This letter serves as a recommendation for Luke Harley, who worked at Hayman Great Barrier Reef resort in various front office roles from 2005 to 2008. The letter details Luke's promotions from Assistant Manager to Guest Services Manager to Front Office Manager. It outlines his responsibilities in these roles and contributions to improvements in guest satisfaction scores and major events. The letter concludes by noting Luke will be leaving Hayman to take a senior position at a resort in the Maldives and that he will be missed by colleagues.

1. Roger Wright
General Manager
29 April, 2008.
To Whom It May Concern:
This letter serves to advise that Luke Harley was initially employed as an Assistant
Manager - Front Office at Hayman Great Barrier Reef in the Whitsunday Passage,
Queensland Australia in August 2005. In December 2005, Luke was promoted to
Guest Services Manager – Front Office and in February 2006 to Front Office
Manager.
Multi Award winning Hayman Great Barrier Reef has 212 rooms and suites and is
one of only four members of Leading Hotels of the World in Australia. A
combination of world class service, regular renovations, exceptional marketing, a
powerful commitment to staff training and development at all levels and a unique
private island resort environment has consistently led to Hayman achieving average
room rates ranging from seasonal lows of AU$400 plus GST to high season
average room rates occasionally in excess of AU$900+. Understandably an
increasingly sophisticated mix of domestic and international travellers have come to
expect all aspects of their Hayman experience to be consistent with a small group of
elite resorts around the world.
As Front Office Manager Luke was responsible for the training, development and
performance of the Assistant Managers, all Guest Services staff, the Concierge, Bell
Department, Butlers, Telephonists and the new Personal Concierge team. Luke’s
HAYMAN GREAT BARRIER REEF QLD 4801 AUSTRALIA
www.hayman.com.au T (61 7) 49401000 F (61-7) 49401622 E roger.wright@hayman.com.au
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2. role required a very focused approach to employee selection, motivation, training,
leadership and development.
In a resort with very high fixed costs, Luke’s analytical skills and proficiency in all
aspects of the business has been a real strength. He has been actively involved in
all aspects of forward forecasting of business, the monthly re-forecasting process
and has been very focused on payroll analysis and control. Luke has contributed in
a very proactive manner to the annual budget and business planning process. There
is no doubt that he has a high level of comfort with business related numbers and the
components of our various Key Result Indicators
A further measure of Luke’s contribution to the quality of the Hayman guest
experience has been the steady improvement in all of the Front Office related Guest
Satisfaction Index performance measures. By the end of 2007, every category of
the G.S.I relating to Front Office showed improvement. The relevant sections
included “Reception / Cashier”, “Luggage Handling”, “Telephone Operator”, “Guest
Service Operator”, “Concierge”, “Overall Impression” and “Would you Return to
Hayman?” In every month in all of the above sections, there were steady and
occasionally dramatic improvement over the same month in 2006.
A number of highlights come to mind when considering Luke’s significant
contribution to Hayman’s objective of continuous improvement to processes,
product, presentation and service. In August 2005, 2006 and again in 2007,
Hayman hosted the sole use “Davos Connection / World Economic Forum -
Australian Leadership Retreat”. This event has been hosted exclusively on
Hayman for the past eight years and is available on an “invitation only basis” to
national and international business and political leaders and thinkers. Luke and the
Front Office team worked very effectively with the Events Services department, the
Sydney Sales and Reservations office, the Marine Transfers team, Housekeeping
HAYMAN GREAT BARRIER REEF QLD 4801 AUSTRALIA
www.hayman.com.au T (61 7) 49401000 F (61-7) 49401622 E roger.wright@hayman.com.au
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3. and all other related Departments in a well planned, proactive and co-operative
manner. After the completion of the myriad of events associated with this important
program, the organisers acclaimed 2007 as their best ever and re-booked for 2008.
Credit for the improvement goes in large part to the quality, energy and commitment
of Luke and his team.
Luke recently advised he will be leaving Hayman in early / mid May 2008. His
departure is entirely of his own accord and is to take up a senior management
position in a deluxe resort in the Maldives. He leaves with the respect, friendship
and trust of his peers and the members of the senior management team here at
Hayman. In the two and a half years he has lived and worked on Hayman, Luke
has been a positive and contributing citizen in this small but tight community and he
will be genuinely missed by his many friends and work colleagues
Yours sincerely
Hayman Great Barrier Reef
Roger Wright
General Manager
HAYMAN GREAT BARRIER REEF QLD 4801 AUSTRALIA
www.hayman.com.au T (61 7) 49401000 F (61-7) 49401622 E roger.wright@hayman.com.au
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