Assisted the Operations Manager in overseeing the daily operations of three tourism vessels operating on the Great Barrier Reef, including a liveaboard operation. Responsible for staffing including hiring, and managing, the roster of over 70 crew members working across all three boats. Ordered all supplies/stores/equipment for the vessels and the office. Ensured stock levels were maintained. Liaised with all departments within the company as well as suppliers and contractors. Provided coaching, feedback and discipline where necessary to crew members in line with the company's Employee Handbook. Demonstrated skills:Management, coaching, interpersonal communication, project management, critical thinking, problem-solving, time management

Provide exceptional customer service evidenced by excellent feedback from customers and returning customers. Answer emails, phone calls and assist walk-in customers as well as answering questions and requests via LiveChat and the company’s multiple Facebook pages. Supervise other staff to ensure all daily tasks are being completed on time and perform checks on work being done to ensure quality and correctness. Balance till and banking at the end of each shift. Ensure any medical documentation or information provided by guests for the company’s dive vessels is handled with respect and discretion.Key Accomplishments: Promoted within 6 months due to consistent high performance and ability to manage multiple projects and problem solve. Developed methods to improve company-wide communication, therefore streamlining information sharing processes and improving time efficiency. Identified a need for standardised training procedures and a written training manual. Demonstrated initiative and leadership by composing a comprehensive procedure manual, which is currently used to train new staff members and as a resource for maintaining consistency despite an extensive range and quantity of tasks required of the team.Training supervisor for all new crew

Created and implemented an educational component to the company’s existing boat operation. Offered guests expert information and commentary regarding marine life and the ocean environment. Provided excellent customer service skills, and used highly developed conflict resolution abilities to manage customer complaints when needed. Observed safety protocols and provided effective first aid treatment, as needed.Key Accomplishments:Implemented snorkels tours as an added activity, allowing the company to open a new revenue stream and cultivate an “up-market” image.Exhibited passion and excitement for marine life, which resulted in a higher level of customer satisfaction and return business.Demonstrated and followed safety protocols thoroughly, which resulted in zero medical emergencies needing an ambulance or Medivac.Provided guests with a once-in-a-lifetime experience by combining superb customer service with expert knowledge of the reef.

Ensured a smooth, quick, and efficient daily operation. Managed crew and delegated daily assignments. Oversaw the reservations check-in and managed the daily manifest. Balanced accounts at day’s end and ensured that all on-board purchases were accounted for. Exhibited and maintained a high level of customer satisfaction.Key Accomplishments:Exhibited excellent management skills to ensure that the crew work effectively and in harmony with one another.Took charge to ensure customer received high quality service and maintained a level of excellence in line with company standards.

My job includes guiding snorkel tours, presenting on the Great Barrier Reef and answering questions from guests about the GBR as well as fulfilling any jobs on the vessel that need doing. I also work with Reef Magic Education, bringing school groups out to the reef for hands-on learning in the field.