GILLIAN CROWLEY

Work History

Hotel Manager

Hotel Belle Etoile

Alpe D'Huez

11.2023 - Current

Developed and implemented hotel policies and procedures.
Provided training to staff in customer service, safety, and other topics related to hospitality industry.
Assigned duties and monitored performance of all employees in the hotel.
Ensured that guests received prompt, courteous attention throughout their stay.
Maintained high standards of quality control, hygiene, health and safety.
Oversaw daily housekeeping operations to ensure cleanliness of guest rooms and public areas.
Created a positive work environment for staff by providing guidance, support, recognition and motivation.
Monitored inventory levels of supplies such as linen, amenities to ensure adequate availability of items at all times.

Front of House Staff Member

Barrakee Lodge

Perisher Valley

05.2023 - Current

Working for the Australian Snow Season from May to October 6th
Explained menu items, took orders and delivered food courses according to instruction.
Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
Maintained knowledge of bar and menu options to prepare drinks and make food recommendations.
Prepared cocktails from bar recipes and served wine, draft and bottled beer.
Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
Returned rooms to occupant-ready status to satisfy future guests.

General Manager

The Lodge Jamberoo

Jamberoo

09.2022 - 05.2023

Same ownership as The Cove Jervis Bay I got relocated to Jamberoo to Open up a New Resort
Went through 3.5 months of renovations to open a brand new resort.
Started up all booking systems and policies as well as a fully functional restaurant and bar.
Responded to and resolved guest issues or complaints.
Handled guest complaints and offered complimentary services for hardship cases.
Managed team of front desk agents, supervising personnel in issue resolution.
Delegated work to staff, setting priorities and goals.
Inspected hotel rooms and public spaces to determine cleanliness and need for room updates.
Coordinated weekly staff schedule to accommodate ongoing and seasonal needs of hotel.
Assisted guests at check-in, providing information on various services within hotel.
Coached staff on strategies to enhance performance and improve customer relations.
Completed thorough opening, closing and shift change functions to maintain operational standards each day.
Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

Office Manager

The Cove Jervis Bay

Jervis Bay

01.2022 - 09.2022

Handled payment processing and provided customers with receipts and proper bills and change.
Assisted guests at check-in, providing information on various services within hotel.
Input and confirmed reservations for guests.
Kept records of room availability and guest accounts, manually or using computers.
Responded to inquiries and room requests made online, by phone and via email.
Greeted, registered and assigned rooms to hotel or motel guests.
Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
Answered guest inquiries, recommending shopping, dining or entertainment.
Received incoming calls and coordinated with staff to fulfill customer requests.
Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.

Traﬃc Controller

KPI Construction

02.2021 - 12.2021

Directed vehicles around construction sites and flagged drivers through blocked roads.
Assembled traffic cones and pathways for vehicles and pedestrians.
Managed setup and removal of temporary traffic control equipment and signs.
Monitored and coordinated traffic during power outages and emergencies.
Served as point of contact for members of general public, answering traffic-related questions and responding to complaints and requests.
Developed solutions to enhance vehicular flow and safety by analyzing traffic data.

FOH

Springully General Store Cafe

10.2020 - 12.2020

Managed day-to-day restaurant operations with focus on quality and meeting customer expectations.
Worked in close collaboration with team members to ensure customers received high-quality service.
Assisted staff by serving food and beverages or bussing tables.
Handled complaints, settled disputes and resolved customer conflicts.
Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
Reconciled daily transactions, balanced cash registers and deposited restaurant's earnings at bank.

Venue Manager

Dinner Plain Hotel

06.2020 - 10.2020

Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Completed thorough opening, closing and shift change functions to maintain operational standards each day.
Prepared staff work schedules and assigned team members to specific duties.
Delegated work to staff, setting priorities and goals.
Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
Implemented successful business strategies to increase revenue and target new markets.

Venue Manager of Bunny

01.2019 - 02.2020

Oversaw Construction and change over of Robarta to Bunny with new owners
Formed and sustained strategic relationships with clients.
Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
Oversaw club schedule and planned events in advance to achieve organized operations.
Coordinated menus, wine lists and allergy options for large events.
Achieved or exceeded financial objectives and sales goals by implementing product pricing.
Marketed and highlighted social events by coordinating with internal teams.
Attended weekend night events to observe and analyze club operations.
Took note of local competition and successful marketing strategies to increase profit.
Calculated payroll by recording employee hours worked and approved time off requests.

Venue Manager

Robarta

Melbourne

12.2015 - 12.2017

Delegated work to staff, setting priorities and goals.
Marketed venue location and events using social media and websites.
Participated in community events and developed relationships with public to attract new patrons.
Assigned work to team members and evaluated performance against standards.
Oversaw club schedule and planned events in advance to achieve organized operations.
Helped recruit, hire and train department employees.
Managed supply inventory for team and distributed resources to meet demand.
Sought out opportunities to improve service levels and corrected problems.
Monitored activities to enforce rules and safety procedures or arrange removal of unruly patrons.
Kept track of drink inventory and ordered new stock to maintain supplies.
Calculated payroll by recording employee hours worked and approved time off requests.

Summary

Overview

Work History

Hotel Manager

Front of House Staff Member

General Manager

Office Manager

Traﬃc Controller

FOH

Venue Manager

Venue Manager of Bunny

Venue Manager

Education

Skills

Certification

Timeline

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