Assistant Hotel Manager
Wrest Point
Total years of experience :15 years, 2 Months
Assistant Hotel Manager | Wrest Point, Tasmania, Australia (www.wrestpoint.com.au)
Jun 2013 - Present
Recognised as an Australian icon, Wrest Point is the first casino and one of the pioneer properties in the country. Wrest Point complex spreads across six hectares at the banks of the River Derwent in Hobart. The complex contains the largest hotel with 269 rooms and eleven food and beverage outlets; boutique casino with electronic gaming, table gaming and VIP lounge; conventions and entertainment centre, health club, etc.
Monitoring financial performance of the hotel operation regarding budgets, business forecast, P&L, weekly/monthly reporting and annual business plans.
Coordinating with the united voice union, human resources consultants, company directors and other stakeholders.
Successful in implementing a preventative room’s maintenance programme as well as introducing new approach to manage room attendants’ work and workloads which resulted in enhancing productivity and guest experience.
Striving towards positioning Wrest Point in readiness for the “Asia-Century” with a focus on China being the fastest growing inbound market for Australia.
Implementing Market Metrix — a web-based feedback management platform — to maximise loyalty and referrals by proving an instantaneous actions and resolving any issues promptly.
Track record of elevating Wrest Point’s ranking on Trip Advisor from 26 (in June 2013) to 18 (in Nov 2014).
Hotel Manager | Strahan Village, Tasmania, Australia (www.strahanvillage.com.au)
Mar 2010 - May 2013
Strahan is a small township on the West Coast of Tasmania with a population of 700 people but an annual tourist’s influx in the vicinity of 200, 000 visitors.
Directly reported to the regional general manager while serving as a member of the executive team; responsible for ensuring smooth operations of the three business owned and run by the Federal Group at the time as mentioned below:
o Strahan Village including accommodation, restaurants, bakery and a bottle shop.
o Gordon River Cruises with Gordon River Cruises, Bonnet Island Experience, Strahan Marine Charters.
o West Coast Wilderness Railway.
o Three retail outlets.
Conducted meetings with the group distribution manager; discussed existing and potential distribution channels for products and promotional offers, packages, deals and exclusive offers for different suppliers.
Implemented various cost-saving measures resulting in a significant reduction in operational expenses; also served as an executive representative to the OH&S committee.
Introduced workplace health and wellbeing programme under WorkCover Tasmania’s “A healthy workplace is good for business” initiative.
Developed productivity sheet for both the housekeeping and the maintenance departments to monitor and enhance efficiency and productivity.
Revised and amended vendor contracts to cost control both maintenance and housekeeping operational expenses.
Developed and implemented a new and effective approach to manage staff accommodation to reduce cost and provide better facilities to tenants.
Maintained market share in a very difficult financial climate by reinvigorating exposure in existing markets as well as targeting new markets.
Introduced staff incentives scheme; established points system for each department, based on guests’ feedback, to reward performance of staff members.
Maintained and managed a strong room yield.
Rooms Division Manager | Strahan Village, TAS, Australia Feb 2009 - Feb 2010
Undertook responsibility of meeting all budgetary and payroll requirements while ensuring efficient operations of front office, reservations, night auditing and housekeeping departments.
Hired, trained, developed and managed staff.
Introduced front office handbook, conducted weekly and monthly department toolbox meetings as well as establishing and monitoring team KPIs.
Facilitated new spreadsheet to track all customer feedback and comments and accordingly distribute the results to relevant departments and staff on a weekly basis.
Masters of Marketing Management | Griffith University, QLD, Australia Aug 2003 – Aug 2004
Bachelor of Business Administration | The Hashemite University, Jordan Jan 1996 – Jan 2000