Thomas Keppi

InterContinental Melbourne The Rialto delivers internationally recognised indulgences with a quintessentially Melbourne touch.

Located in the heart of Melbourne behind an iconic heritage facade, InterContinental 5-star luxury hotel with ornate windows and original brickwork are a beautiful nod to Melbourne’s iconic architecture.

• Responsible for responding to emergencies within the hotel, this will include acting as the Chief Fire Warden and First Aid Officer
• Represented the Operation Manager and the General Manager when away from their duties.
• Developed and implemented new procedures and policies to improve operational productivity
• Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction
• Evaluated employee performance and conveyed constructive feedback to improve skills
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
• Supervised and coordinated team to provide guidance and support and maximize performance
• Assisted in organizing and overseeing assignments to drive operational excellence

Jackalope hotel’s debut property sets a new standard in luxury accommodation on the Mornington Peninsula.

The stunning vineyard property combines a 143-years-old homestead and winery with a strikingly modern 5-star boutique hotel.

• Assisted my Front Office Manager, I was responsible to ensure a high level of guest satisfaction.
• Handled guest complaints and implement corrective action as required.
• Maintained awareness of tourism trends in Mornington Peninsula to provide recommendations for guests.
• Provided support to all departments in absence of department managers.
• Helped to develop team members to ensure high level of personalised guest service is given.
• Demonstrated capacity to multi task and meet targets
• Maintained and updated record log for all cash and valuables kept in the Duty Manager's safe.

In the 150 years since it was crowned Europe’s first “Grand Hotel” in 1865, the Langham Hotel has become renowned for un paralleled service and unprecedented innovation in hospitality. Elegance in design. Genuine service. A captivation of the senses. Guests experience the Langham legendary hospitality heritage at hotels and resorts worldwide. Collected room deposits, fees, and payments.

• Assisted guest with check-in, account inquiries and any additional services needed, and using quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
• Explained details regarding hotel’s facilities and provided guest assistance, including recommendations for tourist attractions.
• Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
• Took reservations over phone and through email, recording guest information in computer system and verifying details

A Melbourne icon located in the heart of the city’s high fashion and fine dining scene, the 5-stars award winning Grand Hyatt Melbourne is the city’s center of luxury.

• Answered customer questions recommended items and recorded other information.
• Stayed up to date on menu changes to help customers make food choices.
• Smooth and efficient management of restaurant section timed effectively with kitchen.
• Trained new staff members on company policies and procedures.
• Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.

The Atlantic restaurant is inspired by the famous New York meat packing district and the bustle and of the fish markets of the years gone by. With an uncompromising focus on excellence, Atlantic’s seafood is sourced from Australia’s very best producers, and its experience is complemented by its magnificent waterfront location.

• Provided personable and professional services within the restaurant’s exclusive VIP dining.
• Managed sections for smooth flow of guests and orders, working together with floor and kitchen.
• Train and continually develop the restaurant team to achieve their personal best. Support training initiatives in line with the business needs and investors in people.
• Shared knowledge of menu items and flavours, enabling customers to make personal decisions based on taste and interest.
• Applied comprehensive knowledge of wine, cider, and beer to increase daily beverage sales