Nicole Scally Email and Phone Number

- Consistent delivery of exceptional customer service- Ensuring honest, direct, assertive, polite and consistent communication within and outside the Front Office Department- Appropriate and effective communication with guests, colleagues and internal and external stakeholders- Consistently achieving business objectives and exceeding performance benchmarks (KPIs) in Front Office environment- Consistently displaying exceptional interpersonal skills and immaculate personal presentation- Utilizing initiative and experience to drive guest satisfaction levels, maximize occupancy and generate revenue- Displaying exceptional telephone, computer, administration and cashiering skills with attention to detail and consistent accuracy in banking and data entry- Working in full compliance with operating procedures, WHS procedures and confidentiality requirements- Hotel security and safety procedures- Handling of internal and external enquiries with professionalism- Sound understanding of all facilities and service offerings of hotel and surrounds

Consultancy role to improve communication, administrational efficiency and customer service performance levels of HFM team.

- Overseeing daily operations of cafe business unit- Full compliance with WH&S and Food Safety Standards regulations- Delivery of consistently exceptional customer service- Profit maximisation- Complaint/conflict resolution- Stock and inventory management- Staff training and development- Rostering- Staff recruitment- Relationship building with suppliers and stakeholders- Community engagement- Management of high volume, customer facing environment- Management of complaints and service recovery- Staff supervision and delegation- Staff position assignment- POS system management- Payroll and accounting management

- Delivery of exceptional guest experience- Leadership, training and upskilling of team in principles of customer service excellence- Staff selection/recruitment- Schedule dining reservations, day to day operations, ordering and supplier procurement- Management of functions and events, including weddings and conferences- Maintain highest standard of cleanliness/security of outlet- Identification of marketing opportunities- Website and social media content- Support company to provide safe workplace - ensuring WH&S requirements fulfilled- POS, cash handling and expenses management- Maintain outlet stock levels- Training plan development - staff training delivery- Support, assist and manage team - fulfil duty of care- Reputation/ business building - involved in every element of venue setup and launch - including design, purchasing, website, media releases and menu planning

- Ensure team members greet, escort and exceed expectations of premium guests- Schedule dining reservations- Exceptional service delivery of in house functions, weddings and conferences. Management and supervision of events. Training and mentoring of Food and Beverage Attendants ensuring service standards are met- Ensures accurate recording and verification of team member time records- Manage all team members in all aspects of daily operations, providing necessary assistance- Ensure approved service sequences and standards are established and maintained at all times- Ensure opening/closing procedures performed to acceptable standard and supervision of outlet- Maintain efficient operating procedures for POS cashiering computer system, MICROS, ensuring accuracy and balancing of till and cash float- Maintain high level of cleanliness/care of equipment and materials - security of outlet- Promptly report maintenance issues to relevant department- Maintain all outlet stock levels- Complete restaurant daily log book- Develop training plans and conduct on and off job training sessions for team members- Attend all scheduled Food and Beverage meetings/property meetings- Monitor outlet staffing, payroll budget, cost control, maximise profitability- Maintain consistently high level of professional appearance - monitor service personnel appearance and grooming- Punctual, courteous, efficient at all times with guests and fellow team members- Handle guest complaints immediately, courteously and satisfactorily- Assist with conducting performance appraisals of team- Ensure all information kept confidential- Ensure all Occupational Health and Safety requirements are met within the department- Report workplace hazards- Support company to provide safe work place- Represent company in a positive manner, expounding values, ethics and pride at all times

Provide support to the work of the projectConflict and complaint resolution providing best outcomes for project and community membersProvide point of liaison between community, local businesses and external stakeholdersEffective relationship management with residents, organisations and businessesProactively provide facts to community and facilitate dissemination of informationVisible face of projectDevelop meaningful and respectful relationships with stakeholdersEncourage involvement in community consultation processHosting/organisation of community engagement sessions at external venuesStaffing of community shop frontRespond to inbound calls and correspondenceDraft text for media reports and bulletins

Certificate III in Financial ServicesDelivery of consistently excellent customer serviceBuilding of sales pipeline and referral partner relationshipsWorking effectively within a framework of sales/referrral targetsNeeds based customer conversationsProduct sales and promotionCompliance with banking industry policyBranch SecurityTelling, insurance and lending productsDocumentary requirementsBusiness account managementIntroduction of self service technology

- Assist with smooth and profitable day to day running of Reception operations- Deliver outstanding level of customer service to guests - exceeding their expectations- Maximize room sales opportunities via promotion, advertising and marketing- Sound knowledge of facilities and offerings of hotel- Positive culture of maximising upselling/onselling- Sound knowledge of surrounding area and facilities- Assist achievement of room rate budget- Mamximize occupancy- Highest standard of guest service- Issues and problems resolved in prompt, solution based manner-Positive service culture-Referral of unresolvable problems to Supervisor-Handling of internal and external enquiries in a professional manner- Ensuring honest, assertive, polite and consistent communication within and outside Front Office Department-Effective communication between Departments and Management-Commitment to company training programs-High level of productivity at all times-Hotel Security and Safety Procedures- Compliance with Occupational Health and Safety policies

In-flight customer service excellence in First and Business ClassCustomer Resolution Team - complaint handling case management premium customersSetting professional cabin operational goalsEstablished ongoing business by delivering outstanding serviceAdherence to flight procedures achieving crew and passenger safetyConfident first aid abilities and capable emergency responseMonitored and ensured passenger safety and comfortMaintained outstanding personal presentation and a professional imageEndorsed B747/400/300/ER B767/300 B737 A330/300/200Experience in safety systems and audit programsPromotional, public relations and communications skillsCompliance with relevant aviation legislationLOSA Safety Auditor Training - Qantas Flight OperationsOutstanding knowledge of aircraft cabin safety policy and proceduresComplaint and conflict resolution