Open to opportunities

Matty Haycocks

@matthewhaycocks

Message

Customer support professional delivering fast, empathetic issue resolution and long-term customer success.

Australia

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What I'm looking for

I’m looking for a remote customer support or customer success role where I can resolve enquiries and complaints quickly, maintain accurate CRM records, and collaborate cross-functionally to deliver outstanding customer experiences.

I’m a customer-focused professional with over 6 years of experience in customer service, operations, hospitality management, and account management across Australia and the United Kingdom. I’m known for handling customer enquiries, resolving complex issues, and maintaining exceptional service in fast-paced, high-volume environments.

In my recent Duty Manager roles at Courtyard by Marriott Melbourne and The Mint Bar & Restaurant, I delivered guest/customer support and managed complaints through effective service recovery. I coordinated with multiple departments, kept accurate records, communicated updates across teams, and supported daily administration, reporting, and operational coordination.

I’ve also supported teams through training and development across roles including Assistant Manager in London and Duty Manager/Bar Manager positions with Marriott properties in Chester. Before hospitality leadership, I managed business accounts at Business Waste—responding to enquiries, resolving issues, and supporting account retention through strong relationship management—so I’m especially well-prepared for remote customer support or customer success.

Experience

Work history, roles, and key accomplishments

Current

Duty Manager

Current

Courtyard by Marriott Melbourne Flagstaff Gardens

Feb 2026 - Present (4 months)

Provided guest support and resolved complaints and service recovery, coordinating with multiple departments to deliver positive outcomes. Maintained accurate records and communicated updates across teams in a fast-paced hotel environment.

Customer Support Complaint Resolution Service Recovery CRM Systems Email Communication Hospitality Operations

Duty Manager

The Mint Bar & Restaurant

Apr 2025 - Feb 2026 (10 months)

Managed customer enquiries and resolved service issues in a high-volume venue while supporting daily administration and operational coordination. Trained and supported team members and handled escalated concerns professionally to maintain high service standards.

Complaint Resolution Escalation Handling Administrative Support Operational Coordination Reporting Relationship Management

Assistant Manager

The Mulberry Tree Café

Jan 2024 - Mar 2025 (1 year 2 months)

Supported daily business operations and customer service delivery, managing scheduling, inventory, and supplier communications. Assisted with customer issue resolution and service improvement initiatives while maintaining operational records and administration.

Customer Service Scheduling Inventory Management Supplier Communication Problem Solving Service Improvement Administrative Support Record Management

Duty Manager

Leonardo Hotels

Mar 2023 - Nov 2023 (8 months)

Managed guest enquiries and complaints while ensuring high service standards through reporting and administrative duties. Collaborated with multiple departments to resolve issues and improve guest satisfaction.

Guest Relations Complaint Handling Reporting Administrative Support Cross Functional Collaboration Data Entry Service quality Process Improvement

Duty Manager / Bar Manager

Moxy Chester (Marriott)

Jul 2021 - Mar 2023 (1 year 8 months)

Delivered exceptional customer service in a fast-paced hospitality environment by managing concerns, reservations, and operational requests. Trained staff and supported reporting, scheduling, and supplier management to maintain service standards.

Customer Service Reservations Management Staff Training Team Leadership Reporting Scheduling Supplier Management

Internal Accounts Manager

Business Waste

Oct 2019 - Feb 2020 (4 months)

Managed a portfolio of business accounts as the primary customer contact, responding to enquiries and resolving service issues efficiently. Coordinated service delivery between customers and suppliers and maintained accurate records to support account retention.

Account Management Customer Retention Supplier Coordination Relationship Management