Madison Te Aho
Rotorua,BOP
Summary
Focused on supporting business success with developing and implementing exceptional operational and service policies. Well-versed in customer service practices, standards and regulations, determined to provide an excellent experience for every customer
Overview
6
6
years of professional experience
Work History
Assistant Manager of Operations
Novotel & Ibis Lakeside
09.2022 - Current
- Co ordinated and communicated with Supervisors of other departments
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained new employees on proper protocols and customer service standards.
- Introduced new methods, practices, and procedures to ensure smooth turnover times
- Ran daily staff meetings to identify improvement strategies, discuss hotel daily operations, and facilitate open communication.
- Communicated with customers to assess satisfaction with products and services received.
Guest Services Agent
Novotel & Ibis Lakeside
06.2020 - 09.2023
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Strengthened communication skills through regular interactions with others.
- Organized and detail-oriented with a strong work ethic.
- Worked flexible hours across night, weekend and holiday shifts.
- Identified issues, analyzed information and provided solutions to problems.
Food & Beverage Attendant
Novotel & Ibis Lakeside
11.2018 - 06.2020
- Developed and maintained positive relationships with customers to enhance service.
- Greeted customers at counter to fulfill requests and answer questions.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
- Set up and broke down food service lines quickly to maintain service flow.
- Handled cash transactions and point-of-sale operations
- Utilized POS system to receive and process food and beverage orders.
- Prepared tables by laying out napkins and utensils, refilling condiments and performing other preliminary tasks.
- Served and assisted diners by carrying plates of food, taking and delivering beverage orders and refilling glasses.
Housekeeper
Novotel & Ibis Lakeside
11.2017 - 11.2018
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
Education
NCEA 1, 2 & 3 Barista Certificate Level 3 -
Rotorua Girls High
Rotorua11.2017
Skills
- Liquor License
- Managers Certificate
- Operations Oversight
- Employee Supervision
- Strategic Vision
References
Kristen Pirie
027 333 7087
Kristen.Pirie@accor.com
Maggie Rapana
022 096 7827
Maggierapana12@gmail.com
Danielle Watson
022 164 8891
Danwat1999@gmail.com
Timeline
Assistant Manager of Operations
Novotel & Ibis Lakeside
09.2022 - Current
Guest Services Agent
Novotel & Ibis Lakeside
06.2020 - 09.2023
Food & Beverage Attendant
Novotel & Ibis Lakeside
11.2018 - 06.2020
Housekeeper
Novotel & Ibis Lakeside
11.2017 - 11.2018
NCEA 1, 2 & 3 Barista Certificate Level 3 -
Rotorua Girls High
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