Wayne Hugo
Auckland,New Zealand
Summary
Customer-focused professional with a successful 8-year career in the hospitality sector. Dynamic and successful in applying leadership and time management in a busy business environment.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Assistant Front Office Manager
Cordis Auckland
Auckland, New Zealand
12.2023 - Current
- Supervise and manage a team of front desk staff, ensuring high levels of performance, productivity, and customer service
- Enhance guest satisfaction by addressing and resolving complaints efficiently
- Oversee daily front office operations, including check-ins, check-outs, reservations, and room assignments for a 640-room hotel
- Conduct training sessions for new employees, developing their skills in customer service, hotel systems, and operational procedures
- Assist in managing the front office budget, including labour costs, and contribute to achieving financial targets and profitability
- Prepare and analyse daily, weekly, and monthly reports on front office performance, guest feedback, and operational issues
- Collaborate with other departments such as housekeeping, maintenance, and food & beverage to ensure a coordinated and efficient hotel operation
- Utilize hotel management software for reservations, billing, and guest management, ensuring accurate data entry and record-keeping.
Night Manager / Assistant Manager
SOFITEL Auckland Viaduct Harbour
Auckland, New Zealand
12.2021 - 12.2023
- Supervised guest arrivals and departures, ensuring room allocations and check-in/check-out processes met Sofitel service standards
- Prepared VIP lists and arranged amenities
- Oversaw hotel operations across all shifts
- Maximized opportunities to obtain guest feedback and acted on it accordingly
- Conducted on-the-job training in line with department SOPs
- Controlled costs and managed budgets while maintaining high standards
- Ensured all staff were trained in fire and evacuation procedures
- Coordinated petty cash purchases and managed daily banking and cash handling
- Promoted positive colleague relations and ensured exceptional customer service.
Front of House Supervisor
Winner Winner Pukekohe
Pukekohe, New Zealand
12.2020 - 08.2021
- Opened the store and prepared for operations, ensuring presentation standards
- Handled cash and online orders
- Assigned tasks to the front-of-house team, ensuring smooth operations
- Assisted with food preparation and handled high-volume sales
- Managed customer bookings and flow, addressing any complaints.
Relief Night Manager / Hotel Night Auditor
- Supervised guest arrivals and departures, ensuring processes followed set procedures.
- Maximized guest feedback opportunities and implemented improvements.
- Conducted on-the-job training according to SOPs.
- Managed costs and budgets while maintaining standards.
- Ensured staff were trained in fire and evacuation procedures.
- Led team efforts in loyalty program sign-ups.
- Conducted night audits and managed hotel assets to protect investment value. Supervised guest arrivals and departures, ensuring processes followed set procedures.
- Maximized guest feedback opportunities and implemented improvements.
- Conducted on-the-job training according to SOPs.
- Managed costs and budgets while maintaining standards.
- Ensured staff were trained in fire and evacuation procedures.
- Led team efforts in loyalty program sign-ups.
- Conducted night audits and managed hotel assets to protect investment value.
Education
Certificate - Barista Level 1
New Zealand School Of Food And Wine
11.2020
Diploma of Business - Small Business Management
Auckland University of Technology
06.2008
Diploma in Cookery - Cookery Level 3
Auckland Hotel & Chef Training School
07.2005
NCEA Level 1 & 2 -
Pakuranga College
02.2005
Skills
- Business Administration
- Financial Management
- Problem Resolution
- Relationship Development
- Guest Experiences
- Office and Staff Streamlining
- Outstanding Communication Skills
- Cash Handling
- Policy and Procedure Adherence
- Operation Software: Micros Opera
- Microsoft Office Excel Word
- Staff Training and Development
- Communication Management
- Operations Management
- Financial Reporting
- Workflow Optimization
- Inventory Control
- Conflict Management
- Strong leadership
- Team Management
- Data Entry
- Customer Service
- Night Audit - Auditing Daily Operations
- Sales Business Operations
Certification
- Liquor License Manager's Certificate (Valid till 2025)
- Full Clean Driver’s License
References
- Tufi Ioane-Siaopo, Novotel Auckland Airport (Pullman Auckland Airport), +64 27 777 4566
- Jack Phan, Cordis Front Office Manager, +64 021 199 0689
- Angel Tangianu, Sofitel Auckland Assistant manager, +64 021 057 7633, Angeltangianu@gmail.com
Timeline
Assistant Front Office Manager
Cordis Auckland
12.2023 - Current
Night Manager / Assistant Manager
SOFITEL Auckland Viaduct Harbour
12.2021 - 12.2023
Front of House Supervisor
Winner Winner Pukekohe
12.2020 - 08.2021
Relief Night Manager / Hotel Night Auditor
Certificate - Barista Level 1
New Zealand School Of Food And Wine
Diploma of Business - Small Business Management
Auckland University of Technology
Diploma in Cookery - Cookery Level 3
Auckland Hotel & Chef Training School
NCEA Level 1 & 2 -
Pakuranga College
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