STAR CRUISES, Singapore, Thailand, and Malaysia 2000
Executive Assistant Manager
Budget: $14M (on board). 4½-star cruise ship 90% average occupancy rates.
Spearheaded successful rewards program that provided guests with incentives to increase spending at each outlet. Instigated 5-minute daily hot-spot training sessions that reinforced the importance of customer service, up-selling and advanced sales techniques, and scored a 93% satisfaction index rise.
RYDGES HOTELS/RESORTS, Canberra 1999–2000
Executive Assistant Manager
Direct Reports: 9. Budget: $8.5M.
Counteracted declines in service delivery by kick-starting a program encouraging guests to nominate employees exhibiting top-shelf service. Replaced costly overtime expenses with new employee hires that slashed wage costs. Sourced new guest room amenities that reduced room costs by $30K annually.
AYERS ROCK RESORT, Yulara 1997–1999
Rooms Division Manager
Restructured operations and recruitment, drove cost reductions and spearheaded training and incentive-based programs. Delivered 18% increase in room profits, tripled staff retention, and contributed to elite group handpicked by management to allocate $850K in resources to refurbishment project. Personally presided over shut-down/start-up timetables, quality control and sign-off inspections.
ALL SEASONS FRONTIER OASIS (Accor), Alice Springs 1994–1997
Front Office Manager (1996-1997); Duty Manager / Group Reservations / Restaurant Services Manager
(1994-1996) F & B Supervisor/Attendant
History of successive promotions culminated in engagement as Front Office Manager presiding over operations spanning front office, concierge, housekeeping and night audit.