WILL WARNER
Ashton Keynes
Summary
Boutique tourism specialist with a track record of enhancing guest satisfaction through personalised itinerary development and operational efficiency. Known for achieving KPIs by implementing strategic upselling and maintaining award-winning service standards. Committed to fostering a culture of excellence and sustainable practices. Fortunate enough to have taken the last 6 months away from work to travel Australia and New Zealand.
Overview
7
7
years of professional experience
Work History
Guest Services
Novotel Sunshine Coast Resort
QLD, Australia
08.2025 - 10.2025
- Managed arrival and departure operations, ensuring smooth and personalised guest interactions.
- Accurately processed guest accounts, loyalty benefits, and billing adjustments in accordance with Accor brand standards.
- Consistently led the department in upselling memberships and add-on amenities.
- Collaborated effectively with Housekeeping and Rooms Division teams to optimise guest satisfaction and arrival procedure efficiency.
- Assisted in onboarding and training new team members to deliver service consistency.
- Proficient in Opera Cloud PMS and adept at managing feedback, both in person and via online review platforms.
- Ensured clear communication between all departments.
- Dealing with guest complaints in a timely, professional manner always seeking to find an effective solution for both parties.
Guest Services Manager
Saffire Freycinet
Tasmania
12.2022 - 07.2025
- Oversaw all daily hotel operations to ensure a consistently flawless guest experience.
- Designed and curated bespoke luxury itineraries, elevating the personalised guest experience.
- Championed our "No, No's" ethos - ensuring every request, no matter how complex was achieved.
- Managed guest inquiries and resolved issues promptly and professionally.
- Maintained accurate records of guest interactions and feedback, supporting quality assurance and continuous improvement in service delivery.
- Delivered excellence in arrivals and departures, maintaining the resort's award-winning service standards.
- Mentored, and trained Guest Services Agents, fostering a culture of professionalism and genuine care.
- Developed and implemented new standard operating procedures across departments, enhancing service consistency and guest satisfaction.
- Coordinated luxury events, including weddings and private tastings, to deliver memorable experiences that exceeded guest expectations.
- Partnered with travel agencies, third-party operators, and premium suppliers to deliver exceptional personalised experiences from arrival to departure.
- Maintained and created long-lasting supplier relationships.
- Championed sustainable operational practices, contributing to the property's environmental and community initiatives.
- Achieved KPIs by maximising revenue through strategic upselling and service innovation.
- Managed complex logistics operations to ensure seamless execution of events.
- Oversaw and managed daily operations across all hotel departments, ensuring efficiency and quality service.
Brand Manager
Red Bull
Edinburgh
07.2019 - 05.2020
- Organised and executed high-visibility marketing activations to increase brand awareness across Edinburgh.
- Creative freedom to perform marketing stunts and activations.
- Managed on- and off-premise sales operations, ensuring brand alignment and excellence in presentation.
- Coordinated national Red Bull events and campaigns, supporting logistics and engagement strategies.
- Supervised and motivated Wings Team, ensuring operational efficiency and energy in every activation.
- Collaborated with sales teams on product launches and promotions.
- Engaged with audiences on social media to foster community and brand loyalty.
- Collaborated with cross-functional teams to launch new marketing campaigns effectively.
- Coordinated events and promotions to promote brand visibility and customer loyalty.
Lodge Supervisor
L'ane Vert Ecolodge
Tafedna
07.2018 - 01.2019
- Supervised bar and restaurant operations to ensure exceptional service quality.
- Created customised itineraries for guests, enhancing overall experiences.
- Developed innovative cocktail and mocktail menus, showcasing creative freedom.
- Analysed consumer trends to inform menu offerings and marketing strategies.
- Upsold surf, yoga lessons, and artist residency programs to boost revenue.
- Established local partnerships to enhance community engagement and support events.
- Coordinated pop-up events while preserving brand image and integrity.
- Managed social media accounts to promote creative marketing initiatives.
Education
Master of Arts - Human Geography
The University of Edinburgh
Skills
- Property Management Systems (RMS, Opera Cloud)
- Personalised itinerary development
- Team Leadership & Development
- Event Management
- Partnership Management
- Reservation Management
- SOP Creation & Operational Optimisation
- Sustainable Practices in Luxury Hospitality
- Brand Management
- Strong Communication & Interdepartmental Collaboration
- KPI Achievement & Revenue Growth
- Strategic planning
- Problem solving
- Attention to detail
- Luxury guest services expertise
References
- Patrick Barrie - General Manager - Ever Lodges (previously GM at Saffire Freycinet) - patrickbarrie1@gmail.com - +61400153006
- Michael Elmes - Assistant General Manager - Ever Lodges (previously AGM at Saffire Freycinet) - michael.elmes@protonmail.com - +61481 266 976
- Falynne Hills - Front Office Manager - Novotel - falynne.hills@accor.com
- Mat Cilia (character reference) - Assistant General Manager - Saffire Freycinet - mathew_cilia@live.com.au - +61401523341
Timeline
Guest Services
Novotel Sunshine Coast Resort
08.2025 - 10.2025
Guest Services Manager
Saffire Freycinet
12.2022 - 07.2025
Brand Manager
Red Bull
07.2019 - 05.2020
Lodge Supervisor
L'ane Vert Ecolodge
07.2018 - 01.2019
Master of Arts - Human Geography
The University of Edinburgh