Falon Murray

• Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
• Consistently planned and managed multi-million dollar annual budgets, ensuring on-target spend across multiple budget lines.
• Recruitment of new employees, including advertisements for locally employed staff, coordinating interviews, and serving as interview panel member as needed.
• Approve monthly payroll for locally employed staff
• Oversee remuneration management for locally employed staff.
• Delivered major HR and finance restructuring and change programs, including implementing redundancies and outsourcing some key services, resulting in improved service delivery.
• Tendered and negotiated major contracts, including for security services and estates maintenance, securing cost reductions and making significant budgetary savings.
• Met with customers to discuss service needs and develop effective and practical solutions.
• Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
• Maintained effective customer service by responding to service requests quickly to increase overall
• Set and administered department budgets for expenditures, materials and labor.
• Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
• Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
• Managed costs and billing and resolved financial discrepancies effectively through organizational management of account information Oracle software.
• Developed highly-efficient administrative team through ongoing coaching and professional development opportunities.

• Line Managed x4 staff, leading and setting work plans, ensuring processes are followed and a quality service delivered.
• Managed relationships and contracts with suppliers of key services to the High Commission (e.g. utilities, telephones and office machinery). Actively maintained supplier database, reviewing it periodically in cooperation with the regional Procurement Hub.
• Led on the development and implementation of a Technical Works 5-year plan to manage risks, implementing action plans.
• Oversaw the Facilities Management contract, ensuring effective day-to-day estates maintenance and project delivery. Conduct monthly KPI meetings to ensure contractual obligations are being maintained.
• Acted as first point of contact for estates planning (e.g. accommodation, estates projects, furniture and maintenance purchases, minor refurbishments etc.).
• Managed estates related tasks not covered by the outsourced FM services provider (e.g. internal office aesthetics).
• Maintained Post’s IT platform and providing support to users, including through robust inventory management and building strong relationships with both Helpdesk and Senior Technical Support Officer.
• Worked with CSM/senior management to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
• Utilized compliance tools, corrective actions and identification of deficiencies to mitigate audit risks.
• Resolved problems, improved operations and provided exceptional service.

Managed front desk operations, including guest services, room reservations, and billing, resulting in increased guest satisfaction.
•Provided leadership and guidance to the Front Office team to ensure the highest level of service
• Oversaw the billing process, ensuring accuracy and timeliness of guest invoices
• Managed room inventory and rate data.
• Established and updated work schedules to account for changing staff levels and expected workloads.
• Developed procedures to establish accurate and organized check-in and check-out processes.
• Processed and prepared documents such as business or government forms and expense reports.
• Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
• Reviewed files, records and other documents to obtain information and respond to requests.
• Collected, counted and disbursed money and performed basic bookkeeping to complete banking transactions.
• Performed unloading, counting, weighing and sorting of incoming articles to cross-check with invoice or requisition list.

Assisted the Front Office Manager in managing the Front of House team and delivered a friendly and responsive service to guests resulting in a 20% increase in positive guest reviews
• Supported day-to-day Front Office operations, leading and inspiring receptionists to create a memorable Hox experience for guests
• Led by example, coaching and developing the team to feel empowered and supported, confident in providing top experiences for guests
• Worked closely with Hoxton teams to set selling strategies and ensure maximum occupancy, resulting in a 15% increase in revenue
• Deputized for the Front Office Manager in Head of Department tasks, particularly during their absence
• Managed overbooking levels and worked with the team to ensure a full and happy house