Experience

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  Novotel queenstown lakeside

  May 2010 - May 2012

  Receptionist

  In this role I was responsible for the check-in and check-out of hotel guests. Part of my role was creating revenue, by up-selling the Advantage Plus Accor program. I Excelled at this part, as it became apparent that selling a product was one of my strengths. Due to my excellent customer service, I received many positive comments from our visitors, which created an example for my colleagues to follow.During my time as a receptionist, I was fortunate enough to work as Night Auditor which gave me a great insight into the Processes used within the PMS system which was Opera. Due to this exposure, I was able to translate this skill into my role as a receptionist during my day shifts. Show less

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  Pullman auckland hotel & apartments

  Mar 2012 - Aug 2015

  Pullman-welcomer

  The Welcomer position is a role that gave me the opportunity to excel further in my sales techniques. I was responsible for creating and maintaining guest profiles, with the focus on profiling each potential returning guest by establishing a genuine professional relationship to drive return business.Within this role I was given the freedom to approach guests and create this important relationship, following this experience I was able to assist in creating a top 50 VIP list, with benefits of club lounge excess, priority check-in, and personalized birthday amenities.I thoroughly enjoyed my role and the experience that I gained. Show less

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  Skycity hotels group

  Sept 2015 - Aug 2022

  After the 1 year secondment, I was offered the role as Concierge of the Grand. I was part of a team of 3 Concierge, 3 doormen, 4 full-timers and 2 part-timers. Creating direct report lines to motivate and train the staff was one of our key Key Performance Indicators.During this uncertain time of the pandemic, we followed strict health and safety guidelines and were in charge of maintaining the mental health of our team members.Just after lock-down, I managed to organize a team famil to Waiheke island which has proven a great team-building activity. I implemented a survey via Survey Monkey, to ensure that the team was being well looked after and were feeling understood and appreciated. The survey came back with great results that have left the team feeling empowered and striving for excellent customer service.I can honestly say that I have grown as a manager and am ready for my Chief Concierge position. Show less After having shown calm under stress during the fire at the convention center and the contributing of the guest satisfaction during this time, I was offered a 1 year secondment role as a Concierge at the Grand by Sky City.A new team, new challenges, and a new product. In this role, I was again part of mentoring young porters, as well as seasoned doormen. Due to my friendly nature and honest and reliable approach the team has become a great family and has achieved great awards.Due to the resignation of the Chief Concierge, I was given the opportunity to look after the management of the leaseholders of our car park. This involved communicating with the Project Managers as well as the SKYCTIY Leadership team. Together with the sales coordinator, we were able to drive the revenue by selling more car parks. This involved establishing a database and contacting the potential buyers, collaborating with Sales and Marketing to close the sale. Show less After having completed 10 months as Duty Manager, the Chief Concierge noticed that my personality and skill set were better suited for the Concierge Role.After taking up the concierge role it became clear, that I was going to excel at this role. Creating contacts with Auckland Suppliers became a big part of my role. Organizing Supplier training to drive revenue was greatly received by the Hotel Manager and the team.I was also introduced to the writing of the roster, and paying attention to leave requests, occupancy levels, and events around the city. Rostering accurately was crucial for the operation of the department, monitoring the arrivals and departures could cause the roster to be altered on a weekly sometimes daily basis. I was also in charge of creating a structure and training the staff into selling our venue space, with my background in Banquet Sales and Event Management in Golden Tulip in the Netherlands I was able to drive the revenue in 2018 by 100K. I increased seminars being hosted from 1 to 4.Planning and communicating with clients about their requests were of crucial importance. Coordinating with the food and beverage outlet and Events department was part of the weekly operation.Due to Covid-19 it became apparent that Virtual meetings were becoming part of the future, I collaborated with a colleague who was studying investment and accounting and created a Kapex proposal for our venue space, which is pending approval. Working together with my colleague has given me a greater understanding of the financial return on investment of a Kapex project.During my time at SKYCITY I completed a Leadership training "The Inspire Course" which was hosted by Keenans Consulting, this training was predominantly focused on providing our team with developmental as well as motivational feedback. Our team was the recipient of the Quest for the Best Team award! The first concierge department team award in SKYCITY History. Show less Due to my participation in the Receptionist of the Year competition, I was fortunate enough to create a contact that provided me with the opportunity for my first middle management role as a Duty Manager at SKYCITY.During this role, it was crucial to educate and train my team to provide excellent customer service. This was the part where I most excelled, as building connections and motivating people to thrive, had become my focus. Part of the education of my staff was to teach them the skill of up-selling to drive the hotel revenue.As a Duty Manager in SKYCITY you are dealing with many stakeholders around the business which consist of over 3000 employees. Due to many different outlets within SKYCITY I was able to up-skill myself in Revenue,Property Management and Sales and Marketing. Show less

  • Concierge

    Mar 2022 - Aug 2022

  • Concierge

    Jun 2021 - Mar 2022

  • Concierge

    Jun 2016 - Jun 2021

  • Duty Manager

    Sept 2015 - Jun 2016
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  Les clefs d'or hotel concierge society new zealand

  Nov 2018 - now

  As the Secretary of the New Zealand chapter of UICH Les Clefs d'Or, I am responsible for the communication within the Society of 19 members. During my time as Secretary, I have assisted in planning events. One of my highlights would be the planning and execution of our 2019 Tourism Expo which consisted of 35 suppliers and 90 delegates at the Dome in Aucklands Zoo. This Expo called Meet the Region, has received tremendous feedback and is due to return in October 2022 at a yet-to-be-confirmed location.As Covid-19 caused many issues, we had to re-think our strategy and host our meetings online, it became clear that Microsoft Teams was the best platform to utilize. Due to the investigation into the product Microsoft 365 I discovered that taking minutes was no longer a time-consuming part of my role. Our 28th AGM in Dunedin which was held in June 2022 has been a great success, and our New Zealand Society has got a great structure in moving forward. We have partnered up with Vodafone, VisitorPoint, Corporate Cabs and Hotel brands, which secures a strong foundation for the future.On a daily basis, I am progressing in my role by creating and maintaining a professional relationship with suppliers, were from some of whom have become close friends. Our Honorary members which are employed in various role in the Hospitality industry have provided me with training and support and provided invaluable knowledge into leadership coaching a team.Another Skill set I learned to manage, was maintaining our Les Clefs d'Or Website which has been coded and written by WordPress. Les Clefs d'Or has been and will be a professional education on many levels for my future career.My aspiration is to become the President of Les Clefs d'Or New Zealand in 2023. Show less

  • Secretary at Les Clefs d'Or Hotel Concierge Society New Zealand

    Jun 2019 - now

  • Active Member at Les Clefs d'Or Hotel Concierge Society New Zealand

    Nov 2018 - now
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  The hotel britomart

  Aug 2022 - Sept 2023

  Chief concierge
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  Grand millennium auckland

  Sept 2023 - now

  Chief concierge