Therese Nicole Gubat
Randwick
Summary
Experienced customer service professional with over 10 years in the hospitality industry. Proficient in resolving customer inquiries, building strong relationships, and consistently delivering high levels of customer satisfaction. Demonstrated expertise in de-escalating challenging situations and providing exceptional service. Seeking a challenging role to leverage skills and contribute to organizational success.
Overview
11
11
years of professional experience
Work History
Events Operation Manager
Novotel International Sydney Airport
06.2022 - Current
- Types of Events experienced and managed in cooperate conferences, trade shows, weddings, SES meetings, GYMs conferences ( Snap Fitness, Fitness First) NDIS events, American Express conferences, Shoreshire conferences and Department of Health and Educations NSW.
- Developed detailed event plans, ensuring all aspects of the event were executed smoothly and on time.
- Coordinated cross-functional teams to ensure successful implementation of event strategies.
- Delivered exceptional customer service to attendees, addressing concerns promptly and professionally.
- Managed budgets effectively, optimizing allocation of resources to maximize event impact.
- Ensured smooth event transition with thorough pre-event walkthroughs and detailed day-of coordination efforts.
- Created memorable experiences for guests through immersive entertainment options at various events.
- Hired and cross-trained staff members for various event-specific functions and assessed employees' understanding of associated processes and procedures.
- Implemented innovative solutions to enhance guest experiences at events, receiving positive reviews and repeat business.
- Maintained detailed records of all events, including timelines, expenses, resources used, and participant feedback – this information was invaluable for refining processes and improving overall outcomes.
- Interacted well with customers to build connections and nurture relationships
- Selected and ordered refreshments, decor and event materials..
Guest Service Attendant
Novotel International Airport Sydney
01.2024 - 07.2024
- Welcome and greeted Guests, Airline crews, and Accor VIP members within check-ins and check outs.
- Create welcome keys for Airline crews, guests and VIP Accor members with there wake up calls attached.
- Allocate airline crews, guests and VIPs designated rooms before check-ins.
- Utilized a program to upsell and track your performance daily using Nor1 system (Check-in Merchandiser) which upsell rooms, food and beverage breakfast package, welcome package amenities guest check-in based on real-time inventory to revenue growth.
- Demonstrated proactive problem-solving skills when resolving unexpected challenges or complaints from guests.
- Served as a knowledgeable resource for visitors, airline crew members and guests in-house seeking information about local points of interest.
- Supported reservation operations by efficiently handling phone calls, emails, and walk-in guests.
- Handled guest enquiries professionally and provided accurate information on hotel amenities, local attractions, and dining options.
- Collaborated with housekeeping staff to resolve room issues swiftly, ensuring minimal disruption for guests.
- Managed reservations system through Opera effectively, reducing overbooking incidents and maximizing room occupancy rates.
- Processed payments accurately while adhering to the hotel''s financial policies and procedures.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Assisted with luggage handling.
- Handled customer complaints to satisfy and retain guests.
- Responded to guest inquiries to maximize guest satisfaction.
- Facilitated and coordinated transportation services for guests.
- Scheduled and confirmed restaurant reservations for guests.
- Maintained accurate and up-to-date records of guest information.
Food and Beverage Operations Manager
Rydges Sydney Airport
03.2021 - 05.2022
- Streamlined operations for increased efficiency by optimizing staff schedules and task assignments.
- Increased revenue through effective upselling techniques and promotional strategies.
- Leveraged social media platforms along with traditional marketing methods to increase brand visibility among target customers.
- Oversaw front of house and back of house personnel to maintain adequate staffing and minimize overtime.
- Trained, supervised and motivated 15 employees to enhance customer service and encourage repeat business.
- Developed training programs for staff to ensure consistent service quality and product knowledge.
- Fostered strong relationships with vendors, ensuring timely deliveries of products needed for daily operations.
- Audited food and beverage inventory and cost control systems and processes to keep tabs on usage and prevent shrink.
- Negotiated with vendors and suppliers to reduce costs and achieve profitability.
- Managed budgets, forecasting sales, controlling costs, and achieving profitability targets.
- Negotiated vendor contracts to secure the best prices on quality ingredients while minimizing supply chain disruptions.
- Coordinated special events such as private parties or corporate gatherings to enhance overall revenue generation opportunities within the establishment.
- Coordinated employee schedules, payroll and new hire training.
- Integrated personnel to maximize efficiency and maintain low employee turnover rate.
- Maintained compliance with local health department regulations through regular inspections and staff training sessions.
- Resolved guest issues promptly and professionally, turning negative experiences into positive ones whenever possible.
- Improved customer satisfaction by implementing new food and beverage service standards.
- Created detailed reports on weekly, monthly and annual expenses and revenues, using Opera and Shiji.
- Responded to customer complaints, addressing concerns, and distress with amicable interactions.
- Implemented safety protocols for proper food handling, storage, and sanitation procedures to maintain a safe working environment.
- Maintained highest standards for beverage quality and service.
- Oversaw selection, ordering and inventory controls of wine, beer and alcohol program.
- Developed ongoing training initiative to improve beverage knowledge of serving employees.
- Reduced food waste with better inventory management and menu planning.
F&B Supervisor
Rydges Hotel
04.2018 - 03.2021
- Enhanced team productivity by providing ongoing training, coaching, and performance evaluations for F&B staff members.
- Improved customer satisfaction by ensuring prompt and accurate service in a fast-paced environment.
- Collaborated with kitchen staff to ensure timely delivery of orders while maintaining consistent quality standards.
- Facilitated smooth operations during busy periods by stepping in where needed, demonstrating strong teamwork skills.
- Contributed to a positive work environment by consistently demonstrating professionalism, respect, and genuine care for staff and guests alike.
- Maintained high-quality food and beverage offerings, closely monitoring preparation and presentation standards.
- Boosted revenue through effective upselling techniques and promotion of special menu items or events.
- Assisted in menu development, incorporating guest feedback to design appealing options that catered to diverse dietary preferences.
- Maintained highest standards for beverage quality and service.
- Responded to customer complaints, addressing concerns, and distress with amicable interactions.
- Resolved customer complaints involving food or beverage quality and service.
Bar Manager
3 WISE MONKEYS PUB
04.2014 - 06.2018
- Working under the general guidance of the Venue Licensee, assisting in the smooth running of our bars area to deliver high standards of services and customer satisfaction
- Providing a visible presence to ensure that all customers requests and queries are responded to promptly and effectively
- Recruiting, training and motivating staff
- High standards of personal presentation and customer services
- Working under pressure
- Ensuring all cash, charge, floats and till procedures are carried out in accordance
- Established new marketing techniques increasing overall revenue
- First Aid
- Experience of serving large numbers of customers at events and function
- Ability to work late night shifts and weekend
- Doing regular stock-takes and ordering as necessary
- Handling deliveries orders
- Great team leader
- Maintaining the condition of beer and wine
- Overseeing or liaising with the kitchen
- Keeping up to date with licensing legislation, liaising with the authorities and taking overall legal responsibility for the premises
- Enforcing health and safety rules
- Good knowledge of beers, wine spirits
- Adhering to budgets, increasing profits and managing cash flow
- Dealing with difficult customers
- Ability to work well within a busy, often fast paced environment
Education
First Aid Course - CPR - Senior
Australian Training Institute
Parramatta, Sydney01.2018
Diploma Advance of Business Management -
TAFE Ultimo
Ultimo, NSW06-2017
Diploma of Beauty Therapy -
Australian National College of Beauty
Pyrmont, NSW02.2015
Skills
- Computer skills - Opera, Pos, Nor1 (check-in Merchandiser), MS Word, Excel, Power Point
- Language skills - Filipino Tagalog (Native), English (Fluent)
- Brand awareness
- Management skills
- Responsible Service of Alcohol (RSA) Certificate 2025
- Maintains Composure in High-Pressure Situations
Awards
Recognition of Best Customer Services, Commonwealth Bank Australia
Personal Information
Highly motivated and detail-oriented. Proven ability to increase brand awareness, drive sales, and manage budgets effectively. Seeking a challenging role where I can leverage my expertise to contribute to a company's growth.
Timeline
Guest Service Attendant
Novotel International Airport Sydney
01.2024 - 07.2024
Events Operation Manager
Novotel International Sydney Airport
06.2022 - Current
Food and Beverage Operations Manager
Rydges Sydney Airport
03.2021 - 05.2022
F&B Supervisor
Rydges Hotel
04.2018 - 03.2021
Bar Manager
3 WISE MONKEYS PUB
04.2014 - 06.2018
Diploma of Beauty Therapy -
Australian National College of Beauty
First Aid Course - CPR - Senior
Australian Training Institute
Diploma Advance of Business Management -
TAFE Ultimo
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