Thomas Annand
Brisbane CBD
Summary
As a leader within the hotel industry, I am personable with proven time management, leadership and collaboration skills developed in my current position. Strong interpersonal skills, teamwork and communication skills all enhanced by multiple management positions to develop confidence and communication abilities.
Overview
7
7
years of professional experience
Work History
Senior Assistant Operations Manager – C&E
Sofitel Brisbane Central
03.2025 - Current
- Collaborates with department supervisors and team leaders to ensure the smooth execution of a wide variety of events, including corporate functions, gala dinners, expos, and conferences.
- Oversees operational logistics, including venue setup, audio-visual coordination, and guest flow management, to deliver high-quality event experiences.
- Coordinates staffing schedules and supervises frontline teams to maintain service standards and operational efficiency.
- Participates in pre-event planning meetings and post-event debriefs to identify areas for improvement and implement best practices.
- Supports training and development of event staff, fostering a culture of professionalism, teamwork, and continuous improvement.
- Ensures compliance with health, safety, and quality standards across all aspects of event delivery.
- Acts as a key point of contact during events, resolving issues promptly and maintaining strong client relationships.
- Led cross-departmental teams to enhance operational efficiency and service delivery.
Luxury & Guest Experience Manager
Accor’s Sofitel Brisbane Central
12.2022 - Current
- As the driver of loyalty and brand essentials, the Luxury & Guest Experience Manager manages the Communications Centre and Club Millésime to ensure brand and loyalty are washed through all customer communications and guest experience.
- This position works collaboratively with all departments to support and manage the loyalty and service experience for our guests across all areas of the hotel, from pre-arrival call to post-stay and all activities in-between.
- The Luxury & Guest Experience Manager is focused on VIP guests and is a champion for Cousu Main activities throughout the hotel, ensuring VIPs are recognised by educating the wider hotel team and ensuring all relevant information is shared.
- This position is responsible for the execution of all VIP stays from, entertainment groups, corporate executives, heads of state and international delegations.
- Reporting to the Director of Rooms & Luxury Experience.
Front Office Manager
Accor’s The Sebel Brisbane
02.2022 - 12.2022
- Lead by example when attending to guest requests. Be proactive and resourceful.
- Implemented RPS action plan seeing a 10% increase in positive sentiment towards service.
- Provide guidance, support training and leadership to all employees.
- Monitor training and offer guidance to employees whilst on shift.
- Provide financial reporting accurately to reflect operations as required.
- Maintain and prepare departmental forecasting and costing of staffing levels and rosters.
- Maximise revenue for entire rooms division and provide accurate budget forecasting and reports.
- React and respond to any emergencies providing leadership and decisions to always ensure whole of hotel safety and security.
- Consistently and effectively communicate and engage with other department heads and relevant stakeholders within community and business.
- Actively participate in corporate responsibility requirements and develop plans to coincide.
- Provided leadership to Food & Beverage departments during absence of direct leader.
Duty Manager
Oakwood Hotel & Apartments Brisbane
08.2021 - 01.2022
- Company Overview: Oakwood Hotel & Apartments Brisbane is ideally located between the Brisbane CBD and Fortitude Valley offering studio, 1- & 2-bedroom apartments. The latest addition to the Oscars Hotel Group which is preparing for a $20 Million renovation.
- Ensure the organization's policies, procedures and guidelines are adhered to.
- Proven experience providing exceptional customer service and the ability to resolve guests' queries and complaints.
- Maintain active liaison with Housekeeping, Guest Relations, Food and Beverage and Concierge to ensure exceptional guest service.
- Experience in front office duties, including cashiering/ balancing, checking guests in/out, entering reservations, and converting inquiries.
- Managing hotel stock and inventory.
- Manage any emergencies, leading the staff, responding, and conducting detailed Incident reports.
- Assist in all operational requirements as required by hotel manager.
- Fixed Contract
Duty Manager
TFE Hotels The Calile Hotel
06.2021 - 08.2021
- Company Overview: The newest addition to the TFE Hotels Collection portfolio, The Calile Hotel celebrates contrasts. A subtropical resort on a city streetscape, the hotel combines architectural amenities with climate-centric spaces, fusing warm weather with warmer hospitality.
- Actively contribute to the attainment of hotel objectives and targets as outlined by your manager.
- Responsible for the leadership of the day and overnight operations of the hotel and supervision of all front office team members.
- Lead by example by displaying a hands-on style, which encourages team involvement, initiative, and a focus on continuous improvement.
- Coordinate and allocate duties for each shift and be responsible for the of the daily check-in/check-out process; ensuring guest names are used and correct cashiering procedures are followed.
- Ensure all calls are answered cheerfully and promptly and ensure their accurate distribution to all hotel guests, visitors, and team members.
- Prepare and conduct daily briefings so all team members are aware of hotel activities including VIPs in house, group movement, promotional activity, guest feedback, product knowledge.
- COVID Redundancy
Assistant Manager
Stamford Hotels & Resorts
06.2020 - 06.2021
- Company Overview: Stamford Hotels and Resorts, a part of the Stamford Group, manages the Group’s portfolio of luxury premium hotels located in Australia and New Zealand.
- Provide welcoming, professional, and courteous service to all guests from arrival to departure
- Handle guest requests, inquiries, and complaints appropriately and with professionalism
- Maintain guest accounting & proficiency
- Ensure the Front Office maintains a professional manner and are up to date with VIP guest movements, hotel events, local attractions, and activities
- Assisting in the coordination of hotel activities, training and developing of team members
- Represent the FOM & GM in their absence
- Maintain punctuality, efficiency, and courteousness at all time
- COVID19 Medi-Hotel
Guest Services Team Member
Hilton Hotels & Resorts
07.2018 - 04.2020
- Company Overview: Hilton Hotels & Resorts one of the world’s largest hospitality companies, sharing the light and warmth for over 100 years.
- Working in the Food & Beverage, Front Office, Switchboard, Executive Lounge and Concierge departments
- Maintain good relationships with VIPs, loyalty guests, leisure and corporate guests, hotel suppliers, external service providers and other hotels departments.
Education
Bachelor’s degree - Business in Hotel Management
The Hotel School | Southern Cross University
01.2022
Diploma - Hospitality Management
The Hotel School | Southern Cross University
01.2019
Certificate Level 3 NFQ - Tourism
The Hotel School | Southern Cross University
01.2018
Certificate Level 2 NFQ - Kitchen Operations
The Hotel School | Southern Cross University
01.2018
Certificate Level 3 NFQ - Marketing & Communications
The Hotel School | Southern Cross University
01.2018
Certificate Level 2 NFQ - Hospitality
The Hotel School | Southern Cross University
01.2018
Certificate Level 3 NFQ - Business Management
The Hotel School | Southern Cross University
01.2017
Skills
- Micros & EMC Systems
- Microsoft Suite Advance
- RMS 9 Cloud Systems
- OnQ Property Management Service
- Protel PMS System
- Oracle; Suite 8, PMS & Cloud Systems
- Adobe Creative Cloud Suite
- Canva Creative Systems
Timeline
Senior Assistant Operations Manager – C&E
Sofitel Brisbane Central
03.2025 - Current
Luxury & Guest Experience Manager
Accor’s Sofitel Brisbane Central
12.2022 - Current
Front Office Manager
Accor’s The Sebel Brisbane
02.2022 - 12.2022
Duty Manager
Oakwood Hotel & Apartments Brisbane
08.2021 - 01.2022
Duty Manager
TFE Hotels The Calile Hotel
06.2021 - 08.2021
Assistant Manager
Stamford Hotels & Resorts
06.2020 - 06.2021
Guest Services Team Member
Hilton Hotels & Resorts
07.2018 - 04.2020
Diploma - Hospitality Management
The Hotel School | Southern Cross University
Certificate Level 3 NFQ - Tourism
The Hotel School | Southern Cross University
Certificate Level 2 NFQ - Kitchen Operations
The Hotel School | Southern Cross University
Certificate Level 3 NFQ - Marketing & Communications
The Hotel School | Southern Cross University
Certificate Level 2 NFQ - Hospitality
The Hotel School | Southern Cross University
Certificate Level 3 NFQ - Business Management
The Hotel School | Southern Cross University
Bachelor’s degree - Business in Hotel Management
The Hotel School | Southern Cross University
ADDITIONAL INFORMATION
- 2022 Young Tourism Leader with the Queensland Department of Tourism, Innovation & Sport
- 2018 QTIC Industry Council Salute to Excellence
- Provide First Aid, Provide Cardiopulmonary Resuscitation, Provide Life Support [2022]
- P Positive Blue Card (WWCC) [2022]
- Responsible Service of Alcohol & Gaming [2017]
- Responsible management of a licensed venue [2024]