Paul Devine Email & Phone Number

Melbourne, Vic, Au

Melbourne, Australia

South Melbourne

Contracting on the Victorian Primary Schools Public Private Partnership.

Southgate Melbourne

Contracting

Melbourne, Australia

The award winning Melbourne Convention & Exhibition Centre (MCEC) has 60 000 square metres of exhibition, seminar, convention, meeting and conference space. The highest of standards are required in all aspects so that all of MCEC’s Clients leave with positive lasting impressions that will increase the probability of their returning with their next event. This Public Private Partnership (PPP) role required high level management of various integral service contracts that contributed to the overall presentation and safety of the venue along with close Client interaction, forward thinking and the ability to respond and adapt efficiently when issues occurred.Reshaped the Security and Cleaning Services into efficient, customer focussed teams that enjoy and are positively responsive to closer Client contact.Reduced the number of potential abatement driven calls to the Helpdesk to single digit figures and thus ensuring that annual targets are easily met.Produced several key papers on the waste management process indicating areas of improvement, opportunities for savings and strategies for further overall reductions.Positioned myself high in the Clients processes that I was consulted in confidence on matters important to their business that previously they would have excluded me from.Heavily involved in the Emergency Management of the MCEC from organising MFB led warden and evacuation training to updating the emergency management manual and being involved in emergency management organisations.Instrumental in assisting the preferred Cleaning and Security subcontractors secure further 5 year contracts through the PPP process at the MCEC. Was Chairman of the highly acclaimed and effective Environmental Taskforce that was responsible for many high level changes that introduced efficiencies, savings and positive changes to the building, it's users and staff.

Southern Cross Station. Melbourne, Australia.

Up to 120 000 passengers transit through the station daily where a strict client ensures cleaning standards are continually being met and reported upon. This job therefore demanded a capable and thorough Manager who could provide a service that anticipated the client’s demands and had already actioned an appropriate response. Being a government owned site via a Public Private Partnership (PPP) and regulated by the Rail Safety Act all tasks undertaken were to be performed with safety as the fulcrum making the role responsible for maintaining and implementing full policy and procedural control with my own or contractor staffRe-established the Client relationship and through proper and detailed reporting enjoyed a trusting, transparent and open partnership that strived in all aspects to work in cooperation for the benefit of the station.Successfully set compliance standards that when independently audited were reported as a benchmark for other stakeholders to aspire to.Developed a job card system incorporating all facets of scope to cover detail, daily, night and periodical cleans which resulted in more thorough service delivery, and improved, knowledgeable and methodical cleaners.Responsible for such improvements to station facilities that an article in ‘The Age’ weekend magazine rated the stations toilets as one of the cleanest in the city after so long being of a standard that at one point jeopardised the contract.Commended for my prompt actions in the aftermath of a catastrophic hail storm that caused partial collapse of the station roof and led to unprecedented water ingress that required all of our resources to be used intensively to return normal operations to the station as efficiently as possible.

Heathrow Airport, London. Uk.

With 15,000 travellers streaming through the terminal daily—one of five at Heathrow Airport, the need for optimum standards in security and customer service was paramount. As the first point of escalation for potential threats to safety, the need to lead professionally, act swiftly, and refer issues quickly and professionally to the right government agency for resolution, was an immediate priority. Alleviated workplace tension and hostilities during an ongoing airport refurbishment where staff became resistant to change and management overworked, failed to provide effective support. Befriended influential employees working behind-the-scenes to slowly transform attitudes and improve the working environment. Transformed security team with poor service reputations into a dynamic team of service representatives restoring order, maintaining public safety, protecting assets, and communicating respectfully. Educated by example, dealing with difficult passengers in plain view of guards—providing on-the-job training of the service standards expected. Ensured the standard of security provided by staff conformed to government guidelines during searches of passengers, bags and personal items.Peacefully resolved situations with potential for escalation such as banned items in luggage and intoxicated passengers.

Doha, Qatar

Managed a team of 100 Resident Centre Coordinators and Resident Centre Volunteers to deliver the highest standards of customer service. Catered to athletes’ needs by providing timetables, dealing with lockouts, tracking and logging issues, processing athlete arrivals and departures, and ensuring the resident centres were tidy, welcoming and attended.Streamlined and implemented new operating procedures for 15 residential centres in just two weeks. Identified high potential staff, documented and implemented vastly improved operations for 15 resident centres. Reinforced top-flight VIP service to be extended to each athlete to ensure a trouble-free experience. Trained Resident Centre Coordinators from more than 20 countries on all resident centre processes, policies and procedures including methods of handling queries and how to contribute to the decision making process.Distinguished by reputation for service excellence. Despite inevitable problems and issues arising occasionally, resident centres were commended for willingness to resolve issues professionally. Relieved the workload imposed on other service areas by assisting with housekeeping and maintenance departments and instilling colleagues with the skills necessary to implement the new operations system for greater efficiency.

Melbourne, Australia

Multifaceted role encompassed negotiations and strategy development in collaboration with management, Commonwealth Games Police, and accreditation, media and transport departments. As a key point of contact, provided an available access point to respond to facility owner concerns, and ensured facility was restored to pristine condition post event.Oversaw the on-time development of the arrival area and media conference facility by directing the transition of an existing, privately owned Italian club to Melbourne 2006 and overseeing return of club at the Games’ conclusion.Coordinated facility fit-out—overseeing trade, cleaning, and catering contractors, internal transport teams, and media and accreditation departments.Ensured all athletes received accreditation for competing at the Games and ensured security checks were facilitated for safety of all stakeholders. Remedied major staffing problem with insufficient personnel to receive arriving athletes. Enlisted staff from other areas, oriented teams to new roles, enriched the quality of communications between the centre and the airport.Spearheaded novel arrivals procedure that despite initial concerns from individual teams and the governing federation, won kudos from management for speed in despatching athletes quickly. No complaints were received from any team as it was clear that the procedure had merit.

London, United Kingdom

Dealt confidently with 149 passengers in a closed environment while maintaining the company's strict safety and security procedures. Diffused incidents and hostilities and provided superior service to all passengers that soothed frayed nerves in an often demanding, high-expectation environment. Routes included the Czech Republic, Greece, Germany, the Netherlands, Switzerland, France, Spain, Portugal, Italy, Hungary, Croatia, Slovenia, Poland and the UK.Received a company 'Go M.A.D' (Go Make A Difference) award for calm conduct and professional preparations made during an in-flight mechanical emergency.Applied a personal touch to communicate and calm sick, inebriated or disruptive passengers, and first-time flyers. Efforts set an example for junior staff to diffuse potentially difficult situations.

United Kingdom

Worked at the hub of all airport activity, dealing with all airport stakeholders to ensure a smooth, 24 x 7 operation. Coordinated emergency situation responses encompassing fire alarms, security issues, aircraft diversions or any other disruptions. Acted as a key link between Airfield Operations and Terminal Operations.

Manchester, United Kingdom

Managed the residential zone catering to the needs of 5000 delegates from 72 nations. Supervising 167 staff across the Athletes Village acted as second-in-command of residential—overseeing all room inspections and inventories, laundry areas and housekeeping. Composed daily reports and dealt with staff issues daily.Operated six guest centres after writing operational plans and implementing staff training, designs and layouts. Analysed arrivals procedures, building a compelling case for recruiting extra staff and adopting new procedures for optimum efficiency. Contributed to the recruitment of additional staff and devised new procedures.Emphasised customer service, friendly staff and going beyond-the-call-of-duty to ensure high-profile residents were happy, comfortable and welcomed.

Sydney, Australia

Responsible for all policies, procedures, processes and staff of a functional area that would process the many daily athlete and team visitors to the athletes village. This required the upmost levels of customer service as my team dealt with demanding patrons from over 200 nationalities whilst operating within the strictest security and operational confines. This functional area received many compliments for being the first Guest Pass Service for many Olympic Games to not have any issues of a negative nature