading to increased satisfaction scores and positive feedback from guests.
- Contributed to revenue growth by upselling additional amenities or services when appropriate during guest interactions.
- Understand, operate, and troubleshoot all relevant Marine Discovery Centre, Loft and Function room equipment
- Ensure all enquiries are dealt with in a timely manner
- Submit regular reports regarding group bookings
- Ensure accurate group bookings are made in the Property Management System
- In conjunction with Ripples Café Management, co-ordinate all Ripples group functions
- Maintain a high level of organisation and attention to detail, whilst creating itineraries and run sheets which involve multiple departments
- Manage rostering requirements for Marine Discovery Centre bookings
- Maintain appropriately trained staffing levels to facilitate Marine Discovery Centre groups and activities
- Monitor growth of groups and develop a strategic plan in conjunction with Head of Marketing and Experience to maximise visitation and growth
- Trained new team members on best practices in delivering outstanding customer service in a fast-paced environment.
- Enhanced guest satisfaction by attentively addressing their needs and promptly resolving any issues.
- Maintained a high level of product knowledge about the hotel''s amenities services, enabling detailed explanations to guests efficiently guiding them toward those most suited their preferences.
- Managed reservations while maintaining accuracy and ensuring maximum occupancy rates.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Provided each guest with list of resort's upcoming activities and events upon check-in to enhance stays.
Wellness Spa and Program Manager
Eden Health Retreat
03.2022 - 12.2023
- Responsible for the leadership and operational management of the facility ensuring financial sustainability while providing exceptional customer experience
- Proactive approach to customer requests or complaints within business guidelines
- Promote and encourage further spa treatments and add-on sales
- Maintain a harmonious and peaceful environment within the spa
- Drive cost minimisation through effective budget planning, labour and cost of goods management
- Leading a team of therapists with training coaching and ongoing support
- Liaising with internal and external stakeholders to ensure business requirements are met
- Stock management/ordering, team leadership, strategic planning and marketing for spa and boutique operations
- Manage the efficient booking of treatments to maximise revenue and our therapist's time
- Rostering therapists to cover all treatments and the boutique operations
- Leading and developing team members
- Generating leads and implementing effective growth strategies
- Fostering respectful relationships with guests to fully understand their needs while applying a person-centred approach
- Working collaboratively with other team members, community organisations, and allied health providers to ensure the best outcome for guests
- Managing customer feedback and complaints in line with internal policies and undertaking remedy actions to address issues
- Implemented stringent hygiene protocols, ensuring highest industry standards and client confidence.
- Elevated spa ambiance, selecting soothing music and aromatic scents that significantly increased repeat client visits.
Operations Manager
Currumbin LJ Hooker
01.2019 - 03.2022
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Prospecting and lead generation
- Agent and property marketing
- Assisting with open homes
- Database management
- CRM management
- Attend photo shoots
- Lead management
- Managing correspondence with solicitors and contractors
- Assisting the agent with administrative tasks
- Listing presentation preparation
- Respond to agent emails
- Arranging photographers/marketing
- Pre settlement inspections
- Building & Pest Inspections
- Manage buyer enquiry
- Providing exceptional customer service to clients
- Ad copyright
- Compliance
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Maximized holiday rental income while minimizing expenses through effective planning and control.
- Generated leads for sales and rental properties through cold calls and referrals.
- Developed strong relationships with clients through consistent punctuality and professional attitude.
- Promoted positive community relations through participation in local events, fundraisers, and educational programs about responsible pet ownership.
Hotel General Manager
Accor Hotels
08.2016 - 01.2019
- Increased hotel occupancy rates through effective marketing strategies, partnerships with local businesses, and revenue management techniques.
- Managed all facets of 90 room hotel, including revenue management, recruiting & training, customer service and achievement of financial targets
- Responsible for leading and developing teams to ensure the hotel’s profitability and success
- Instrumental in driving changes and improvements in performance and implementing strategies in line with business objectives
- Created astrong relationships with key stakeholders, property owners, guests and regional shared services
- Maintained excellent product and service standards whilst maximising revenue and balancing expenses
- Focus on recruiting and developing a team that is engaged in driving a positive customer sentiment
- Served as a representative of Accor, building and maintaining strong connections within the local community to promote engagement and collaboration
- Developed comprehensive budget plans, closely monitoring expenses and optimizing cost-saving opportunities.
- Managed daily operations for smooth functioning of the hotel, ensuring high-quality standards in all departments.
- Ensured compliance with industry regulations as well as health and safety guidelines within all aspects of hotel operations.
Guest Experience Manager
One and Only Hayman Island
03.2014 - 12.2015
- Trained new team members on company policies and procedures to maintain consistent guest experience standards.
- Ensured seamless check-in/check-out processes by creating clear guidelines and providing staff with comprehensive training.
- Organized special events tailored to guests'' interests, promoting engagement and loyalty within the hotel community.
- Streamlined front desk operations for improved efficiency and reduced wait times.
- Efficiently manage the department according to the established team goals providing a courteous, professional, efficient and flexible service at all times.
- Meet and escort VIP guests directly to their rooms for 'in-room' check in procedures.
- Prepares financial and operational reports as required.
- Liaises with the Rooms and Food and Beverage divisions on daily basis, regarding the operation and quality control.
- Handle guest and internal consumer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved.
- Encourage employees to be creative and innovative, challenging and recognising them for their contribution to the success of the operation
Education
Graduate Diploma of Business Coaching -
AIPC
Sydney2024
Skills
- Guest Relations Management
- Building rapport
- Mediation Techniques
- Conflict resolution skills
- Motivating Teams
- Influencing Others
- Coaching abilities
- Financial reports
- Hospitality Management
- Teamwork and Collaboration
- Customer Service
- Excellent Communication
Certification
- First Aid and CPR
- WWC check
- National Police check
- Open drivers license
Hiking, Nature base Activities, Cooking, Travel
I enjoy natured based activities like hiking, water sports, cooking and traveling Australia and internationally.
Timeline
Onsite Resort Manager
Tasman Holiday Parks
01.2024 - Current
Wellness Spa and Program Manager
Eden Health Retreat
03.2022 - 12.2023
Operations Manager
Currumbin LJ Hooker
01.2019 - 03.2022
Hotel General Manager
Accor Hotels
08.2016 - 01.2019
Guest Experience Manager
One and Only Hayman Island
03.2014 - 12.2015
- First Aid and CPR
- WWC check
- National Police check
- Open drivers license
Graduate Diploma of Business Coaching -
AIPC
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