Todd Clarke
Darwin,NT
Summary
Senior Guest Relations Manager in a hotel with oversight of all departments, playing a crucial role in ensuring the smooth operation of the hotel and delivering a memorable guest experience. Strong leadership, communication, and organizational skills are essential to effectively coordinate and manage the diverse functions of each department towards the common goal of guest satisfaction and operational excellence.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Guest Relations Manager
Double by Hilton Esplanade / Hilton Garden Inn
2017.03 - Current
- Acting as a liaison between the front office and other departments such as housekeeping, maintenance, food and beverage, and sales. Ensuring smooth communication and collaboration to deliver a seamless guest experience.
- Managed challenging situations with professionalism and diplomacy, maintaining positive relationships with guests even during difficult circumstances.
- Conducted regular training sessions for staff to keep up to date with Hilton standard practices
- Developed and implemented guest relations policies, ensuring a consistent high-quality experience for Guest
- Enhanced guest satisfaction by promptly addressing and resolving all concerns and complaints.
- Monitored guest feedback, using to improve service and departmental operations.
- Developing and implementing emergency response procedures to handle unexpected situations effectively. Ensuring that all departments are prepared to respond to emergencies and prioritize guest safety.
- Conducting performance evaluations for department heads and staff members to ensure accountability and drive continuous improvement. Providing feedback and coaching to support professional growth.
- Continuously Monitoring KPIs to track progress towards targets. Implement dashboards or scorecards to provide a visual representation of performance.
- Implementing responsible alcohol service practices and promoting a safe environment.
- Ensuring compliance with all relevant laws, regulations, and licensing requirements.
Assistant Manager
Mercure and Novotel Darwin Airport Resort.
2016.06 - 2017.03
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Optimized room inventory management, maximizing occupancy rates while minimizing overbooking incidents.
- Increased customer service ratings through personable service.
Resort Concierge / Accommodation Bar Manager
Cable Beach Club Resort and Spa
2015.06 - 2016.03
- Closed out cash register and prepared cashier report at close of business.
- Created a welcoming atmosphere, fostering a loyal customer base and repeat business.
- Oversaw maintenance tasks for the bar area, ensuring a clean and safe environment for patrons at all times.
- Mentored and trained staff members to ensure exceptional customer service standards.
- Kept alcoholic beverages well-stocked and organized to meet expected demands.
- Crafted special drink and cocktail menu items for seasonal offerings.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Maintained high standards of customer service by staying up to date on bar and menu options and providing effective food recommendations for guests.
- Handled conflict resolution among staff members promptly and professionally, maintaining a positive work environment.
- Safeguarded compliance with health, safety, and sanitation regulations in all operations.
- Managed financial aspects of the business, including budgeting, forecasting, and reporting.
Education
Cert II Agriculture - Cert II Agriculture
Western Australia's College of Agriculture Harvey
Harvey10.2004
Skills
- Hospitality Industry Knowledge
- Service Improvements
- Exceptional communication
- Staff Training and Development
- Health and Safety Regulations
- Complaint Handling
- Data Collection
- Effective negotiation
- Sales and Upselling
- Reservation Management
- Problem-solving abilities
- Front Desk Operations
Accomplishments
- Collaborated with team in the development of the hotels renovation, working alongside General Manager in charge of project management.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Managed cluster hotels at Hilton and Accor
- Awarded most recognise staff member from guest reviews for 2019, 2022 and 2023.
Certification
- Senior first Aid
- Responsible service of Alcohol (Northern Territory)
Timeline
Senior Guest Relations Manager
Double by Hilton Esplanade / Hilton Garden Inn
2017.03 - Current
Assistant Manager
Mercure and Novotel Darwin Airport Resort.
2016.06 - 2017.03
Resort Concierge / Accommodation Bar Manager
Cable Beach Club Resort and Spa
2015.06 - 2016.03
Cert II Agriculture - Cert II Agriculture
Western Australia's College of Agriculture Harvey
- Senior first Aid
- Responsible service of Alcohol (Northern Territory)
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