Matthew Thinee
Fortitude Valley,QLD
Summary
Highly motivated and dedicated concierge with a proven track record of providing exceptional service and support. Experienced in delivering personalized and seamless experiences for executives, clients, and employees. Possesses strong organizational skills, a keen eye for detail, and a solution-oriented mindset. Excellent interpersonal and communication skills, allowing for effective collaboration with stakeholders of all levels. Committed to ensuring a positive and efficient working environment while effectively managing multiple priorities.
Overview
16
16
years of professional experience
Work history
Residential Concierge
Bright & Duggan
Newstead
02 2022 - 03 2024
- Greeted and welcomed visitors, residents, and their guests in a warm and friendly manner, providing a positive first impression
- Arranged transportation for residents
- Handled inquiries and complaints promptly and professionally, finding suitable solutions
- Coordinated services for residents including home cleaning and maintenance requests, groceries, mail/ package delivery
- Monitor and maintain the safety and security of the premises
- Built and maintained strong relationships with residents ensuring their loyalty and satisfaction
- Provided assistance with plant and garden care, pet feeding and minding when residents are away from home or holidaying.
Office Co Ordinator
Hinterland Air
2019.01 - 2022.01
- Maintained and updated office files and records, ensuring accuracy and organisation
- Scheduled appointments and coordinated service calls for technicians
- Answered phone calls and respond to customer inquiries in a professional and friendly manner
- Process invoices, purchase orders and expense reports, ensuring proper documentation and adherence to company policy
- Coordinate with suppliers to ensure timely delivery of parts and equipment
- Handle customer complaints and issues, providing a timely and effective resolution
- Performed general office duties.
Assistant Manager
The Limes Hotel, The Snooze Inn
01 2017 - 01 2019
- Oversaw the daily operations of the hotel, to ensure a smooth and efficient guest experience
- Assisted with staff supervision and training.
- Managed guest relations, coordinated front desk responsibilities, responded to guest inquiries and complaints.
- Monitored room availability, assisted with budget management.
- Collaborated with various departments to ensure optimal guest satisfaction.
Night Manager
The Snooze Inn
Fortitude Valley
01 2014 - 01 2016
- Oversaw the operations during the evening and overnight shifts to ensure a secure and smooth-running hotel
- Handled guest check-ins and check-outs, managed guest requests complaints, ensured the safety and security of the premises
- Monitored and maintained the cleanliness of the hotel, managed reservations, prepared reports, and ensured adherence to hotel policies and procedures
- With a focus on providing excellent customer service and maintaining a comfortable and secure environment.
Guest Service Agent
Oaks Hotels & Resorts, Lexicon Apartments / Aurora Tower
Brisbane
2013.01 - 2016.01
- Managed guest check-in and check-out procedures, reservations, and payments
- Corrected guest issues promptly with knowledgeable and friendly service
- Managed customer complaints and rectified issues to complete satisfaction
- Responded to guests, including email, telephone, and in-person
- Greeted arriving guests to provide assistance and facilitate check-ins
- Worked with room service, housekeeping, maintenance and security to meet all guest needs
- Provided guest assistance and information regarding local attractions and points of interest
- Developed lasting relationships with guests that built loyalty and drove hotel revenue
- Balanced hotel accounts at end of each shift
- Maintained important files, ran reports and delivered updates on occupancy and revenue.
Concierge
Accor Hotels
Brisbane
2010.01 - 2012.01
- Directed incoming calls and messages to appropriate staff or residents
- Set up conference rooms with food and beverages and audio/visual equipment according to client requirements
- Acknowledged and greeted guests entering or leaving building
- Retained knowledge of local events to offer recommendations and personal services
- Arranged wake-up calls, dry cleaning and pet care as requested by patrons
- Oversaw and coordinated outgoing and incoming courier deliveries
- Managed transportation arrangements to and from airport, train station and local events for visitors
- Greeted clients and provided personalised support to meet unique needs and promote brand loyalty.
Guest Service Trainee
Pacific International Apartments
Fortitude Valley
2006.01 - 2009.01
- Performed checks on rooms and overall property daily
- Filled in for front desk, housekeeping, events planning and food and beverage
- Utilised excellent sales skills to keep hotel fully occupied
- Assisted guests at check-in, providing information on various services within hotel
- Booked large groups of people for weddings, seminars, conferences, and other events and offered best available room rates
- Responded to and resolved guest issues or complaints
- Worked in all departments of a hotel to demonstrate and develop strength and skills in each area.
Commendation for Excellence in Guest Services
Oaks Hotels & Resorts
Brisbane
08 2016 - 08 2024
Education
Applied First Aid Certificate - undefined
St. John's Ambulance
2020
Certificate 3 in Business Administration - undefined
Evocca College
2011
Guest Services Traineeship - Guest Services
Pacific International Apartments
Senior Certificate -
St Joseph's Nudgee College
Dual Diploma - Business & Management
Evoca College / Briston Training
Skills
- Exceptional Customer Service
- Strong Communication
- Organization and Time Management
- Problem Solving
- Discretion and Confidentiality
- Technology Proficiency
- Relationship Building
- Adaptability
- Attention to Detail
- Emotional Intelligence
- Microsoft Office / Opera
- Property Management Software
- Multitasking
- Conflict Resolution
- Ability to handle difficult situations
- Teamwork & Collaboration
- Professionalism & Poise
- Sales and Upselling
- Cash handling and accounting skills
Refences
References made available upon request.
Timeline
Office Co Ordinator
Hinterland Air
2019.01 - 2022.01
Guest Service Agent
Oaks Hotels & Resorts, Lexicon Apartments / Aurora Tower
2013.01 - 2016.01
Concierge
Accor Hotels
2010.01 - 2012.01
Guest Service Trainee
Pacific International Apartments
2006.01 - 2009.01
Residential Concierge
Bright & Duggan
02 2022 - 03 2024
Assistant Manager
The Limes Hotel, The Snooze Inn
01 2017 - 01 2019
Night Manager
The Snooze Inn
01 2014 - 01 2016
Commendation for Excellence in Guest Services
Oaks Hotels & Resorts
08 2016 - 08 2024
Applied First Aid Certificate - undefined
St. John's Ambulance
Certificate 3 in Business Administration - undefined
Evocca College
Guest Services Traineeship - Guest Services
Pacific International Apartments
Senior Certificate -
St Joseph's Nudgee College
Dual Diploma - Business & Management
Evoca College / Briston Training